CenturyLink
Reviews and Complaints

This is really getting out of hand with the service of how your people talk to customers over the phone. The tech came to our home on yesterday and told us why our internet isn't working properly is because we are using one of your 5th generation routers. My wife ask him for a new one and he said we had to put a work order in. My wife called today to put one in and the customer service representative told her she was not putting in a new work order cause it should have been fixed on yesterday. We pay for 2 lines of internet service with you and this is unacceptable. And nothing is ever done. We live in a small town were you are the only internet providers. If you wouldn't we would have been switched providers. We have 5 teenage kids who depend on your service and we pay on time and never late. Our money is good enough for you but when we have problems it always seems to be some kind of [censored] to get our service fixed. This has gotten to be very frustrating and like I say unacceptable. I want to speak to someone in upper management about this because something really needs to be done. Thank you!

The program I pay extra for works fine during normal business hours...but,
who is the genius in tech, or vendor that did the program, and decided it should
ONLY run after 8am and into evening ...WHY NOT 24/7 !
Hey I'm getting spam /solicitation calls at 7am...spammers aren't normal business !

of course my calls to the company do zero good, can't get anyone on the phone that knows anything, and corporate won't respond

Century Link sucks...and they wonder why people cancel their land lines

Order# N83004377
Account# [protected]
Today a young lady set up account. I Was transferred to discount Department for a $10 discount for being a AT&T customer. After a few minutes the lady from discount department answered phone with a voice I could not hear once I asked her her name she hung up. I called back waiting 15 minutes to speak with Alfonso to find out I had to be transferred again I then spoke with Craig this took five more minutes to get a hold of him as I asked for a manager they would not do so .

I called in and spoke with someone about getting my internet turned back on and they told me to pay the total amount of 218 and they would have my service turned back on within 24 hours. So here it is 4 days later and it wasn't back on. So i called in and spoke with Mike (ab82865) n he told me that my account has been closed in I told him that isn't what the representative had told me. So he had a nasty attitude and said it's nothing we can do from u. He said"Either you pay another 100 dollar deposit or thanks for clearing your bill and laughed" so I asked him could I speak to a supervisor and Mike said " he just going to tell you the same thing and all the supervisors are to busy. He was very very disrespectful and very unprofessional when it comes to dealing with people. Then I kept asking for a supervisor which he eventually gets on the phone after having me on hold. Which was Micheal Smith(ab4305) and he was also unprofessional. Instead of trying to come up with a solution he just said pay another 100 dollars or it's nothing he could do.. And that isn't the way to keep customers and customers are what makes century Link...

Your customer service sucks. I have had you guys for more than 5 years. Tuesday my dsl light turned red. Called cs. was told a technician would arrive between 9:am -1:000 pm Thursday. ok so far. Then I get a text that technician would arrive between 1:00 pm 5:00 pm Friday. ok will take that. Then when I called on Friday at 5:00 pm wondering where the technician was, was told that he had come and even tried to call me. Checked my doorbell and my phone, which had been with me all day. Bell worked fine. no calls from century link. had my mom sitting on the couch till I got home at 2:00 pm then I took over so no way would we have missed the tech. Spoke to a manager Chris who informed me that don't know why the service desk had told me that someone had come by as no one had picked up the ticket as yet. I was told that a manager would call me back. No calls. Called again on Saturday. Transferred to some team lead in Nebraska. Was told no managers available had to wait 48 hours. Was also told this time that a tech had come by twice on Friday. Really? Had called me too. When I asked what number was dialed, she did not know. Offered me 25 dollars discount. REALLY? next schedule date is Tuesday. Who is telling the truth here? Still no internet service. Making me look like a fool? Expecting me to be so very happy with a 25 dollar discount for a 89 dollar plus service? Are you guys for real? you trying to make me lose my job or something? The lady in Nebraska even told me that she couldn't change to an earlier date and that every truck had a gps system. Well then did she really think that I did not want help with my internet? That I would not make sure that someone was waiting for the tech to come by, especially when my job counted on it?

I ordered internet services and installation on May 11. I was told that a technician would be at my home on May 18 between 12 & 4. I took off of work and sat home waiting. At 4:30 I decided to call and see if someone was coming. I was told that my account was put on hold because the internet speed they told me I would receive was not available in my area. So you have been knowing for a week that it wasn't available and couldn't call? REALLY! After being put on hold for 20 minutes then being transferred to a different department I was told the service date was for June 18. I informed the guy I was talking to that according to the email that Centurylink sent me it was May 18. Again REALLY! You mess up and want to lie. He next tells me that he could get me scheduled for May 23 from 8 to 5. For the 3rd time REALLY! You want me to take off of work again in the hopes your technician might come? I tell him just to cancel my service because I deserve much better customer service then what I'm getting. He then tells me I have to return the modem within 30 days or I'm going to be billed for it. The 4th and final REALLY! I don't have the modem because your guy didn't show up. The final insult is I have to wait 3 to 5 business days for a refund. Apparently Centurylink does feel that their customer's time is of any value.

