Review by zdevex
Good "Low cost"
- Location: Albuquerque,Bernalillo,NM
- Cost: $30 per month
- Install: about 16 days
Bad "Didn't actually hook up internet, refused to correct all bill issues, techs lied or didn't know what they were talking about"
Overall "They don't care about their customers"
|Pre Sales information:|
Value for money:
(ratings below consensus)
I switched to centurylink because they were cheaper than my old ISP. Everything seemed really good, a good rate for the same speed, but that would not last.
I purchased my own modem in order to save some money every month, and when I hooked it up to my phone outlets I was unable to get any DSL signal from centurylink.
Puzzled I called centurylink for assistance, they told me that they thought that my modem was bad, or perhaps my wall outlets, and the tech said that she "verified" for certain that everything on the centruylink side was functional, so they would not need to send out a tech in person. I was impressed they could verify their stuff was properly connected remotely, but I took their word for it. They even told me that if they did send someone out and he had to come into my house that it was going to cost me a minimum of $80, so I tried to figure out what was wrong on my own.
I went about testing my modem at a friends house on his centurylink connection, it was fine. I then had someone come and look at the wall outlets, they were also fine. Both of these events took me about 2 weeks to take care of, I work and am at school 8-5 everyday so it was vary hard to find time to go over to my friends house, and check stuff out. Additionally it took some time to get my wall outlets checked. In the mean time, my wife and I were forced to go to coffee shops and places that had free wifi to work on our work and school work, which ended up costing us considerable time and money(you have to buy something when you go to a coffee shop or they kick you out).
Everything on my end seemed fine, so I called them again, and they finally sent out a tech to take a look at stuff. As soon as he got here, he checked the centurylink box outside the building. It turned out that centurylink had never bothered to hook anything up, at all. Worse, they had told me that they were sure everything was hooked up properly! After he hooked up the connection, I had internet within seconds.
It was about this time that I received a bill for my first month of centurylink. I called them to tell them they needed to adjust this bill in light of the fact that they were billing me for nothing, they had done nothing at all. It turns out that their billing department is closed on the weekends, which is hard for me because I work during their business hours, so I would have to take off work to talk with them, but I certainly wasn't going to pay a bill for services they had not rendered.
It took me about a week to get time out of work to call them. When I did I explained the situation to them, and they said they were sorry and that they would wave the activation fee ($19.99) in order to make things right. This wasn't unreasonable, but it wasn't very good either considering I had to spend a ton of my own time trying to fix a connection that their techs had reassured me was not broken on their end. I also had to spend a lot of time and money going to coffee shops and the like to get internet while I tried to fix something that was not my problem.
It turns out since I waited to talk to them about the erroneous bill, that I was going to be charged a late fee. I asked the rep about that, asking if it could be waved because I had a erroneous bill and didn't even have service until 9 days ago, because they didn't do anything to set it up. They refused to wave the late fee, he said I should have paid the bill even though I hadn't received service. Are you kidding me...?
Additionally I had a promotional rate for 6 months of service. I asked if the promotional rate could be extended, since I basically didn't have service for the first month, but he said that was "able" to do that, but he was not going to.
So after a long discussion, I took the $19.99 credit, since I was off work taking care of this and could not afford to spend any more time dealing with this issue.
All in all I spent a ton of time and money trying to fix their issue, I lost way too much time and money, off work dealing with this, paying bill late fees, loosing a month of promotional pricing, going to coffee shops to get internet, for $20 off the bill to make it worth it. This would have already been taken care of if they had just sent out a tech to deal with the issue immediately, but they told me that would probably cost me $80, since they were sure it was my equipment that was broken. It was horrible and very hard to not have internet for that long, and be told that it was my fault.
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updated 1.3 years ago