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| - I am on the verge of cancelling my service with Centurylink and moving to Cox. On June 13th I requested to upgrade my internet from 10mbps to 80mbps as our internet has been painfully slow. They said they couldn't get someone out until the following week, June 20th. On June 20th, the new modem arrived and someone came and did some work outside of my house. Later that evening after he left, I ran a speed test which indicated that I was still only receiving a speed of 10mbps. I have run multiple speed tests on 3 different laptops both via wifi and directly connected to the modem and it's the same every single time. I tried to chat with tech support that night and they couldn't help me. They told me I needed to call during business hours the following day. So the next day, I called tech support and they couldn't figure out what the problem was as according to them, Centurylink is "sending" 87mbps. So they said they would need to send a tech out and that they couldn't get one out until June 27th. So we waited ANOTHER week to get someone out here. The tech arrived today, checked things outside and said the outside line was fine and then came into my house and looked at my laptop. He said that the reason my speed was so slow is because my computer (which is only 2 years old) was not picking up the 5G signal and that I would need to go to Best Buy to purchase some sort of router so that my computer could receive the new speed. I knew that did not sound right because even hardwired to the modem, I'm still only clocking 10mbps. Additionally, after he left we pulled out one of the other laptops which DOES pick up the 5G signal and ran a speed test and it clocked at the exact same speed as my other laptop. The tech tried to say that those speed tests aren't accurate, which I might sort of believe if it came anywhere even close to 80mbps- but we're still at 10mbps which is what we had before and it has NEVER exceeded that speed- not even 11mbps. It does not matter what site I use, even the Centurylink speed test clocks at 10mbps. SO I made a trip to Best Buy anyway to see about this router he talked about. I explained the issue to TWO Geek Squad employees and showed them screen shots of the speed test as well as the "Modem Configuration" screen that the tech showed me to "prove" that we were getting 80mbps. I told them that they said I needed a router in order to achieve this speed. They literally laughed and said "Centurylink is screwing with you. You are NOT getting the speed you are paying for and no piece of hardware is going to change that. It's something on their end". To that, one of the gentlemen also indicated that he runs 300mbps via Cox on a 5 year old laptop with no 5G signal and zero problems.
From there, I decided to go directly into the Centurylink store as I am frankly sick and tired of being transferred to off shore call centers where I literally cannot hear or understand most of what is being said, not to mention being put on hold and spending hours on the phone. The woman at the store located in the Rainbow Promenade in Las Vegas was EXTREMELY rude. She called me over to her, yet continued to type on her computer while I explained the situation. She didn't look at my face even once. She eventually said, in an extremely rude tone "Ma'am, we're not tech support here. There's nothing I can do for you. You need to go home and call the 800 number to schedule a tech". I asked her if she could just schedule the tech and she said no. So, wtf are the people in the store there for if they cannot help a customer with tech issues and cannot schedule anything?
I went home and called tech support again. Again, I was stuck speaking with someone in another country that I could barely hear even with my phone volume as high as it would go. He did the exact same thing that everyone else did- told me to plug my computer into the modem and run a speed test on Centurylink's website. I did, and again it clocked at 10.4mbps. Again, he couldn't explain why that would happen when Centurylink is "sending" 80mbps. He put me on hold twice to "talk to someone in a different department" and we still got nowhere. He then ascertained that we'd need to send out a tech. The soonest appointment that he said was available was July 5th. That's ANOTHER week that I have to wait now. I've already waited 2 and now we're going into 3. I asked if he had anything sooner and he said no. He then went into confirming the appointment and as part of his script actually asked me if I was "committed" to this appointment, as Centurylink is very busy with appointments or something to that effect (again, I could barely hear).
I seriously cannot comprehend why it is so difficult to complete this upgrade process. I find it ridiculous that there is no way to escalate or prioritize a service call for someone who has already waited WEEKS and has not had their problem solved.
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