CenturyLink
Reviews and Complaints

I called today to discuss the charges on my bill. I was being charged $10.00/month for the modem. I spoke with a representative 07/14/18 and was advised to call the billing department to have my bill adjusted as the modem was returned and in the warehouse. I called today 7/19/18 and encountered a representative named Kelly located in a call center. She did not verify my account and did not open my account to see any notes from the past representatives I have spoke with. I advised of my issue and was asked why I was calling now in July when my services were changed in April. She also stated I'd still have to pay for the modem as there is no proof of it being sent back. I advised I sent it back in April when the services were switched, that my modem I had previously paid for works with the speed. She questioned how much I paid for the modem (which had nothing to do with the call), but I told her I paid $80.00. She said that that was incorrect as the modems are $120.00. I advised it was a few years ago, the prices may have changed since then. She said no and pretty much called me a liar and stated I'd still have to pay the $10.00 per month. I asked for a manager, she said hold on and transferred me to the automation. I went through the automated system again and spoke with Melissa. If not for Melissa I would've disconnected my services. I am thankful for a wonderful experience with her. As for Kelly I'd suggest training in customer service.

I have had my internet service since June of last year. it was good up to the beginning of this year in January when I called to say something is wrong with my service. throughout the day my service would drop about every two hours. in January I was told that they didn't see a problem. I was furious and did nothing to see what I could do and had been dealing with this issue since then. I work from home now full time and it is worse than it has been before. yesterday 7/18 I decided that it needed to be looked at and spoke with a tech Charles who immediately found that my internet did drop numerous times but suggested that I reset to factory reset and see if that stop, which I have done numerous times my own, so I decided to let him see for himself. I was told that I c0uld call back and whoever takes my call will see what we had done and know what the next step would be. well apparently, that did not happen. I couldn't call because of it being after hours but I did the chat from their site. chatted with a Patrick who tells me that my internet drops because I might have too many electronics near it or too many items being used with the Wi-Fi. so, I was confused because what was a modem for if I cannot hook up my Wi-Fi. I gave up on him decided to call today. well for two whole hours I spoke to a total of 8 people. the second person Jon was helpful who was a tech and found out that I do need a new modem and that my speed was only at 20 and not the 40 that I have been paying for. and transferred me to billing to get this fixed. as I was on hold numerous times I was able to look at my account and saw that my next month's payment jumped up to $10 more for the speed of 20. but I noticed that all my statements showed that I paid for the speed of 40 since June 2017. when I finally got to someone who seemed to me that he understood but really, he was going to go ahead and fix my account for the speed of 20. I was furious and didn't understand that for a whole year I was paying for the speed of 40 and to find out for a whole year I couldn't get the speed of 40 in my area. well I'm really confused because my billing statements had showed that and now all they could say was sorry what do you want us to do. I was lied too for a whole year thinking I was paying for a high-speed internet and showing that on my statements to now saying no you only have the speed of 20. and that the portal doesn't show that but on their end it does. I suggest people start looking to see what you're paying for. because all they can say is sorry for the inconvenience.

Phone and internet service was disrupted at my residence mid afternoon on 7/17/2018. I placed a call to request opening a repair ticket. I had to place 3 separate phone calls beginning when I got home at 5:00. Each call lasting over 30 minutes (using cell minutes) before finally receiving verbal confirmation on the third contact with a representative that a supervisor had intervened and created a ticket. To make matters worse, a language barrier existed with each of the phone calls. Over and over again I had to ask the associate to repeat what they said. To top it off, one of the representatives I spoke to on the initial call placed called me back at midnight to tell me she was still working on creating a repair ticket. Another point is the representatives all addressed me by my first name. Most businesses out of courtesy and respect will address their customers as Mr./Ms. and last name. This is a horrible representation of customer service in my opinion for a longtime customer. I have in no way had such experience with your company in the past. Very disappointed!

