I’ve been a CenturyLink Fiber customer in NE Seattle for over a decade. Great service. In February, they sent an email announcing they’d sold their network to Quantum Fiber, but they would continue to administer my account and nothing would change about my service. That remained true for almost 8 months.
On Sept 28 in the early afternoon, I was leaving for an errand and noticed a tech accessing the fiber equipment for the neighborhood. It’s right in front of my house and they access it pretty regularly, so I thought nothing of it. When I got back, I had no internet access.
I confirmed the problem wasn’t on my end and called CenturyLink. They confirmed there was something wrong with the connection to my house but said they couldn’t help me because they no longer owned the network. I would have to transfer my account to Quantum Fiber. So, I agreed to do so, and Quantum set an installation appointment for the next day (9/29). The morning of the 29th they sent me a text message that started “Quantum Fiber from AT&T: We’re all set to install your new service.” so I thought it was just one more text reminder and didn’t read the whole thing. Well, it was a cancellation notice.
At this point they wanted to reschedule my installation to Sept 30. What kind of sucker lets a company disconnect their service without warning and make them wait a day and a half to even consider fixing it? I switched to cable, which makes me pretty sad because you take a latency hit when doing so.
tl;dr – if you have CenturyLink fiber, proactively transition your account to Quantum Fiber so they will actually fix your service if they break it.
submitted by /u/gzarneth
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