CenturyLink
Reviews and Complaints

We continually experience problems with our land line. For a long time, almost every time it rained, our phone would have extremely loud roaring on the lines. Finally, after many, many complaints that has, for the most part, been resolved. Now, the phone just cuts off in the middle of a conversation and you're talking to dead air. You hang up, the phone rings, but there is nothing...no dial tone, no nothing. And when you call for service, it takes them days, if not weeks, to get out here. And the live chat is just as bad. The only way to get them out in a reasonable amount of time is the threaten to call the AL Public Service Commission. Our phone has been out twice this month and on this last complaint, they said it would take over a week to get out here. We are senior citizens who need our phone and in the past few months, our phone has been out six to seven times. Just a continual hassle! The problem has always been on their end! We are not located far out in the country but we are limited to the companies that provide land line service. We are paying for service that we are not getting but they never adjust our monthly bill. When you call customer service, you have to absolutely scream into the phone for their automatic system to understand what you are saying. Many times you have to hang up and start all over again because it is so frustrating. When you finally get a live person, it is often someone who cannot speak or understand English and you have to deal with that. I absolutely hate to deal with this company by phone or by live chat.

As the President of the Las Villas HOA, I am disturbed by the work your crew did recently along our property and the damage they caused. Your crew has been working along McDonald Drive for over a week installing some new lines. Our HOA has spent $70, 000 on plants, irrigation and brand new lighting (just 3 weeks ago). As a result of the negligence of the crew, there is now significant damage to our irrigation system. We will need to get it repaired quickly in order to save the our plants. My complaint is twofold:
1). the crew was completely unresponsive and careless in paying attention to our investment, despite being asked to be careful. They just covered up the problem they caused and left. The attached photo is a picture of a damaged riser that we discovered and uncovered so that it can be repaired. As you can see, the attached tubes are now all missing, meaning our plants are not getting irrigation. They broke it and simply covered it up. We had no notice of the work being done, or any contact info to work with them in the case of a problem, nor any notice that they are finished. Aside from this notice, I am considering filing a complaint with the City of Scottsdale as well.
2). Once we determine the extent of the damage and have it repaired, I want to file a claim for reimbursement for your negligence.

Had internet outage June 15th called customer service said the earliest a tech could maybe fix it was June 24th. The is absoulutley unacceptable. They offered to ajust my bill a little bit.
I am an insurance agent who works from home; the agreement was I would have 24/ 7 internet. Have called several times and was told techs dont work weekends and were backed up, also that no matter how high I went up that no one could make it happen sooner. I have never seen such poor service.
Richard and Marie Smith [protected]
account number [protected].

Level 3 allows people to download multiple phone numbers they use to harrass and threaten people over and over again. When you block one number, they create another, and another, and another. Police reports have been filed, but they claim they cannot pinpoint who the people are making the calls. I have not reported to the state Attorney Generals Office. Something has to be done about this company allowing this type of thing to happen.

I called off work today because of scheduled appointment to have my wifi tech to come out and see why most of the time it is not working . My appointment was setup fill or 8am - 12pm noone showed up nor did anyone call me, I did online chat and was told he was on his way 1230 pm and still noone I called centurylink around 1pm and was told someone would be there i told them i had to leave for awhile and would be back before 4pm they said the tech would call me back within 15 minutes again no call was made to me so 4pm I called again was finally told that my tech was sick and left work in early morning to go home. this made me really upset because i was lied to all day being told he was on his was then told he would be there today I asked to speak with supervisor and she was no help told me I would need to reschedule i had to explain I could not call off work to get this internet matter fixed. I also told her it is so wrong how customers are treated noone cares i lost a days pay waited around my house day and was lied to from your employees. I also asked her what would happen if i was late paying my bill she wouldnt answer so I answered it for her I told her my wifi would be shut off which is exactly what would happen. right now my wifi is working but tomorrow who knows it is so in and out. when i transferred the service into my name why did i not get new equipment? I feel I should of got a new box so if someone comes to work on my service I can not be here so why cant they check it outside and if that isnt the problem then leave me a new wifi box i can be reached at [protected]@yahoo.com thank you

I had internet and telephone services through CenturyLink. Account number [protected]. I cancelled all of those services by calling a CenturyLink agent on May 17, 2019. The agent told me the earliest she could cancel my internet service would be on May 21st. She also told me that I would still be able to access my e-mail, but would not be able to respond to e-mails via CenturyLink. On May 22nd, I tried to access my e-mail, could not, and was told via chat that because my service was terminated I would not be able to access my old e-mail. I was told that if I had arranged that before the termination, I would have been able to - which is what I had asked the agent for when I was cancelling.

