Anonymous for this as I want to vent without attracting attention to my employer or affiliating this review with other things posted on the site.
I work for a firm that takes about 2M minutes/month of inbound toll free across roughly 1500 TF DIDs. Outbound (termination) is a lot lower but still significant roughly 500k minutes/month.
Folks in the role before me decided they didn't want to mess around with aggregating providers and instead work directly with the carrier. They made the poorest choice of all: Level(3), now owned by CenturyLink.
Like most poorly-run large companies, L3/CL seems to be satisfied to pull you into a binding contract and then ignore you as much as possible.
Our SIP trunks are fine until they are not. When they are not, there is no automatic failover from one trunk to another -- L3 claims this just isn't possible -- but there is a way to do emergency rerouting. Each number that you emergency-reroute will cost you $50. See above for why this is outrageous. Also, such routing must be configured on a number-by-number basis. Sure, I've got until the end of time to click around on your stupid portal and set up 1500 DIDs for rerouting, because there are no bulk functions, not even a "select all" box of any kind.
REST interface? yeah right.
The NOC is a disaster. The escalation process is a disaster. The portal is an ugly disaster and really offers nothing to the customer in terms of being able to DIY. Rachel, who answered the phone yesterday when I called, sounded cute. THAT'S THE ONLY GOOD THING.
What are my SIP trunk endpoints? That information is not in the portal. I must open a ticket. Can I assign a friendly name to this trunk that is labeled with random letters and numbers? No.
Our account manager quit three months ago. We have not gotten a new one yet.
We have IP circuits from CenturyLink as well. Our network team shares these sentiments. You cannot and will not get any decent business- or enterprise-class service from Level(3) CenturyLink.
/fin
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