As a former customer this doesn't surprise me in the slightest.

Our neighborhood and its twisted pair is 50 years old. I had DSL from the moment it first became available, and over time they upgraded the speeds. I have been WFH since 2006.

During that time I had had multiple cases of DSL going down and in many cases a new modem cured it.

But suddenly, during the Pandemic, the modem started losing its link 1-5 times a day every day. Totally unacceptable. I called multiple times. They came out multiple times. They weren't able to find a problem on their end even after multiple visits and we had eliminated the problem being on my end.

It's like nobody had any ownership of the issue or any sense of duty to proactively troubleshoot the problem to resolution. They almost treated every call as an isolated momentary issue despite having the prior info and me relaying it. They would just come out, do a line test, and when everything looked ok, they would shrug and leave. And the problems would continue as before.

Perhaps it was an intermittent hardware fault in the CO. Perhaps it was just old copper they were unwilling to spend any money on upgrading. I found I wasn't alone. A few others had the same issue in the neighborhood too.

I'm on brand new fiber now with a different provider and reliability is orders of magnitude better as one might expect.

But yeah, fuck CenturyLink.