If you're new here, you may want to subscribe to my RSS feed. Thanks for visiting!
Back on August 30th, I blogged the problems I’d been having with Embarq(Sprint). Yesterday while I was at the computer, I lost my Internet connection, just like that. I called Embarq after waiting about 30 minutes.
I waded through the menu prompts to finally get to the one I needed.
A funny thing happened while I was doing that. The automated call asked if I wanted to partake in a Customer Service survey about the quality of service that I’ve received from Embarq. “Oh Hell Yeah” I thought as I pressed one.
After hitting “1″ to participate in the survey, it then told me “I’m sorry, the survey is not available at this time.” Hmmm can it read my mind?
Prior to calling, I also tried the “Virtual Assistant” that I had to install before getting the new DSL modem working. It walked me through rebooting the modem. After I had done that, the Virtual Assistant popped up a screen that said that it had detected the Internet and everything was fine. I looked down at the modem and there was still no light on the “Internet” light. Sure enough, I tried to get online and could not.
Now even their software is lying to me!
After waiting on hold for about 15 minutes, I finally get a hold of the Technical service dept. The lady works with me for a few minutes, puts me on hold while she gets the engineers working on the problem, comes back and apologizes for the delay, puts me on hold again for a few minutes, comes back and apologizes for the delay again and after a few minutes she said “Sir, we’ve discovered that others are having this problem in your area and I’ve notified the Central branch of your problem and turned in a repair ticket. They should have the problem fixed by tomorrow.”
I wasn’t happy, but felt at least someone was working on the problem.
So today, I get home about 3 p.m. and still had no DSL. Hmmmm.
I picked up the phone and called Embarq again, this time after waiting on hold for about 5 minutes, this guy comes on talking to me in Spanish! WTF!
“Hey buddy, speak English” I said
“Oh, I’m sorry, you hit the Spanish prompt when you called, that’s why I’m speaking Spanish” he said.
“No, I didn’t” I told him
“I’ll transfer you to the correct department” he said
The call goes just like the one yesterday except the Technician is surprised to hear that the lady the day before said there was an outage in my area.
“Umm, I’m not showing any outage at this time in your area sir. I’m not saying there wasn’t one, but at this time there is none in your area”
“Yeah, that’s about what I figured” I told him
After a few minutes he tells me that he’ll get his engineer looking at it and make a few adjustments that should get my DSL back. Sure enough, after about 5 minutes my Internet light comes back on my DSL modem!
“Sir, the problem was on our end, someone changed some settings and caused you to lose your service.” he told me
That’s what happens 99% of the time when we have problems with our Internet service or phone service. Someone screws with something at one of the centers.
At least I have my DSL back! =-)
9 responses so far ↓
1 Donovan // Sep 12, 2007 at 6:39 pm
I bet Embarq is the only DSL/Cable provider in your area, huh?
2 Don // Sep 12, 2007 at 9:42 pm
Yes! I tell them quite often that if I had a choice, I’d drop them in a heartbeat.
The Cable company out there does not offer Internet access either!
The only other option would be satellite Internet service and from the horror stories I hear about that I don’t want anything to do with it.
Don
3 Embarq…Again! // Sep 13, 2007 at 5:09 pm
[…] want to subscribe to my RSS feed. Thanks for visiting!Yeah, you guessed it, more troubles with my Embarq DSL service. I know you’re probably getting tired of hearing about my troubles with Embarq and their […]
4 jackson // Sep 17, 2007 at 5:58 am
I would never ever use any DSL provider except Embarq, 1.5mb DSL and I connect at 1498kbps, aways. Very understanding and will go to any lenth to help. you. Of corse it helps TO UNDERSTAND COMPUTERS
5 Don // Sep 17, 2007 at 8:19 am
Who said employee loyalty was dead!
So Jackson, how long you worked for Embarq?
Don
6 jackson // Sep 17, 2007 at 8:35 am
I work for myself,I build computers.I’ve just had good luck with Embarq. I told them one time ” If I have to talk to ONE more sand n—–, just cut the phone line I’m finished. They were very nice about it, and I said WELL can you compensate for my delay and getting nothing done? (i was just jokeing arround ) and she gave me 1 mounth credit! Didn’t want it to go that far BUT it was nice. REFUSE TO SPEEK TO S——–N aways.
7 riddler // Oct 9, 2007 at 11:01 am
your kidding right embarq has by far the worst costumer support iv ever seen when i first joined and had everything i needed it didnt work i had to wait for a week for them to actualy get off there chairs and do something!
8 Jackson // Oct 9, 2007 at 10:55 pm
Hey, just wanted to let it be known, I agree with you about embarq. Most of the Air Heads no nothing, however the key is to talk to someone who is sharp, and can get something done. but you got to know what your talking about. At least it works for me.
9 taylor // Oct 29, 2007 at 2:35 pm
embarq sucksssss
every since sprint call to change my e mail from earthlink to embarq i have no e mail ever again tech support says you need a new computer your computer is old like you we can not fix the problem we can not do any thing but give you credit for one month i’m switching eveery thing from sprint or embarq who ever your new name happens to be
Leave a Comment