CenturyLink
Reviews and Complaints

In an effort to avoid missing a payment over several years I added additional amounts to my monthly payment. In June I cancelled my service because of poor service and had a credit of over $500.00. Century Link refuses to return the money unless I prove they received it . They are demanding a letterhead document from my Bank showing I overpaid them.

Century link took 140 from my account.. I told them last year to disconnect my phone service and they never did.. I didn't know that they were still taking my money until. I couldn't pay my light bill.. I never had a phone plugged up because I line was supposed to be just for me to receive faxs.. Please release my funds. Every time I call zi get very rude people on the line. They pass the phone call around to 11 different people. Century link do bad business

After almost ten years of bad service and ridiculously slow internet streaming, I had enough. I drove to the nearest Centurystink; sorry, I meant Centurylink office, turned in my equipment and cancelled my account. My prorated bill showed a balance of $100, which seemed accurate. Two weeks later I logged into my closed account, it now showed a balance of $250. They had discovered a conversation over eighteen months ago I had had with a service rep, that they say proves I had agreed to a twenty four month contract extension. Of course I don't recall it, I had called their customer (abuse) service so many times over the past years I lost count. They had no written proof or a recording of the conversation, and I called them on it. They didn't like that. And like I expected, they refused to do anything about it. They could have, at the least, reduced the "cancellation fee", but would not. I filed a grievance with the Florida Department of Agriculture and Consumer Affairs, and am waiting on a response from Centurylink. Consumer Affairs will mediate this sort of thing but it's all voluntary, so I don't expect them to participate. I am a 62 year old veteran living on a limited income. I still work a $12 an hour job. My 61 year old wife is unemployed. This is how Centurylink treats ten year customers.

The complaint I have has been on going since I started receiving service from CenturyLink the day they took over service in Pueblo, CO. I am supposed to have download of 40.0 Mbps. My download speed is 2.2 Mps I thought there was something wrong with my computer so I had a tech come to my home to check it out. He showed me the screen that showed that this is what CenturyLink is giving me. I was also told that this is the speed that is offered in Pueblo unless you pay for higher speeds. They rip us off any way they can. When I tried to contact them, I received a notice that the complaint service was not available. I wonder of this poor service is going to get worse since net neutrality has been discontinued. Check your download and upload speed to make sure you aren't being cheated more that you are at the present.

My internet went down, I called tech support. I was told it would be 7 days before the tech would come out - they said he would be there on a Friday morning before 12 noon. I hung up then I received a text from CenturyLink stating it would be Friday before 5pm (I was confused but I did not contact them). I had to take off work on that Friday. Well, of course, he did not show. On Monday at 6:35pm the tech just shows up. He said he fixed it but 15 minutes after he left, the internet went out again. I called Tech support again and I was furious. This time they said it would be another 8 days. Guess what, it is the 8th day and the tech is a no show(took another day off of work)! Called Century Link again, they said they would check with the tech and call me back. I am so mad I can't think straight. Once I finish this complaint, I am contacting BBB and then I am going to contact NC Public Utilities Commissions! Let's see if I can make a difference some way! Also, I am contacting my neighbors and my family members to see if they have any complaints, and if they do, I will walk them through to file complaints with BBB and NC Public Utilities Commission.

Have been with CL for 4 years and internet has been slow the whole time. We get 0.3mbps download and 0.75mbps upload. We cannot stream Netflix, only one person at a time can connect to our WIFI or else we can't even check our emails. I rely on face time / SKYPE to keep in contact with my family in the UK but have to go to the store or gas station and use their free WiFi.
I have complained so many times I've lost count - having to go through the whole checking the speed when connected credit directly... and then not being able too because the CL speed checker can't even load!.. takes over 45 mins each time and they send out an engineer ... I'm told we are at end of DSL line and rural and the CL equipment is old and needs updating but that it's due for updating in the next month ... 4 years later - still the same. I have demanded and received a couple of partial monthly refunds but in all honesty this has to be fraudulent ... taking my money for a service I don't receive.
I would change provider but due to our location CL is the only provider and so they have the monopoly.
Have recently started using phone as hot spot but one Netflix episode eats up my monthly data in one go!
I would like to know WHO I can complain to because so far... it's been a waste of my time, money and energy.

