CenturyLink’s earns a 2.0-star rating from 771 reviews, showing that the majority of customers are somewhat dissatisfied with service.
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repair service
I called Centurylink's customer service number on Wednesday, August 11, to report a problem with my phone line. After a 20+ minute hold, I explained my difficulty. I was then transferred to someone else in another department. After explaining my difficulty again, I was transferred to a third individual. After explaining my difficulty AGAIN, I was put on hold. Moments later, the call was disconnected.
I called back. After another 15+ minute wait, I explained my difficulty to another "customer service" rep, who assured me that a Centurylink repairman would be at my house the next day between 8am and noon.
I re-scheduled all my morning appointments in order to be able to meet the service tech. At 2:30 pm, I called customer service. After another long wait, the "customer service" rep told me that it would be Friday between 8am and noon.
Again, I re-scheduled all my appointments and spent the day waiting. By 5:30, it was apparent no one was coming to fix my phone. Since it was the weekend, I would have to wait until Monday.
I called back this morning and found a very nice young lady who was very helpful and sounded understanding. She actually spoke with her supervisor and called me back, assuring me that someone would be out today.
I received a call from our regional repair offices, who told me that they were following up and would call me right back. That was this morning. It is now nearly 4 pm and I have yet to get a call.
I am convinced that Centurylink could not care less about their customers. They know that we have no choice but to use them because they have a monopoly in our town.
This is not the first time I have had problems with Centurylink. Their DSL service is slow and unreliable and calls to get it fixed are totally ignored. They have THE WORST customer service of any company I have ever written a monthly check to.
technical support
Centurylink has the worst customer service/technical support in the universe. Seriously, I have had 4 weeks 3-4 hours per day talking with one incompetent person after another. They all are from the states and all are friendly and have good English. However 90% of the time you are speaking with someone who has no clue on support, it's like they hired taxi cab drivers to become DSL experts! The support has come to the point that the phone people get to a point where they cannot help so they just hang-up and force you to call back, wait another 20 minutes or so before talking to another taxi driver!
The latest round of support does not even compare the first round with the actual monthly charges. I was lied to about the monthly amount and the length of contract. I was told that I would pay 44.95 per month with a 12 month contract or 54.95 for a month to month contract, then while talking with someone in support they told me I was on a 79.95 three year contract! If I had a choice I would cancel everything, but I need internet to run my business. It's just a shame that a company so large can have so much incompetence! I don't think anyone intentionally lied to me, but the middle managers all have different agenda's and information, so the person that talks with the customers has no clue on Centurylink policies, prices or support.
disconnection fee
I was a customer of CenturyLink long before there was a CenturyLink. What I mean is, I was a customer of Earthlink, which became sprint, which begat Embarq, which begat CentruyLink -- a very long-time IP (about 15 years or so). Anyway, I recently switched to Comcast. For better, or worse, their bundled prices were FAR lower than centurylink. On the phone...
Read full review of CenturyLink and 6 commentsdsl internet
Lately over the past 2 months between the hours of 8PM EST - 12AM EST, Centurylink's internet constantly disconnects. 1 night alone within a 1 hour time frame I recorded 18 disconnects. The dc's coming in spurts of within seconds to minutes of each other. My wife and I have already contacted customer service and they were not helpful at all. Contacted an actual Century employee/installer and stated this was a regional issue that needed to be corrected out of Tampa. I've read websites (dslreports ex) to and researched that many other Centurylink customers have experienced the same problem from Florida all the way up to the Carolina's. My wife and I have no problems with disconnects or the internet until 8pm - 12am est. This is obviously prime time for the majority of internet users and there seems to be a serious problem of bottlenecking that needs to be addressed by Centurylink. This is an unacceptable issue that needs some serious attention. To not to be able to log in and check email or do anything remotely internet related is unsatisfactory.