Centurylink charges $7 per month extra for unlisted and unpublished phone numbers. I had to change my number three times because information (411) kept giving the number out when requested and showed up on google searches. I made an FCC complaint and because Centurylink said they adjusted my account, nothing was done. I had to cancel my service completely.
People are paying extra for a service that Centurylink is NOT providing and privacy is compromised.
Please investigate into this matter.

I am so displeased with Century Link, This is by far the worse buissness I have ever dealt with in my life... I have had Century Link since June 2014 for my internet and it has been nothing but annoying the bills are always higher and higher which is frustrating. Now recently in March I added a phone line and missed 3 days of work in the month of March because the 800 - customer service does not know how to do their job and didn't fully schedule technechians to come and set up my phone line. The third time my mother in law had to sit at my house for 4 hours and no one showed up I called so upset and let that lady know someone needs to come to my house now, this is ridiculous! Someone did by the name of Josh who is from Longmont CO. And was bad mouthing century link left and right which I agreed, but on your part that looks entirely bad for even your own team to speak bad about you. Come to find out Josh did not take care of anything the phone line was never even turned on we wnet back and forth to big lots and wal mart and Target to return phones 4 times because we thought it was the phone we were buying that was not working.. I then reached out to Paul who works for century Link, he finally fixed the issue and noted what had happened with people at century Link not doing their job! I received a bill in the mail stating our services would be 95.00 and my card was charged 280.00! I called on May 7.2018 and wasted 2 hours being transferred around because no one wanted to research and help me...Finally I found a Rick Larson who was so far good, even though I have yet to have a credit on my account.. He wrote thuro notes and stated Century Link charged me 150.00 for a new internet box! Rick apologized for my issues with Century Link all around This day on May 7.2018 I was also hung up on twice by 2 reps. I'm just really displeased and would like compensation for all of this as of August I will find a new service to go through. Being that I am a native and a office Manager to a well known dental office I speak to a lot of people in my community, and everyone I speak to about Century link they can not stand your service all around as well some of us do not have a choice to go elsewhere, someone I spoke to who is a dentist in town said to write this review and go to the better buisness bureau. My issue stems farther then just this complaint, I hope to see my money soon that you took from me because of your staff not knowing how to do their job and not caring about your customers! Jennifer Waller

I called the Arizona Call Center and spoke with a representative named Francisco. I asked if there were any packages available for students because I knew Spectrum does offer them. He said "Well, it seems like you're looking for a handout and maybe you should just go with Spectrum." Honestly, I was HIGHLY offended! Francisco never offered me one package! He never even asked for my address or even my name. He pushed me right out the door to the competition. Francisco's customer service skills were the poorest I've experienced ever. I actually considered CenturyLink a reliable company until today's call. Please, remove Francisco from the call center and properly train him on how to WIN a customer not send them to the competitor.

I signed up for internet on the 9th was told it would be here by the 17th did not get it till the 23 set it up had no internet called to get it they "turned it on" next day still no internet and they had also billed me again even though i had gotten nothing had to call them again to once again tell them my internet was still not set up and that i needed the overcharge sent back to me they did give me the overcharge back but then wanted to charge me $70 to get my account changed from prepay to postpay and then another $60 to come and fix my internet even though there is no way for me myself to fix it

On April 24th, 2018 after speaking with 5 different people, providing my phone #, [protected] and trying to speak with someone about the simple fact that CenturyLink can't send a copy of a paid bill via e-mail, I am without words! Your policy that I must get a My CenturyLink account in place so I can print my copy of a bill or it could be mailed for a $4.00 charge leaves me speechless. I explained that at 65 years old, the state of Georgia requires that I must renew my Drivers License in person. One of the requirements is that I must bring a copy of a utility bill proving my resident status. I owned a business that provided Technical services to Airports, Hospitals, Hotels and Municipal Governments so I know that this was not a difficult request to fulfill. The inability to even speak to someone that could affect some change and/or provide some semblance of Customer Service is appalling. One "Customer Service Rep" actually tried to sell me DirectTV after telling me that there was nothing she could do to help me!

