Century Link Keswick Virginia

Complaint: It all started when I called Century Link for service as I had relocated and Century was the only internet provider in the area. I was told that there was a problem (unspecified) which was why it was taking so long to get an account set up. I asked the rep to solve the issue and call me back. I never received a call back. The next day I called and 91 minutes later Century agreed to provide me with internet service and arranged an install date. I was also told that a modem was being sent overnight. The next day, no modem, the day after no modem. On Friday before work I got a call that the tech was on the way to install the modem that I did not have. I also learned that the reason I had difficulty establishing an account was because a prior resident at the place I was renting did not pay their bill. This should not have affected me in any shape, color or form, but in did by taking over an hour and a half of my time just to get an account set up. On installation day, in addition to not having the modem, it took the techs (two of them) over 2 hours to get the service working. They spent hours on the phone trying to get someone to make some back office changes to get things to work. Other than wasting half of my day, things seemed to be ok. On Nov 5 the internet was acting flakey, cutting in and out. We called customer service, they reset the modem, which made things better for the moment, but we had already done that numerous times and yes, it makes things better for the moment. I requested multiple times a tech visit and Century Link refused to schedule an appointment. Fast forward, I went on vacation to attend my daughteru2019s wedding. When I returned on November 15 internet did not work. I spent three hours on the phone, getting cut off multiple times and finally was told that it was a programming problem and that on Monday the programming issue would be escalated and that I would receive a phone call. I did not receive the promised phone call, so back on the phone multiple times. On Tuesday a supervisor told me that he saw the problem and that virtually any of the folks that I had spoken to should have been able to fix the issue. The internet was finally working, albeit poorly. I should also point out that on Tuesday a tech visit was scheduled. I called at 8 am to find out what time to expect the tech. I was told 1:47. At 2:20 because no one showed, I called again and was told that the tech would be contacting me to let me know what time he/she would arrive. I am still waiting for that phone call. Needless to say, the tech did not show. I was alter told that the call was rescheduled for December 5. On December 5 no one showed. Finally today a tech showed up unannounced. He replaced the modem and ever since, the internet has been worse. It will work for 10 to 30 minutes and then cuts out. Century Link now tells me that there is an issue with the outside wires. DUH Should the tech not have figured out and fixed that issue. After house on the phone this evening, there is another call scheduled for Wednesday. Five days without internet is unacceptable, and if history repeats itself, no one will show. I am fed up with paying for services that I am not receiving. Kindest Personal regards Jerry Jorgensen

Tags: Internet Services

Address: 100 CenturyLink Drive Monroe, Louisiana United States

Website: centurylink.com/

Phone: 800.833.1188

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