I have been having an issue with my inter net connection. For almost a month I have been calling and being told the issue was fix. Finally, the issue was corrected and my inter net is working. Several times, the employees have tried to force me to upgrade to fiber optics. In spite of my telling them that did not want to do so, I was sent a new modem. I did not request it. I have called several time and been called everything from a cheat to a liar. By law, I am allowed to keep the modem and they cannot charge me for it.
Q. Am I obligated to return or pay for merchandise I never ordered?
A. No. If you receive merchandise that you didn’t order, you have a legal right to keep it as a free gift.
FTC website (http://www.ftc.gov/bcp/edu/pubs/consumer/products/pro15.shtm).
Everyone I spoke to at Centurylinknk treated me like a criminal. I didn't request this modem be sent and all I was looking for was someone to admit that they made the error and would help me return it at no cost. I don't believe that was too much to ask for.
I was repeatly told that I HAD to return it or I would be charged.
This issue has cost Centurylink a long term customer. I guess customer service doesn't matter any more.
I too unfortunately use Century Link for internet access. After doing some digging I found out that this problem is State wide. The issue comes from bandwidth. Too many customers on outdated systems. I have been told by the upper level management (which took me days to finally reach) that full service will be restored by September 2nd or 3rd. Call and insist upon a full months refund. Stick to that mantra and you will be credited.
impossible to get service
Here's a copy of the email I have just sent to the CEO of Centurylink telco. Next stop, FCC!
Dear Mr. Post,
I have spent over a month, and well over 10 hours on the phone to various departments at your company in a vain attempt to get telephone service set up for our new home in Greeneville, TN.
My first contact with your company was on July 4, to set up service on August 2. I was assured that this was PLENTY of notice. It would be no problem at all to set up service that far in advance on our newly constructed house. ...So we arranged for our electrician and security systems people to meet us on August 2nd to tie everything in. ... Did I mention that my husband and I took a day off from work to drive 5 hours from Atlanta to Greeneville to do this? Did I mention that electricians get paid by the hour to sit there and wait for telephone people? Well, there you have it.
August 2 comes and goes, no service call, no explanation. August 3, still no service, no explanation. August 4, finally reached someone at your company who could read! (Joy!) "Oh, someone cancelled this order. So sorry. Don't know why. We've had some problems with database conversions since we merged"
Really? This from an NYSE listed phone company with illusions of becoming a communications company?
But wait. Have no fear... on August 4, four different people, with different levels of competency and literacy, assured me that on August 6 there would be service. "Yes, we understand you're not there. Yes, we have your cell phone number, just in case. Yes, we understand this is new construction. We understand that you already paid once to have an electrician twiddle their thumbs all day. We understand that there is no cell reception at your location, so having a land line is kind of important and we are obligated by law to provide it if you request and pay for it."
Care to guess why I am writing to you today?
Someone... someone likely drawing a salary from your company (from your shareholders)... scribbled a note that no-one in your company can presently decypher. If you're curious, try it yourself! You can look it up under our potential, someday, maybe in the future, number of xxx-xxx-xxxx. That should be fun. As a result of said note, the project was put on hold until August 20th. No-one bothered to call. No-one bothered to contact the writer of the note to say "what the %$# does this mean"? Today I spent over an hour just to get someone to admit it.
Tell me, Mr. Post, is Centurylink a company I should be happy with? Or does CTL deserve its very own "centurylinksucks.com" web page or facebook group? Should I tweet your list of analysts to see if they can help me out? Or will someone finally do something that shows a shred of competency? How hard is it to get phone service?
I'd like to hear from you.
My name is Joey and I'm with CenturyLink. I'm terribly sorry to read about the trouble you've had with our company. I'll be more than happy to offer my assistance to you. You can email me anytime at Joey@CenturyLink.com. Just include as many details as possible and we'll be glad to help. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
horrible customer service
This company is terrible and their customer service is the worst we have ever dealt with. We have phone line and internet service with this company. We recently changed from residential class to business class due to constant outages all day on their residential service. They guaranteed us no down time on the change over, but that is complete bs. Yesterday...
