3 On Your Side

Chandler woman has unusual problem with internet service

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Ruth Earl-Adams was having trouble with her internet. (Source: 3TV) Ruth Earl-Adams was having trouble with her internet. (Source: 3TV)
Earl-Adams said the internet hadn't worked in more than seven days. (Source: 3TV) Earl-Adams said the internet hadn't worked in more than seven days. (Source: 3TV)
And Earl-Adams says no working internet is a huge problem because she works from home and depends on the internet to connect to the outside world. (Source: 3TV) And Earl-Adams says no working internet is a huge problem because she works from home and depends on the internet to connect to the outside world. (Source: 3TV)
3 On Your Side got a hold of CenturyLink which apologized and immediately looked into the problem. (Source: 3TV) 3 On Your Side got a hold of CenturyLink which apologized and immediately looked into the problem. (Source: 3TV)
(3 ON YOUR SIDE) -

Being able to work from home is always a nice perk and you usually need the internet to do that. But a Chandler woman says with her internet down, she can’t work and can’t get a paycheck.

Ruth Earl-Adams says television and the internet are a way of life for her. In fact, the internet has helped her hold down a customer service job for the past four years.

“I work from home. I do my banking on the internet. I move money from one point to the other point so it's all encompassing for us,” she said.

But, like all of us, Earl-Adams has to pay for her TV and internet services. 

So, she does business with CenturyLink. However, Earl-Adams says she recently had a big problem with the telecommunications company.

“I'm paying over $200 a month for bundled service of internet, Prism TV and telephone. My telephone is fine but the others haven't work [sic] in over seven days,” she said. 

And Earl-Adams says no working internet is a huge problem because, remember, she works from home and depends on the internet to connect to the outside world.

According to Earl-Adams, she tried explaining to CenturyLink the importance of getting her internet operating again, but she says she couldn’t get it resolved.

"I don't work, I don't get paid. I don't get paid, I can't pay my bills. I have proprietary information on my desktop so I can't go to the library to do my job," Earl-Adams said.

3 On Your Side got a hold of CenturyLink which apologized and immediately looked into the problem.

They didn’t tell us exactly why it was taking so long to get her service repaired, but once 3 On Your Side got involved, CenturyLink immediately got her internet and TV service up and running.

Earl-Adams says it's good to have TV again, and since her internet is now operating, she can resume earning a living.

And, she says she’s grateful for that and to 3 On Your Side.  

"If I'd a known [sic] I would have needed your help, I would have laughed myself silly. But, I did need you and you were there in a big way. And I appreciate it so very much," she said.

CenturyLink is also taking $239 off her bill over the next four months. A big "thank you" to them for that, and the prompt resolution. 

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Copyright 2017 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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