# **CenturyLink’s Ongoing Service Issues: Customers Stranded for Months**
CenturyLink, now known as Lumen, has garnered a concerning reputation for leaving customers without service for prolonged durations. In spite of numerous complaints and arranged repair visits, numerous customers have reported being without phone or internet connectivity for weeks or even months. In various instances, CenturyLink reacted only after media involvement, shedding light on a deeper problem with customer support and infrastructure upkeep.
## **A Consistent Pattern of Inattention**
CenturyLink’s failure to remedy service interruptions has been extensively recorded over the last year. Countless customers have shared experiences of extended outages, with the company neglecting to attend scheduled repair sessions or even acknowledge service issues.
For instance, in Boulder, Colorado, a customer named John and his spouse found themselves without phone and DSL internet service for more than three weeks. Lacking cell service in their vicinity, they had no choice but to drive to locate a signal. Although they scheduled several repair appointments, no technician showed up, leaving them to continue paying their $113 monthly bill for nonexistent service.
John’s elderly neighbors were also affected by the outage, prompting him to contact Ars Technica after he came across similar reports. Following Ars’s outreach to CenturyLink, a technician was sent who replaced a defective modem and phone card, restoring service within hours. This swift resolution prompts the question: why did it take media pressure for the company to respond?
## **Chronic Failures Nationwide**
John’s experience is far from unique. In Sheridan, Oregon, Karen Kurt and her neighbor suffered an outage that lasted nearly three months. Despite creating multiple repair tickets and waiting at home for scheduled appointments, no technician ever appeared. Their CenturyLink phone and internet service charged them $172.04 monthly, yet they were left without crucial communication services.
In a similar vein, in Bellevue, Washington, David Stromberg endured a phone service disruption for over four months. Like many others, he arranged repair appointments, only to experience no-shows from CenturyLink technicians.
In both instances, once Ars Technica reached out to CenturyLink, service was reestablished within hours or days. The company issued vague apologies and promised to look into the delays, yet did not offer any tangible solutions to avoid future incidents.
## **Limited Accountability**
When questioned about the reasons for these prolonged outages, CenturyLink offered scant clarification. A spokesperson for the company said, “Restoring customer service is a priority, and we apologize for the delay. We’re investigating the cause of the repair delay.” However, this statement provides little comfort to customers who have repeatedly faced service failures.
Even after service was restored, some customers encountered further challenges. Stromberg had to make numerous calls to receive a billing credit for the months he lacked service. Kurt reported having to contact CenturyLink each month to request a credit, noting that her internet service remained erratic, often taking an excessive time to load web pages.
## **Aging Infrastructure and Technician Shortages**
One significant factor behind CenturyLink’s service shortcomings is its dependence on outdated copper infrastructure. Although the company has invested in fiber networks in certain regions, many customers are still stuck with slow and unreliable DSL connections.
Kurt, for instance, is limited to a 1.5Mbps DSL connection, which struggles to accommodate even basic web activities. She likened her internet experience to “a glass of water” overcrowded with too many users, leading to congestion and sluggish speeds.
John, the Boulder inhabitant, shared insights from a CenturyLink technician who revealed that only five technicians in western Boulder County are trained to work with copper lines. The majority of CenturyLink’s workforce is now focused on fiber installations, leaving those dependent on copper with insufficient support.
## **Few Options for Customers**
For many impacted customers, changing service providers is not feasible. Kurt and her husband, for example, reside in a location devoid of reliable cell service and no other broadband options. They are on a waiting list for Starlink satellite internet, but the timeframe for availability remains uncertain.
CenturyLink’s disregard for its copper network has relegated customers in rural and underserved regions to a limited selection. While the company professes to advocate for broadband expansion, it has actively lobbied against municipal broadband initiatives that could enhance services for these communities.
## **The Call for Reform**
CenturyLink’s recurring failures underscore a broader dilemma within the telecommunications sector: a lack of accountability and competition. Customers in rural locales frequently have no alternatives, compelling them to tolerate subpar service and prolonged outages.
Regulatory action may be required to ensure that companies like CenturyLink meet their customer obligations. Strengthened consumer protection regulations, increased oversight, and support for municipal broadband projects could help avert similar scenarios in the future.
Until then, customers may continue to endure extended outages and frustrating encounters with a company that only appears to respond under public pressure.