Read full review of CenturyLink and 18 commentsno customer service
For several months now, I have been calling the customer repair "service" number in an attempt to have a problem with my service corrected. Nothing gets resolved and I have just spent almost 30 minutes on hold. I finally got a number online for the executive offices and was told by the Kay, the switchboard that she would only "agree" to connect me to customer service...are you kidding me? This company needs to do some serious training !
Oh, and get this...one time I supposedly talked to a real supervisor (when you ask to speak to a supervisor, they don't always send you to one, they send you to a co-worker who claims to be a supervisor...they lie non-stop. I've also gotten sent to another department, and even though I was yelling by this time and not swearing, got hung up on anyway), the guy is telling me how bad the connection is, it must be my cell phone, etc. I said, "IT'S NOT MY CELL PHONE, I'M USING YOUR [censored] SERVICE! THIS IS MY LAND LINE!" He was silent for a bit before he just said, "Oh. That's not good."
Ahhh...you've had them hang up on you as well? I don't know how they stay in business, let alone afford to buy up more businesses!
I am filing a complaint with the Better Business Beureau and it seems that CenturyLink doesn't want want me to as they are blocking the site. I can access it from another ISP, but not from theirs! I am doing my best to forward my complaints to the executive board, but their contact information seems well hidden, and customer service refuses to get me a supervisor repeatedly, and then that supervisor (after I've been hung up on a few times and wasted more hours on hold) refuses to get their boss. Very aggravating!
Poor customer service, poor performance, outright lies, refusing to provide agreed upon services, potentially fraudulent billing practices, etc. The BEST thing about them are the two or three local field technicians that try their best, but are hampered by the horrible business practices and support from corporate. If I had a viable option OTHER than CenturyLink, I would take it, even at a higher cost.
how do you like them apples
oh and centry link joey i have had to clean up your companys dsl more then 5 times in the past mounth becuase she could not get ahold of you guys and she did not want to wait a half hour to be transfered to some one i am a nateral at the internet and your sloppy internet spotty conections so when do i get paid for your techs job?
cenerylinkjoey
the like it matters i don't have an account under you my mom dose so if you think your better then me and have to give me an attatude on line you get nothing from me so the awnser to you question is out of my hands i don't have the info you reqire as well anything you need from me is nothing you act snotty and that is what you get the golded rule. why not look it up don't put you nose in stuff your not part of espeshally when it kinks your stiyle and how do i know your not hbs billing servise trying to get an email from me i don't listen to shrewed ignerant people. espeshaly when fraud has been comited if you want to be part of the fraud investagation i will tell my mother becuase co-conspirtors who play a part in fraud gose down with the person who caused it. espeshally id theft care to argue now your ethic's are ill tempered and premature. and how do you know if i don't have a deploma in crimanl law? my mom said she would bring the bill me but i told her i don't need the account number or her scoial sacurity number just where it has my name on it from streaming flix. so dose this awnser you 4 year old attatude.
likeitmatters and sexshinx,
I'd also be glad to look into your issue for you. Just email me your name, account number and any details you can provide. My email is Joey@CenturyLink.com. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
my mother had hbs billing servies bill her on this line in her daughters name and her phone nomber when i called the compony the played back my number to me i if you get this call the san antonio police [protected]
Centurylink is awful. DSL internet service is spotty. Don't even bother calling their support -- what a joke. So much for customer service in our lousy free market system. I've gotten better customer service from the post office and (believe it or not) the IRS with some amended tax returns. In my rural area the only other alternative is cable internet which is down just as much as Centurylink -- thank heavens for wireless internet via smartphone.
Wow... I see I am not the only person to find that Centurylink sucks in the DSL delivery department.
I have had DSL for the last 30 days, and have yet to go 2 hours of continuous uptime. The thing that really sinks my battleship is that two computers in my house have no problem with it at all... they are running Windows 7. My Vista and XP machines are spotty at best. Sometimes my sites come up instantly (more often they time out) but they do not seem to ever be consistent. I can connect one time, and then I'll click a link on the same domain and end up timing out.
