Roger sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. that said:
Mr. Post, I have a serious complaint with your company. We have had Centurytel/Centurylink now for 7 years. We have your phone and Internet services. We pay for 10Mbps and the best I have seen in the last couple of years has been 8Mbps and that is a rare occasion. Typically it runs between 2 and 5 Mbsp. Recently it has been closer to 2 or 3. I have seen it as fast as 0.01Mbps - no joke. Every day we have to reboot our modem to gain a little speed. My wife has called on this so many times she has totally given up. She has already completed every step that the person on the phone tells her to do before she even calls. The person will not listen when she tells them she as done each step multiple times before she calls and they still make her go thru them again. They will not deviate from their script. They always want to know what modem we have (we had your modem for well over 6 years and even had it replaced several times). We decided in December that we would quit paying rental fees for your inexpensive modem and buy a good netgear modem to see if that helped. Unfortunately it did not make much difference (at least at this point it paid off and no longer an added expense like your modem).
Years ago they did send a service tech out and he told my wife that the problem is in YOUR hub and when he reset it, we got 9.9mbsp. He has actually done that several times years ago. The person on the phone will not listen when my wife tells them this. One person on the phone did tell her about 6 months ago that new trunk lines were being run to our town and that once it was complete at the end of that month it would correct the issue (we are still waiting for it to be corrected).
Everytime my wife calls, they tell us it is our modem. I even sent a comment on your website about the issue. Again they said it was our modem. Since there has been NO attempt to come check out the issue, we have been talking to all of our neighbors. EVERYONE of them have issues with your services and would like to have someone else for service. This tells me it is not my modem, but your poor service.
I am about to find out how much it will cost to run Fiberoptic cable (and not wire like your company) into the neighborhood and see if the neighbors are willing to pay the difference between what the other company is willing to budget and the total cost (if there is a difference). I am waiting for a price as I type this email. I think my neighbors will give it serious thought. If we do get the other service it will be 60Mbsp at a much lower price. (Personally I am tired of paying for 100% of the service fee to only get 20-30% of the service, kind of a ripoff wouldn't you say). And this does not even talk about the phone service (thank goodness for cell phones).
If you (or your representative) bother to reply, don't waste my time to say it is my modem. If you would like to discuss a solution to the problem, I am more than interested and willing to receive your response.
My name is Roger and my wife is Joyce (service is in her name).