Our business phone has a loud buzz on it. We called in to Century link yesterday. They scheduled a repair to be done today between 9:45 a.m. and 1:45 p.m. When I came to work, I had a message on my answering machine confirming our appointment between 9:45 a.m. and 4 p.m. I spent the entire day glued to my office and desk waiting for them to show up. Of course, they never showed up. So, I called the small business customer service and they said we were rescheduled for between 12 p.m. and 8 p.m. tomorrow. No one bothered to call or let us know. I sat here all day waiting. Didn't even take a lunch. If they don't show up tomorrow I will be on the line with a supervisor. The sad thing is that this is almost always the case with them. Worst customer service ever.

I cancelled my service to both companies effective april 20, 2018, and received conformation from both with century link quoting a refund of $32.00 plus... At the end of april, I received a refund check of $1.73 and dish tv service ending april 30, 2018... Dish tv billed a month ahead on my march 31, 2018 billing, which was paid... Therefore, I feel as did the century link representative earlier that I should be paid for the period april 20 through april 30, a period of ten days... I've sent numerous emails to both companies without a resolution! It isn't a large amount, but I feel companies should not take advantage of long term customers leaving their systems, because of an out of state move...

Raymond w kojola
6760 old stagecoach rd
Frazeysburg. Ohio 43822

Formerly
2423 sw grace ave
Arcadia, florida 34266

Reference R84286869 A tech installer came out to see why my newly installed modem would not let me install my internet
service. He said the password that was provided with my
instructions was not the same as the password that I had to match that was in the new modem service. He told me it was Century Links mistake and not my inability to install the internet.

I want to see what was in the Tech install's remarks in R84286869
on which authority they billed my account for $60.

I "chatted" with Heidy F on the live chatline 7/6/18 and she said I should get on this web address because Century Link HAD to bill the Tech Install trip.

I want the $60 credited on my account [protected] 048R
Bill date 6/25/18

Cl corporate president and board members,

I have been your customer forever — at least since cl bought out embarq which bought out sprint, which bought out sprint united which bought out united telephone here in beaufort, sc. That's approximately 25 years. You probably haven't noticed, but my services with cl have been continually diminishing because of the poor service. I still have a land line and fax with you, and I have to tell you that my verizon cell service provider seems to give me better clarity and reliability — which is crazy. A land line was supposed to be the best and most reliable connection ever. Well, it's not. Not the way our connectivity is right now.

I've had countless cl repairmen out over the years, and all of them have confirmed to me that the issue is your dilapidated equipment here on distant island where you serve approximately 40-50 homes. I see boxes that are in disrepair, bent, and broken with exposed wires. No wonder, hurricane matthew focused its eye over distant island a few years ago. We lost 513 trees on the island: i'm not talking about 6' diameter trees; i'm talking about 36, "48" oaks and very tall 30-36" southern yellow pine trees. Serious damage. Many of them took out your above-ground junction boxes. Then irma flooded us and your boxes as well with salt water, which covered probably 1/8th of the island. No wonder our service is so poor. The last repairman told me that no pairs remaining in one box, so he had to move our line to another box that had similar issues, but finally found one operational pair. Well, i'm so upset about the money I am spending with you and not getting my money's worth, that I will be soon leaving unless you do something major to fix these issues - and quickly.

These are my constant symptoms, and they occur 2-4 times per week - every week. Can't receive faxes. Noise, static or voices on our [protected] main voice line. Can't make long distance calls. Can't hear or be heard when making calls. Some calls sound like voip with strong echos in the background. Can't hear or be heard when receiving a call. People try to call but the call never rings through. Callers constantly complain about the quality of our phone line connection — mostly when we call them. So we have to go to our cell phones. Too many unsolicited phone calls or people offering scams — sometimes 5 per day.

