CenturyLink migration horror story

I live in Seattle and signed up for fiber with CenturyLink in 2019. I was an extremely satisfied customer for the last ~7 years. In 2023, CenturyLink became Quantum Fiber, and then on Feb 2, it became part of AT&T.

On Feb 6, my old CenturyLink modem stopped connecting to the internet. A CS rep told me that the issue would be solved by a backend configuration change in their systems, which would take 24-48 hours.

The issue was still not solved 5 days later, so they scheduled a service appointment. On Feb 12, a technician came to my house and replaced my old CenturyLink modem with a new Q1000K. I was able to connect to the internet again! I was frustrated that it took 6 days but glad that it was resolved.

That lasted about 24 hours.

On Feb 13, I lost my connection to the internet again, and the Q1000K started blinking blue. I spoke with another CS rep, who told me the issue would require another service appointment. I scheduled one for today, with a service window of 2-5pm.

At 1:15pm today, I got a text that the technician was on their way to my house. I immediately left the coffee shop I was working at and rushed home. By the time I got there, the technician had already left. They said they rang the doorbell at 1:30 and no one was home. THIS WAS A HALF HOUR BEFORE THE APPOINTMENT WINDOW STARTED.

I just got off the phone with another CS rep. They told me, essentially, that the first person I spoke with (on Feb 6), who said they created a "programming escalation ticket" to resolve my issue, actually did no such thing. THERE WAS NO RECORD OF THIS TICKET ON MY ACCOUNT. They said they actually would create the ticket this time to resolve my issue, and that it would be fixed within 24 hours. I'm skeptical, as you can imagine.

At this point, it's been 10 days, and I'm not any closer to getting reconnected. I'm not sure there's anyone there who actually knows what's wrong with my service, let alone has the ability to fix it.

Take this as a warning if you actually rely on your home internet: Quantum Fiber/AT&T can accidentally disconnect you at any time, and they don't seem to currently have the people or processes in place to fix it in a timely manner.

I am LIVID. Worst customer service experience in my life.