| embarq customer service still a joke my dsl is slow tonight so i tried the chat support only to be told that they couldn't help me and that i should call for support. i did that and after 20 minutes and two different speed tests i was transferred to "advanced" support. i have now been on hold for another 30 minutes. i should be getting 5meg but am getting less than 200K. last time it took several calls over 2 days just to be told that it was a system problem and that they were working on it. i am still on hold - I wonder if anyone at embarq can actually provide any useful assistance? |
|
| Register for this site, then post some speedtests and traceroutes in this thread. |
|
| reply to chazz
What part of the country you in? east texas is seeing issues again and a ticket has been issued to be resolved, hopefully today. |
|
| My beef is that this is a on going problem and they don't say over the phone service line, an announcement that the problem is on going and will be fix in a few months. We'll see how things go today! |
|
rabeatzPremium
join:2009-03-21
Apopka, FL
1 edit | reply to chazz
If they transferred you or told you to call in, chances are there was not a known outage or issue in your area posted, or they would have told you right away. |
|
| reply to chazz
have another modem on hand? At first I thought Embarq was having major problems in my area....as soon as I changed out my modem the issues stopped...so it looks like the modem fried. |
|
| reply to chazz
I'm fairly confident that I can provide useful assistance. IM your phone number and I'll take a look at things for you. Speed tests, trace routes, etc. are all very helpful to help analyze problems. |
|
|
|
| reply to rabeatz
just to follow up my post from Wednesday night - after more than 90 minutes on the phone I was finally passed to an "upper level" technician who indicated that the problem was a known network issue for East Texas and that they been getting other similar complaints all evening. That was after I talked with 2 other techs and went through the usual script - reboot, reset modem, etc. I suspected all along that it was Embarq's problem not mine as we have had to put up with inconsistent speeds for some months now. I guess I just don't understand why they won't share network status information upfront with paying customers or even their own technicians who are working the phones. |
|
| Chazz, who said that you can't get network status information? You only need sign up for that.
»www.embarqservices.net/events/ |
|
| reply to Fox McCloud
just an update to my last post; my modem was fine; turns out there was a 1000 foot bridge that shouldn't have existed on my line that was causing the modem to build up line errors, over time, then repeatedly lose sync. |
|
| reply to chazz
I just sent a long email to Embarq complaining about customer service and picked up this post on Google in the process. I'm in Washington State, but my experience was similar. No one in customer service knew of a problem in my area. I actually talked to a Mac specialist (the first agent knew nothing about Macs) who spent a long time checking my download speed, which was fine. Uploads to the ISP were the problem, but he didn't know that and neither did I at the time. Even after doing my own speed tests, which did say that uploads were the problem, I thought it was something on my computer. Only after I talked to my neighbors did I realize it was Embarq's problem. Again. I'm waiting for good wireless Internet. |
|
| jlehman,
IM me your phone number and I can look into this for you. I've got a good contact out there. |
|
1 edit | I don't give out my phone number, but my direct email is jodi [AT] olympus.net. (I have a good spam filter.)
FYI, the speed problem from last week has resolved. The customer service issues remain, however. The first agent specifically said there were no known problems posted on whatever notice system they use. This was several hours into the slowdown, and I can't imagine that nobody had complained before me. Even if the problem wasn't obvious at the hub, someone should have been tracking complaints and following up. |
|
| Embarq_Joey is an Embarq employee.
 |
|
| reply to jlehman23
"Again. I'm waiting for good wireless Internet."
I got a chuckle out of that 
You won't get an answer as to why the upstream was slow. You very well could have been the only one complaining... Embarq may never know if it was an upstream provider issue. Some things are that way... Best of luck with wireless! |
|
 Titus PulloI came, I saw, I slept
join:2004-06-26
kudos:1 | reply to chazz
Well, I can't address your problem other than to offer two pieces of advice:
Give embarq_joey a chance to help.
Going from phone to chat is going in the wrong direction.
-- |
|
Rob_Premium
join:2008-07-16
Mary Esther, FL | embarq customer service has been a blast to talk to, the only reason why im with cox is because embarq/centruytell can't offer 2.5 upspeeds or higher and up speed is important to me.
we didn't have to deal with "cox automated system" or nothing which is really a pain in the ass, just plop drop to a human. i would like to thank embarq for their support with our phone. and hopefully, i will be a full customer when/if c.link offers FIBER/real cable tv, and FIOS like speeds.
-Rob
--
Our 96K BroadBandStream
Our Dial Up Stream
Chat with us (IRC)
follow me on Twitter |
|