I want this e-mail to go to the highest level of the corporation so that those in control know that there are many unhappy customers here on distant island in beaufort, sc. Most recently, I stopped my 10meg dsl connection because xfinity comes right through my yard with 20meg at a competitive price to what you offer. No, I won't switch back. Xfinity's reliability is about the same as cl's - very high, but I want the speed, and yes, I pay a little bit more for it. But for three years, I lobbied cl management here in beaufort for 20meg dsl, which we were assured was possible — but never happened. Funds not available, I was told. We had basically 50 households that would have jumped to have that service, but no longer now.

My concern is that if you don't do anything quickly regarding repairing and upgrading your phone connectivity here on distant island, you're going to lose that service as well. And I will be one of the first to leave. Believe me, I am outspoken.

So, get off your duff, fund the effort, and get this mess straightened out. This is my last attempt at a repair.

Respectfully,

Howard l. Bayne iii

My name is William Walden. I and my wife Natalie Anderson have an account with Centurylink under the account number [protected]. We're in the middle of transferring our account from our old place in 6260 Revelstoke Dr to the new place in 3057 Bright Moon, which is in a new construction zone. I was told it would be done last Thursday, told by delayed services that Wednesday that the service terminal was not fully constructed yet, called that Thursday to just ask about the fact that the sales team didn't know what was going on to get transferred to retention services who said they still had a service planned for that day, then called on Friday I called again and was told that they saw the service as cancelled and had me open another account to try to get services and to call back Monday to try to get that order working with our other account information.
I called this Monday, July 2, 2018, and after talking with the gentleman on the customer service line, who let me know that the new account was nowhere to be seen but the older order was still active but just on hold before he moved my call over to held services. The lady at held services (can not remember name), after she received the information on my account, told me that they had already told me that the terminal was not serviced yet and that she doesn't know why I keep calling and that me continuing to call is not going to speed up the service and why I didn't listen to them in the first place as they were engineering and that they know what's actually going on and I should have just listened to them. After about 5-7 minutes of what felt like being interrogated by this lady, I finally raised my voice and told her again that I was just trying to figure out what was going on, to which she said "what else can I help you with?" I told the lady that she had already said enough and she immediately hung the phone up.
I'm definitely no expert, but I'm pretty sure NONE of the departments, whether it be sales or retention or delayed services or held services, sounds like the engineering department. I'm not sure what was going on with the lady from held services, but she has been about the most unprofessional person I have talked to on a phone in a very long time and her attitude that basically said pretty bluntly that I'm being annoying was almost enough for me to cancel services right there and go to Xfinity or someone else who can at least act professional when talking to clients. I seriously was confused at the fact that I had basically gotten 3-4 answers from 3 different people and no one had told me they were from the engineering department or an engineer working for Centurylink and all I was looking for was a little clarity. Before I went again with Centurylink, I had already talked to Xfinity who, when they heard that the place was in a new construction zone, let me know that it would take about 3 business days to determine what was going on with the service as they would have to talk to their engineering department. If Centurylink had simply been able to tell me something like that instead of everyone telling me their own version, I wouldn't even be on here complaining about the abysmal customer service of the person I talked to in held services.
The only thing I ask is what would it take for Centurylink to talk to its different departments to help explain to customers when things like this happen and is there any way that ALL services (including held services) can be held accountable for customer service as well so no one has to deal with someone like I had to with the held services lady? Everyone else I talked with has been extremely professional and at least tried to help me in figuring out what was going on, it's just that few of the people actually had access to the right answer, and the one who had the right answer acted like a complete jerk on the phone.

My address is 1108 College st 27565. name is markuson.
Over a month ago a neighbor connected at my drop. Since then my service was horrible. During the month of my spotty service, I was not able to connect with several accounts including my voip phone company. As a result I lost my phone and the speciat $3.00 monthly rate.There are several other problems that cost me money, totally over a $100.00 This does not include the $45 dollars Centurylink charged for basically no internet service.
I cannot return your modem because one of my many problems is that I cannot get mt printer working without pay for an expensive service call.

If you would have your company send me a return shipping lable, I willappreciate it

As you can surmise. I have switched ISP's

In over two decades of Internet experience, this is the peak of my living in Internet hell.

