Chat started at 1:42 PM

You are chatting with Miguel.

Thank you for contacting CenturyLink.🤩

What can I do for you today?

Miguel M

           Hi I'm only getting 3-4 bits per second do I need to upgrade to get faster internet?

I will do my best to help you to upgrade the speed ✨

1:43 PM

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Miguel M

        Søvn Drake 0000

Thank you for completing verification process and being a loyal CenturyLink customer!

Allow me a moment I'm working on your request.

1:44 PM

You qualify for Home Phone Unlimited and [940] MBPS for only [$85.00] plus taxes/fees with our Price for Life bundle! In addition to your internet, you will have unlimited nationwide calling, which includes many features, such as Caller ID, Call Waiting and Voicemail. Not only will this be your PRICE FOR LIFE, but there is no contract!

This is our fiber speed

Miguel M

I don't need any home phone. I was thinking of canceling it.

What am I paying now?

I do understand however if you upgrade up to 940mbps it will be the same price $85.00

With Home Phone or without it

Miguel M

What am I paying now? And does 85 include fees taxes etc? 

It looks like I currently pay 113 with fees etc.

1:48 PM

Let me check into this for you.

I do see that you are paying $113.9.

Looks like I probably want to do this deal but I'd like to know the total cost.

I do see that you have a bundle that cost $79.49 however it is a basic line

Ok it is worth the upgrade for sure.

And we are charging for the long ditance

distance*

I never ever use the home phone. Really ever so that is not a problem.

However, the plan I offered you has unlimited local calls and long-distance

I don't need unlimited long distance calls. Is there a cheaper plan without it?

1:52 PM

Well, you can upgrade up to 940 Mbps for $85.00 and remove the Home Phone

Let me check

Miguel M

Can I keep the home phone and upgrade for the same price?

I mean sometimes cell towers go down in emergencies.

1:53 PM

Well, you can upgrade up to 940mbps with the home phone for $85.00

Miguel M

1:55 PM

Yes, that is what you said in the beginning. I just want to check that there isn't a cheaper option that will give me faster internet than I have now.

1:56 PM

The bundle price for any speed is $85.00

Miguel M

Ok. One final question. How many mbps am I supposed to be getting right now with my current plan?

7mbps

Miguel M

1:57 PM

I would like to go ahead and do the deal you mentioned at the top of 940mbps and a phone for life.

1:58 PM

I appreciate your patience, I'm still working with you.

Miguel M

2:00 PM

Thanks

2:01 PM

I'll be right with you.

2:04 PM

Allow me a moment I'm working on your request.

2:04 PM

Do you want to lease the modem for $15/mo purchase it for $200?

Miguel M

2:10 PM

Do I need a new one? If so, than purchase.

I just got a router/modem thing in January.

For the new speed is required a new modem

Then yes, purchase.

May I have the model?

Miguel M

2:11 PM

C2100T

Allow me a moment I'm working on your request.

2:12 PM

I do see that your current model is compatible with the speed.

Miguel M

Great.

How soon can I get the upgrade?

2:13 PM

I'm checking on the system, I'm going to send you the modem and you have to return it and the charge will be remove you won't charged for it, I'm doing this because the system is no letting continue without select a modem

Miguel M

2:15 PM

That is a HUGE HUGE annoyance to me. Are you sure you can't get around it?

Let me check into this for you.

Miguel M

It is really hard to get to a post office because I work. And they have limited hours.

I do understand however there is not the option not to get anew one

Miguel M

2:17 PM

Will I have to call before I send it back because every time I get on this chat thing it is an hour of my time? Can I just take the box back to the post office and I will definitely get my money back? I find it impossible that there isn't another option NOT to get a new modem. Do you have a supervisor? Maybe he or she could do it?

Please allow me a moment

2:20 PM

I was talking to my supervisor and told me that this is a process that needs to be complete to continue on the system

2:22 PM

That's why we send you the modem, you return it and won't be charged for it.

Miguel M

Ok.

Is it a good shipping address? **** SEATTLE, WA 98118

Miguel M

2:24 PM

Yes

9192863570 is this a good contact number?