I have spent countless hours with support, and all I ever get is disconnected (because my cell phone loses the signal when they make me reset the modem which also powers my AiRave Cell Phone booster) when they make me reset the modem... Nobody ever calls me back, even though my telephone number is associated with my account. When I call back in, I get someone new, and have to start all over with them.
My connection speed used to be horrible, but I was using an unsupported modem and router. So I agreed to lease a supported one from CenturyLink. Once I was set up and still had problems with my speed, I called customer-no-service again and had a repairman come out. He found speed problems and attempted to correct them. Performance increased somewhat, but not to the speeds I was paying for.
I called again, and they again sent a repairman. When he arrived, he tried to tell me my cookies were the reason that my sites did not load up, and he wanted me to clear my cookies... I like my cookies. I refused. I told him that he had been sent here to help me solve the speed issue and to leave the cookies to the local bakery. He found that one of the wires in my "pair" was open, and he fixed that. But while the speed improved, the intermittent domain resolution issues were not getting better.
I called support once more... we hard coded DNS server info to the router... that only marginally helped. So we hard coded the DNS info to the network adapter settings, and had limited success... unfortunately, it was after I hung up the phone with him that I realized that I must have been in a "working resolution" cycle and that within 20 minutes, I was back to having bad resolution of domains.
I believe the problem to be hardware related, since the modem has no issues speaking with Windows 7 computers, but seems to leave out some of the information it is sending my Vista and XP computers. But each time I call support, I have to start over again with the cookie cleaning...
Leave my damn cookies alone! Just fix my problem.
Micheal
pathetic service and overpriced services
After about 6 hours on the phone today, our phone battery even died, we have called time warner cable and are switching over to their services within the week- bundling our tv, phone and internet will save us $100 with twc. We are still at this moment on the phone with centurylink trying to get our internet running. After an apparent outage last night, we lose connection every 10 minutes or so for about a minute or two. This makes it impossible to do any conference calling, streaming etc. They can't fix it, they have no clue-we've gone through 2 modems and nothing. They can't even figure out how to test the line-the one woman was so stupid she just transferred us. I don't know why they make notes on the account as no one reads them -they continually ask the same thing over and over. I am done with them- had them for 7 years and august 7th i'm done with them. I would suggest NEVER using them. They have changed names from sprint to embarq now to century link-that should say something. pathetic...
The complaint has been investigated and resolved to the customer’s satisfaction.
kerimo,
My name is Joey and I'm with CenturyLink. I'm sorry to read about the trouble you've had with our company. Our team would be more than happy to look into your issue. Can you email us your name, account info, and reference Complaintsboard.com? Our email address is Reachout@CenturyLink.com. We've been helping customers on ComplaintsBoard.com for over two years, so please let us know what we can do to help. Thanks.
Joey H
CenturyLink Customer Outreach
Joey@CenturyLink.com
incompetent company
This is a totally incompetent company. Avoid like the plague..They have no professional ethics. Customer service sucks big time and they cheat customers. They openly debase other service providers by pointing out false negatives. They even charge you a false $200 cancellation fee even when you did not have service installed in the first place and you canceled because they could not get you connected. The customer service is bad. They put you on hold for hours and then hang up after the wait. How can a company survive with such bad ethics?
The complaint has been investigated and resolved to the customer’s satisfaction.
JamesHouston10,
My name is Joey and I'm with CenturyLink. I'm sorry to read about the trouble you've had with our company. Our team would be more than happy to look into your issue. Can you email us your name, account info, and reference Complaintsboard.com? Our email address is Reachout@CenturyLink.com. We've been helping customers on ComplaintsBoard.com for over two years, so please let us know what we can do to help. Thanks.
