With the stroke of a simple mistake, Lumen destroyed several years of work for eldery customers. And there is no easy recourse for Lumen’s error. (Lumen also operates under CenturyLink and Quantum Fiber brands.)
Lumen’s negligence — or incompetence — took down three video surveillance systems, streaming services, and health monitoring systems used by residents in their 60’s and 70’s.
The 23+ year customers had invested lots of money and hundreds of hours to configure all these systems and services to work with CenturyLink fiber internet. The customers had a block of eight static IP numbers used for various purposes.
Combined with the fiber internet was a land line. The customers decided to port the phone number away from CenturyLink to a VoIP provider.
The customers initiated the port request with the VoIP provider. Then, the customers called CenturyLink to tell them that the port was happening and that internet and static IP numbers were not being cancelled and were to be retained. In fact, the customer called twice before the port was complete. The customers were told each time that there was no problem and there was nothing further to do. The customers were also told the amount the monthly bill would be without the phone service — clearly indicating that internet and static IPs would remain along with the cost of renting the modem.
The number was ported over to the VoIP service on Wednesday, July 26, 2023.
The morning of Saturday, July 29, 2023 all internet for the customers disappeared.
The customers tried to call CenturyLink support and was directed by robot messages to use ctlchat.com.
The customers got into the ctlchat.com system and learned that the account — meaning all internet, not just the phone service — was cancelled.
The cancellation by Lumen was a clear mistake.
The customers then spent nearly three hours in chat and on the phone. CenturyLink chat told the customers to call Quantum Fiber.
A Quantum Fiber supervisor said the problem was with CenturyLink and to contact CenturyLink.
The customers went back to ctlchat.com and was told to contact Quantum Fiber.
The customers went back to Quantum Fiber and was told again to contact CenturyLink.
After nearly three hours NO ONE at a Lumen brand was willing or able to do anything.
During the prolonged hell with Lumen and it’s brands, the customers learned that Quantum Fiber does not provide static IP numbers.
As of this post, Lumen has left the customers hanging with no solution, no recourse. Nothing. This is how a big corporation shows appreciation for 23+ years of payments.
No wonder Lumen stock has plunged dramatically. There is no value in Lumen when it treats customers like this. Can you trust a company like this? Not likely.
Any updates will be posted below.
Update August 2, 2023: Customer talked with a Lumen supervsior who said the Internet and static IPs were cancelled by the VoIP provider receiving the landline number. Not true. VoIP.ms made it clear on August 1, 2023 when asked:
Hello, The process is pretty simple, we send the number and the customer info requesting it [the phone number] to be ported. The losing carrier then checks the info and either approves or rejects it. We did not request any cancellation since we did not even knew what was on the account besides the porting number. Some carriers though, close the account automatically if the main/only number leaves; however, this depends on them and it’s beyond our control. Thank you! LNP Specialist, VoIP.ms Customer Service
CenturyLink Update: September 6, 2023
Seven days of calling CenturyLink everyday, sometimes several times a day, got me no where. Each and every customer service representative said there was nothing they could do. They said the account was cancelled, dead, and could not be restored. A couple supervisors also said this.
I did not believe it because my neighbor still had CenturyLink service and the CenturyLink fiber to a church that I manage still had CenturyLink fiber.
I took the shotgun approach: letter to the CEO, emails to media relations, about 12 complaints through CL’s unresolved issues form, communications to the legal department before court action (per terms of service) and probably a few other ways I don’t recall.
Late morning on the Friday after the Saturday outage John [not real name] called from CenturyLink and said CenturyLink had made a mistake and that he has turned our Internet back on — including the original block of static IP numbers. Then, the following Wednesday, he called to confirm that everything was working and that every thing on the back end regarding the account should be fixed.
Bottom line: CenturyLink representatives for an entire week kept telling me that restoration could not be done. In fact, it could be done and was done. It should have been done on the first call, not a week later after going through hell and wasting all my time. How can anyone trust a company with such behavior?