this post was submitted on 29 Aug 2023
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This is the best summary I could come up with:
Helen Marie Plourde, an 86-year-old Minnesota resident, just spent over a month without home Internet and phone service because CenturyLink failed to fix a problem that began in July.
Christopher Mitchell, director of the Community Broadband Networks Initiative with the Institute for Local Self-Reliance in Minneapolis, put Deloney in touch with us.
"For the past month, [Plourde] has been going to my mom and dad's house to use the Internet two times a day because hers went out and CenturyLink can't be bothered fixing it.
That didn't end up being necessary because CenturyLink sprang into action after Ars contacted the company's media relations team on Thursday night.
A CenturyLink technician went to Plourde's home on Friday morning and fixed a line problem on a nearby street, restoring her Internet and VoIP phone service.
On Friday morning, CenturyLink told Ars that "the help ticket did not escalate through Velocity's process properly, so it wasn't in our system."
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