[olug] Centurylink "Gigabit" my ass....

Brian Roberson roberson at bstc.net
Wed Jun 18 09:06:44 CDT 2014

Just a small update for those following the trails:

I received a call from the CL field supervisor and he is telling me the tech "installed the wrong modem" 

He offered to send out another tech and get the right one installed, but I am out of town on business calls, so he was going to drop it today. 

Apparently the right modem is a technicolor C2000T. From the little research I've done, I'm now under the impression that they are doing bonding! Gpon handoff, using pppoe with mlppp? Makes sense seeing I'm only getting 200 up/down on my one ppp session on one vlan...

I'll be back Saturday so I'll give an update as it progresses. 

> On Jun 17, 2014, at 10:38 AM, Brian Roberson <roberson at bstc.net> wrote:
> Thought I'd get this on the list an archived for the crawlers to pickup on, I must admit, I had a bit of frustration at this point, just because I've spent an inordinate amount of time just trying to get what I ordered, and getting nothing but call here, call there, etc..etc..etc..
> I called in to CL yesterday and pretty much got the same bounce-around/deflection, but I figured I've give the old chat-roulette option a try:
> 6/17/2014 about:blank
> about:blank 1/3
> info: at 8:24:06
> Your place in queue is 6. We will assist you as soon as possible. Please wait for the next available Internet
> Support Agent.
> info: at 8:26:06
> All our representatives continue to assist other customers. Your place in queue is now 5. Thank you for your
> patience.
> info: at 8:28:06
> All our representatives continue to assist other customers. Your place in queue is now 4. Thank you for your
> patience.
> info: at 8:30:06
> All our representatives continue to assist other customers. Your place in queue is now 2. Thank you for your
> patience.
> info: at 8:31:52
> All technical support chats may be recorded and used for training purposes. Hello, you have reached
> CenturyLink Internet support, my name is Annette in Boise. Will you please verify the billing name and
> address on this account?
> Brian Roberson: at 8:32:03
> Brian Roberson
> Brian Roberson: at 8:32:09
> Brian Roberson: at 8:32:14
> Annette in Boise: at 8:34:21
> hi, you have gpon or prism, the order just went thru and all I know is I cant pull up this account
> Annette in Boise: at 8:34:39
> I can transfer you to prism and see if they can help and pull up the account, one moment
> Brian Roberson: at 8:34:58
> ok
> Brian Roberson: at 8:35:15
> I also need help setting up MyAccount
> Annette in Boise: at 8:35:28
> they arent in, their number if you want to call is 8663144148
> Brian Roberson: at 8:36:03
> its GPON, and it was just installed yesterday.
> Brian Roberson: at 8:36:20
> not very happy with service so far, glad I made sure it was month-month
> Brian Roberson: at 8:36:36
> can you at least help me setting up MyAccount?
> Brian Roberson: at 8:36:54
> I have gotten nothing on paper, so I dont have a "security code"
> Brian Roberson: at 8:37:07
> and my account is not tied to an email.
> Annette in Boise: at 8:37:11
> I can get you to that dept
> 6/17/2014 about:blank
> about:blank 2/3
> Annette in Boise: at 8:37:14
> they are open
> info: at 8:37:36
> Please wait while I transfer you to an operator who is better suited to provide you the help you need.
> info: at 8:37:39
> You are now chatting with 'Michael A. (20803)' at Residential English.
> Brian Roberson: at 8:38:20
> Michael A. (20803): at 8:38:51
> Good morning, how may I assist you today?
> Brian Roberson: at 8:38:57
> two things...
> Brian Roberson: at 8:39:30
> #1 - I need help setting up "My Account" - and #2 - I should be getting 1Gbs - and only getting 200Mbs.
> Brian Roberson: at 8:39:49
> is it a provisioning problem?
> Michael A. (20803): at 8:39:51
> I will be very happy to help you log into your MyAccount profile. Please provide me with your account
> number so we can get started.
> Brian Roberson: at 8:39:56
> Brian Roberson: at 8:40:13
> it was just installed yesterday.
> Michael A. (20803): at 8:40:22
> The MyAccount online system will not be able to recognize the existence of your account until your
> first bill prints. Once you have received your first bill, please click the "Residential" link in the upperright
> corner of the home page of CenturyLink.com to establish your MyAccount profile. You will need
> your billing telephone number and security code or security answer to create your MyAccount.
> Michael A. (20803): at 8:40:45
> I will be happy to direct you to the correct department for assistance with the speed
> Brian Roberson: at 8:41:10
> ok - second transfer... dont loose me!
> Michael A. (20803): at 8:41:19
> You will want to contact tech support at 877-348-9005 to see why the speed is not where it should be
> Brian Roberson: at 8:41:27
> ugh...
> Brian Roberson: at 8:41:43
> you dont have access to at least see what I'm provisioned for?
> Michael A. (20803): at 8:41:57
> Just to verify that I am speaking with a responsible party on this account, please provide me with your
> complete billing address, along with either the last four digits of the account holder's SSN or three
> digit account code.
> Brian Roberson: at 8:42:25
> Michael A. (20803): at 8:42:50
> Thank you and I would just like to thank you for your business and let you know that we appreciate it.
> Michael A. (20803): at 8:43:02
> 6/17/2014 about:blank
> about:blank 3/3
> You are on the internet speed of up to 1GB
> Brian Roberson: at 8:43:41
> ok , but to actually get it, I'll need to call 877-348-9005
> Brian Roberson: at 8:43:44
> ?? Michael A. (20803): at 8:44:20
> Correct
> Brian Roberson: at 8:45:28
> I'll tell you, between the installation tech and you, this makes 10 people I've talked to, all sending me in
> another (different) direction.
> Brian Roberson: at 8:45:48
> you guys shouldnt winder why you get poor rating on customer support.
> Brian Roberson: at 8:46:07
> this is a NEW service, and cant even get what I ordered.
> Michael A. (20803): at 8:46:16
> I apologize for the inconvenience.
> Brian Roberson: at 8:46:29
> can you email me a chat session please?
> Brian Roberson: at 8:46:35
> (log)
> Brian Roberson: at 8:46:56
> or do I need to screen shot this whole thing
> Michael A. (20803): at 8:47:16
> What is your email?
> Brian Roberson: at 8:47:23
> Michael A. (20803): at 8:47:30
> Is there anything else that I can help you with today?
> Brian Roberson: at 8:47:51
> nope, nothing you helped me with though.
> Brian Roberson: at 8:48:03
> deflection and mis-direction
> Michael A. (20803): at 8:48:12
> Thank you for using CenturyLink.com today. Our goal is to provide you with excellent service and we
> appreciate your business. Please take a moment to give us your feedback by completing the post
> chat survey. If you need further assistance, please click here for additional customer service options
> on CenturyLink.com.
> info: at 8:48:13
> Thank you for using CenturyLink.com. Your chat session has ended.

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