Way to go Century Link. Not only was I paying an exorbitant amount for a land line while I lived in the Seattle area, but you have the audacity to bill me for 0.82 six weeks after I discontinued service? I was completely inundated with advertisements in the mail and subjected to your door-to-door sales people when I lived there. In my very humble opinion, if you did away with all the superfluous overhead and unnecessary use of man hours you could offer your services at a much, much lower cost to us as consumers. So glad I'm finished with you!

I called a CenturyLink Rep. on 08/24/18 to upgrade my internet service. I needed the new modem shipped to my out of town address to receive it and later bring to the location where the CenturyLink service is currently being provided. I did not realized that the Rep. had turned off my internet service even thought I did not tell them to turn my service off because I'm living out of town and I need my internet service to help monitor my home.

I called CenturyLink to have my internet service turned back on, but they told me that it couldn't be turned back on because it was the weekend and the request had to go through another department that only operated during the week day.

I'm truly disappointed in the way this turned out because I have deal with not internet service until I'm able to travel from out of town to install the new modem. The CenturyLink Rep. did not inform me that my internet service would be disrupted due to the upgrade. I had every reason to believe my current internet service would stay on until I installed the new modem.

About 3 months ago my bill had jumped from 65/month to 97/month, I was told that my special deal had run out, but that he would put me back on it, then for the next 2 months my bill has remained at 97/month. It seems to me that I was either lied to or no one really cared. I had called several times to get this resolved but I was just handed from on department to another and no one seemed to care that I was told one thing and nothing that I was originally told was true. I just got my new bill and it is still the same at 97/month. I have been with Century Link for 6 years and have never been treated like this before, I have always promoted your service to others. So it seems like that in the future I will change my internet service and inform my friends and business associates to look elsewhere for internet service.

I have been a customer with Centurylink for over 9 years and have had a max speed of 3Mbs this whole time. I have called multiple times to see if there were any improvements coming to our area and received the same reply each time - "no upgrades are scheduled for your area". Last year (2017) I sent a complaint to CenturyLink, the BBB, and the FCC about their poor service to our area of Wisconsin when other, smaller local companies, surrounding our area HAVE A MIN OF 10Mbs. I received a letter and call from CenturyLink stating that by the end of 2018, my service would be improved. Today, CenturyLink stated to me from both a rep and his supervisor that - "no upgrades are scheduled for your area".

I set up CenturyLink phone and 10 mbps Internet service in March of 2016. Since then we've actually gotten about .5 to 1 mbps. Our best speeds averaged a few minutes here or there (very rarely) when we'd sporadically jump up to 3 mbps. We've called technical support at least a dozen times over the course of our service, only to get a couple mbps boost for an hour or two. We had a repair ticket in May and waited an entire month to finally see a technician later in June, which again, resulted in a boost that lasted less than a day. We were back to .5 to 1 mbps the following morning.

We called and complained about the long wait for a technician to come out and they promised us a month's credit for our 1990's level internet speeds. We never received that credit.

They began raising our bill about the same time as the repair ticket without any notice, which became a strain on us. In July I arranged to make a partial payment using my SO's debit card. During the process, it is presented as an open arrangement in which you pay half now using whatever payment method and the other half by a certain date, using whatever payment method. Well, sure enough, they hit my SO's account for the other half without us ever authorizing them to.

My SO finally got sick of the internet speeds, which at that particular moment had slowed to a whopping .333 mbps (relatively common to our experience.) We decided to switch to another service offering 50 mbps. I called today to dispute the unauthorized payment taken from his account and to end service with CenturyLink. I spent an hour and 40 minutes, 3/4 of it on hold.

The financial services department was completely unhelpful and condescending. I explained to them that I never authorized a second payment be taken from my SO's debit card, they tried giving me a story that I'd somehow inherently agreed to it by agreeing to make the first payment, even though it was never implied in any way, shape, or form at the time. The first woman went as far as telling me "I've never had anyone call that didn't get that." She promised me she wasn't implicating I was stupid for not "just knowing" it was that way, though it's never even hinted at during the process. I explained that, had it been, I would have taken a different route.

After speaking to her, to no avail, I spoke with her supervisor - who was even more condescending and uncaring of the situation. By the end of that conversation, I ended up on hold for 20 minutes to talk to the supervisor's boss. She seemed friendlier, but stuck me on and off hold for 30 minutes just to come back and tell me they couldn't do anything because I authorized the 2nd payment (I didn't.) I finally told her to transfer me to customer support to end my service with them.

