3 out of 5 (10 Ratings)
Mar 14, 2017
One of the slowest moving companies I have ever worked with. Three plus months to even get a simple quote, and just as long or longer to get a circuit turned up. The levels of bureaucracy are horrendous. Communication is very poor, you never know what is going on, or what to expect.
Mar 7, 2017
Good team put together to implement and execution has been done well.
Feb 24, 2017
Pricing and quoting process for circuits take an uncharacteristically long period of time, especially if special pricing is considered. Ordering circuits, once pricing is established and accepted, is straightforward. Design and provision timeframes are quite variable and may have a lot to do with off-net access circuit providers more so than CTL. Most frustrating part of the process in the last year has been a lack of accurate & consistent provisioning of circuit configurations and corresponding implementation aborts. This results in delays in delivery of new and upgraded circuits as a new maintenance window must be coordinated and approved in each instance. Opening a ticket to track and resolve potential issues is additionally frustrating because the NOC appears to be instructed to re-iterate the documented template, which can frequently not match the actual PE router config. Lastly, when the issue is found to the fault of CTL, receiving an official RFO that can facilitate a service credit takes many weeks or months, and the longest part of that process appears related to CTL's legal review process of all RFO's released to the customer. On a positive note, the account team is experienced and generally attempts to resolve things within their power to do so; however, we infer that their own internal processes impede their efforts significantly.
Feb 22, 2017
CL has not been able to coordinate a global deployment of MPLS effectively. Pricing was the best but execution has taken 18 months, the hold up being the last mile link in my USA datacenter, go figure.
Feb 21, 2017
This vendor has always treated our account with respect and professionalism.
Dec 7, 2016
lacking change management processes as well as skilled engineers
Dec 2, 2016
Overall we are happy with the services and support from Century Link. The largest challenge is the outage impact as our business has high expectations and service committments with very little tolerance for loss of services. The move from a private ATM network to our new MPLS network has impacted our SLAs even with the level of diversity we have implemented. Layer 3/cloud outages impact a larger customer base and the lack of service by local exchange carriers continue to be disappointing. Our largest issue is with the lack of management/control from Century Link over the local exchange carriers/offnet carriers.
Aug 17, 2016
Outages are frequent and are not resolved quickly. The have not been able to provide reliable highly available connectivity required by the business. The account executive is very responsive to our pain from outages. However the only solution they seem to offer is purchase redundant circuits.
Dec 8, 2015
Great customer service. Actual service provided isn't that great. Too many outages. Too many single-point-of-failure cut fibers. Too many hurricanes in one region taking out connectivity to stores in another region. Preferring a more top-tier provider like XO or Level3. Buyer's remorse.
Dec 7, 2015
Outages could be addressed and remediated sooner.