[olug] Centurylink "Gigabit" my ass....

[Craig Wolf]

Shafted with a smile.  CL Rocks!

Craig Wolf
(402)990-3010


On Tue, Jun 17, 2014 at 10:38 AM, Brian Roberson <roberson at bstc.net> wrote:

> Thought I'd get this on the list an archived for the crawlers to pickup on,
> I must admit, I had a bit of frustration at this point, just because I've
> spent an inordinate amount of time just trying to get what I ordered, and
> getting nothing but call here, call there, etc..etc..etc..
>
> I called in to CL yesterday and pretty much got the same
> bounce-around/deflection, but I figured I've give the old chat-roulette
> option a try:
>
>
>
> 6/17/2014 about:blank
> about:blank 1/3
> info: at 8:24:06
> Your place in queue is 6. We will assist you as soon as possible. Please
> wait for the next available Internet
> Support Agent.
> info: at 8:26:06
> All our representatives continue to assist other customers. Your place in
> queue is now 5. Thank you for your
> patience.
> info: at 8:28:06
> All our representatives continue to assist other customers. Your place in
> queue is now 4. Thank you for your
> patience.
> info: at 8:30:06
> All our representatives continue to assist other customers. Your place in
> queue is now 2. Thank you for your
> patience.
> info: at 8:31:52
> All technical support chats may be recorded and used for training purposes.
> Hello, you have reached
> CenturyLink Internet support, my name is Annette in Boise. Will you please
> verify the billing name and
> address on this account?
> Brian Roberson: at 8:32:03
> Brian Roberson
> Brian Roberson: at 8:32:09
> <REMOVED>
> Brian Roberson: at 8:32:14
> <REMOVED>
> Annette in Boise: at 8:34:21
> hi, you have gpon or prism, the order just went thru and all I know is I
> cant pull up this account
> Annette in Boise: at 8:34:39
> I can transfer you to prism and see if they can help and pull up the
> account, one moment
> Brian Roberson: at 8:34:58
> ok
> Brian Roberson: at 8:35:15
> I also need help setting up MyAccount
> Annette in Boise: at 8:35:28
> they arent in, their number if you want to call is 8663144148
> Brian Roberson: at 8:36:03
> its GPON, and it was just installed yesterday.
> Brian Roberson: at 8:36:20
> not very happy with service so far, glad I made sure it was month-month
> Brian Roberson: at 8:36:36
> can you at least help me setting up MyAccount?
> Brian Roberson: at 8:36:54
> I have gotten nothing on paper, so I dont have a "security code"
> Brian Roberson: at 8:37:07
> and my account is not tied to an email.
> Annette in Boise: at 8:37:11
> I can get you to that dept
> 6/17/2014 about:blank
> about:blank 2/3
> Annette in Boise: at 8:37:14
> they are open
> info: at 8:37:36
> Please wait while I transfer you to an operator who is better suited to
> provide you the help you need.
> info: at 8:37:39
> You are now chatting with 'Michael A. (20803)' at Residential English.
> Brian Roberson: at 8:38:20
> Michael A. (20803): at 8:38:51
> Good morning, how may I assist you today?
> Brian Roberson: at 8:38:57
> two things...
> Brian Roberson: at 8:39:30
> #1 - I need help setting up "My Account" - and #2 - I should be getting
> 1Gbs - and only getting 200Mbs.
> Brian Roberson: at 8:39:49
> is it a provisioning problem?
> Michael A. (20803): at 8:39:51
> I will be very happy to help you log into your MyAccount profile. Please
> provide me with your account
> number so we can get started.
> Brian Roberson: at 8:39:56
> <REMOVED>
> Brian Roberson: at 8:40:13
> it was just installed yesterday.
> Michael A. (20803): at 8:40:22
> The MyAccount online system will not be able to recognize the existence of
> your account until your
> first bill prints. Once you have received your first bill, please click the
> "Residential" link in the upperright
> corner of the home page of CenturyLink.com to establish your MyAccount
> profile. You will need
> your billing telephone number and security code or security answer to
> create your MyAccount.
> Michael A. (20803): at 8:40:45
> I will be happy to direct you to the correct department for assistance with
> the speed
> Brian Roberson: at 8:41:10
> ok - second transfer... dont loose me!
> Michael A. (20803): at 8:41:19
> You will want to contact tech support at 877-348-9005 to see why the speed
> is not where it should be
> Brian Roberson: at 8:41:27
> ugh...
> Brian Roberson: at 8:41:43
> you dont have access to at least see what I'm provisioned for?
> Michael A. (20803): at 8:41:57
> Just to verify that I am speaking with a responsible party on this account,
> please provide me with your
> complete billing address, along with either the last four digits of the
> account holder's SSN or three
> digit account code.
> Brian Roberson: at 8:42:25
> <REMOVED>
> Michael A. (20803): at 8:42:50
> Thank you and I would just like to thank you for your business and let you
> know that we appreciate it.
> Michael A. (20803): at 8:43:02
> 6/17/2014 about:blank
> about:blank 3/3
> You are on the internet speed of up to 1GB
> Brian Roberson: at 8:43:41
> ok , but to actually get it, I'll need to call 877-348-9005
> Brian Roberson: at 8:43:44
> ?? Michael A. (20803): at 8:44:20
> Correct
> Brian Roberson: at 8:45:28
> I'll tell you, between the installation tech and you, this makes 10 people
> I've talked to, all sending me in
> another (different) direction.
> Brian Roberson: at 8:45:48
> you guys shouldnt winder why you get poor rating on customer support.
> Brian Roberson: at 8:46:07
> this is a NEW service, and cant even get what I ordered.
> Michael A. (20803): at 8:46:16
> I apologize for the inconvenience.
> Brian Roberson: at 8:46:29
> can you email me a chat session please?
> Brian Roberson: at 8:46:35
> (log)
> Brian Roberson: at 8:46:56
> or do I need to screen shot this whole thing
> Michael A. (20803): at 8:47:16
> What is your email?
> Brian Roberson: at 8:47:23
> <REMOVED>
> Michael A. (20803): at 8:47:30
> Is there anything else that I can help you with today?
> Brian Roberson: at 8:47:51
> nope, nothing you helped me with though.
> Brian Roberson: at 8:48:03
> deflection and mis-direction
> Michael A. (20803): at 8:48:12
> Thank you for using CenturyLink.com today. Our goal is to provide you with
> excellent service and we
> appreciate your business. Please take a moment to give us your feedback by
> completing the post
> chat survey. If you need further assistance, please click here for
> additional customer service options
> on CenturyLink.com.
> info: at 8:48:13
> Thank you for using CenturyLink.com. Your chat session has ended.
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