Joey H
CenturyLink Customer Outreach
Joey@CenturyLink.com
terrible customer service
I currently receive phone and DSL services with Centurylink/Embarq. I've never had any issues with phone/internet services until recently. Due to an early Friday morning thunderstorm my Internet service went out.
Tech support was notified that same day regarding this matter and scheduled for a repair tech to come to my house on Tuesday between 1-5pm. I called them on that day to find out the status of when the repair tech would be arriving. After being on hold for 40 minutes, I finally spoke to a representative who couldn't help me. She stated that "there is no way for me to get in contact with your local tech due to our system."
She transferred me to another department and I was placed on hold for 50 minutes. I gave up and called later with the same results. The repair technician never showed up that entire day. I called support that same evening to find out why no one showed up to my residence and got no help from that representative. He transferred me and during the process I was hung up on as well as being on hold for a hour and half.
I finally spoke to another tech who said that he would put in another work order, since there wasn't an order put in from the begin with. This is not true because I have a voice mail message reminding me of my Tuesday appointment and the other reps confirmed that appointment was scheduled for Tuesday. He put me on hold for 40 minutes and I was again disconnected. Due to the stress, I called again the next morning on Wednesday around 5am and the tech put in a new work order for that day. This inconvenienced me because I had to take off work early for something that was supposed to be repaired the day before on my scheduled day off.
That afternoon, I called again due to my mistrust of this company to ensure that my appointment was scheduled. I immediately requested for a supervisor and had to wait 30 minutes. The supervisor placed me on hold for 25-30 minutes and got intact with the actual repair tech. The supervisor assured me that they would be out this afternoon "after the repair tech's lunch break."
The repair technician showed up and replaced my modem, which was the cause of my internet disconnection. When asked why no one showed up on my scheduled date Tuesday, he stated that they were very busy and behind due to all repairs. I believe that response was very unacceptable. I understand that they're busy and behind, but there is no excuse to have me waiting all day for no one to show up.
If repair was unable to come that day, then they should've notified me. I'm very frustrated with this terrible and incompetent company. Due to this experience I will be dropping all services from them once I establish new internet service elsewhere.
This mistreatment of customers must stop. I have never seen unacceptable service like this in my life. It's completely indescribable.
Stealth Pilot,
You should take your own advice...use common sense kid!
Former CS rep,
That's funny that you mention how you experienced abuse from your PAYING AND CHEATED customers. Well I have a solution for you. First of all, if you and the other customer service reps had some brains and common sense then maybe your customers wouldn't have to resort to yelling at you all. Lastly, if would probally benefit YOU and your FORMER colleagues to educate yourselves in your line of business. You know, it's very frustrating talking to a bunch of stupid idiots like you who lack major brain cells. Oh and for the record do us all a favor and never return to customer service again!
Sincerely,
The disgruntled customer
April,
Sorry about your issues and I know how you feel. If you don't get the issue resolved you can pm me. I can give you the number of the person that was able to get my problem resolved.
Highspeed internet user,
I hope everything continues to work fine for you because Centurylink is a pain in the rear when your having issues. Service was wonderful when Embarq was running the company. Now it's the opposite.
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Century Link - Ignored Request to Disconnect Services and still getting billed.
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Century Link - Century Link is the WORST Cost my company business
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Do not believe the High Speed Internet Hype as that is just what it is, Century Link is in my opinion a cookie cutter company. We used to have really good internet service with them we had 7 meg upload & 7 meg download speed and it was really fast, now we are stuck with what they call 12 meg but really it is only a down load speed the upload is not even close to .5 meg and if your program requires 2 way service than it locks up and crawls to a halt . Very unhappy with this. They are going to roll out a not new service called Prism which will be internet TV & Phone all in one, well its not new Qwest had it in Phoenix called VDSL which worked. Sorry but Cookie Cutter Co's do not work, I want Burger King Phone Co. OK! I want it my way, but they don't even offer it Hell they don't even offer Customer support.
