CenturyLink
Reviews and Complaints

On January 30, 2023, CenturyLink decided to stop me (disable me) from composing (as well as sending and replying) emails; this was because of suspected SPAM activity but not by me. I have been waiting about 10 times up to from one to three hours to use their chat feature to correct this problem because they have done away with the 800 numbers, but the chat feature does not work (I cannot type in any responses). I think I have 9 service tickets all showing that I left the chat, which is not true because I could not type in anything in the chat. It is now mid-February, people at the 800 numbers cannot help me (I have to go to chat line) or they disconnect the phone. I still cannot respond to online chat people. Not having the ability to compose, send and reply to emails is SO frustrating and irritating. I have filled out online support forms but no reply! This is SO RIDICULOUS!

Ordered internet service on the 7th of February online for free install. Once address was confirmed I went through the process filling out pertinent information it gave me information to call which I did not do because it was late evening. Early morning on the 8th a representative contacted me and asked if I would like to finish setting up install she told me my install could be done on the 13th. Once we started she then told me I do not get the free install offer because of my address and it would cost me 149.00. After complaining I agreed to pay her it but with a bad taste in my mouth. Well the 13th came and no show for the install. So now no install and aggravated for their false online advertising. What a scam and poor communication and deception.

During Hurricane Ian in Sept 2022, our Century Link Internet and VOIP service were disrupted due to a down line. We called the company to report the down line, but they could not give us a date of when they would repair it. After a month without internet or phone we decided to go with Verizon because they could give us immediate service. So we began the process of having our number ported over to Verizon. Century Link gave us 1/27/23 as a port date. On 1/30/23 Century Link informed me that the number was ported, so I cancelled our account with them. (They told me later I shouldn't have done that.) Verizon was not able to complete the port because it was not available. I called Century Link back and they said the number was dropped because I cancelled the account, so I had them reinstate the account and they gave me my number back (or so they said) They told me that on 2/10/23 the number would be working by 5pm. At 5:11pm on 2/10/23 I called Century Link to let them know it wasn't working yet. The cs rep told me it would be working by the end of the day. So on 2/13 I called to let them know it still wasn't working. They passed me back and forth from customer service to tech support, dropped me, I called back, passed back and forth again, then told they would work on it and call me back. still waiting... We are losing business because we are a restaurant that gets a lot of take out orders.

Since the new format was implemented in November, I have had to call weekly to be able to get my emails. Also not being able to correspond to any emails that need an answer. Now I am not getting any acknowledgement's or confirmations from one of my vendors. Last week I was on the phone to Century Link for all of the above problems 4 days out of 5. Still not getting any emails from one of my most important vendors. So how many other emails am I not receiving that I haven't been aware of. I have supposedly had my emails completely shut down with 20 different emails from Century Link telling me that the Compose feature of my account has been disabled due to suspected spam activity. Then I have to call to have this reactivated. They stated I had a second phone number on my account but wouldn't tell me the number and I tried to contact at customer service and the recording would not let me talk to a person unless it was about my bill, or new internet line set up. Very Frustrating.

on th29th of Jan 2023 CenturyLink froze my ability to COMPOSE any responces in my email account...I cannot "SEND" any messages because I cannot use the COMPOSE feature because of being frozen out...they did this accordi9ng to centurylink because of suspected SPAM activity...but not by me! and because they have done away with 800 numbers you have to use their chat feature...but oh yes guess what that is tied together with the email system and because the idiot person that designed the system didn't think of that little boo boo... I have over 16 helpdesk tickets submitted at this point in time (2/6/23)

I have been dealing with this situation for 30 days now! I have spent over 70 hours on hold, been transferred hundreds of times, tech support says there is a "suspension ticket" on the account and customer care and billing says there is not.

I successfully installed a new modem...that was not the problem, a tech was supposed to come out but he closed out the ticket w/o coming to the house and left w/o helping even though I waited all day for him to show up.

I am just constantly on hold and no one will help! It's almost time to pay my bill again and I haven't had service for the last month I paid for!

No one will transfer me to a supervisor or give me another number to call so I don't know what to do now...

7/28/2020 a coax cable which runs from our home to a telephone pole across the street was snagged by a box truck driving up the road. As a result, our internet provider who was century link was notified and that we need this coax cable repaired. The following day or the next day a technician showed up (Believe to be Rob S.) who repaired the coax cable. The line was reinstalled to a higher attachment point on the house. Fast forward 2 yrs later to present day 2/2/23 and we have now discovered what appears to be fungus or mold growing on the wall in a closet on the second floor which is directly on the opposite side of where this cable attachment was installed. It appears that when the technician Rob installed the hook which is fastened to coax cable to the house, he never weatherproofed around the hook or the hole he had drilled into the vinyl siding. As a result moisture was migrated through this opening and collected in the cavity between the vinyl siding and plaster and lathe. The home which is rather old has settled and has some hairline cracks in the plaster which is where this mold/fungus can be found growing which is directly on the other side of this hook attachment point.