Next I received a bill from CenturyLink showing charges for Internet and Home phone and wireless services from May 19 - June 18th (services I had cancelled on May 17). I called CenturyLink and spoke with an agent named Matt. He told me he could see that my services were terminated and told me that autopay (they deducted the money from my checking account automatically each month without any further action on my part) was automatically terminated as well. I was thoroughly irritated when I checked my bank account on line on 6/8 to find CenturyLink had deducted $180.85 from my checking account to pay for services I had not and would not be receiving.

I had a chat with Alba on 6/8 who told me CenturyLink would issue a refund check to me within 30 days. I have no trust that this will actually happen because of the inaccurate information I had previously received from their agents. Supposedly I will owe something for the 2 - 3 days of internet service that I received due to CenturyLink's inability to cancel those services sooner.

As resolution, I want a full refund of the $180.85 and waiver of any charges for 5/19 - 5/21 internet services.

Unfortunately, I did not copy any chat correspondence.

I called CenturyLink today to cancel my internet service and to have my business phone converted to residential. My account number is [protected]. I was told that I will be charged a $200. early termination fee. I have never signed a contract, nor was I ever aware that one existed. When I asked for a copy they told me the contract was verbal. I asked for a voice recording of that verbal contract. That does not exist either. I was also told that I could not convert to a residential service until some time between August 10th and September 9th. I can understand the reasoning for that, but I do not agree to the $200. termination fee. I would like that fee reversed since I am keeping the phone service. I had no choice but to cancel the internet service due to the fact that it is a totally substandard service.

Last week my internet was out 4 different days. When i called they said it was not on their end but after she looked into it she said it was down. She did not even offer to compensate for 4 days it had been out. I had to insist. I told her I pay for service and their service is crap. She gave me credit then but days later the service is down again. Its always down. If there were more choices i would never use them. Ever. Stay away from this company if you have other choices.

We bought a new modem because we were told we had to upgrade for increasing our internet speed. They kept trying to bill us for the ancient worthless modem although we were never told to return it nor provided a box. I kept checking our internet speed and it didn't increase. When my wife called and told them our speed had never increased months after the switch she was told that speed was not available in our area?!? During the call she was subjected to high pressure sales to buy another service and kept having to say no, no, no. Finally it is sort of resolved I think although she isn't sure if we've been overcharged for anything. Looking into other services. Anyone want to buy a new modem?

I live on a parcel of land where there's 3 separate dwellings with 3 separate addresses separate power meters separate gas meters, etc. the person that used to live in this cottage ran their own telephone line from here to the main house, to utilize internet. I have repeatedly asked century link to run one of their lines from the main house to mine, since they are charging me for a service and they refuse how do you charge me for a service when you don't provide the line and refused to run 1.. They also share my information with the other 2 residents who have nothing to do with my service that's illegal. They have no permission and nothing to do with my services or my bills please how I've contacted the FCC it'll be a lawyer next I can't get ahold of century link they refuse to listen

I signed up for fiber internet. I received the modem on 3/26/2019. I cancelled the service when I found out it was DSL not fiber. I was sold a fiber connection, century link does not have fiber in my area. I cancelled the install, I returned the modem on 29 March 2019. I cancelled the serve over the phone and was provided a link to return the modem. I have never had century link service and I never used the service, I returned all equipment. Please do not bill me for something I never had, nor used

Jon asdourian
[protected]

I have two lines/modems. I called to cancel one modem. Customer Rep verified info for both modems and canceled the appropriate modem - took 40 mins. Cust Rep sent me to tech support to verify the modem number for return. Tech Rep told me that Cust Rep canceled BOTH lines not one line. Tech Rep told me that I shouldn't have called to cancel a modem, I should have just put the modem I no longer wanted in a box and mailed it back. He assured me that he was not blaming me for their mistake, he was just informing me. Tech Rep escalated my call to higher-level Rep. That Rep verified that both modems (my entire CenturyLink account) were canceled and told me that my canceled acct could not be reactivated and I would need a brand new acct. He started to ask for my information to create a new acct... when after 1.25 hrs on the phone, I was disconnected. I called back and got another Cust Rep. I told him that I needed to create a brand new acct. He looked up my "so called canceled" account and said that everything was fine - "Your acct is fine. You have one canceled modem and one active modem. There is no issue." At this point, I don't know who to believe. I guess I just have to wait and see if I have service 24 hrs from now. What I thought would be a simple five-minute call took almost 1.5 hrs, so far... I'm stressed out and exhausted.

