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

Thu Jun 19 22:13:14 CDT 2014

Brian, with as much as respect as a SysAdmin could have, that has to deal
with their horrid fiber service, I picture you coming home to 667 bonded T1
circuits, and still falling way short. We get crap all the time with our
fiber, saying "Level3 throttles our peering" and dropped packets are their
fault. I am a customer of both, and have proof otherwise.

I hate them. I hate hate hate them, and I have rockstar access to the NOC.

I am sorry you have to deal with this. I honestly cannot wait to see prices
for gig to the home from Cox in a year or two, hell half of Omaha is still
stuck at 1.5 DSL from reports I have read. I highly doubt Cox has been
sitting on their hands, I know I have a Cox fiber cabinet near my house in
Papillion.

On Thu, Jun 19, 2014 at 5:36 PM, Brian Roberson <roberson at bstc.net> wrote:

> Update:
> Got a call back from the field supervisor, asked for a screenshot of the
> speed test to supply to an "engineer".
>
> Engineer called me this afternoon and is now scheduled to come to my home
> tomorrow and "sort it out" (lol)
>
> I'm coming to the conclusion that I may be the first customer that has
> actually ordered gigabit service, or the first one that actually called
> their bluff about not actually delivering it...
>
> More to come!
>
>
>
>
>
> > On Jun 18, 2014, at 8:43 PM, Brian Roberson <roberson at bstc.net> wrote:
> >
> > update: new modem dropped off and setup by CL. I walked my wife through
> connecting it to the network, to test I went ahead and just left the modem
> in-place and outside pfsense, and guess what....
> >
> >
> > NO change. still only getting ~200 up/down - This modem actually tells
> me the things I had to dig for though, pppoe on vlan 201. I left a
> voicemail for the supervisor tonight to let him know that, so we'll see
> what he decides to next.
> >
> >
> >
> >
> >
> >
> >
> >> On Wed, Jun 18, 2014 at 9:06 AM, Brian Roberson <roberson at bstc.net>
> wrote:
> >> Just a small update for those following the trails:
> >>
> >> I received a call from the CL field supervisor and he is telling me the
> tech "installed the wrong modem"
> >>
> >> He offered to send out another tech and get the right one installed,
> but I am out of town on business calls, so he was going to drop it today.
> >>
> >> Apparently the right modem is a technicolor C2000T. From the little
> research I've done, I'm now under the impression that they are doing
> bonding! Gpon handoff, using pppoe with mlppp? Makes sense seeing I'm only
> getting 200 up/down on my one ppp session on one vlan...
> >>
> >> I'll be back Saturday so I'll give an update as it progresses.
> >>
> >>
> >>
> >>
> >>
> >>> On 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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