CenturyLink/Quantum downgrade order knocked internet offline and after canceling order to restore connection, speed is downgraded but bill is still the same — anyone seen this?
I’m looking to see if anyone has dealt with something similar with CenturyLink/Quantum Fiber.
I had Quantum for about a year, but my account was moved over to CenturyLink with the backend changes they’ve did. I was on the 940 Mbps for $75/month and wanted to downgrade to the 200 Mbps plan for $54/month.
I called CenturyLink and the rep placed the order. A few minutes after that, my internet went completely out. I told the rep it happened right after the order was placed, but he said he wasn’t sure why and transferred me to support.
Support started treating it like a line issue and wanted to send a tech out. While checking things, he then said, “Oh, your account shows as pending,”, which I told him previously but he disregarded it and was now acting like he found the issue so he transferred me back to customer service.
After talking with customer service for a while, I got them to cancel the order. About 2–3 minutes after the order was canceled, my internet came back.
I asked to speak with a manager because I still wanted to downgrade, but I obviously can’t have my internet go down until the order is completed the next day. The manager said it wasn’t possible that the order caused the outage and that it had to be unrelated. I pushed back and asked her to create the order again so she could see what happened.
Sure enough, after she created the downgrade order again, my internet went out a few minutes later. She canceled the order, and shortly after that, my internet came back again.
After all of that, I ran a speed test, and now I’m getting around 215 Mbps up and down, which looks like the 200 Mbps plan actually provisioned somehow. But my account/billing still shows the $75 charge for the 940 Mbps plan.
The manager told me to give it 24 hours, but it has now been about 72 hours and nothing has changed. I’m still getting average 215/215, but I’m still being charged the higher $75 rate.
I called support again, but they just went through the normal troubleshooting script and are sending a tech out. I don’t really think a tech visit is going to fix this because it seems like a backend provisioning/order/account issue, not a physical line issue.
Has anyone dealt with this before after the Quantum Fiber/CenturyLink transition?
Is there a specific department or phrase I should use when calling them?
At this point I either want:
- My billing corrected to the 200 Mbps plan since that’s what I’m actually getting, or
- My service restored to 940 Mbps if they can’t process the downgrade correctly.
Any advice on how to get past the basic support script and reach someone who can fix the account/provisioning side?