Tom sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. that said:
This past weekend, 02/21/16, I started an online chat with a customer rep because I wanted to end my service with CenturyLink, I was paying more money for less speed that I could get from 2 different carriers.
The rep told me I could get 40 mbps speed for what I was paying which is around $70, I thought I would go with that because I had been with CenturyLink for 2 years and had been pretty happy with your service. They then told me I could get Prism TV for no extra cost, was not too interested in TV but said that would be OK, I was told that was going to be an offer that was good for a year and that I would be notified a month before that my service would go up to $130 at that point which I said was fine.
About an hour later I checked my speed and I was getting 35-36 mpbs and was very happy.
That coming Wednesday (02/24)a tech came to our house to install a new modem and the Prism box, when I got home that night to check my speed and it was 20 mpbs so I contacted a rep online and they said that is what my speed should be based on the order they had, I asked them to fix that because until the day before I had the speed I was promised.
They said they gave me a 40 mpbs for 6 months as a special offer, I asked them to remove that request because that was not what I had ordered. they said they did and told me I had to call the next day because Customer Support was closed that time of the day.
I called and was told that I did have 20 mbps service because that was what was on the order and that I would get 40 on March 1 because there was a additional special discount for 6 months, I told them to cancel that because I had not accepted that order and to reinstate me to what I had before.
After much discussion they said I would have 40 mbps that same day.
Came home and my speed was still the same I contacted online Customers Service and got the same runaround and that I needed to call the next day.
On Friday 02/26 I called and basically was told the same thing the day before, that I was slated to have 40 mbps on 3/1, so what I was told the day before was a lie.
Asked the person since they knew CenturyLink what they would recommend because at this point I was very frustrated.
They said they could give me a discount on Internet to around $20 a month, so I asked them what would my total bill be and they said it would be around $110 a month, which is $40 more than what I was paying and not the $70 a month I was told on Sunday.
At this point I was terribly frustrated because everything I had been promised on Sunday was not happening and I thought that my desire to honor our 3 year relationship was for nothing,
At this point I was so frustrated that I asked the rep what should I do because they knew CenturyLink and I did not.
They did not know what to tell me so I asked them to remove Prism and tell me what the new cost would be.
At least that part ended in a good state and I was promised Internet at around $33 a month for 40 mpbs.
But I cannot in good conscience suggest CenturyLink after all I had to go through to get the results I did.
Hope you can help me be a satisfied customer but at this point I am not and cannot recommend CenturyLink to anyone who asks.
