11 Jun 10 CenturyLink Mess up caused downtime

Talk about ISP mess up, I work for a major health care related company and we have over 800+ clients. I got a notification yesterday that one of our location is down. So I took the ticket and started to investigate. They are using CenturyLink previously Embarq as their DSL Provider. Well I noticed something strange. I wasn’t able to Ping the VPN IP but I was able to ping the gateway as well as our routers IP. So I thought there might be an issue with the VPN only, I tried to log into the router and I couldn’t believe my eyes. I was looking at a log in banner of another company.

I knew exactly what happened. Some one messed up some where and they ended up giving our Static IP to someone else. As the ptr record was showing a mail server on that particular IP. So I called them up was on the phone for 20 min and they had no clue what happened, so I hung up so that I can call the customer back and let them know what happened. Certainly customer was furious and not happy as they were not able to work for almost a day now.

Then I call them back and after being on the phone with them for approximately an hour and a half we received new IP’s, I tried to get the same old IP’s but their supervisor said that they can’t give us the old IP’s and it is our responsibility to configure out equipment with the new IP’s. Thank God customer had a console cable and I was able to log into one of the computers there and reconfigure our Cisco 851W router with the new information.

But fact still remains that CenturyLink messed up big time and they wouldn’t agree on giving us even service credit. They caused down time, it was their mistake so the least the could have done was offer us couple of months of free service but their answer was, we are very sorry that this happened you have two new IP’s configure your equipment and that is the end of it.

So remember if you are using Cisco equipment for your clients make sure you have a Cisco Console Cable available for remote troubleshooting will save you lots of time and headache.

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Reader's Comments

  1. |

    Sorry to read about the trouble you’ve had with CenturyLink. It might be too late now, but if you ever need any help with CenturyLink service please feel free to contact our customer outreach team. You can email us at We’ve been helping customer’s online for over 2 years. Please let us know what we can do to help!

    Joey H
    CenturyLink Customer Outreach

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