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mooch
No Booing Allowed

join:2001-11-11
Dublin, OH
Reviews:
·Embarq Now Centu..

1 edit

On top of poor DSL service, CL now says I'm lieing!

A good example of "adding insult to injury"....

My connection has been flaky since the beginning of the year, pings are always at least double what they used to be and my evening speeds are erratic/slow.

I sent an email to the TalktoUs folks and a few weeks later I had a voice mail from someone who said they were following up on the TalktoUs email and gave their first name and that they were with advance tech support. They indicated I should call back and ask for a dedicated homerun line run from the box on the house to the phone outlet I use.

Well that all sounded fine until I called back to be connected with advanced tech support. The first time, I was disconnected when I was transferred...though they had my land line and cell number, no one called me back after the disconnect. Called back again,this time I was unfortunately connected to "Mike" who claimed his ID was MCM065403. I told Mike a detailed account of why I was calling but it was apparent he wasn't listening to me as he wouldn't even reply when I'd stop to ask him something. Several times, I thought I had been disconnected again due to his lack of response. Once I had his attention and let him know what was going on, he immediately told me that a homerun dedicated line wouldn't do anything to help. I then told him of a previous situation where bad wiring in the box at my house had resulted in poor speeds in the evenings and once it was rewired the service worked great 24-7. He then proceeds to tell me that there weren't any notes in the system indicating anyone had EVER been to my house to do ANY work, there was also no record that I had EVER contacted Centurylink about anything and there was no record that the TalkToUs folks had ever been involved with my account at anytime. After basically calling me a liar, he continues to say he will not put through anything on the homerun direct line as that wont help anything! When I told him that the homerun line had already been suggested by Chris in advanced tech support he just restated that he wasn't going to do anything since my line looked fine on his end.

It's very frustrating to send an email to TalkToUs when they totally disconnect themselves from the process by simply having tech support call. Tech support then leaves a message that provides no way of contacting that person again. Their total lack of notes in the system then leaves me to deal with unprofessional employees like "Mike" who goes out of his way to call me a liar.

I've sent a follow up to the TalktoUs folks in the hopes that they can step back in to have a tech come out and put in a homerun dedicated dsl line in.

mikelatino

join:2013-04-11
Winter Park, FL
hi: i am sorry you are having an issue. i like to just let you know that whenever you talk to a tech yes please get his "eid" or employee id number if you get a tech that is unresponsive or disrespectful , please just so that you get the appropriate help, ask for a supervisor. in centurylink/embarq/centurytel/ a supervisor will almost always be what we call a "tech lead" most of the time they will have access to the network, in your case that will be the dslam or and redback, as a matter of fact tier 2 and tech lead techs have access to tools that will let them know the quality of the line for a specific period of time, so to end this, in your case as you explained a supervisor will be your best bet...good luck ...........

CenturyLink
VIP
join:2009-03-09
Boise, ID
kudos:7
reply to mooch
Hi mooch,

Sorry that your troubles continue. If you can DM us your name and acct number I can verify that your follow up has been received and look into what's happened. Our team is not tech support, but we do with with tech leads and supervisors on a regular basis. Our process is to send your information over to our contacts for them to contact you. If they do not reach you they will leave a message with a number to call in. I'm sorry that Mike gave you a very poor support experience and we will definitely pursue this with his management. We'll do all we can, I just can't recognize your account number based on your DSLR username. Thanks.

Joey H
@CenturyLinkHelp Team


mooch
No Booing Allowed

join:2001-11-11
Dublin, OH
Thanks for the reply Joey, By "DM" I figured you meant that I should send you a personal message from the forum? I did that a few moments ago and I also sent you an email yesterday on this same topic. Thanks for your help and have good weekend!

CenturyLink
VIP
join:2009-03-09
Boise, ID
kudos:7
Yep, DM, PM, they're all the same to me these days I got your message and just replied to update you. Thanks for sending so quickly.

- Joey


beze

join:2006-09-05
Albuquerque, NM
reply to mooch
Sorry you are having these troubles, I have a 3 meg down connection with them, it is not much to maintain and the once or twice a year it does go down CL's tech support is atrocious. The last time they were out in December they were more focused on selling me a modem even though there is nothing wrong with the three perfectly good working modems I already have. I told the tech I'd purchase a third party modem instead of buying theirs and he said fine and left. Two hours later my internet connection miraculously started functioning correctly again.