I just ordered service from centurylink last week. Initially, I called them and they quoted me 45/month with a 5/month modem fee. I called back the next day and they quoted me 50/month with 6/month modem fee. I then saw a deal for 30/month with a 6/month modem fee, and jumped on it. They sent me the modem promptly but then called me to tell me that the 20mbps speed that I ordered wasn't available, 6 days after I ordered it, and after I had already received the modem. I informed them that my landlord who lives on the other apt in my duplex had their 20 mbps service, so I was completely sure that they offered it in my area. The customer service rep started to get defensive and elevated her tone while telling me that she couldn't do a thing about it. My only options were to pay the same rate/month for the 1.5 mbps speed and then upgrade to the higher speed a few weeks later or she would place my order on hold, meaning that they would pass on my issue to their engineers next week, and then "expedite" my hook up, which would take 5 more days.
Despite the fact that your customer service representatives seemed to be offering different rates everyday, I was initially happy when I called at the right moment to get cheaper service. But only 1 out of the 4 customer service representatives that I have spoke to were helpful and friendly. Unfortunately she was the one that screwed up my address in the system, which is what lead to my current problem. Centurylink needs to get their act together if they want to keep my business.
Ive had nothing but problems with century link! there communication suck ###!
Joey, I don't think you really exist. Just like all these complaints are unfounded. You never get a Tech that fixes the internet longer than 12 hours tops. I have had a service man out here 4-5 times now, thats not counting all the calls to techs. I have replaced lines, cords, routers, I have even replaced the computer now. Your service hasn't got any better, but I have new electronics. I am in a area that only is offered 1.5. Thats not asking for much. I'm lucky if I get .15. That translates to a one hour TV show on Netflix taking about 2 and a half hours to watch. I came to the conclusion that the Attorney General is the only place left to complain. Noone else wants to tell me why I have to pay for something that I never get. No matter what time of the day it is we have never had 1.5 We now do the speed test on the same sight the repair guy did and the numbers are not any better. Other Business's have to give you what you are paying for why not CenturyLink! If I Sound mad its because that is all you are selling me.
The Problem with Stealth's solution is that there is NOBODY at Century Link that we can get thru to to get anything done because you and your supervisor cant do a damb thing and I cant seem to get past you to someone who can. Every time I call I am told they will fix it and then it doesnt get fixed. Like for instance. I turn on a business line...call the business dept for a freaking business line. I tell them to call it Prizm Paint and Drywall, Ltd. I want it to show on my caller i.d. NOT MY NAME because it is a business. I stressed it and stressed it and asked are you sure you are doing this correct because I dont want my name to show up. Well guess what my caller id has my name and they spelled Diana ...Dianna.. which drives me freaking mad...then I call and the next rep says he will fix it and it updates at midnight and worst case it will be 24 hours to reset. So here I am 48 hours later it still says Dianna. So now I call and they say ...oh now its a repair issue and they have 72 hours to respond...(so on Monday when I call what will they say?) HOW FREAKING HARD IS IT TO SET UP A PHONE LINE! IS IT NOT DATA ENTRY? And you WONDER why everyone is cussing you out? Because we call and you cant do squat? and your supervisor cant do squat? and I cant talk to the one you say I should talk to because I cant get passed your supervisor. and you all say I am sorry you feel this way about the company? FEEL THIS WAY? This is not a feeling this is a ridiculous system! Diana
Denise,
I'm also sorry to read about the trouble you're having with your service. If you email me at Joey@CenturyLink.com with your name, account number and reference your post here on Complaintsboard.com I'll be happy to look into your issue. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
I've had internet service with centurylink for 2 month now. I have had nothing but continues drops of service. We are a family who does a lot of school and office work online. Due to the high volume of work, centurylink service is not realiable. I am afraid to do my exam on line for the fear of failing because of continual drops right in the middle of intenet access. I do not believe that centurylink have done their research. I live in an older apartment complex, in which the phone lines are not up to date., not compatiable . If a company can't provide a good product why sell it . Fustrated consumer
Denise M.
apopka florida
I used to work for this company taking customer service calls. Despite being in the service industry for thirty years I had to quit after 6 months. I have never in my life endured the abuse from customers that I received from this company. It is staggering the people who think that by screaming, bullying, and intimidating a customer service representative they can somehow get what they want sooner. For the of reps and customers alike, I leave you with these reminders:
1- We are not stupid. We have to go through rigorous training on complicated systems and cram as much information as possible into a short period of time. Believe me, stupid people can't comprehend it.
