Looking for contact to send site plan and no conflict form for a new commercial constru...

GetHuman-jsyvert's customer service issue with CenturyLink from May 2019

Help with my CenturyLink issue
The issue in GetHuman-jsyvert's own words
Looking for contact to send site plan and no conflict form for a new commercial construction. Peoria is requiring us to have each utility sign off.
GetHuman-jsyvert did not yet indicate what CenturyLink should do to make this right.
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How GetHuman-jsyvert fixed the problem
On April **th I ordered both services to be disconnected from my residence to the new home I have purchased on May **th. Then on Monday afternoon of May *th I lost service. I tried to power down and restart my modem. That did not help, so I waited and tried again later without success. That evening I called tech support. They tried several tests and then researched to find out that my service had been disconnected and referred me to customer care. However, it was after hours and I would have to call them in the morning. They do not open until * am. *Tuesday morning May *th. I called customer support and spent about ** minutes on the phone. I had a difficult time gaining her attention long enough to listen to me. She had a set protocol to follow and would not be swayed easily. Once she understood what happened she placed me on hold and called another department. She discovered that my service was disconnected with no explanation as to why or by whom. Then she would have to reestablish new service and provided me with a new phone number (account number). She told me that my system was now live and would have access to the internet between * pm and * pm. That did not happen, so I called technical support again. They researched and said that they could not see where my service was activated. I would have to call back to customer care in the morning. They could not fix my problem without an active line. This process took me another hour and left me totally frustrated. *Wednesday May *th. I called customer care again and spent over two hours talking to an agent and then asking for a supervisor, who totally screwed me. Unfortunately, I did not get his name. I spent over an hour with him going through an elaborate process checking with different departments. Then he promised to get me on-line that day, but it would take him an hour or so to complete and he promised to call me as soon as he had it completed. That never happened. So, then I called technical support once again who after a significant period arrived at the conclusion that there was no service activated yet and he could not help me. They told me I had to call customer support again, that this was out of their realm of assistance. I expressed my displeasure at how I have been handled and felt that no matter what I tried nobody could connect my internet service. I told him that there were three Century Link trucks at the junction boxes late this afternoon. None of that mattered and once again I accomplished nothing and grew more frustrated. I work at home on the internet, so now this loss of service was affecting my business and creating a loss of income. None of that phased them at all. They did say sorry for the delay or inconvenience, but it was lip service only. *Thursday May *th. I called customer care at * am and spoke to Heather. I explained my experience over the past three days and that I was at the end of my wits. I have basic internet service only with nothing to compound the issues at hand. It should not be a difficult process to connect me once again. She at least showed some compassion. Then she did something different because my service showed active but was not working. She went to the code division and discovered that was the problem. That there was an issue with the coding signal that did not allow it to go through. She said that it would be active by * pm. I said I had heard that before and asked to reach out to an executive in the company that I could speak with. She tried two escalation managers unsuccessfully. She wrote a detailed message to one of them asking him to call me. I told her to add that I was making a wager that he would not return my call just like everyone else in the company. I won that wager, but there were no takers of my bet. He never called. That was the highest level she had access to in the company. *All your employees have a code of conduct that prevents them from ever disclosing names or ID number of anyone else I have spoken with and they all denied having knowledge or the ability to access upper management. I understand that philosophy. As a business owner, my employees knew that if a client reached me, I would do whatever it took to resolve the problem, no matter what the expense. Then we would have a conversation on why they were not able to resolve the issue much earlier at a smaller cost and greater customer satisfaction. I have been in sales, management and owned my own business over the last ** years. I have established my own non-profit center for the blind in Modesto CA. I have a wide variety of personal experience in business. Century Link may be profitable, but your companies core values are not evident in your employee’s attitude, their customer care or the communication access within the company. I have spoken with about ** different employees over the last four days and Heather was the only one who showed some compassion for what I have been through and went above the normal steps to try and resolve my problem. ** pm came and no internet service, so it was back to technical support. Once again, I had to go through a long ordeal of explanation and his research. Aki said he would send a technician to my home to connect my service. He went through a lengthy warning that I must pay for the service call if there were any issues found inside the home. Aki was not a friendly, caring representative. He said that I would have to be home from *am to *:** pm waiting for a Technician to arrive. I agreed and asked him who I could charge for my loss of time, income, frustration and stress due to their unauthorized disconnection. He said I would have to ask customer care. Apparently, that was outside the scope of his focus. I will be on the phone at * am to customer care, hopefully reaching Heather. I want to get a service tech to my house before noon. I am confident that this will end up being a minor adjustment that should have been handled on Tuesday. *Friday – May **th. I called customer care at * am once again. I spent an hour and half with Jeremy on the phone. I thought I was going down a repeated path, but he kept assuring me that he was different. He asked me to let him do the work and call me back when he has it repaired. I said I had been promised a return call by agents, supervisors, escalation management. They all lied and never returned a single call, even when they dropped the call on their end. He kept coming back on the line every two-three minutes just to say he was still working going between three different departments. I endure the terrible music that looped every **seconds. Eventually he came back on line, I rebooted, and I had internet. He connected me to technical support. The line was still unstable, and they allowed a tech to come to the house. He showed up before noon and deleted my modem program and reinstalled it. **Problem solved. He told my wife that it was an on-going problem that was easy to fix, less than ** minutes, but management discouraged house calls to fix these problems. I went through four days of **** because of a company policy that prevented a tech coming out and fixing the problem in a matter of minutes. *Love *A dissatisfied customer
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Customer service issue
Reported by GetHuman-jsyvert
May 14th, 2019 - 5 mons ago
I have an issue with CenturyLink too
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GetHuman-jsyvert started working on this issue
May 14th 10:36pm
GetHuman-jsyvert confirmed the issue is fixed. Hooray!
May 15th 2:50am