I first joined CenturyLink with this bundle in 2016, amazing I'm writing a complaint in 2018! I disconnected services prior to the end date, paid the fees and returned equipment promptly. A year goes by and I'm notified by a credit collections agency notifying me of my delinquent account. Concerned about perhaps forgotten something I jumped into action eager to resolve any outstanding issues. it was a hassle but I was able to get it figured out and all accounts were in good standing. August 2018, I recieve another bill from Direct TV stating I had a balance still. I called and the lady after not being able to read multiple comments made on my account came to the understanding that I had an outstanding balance of $12, yes $12. So, completely aggravated I paid the amount to never worry about this again. April 2018, I recieve a letter in the mail stating my account is delinquent of $320.46. For the last 3 hours I have been transferred over a dozen times and hung up on twice. This has got to be the worst customer service I have ever experienced through any company, period! 2 and a half hours into my terrible experience the one understandable and kind CenturyLink worker informed me it was because Direct TV is claiming I have an outstanding balance and she would give me both account numbers now to ensure the correct information for the now transfer to direct TV. 5 minutes into that transfer the lady explains it's the old direct TV and they do not have access to these accounts dating a year back and further. So, you guessed it she gave me a new number to be transferred to. 30 minutes into talking to a sincere gentleman he transferred me to "billing" to have them send an email to CenturyLink explaining the account balance was 0 and in good standing. while restating my entire issues to the billing department she then tells me she cannot contact CenturyLink nor can she do any other thing than simply send me my final bill in 3 to 5 business days. My direct TV account is [protected] and CenturyLink is 515H891000. I am completely dissatisfied and upset at the terrible customer service your company has and is currently providing me with. I'd appreciate if someone can reach out to me and resolve this situation as to it seems far out of my control.

Evening.
My account number is [protected]

On March 30th, 2018 I called inquiring about how to switch services to a new location as I plan on moving on Thursday April 19th, 2018. I spoke with a Jasma who got everything set up. To my understanding, my internet services would continue at my current location and then switch to my new location on April 19th.

I noticed 2 days ago that my internet wasn't working. I just thought it was a hiccup and didn't worry about it too much. Today I had time to call and that is when I was told that my move order had been completed. That my services had been moved to my new address.

I explained that the change was not to happen until April 19th.

To make a long story short, I was on the phone for an hour and 15min. Talked to 6 possibly 7 different people who didn't know how to restore my internet service. I admit. I did and am still very frustrated with this. As my internet is still not restored.

The last person I spoke to during my hour and 15min decided to disconnect me because I was too frustrated.

When I called back and spoke to an Issac he informed me that requesting a "work order for a move" has to happen 2 days before the move actually happens. Why I wasn't told this on 3/30/18?, I don't know.

I have never had an issue with CenturyLink like this before. A frustration to the point of tears. All I was asking and was requesting was to have my services restored at my current location and services transferred to new location on April 19th.

I apologize for yelling and being frustrated with your employees, but a customer shouldn't have to go through this much hassle due to an error on CenturyLink's part.

Thanks.

We have had nothing but one mistake after another made by Century Link since January. It all started when we purchased new phones and the company we purchased them from placed an order with Century Link to upgrade us to 20MB internet. Well, 4 orders later we still don't have 20MB internet. We are on our 5th order now when a tech is coming out to our office on Friday. We have spent hours with no internet or phones, changing IP addresses which causes havoc with our payroll system, unnesscary IT expenses and the list could go on and on. We are getting 2 bills every month because nobody can seem to understand that we are not a new customer but just want our [protected] account to have 3 internet phone lines and 20MB internet.in addition we are also getting billed for a 12MB line on account #[protected]! Now another account has been created for our order #N81298012-[protected]! Beyond frustrated! It should be common sense but not one person at Century Link has been able to stop this madness. Now because of all our trouble we are supposed to be offered a discount - really - what about the months of over payment? On top of all this our service was going to be shut off because the double payment I had sent got lost somehow. So that double payment was paid double again. Seriously this is the worst customer service. We are a very busy business and we can not afford to have such poor service from our communication services.

Deb Ulm
Steinbrecher Painting Company
1408 7th Street North
PO Box 159
Princeton, MN 55371
[protected]@steinbrecherpainting.com
[protected]

Called to lower price. CSR suggested Internet & Home Phone Essentials. Higher DSL speed. Need new modem. Found 1 for me on Amazon. Bought it. Called to start service. Modem not compatible! Called again. CSR said buy from us. Will overnight it. That was Thursday. Now Saturday and still no internet. I need to pay bills! Very unhappy ! In the past Ive had to call almost every month as pricing keeps changing. My call this time was for a $40 increase. That's just too much! Thinking of changing providers
!

