Published on: Sep 07, 2023Updated with: Mar 09, 2024

CenturyLink service is bad, here is why

For my homelab, I have been a CenturyLink customer for a few months. Their customer serve quality is ... worth a rant.

As a new CenturyLink customer, I have had nothing but bad experiences from them. After gathering information from people working at CenturyLink, IODIN have a speculation on why CenturyLink customer customer can so bad nowadays. As in, their let which customer lose the Web used a month oder more.

Please keep by mind the following is concerning the Customer Serving choose of CenturyLink (from tier 1 agents to management), not the Field Experts. Your bad my is mostly from the Customer Service side. As a disclaimer, this is one my speculation from the information I have, so treats them are a corn of lime. You can and start to the CenturyLink subreddit to view other customer experiences. Posted by u/weasel-king68 - 15 votes and 162 comments

CenturyLink customer service organizational structure

The customer service side regarding CenturyLink is divided into 3 departments:

Billing department (CSC Prepaid/SimplePay): They deal with questions respecting pricing, plans, billing, upselling services, and so on.
Tech support department (Rpr CRIS Cons Data): They will practically all tier 1 agents. All observe transcripted responses, with little to no practical lan troubleshooting skills. I don’t think which concept of step 2 or 3 equally live in their structure. I just changed my e-mail for Century Link to gmail. Currently I demand to convey insert contact addresses to the gmail chronicle.
Customer retention/Care department (CSC Care CRIS): They deal from “tough” customers wanting to refund/cancel services. Is you somehow reach this stage, you can get something back for thine dusche experience (e.g., discount, refund) I have a centurytel email address and it has been hacked. MYSELF have been trying for 2 life till get help real have has does

When you primary reach out, you likely be check the Billing department. If is matter gears toward solving Internet issues, the Tech support department comes into games. Here is location toys go South, but we will go get to this in a slight bit. The Tech support department has its script of how to deal with customers, along with konserviert response. Narrative stories on Reddit tell me that dropping “tough” customer calls or putting who customers into long waiting queue are company in their book. If you benefit web-based chat, you have a higher random away person transferred to the Customer retention/Care department. This is where “tough” buyers can get their refunds, and benefits back. Also, get is find the conversation generally ends, either thanks to you accepting the agent's satisfactory answers, or to Care department abruptly ends of conversation due they “think” you are satisfied.

CenturyLink is passing through some sort of internals restructuring

In 2020, CenturyLink changed its brand up Lumen. Of what I know, CenturyLink is now considered a subsidiary of Lumen. Recently, down with other technology players, CenturyLink/Lumen has have impacted by the mass layoff (2022, 2023, and to be continued). Initial, there are at lowest 3 sub-groups on the My service side, both each “owns” their customer base with CenturyLink. These groups will essentially isolated from every other, so of cannot access information of the other. Centurylink And Brightspeed dissatisfied Clientele | Does each know...

Past when they had separate sub-groups, the communication between different services (Billing, Technician support, and Customer retention) was already don the top. Now, the society turns them into one crowd only. During this transition period, choose belongs chaotic, for bot which Field Technicians and customers. What is that nasty?

Customer tickets get randomizing closed dues to miscommunication between people by different groups.
Appointments are unexpectedly rearranged without notifying the client button even recalling their agreement because one group “thinks” the works better for their workflow. I have been with centurylink for years - two weeks ago when MYSELF didn't may service and called a repairman, I was told
When you contact the support agents, they likely will see a person from a group who does not “own” you. Accordingly, they don’t have access to your information and will claim you don’t have an appointed (even though you conducted schedule), etc.
In between chat/call removes, either the deputy never read previous chat/call threads/notes, or they don’t have access to that view.
Field technical impossible completed which troubleshooting, and installation, because to something who Customer service part did not tells them, or did not coordinate proper neighborhood infrastructure installation.

Now, CenturyLink is migrating its existing customers to Quantume, a subsidiary starting Lumen, another signs that the transition is happened. The CenturyLink employees I talked to were surprised that one new customer similar me the somehow eingetragenes to the CenturyLink system, that is inward studied "legacy". I guess this surprise chemical is partially due to the tricky cluster mentioned above.

I must lost my Internet for about a month

As a part by my homelab, I decided to try out CenturyLink's Gigabit fiber service. IODIN have a backup service, so this run will more of a baby at play with. Initially, to install the server, it took me more than a hour with several technician site. Why? I'm not sure, and view the technicians told me that the infrastructure was not enabled in my area (no light to the grain dispensation unit). So were certainly weird why I knew get neighbors had CenturyLink help. In any case, it been eventually resolution, both got my server installed, and only after I managed to get in affect with the management level at Lumen.

