| rev:text
| - 1. My problem started 3 months ago when Centurylink did a DNS server migration. My computer lost internet connection and I kept getting a Centurylink DNS Migration Error page. I began to troubleshoot my computer connection with no success. I deleted the cache files, unplugged my router and devices for a reboot and still no connection. I contacted Centurylink customer service and was told my router DNS IP addresses were the old DNS server addresses. Centurylink did not have the respect for their subscribers to notify them of the DNS migration. How many other subscribers were left thinking their equipment malfunctioned.
2. I installed the new DNS IP addresses in my router which worked for about a week. I still got the DNS Migration Error page, Web Page Not Found and interrupted network connection. I contacted Centurylink customer service and was told my router was probably no good and there was NO trouble detected on my line. I tried to bypass the router in order to rule out any router issues and still could not connect directly to the internet. Customer service set up a field tech to come to my house. I made the appointment 4 days in advance and received an 8:00 am to 12:00 pm appointment window.
3. The field tech came out to my house and advised the DNS IP addresses I was given were wrong. I changed the router IP addresses again and was told my problem should be resolved. The field tech gave me his business card and left after 5 minutes. That night, I received the DNS Migration Error page and Web Page Not Found pages again. The next day, I called the field technician. He advised he was on another service call and would call me back. He thought the problem was my router. This field tech never called me back and suggested I should purchase a new Centurylink router.
4. I went out and purchased a new less expensive router from Bestbuy. I installed the new router which worked for about 2 days and then I lost internet connection again. I decided to install Google or Yahoo DNS IP addresses and bypass Centurylink DNS servers all together. This worked for a few days, and I lost internet connection again. How can I receive the Centurylink DNS Migration Error page again when I was bypassing their servers? On February 21, 2015, I noticed my landline phones did not have a dial tone. I made an appointment for a field tech to fix the phone line on February 26, 2015. On February 25, 2015, the dial tone came back prior to the field tech's arrival.
5. On March 4, 2015, I lost both internet and phone connection. I contacted Centurylink customer service to set up another field tech appointment. Customer service said there was NO trouble on my line. The customer service tech on the phone advised me a field tech would be able to respond on March 5, 2015. I told the customer service agent to just make my appointment the same as the first appointment (8:00 am - 12:00 pm).
6. The next day, I waited until 12:00 pm with no field tech arrival. I called the Centurylink customer service and was advised my problem would be fixed by 6:00 pm this day. I asked to speak to a manager. The manager advised me that since I called less than 24 hours in advance of my work order date, I was not guaranteed a 4 hour appointment window. I asked the manager why the customer service tech didn't advise me of this when I called for the appointment. I could have had the options of rescheduling or arranging for somebody to be home from 12:00 pm to 6:00 pm.
7. On March 6, 2015, a second field tech responded to my house. I explained the above problems. He advised me my problem was not with my router. I was shocked when he informed me that a phone card malfunction outside my apartment building caused my whole building to lose phone and internet service. He advised me that another field technician (Cindy) would replace the phone card after her current service call. He gave me his number and told me to check with him on March 6, 2015. He stated the replacement of the phone card would solve my current phone and past internet issues due to both sharing the same line.
8. On March 6, 2015, I still did not have phone and internet service. I called 2nd field tech and was advised Cindy probably got held up on her current service call. He advised me he would look into the matter. After my conversation with him, I noticed two Centurylink vans by my house. I asked if they were there to replace the phone card. They said "yes". First tech said second tech was leaving to get a phone card and would be back to replace it. He told me service would be on today. Both technicians drove away. As of 6:00 pm, my service was still not on. I also did not receive a return call from second field tech. On March 8, 2015, services turned back on. No notification from Centurylink.
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