Miguel M

No that should be removed from the system. That is my landline from North Carolina 20 years ago. My contact number is 000-000-0000, the landline you provide.

2:25 PM

Thank you for the information provided.😊

Can you also cancel the repairman that is scheduled to come tomorrow?

Please allow me a moment

2:27 PM

I do see that the soonest date to install the service is 10/06 Okay?

Miguel M

Ok does it need to be installed by a person? I have a repairman coming tomorrow because at first we couldn't get the internet to work at all?

2:28 PM

You will be receiving a technician and he will call you 30 minutes before arriving

Miguel M

Will that be for the high speed? And will it be tomorrow?

2:29 PM

Your speed will be changed, no worries about the repair ticket tomorrow

Miguel M

2:30 PM

I'm not understanding. Will a person come to the house to make the speed change? If that is NOT needed can you cancel the ticket?

As I mentioned before you will be receiving the technician to install the service 10/06

2:32 PM

The tomorrow appointment is a repair ticket. Not a speed change

Miguel M

Can you cancel tomorrow for me? And do I have to be home on 10/6? I work that morning. 10/7 or 10/8 I could be home all day.

Allow me a moment to finish the order and I'm going to help you with that

2:34 PM

Someone over 18 needs to be at home

Miguel M

Could it be changed to 10/7?

2:35 PM

I'm sorry for the delay. I'll be right with you.

2:38 PM

I'll be right with you.

2:41 PM

I appreciate your patience, I'm still working with you.

2:42 PM

I'm talking to my offline team

2:46 PM

ok

Because there's an issue

Miguel M

oh no

No worries, Thank you for waiting. I'll get back to you in just a moment.

Miguel M

2:47 PM

just checking you are still on line

2:52 PM

Yes, sorry for the delay our offline team is solving the issue to be able to finish the order.

Miguel M

ok thanks

2:53 PM

I'm sorry for the delay. I'll be right with you.

Miguel M

2:56 PM

do you think it will be much longer I have to get back to work

2:56 PM

I'll be right with you.

2:59 PM

Almost done

Miguel M

ok

Great! I am going to add a link which provides the quote and disclosures for your order today into our chat. Please read it carefully including the disclosures after the quote and click <Accept Quote>. I can answer any questions you have as you read. Okay?

Miguel M

3:01 PM

ok

[Link to multi-page document]

What happened to 85 dollars. I also don't want to pay for a modem lease I thought I said purchase up top for one time fee. Will it be 169 every month? How can it go up from 113 to 169 if the base fee went from 79.49 to 85. Sorry.

3:03 PM

Never mind it hadn't all loaded I see subsequent ones are only 110. Sorry.

Is by the proration charges

3:04 PM

Fine let's do it I accepted.

You will return the modem, please click on this link when you receive it to create a return label

Miguel M

3:05 PM

ok I don't have a printer though

Order issued

I appreciate the opportunity to help you today. At the end of our chat session, you will be asked to provide feedback about your experience today. My goal is to resolve all of your concerns. Is there anything else I can do to earn a perfect score?

Miguel M

Wait. Wait. You never confirmed if 10/7 would work. I told you I work 10/6 and you have not confirmed that 10/2 repair ticket is canceled.

3:06 PM

Your order will be completed on 10/06, technician will arrive from 8:00 am from 4:00 pm latest time 6:15

3:08 PM

Your order number is c25497042

Miguel M

I WORK ON 10/6 can you change the date?

*10/07

Miguel M

10/7 IS GREAT IF YOU CAN CHANGE IT

Is set up that date

sorry for typo

IS 10/2 CANCELED

To cancel the repair ticket, Our technical support team can help you. Please stay online while transferring you, they'll be more than happy to assist you with it.

Miguel M

3:09 PM

Chat started with Jerelyn B

All technical support chats may be recorded for quality assurance and training purposes. Thank you for contacting CenturyLink. You are speaking with Jerelyn, please give me a moment to review the information you provided.

Jerelyn B

PLEASE CANCEL THE 10/2 REPAIR TICKET. THANK YOU.

3:10 PM

I'll be right with you.

3:13 PM

I'm sorry for the delay. I'll be right with you.

Jerelyn B