As a consequence of the improper installations the hook must be property weatherproofed but in addition all of the interior plaster and lathe must be demolished and the cavity will need to be mitigated for mold. the extent to which the mold exist is unknown but may be extensive.

I have been contacting Century link regarding this problem to no avail. Techs come to fix it. It is not within our home. It is on the main lines running along the road.

This problem started about 11-20-2022, and is ongoing. No phone service.

We are older, 76, one of us has had a stroke. This is the only way to get emergency services.

I just want the line to be repaired in a timely manner.

I discontinued service on 10/21/22 at 4:56 PM CST - over the phone with a customer service representative after calling [protected].
The CSA assured me that service would be discontinued.
Since then, I have evidently been charged every month without my knowledge, and have not received any paper bill like we normally received in the past.
I learned this because you reported me as delinquent to the credit bureau and hurt my credit score - and I got an email from my credit union.
I would appreciate you rectifying this as soon as possible.
I have no problem paying my last month of service, but I didn't even know what that was because you never sent a final bill.
My phone number is [protected]. My account number was [protected].

Jan 11, 2023 I contacted century link to disconnect our internet service.
On Jan 13, 2023 I received an email that our home phone AND internet were cancelled.
In the process of correcting this error I've been told that we will be without home phone service until Feb 8, 2023.
What took them 1 day to disconnect will take them 21 days to recoonect!
This is unacceptable.

I've been with centurylink for years, and not by choice. I recently had to have my line redone because there was damage done by the storms and water saturation on the ground. When the guy arrived we literally asked him would there be a charge for this job? He said no. Had I known up front it would be $500.00 I would've told the guy to just leave and I would deal with what I had. I called centurylink to get a refund because I can't help natural causes making the line go bad. The supervisor told me he couldn't do nothing about it because the money was already given to the contractors. He gave me not even a refund but a credit for the tech coming out which was $120.. NO! I want my $500.00 Refunded back. That's not how you treat your customers. You don't tell them one thing then a month later hit them with a huge bill.

Over THREE WEEKS, endless phone calls, flipped from representative to representative. Jumping through their endless recordings over and over and over again, calls dropped, repair coming out to fix a problem that was NOT the problem EVER. I still get the recording: "YOUR LONG DISTANCE SERVICE AHS BEEN RESTRICTED". Every time I get to a live person they say, "Your long distance is not restricted. I cannot call any area code outside of the 2 local ones so CANNOT DO BUSINESS. One decent person in repair who took over 20 minutes came back on the phone and said, "There is a block on your phone for long distance". He said, it is not a repair issue. I will call Customer care for you and he did. He tried to get the block removed for TWO DAYS and still could not get it done. Big corporate is here and I wish they would ALL fail so we can get back to companies that care about customers, and if they don't THEY FAIL. I hope every Century Link office collapses (without the people inside).

We have been long-time Internet Users with CenturyLink and had great service and repair service prior to December 2022.

Situation

- Our older home is on Lake Sammamish at 2815 East LK SAMM PKWY SE, Sammamish WA 98074.

- Feb 2022 l We had Construction above the home and property that damaged the CenturyLink Internet lines and service (outside) the home, as well as our neighbors on each side. The CenturyLink Repair team responded and was VERY GOOD with communication and return-to-service actions.

- Dec 2022 l We had Construction above the home and property that damaged the CenturyLink Internet lines and service (outside) the home, as well as our neighbors on each side.

- We called to authorize Repair Service with 1) attempt being scheduled for 24 Dec but based on HIGH WIND weather condition the repair was rescheduled to 26 December.

- 2) On 26 Dec we received IM that said Justin (Technician) was on his way to the area. Then we received IM saying the Technician was not able to "enter the house" with fact we had not seen technician and were in the house. We called and the Customer Service representative said it had been transferred and rescheduled to 12/31 between 8-5PM.

- 3) On 12/31 we were again ready but did not receive IM or Call and later in the day the CenturyLink Customer Service representative said it had been transferred yet again to 1/6 for repair (inside) the home with VP880903 Ticket. We stated the repair is needed (outside) the home and the Customer Representative creates (with Dispatch) an additional Job Order [protected] for Expedite work on 1/1 with back-up on 1/2.

- 4) On 1/1 and 1/2 and 1/3 we did not see anyone or receive IM or Call.

This was followed up with call today 1/4 to Customer Service who confirmed the 1/6 VP880903 Ticket was on track but could not explain the previous Job Order status other than they could not see any record.

- 5) Job Order [protected] was created for expedite technician on 1/5 (for outside troubleshooting) and to compliment the Ticket Order for 1/6 (for inside) troubleshooting that should not be needed, other than confirm service when outside repairs are completed.

