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xstortionist

join:2013-04-14
Lehigh Acres, FL

[CenturyTel] CenturyLink Internet Goes Out Every 10-15 Minutes

Hi there,

Been browsing this forum for a while now and thought I'd share the issue I've been having with CenturyLink going on for the past 3 months. My internet keeps dropping out every 10 to 15 minutes. Xbox live disconnects as well as my laptop and desktop computer. This all started happening after my old Embarq modem died on me. I called up CenturyLink and they were supposed to send me a new modem but instead they sent me a letter telling me to send them my old modem back, which struck my wife odd considering we paid for the modem, we were not renting. That's an entire different story I suppose.

Anyways, I ended up getting a CenturyLink issued westell gateway from a friend of mine who switched to Comcast. I installed the modem and the internet seemed to work fine and then we started noticing it was dropping out every 15 minutes. So I called CenturyLink, did everything the tech told me to do and still the problem was there, the tech told me the lines were damaged at my house, which isn't true because they sent someone to my house to check the lines a week prior, which in result, the tech told me the modem was damaged.

So after that, I went ahead and purchased a centurylink modem 6600 series, I installed the modem with my netgear wireless router and again the internet continues to go out every 10 - 15 minutes. I've had to copy and paste the text in this post twice because my internet has gone out 2 times since I started typing this thread. I've called CenturyLink so many times and yet they are unable to get my internet to work for more than 10-15 minutes at a time. They keep saying nothing on their end is wrong but I just don't know what to do. All the modems now say CenturyLink and not Embarq, what strikes me odd is that my embarq modem worked just fine until it died. We never had internet go out unless it was effecting our entire area.

At this point I'm at a loss. I called Comcast but they do not offer internet my area... we are stuck with CenturyLink, I just wish that our internet would stay connected for more than 10-15 minutes at a time. It's frustrating say the least. Any help would greatly be appreciated it. I'm pretty tech savvy but I do not understand networking at all.

Thanks!

-Derek


Technicholas

join:2010-11-11
Winterset, IA

Re: [CenturyTel] CenturyLink Internet Goes Out Every 10-15 Minut

Hello,

What is your SNR's?

Try plugging in directly outside on the box and see if you have any problems.


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

Hi xstortionist,

This is Joey with CenturyLink. I'm very sorry that you've been having all this trouble with your connection recently. Our team is happy to help you out here. Please send us your account information and issue details to TalkToUs@CenturyLink.com. We can have a DSL specialist look into this for you. Thanks.

Joey H
@CenturyLinkHelp Team
TalkToUs@CenturyLink.com


xstortionist

join:2013-04-14
Lehigh Acres, FL
reply to Technicholas

Hi there,

Firstly, thanks for the response, much appreciated. When I get home tonight from work, I'll login to my modem and get you the SNR information you requested.

I currently don't have a ethernet cable to test plugging straight into the box, I'll see if I can borrow one from work and give it a go.

Will update you later on this evening.

Thanks!


xstortionist

join:2013-04-14
Lehigh Acres, FL
reply to CenturyLink

Hi Joey,

I'll get an email sent to you during my lunch break.

Also, exactly what account information do you need from me?


CenturyLink
VIP
join:2009-03-09
Boise, ID
kudos:7

Thanks for the quick reply. We'd need your name, account number and billing address to verify the account. Just send what you can and we'll work with you from there. Thanks.

- Joey


xstortionist

join:2013-04-14
Lehigh Acres, FL

Thanks Joey, info will be on it's way soon.


xstortionist

join:2013-04-14
Lehigh Acres, FL
reply to CenturyLink

BTW, I talked with my neighbor this morning while take the trash out to the road and he is have the same exact problem as me, he says his internet goes down every 15 minutes or so. There is a problem with your service that needs to be addressed, not sure why we are paying over $60 a month for internet that isn't working properly.


markdweaver

join:2013-04-15
Newville, PA

There is most definitely a problem somewhere within the CL network. It's very likely not your phone lines or your gear. Since 3/20/2013 my DSL service has been up and down. I have a DSL connection through a local ISP - Pa.net. I happen to live in CL territory so they own the phone lines. I'm paying for a 5.0Mb down and 768Kb up connection but when it is able to maintain a connection the best I can get is 1.6Mb down while strangely the upstream remains almost normal.

CL has told my ISP that there is a problem somewhere on their end but they're not sure where it is or what it is. Even more puzzling is they're not sure when they'll have it resolved. Being a network/IT consultant myself I find it a little hard to wrap my head around someone not being able to find a problem on their network. Especially with the resources available to CL engineers. Frankly, that smells a little funny. My first reaction is to scream incompetence on CL's part, but somehow I'm finding that just a little too easy. Thinking about how I manage my clients' networks for them and the tools used to perform those tasks I can't imagine CL wouldn't be able to do he same for their network having vastly superior resources available to their staff to find and fix this problem.

If I were into conspiracies considering how CL is gobbling up smaller networks and ISPs I would have to say that they're attempting to squeeze out the little guys. I even tried contacting them myself to see if there was anything they could tell me, but all they would talk to me about was signing up with no guarantee that my service would be better than it is now. Really? I've got a business to run that depends on internet connectivity and CL has no idea whats wrong or where the problem is or when it's going to be fixed.



Britt

@myvzw.com
reply to xstortionist

Definitely also having issues with the Internet in the last 15 minutes I have been kicked off five times. I have called centurylink five times and I get the same thing "no problems on our end" or they say there is nothing wrong. It's quite aggravating. They sent out a tech guy who disconnected all the other phone jacks in the house so there is only one connected. Also, have tried everything they suggested. Thinking about just canceling and finding a new company.


GetMoney

join:2010-06-11
Reviews:
·Time Warner Cable
reply to markdweaver

said by markdweaver:

Really? I've got a business to run that depends on internet connectivity and CL has no idea whats wrong or where the problem is or when it's going to be fixed.

Yes, really. You are not CenturyLink's customer. They have no interest in helping you with an issue you have through another company. The only thing they are interested in is your business. It's not likely that your problem will be resolved any quicker, it's just that at least they can tell you exactly what is going on and what is being done to fix it. That's the price you pay with a DSL reseller.

GetMoney

join:2010-06-11
Reviews:
·Time Warner Cable
reply to Britt

said by Britt :

Definitely also having issues with the Internet in the last 15 minutes I have been kicked off five times. I have called centurylink five times and I get the same thing "no problems on our end" or they say there is nothing wrong. It's quite aggravating. They sent out a tech guy who disconnected all the other phone jacks in the house so there is only one connected. Also, have tried everything they suggested. Thinking about just canceling and finding a new company.

Where are you located?