Blue Mounds, WI
Fullfillment department We signed up for DSL service last month for Tucson with a phone call to Idaho.We were told that we would have a new customer rate for 6 months of $15 plus modem rental. First bill: $45 month plus modem delivery fee. Called CenturyLink and sent to the "fulfillment department" otherwise called the "loyalty department" or the "premier department". They did go through the records and found that the paper work was "not filled out properly" and reduced our bill to $15. Appears to be a business practice...lets promise them a lower rate and many will not remember or bother to call the comaony on the discrepancy....thus the need for a " fullfillment department" obviously an internal name for the department whose sole purpose is to fulfill the promises given to lure new customers, and only fulfilled if the customers pursue the issue. Time to get thhis info out and don't let others be taken by this unethical practice.
Re: Fullfillment department CenturylinkHelp is here to assist you with all your account needs and address issues that you may have experienced. Most companies have "fulfillment" and "loyalty" departments. It just happens that one of our loyalty departments as manages some fulfillment of overflow when a product/reward is not shipped according to normal processes. Please send me your information and how we can help you here: »on.fb.me/pDFnvq or send me and email directly to TalkToUs@Centurylink.com
Re: Fullfillment department We have an ongoing problem with loss of service and slow speeds and I have spent over ten hours on the phone with customer service, tech support, and the loyalty department during the past month. I am disturbed at how Qwest/Centurylink has tried to blame our ISP (PEAK Internet). Peak told me about the Qwest speedtest web page. When I contacted Qwest in an online chat, the representative told me that they could not give me the URL for the speed test web page. When we obtained a second modem from CenturyLink as part of the troubleshooting process, customer support at first told us that we would have to talk to our ISP to get the modem IP address! After some prodding they provided it. During a phone conversation with CenturyLink tech support in which I was asking about the consistently slow download results (0.2Mbps) combined with upload results that were 50% faster on the CenturyLink speed test, the representative I was talking to was told by another representative to tell me talk to our ISP. Other CenturyLink representatives have confirmed that our ISP has nothing to do with the CenturyLink speed test. I have learned that there is a fiber installation in progress to upgrade the existing copper ATM link and have been told by one representative that our problem cound continue for months. Some representatives have been helpful, but overall Qwest/CenturyLink customer service has been very inconsistent.
Re: Fullfillment department Hello DPGT, I am sorry to hear of your troubles with customer service in relation to your broadband and speed. With out your account information it is very difficult to make any recomendations or assumptions as to the problem that is causing the speed issues. I can tell you with certainty that most ISP's that host services on the Centurylink (Qwest access) have contracted to provide upto specific speeds and that most do not have access to the speeds available on the fiber lines. Please send me your information and how we can help you here: »on.fb.me/pDFnvq or send me and email directly to TalkToUs@Centurylink.com
Re: Fullfillment department You seem to be implying that the slow speeds are due to our ISP. That is not the case, and I am tired of CenturyLink trying to put the blame on them. For the last several Saturdays our download speeds have been reduced, on some occasions to .03 Mbps. Latency is almost always 76-77 milliseconds. When I am on the phone with a level 2 tech in Boise, he can ping my modem without packet loss as long as I am not trying to open a browser window. When I am opening a browser window, the tech will observe severe packet loss. A tech has visited our home and found no problems with the line or modem. The main reason that I suspect that Centurylink has oversubscribed their equipment is that I have been told by one person that our problems could persist for months. Faulty equipment does not know what day of the week it is. Nobody at CenturyLink is willing to discuss the implementation of the ATM protocol at our DSLAM, which I have been told has "congestion" with utilization on Saturday has high as 90%. I can understand occasional loss of service due to "backhoe fade" or equipment failure, but the only explanation that makes sense is that our bandwidth is being throttled due to oversubscribed equipment. I understand that as a business decision, it is better to disappoint an older customer rather that someone that has just signed up. I've attached a speed test screen capture that shows a considerably higher upload rate than download rate. This is another symptom that has not been satisfactorily explained. I am not getting the full story, and I believe that a lot of the customer service people at CenturyLink are not getting it either.
Dropped Connections We had very few connection problems with QWest. We've been on Century Link in Denver, CO for about 2 months. We were getting constant dropped connections. You could surf a few pages and then freeze. Tech Support said our router needed to be replaced and they sent a free (refurbished) router that was supposed to fix the problem. Went thru the hassle of setting all the wireless devises up to the new router. No luck, same constant dropped connections. Disappointed with service from Century Link.
yup never had problem before century link well been with century link now since they took over an currently in the middle of an outage as we speak never had this problem before with quest im getting that comcast feeling again....were you pay for one thing and recieve something of much lesser value as they laugh all the way to bank with your money.
Re: yup never had problem before century link they putting in fiber optic on my street so in a few weeks when it finishes and we find out which company put it in we will be Upgrading our speed it is ether centurylink which is highly unlikely or some other company in which case we will be switching and giving century link the finger as we cancel them and change ISP
qwest costumer for 4 years... I was with qwest for 4 years and I lived about 30 miles west of the city limits. We had slow 1.5 mbps with very few d/c, we moved closer to town and still no d/c with qwest. The week after century link took over we started having problems. Internet freezing, d/c, slower than advertised speeds, and they say we need to upgrade our products that were working great with qwest. We are cancelling and switching to Cox internet for $15 cheaper and 9 times faster...I wonder why we kept qwest as long as we did.