Century Link stopped sending me paper copies of my statements which ended up with me missing some payments. They didn't even send me any past due statements. So once I realized what had happened I called them to get my account up to date. The last payment I made was in August 2022 in the amount of $45. When I called they said I owed $173.52 past dues and $45 for current month. Which was incorrect but they wouldn't listen to me. I owed for Sep, Oct, Nov, Dec which would of been $45x4=$180. They made me pay $218.52 which was $38.52 more than it should be. Then I get another bill for $45 for Dec again which I paid so my internet would not be disconnected. Now I have paid $83.52 more than I owed. I would like that amount returned back to me or issued as credit towards future bills.

Almost impossible to speak to a representative! Extended outages with standard response of "techs are working on outage". Current one for me and my neighbors is SEVEN DAYS. Completely unacceptable. Last year according to a tech working in our area on a 5-day outage they needed to get a "part" from the Seattle area that is easily one day delivery for us here in NW Montana. He insinuated they keep no spare parts locally. Last month was a 5-day outage again. We do get some severe weather but no hurricanes or earthquakes. When power goes out is typically repaired within hours, not days.

I have tried two times now to correct this billing error. I have been paying my bills on-time for years using my banks bill pay. No none ever contacted me like they say they would. So two times now I have had to be on the phone for over 20 mins. jumping through the hoops to have a payment investigation.

This last call connected me to a customer service rep in the Philippines, to a very patient woman named Ann. The only problem is these service centers you can hear all the chatter and conversations going on in their "battle" room. So Centurylink has to contract out their customer service to third world countries overseas?!

How sick we have become to allow such practices by these corporations. Do you think being a Republican or Democrat even matters in such regards? NO, this is out right corporate greed, and as a consumer you would think we could have a say!

How much longer will we allow ourselves to be hood winked?

I have been a Centurylink customer for years, too many evidently. My internet is out since December 22. I had a service appt scheduled yesterday between 8-5. Even received a text message confirmation. No show, no call, and now I cannot get another appt until 12/27. I guarantee I am going to have to threaten to get credit for those days. Customer service is horrible. They all have different lies they tell you, and one even guaranteed they would be there. Once fixed, I'm looking for another Internet provider. Worst company ever. Avoid them at all costs and save yourself a lot of grief.

We have been Century Link customers for 16 years.We have constant connectivity issues.We have spent countless hours with CS trying to resolve the issues.They have come to check our modem-replacing it several times.Can’t watch stream at 2am-Takes 2 hours to watch a 40 min show due to buffering. We have called & been told it’s fine. Called STARLINK!

I am an 85 year old woman and made an online payment for my CenturyLink Internet bill. At the time I was very stressed and my husband wanted to go someplace so he was pushing me to hurry up. I wanted to pay my bills before 5:00 PM on a Thursday so it would pay the next day. If you pay on Fridays the payment doesn't go out until the following Monday. Instead of paying $49.00 somehow I paid $4,900.00. I have tried to get the $4,851.00 refunded from CenturyLink and they just don't care. They said it would take 30 to 45 days for them to refund me. Here we sit struggling trying to exist and I had to borrow so I wouldn't be charged bank fees for the other payments I made. Not to say buy groceries. CenturyLink just doesn't care about their customers it is a way Big Tech operates these days. No compassion, no respect and we're just an account number for them. Doesn't matter if we quit their service because they are so large one little old woman quitting isn't an impact on their bottom line so customers don't seem to be that important. Plus, I live in the country and there isn't another service in this area so I'm stuck. The Lords have spoken and it's just not important for us low level Serfs. Oh plus, of course, CenturyLink is earning interest on my money while I struggle.

We are two days w/o internet. This morning, 12/15/22, I was told via text a tech would be here by noon. And then, at around 9am, another text said he had arrived (funny thing: I can see for a mile, and I couldn't spot his truck). It's now 12:15, and he's not here.

The text said I could track his location, but when I did just now, that ability had timed out, since it was "outside the appointment window." It took me 16 hours just to get scheduled. Via chat and info on CenturyLink.com, I was provided 3 telephone numbers to call, all of which were promised to be answering when I called between 4:30 and 5:30pm. None worked at that hour. I was connected with a text chat. It strung me out for six hours, replying to all inquiries with "... An agent will text you back as soon as possible."

After many tries of climbing their tall phone tree with numbers that didn't work after 3pm local time, I finally reached an agent via one of the numbers the next morning (yesterday). I noted my problems and the agent hung up on me. I climbed the five-minute tree yet again to reach a second agent. She managed to schedule today's visit, but not without trying to charge me $16 per month - on top of modem/router rental - to protect from future charges for fixing our internal wiring.

CenturyLink seems to do everything it can to avoid effective communication - and service.

UPDATE: The technician did arrive shortly after I wrote the above. He quickly concluded (as I had two days previously) that the router/modem I lease from CenturyLink had failed. He had a new one on the truck, and we're back running at close to our promised 15 mbps down,.75 up, which is about a third of what folks in the city with CenturyLink get for the same amount we pay.