These people do not value their customers at all, you pay your phone bill, things get shut off, then, takes them forever to restore ALL SERVICES. When long distance was interrupted, they guaranteed restoration within 24 hours, 72 hours later, was not restored. Called in and was LIED to by service(or lack of service) 4 TIMES, and they don't want to give you credit for anything. They aren't afraid to charge you outrageous fees for repairs, but, they think your time is worthless compared to theirs. As soon as cable comes down the road, they will be replaced with broadband service.

My name is Robert. I use to work at Embarq as a call center rep. I left the company about 3 months ago. I have also worked for the cable companies as well. I own a company that helps customers fight back against home phone, cell phone, TV and internet companies. Please visit my website at www.TotalAccessSWFL.com to find out more on how I can help you. I will give you insider info on how to talk and get around company call centers. Find out the truth from someone who has worked for these companies before.

I recently moved into a new house, and the only Internet, tv, and phone service in the area was with Embarq. I called them up and asked them about their deals and was told that there was a triple bundle for Internet, tv, and phone service that included 12 months of free tv. This was to cost around $75 before taxes. I decided to get this deal, but after the first month I was charged $49.99 for my tv service. I called them up and was told that the free tv offer would not kick in until the second month because they didn't want to waste the deal on a partial first month. My mistake is that I believed that load of crap. The second month came by and I was yet again charged for the tv service on top of the other services. I called them back and they told me that I was no longer qualified for the free tv and that I was stuck paying for it for 2 years because of the contract they made me agree to (which, by the way, included the free tv). The customer service rep said it was because I have a credit rating of "C" with Embarq, and you need to have a rating of at least "B" to get the free tv. This angered me the most because my credit rating is nearly perfect (in the 700s) and this rep was trying to tell me that it was sub-par. The rep would not back down, so I had to hang up. I was so mad that I decided to look up my credit reports online for the year on all three sites that show them. The most interesting part of this was that Embarq was nowhere to be found in the area that shows who recently looked at your credit report on any of my three reports. This tells me that I am either mislabeled in their system or they blatantly lied to my face about my credit rating. I don't know what I will do from here, but if you can avoid Embarq, do so at all costs. By the way, the free tv offer is offered to new customers only, but one (apparently inept) representative told me that it is only available to people who have had the service for 10 months.

I CALLED EMBARQ TODAY TO ASK ABOUT MY SECOND BILL AND THE PERSON AT COSTUMER SERVICE, "VIVIANA @ 3:15 P.M " WAS OVERLY RUDE AND WAS NOT PROFESSIONAL AT ALL. I ASKED ABOUT MY PACKAGE RATE AND SHE RESPONDED THAT SHE COULD NOT GIVE ME IT BECAUSE IT WOULD INCREASE WITH TAXES AND I TOLD HER THAT I UNDERSTAND THAT BUT THAT I JUST NEEDED TO KNOW THE RATE WITHOUT THE TAXES BECAUSE I OBVIOUSLY KNOW THAT IT WILL INCREASE WITH THEM BUT THAT I NEEDED TO CONFIRM THE REGULAR PACKAGE PRICE THAT I HAD CHOSEN TO MAKE SURE I WAS PAYING THE RIGHT AMOUNT..AFTER I EXPLAINED THAT TO HER, SHE WOULD STILL GO ON TO SAY IN AN ARROGANT MANNER THAT SHE COULD NOT GIVE ME MY PACKAGE RATE PRICE BECAUSE IT WOULD INCREASE WITH TAXES... AT THIS POINT OF MY AGREVATION, I TOLD TO THAT I WANTED TO CANCEL MY ACCOUNT. SHE HAPPILY SAID "OKAY", AND I SAID "BUT NOT WITH YOU, I WANT TO SPEAK TO THE MANAGER" SHE SAID THAT SHE COULD NOT TRANSFER ME TO A MANAGER AND THAT I WOULD HAVE TO CALL BACK. VIVIANA WOULD NOT GIVE ME HER LAST NAME OR ANY OFFICE NUMBERS FOR ME TO CONTACT MANAGEMENT. I CALLED BACK TO TALK TO THE MANAGER AND TO MY SURPRISE SHE ANSWERED THE PHONE AGAIN. I TRIED AGAIN AND AGAIN AND AGAIN AND SHE WOULD STILL ANSWER IT. I CALLED EMBARQ ON MY CELLPHONE AND A GUY ANSWERED IT, AND HE GAVE ME THE NUMBER TO ANOTHER OFFICE. SO, I CALLED LATER THAT NIGHT TO THAT NUMBER AND I SAID TO THE PERSON THAT PICKED UP THE PHONE THAT I WISHED TO CANCEL MY ACCOUNT AND HE IMMEDIATELY SAID "OKAY, LET ME MAKE THE ORDER", AND I SAID BUT WAIT NOT FOR TODAY BUT FOR MONDAY, AND HE SAID "BUT I SEE THAT YOUR ORDER IS ALREADY PUT" AND I REPLIED I HAVE NOT PLACED THAT ORDER YET, AND HE SAID "I AM THE MANAGER AND I CAN SEE YOUR ORDER!" AND I SAID THAT HE WAS SPEAKING TO ME LIKE ANY OTHER EMPLOYEE AND NOT LIKE THE MANAGER, AND HE SAID "I'M GOING TO PUT YOU ON HOLD UNTIL YOU CALM DOWN". I HANGED UP AFTER SOME MINUTES OF BEING ON HOLD. I DEFINETLY NOTICED THAT THERE IS NO SENSE OF CUSTOMER APPRECIATION OR CARE, LACK OF PROFESSIONAL SERVICE...

Embarq is losing a loyal customer. Residential / Small Business / Toll-free. I have 3 accounts. Joined them when they were Sprint. Have had major billing issues with them for the last two years with my business and toll free lines. My Small Business bill came in wrong half the time. Their unlimited long distance calling plan just wouldn't 'stick' and I would get high bills. And boy, did I dread calling in and being told 'It's not my department' and being transferred from one agent to another, or being told to call another telephone #. It wasn't unusual that I would spend one to two hours trying to get it straightened out. But eventually, I would get a rep that would be able to help. These angels need to be commended. The reps were not rude, just clueless. Too many departments that don't work or communicate together. And their business is communication! I started to resolve this month's bill discrepancy by calling the customer service # listed on my bill, as I usually do, on May 27th, as my toll-free line bill was 3 times what it 'normally' is. After not being able to resolve it with a rep named Richard, who tried to resolve it but could not because of Embarq's complicated pricing programs, a rep, named Jenny, assured me that a Supervisor would call me back. No Supervisor called, and I put off the inevitable hassle I would have to put myself through until the bill came due. So here's how this went on June 10th: 1) Called the customer service #listed on the bill -866-369-1863; 2) Rep told me to call another # 872-363-7154 ; 3) Stephanie in the Customer Service for Small business answered and said to call Accounts Receivable at 866-817-6941; 4) Rose in Accounts Receivable said their department didn't handle it and told me to call Customer Service at 1-800-786-6272; 5) This got me to Alyssa in Residential Customer Service who... 6) transferred me to Dianna. Dianna was my angel on this problem. She took care of it by finding a plan that works. And she warned me that my next bill will come in wrong and that I will have to call in, again, so that it can be adjusted to the new plan. Dianna is definitely an asset to the company. Good phone service, just lousy administration and billing. I'm looking for a company that's good on all points. By the way, I haven't had any problems with my residential bill. Must be a totally different company.