After waiting another 30 minutes on hold, I finally get transferred to the guy who can end my nightmarish service with them. I explained what had happened with our consistently terrible internet speeds, unannounced bill increases, and finally unauthorized bank charges that financial services didn't care to fix. He offered to transfer me back to financial services and I told him "no, just please end my service." He agrees, puts me on hole for 15 more minutes only for financial services to show up back on the line to tell him and me "We can't do anything because she authorized the 2nd payment" (I didn't.) I wanted them to make note of why we were leaving and end my service at this point (I was an hour late back to work on my lunch because of all of this.)

I finally got my service ended after nearly two hours of being treated as if I were stupid for not being psychically able to foresee their future theft from an outside bank account that they had no right to (my SO's name isn't even on my account.) The only offer that was made to reconcile the .5 - 1 mbps service I'd paid 10 mbps prices for going on two years, was a $10 per month lifetime credit for future service. I told them "no thanks, I'm never using CenturyLink again."

This corporation abuses its customers and rips them off because they know they can. They don't even have to be nice about it, because often, they are the only company offering service in many areas. They falsely advertise and sell speeds that they don't even deliver one tenth of. My last bill was $112 for the month of July for .250 to .5 mbps internet and basic land line phone service. We couldn't stream anything at all by the end of it. To top it off, they stole money from a 3rd party's bank account without authorization to do so. Their defense, well - we say you okayed it - so that's what it is. I guess it's my word against theirs, so I lose.

This company is a criminal monopoly (duopoly in my town, we're lucky enough to have a second company to attain service from) and I can't wait until the day they get put out of business and the ones in charge who are pushing this false advertising and theft are put in jail! We aren't rich, we work hard for every penny we earn - these people are exploiting, abusing, and stealing from their customers and it makes me sick!

I had the new upgrade to fiber optics in my area. I found out today the installers plugged part of the system into a plug in that is set up and comes on only when my light is lit ... They said I'd have to move it myself, which I'm trained to do or I'd have to get an extension cord to a different outlet when there's none in the cellar ... When I asked them to fix their error they would take no responsibility and because it works it's not their fault I have to leave a light on all the time if I want wifi... Sad

Account reference:
Byron Bell
917 Prospect PL
Manitou Springs, CO 80829
Internet Line: [protected]
Call back number: [protected]

This letter is to inform CenturyLink about my Internet service failures at my home location. Since March 2018 at my connection @[protected] has been failing and going offline at all hours once or twice a week. I have contacted CentryLink on several occasions with no actual fix action. I have since received a replacement modem and I returned (due to this was not the issue). This past August 2018 a technical repair person came out to check lines, he informed us that water from recent storms in our area was causing disruption. Also, I spent several hours on phone with CentryLink troubleshooting issue to no avail.
Unfortunately, what seems to restore connection I must reboot the router model C2100T from the GUI; however, this only lasts a day or two before it drops again. After several hours of research and testing I have discovered the issue why the internet connection keeps failing, it is due to the loss of NTP server connection. I am confident that there is an issue with the NTP that CentryLink is broadcasting for my area and I am requesting for someone on the network system side take a very close look at the NTP services.
Furthermore, I am making a request for some type of reimbursement for my internet connection, from last March 2018 to current August 2018 the disruption of the loss of NTP services has been such an inconvenience of not having an internet connection on demand. It only makes a connection when the NTP service is available enabling my router C2100T to make an internet connection.
The NTP error message simply states that there is no NTP and until there is an NTP loss of internet will occur.
Below is a picture of my router that I am currently using also pictured is the NTP picture and IP for the current NTP server that I am accessing, I also have my firewall NTP port 123 open for in & Out functionality always.
I would greatly appreciate the assistance in internet billing compensation for a credit due to this NTP issues until resolved. I would gladly be able to speak to a technical person who can troubleshoot the NTP services in my area to possibly resolve this intermitted issue with CentryLink.

Sincerely,

Byron Bell
917 Prospect PL
Manitou Springs, CO 80829
Internet Line: [protected]
Call back number: [protected]

They're saying that our account is suspended because we have not paid our bill but we did pay the bill on our bank account it shows that we paid the bill the technician said he was going to turn it back on tonight and he left and went home and did not do what he said he was going to do so it would be greatly appreciated if someone could put a fire under somebody's butt and have our internet turned back on and it better be on by August 10th 2018 or we will be forced to find other services elsewhere, and file a claim with the Better Business Bureau..

