Ambrosio A (5/18/2022, 4:46:47 PM): All technical support chats may be recorded for
quality assurance and training purposes. Thank you for contacting CenturyLink.
You are speaking with Ambrosio, please give me a moment to review the information
you provided.
Hilary Swain (5/18/2022, 4:46:56 PM): Okay
Ambrosio A (5/18/2022, 4:47:10 PM): Hi, Hilary.
Hilary Swain (5/18/2022, 4:47:17 PM): hello
Ambrosio A (5/18/2022, 4:47:26 PM): I see that you are chatting about needing a new
modem, is that correct?
Hilary Swain (5/18/2022, 4:47:34 PM): Yes, indeed
Hilary Swain (5/18/2022, 4:47:54 PM): we had a tech check the line and the line is
functional
Hilary Swain (5/18/2022, 4:48:03 PM): he said it was the modern
Hilary Swain (5/18/2022, 4:49:07 PM): We also we’re just notified we are going to
need a new router to check our security up to date
Hilary Swain (5/18/2022, 4:49:25 PM): I’m pretty sure we rent both….is that
correct?
Ambrosio A (5/18/2022, 4:49:32 PM): All right, We are really sorry that you're
having trouble with that. I would be absolutely delighted to assist you. We are
really sorry that you're having trouble with that. I would be absolutely delighted
to assist you. Can you please provide the billing telephone number/account number
that is associated to your CenturyLink Service? Thank you!
Ambrosio A (5/18/2022, 4:49:45 PM): Let me also check that one once I have pullled
up the account. Thanks!
Hilary Swain (5/18/2022, 4:49:50 PM): 1-541-218-8188
Hilary Swain (5/18/2022, 4:50:01 PM): [email protected]
Hilary Swain (5/18/2022, 4:50:30 PM): account number : 331358212
Ambrosio A (5/18/2022, 4:51:37 PM): Thanks! Please give me a few minutes here while
I am pulling up your account for me to give the best possible solution for your
issue/concern.
Ambrosio A (5/18/2022, 4:52:57 PM): To confirm, you currently have the C3000z
modem?
Hilary Swain (5/18/2022, 4:53:39 PM): Yes
Ambrosio A (5/18/2022, 4:55:14 PM): Thanks! Upon checking, it shows that the modem
is currently at purchased status, however, already out of warranty.
Warranty Expiration Date: June 26, 2020
In this case, usually, for out of warranty modems, this can be replaced through our
Customer Care Department. I can connect you to them for further assistance with
regards to the modem replacement. May I have your permission to transfer you?
Hilary Swain (5/18/2022, 4:55:48 PM): Sure
Ambrosio A (5/18/2022, 4:56:24 PM): Before I can connect you to them, In the
meantime, is there anything else that I can check for you today?
Hilary Swain (5/18/2022, 4:56:44 PM): Nope../
Ambrosio A (5/18/2022, 4:57:13 PM): Please stay on the line while I connect you to
them.
Hilary Swain (5/18/2022, 4:57:18 PM): okay
Ambrosio A (5/18/2022, 4:57:18 PM): I want to make sure you know about the My
CenturyLink App. You can access it from your smart phone and it provides account
and service information. It's very easy to use to get the help you need, you can
use the "Click to chat option" from your smart phone so you don't need to call for
future concerns. You can also now contact us with repair questions by texting to
275285(on your cellphone this corresponds to A-S-K-C-T-L). Standard text messaging
rates may apply For future reference, you can go to our website www.CTLHelp.com for
self-help troubleshooting. It's a pleasure to help you today! Thank you for
choosing CenturyLink. Have a great day!
Angie G (5/18/2022, 5:00:07 PM): You are chatting with Angie.
Angie G (5/18/2022, 5:00:12 PM): Thank you for contacting CenturyLink! My name is
Angie 🌺 How can I help you today?
Hilary Swain (5/18/2022, 5:00:15 PM): Hello,
Angie G (5/18/2022, 5:00:19 PM): It seems like you have a previous chat, please
allow me a moment while I check it.
Hilary Swain (5/18/2022, 5:00:24 PM): okay
Angie G (5/18/2022, 5:00:44 PM): I can see that you want to replace your current
modem, correct? 😊
Hilary Swain (5/18/2022, 5:00:52 PM): Yes….
Hilary Swain (5/18/2022, 5:01:02 PM): it’s malfunctioning I believe
Angie G (5/18/2022, 5:02:14 PM): I am sorry to hear that, I understand how
important must be for you to have the modem working properly, I'll be more than
happy to help you with your request today
Hilary Swain (5/18/2022, 5:02:22 PM): Sounds good
