3.5 out of 5 (11 Ratings)
Mar 10, 2017
Level 3 has been steadily expanding their footprint and the integration of acquisitions has been slow and painful and it impacts their overall customer service. The account team has been very responsive but the logistical\deployment teams are painfully slow making an already difficult project exponentially harder to manage. The appearance is that internal communications are exceedingly poor. Our first 10 sites were deployed (taking up to 8 months in some cases) and 8 of them were placed in the wrong VRF. The support group refused to fix this immediately and required the account team to submit modifications. Not only did we waste thousands of dollars on travel (these were all EMEA sites) we were not able to use any of the circuits. To top that off, they continued to bill us for services that they would not provide despite the fact that it was their error. The account team got it worked out and we were credited but it took an enormous amount of effort and hand-holding to get the credits processed. Even then, the AR group was extremely difficult to work with and insisted that we were somehow still responsible for a portion of the bill. I've found their NOC support to be excellent, but getting to the NOC through standard support options is awful. The first level engineers are often condescending when we have obvious performance issues. They argue for weeks that it's not their side only for us to find that there were a speed and duplex issue between the LEC and Level 3.
Feb 24, 2017
Consistent reliable service.
Feb 21, 2017
Performance has been better, we have used Limelight in the past and Level 3 seems to have improved the experience overall.
Jan 31, 2017
Level 3 had on-net fiber presence at 4 of our 5 sites.
Jan 17, 2017
Mostly good experience, sometimes it takes too long for them to make changes in the managed system.
Dec 16, 2016
Good customer Support and less wait time on the phone to resolve any issue. Good recording Quality and webbased solution Improve on UI to make it more quick connection.
Dec 7, 2016
Dec 2, 2016
Good team to work with.
Oct 18, 2016
Our implementation had several issues due to difficult communications during the process. Our project manager had a lot of wait time trying to get answers. However my real issue is since go-live. We have experienced numerous service outages as well as dropped calls for unexplained reasons. The timeliness of response from support is not what I would expect for a system that is the lifeblood of my company. When my telecom is down my company is down and I need immeadiate and urgent response.
Oct 18, 2016
Level 3 has become an inconsisten service provider since the Time Warner acquisition. Even our service reps find it difficult to navigate the new support model.