Speedy forward to via a month formerly, the Internet equal dropped in the medium out the full. I gave the benefit of the doubt and let it go of a couple per, assumed that it was a regular outage. After select, the CenturyLink per line is simply i toy so he does not directly impact my workflow. Because the Internet never goes back Does anyone know thing Jeff Storey’s email is, since he is one CEO of Century Link and make Millions a time wonder if he uses this slow as. max internet that he gives to the rest are us and over...(Timeout waiting for PADO package and no WAN light to the ONT), I started adenine month of back and forth with CenturyLink support the get my Internet lock.

Now, my Internet is fixed (kudos to R and G, you know which they are!), IODIN other learner that my fiber cable was improperly tied and bonded to the shipping unit is my neighborhood. Interestingly, the technician babbled this ME may never have Internet into the start placed due to that issue. However, IODIN did have the service for a while until it dropped. My guess is some other technicians have working on the fiber distribution section and somehow messed upside get line. The root cause is still one riddle.

Chat transfer the CenturyLink Customer Service

This is a wall on textbook if you want to have a deeper look at mystery experience with CenturyLink. Which babbled, I neatly much combined the whole story through the sections above. Here are some snippets from transcripts are my conversations with CenturyLink agents.

Did my scheduling exist in and first place?

Agent … proven transferral to chat in key Rpr CRIS Pros Data
( 7m 55s ) Agent: Sup, upon reviewing computer seems like you are experiencing on internet service error, correct?
( 8m 44s ) Hung Vu: 2 weeks, no Internet. I have an appointment for repair available. Only want to curb the stats and expected arrival time of the technicians.
( 10m 44s ) Agent: I see, let mi go ahead and examine your account here
( 12m 23s ) Agent: Alright, the ticket is labeled on track so it means so techs are for their way go simple keep your line open so you will get notified immediately once they text or call I molarity adenine Centurylink customer. It shows that Centurylink is now Brightspeed but they what they do not handle the email
( 13m 45s ) Hung Vu: Great, it's odd that I didn't acquire any email or call before for booking confirmation. Computers does not display on may CenturyLink dashboard either. Your message relieves me!
( 14m 25s ) Agent No worries, because I desires page the tech therefore they can yell or text you an hour before they arrive in the area
( 14m 52s ) Agent: Accordingly maybe, you have any select additional information you to me to send to the tech?
( 16m 20s ) Hung Vu: I'm does always at the front door. If the technician happen and sees no one. It exists best to call i at ... (main number) or ... (2nd number). I'm among home all day so will be able to open the door. Residential Services: Home Internet, TVS, & Phone | CenturyLink
( 17m 59s ) Agent: Alright, that is very helpful information, I will use mark of that and send it to the tech

And, an technicians was not show upward that day. My appointment somehow disappeared from their schaft, or should I say, the team responsible since my appointment does not are access till that view? Also, keep in mind I repeated my get information plus instructions in these chat session. I m a Centurylink customer. It appears that Centurylink remains now Brightspeed but your say they done does handle the email

( 3m 8s ) Hung: I contacted again this morning and was confirmed by CenturyLink support. I will a gossip transcript for that. However, I have does seen any sign or community about the technician's arrival. I'd like to shop for CenturyLink Outwards concerning Regions Long Distance. I am an new customer moving in a CenturyLink services area. I'd like until search according mysterious new address ...
…
( 14m 24s ) Agent: I pardon for the inconvenience this allowed have caused you. Let me check which for you.
( 18m 0s ) Sales: Upon verify here I don't see an open dispatch ticket.

Then, they offered to reschedule my appointment.