Received a bill in Jun 2018 that showed a credit balance of $250.78. The next month, I received a bill for $256.00. After calling their "customer support" three times and being disconnected after 20 minutes each time, I had to stay on the phone for 57 minutes and was transferred through eight representatives (having to re explain my situation every time). I ended up talking to the people in their billing. I will admit I was irritated and explained why to Brian, a rep. He was condescending and did not want to talk to his supervisor. After insisting, I was allowed to talk to a floor supervisor named Ashley and explained the situation to her. She precedes to explain how it is my fault for not paying the Jun bill even though she admitted she would not have paid it either. There is a lot of crooked billing at play with this company and when you call them on it they make excuses and give you an explanation that defies logic.

My internet went doen randomly, went thru the text help center and scheduled a tech to come out and see why when standard steps didnt work.

Day before the appointment I got a text confirming next day appointment status. Day of the appointment comes, the time window for tech arrival comes and then I get another text confirming the appointment for the next day. Didn't ask to reschedule, or find a time that would work with me.

When I needed to cancel service, got the run around from serive rep to service rep. On hold of course, basically "that's not my department, please hold while I transfer you."

It wasnt bad the first year, but after the promotional period they wanted $80 for not fantastic internet.

Dealing with customer service was a nightmare. The only deptartment that was US based was retention, and they hung up on me a couple times when I told them I needed to cancel service.

CenturyLost,

You are untrustworthy. I have paid for 10 years for your service. The ONLY reason you still have my business is because where I live there are no other options. In street vernacular... You are the only hooker in town... and man are you tired looking...

Your entire ridiculous website is set up and designed to CYA. One can't even report an outage...? Seriously... your site just runs IT'S OWN fake test on your lines and ALWAYS comes up with 'no problems detected'...

Your Front line male robot voice is annoying af, and 'it' asks for a plethora of information and ALSO wastes more time by AGAIN running fake tests on your 'phone line'... that ALWAYS amount to 'no problems detected'. My internet has been down for 3 days LOFl... Modem signal a SOLID RED ...

Then here come the Customer Service Russian Girls you have somehow trapped in the Philippines at your call center ... are terrible. They ask FOR THE EXACT SAME INFO YOUR ROBOT DID... and ALWAYS run another fake test and ALWAYS come to the same conclusion.

If I am lucky and have 30 minutes to WAIT ON HOLD until I speak with an American... I usually get some answers...but NONE of them are satisfactory unless there's a reported outage...

And uh pray-tell WHAT is required for there to be an outage...? Cause it apparently isn't 10 paying customers on the same street all next door to each other being out...

FYI your service techs are LITERALLY the only thing that keeps your company in business. Every worthless, bloated CenturyLost executive should sacrifice his salary immediately to those guys.

For the past 18 years we have called centuryLink repair service to repair our phone. We have exposed lines on our road that have been damaged over time. Every time it rains or snows our phone stops working. It crackles, rings at all hours of the night, and has horrible static. In addition, the exposed wires continue to be a safety issue on our road. We have several motorcycles that travel on our road and I am worried the the exposed line could catch a tire and cause injury. I have expressed this concern several times.
Various repairmen are able to fix our phone by trying different wires until they get twisted pair that still works and gives a good connection. This lasts until the next inclement weather.
I have taken several days off work over the years waiting for the repairman to arrive and make the repair.
Today, July 27th, was the last straw. I had a repair ticket open to have our phone fixed. The time slot was from 10:15-2:15. The repairman called around 12:00 to tell me he was on his way. I called CenturyLink at 2:00 to ask where my repairman was and the expected time of arrival. She stated he should be there soon. I waited... I called back at 3:30 and was told that he already came (never knocked on my door) and that he couldn't fix the phone and that a line repair technician will repair it on Monday. That would have been really good information to have and it would have been respectful for the tech to call me and provide me with the information rather than let me sit waiting for his arrival.
I was very upset when the customer service rep told me this information. I raised my voice and was angry. I own this behavior. I was connected to a supervisor and left a message on his line. And again, I was very upset. I apologize for my behavior. I just do not know what to do.
I am so disappointed and frustrated that a large corporation can be so disrespectful and unprofessional. My time is valuable and I am upset that I wasted a day waiting for a repairman that couldn't have the decency to give me a call and explain the situation.
A resolution to this situation would be for CenturyLink to repair their phone lines and cover the lines to an acceptable depth on the road to prevent further damage to phone lines.
CenturyLink has the repair requests and photos. It has been documented for years. I would like CenturyLink to repair their lines and maintain their product with high quality and professionalism.