After a year of promises and their best offering of 5mbps, that didn't break 2 mbps internet svc in january I ordered an upgrade offered to me by c.l rep for 80 mbps internet service. When tech came to install it, he informed us that they needed to update the wires from the neighborhood network interface through the alley and a neighbor's yard to the pole behind my house, and ultimately upgrade the drop to my house from the pole to allow us to get the 80 mbps internet speed. It was no problem and they would get it done because the equipment at the interface was all replaced however the lines from it to the poles is old and degraded and they need replaced to utilize full benefit of the new upgrades. Shortly after, rep came back in and said that they had a couple of yards they needed to access to run the updated wiring but one owner was not home and without consent they couldn't enter his yard. He said what he could do was upgrade the service immediately to allow us 40 mbps speed. Furthermore, he would get with the correct dept and coordinate these upgrades of their wiring in the neighborhood affecting my requested service upgrade, customer service would then reach out me to schedule completion of my order for 80 mbps. He also stated "don't worry there will not be another charge for technicians since it was a planned upgrade and the issues are beyond my property lines and we're c. L property anyway. Almost 2 mos. Later with no new status update, I decided to reach out myself and see when I could expect service order completion. After an exhaustive 1 hour and 56 min.in a chat with multiple depts. Some more than once transferred to the same depts@ over and over, then trying to understand the issue which they didn't. I decided phone. Again, transferred multiple times and ultimately reaching a rep. Named sam who after explaining the situation said it would be another $99 install charge to complete the order, to which I declined and asked for a supervisor. Each of these transfers ranged from 15-45 min so I quickly investing hours in this process that should've been handled by the tech and customer service the day of install. I was given to supervisor keller employee id #fosl085 explained situat ion for the 5th or 6th time, was told that the only way to do this was pay the $99 charge as their techs don't work for free. I explained the work needed was to their network equipment, not my homes and that tech is the one who told us this was the how he would get our order filled. She again repeated that their techs didn't work for free and we were displaying credit seeking behavior and she informed us of the only resolution available so if I didn't want to pay it wasn't going to happen. She then asked what I did for work to which I replied it was irrelevant and she said it was because woukd I work for free? My response pointed out that the upgrades were to their network to provide the full upgrade offered by them. Their wiring was old in my neighborhood, not mine, they offered the upgrade, I didn't seek it out, and these according to the tech were planned and necessary for the full potential of what they've already done to be realized. And how was in seeking credit when all I was asking for was what I ordered 2 mos earlier? I then grew agitated as she continued accusing me of displaying credit seeking tendencies and said to call or file complaints she didn't care and our conversation was over. I asked her for her supervisor and she stated she could put someone on the phone but wouldnt be her supervisor I agreed that I was done speaking to her and she needed to take c. S manager training because she was less than competent and irrational trying to charge a customer for network upgrades to their equipment, I was already paying for it in monthly fees for the service level ordered.

Stay away from CenturyLink! Dont switch! Dont believe what they say. The internet is very slow, down time a lot, you will have no internet for days. I have no internet for 2 weeks, I called every day, made appointment 4 times, no one show up to fix. When I cancelled the service, I still dont have the internet up, they charge for disconnection fee, cheating fee, rip off fee, robbing fee, liar fee and I end up with the big bill, even though my bill paid up to date.
We are all victims . I surprise that they still exist in the US

We are having an ongoing problem with our CenturyLink service in Pueblo. In October of 2017, our Internet and telephone line went dead because CenturyLink mistakenly re-routed our line to a completely unrelated building in a different part of town. We did not have service for over a year.

Month after month, we called CenturyLink to get the situation resolved. Eventually they restored service this past month (after being down for over a year). They verbally promised to credit us for the months that the service was down, but every month we keep receiving a bill that continues to accrue, with no credits being issued. Alas, we have been "Played" by CenturyLink.

Our CenturyLink bill has now accrued to a significant amount, but even after speaking with the escalations department at CenturyLink, they refuse to do anything for us. CenturyLink's customer service representatives are extremely rude, abrupt, and condescending. We should not have to pay for CenturyLink's mistake, and we should not have to pay for service that we did not receive. We simply seek a fair resolution to this situation where CenturyLink gives us a credit for the months that we were down. Apparently this is too much to ask from a telephone company that is run by a bunch of low-life scam artists. CenturyLink's approach to customer service has reached a new Low.

