Report: #953914

Complaint Review: Century Link

  • Submitted: Thu, October 11, 2012
  • Updated: Fri, November 23, 2012
  • Reported By: Anonymous — North Salt Lake Utah USA
  • Century Link
    XXXXX, Utah
    United States of America

Century Link Lousy internet connections, no service for 3 days, and still REQUIRED to pay for those days XXXXX, Utah

*Consumer Comment: Worked for both

Show customers why they should trust your business over your competitors...

Last week on Tuesday, our DSL internet quit working around 5:00pm.  I called Tech support who walked me thru the usual checkpoints.  After verifying several times that everything was connected properly, Century Link agreed to send out a technician to fix the problem.  On Wednesday morning around 10:30am the tech came to my house and checked all the inside components, modem, phone lines, etc.  Then he went outside to determine the problem.  As it turned out, the problem was with their equipment.  He "fixed" whatever it was and drove off, calling me on his cell phone as he left.  He did not return inside the house to check the modem or my connection at all.  The internet did work for about 1-1/2 hours but it stopped working again around noon.  I called the tech back on his cell phone.  He let it go to voicemail.  I told him to come back and fix it again.  By the way, previous to his visit, we have had at least 4-5 other visits from the technicians to "fix" the problem.  Every time, it has been with their equipment and I was already using a 2nd modem that they sent me.  So back to this visit with the technician, he never called me back. 

I then called the tech support line again.  They walked me thru the same checkpoints as before and after about 45 minutes of checking, the guy on the phone decided I needed another visit from a tech, (ya think??????)  He agreed to put me in on the next day's morning's schedule.  I was to stay home and wait for them to show up from 8:00am to 12 noon.  I got stood up.  GRRRRRR!  I called the tech support line again at 12:05pm, asking where the tech was????  Apparently the guy I spent 45 minutes with the day before "forgot" to make up a service order for it.  UGH!!!!! Hello people!!!!! So again, after spending another 30 minutes going thru checkpoints........again........, I finally qualified for another tech visit.  (duh!)  This time, I had to wait at my house again from 1:15pm to 5:15pm.  Again, they stood me up, no visit and not even a phone call from the jerk who "fixed" it the day before.  At 5:08pm, I was really upset and nearly late for a DR visit.  I called tech support again, who walked me thru all the same stupid checkpoints as before.  I finally started getting really upset, explaining to the tech that the problem is NOT with the stupid modem.  It was with their outside equipment and did they HAVE to keep walking me thru the checkpoints each and every single time that I call?  I mean, duh!!!!  Get a clue, people!!! They asked me if I had a scheduled visit?  I said, "YES! twice today in fact, but I've been stood up twice in one day from them."  So then the stupid tech has the nerve to ask me what time it was.  I looked on the clock, "5:10pm".  So she told me that the time window went to 5:15pm and that they still had more time to be at my house.  I told her I wasn't going to miss my DR's appointment over it, although i ended up waiting anyway until 5:20pm and then left.  On top of that, she also had the nerve to tell me that they had a service ticket this time but they hadn't assigned the job to anyone yet.  Like they really were going to hurry up in those 5 minutes left, and get a tech assigned to the job and over to my house to "fix" the internet.  I told the tech that I wanted to speak to her supervisor.  The supervisor got on the phone with me and after explaining everything that had happened to me in the past 3 days, I wanted to discontinue their services and I also wanted them to back-date the final bill to the day that the internet stopped working. 

 So it had been 72 hours by this time, that internet was not working, except for the 1-1/2 hour that it did work.  The supervisor told me she couldn't do that.  She also couldn't stop the billing that day, and that it would be stopped the next day (now 4 days) at 5pm.  I told her she didn't have a right to charge me for service I wasn't getting, plus charge me an extra day without any internet service.  She told me she wasn't going to back down from this and that I would still have to pay for all of the days that I had been set up with their company to have their internet services.  I asked her to negotiate this with me.  This is not good customer service to stand them up twice in one day, and not return phone calls at all, plus charge them for 4 days of internet that they didn't have because of their broken equipment.  She wouldn't budge at all and I told her I am a fan of Ripoff report and would she like me to report them?  She didn't care and said to do "whatever" and so I am.  I will not go back to Century Link if they are the last internet service provider on earth!!! But, I will tell you that after I got home from the DR, the internet was working again. 

It was 7:00pm and the tech finally decided to come over and fix the equipment.  My oldest is 16 and they are not allowed to come over unless their is an adult age 18 or older in the home.  But he came anyway and did get the internet working for that last day after all....but he was 11 hours late.  Very poor company image all around and I would NOT recommend them.  We switched to Comcast who was very prompt in setting up our new services.  Their first modem did not work too well and the guy who installed it gave me his company cell phone number.  I called him to tell him the connection was slow.  He mentioned it was his day off of work but that he had another modem in his work truck.  Even though it was his day off, he still answered his cell phone, returned my call, and came over and installed a new modem, no questions asked.  How's that for customer service? And our connection speed is much faster than it was with Century Link and we have the same speed plan as we did with Century Link too.  Thanks for reading and sorry this is sooo long. 
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This report was posted on Ripoff Report on 10/11/2012 05:41 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Worked for both

AUTHOR: Anonymous - (U.S.A.)

I've worked for Comcast for two years and then Centurylink/Qwest for five years. I can say first hand that Comcast is down way more, the cost is way more. shows 10791 Comcast complaints in last three years verse 6821 for Century Link.

I received 100x times more complaints working for Comcast in the first month than I did at Century Link in the whole 5 years.

You may think Comcast has a bigger demographic, but actually Century Link has a much much bigger area with a large international presence including all the way to Antartica (Mcmurdo station).

Century Link generally adjusts for any down time automatically, but the adjustment is so small because the internet itself runs between $19.99-$40.00 month depending on speed and promotion period. 3 days= maybe $2.

Each time a technician is dispatched, it costs the company on average $100. Sounds like a good deal you got. Charged the company around $200 for a service you only have to pay maybe $30 for.

I stopped working for Comcast when most the work outsourced to Bangladore, but fortunately Century Link remains primarily local.
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