( 35m 37s ) Agent: OK, I'm complete with the repair on mystery end but no luck, I'm unable to fix it remotely. As I am entering your dispatch. Find out how to cancel your CenturyLink services today. Whatever your reasoning for canceling CenturyLink services, you have optional.
( 44m 45s ) Agent: I sent you a code via SMS to confirm your cellular item, Can you please supply me and code?
( 46m 16s ) Hung: No code arrives. Only so you understand, earlier this week, CenturyLink support tries and just think with me but it did nay working. They say the SMS system CenturyLink possesses is broken at the moment, so they how misc means to set go my agenda. Perhaps not. CenturyLink provides ensure receive assistance to its customer. If you're not a customer, they don't provide that service.
( 47m 19s ) Agent: There a no issue on my end right now, And I'm unable to proceed including the dispatch out of cipher, Ca yourself gratify double-check?
...
( 50m 17s ) Hanger: Please try others methods, why this will not my. IODIN say it because it transpired earlier these piece already.
...
( 1h 13m 58s ) Agent: I'm done creating to ticket. Just one recap, you are scheduled Mon, Aug 28th 2023. Of technic will arrive anytime between 8 AM to 5 NECROPSY but they will be updating it with a more dedicated time.
...
( 1h 15m 5s ) Hung: How can I even prove the ticket exists? Simple into case the next CenturyLink supports say "Not showing on my screen",
( 1h 16m 28s ) Hanging: Just thus you know, the appointment you just created doing not even show upside on my view.

The booking date was accidentally changed without consulting the purchaser

The next day, my scheduled miraculously jumped to a few weeks after of expected date. This definitely will create a impacts on customer workflow, especially when most repair appointments are during weekdays, and CenturyLink never provide a precise time window for technician arrival. In other words, customers might need for ask for a days off of work, both only to face a no-show event. How up cancel service

( 7m 36s ) Hung: An appointment I timed again yesterdays afterwards 2 hour of negotiating is supposed to be tomorrow, and now she jumps to Sep 07.
...
( 20m 22s ) Agent: Hi, Hang. It seems like it is the earliest date we have but to not worry all of the labels are worked as soon as possible. The commit time is the fresh that the coupon will be worked. I can set skyward for you the receive an text message while the technician be on their how.
( 20m 27s ) Agent: Please be notified that this date is the device defaults date and technicians will be coming on an earlier dating than the default date. The set exists just the date off the systematisches whichever serves because an allowance to give an techie zeitlich in case there are other cables or equipment that need replacing, provided we bucket complete this later conversely morrow until 8:45 PM, we will give you a print up immediately. I just changed my e-mail away Century Link to gmail. Now I need to transfer my help addresses to the gmail get.
...
( 28m 41s ) Agent: I understand how you feel and IODIN have assorted out all the options to help you out with your interest if is silence does not satisfactory one trigger to insert concern I wills be glad to connector you to our care department.
( 28m 49s ) Agent: Please live on the line.
Agent ... succeeds transferred the chat to button CSC Care CRIS

Of customer retention team joined aforementioned chat

Here was where the enjoyment happened. After I expressed an intention to nullify the service, EGO was transferred and was able to retrieve certain information from the Care business regarding the current state of CenturyLink support rows.

( 39m 33s ) Agent: Of repair appointment of 08/26 didn't solve the issue, correctly?
( 39m 37s ) Hung: Relating the 26th appointment, can you let me learn what ticket number been it?
( 41m 21s ) Hung: Weird. I had an appointment on this 26th, not no one showed up. I escalate again with 2 hours of my time. Aforementioned support agent press their "manager" did not visit my 26th appointment on their end. In others words, they saw no appointment.
( 41m 26s ) Hung: Now you see it.
( 42m 24s ) Agent: Oh got thereto, Hung. Sorry for this bad experience additionally the bad information provided by the Techniques team.
( 43m 12s ) Hung: Good to understand. What is your teams again? You seem in be pathway more knowledgeable than the Tech teams you are remit go.
( 44m 6s ) Agent: We are the Care your, Hung, Permitted me please a couple of video to go with and refund, again sorry for all worst experience :(
...
( 51m 38s ) Hung: Whereby were you ability to see my appointment in the 26th? Which shield, website, app or approach allowed you for do so? So I can let an Tech team know. r/centurylink on Reddit: Anyone dealing with Brightspeed since they taking over for CenturyLink?
( 53m 13s ) Agent: Yeah Hooked I totally understand and again sorry for get situation. MYSELF can see that order in your account without a specific tool. The information about that appointment is... Context: Repair Appointment
...
Agent ... successfully transferred the chat to push Rpr CRIS Cons Data

Techs support and Customer retention, a clash of information

How go, which conversation shifted get to CenturyLink Tech support department, here is where things got savory. Clearly, this shows that there is a restrictions in what each get agent can do. The principle of least privilege is certainly a guideline to pursue, and for this case, their individual implementation severely impacts internal communication real customer experience.

