I have to share a tale about my on going saga with connectivity solutions. My CenturyLink fiber connection went down yesterday around 11 AM. I didn't get an SMS message about it being down for a couple of hours although I am signed up for system outages notifications via SMS. Then I get an SMS with an update that the services will not be back up until the next day at 6:00 PM, 37 hours later. I later find out they are doing schedule maintenace to the network in my area. No proactive communications, no make goods, etc. My local area schools needed to cancel classes today because of the outage. I made mutliple attempts to get a reason why, but not one support person could provide any information. They sat there and did hours of troubleshooting without even knowing that there is major maintenace happening. Fast forward to this morning, I get an SMS message indicating the network was back up. Great. So I power cycle the world and nothing. I contact Centrylink again and they start the troubleshooting process. During this process I get another SMS message saying the network will not be available until 9:30 PM this evening. 46.5 hours of outage with no communication, no understanding of what is happening and / or why. No proactive messaging. No make good (yet.) Come on CenturyLink, you can do better!
It is still down by the way. Working on 3 days. No communication.
Funny enough, this happened to me with Comcast today. Complete outage for two hours without any warning. Then I find out that they had maintenance going on nearby.
You can make this stuff up. Understanding your customer pain points, along with mapping out your internal processes can go a long way to identifying the problems you need to solve. We survive on the internet working, it's sort of like saying, we are sorry, there will be no food or water for the next 50 hours. Unacceptable. This is the #1 MTM to customers, internet up and running! Good luck my friend.
They SHOULD do better. Sadly they probably cannot. And therein lies the real issue. Focus is often on the wrong things and the customer is the last consideration rather than the first.
I recently switched to Verizon 5g at my home, only because my son started working there. I tested it out for a month, it works great. Canceled Comcast. Let me know if he should give you a call
Sorry to hear. I’m assuming they have a near monopoly in your area. Would be interested to hear if they ever explain, apologize and compensate.
Helping customers navigate the complexity of CX, AI, and operational service delivery.
7moCenturyLink is still down after 4 days. No communication what so ever. So, I quickly setup Comcast as a fail over until I figure this out which was a little painful, but it's up and running. I went to the Centurylink web site to cancel services, and it keeps freezing up when I select the option to cancel. No surprise there. Very little investment in the digital front end for their services. That forces me to chat with them. so I go through the virtual chat experience. What do you think it forces me to do? Pick up the phone and call. I would rather watch paint dry or get minor surgery. When I call I am sure they will know that I have been down for 4 straight days right?