As a new customer i'm not happy with how I am being treated. I order a bundle of products from this company only to get told something completely different than what I was told the first time. I was told I didn't have to pay any thing up front for direct tv or my internet or phone service and today I get told I have to pay in order to get direct tv. That's not fair I spoke to a supervisor today and all she did was apologize and said that they will find out who placed my order and better train them so something like this doesn't happen. I think that I should be able to get direct tv and not just internet and phone.. Simply because of me being told I didn't have to pay anything up front. As the ceo of century link you should do something to make this right. Signed julia mrsny

On December 1, 2017 I called CenturyLink to cancel my land line phone service and to ask for the Price for Life Internet for $40 per month. I did get a confirmation email, but it said $80/month. When I got the bill in January, it was still the same bill I'd been paying for years - $125.00. I called to ask again for the changes. The agent I talked to indicated that the order from December had been cancelled because it wasn't done correctly. I called again in February when the bill was $123.00. I was told I was paying for phone and internet service. I asked again to have the phone cancelled and to get the Price for Life internet for $40.00. I also asked to be credited for the phone service since December, and was assured that I would see a credit on the next bill. Today, after seeing $118.00 taken out of my checking account by CenturyLink, I call again asking why the bill was so high. This agent said that since the change from earlier in the month wasn't done until March 15, I would have to wait until next month to see the requested changes. When I asked to talk to a supervisor, this agent told me a supervisor wouldn't tell me anything different than what he was telling me. When I asked for an assurance that my next month's bill would be corrected with the quoted internet price and credits from December for the phone, he said he couldn't see that yet because the bill wasn't issued yet. I asked to talk to someone who understood billing. This agent went on to tell me he'd had ten years of experience with the billing and that I wouldn't be told anything different that what he was telling me. He was not allowing me to talk to someone else - which was a lot of my frustration from today's phone call to the company. Basically, I was told that I will just have to wait until next month to see what my bill will look like. I just want my services as requested and billed the amount I agreed to. Instead, I have to fight and beg someone at CenturyLink every month since December.

I signed up for Century Link internet/TV services last July. The salesperson promised me, in writing, two $75 gift cards and said that they would be sent 6 to 8 weeks after service began. In November I contacted CL because the cards hadn't come. The representative requested a copy of the contract that stated said promise which was immediately emailed. I was told I would receive a call from the promotions department within the next 2 weeks. In January I called again as I hadn't gotten a call back, and was told that promotions were currently working on November's complaints and again, I was told that they would contact me shortly.
It is the end of March, no phone call, no cards. I feel like they can reneg on their promise with no consequence. I would like to see them hold up their end of the deal and send me the gift cards they promised.
Cheryl Raab account [protected] 815R
[protected]

Called to change my internet/phone service to internet only with higher speed. The salesman told me $55/month for 100mbs. After it was set up, it stopped working and they said they had erred in the set up. They fixed. I then received a "confirmation letter" saying my charges were $65/month. I called and have never received such rude treatment. I was angry. I asked them to explain how/why this happened. They said too bad, I should just take my business elsewhere. I told them they have a reputation for deceptive business practices or utter incompetence. He refused to help me further, refused to allow me to talk to his supervisor. No on ever said "we're sorry". Another employee eventually helped me sign up, but you have a serious customer service problem

I have called and spoken to 3 diff people and I was told that the account is canceled the bill was credited. Then I received another bill and by the time I got home and saw the bill they were closed. I know I have to call and be on hold for another 1 to 2 hours and explain to them once again that I handed the technician the cancel form.
The technician did absolutely nothing. I was even given a cancelation number and the 1st person confirmed with the tech that they did not perform any service. This was before I even got a bill. Then a week later I got a bill.
I then spoke to Jose in the billing department and had to stress to him once again that we never had anything installed. After about 30mins on the phone with him he finally said he credited my account and marked the account disconnect.
I then said what did you disconnect because nothing was ever connected. I thing was transfer to another department to make sure the service was canceled.
Now I am taking to the 3rd person and I was in the phone with them for 30 mins they told me they had not notes from my first call then I told them here is my cancellation number I was given. Once I gave it to them then they found the note.
So a week goes by I think it's finally done nope the billing didn't credit the whole amount so now I have another bill.
This is so frustrating of how a company can bill you for a service that was never completed and being told by several people that you won't be billed since nothing happened to be billed.
To make things worse is when they check your credit the do a hard check that takes 2 years to come off. If I would have known that I would have said no from the very beginning.