Chat With CenturyLink:
----------------------
(MT) 1:21:22 AM::: CTL Virtual Agent::: Hello, it looks like you are already signed in.
Would you like to continue with this profile?
----
(MT) 1:21:23 AM::: CTL Virtual Agent::: | Use another method
----
(MT) 1:21:40 AM::: CTL Virtual Agent::: Thank you, I have retrieved your account! Give me a
moment while I pull up your account.
----
(MT) 1:21:47 AM::: CTL Virtual Agent::: Your account is showing as cancelled. If you’d like to
reconnect your service, select agent to chat with a live agent about our best offers. If not, we’re
sorry to see you go and hope you’ll consider CenturyLink in the future for your connection needs.
----
(MT) 1:21:47 AM::: CTL Virtual Agent::: Chat with Agent | All Done
----
(MT) 1:21:58 AM::: Customer::: Chat with Agent
----
(MT) 1:22:05 AM::: CTL Virtual Agent::: Your account is currently showing as cancelled. If you’d
like to reconnect your service, type ‘agent’ to chat with a live agent about our best offers. If not,
we’re sorry to see you go and hope you’ll consider CenturyLink in the future for your connection
needs.
----
(MT) 1:22:05 AM::: CTL Virtual Agent::: | All Done
----
(MT) 1:24:16 AM::: Customer::: I signed up for fiber service yesterday and it won’t be installed until
May 9. I did not know that I was canceling my primary service.
----
(MT) 1:24:23 AM::: CTL Virtual Agent::: Help me narrow down your issue. Which one of these
options best describes your issue?
----
(MT) 1:24:23 AM::: CTL Virtual Agent::: Slow Internet Connection | No Internet Connection |
Modem and Wi-Fi Connections | That's not what I need
----
(MT) 1:24:30 AM::: Customer::: No Internet Connection
----
(MT) 1:24:31 AM::: CTL Virtual Agent::: Alright got it, you are having an internet connection issue.
----
(MT) 1:24:32 AM::: CTL Virtual Agent::: Many connections issues can be quickly resolved by
rebooting your modem.
Unplug the electrical cord for a few minutes and plug back in. Allow time for the modem lights to
come online and try your connection again.
----
(MT) 1:24:33 AM::: CTL Virtual Agent::: If you've already rebooted, click Continue
----
(MT) 1:24:33 AM::: CTL Virtual Agent::: | Continue
----
(MT) 1:24:40 AM::: Customer::: Continue
----
(MT) 1:24:41 AM::: CTL Virtual Agent::: Is this related to:
----
(MT) 1:24:41 AM::: CTL Virtual Agent::: Phone | Internet | Both
----
(MT) 1:24:46 AM::: Customer::: Both
----
(MT) 1:24:48 AM::: CTL Virtual Agent::: I have your account. Give me a few moments while we
check your connection to our network.
----
(MT) 1:24:54 AM::: CTL Virtual Agent::: I didn’t find an outage in your area, let’s continue. One
moment while I continue the connectivity check.
----
(MT) 1:24:55 AM::: CTL Virtual Agent::: Uh-Oh! The connectivity check could not be completed.
Please choose an option below for further assistance.
----
(MT) 1:24:56 AM::: CTL Virtual Agent::: Chat with a Representative | Troubleshooting Links | All
Done
----
(MT) 1:25:02 AM::: Customer::: Chat with a Representative
----
(MT) 1:25:09 AM::: CTL Virtual Agent::: Please provide the FIRST & LAST NAME of the person
we will be speaking with today.
----
(MT) 1:25:23 AM::: Customer::: Susan hirst
----
(MT) 1:25:25 AM::: CTL Virtual Agent::: Got it. Before I transfer you, let me check if there are any
specialists online.
-------------------------------------------------------------------
Chat Started: Saturday, May 03, 2025, 02:26:43 (-0500)
Chat Origin: Rpr ENS Cons Data
Agent Bryan Mark F
( 1m 11s ) Bryan Mark F: All technical support chats may be recorded for quality assurance and
training purposes. Thank you for contacting CenturyLink.
You are speaking with Bryan Mark, please give me a moment to review the information you
provided.
( 1m 31s ) Bryan Mark F: If you're trying to type something, I am not receiving anything. Please
use the enter key on your keypad to send the message.
( 2m 41s ) Susan hirst: I was just informed that my internet service was canceled. I do not want it
canceled
( 3m 5s ) Bryan Mark F: Thank you for being a valued customer. I am here to help, I am going to
do everything I can to own your experience today! To get started, let’s pull up your account.
( 3m 13s ) Bryan Mark F: In order to authenticate your account, please answer 2 of the following
questions.
What types of services do you have with CenturyLink?
Who else is authorized on the account?
What is the account billing method?
( 3m 22s ) Susan hirst: Thank you
( 3m 48s ) Susan hirst: Phone and internet and directv
( 4m 10s ) Susan hirst: Bank draft for the account
( 4m 27s ) Bryan Mark F: Appreciate that ! Let me check that here on my end for you
( 4m 51s ) Susan hirst: My husband Alfred ayers is authorized
( 6m 7s ) Susan hirst: I signed up for fiber that will be installed on May 9. I didn’t know I was
canceling my service
( 7m 25s ) Bryan Mark F: Thank you so much for waiting ! I'm really sorry about this but upon
checking here, our system indicates that your account is under Canceled status so I will need to
transfer you to our care/Solution team as they are the one who handles this kind of issues but
since they are not yet available at this hour. Kindly contact them through 800-244-1111 around
8AM. Also as much as I want to extend my helping hand but we do not have much more access
on this kind of issue I really do apologize Susan.
( 8m 0s ) Susan hirst: How did this happen?
( 8m 49s ) Susan hirst: Am I a victim of domestic violence sort of scam?
( 9m 41s ) Bryan Mark F: No not really there my have been a confusion on the department you
have been to but no worries you can correct that later on business hours when they open
( 9m 44s ) Susan hirst: Don’t mean domestic violence. Don’t know how that got in this text
( 10m 51s ) Susan hirst: Thank you, Mr. Bryan. I’ve been rebooting my modem for hours!
( 11m 45s ) Bryan Mark F: I do understand that. No worries you will be assisted later on and this
will be corrected as soon as you have contacted them later and I do apologize about the
experience I definitely understand your frustration. Is there anything else you want me to help you
with right now ?
( 13m 2s ) Susan hirst: Thank you, no. You’ve been very helpful. I thank you and I know my
modem thanks you as well!
( 13m 20s ) Bryan Mark F: You are very much welcome If there's nothing else I can help you, I will
no longer hold your time. Thank you for contacting CenturyLink. Bye for now!