Thanks,
Heather Huntoon
[protected]

Last month I agreed to it up sale from Centurylink upgrading to a higher speed modem. I pay a monthly fee so if I ever need maintenance to come out and fix something or for installation issues I don't have to pay the $75 for that. Well the day it arrived instead of seeing a CenturyLink truck, I see a UPS truck. instinctively I must've known then something was going to be wrong. So I call Centurylink and ask them why a technician wasn't sent out because I pay for that service and was told that they could have someone sent out, but that it would be a week. well I wasn't going to wait a week ..so the representative said it was very easy to set up and I went through the steps precisely as was instructed to do. Nonetheless as soon as I put everything where it was supposed to be there was no Internet connection. I didn't asked to speak to someone senior to his level in technical support and was told by this person that the reason my Internet wasn't working was because Centurylink uses a ‘ chosen port.' So while I was on the phone with this person I was dragging around my computer the modum, the Ethernet cable to all the different phone jacks in my house and yet to know avail. I was then told that I would need to have a technician come and repair the issue. They went on to tell me that they didn't have anyone available for two weeks. This was simply unacceptable and not because I want to stream Game of Thrones but because I myself am quite ill and my son has inherited my rheumatoid arthritis . we must be connected to the outside world in order to speak with our doctors etc. I was given a ticket number and was told they would expedite this and mark it as an emergency and I thought ..well surely somebody will be able to come out before two weeks if they read the notes . After a couple days and burning through nearly all my data trying to get onto the Internet using a hotspot on my phone I called Centurylink back and was told that there was no existing ticket for my account number. I then asked to speak to a supervisor and they were able to pull it up under the notes and once again I asked them to please try and expedite this. A couple of days go by I can't really leave the house because at anytime they could show up ., so I call my ex-husband in the UK and tell him what's going on. between my son and I we had probably six or seven Different appointments to UNC which is about 100 miles each way from where we live. M Ex agreed he would fly over so someone would always be at the house just in case they didn't call like they said they were going to call, but at this point I knew that I couldn't really believe anything they said. So a week has now gone by and now I had no data left to use to connect to the computer because I've gone over it with my phone plan. To make matters worse because we live so far out in the country I have to rely on Wi-Fi assist to make and receive phone calls. I was missing phone calls, getting delayed voicemails, people couldn't hear me on the other end... this is becoming a nightmare. Every day I would wake up and I would call Centurylink and was told the same thing ‘there is no existing repair ticket' every day they would transfer me to a senior supervisor and every day I was told that there was a ticket but it must be a glitch in their system or an update. On the 13th day around 8 o'clock at night my husband had now taken over my role speaking to these people because I just couldn't do it anymore ...and my dog starts barking and there's a CL truck that had pulled up in my yard. I knew that no one was going to call us that's why we had rescheduled all of our appointments so somebody would be here. Tech-support guy didn't even officially work for Centurylink but was helping them out he said. Apparently after they sold the company and it was bought by some other people that's when everything went downhill. Now less than a month later we were passing by our neighbors house and I saw Centurylink truck and my son actually said to me oh gosh Mom I hope that doesn't mean anything bad ..I didn't want to say anything negative or worry him so I just said everything will probably be OK. When we got back from UNC hospitals he was right we had no Internet again but this time all the phone lines have been cut not physically but somewhere within their system and one of the boxes that they use.( not sure what they're called )but nonetheless here we are again and here I am again calling every day but knowing now because of what happened last month we're not seeing anybody anytime soon. I have called every single last ISP in the country to see if there's anyone else that I can use but these people, they have a monopoly where I live and there is no one else . I don't know if anyone from Centurylink reads these but I hope they do .

He had to enter my patio area in the front of my house to get to their Century Link box. I have always cleared obstruction of any type from utility boxes knowing they need access. There were a couple branches above the area he was working in that he twisted and broke off my tree telling me he had every right to do it. As you can see in the photo the broken branches are no where in the work area. This tree has been difficult to keep healthy due to the drought and water restrictions the last thing it needed was to be abused in this manner.