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Cancelling the voice service, and then trying to get the updated ADSL prices - Embarq's High Speed Internet [entries|archive|friends|userinfo]
Embarq's High Speed Internet

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Cancelling the voice service, and then trying to get the updated ADSL prices [Monday, 28 January 2008 @ 17:43]
Embarq's High Speed Internet

embarq

[cnst]
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I called in on the 28th December 2007 to cancel my voice service. The original representative tried to convince me that it is not possible to have the internet service without the ‘local’ service. After a very lengthy discussion, and my numerous requests to speak with a supervisor, I was insistently told that a supervisor that can help me was busy, but that she will recall me later on. Since such promised recalls have never occurred in my previous experience with Sprint / Embarq, I had to ask for a specific and direct phone number, such that I can call the supervisor myself.

I was given some phone number with a local area code which connected me directly to the supervisor (after a few tries :). When I was finally connected, the supposed supervisor told me that she just finished putting my order for cancelling the voice service, and I will have the 44.95 3.0/640 stand-alone package starting from 3rd January 2008. (This supervisor was pretty nice, BTW, although not too knowledgeable regarding my questions of how much my total bills are going to be after taxes.)

So now I receive a bill, dated 13th January 2008. The bill went down from 75.37 to 43.11, although I expected it to be even lower for the first month, since there would be a reimbursement for the Local service charges worth about 10 days. So it turned out that I was charged a Local toll carrier change and Long distance carrier change! How can they possibly charge these fees if I no longer have a (real) phone number? Obviously doesn't make any sense!

So today I've tried calling Embarq to get rid of the overcharge, and also get the 5 dollar reduction on the new DSL prices, since the rollout of the 10Mbps package. From the 1-888-723-8010 menu, I selected the home phone service option, since the internet option was called "internet technical support" (although later I discovered that it had a sales sub-menu, too). The first guy that I was connected to was quite surprised by me not having a phone service (he even openly asked me how long have I had the internet without a phone). He said that he fixed the carrier change charges. When I asked about the new DSL prices, he hesitated, and said that another department handles those. After connecting me with some other representative, they were still unwilling to offer the new prices, even if I would choose to switch from 3.0 to 5.0 package. The call lasted about 40 minutes.

After having some break, I called 1-888-723-8010 once again, but this time I've selected the internet technical support option, HSI availability and sales suboption. Was connected to an agent almost immediately, before the end of the "all agents are busy" recording was muttered. ;) After talking to the agent, she convinced me that the option of the 39.95 for 3.0 was not available to me. After a few tries, I asked if the 5.0 would also cost me the old 54.95 price, but was informed that the 5.0 would run for only 49.95. I confirmed that it is only going to be a 5 dollar increase for me, and that no voice service is going to be required. So there it was, finally, from my own suggestion, I had the service I was looking for! I also confirmed that there would be no interruption of the serice, no new contracts or termination fees (since my original 1-year contract was up, it is all on a month-to-month basis now, as I was told) etc. Well, I hope they'll deliver! :)
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Comments:
From: embarq_lamontl
2008-01-31 01:38 pm (UTC)

Cancelling the voice service, and then trying to get the updated ADSL prices

Hello cnst,

Keep me posted. If you need anything else let me know.
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[User Picture]From: cnst
2008-01-31 07:45 pm (UTC)

Re: Cancelling the voice service, and then trying to get the updated ADSL prices

Thanks, Lamont! I'm happy to see we'll be getting some official support here, too. ;-)
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