Hey all,
I went through a pretty frustrating outage in the past week, and wanted to make sure I documented it here for folks to refer to. Please feel free to ask questions if anything isn't clear. Details are formatted best over in my Notion account, but I'll copy things here for quick reference & searching.
Morale of the story, from my perspective, is that CenturyLink support varies wildly based on who you speak with. Capturing employee IDs and referring to them during future calls seems to help the escalation process and to cut through some the boilerplate BS.
Good luck y'all!
👇 View notes below:
7/27/2019 Outage
Created Jul 27, 2019 12:49 PM
Issue Began Jul 24, 2019 4:30 PM
Issue Resolved Jul 27, 2019 1:34 PM
Employees
Karen (eID: [Removed], located in US, supervisor)
Zoe (eID: [Removed], located in US, very helpful)
Merri (eID: [Removed], located in US)
Xavier (eID unknown, located in Des Moines, very helpful)
Marissa (eID unknown, offshore)
Joshua (eID: [Removed], offshore, supervisor)
Issue
Unable to leave walled garden mode in ZyXEL C3000z router. Indoor ONT and router
factory reset multiple times, PPPoE credentials verified with support and re-entered
multiple times. No resolution thus far.
Resolution
Karen (eID: [Removed]) just swept in and fixed everything. She had said my credentials
were disabled, and re-enabled them. She was from an advanced support team and was
a supervisor. She credited my account for 1 week of service and mentioned she'd
feedback everyone who touched the account on a solution for resolving this in the
future.
Notes
7/24/2019, Evening
Unable to leave walled garden mode in ZyXEL C3000z router. Indoor ONT and
router factory reset multiple times, PPPoE credentials verified with support and
re-entered multiple times. No resolution thus far.
Spoke with a Marissa, was escalated, and spoke with Joshua (eID: [Removed]).
Both offshore agents with limited access, were only able to schedule a truck roll
for 7/30 — six days away from start of outage.
7/24/2019, Evening
Spoke with Xavier in Des Moines (eID unknown). US based agent in business
support — they seem to service residential customers as well. He mentioned
that my ONT was behaving strangely, but was unable to discover more.
Attempted to create an escalation for the local truck roll supervisor to get me a
sooner visit from a tech.
7/25/2019, Morning
Spoke with Merri, US agent in Boise (eID: [Removed]) shed some light on my account
type, and the escalation that was put through. Some kind of outside supervisor
arrives in garage at 8AM, oversees technician dispatch. Xavier sent this
supervisor an email on my behalf.
According to Merri, I have a pre-paid account, which has certain public utility
commission rules which must be followed. She was not able to perform all
operations on my account, such as running diagnostics. Unsure why.
Recommended I contact "business office" at 1-800-244-1111 to learn more.
7/25/2019, Morning
Speaking with Fred, offshore agent (eID: [Removed] ). Asked Fred about prepaid
status, he mentioned that it is not an issue and shouldn't impact customer
service. Fred mentioned that my PPPoE auth failure is an issue with their internal
billing system. Apparently, there was a hiccup in their delinquent account
detection routines which caused shutoff of accounts in good standing.
Fred contacted Nichole in COR (eID unknown) and an escalation was created,
and an "IT ticket" was created; could not get reference ID. Fred mentioned issue
would be resolved in 24-48hrs.
7/272019, Morning
Spoke with Zoe in Boise (eID: [Removed]) because my account was still not
working 48hrs+ after the timeline Fred mentioned.
She was going to check on my request, but mentioned that she was unable to
access my IT ticket information from her system and could not contact another
department for assist. This is because she is deaf and her "contact an assist with
chat" feature is not available on the weekends.
She was unable to resolve my issue, but did recommend I call the same support
line Merri had recommended: 1-800-244-1111.
7/27/2019, Morning ✔
Spoke with Karen (eID: [Removed]), who just swept in and fixed everything. She
had said my credentials were disabled, and re-enabled them. She was from an
advanced support team and was a supervisor. She credited my account for 1
week of service and mentioned she'd feedback everyone who touched the
account on a solution for resolving this in the future.
Resolved!
↧