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3.3 out of 5.0 (4 ratings)

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We have aggregated ratings data on CenturyLink but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): CenturyLink MPLS Services

    Implementation of MPLS backbone

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Ensure SLAs are part of your contract and that you can hold the provider accountable for meeting those SLAs.

    What do you like most about the product or service?

    Flexibility and costs

    What do you dislike most about the product?

    Century Link states they are actively working on improving vendor managment of their providers but this has been going on for years with minimum improvement.

    What one thing do you wish the vendor did differently?

    Improved vendor management of their vendors

    If you could start over, what would your organization do differently?

    Increase diversity of local exchange carriers to complement the diversity implemented by Century Link within their network (POP/Swtich diversity)


  • 2 out of 5.0, Reviewed

    Product(s): CenturyLink MPLS Services

    Inability to deliver reliable connectivity.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Their Internet service is more reliable than their MPLS WAN

    What do you like most about the product or service?

    My sales executive is very responsive. Easy to work and easy to negotiate with

    What do you dislike most about the product?

    Unreliability

    What one thing do you wish the vendor did differently?

    Built high availability into their infrastructure. (A 17 hour outage for a MUX failure is unacceptable) Possible better relationship with their local loop providers

    If you could start over, what would your organization do differently?

    I would have a contractual out with no penalities after x number of outages for a total number of x hours.

    Service & support - overall comment

    Support is average. It is difficult to get a root cause report for outages.


  • 3 out of 5.0, Reviewed

    Product(s): CenturyLink MPLS Services

    Great responsive customer service. Actual service provided is a lack-luster.

    Overall Comment

    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.

    What do you like most about the product or service?

    Great service management.

    What do you dislike most about the product?

    Lack-luster availability.

    What one thing do you wish the vendor did differently?

    Provided redundant connections so single fiber cuts didn't bring down huge areas.

    If you could start over, what would your organization do differently?

    Yes. Level3 or XO. Lack-luster service availability.

    Product capabilities - overall comment

    too many outages.

    Integration & Deployment - Overall comment

    Relied on subcontractors of subcontractors. Lots of human communication/process disconnects here.


  • 4 out of 5.0, Reviewed

    Product(s): CenturyLink MPLS Services

    Overall network reliability is good. The cost is affordable for a reliable MPLS solution.

    Overall Comment

    Outages could be addressed and remediated sooner.

    What one piece of advice would you give other prospective customers?

    Second carrier as a backup.

    What do you like most about the product or service?

    reliability.

    What do you dislike most about the product?

    Communication.

    What one thing do you wish the vendor did differently?

    Proactive outage intervention. Better communication.

    If you could start over, what would your organization do differently?

    Second carrier redundancy is a must. No single points of failure.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(4)
3.5

Ability to understand your organization's needs

(4)
4.3

Timely and complete response to product questions

(4)
4.3

Pricing and contract flexibility (pricing and terms)

(4)
3.8
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(4)
3.5

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

9 - 12 months (<12)


Ease of deployment

(4)
3.5
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(4)
3.5

Did you purchase a support package from the vendor?

Yes

No


Was the support package worth it?


Timeliness of vendor's response

(3)
3.7

Quality of technical support

(3)
3.7

Quality of peer user community

(2)
3.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(4)
3.3

Ethernet WAN

(3)
3.7

Internet Access

(2)
4.0

Ethernet Services

(2)
4.0

Metro (SONET, Wavelength, Ethernet)

(1)
4.0

Dedicated Internet

(2)
4.0

MPLS Services

(4)
3.3
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Vendor Management

Executive Sponsor

Maintenance and Support

Functional Assessment

Rollout and Install

Vendor/Product Selection


What other vendors were considered?

AT&T

Level 3 Communications

Verizon

Comcast Business

XO Communications


In which region(s) did your deployment take place? Multiple responses allowed.

North America