I have no fault with your service people. They did what they could with a Centurylink technical nightmare.

I recently rented a corporate apt.in highlands ranch co.
I chose it for location and amenities as a work from home space.
I was told by my new lease holder that they have a contract with century link and internet service was easy and quick. I purchased service friday 6-15 acct. #7203449546 payment confirmation # 14268456076
I had 2 different local technicians call me and assure me a technician visit was not required to start my service and cancel my scheduled appointments even though i've paid for the service call. I had a century link fiber phone technician (frank at 800-247-7285) assure me I do need an on-site technician to get my service started. I was re-directed to 2 different phone technicians to schedule an on site visit for the 3rd time. This service call is scheduled as all day saturday. I may or may not be available. All of your phone service technicians were pleasant and professional but none had the authority to assist me. This will most likely be the end of my relationship with your company. Relationship with your company.

You are terrible to loyal, long time customers. You have done away with all the discounts and I am paying entirely too much for land line and internet.

You have forced an 88 year old to shop around to try to fine a better price than $79.90 a month.

I don't think you care a all that I have been with you since 2010 - eight years.

Are you trying to get rid of your loyal customers. it appears that you are.

Betty Grant

My centurylink account number is [protected]. Built a new house on our property. Wanted our phone & internet moved 150 yards from our old house to new house on same property. Tech came out a week later said he could do it and we would have better internet. 2 weeks later they came out and buried the line. The man said we had dial tone and internet. Son hooked up router/modem, but nothing. After a total of approximately 10hours on the phone with centurylink and them sending out a tech at least 3 times that never came to our house and only made the situation worse by somehow forwarding our calls to our neighbors number. Then neighbor would call and they would fix his and left us again with nothing. This went back and forth like this every time a tech came out. I am a 81 year old woman that has no phone to even call 911 or my son if needed. My son was a phone man for 17 years. He understands that even though we were told there was enough pairs to accommodate ours, apparently there isn't. So I will go back to why on earth can't they just bring our service from our old house 150 yards away where we know there is enough pairs to our new house. My son gets some of his work calls through my phone and now he's losing business too. I called last week and they said they would be out today june 25th to look to make sure they could bring it the 150 yards, but of course they didn't show. Son called them yet again, and another hour on the phone. He has escalated as high as they will let him. They said a supervisor would be out in the morning. I will not hold my breath. Something has to be done about company's like this. We are now into this whole mess 1 1/2 months. Century link do your job and get my service restored now.

Person filing the complaint: sandra burks. Address 1647 powder mill rd. Ivanhoe va.
Phone number - [protected].
Complaint: for the past year my phone has been out of service 10 times. Each time century link was notified of the situation. Each time the approximate time that it was"fixed" was a week or more. The problem is popping and cracking and no dial tone and the fact that you can hear the tv in the background. If someone tries to call its goes straight to voicemail. When they come to fix it it may be ok for a month maybe 5 weeks then the same thing happens. I am an elderly woman who lives in a rural area where cell phone service is not good.I am not well. I need my phone fixed. No one should have to go through this. It has been 2 weeks this time since my phone went out. I have been told it will not get "fixed" until july 5th! really? i was also told to get my doctor to get me a med alert in the event of an emergency! what? don't you have to have a working phone for that to be hooked up on that? i shouldn't have to do anything. I need my phone fixed and i will continue to complain until someone listens to my cries for help getting my phone fixed. Pull up my work orders and see how many times my phone has been out. Too many!

We LOST telephone land line service on June 12, 2018 and it was repaired on June 22, 2018 at 3:00p.m. Central Time.

Yes, that is 11 and 1/2 days of NO SERVICE, NO 911 SERVICE as well!

I placed many, many calls to Century over this time only to be told from a recorded message that there was a cable break and we-are-working -on -it! We will update this message every 15 minutes!

I was told by a representative named JOHN # AB 61582 that service would be restored at 10:00p.m. on Friday, June 15, 2018. Well, that never happened.

