Century Link Dsl — misrepresentation of services and fees
Let me start by saying I spent 2 hours and 13 minutes on the phone with Century Link this afternoon.
My internet connection had seemed slow lately. I opened a chat with their customer service who had me run a speed test. I was at like 223 download and 120 upload. The rep advised me to do a reset of the modem and power it down. I did that and reconnected with a rep who said I just needed to call technical services. So I did that which began the 2hrs and 13 minutes. The first associate had me run another speed test which was 487 download and 123 upload. She advised all I could be getting (due to my line type subscription) was 512 and the 487 was within range. I was still not satisfied so I was passed off to "Advanced" support. Advanced support advised he had tested my modem and it was fine and confirmed my line subscription was only for 512 but it appeared 768 was available in my area. Of course, he could not help me any further so he passed me off to customer support who had "high call volume with a wait of app. 38 minutes". Well Valerie got on the line many minutes later and informed me I was paying for the1.5 speed (Much faster than the 768 I was inquiring about.) So I questioned why I was paying for 1.5 but only getting 512. Valerie did not know and offered to issue me a credit of 24.99 and charge me 19.99 (Service for 768). I questioned why she was only refunding me one month when I had been paying the 24.99 for 1.5 for at least a year and obviously not getting it. She told me it was because this was the first time I called to ask. Confused, I asked if I was supposed to call every month to ensure I was getting the service I assumed Century Link was providing since they were charging me for it. She explained that I might have been getting 1.5 sometime in the past, she did not know so she would not credit me more than one month. So, I asked, how could I have been paying for something that she now tells me I am not even eligible to get. She said the facilities could have changed. She got frustrated and said I would have to talk to a technical support person. After many more minutes of waiting, a technical service support associate joined the call and said he was going to tell me what happened and then explain how they were going to fix it. He said that they had dropped the ball...when I began getting this service there was a high volume of service in the area so the meters allowed for 1.5. however new providers had been arriving in the area and customers had been changing service (duh...) so the meter volume was lowered and they failed to notify me as well as failed to lower my bill. He offered to give me a credit of 12 months worth of the $5 difference in costs between the 768 and the 1.5 (See they say they don't even have a rate for 512 anymore- apparently it was 24.99/mo.) He then went on to explain that it appeared there was some work being done in my area and periodically I should call them and inquire if a faster speed was available and if it was, they could change it and it may even be cheaper... So starting Monday, I should have 768 speed and a $60 credit and I guess I will make a monthly call to them to make sure I am getting what I paid for.
Here is how you check your speed.
Enter your phone number (with dashes) and click tests. Make sure you are close to the speed you think you are paying for.
Later in the evening, my neighbor calls and says he saw the email I sent everyone about century link and that he gets 1.5. So I call them back. Explain the situation about how my neighbor gets 1.5. The rep tells me that all I am getting is 768 and my neighbor can call if he wants. I three way him in and (by the way, he is a networking major at ECU). He convinces her to have meter test done and to set my line at 1.5. I run 1.5 ALL weekend with no problem. Century Link calls Tuesday night and said Meter read only set my line at 1.0 and they don't offer that speed so they will be bumping my line and my neighbors to 768. So I asked if I have been using it why can't I just have it? She could not tell me. This is the only ISP here. I am ready to move.
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