I had a bundled internet service and tv service with Century Link. I called to move my service effective 6/1/18. They initiated service at my new address, how ever it was only TV as they did not provide internet at my new address.
However they failed to disconnect my service at the address I vacated.
I kept getting crazy bills, but work was hectic to I paid them. Finally I realized how much I was paying for tv service I called them. After hours upon hour on the phone they saw the problem, admitted they failed to disconnect my former service. I was informed I had to pay the entire amount due and call them back in a couple of days. I called them back in a couple of weeks. They said there was no record of my canceling my service at my former address (really, I would call to set it up at my new address and forget to turn it off at the old address?). They sent me a check for $31.00 I figured I was owed closer to $1, 00.00
Then I get an email about my delinquent account with AT&T for direct TV. Somehow they transferred my account to them.
If there activity is not illegal it should be.

After 2 months of getting the original quoted price to where it should be I was paying $138.88 a month. Now I have been paying $161.09 for the last 4 months or after the first 12 months of my 2 year price guarantee contract. I called a few times and was told it is because of a customer package we can't use anymore. I said what happened to the guarantee and was told they can't do anything and they won't let me out of my contract unless I pay the penalties
I filed with the BBB and they offered me $80. I said no, I want my price guarantee. I will be paying over $240 extra this year, $80 doesn't cut it

Supposedly ordered at Ease internet protection at the time my service was converted to fiber optics on Nov of 2017. I called to see what this charge was and they service rep Alonzo statedi had ordered it. I wanted to receive documents that stated I had ordered it and he said he could not provide this since it was over 3 months since I had the service starched. I asked to speak to his manager and the manager David stated I received a confirmation letter in Oct 2017? I asked for him to mail me a copy of this letter and he said he cannot. I asked why it wasn't archived and he said they don't archive or recreate letters? I purely was explaining I wanted basic internet with frills and I believe at the time the change too place I was upgraded unknowingly. I will take my complaint to the better business bureau and consumer advocacy groups. I cannot believe I'm the only customer looking for confirmation of an order I had supposedly placed. I would like the order confirmation and refund.

S. Means
[protected]

New Account number [protected]
Old number is on the old bill.
Service changed 11/2017

I called the customer service number 800-244-1111 to ask a simple question about my service. I was on the phone 45 minute and talked to 3 people and was then hung up on. No-one knew the answer to my question and one representative told me there were no services connected to my account.That's nuts! I am using the services and I am getting billed for them each month. Centurylink customer service is horrible. Representatives are rude, uniformed and inaccurate compared to other companies with similar services Centurylink is the only provider in my area. This would not happen with free enterprise. So much for regulation!

It took me 4 months just to get I'm internet connected. they kept messing up the installation! I then had to make reversal phone calls because there were billing problems!

This company is terribly incompetent! How are they allowed to stay in business? Everywhere I look they have terrible reviews!

I started seeing issues with my gigabit service that I pay approximately $97 a month about 6 months ago around August. Every night between 10pm and 11pm my service would go down as well as 1 or 2 other times during the day(security cameras would inform me). I've been trying to resolve the issue since mid November. The first person, Pam 11/15/18, sent me the wrong modem to try to fix the issue. The second person, Mitchell 11/21/18, sent the same wrong modem. Third was Teresa 12/6/18, sent me the right modem. I got it switched out but it didn't fix the issue. I asked for a month of free service for my inconvenience and she offered 2 weeks. I got a bill in the mail for $40 more than is my usual bill. I called and talked to Jo 12/17/18, forth person and they charged me for shipping of the wrong modems and didn't have any 2 week discount. I was told I should see it in a month or 2. I called again since the new modem didn't fix the issue. Fifth person, Rachel 12/26/18, reset the line. still not fixed. Sixth call to Ken 12/27/18, he tried to get into the modem from where he was but he said it was too slow...this is where I'm starting to get irritated and feel as if there are taking my money without providing the service. I have a service tech coming tomorrow to try to fix the issue. I'm not really holding my breath since time and time again they have dropped the ball in fixing the service I pay for. I'm trying to stay reasonable but I do feel at this point to warn potential consumers to stay away from Centurylink as they apparently can not provide the service the claim to provide. I'll update this review if I can get the service I reasonably pay for.