that Plourde, an active member of her community and a piano teacher, found herself in a predicament when her internet and home phone service went out for an extended period. Despite multiple attempts to contact both her Internet service provider, CenturyLink, and Velocity, a liaison company between the provider and the customer, she received little to no assistance.
Velocity, the company responsible for acting as a go-between for CenturyLink and its customers, admitted shortcomings in their approach to resolving the issue. “I believe we could have done better here,” said a company representative. “I typically expect these types of tickets to be escalated to me to rattle the cage at CenturyLink. It doesn’t always help, but we will always try.”
The lack of internet access had a significant impact on Plourde’s daily activities. She is a member of the School Sisters of Notre Dame and serves on a human trafficking committee. “All our communication is online, and there are so many things. I’m on a human trafficking committee,” she said. Plourde also reflected on how the absence of internet made her think about rural areas that lack this essential service.
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