Bessie P.

Tues, Sept 15th my son & I talked to a guy in tech support. Asked about higher internet speed, improving WiFi, & why internet keeps cutting in & out. He said he'd check the modem. Few minutes later said it was way old, we needed a newer updated model. That it was $15 a month or $200 outright (found out later they only lease), the new modem should solve our problem. We got the new modem, Sept 17th. It is not the promised resolution to speed or connectivity. In fact. It is a lot worse. It did improve the WiFi connection slightly. The same day, Sept 17th, I had a virtual doctor's appointment. I am under care for a bad leg infection, when I did not get the call I tried to call them. That was when I found out I had no phone service, because he had arbitrarily canceled my phone service. Why? I talked with him about internet issues. Nothing was ever said about phone service. No one will answer that question. He said he would email me a copy of our phone conversation (their usual practice). I never got it. I used their messenger. They keep saying that my phone service will be restored. They have listed 4 different re-connection days. All have come & gone with no one calling or coming by. Not a note through email or messenger. I have tried to contact them through my account. Which I was unable to access for a full week. I was finally allowed in, only to find my promotional had been canceled, lifeline, etc & they wanted that "refund" for those services, now. I was allowed back in on Sept 25th. The due date for their "refund" was the 23rd. I did get a bill listing my canceled phone promos (because they "expired" original date was Jan 2023). My canceled loyal customer discount (for 20 yrs). My canceled lifeline & OR telephone assistance (I am a senior citizen & disabled, so still qualify). Also learned the cost of my service is doubled. A service that I, as yet, do not have. My son came in the afternoon, we called Centurylink. Told the guy what was going on. He said let me call you back in a few minutes. He never did call. I use a phone for the hearing impaired. I also have mobility issues. How am I going to call 911? Or my doctor? When I cannot even get out of the house. My ramp needs to be fixed. All total, I have tried to have dialog with them 6 times. The last 2 were totally ignored. But messenger was the only option when I have no phone service & I could not get into my account. I tried to use the customer chat, it points to messenger. Earlier in the year I had tried to have a dialog with them, I called, stated the reason for my call, was told, "Okay give me a couple minutes." nearly 20 minutes later it was, "Oh. That's not this department, let me transfer your call." after stating the reason for my call it was an almost exact repeat of, "Okay give me a couple minutes." nearly 20 minutes later it was, "Oh. That's not this department, let me transfer your call." And this was repeated almost verbatim 4 more times, with each on hold between 15-20 minutes. The next time (7th) they went to transfer me. I hung up. Towards the end of last year I had an issue with the internet. I called tech support. After going through the motions for nearly 50 minutes, and no resolution. I was given someone else who was supposedly more informed. I told them we already did that. But. He insisted, so we went through the same things I had previously with the other ‘tech' person. This person gave me a number to call. Said that person would help me resolve the issue. And it was a sad repeat of the previous two calls. Another wasted 45 minutes. So I gave up. I was talking with a friend who works at the hospital, told her what happened. She said that was the sort of thing that caused her to quit association with Centurylink. Suggested I try the computer geek who takes care of the hospital's computers. He was internet, software, and hardware savvy. I called the guy. He asked for permission to use "GoToAssist". I gave it. It did not take him more than 3 minutes to solve the issue that 3 tech support personnel at Centurylink could not do in over 2 hours & 15 minutes. I have now been without service for 3 weeks. First time something like this has ever happened to me. This past year & half with them has been terrible.