The complaint has been investigated and
resolved to the customer's satisfactionResolved Centurylink Dsl — speed issues
resolved to the customer's satisfaction
I have been having intermittent speed issues on CenturyLink DSL for several months. They usually resolve themselves, so I have not taken the time to call before this week, due to the time involved in talking with them. Monday night, I could not stream videos for the online class I am taking (I have 6 Mbps download speed), so I called. The first rep reset my modem remotely and I lost all internet connection. He then proceeded to tell me that he thought the issue with no connectivity was the network card in my computer. (Full speed at times, slow speed at times, but always a connection until HE reset the modem; then no connection. Yeah, its obviously my computer!) So, after being extremely rude, he transferred me. Next guy was very helpful, ran some diagnostics and told me that there was an ATM issue in their network and their engineers would look into it. It took just shy of 2 hours to get there. So, Friday my wife informs me that there was no connection most of the day. I ran their speedtest and got numbers in the 1 Mbps down and 0.1 Mbps up range. I called again. After about 10 minutes with a lady, she said she had to transfer me. Some guy mumbled a greeting of some sort and was so muffled that I couldn't get his name. He asked for account info and all. I told him what was going on and he said, "no, this wasn't sent the engineers and there is nothing on your account indicating a network error." I was flabbergasted because the guy Monday was really helpful and sincere. So Friday night rep #2 says, do another speed test. I did and got around 4 Mbps down and about .1 up. He said, that's within the range, so we don't need to do anything. I asked him about the test I did 30 min earlier. He replied, "If you can ever get the speed you are paying for we don't have to do anything, " and hung up. So about 5 hours passed and we were having speed issues. My wife was streaming a conference (wirelessly) and I couldn't upload photos (wired), so I asked her to pause it for a minute until I put the photos up. When she did, neither of us could connect at all. So, I called again. Very friendly rep named Brian answered. He asked what was going on and I told him. He said that he could see the info from Monday, but not the earlier call. It turns out that NEITHER of the two reps (nice lady and mumbly rude man) had even opened my account. He explained that there is a digital signature added to the account every time a rep pulls it. So they guy I talked to earlier in the evening had just been making stuff up. Brian told me that he works from home, so I can envision rude guy sitting on his couch watching TV when he got the call. Rather than do the job he was paid for, I imagine him BSing his way through our conversation and then just hanging up on me. Great to get paid for just sitting at home watching TV while ticking off your company's customers. Back to Brian--very helpful--ran many diagnostics and told me that one of the elements of my modem was not reconnecting to their network after resets. Again told me that engineers would be working on it. So, now I have internet right after I do a hard reset of my modem. After being idle, though, there is nothing and I have to reset. Currently pulling speeds of about 1 Mbps down and 0.1 up from http://spdtst-dlls.tx.centurylink.net/: [Download Speed: 1154 kbps (144.3 KB/sec transfer rate) Upload Speed: 60 kbps (7.5 KB/sec transfer rate)] So, I pay for way more than I get. No one offered any refunds. Even more frustrating is that I use this connection for work and my rate goes way down when the network is slow.
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