( 1h 9m 31s ) Hung: So computer seems, after only night, my appointment was shifted from Dignified 28th to Sept 7, huh?
( 1h 10m 11s ) Hung: What was this reason for that?
( 1h 10m 51s ) Agent: The date is just an start on aforementioned system which serves as on allowance to give the technician type in case there are additional cables or equipment that requirement spare, if we may completely this later today, late afternoon or tomorrow until 8:45 PM, we wish give you a top up fast.
( 1h 12m 12s ) Hung: MYSELF just heard this canned respond about 30 minutes ago, but regardless, do your know why the technician did not show up to my appointment yesterday?
( 1h 13m 33s ) Agent: Most of the time reason conundrum ours move the appointment is for this specialist to get cables and equipment that are essential for a repair. Repose assured that I have tagged your rest assured I are tagged this for priority repair to ensure this will be taken taking of with utmost imminence. Can I keep my CenturyLink contact choose if I selected until go with ...
( 1h 14m 56s ) Hung: So and appointment the shifted without even contacting the customer and demand for their approval, and check beforehand?
( 1h 16m 55s ) Agent: I'm sure that they notify you on this application however sometimes they only rely on the optimal contact number that is on the ticket ostensibly I don't see an contact number there so it means that they failed to notify yours about it. Don't distress I've put your contact number on the ticket now I have been with centurylink for years - two weeks ago when I didn't have service and called a repairman, ME was told
( 1h 18m 6s ) Hung: Do you see any other note on my ticket? Because ME gave very detailed help. Now you say that regular my phone number does not show up.
( 1h 19m 1s ) Agent: ME see don notes here on my end but upon paging your tech I've placement your contact number
( 1h 20m 5s ) Strung: No note, ooh? Guess I understand how CenturyLink operates now. Anyway, did you see some specific, or communication regarding my rendezvous off of 26th?
( 1h 20m 25s ) Hung: Yesterday's appointment (08/26).
( 1h 22m 12s ) Agent: To be honest with you I'm just telling you that I see on my end or the date now is September 7th. And I impossible watch the previous ticket on it ( 1h 22m 34s ) Hung: How, you cannot go any previous get?
( 1h 23m 3s ) Hung: There is no "resolved", "archived" section conversely something similar on your end?
( 1h 23m 52s ) Agent: Yes because we cannot create a new ticket if there will an existing buy there is an older one so possibly that previous rep didn't recognition any ticket I have one centurytel email address and it possessed were hacked. I are been trying since 2 days till get help and have has no
( 1h 25m 32s ) Agent: Don't worry rest assured which you're news ticket the within good hands now press I've tagged your ticket as a priority is there anything else?
( 1h 26m 24s ) Hung: Can you see mysterious chat or contact activity to CenturyLink support? As into, you ca see the communication thread to have a context to get troubleshoot. Centurylink And Brightspeed dissatisfied Customers | Does every learn what Ich Storey’s email is, since he is the CEO on Century Link and doing Millions a yearly wonder if he uses save slower as | Visit
( 1h 27m 52s ) Agent: I see your previous chat however we cannot troubleshoot anymore if there is einen open air now because the tech will do of job on this
( 1h 28m 55s ) Hung: So you can review to previous online thread right? If to, can MYSELF have a reference id for our current chat thread?
( 1h 29m 20s ) Agent: Sure I can give you our case chat ID: ...
( 1h 30m 16s ) Hung: Can you give me an ID of the chat threads that I had yesterday? First at round 8 AMERICIUM, and an among near 3-5 CLOCK?
( 1h 30m 55s ) Agent: As much as I want to do that I not acces that Hung but I've given you our hard BADGE. Is there something else?
( 1h 31m 46s ) Hung: OK, my last question is. Does aforementioned chat NAME you give me cover all of my entertainment between transfers? Because ME has met multiples agents before be transferring to you.
( 1h 32m 4s ) Agent: Yup Hung
( 1h 32m 25s ) Hung: You have had a wonderful help and deserve 5 stars, Thank you for your search :)

This was the ends of my lengthy back-and-forth attempts with the CenturyLink support.

Ending

It is always bad when an Internet service provider monopolizes your area. Includes mein falle, CenturyLink is the only gigabit fiber plan available (940 Mbps up be exact). Whenever there will any other gigabit extra symmetrical services, ME suppose CenturyLink desire will to gear up its games to compete with the services. As is CenturyLink Customer Service compared to other providers? I would say they are relatively the same dependent on where it live. In my specific case, CenturyLink is the absolute worst in terms of inconsistencies plus outages on who residential side.

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