I was told we must have a phone that is off-the-hook as well.

I had an appointment for repair call on Wednesday, June 20, 2018 for between the hours of 08:30a.m. to 12:30p.m. BUT NO ONE SHOWED UP!

Our service came back on after an automated call telling us so on Friday, June 22 at 3:00p.m.!

I am not happy with this nor should Century Link Corporate. I am glad we did not need 911 also during this time.

What do I want from Century? I want a simple credit for this time of no connection and No response...You decide what you would be happy with in this situation.

Thank you, Harold O. Johnson/ 4557 Bloomberg Lane, Inver Grove Heights, MN 55076/ 651.455.9568

Non-reliable. 2nd time i called for a technician to come out and never came out. They don't even call if they are not coming out. No courtesy call or anything. I have to keep on them, more like babysit them, called them because our internet went completely down and they tell me yes there is going to be down time while the tech is out and should be here between 11:30-3:00 well it's now 3:00, calling them again...Been on the phone now with a michelle for over an hour. Now they are saying that dispatch has me down for a different date and my other service call # is pending... What is that? when they give me the order #'s for both and a date when they are coming but one is still pending...Doesn't make sense. We have a business and now we are loosing business over century link. This is ridiculous. I think they have too many people in the office and not enough technicians.

Almost 3 hours through 4 phone calls on with your company just to have a new DSL line installed. Two weeks this has been going on and to date I still do not have the line necessary fr our business! I want to talk to someone higher up in the co than the worthless people that answer your calls. My direct line is [protected]. My name is Tracy and I will be in on Monday late morning.

While waiting for my two year contract to be finished, I moved to an area with free Internet. Yeah Google! I had to change my address for billing purposes which I later found out restarted my two year contract. When I called they said they put a note on my account and that I could call on my original two years was up and they would be no cancellation charge. I think they told me this is just so I'd stop bothering them. I called when my original contract was up and canceled. I confirmed there would be no charge. I week later I got an email with a $170 cancellation bill. I called again and surprise there are no notes and nothing they could do. When I changed my address my two year contract started over . I didn't sign anything agreeing to this I'm not sure how they get away with this. I was a customer for over eight years. When I moved again I would've signed up with them but not now.

2 weeks and counting with no phone service. Cell service in our area is spotty at best. So heaven forbid someone have an emergency and not be in the exact area holding their cell phone and mouth just right for a call to go thru.
Everytime we call in it's like no one has a log of all the complaints of no service. Whole neighborhood is out and has been for half a month but when husband demanded a technician come out he was told he needed to be home in case the problem was ‘in our home'... really? Our one house caused an outtage for the entire freaking neighborhood of which we are smack in the middle? Nice try. Husband said he didn't have time to go wait all day for a technician to realize the ENTIRE Neighborhood is out and has been for 2 weeks. There's a problem with our lines but more so there is a problem with this company's communication with clients and obviously with each other.

In 2011, I signed up my dad (100 miles away) with centurylink. Cancelled in 2014, he died in 2015. Bills sent to me. This week I received a past-due notice for $224. I called them, rerouted to maybe 5 people, nobody wanted to listen. It took about an hour and a half.
Next day, I tried again. Billing people tell me that I signed up dec. 2017 and cancelled in march 2018. No. Absolutely not — and wouldn't I have received statements? (they say I did). Such liars! Fraud people tell me that it is from my dad's service in 2011 that I didn't cancel (I cancelled by phone and by letter — they said they don't accept letters)... But still, would it total $224 after 5 to 7 years? I know that I cancelled my dad's, as his money was in a trust and I was executor — required to prove everything. But why two different stories? What is going on?

Hello. I just spent 30 minutes on hold and being transferred all over the place. The end result my last transfer hung up on me. My internet is slow and all I want is modem moved. I pay almost $130 a month for terrible service. Every time I have ever called it is absolutely a nightmare. It is so frustrating to have to deal with this company for such an important service. I work from home and need internet to be faster. Can't even talk to anyone.