Complaint / Review
Embarq
Nothing But Problems In Kitsap County, Washington Double billing, deceptive sales practices, poor customer service Overland Park KS

In May of I signed up for a bundled service through Embarq for Satellite TV (Dish Network), Basic Telephone service, and DSL. My initial bill for this was $300.00.

When I called to inquire about the steepness of the bill, I was told that they billed two months in advance for all services. Fine, I paid the bill.

Now, thirty days later, I get a bill from Embarq, in the amount of $141. Fine, normal bill for two months service. Except, two months haven't gone by since the last bill.

But wait, there's more.

I also received a bill from Dish Network, in the amount of $149.

What?

I called Embarq, and they couldn't explain the problem. The only thing they could tell me is that my bundled package had become de-bundled. No explanation why, how, or who authorized it. Eventually, I got to speak to the Dish guy. He told me that I did not owe Dish $149, but only $109.

Apparently, while Embarq was de-bundling my account, they sent Dish $40 on my behalf.

I forgot to mention hold time. While on hold, I checked the Embarq website. The package that I am supposed to be subscribed to offers 1.5mbps DSL service for $24.95/month. Currently, my bill states that they are charging me $36.95 per month, for 256-512kbps DSL service. I realize that the distance from the CO precludes my getting the higher speed, but why are they charging more for less service?

I did some investigating, and found that the DSL connectivity is provided by a DSLAM in a CO that is located 17000 feet from my house. Not surprised at all by the slow speeds. Here's the kicker: There is a CO 500 feet, as the wire lies, from my house. I can almost throw a rock and hit it. AND they have DSLAM equipment onsite, just not installed. No schedule for installation, either. Nice, huh?

No, there are no other alternatives to Embarq in my neighborhood, when it comes to phone/broadband, yet. I spotted a bucket truck on the corner a few days ago. After speaking with the nice gentlemen, I found out they were installing for Comcast.

I was willing to stay with Embarq, if they could provide the service they promised. But after this latest debacle, I think I've decided to move over to Comcast for TV/Broadband/Phone.

I've spoken to a few of my neighbors, and I think they are ready to make the jump as well. The neighbors I spoke with were absolutely overjoyed at the prospect of being rid of Embarq.