16 Jun, 2021 → by ClaimboUser526836
Phone landline

2

In late August 2020 we ordered and received a business landline. In September we started to have issued with the line that made it impossible to have a call. We have since had several tickets to fix this without success. Centurylink repair, who have been at the property at least 12 times, or more, had confirmed since fall last year that to resolve the issue they would need to dig to repair the ground fault by finding, digging and making the repair from my house to the main of the street. However, to this date they have not done this. Instead they just keep closing the ticket. Then I need to call again to raise the repair request. In May this year a tech suggested they ask the neighbour to make a "temporary" connection (that they say isn't really allowed) while they fix my ground fault, which was due to take some weeks. So they ran a loose (yes just over the fence, street and our gardens) line and reassured both my neighbour and I it was just short term while they fix the line. I got a call a few days after this from the dig technician who said: "to be honest that it would be a hassle to dig and suggested and cancel the service". I was quite surprised by this and I asked him : "is it normal to suggest customers go elsewhere because you prefer not to do a repair?" I also asked: "if this is the case why was I not told this several months ago, and can he make a note on the system so that I am able to get a full refund?" To these he replied that not for him I should talk to customer service. When I pressed to say but you are repair and need to up date the ticket will you put what you said in the notes? He said no. Still waiting to see what happens. A week or so alter I call customer service and was told the ticket was closed (again). And again after explaining the situation they reopen the ticket and send out another tech at the start of June. he was surprised with what he found and send out an update to the supervisor. Last week two tech who have been here before visited (they actually had installed the "temporary line" . I ask what was happening and the reply was something like "it being worked on" . When I explained what I was told by the Technician supervisor (I have his name and number) they just brushed it off. And guess what? they closed the ticket again! I called today to reopen and again and spoke with Customer service and Repair. But it is clear that centurylInk repair department do not wish to fix my line and have left me with an interim line that not allowed, which they have not noted in the system and so look like I have my normal service resumed, when it has not. Just to add they have full access to the box as it outside and they can and do freely walk in to access, they know this and have so many ti, es. Now I know they do not intend to fix the ground fault I am fine to cancel the service but would require that the many bills sent be removed and a full refund for payment made be provided. I have spoken with Repairs, Customer service, billing and Finance. Both Finance and Billing have been very kind but they point you back to customer service have followed up and keep pushing this to repairs who have basically keep opening and closing the ticket without completing the work shutting it down. What recourse do I have to resolve this?
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