Separately, a CenturyLink customer named David Stromberg in Bellevue, Washington, told us that his phone service had been out since September 16. He repeatedly scheduled repair appointments, but the scheduled days went by with no repairs. “Every couple weeks, they do this and the tech doesn’t show up,” he said.
“Quick” fixes
As far as we can tell, there weren’t any complex technical problems preventing CenturyLink from ending these outages. Once the public relations department heard from Ars, CenturyLink sent technicians to each area, and the customers had their services restored.
On the afternoon of January 24, we contacted CenturyLink about the outage affecting Kurt and her neighbor. CenturyLink restored service for both houses less than three hours later, finally ending outages that lasted over 11 weeks.
On Sunday, January 26, we informed CenturyLink’s public relations team about the outage affecting Stromberg in Washington. Service was restored about 48 hours later, ending the phone outage that lasted well over four months.
As we’ve done in previous cases, we asked CenturyLink why the outages lasted so long and why the company repeatedly failed to show up for repair appointments. We did not receive any substantive answer. “Services have been restored, and appropriate credits will be provided,” the CenturyLink spokesperson replied.
Stromberg said getting the credit wasn’t so simple. “We contacted them after service was restored. They credited the full amount, but it took a few phone calls. They also gave us a verbal apology,” he told us. He said they pay $80.67 a month for CenturyLink phone service and that they get Internet access from Comcast.
Kurt said she had to call CenturyLink each month the outage dragged on to obtain a bill credit. Though the outage is over, she said her Internet access has been unreliable since the fix, with webpages often taking painfully long times to load.
