Update February 4: Well, CenturyLink was true to their word. The numbers were ported on January 31, a tech came out to confirm the lines worked (they did), and I am now back in POTS-ville temporarily until I settle on a more modern telephony solution. Thanks for all the suggestions in the comments below!
Update January 24: After a morning spent on the phone with CenturyLink support (via Skype, ironically), I finally managed to reach people with problem-solving capabilities at CenturyLink. Phone service is back online, numbers will be ported to landline effective January 31, where they will basically be parked, and I will have the opportunity to research the best replacement. Whew!
Update: As of Monday morning, January 23, less than two days after getting the “final notice” call I describe below, my existing numbers have gone dead. If you try to call my home or business number, you will get a message that says the number is out of service. I have dial tone, but if I try to make a call I am told that my service has been suspended. Thanks, CenturyLink!
The company that has been supplying me with phone service for the past five years or so is dumping me.
Well, technically, CenturyLink (the company formerly known as Qwest) has decided to stop offering its residential VOIP service and is shutting it down completely as of January 31. Yeah, that’s less than two weeks from now.
Did I mention that they forgot to actually tell me they were doing this? I didn’t find out until yesterday afternoon, when both my home and office lines rang simultaneously. Each was getting the same robocall from CenturyLink, with a professional announcer’s voice telling me this is a “final notice your my broadband phone service.”
My reaction: What? Is this a collection call?
The caller went on: “This matter requires your immediate attention. If you have already contacted us regarding the discontinuation of your broadband phone service, pleases disregard this message.”
Me: “Discontinuation”? What?!
The caller continued:
“This is your final notice that service will be discontinued in the next week.”
Me: [unprintable]
Needless, to say, I stopped working on the project that I had hoped to work on for the rest of the day and dove headfirst down the CenturyLink support rabbit hole.
The support rep I spoke with was very polite, profusely apologetic, and completely unhelpful. The service is going away, and the only option they are willing to offer me is to switch my VOIP numbers over to landlines. Plain Old Telephone Service, or POTS.
Me: Oh, hello, 1999! So nice to see you again.
Oh, and did I mention that that option will raise my monthly phone bill by 90%? And it will require a visit from a CenturyLink tech? And I’ll have to fiddle with the structured wiring in my house, which hasn’t had a POTS jack in years?
Gee, thanks, CenturyLink.
The unhelpful people who staff the apparently ironically named @CenturyLinkHelp on Twitter told me it’s not their fault:
@edbott Sorry you didn’t get your notification we started informing customers on 11/14 via direct mail,bill messages and voice message
You know, as someone who writes about tech for a living and relies on phone service, I would remember a message like that. I never received a single notification of any kind. No paper (my bill is paid automatically each month via direct deposit, and I signed up for the paperless billing option long ago), no e-mail, no phone message until yesterday’s “final notice.” And they obviously know how to reach me.
I do have options, of course. I asked my Twitter community for suggestions and they came through with some excellent suggestions. Here’s my list of options:
- Switch to an alternative independent VOIP service like Vonage. That would actually save me some money.
- Switch to MagicJack Plus. The Plus version doesn’t require a direct PC connection (which would have been a deal-breaker). Reviews are mixed.
- Switch my VOIP service to Comcast, from which I currently get Internet and cable service. A promotional rate would save me money for the first 6-12 months, but after that the costs would be nearly double what I’m now paying. At least based on my reading of Comcast’s confusing website.
- Attach an OBi device to my network and use Google Voice or another free service.
- Attach an Ooma Telo device to my network and then use their free service (there are some taxes and service charges to be paid). My Twitter community seems to love this option.
But there’s a complication in most of those scenarios. Anything that involves moving my service away from CenturyLink also involves porting my telephone numbers. Everything I’ve read says that process takes a minimum of 10 working days and can take even longer, depending on how quick the new service is and how cooperative the old one is. The robocaller made it very clear the clock is ticking:
“As a reminder, if you wish to retain your existing VOIP telephone number for an alternate service, you will need to call us. Otherwise, this number will no longer be available to you.”
After doing some research yesterday afternoon, I called CenturyLink this morning as soon as they opened. This time I insisted on talking to someone with actual technical knowledge of what the company is doing with this service. What he told me is even worse than I heard yesterday: “As of the 23rd [that’s Monday, one business day from now], they are taking down the platform. If you want to port these numbers, you gotta do it quick.”
He made it clear that if the numbers go out of service before the porting is completed, I lose them for good. Family, friends, businesses that have those numbers in their contact lists will get a “this number is disconnected” message.
So my only viable option at this point is to grit my teeth and allow CenturyLink to switch me back to their landline service. I just got off the phone with the company and got the ball rolling. But even they can’t guarantee they can get the work done in time.
If they do come through (fingers crossed, knock on wood, chant to every deity I’ve ever heard of), that will buy me a month or two to research my options and choose one based on something other than panic.
My favorite part? The robocaller voice signed off with this cheery message:
“We value you as a customer, and thank you for allowing CenturyLink to serve you.”
No, thank you, CenturyLink. As customer service goes, this is about as bad as it gets.