2- We do not sign on to work with the intention of being difficult or ruining your day. We are extremely limited, again I say EXTREMELY limited in what we can accomplish for you.
3- Your temper tantrums are worthless and will accomplish nothing. We can do what we can do and nothing more.
4- The supervisor you're demanding to talk to will do everything in their power not to take your call. They're not empowered in any way to expedite your phone repair. The only power they actually have is over the rep you're speaking to, and will most likely find a way to get that rep to deal with you instead.
5- If you're calling from a cell phone, don't whine that you have no phone service. Hello? You're calling on a cell phone, so you DO have phone service until your land line is fixed. We understand you live a hundred miles from civilization and you might not get cell reception where you are. Again, it changes nothing.
6- And finally, please cut out the abuse. The phone rep is truly sorry they can't tell you what you want to hear. They don't make the rules or the conditions, but they do have to abide by them. If you're not happy with the service, complain to those in a position to actually improve it. Don't take it out on the person you're screaming at. They can't fix it!
I have centurylink and have never experienced any trouble with my service. I always have a spare DSL modem, in case of a thunderstorm so I can easily change it out for testing. You can purchase you own router/DSL modem. I bought mine on the internet. this way you dont have to pay the lease fee on the modem, which is 2 or 3 dollars a month. I have a 10 meg connection and it is superfast. and the price is very resonable. I like centurylink and would reccomend their service.
service problems and billing errors
1) Qwest price for life isnt.
After a year on a "price for life" DSL and home phone service guarantee, our bill inexplicably increased $45 per month. Customer service was not able to explain how a price for life expires after a year of "introductory" pricing. They wer also unable to explain how to read the bill properly. Conventiently, all current packages were much more money then we were previously spending.
2) To lower the bill after a sharp increase when "price for life" expired, we complained about the sham bundled services price, and wanted a credit. Instead, they then removed all bundled serivces without our consent, causing us to loose services for 2 days. This affected business calls.
3) When we moved and tried to transfer our services to the new address. They said we would have service on a certain date. When that didn't happen, and we called to complain, we were informed that the order date was not a possibility and wanted to know who told us otherwise. The call center for repairs is routed to India.
4) We tried to upgrade our DSL to 5MBPS, we rarely get above 2MBPS when we run a speed test on the line. Quest says they can not guarantee higher speeds even though we are paying for the service.
Apparently there is no recourse when customers are scammed and lied to. I am not reimbursed for the time I spend on hold or being passed around from one extension to another. I firmly believe that this is a strategy to make consumers give up and just pay the bill so they don't have to go through any more hassles.
Oh, I loved when they screwd us price for lifers
They suck and even as centurylink still suck
I agree with you you should file at the Better Bissenes Breau
high cost / poor service
Stay away from this company(at least for NC service), they are expensive offer very slow internet for what is advertised and have poor service. I was previously a Verizon phone and Comcast broadband customer and was very happy and I chose CenturyLink when we recently moved to a different state. I have been very disappointed with their phone and internet service. When I initially called to set up it took about 45 minutes the first day and 15 the second. I found out that the first number I was given was not for NC and was then transferred and the lady I spoke with had problems setting up my new account in the system. I gave all the information including that I wanted a unlisted/non published number. She said she would have to call back the next day to finish setting up account. Thankfully she did and she was always courteous and professional. She gave me the monthly amount again and later I realized it was less than quoted earlier, which made me realize she didn't add the unlisted/non published portion and I called back to add it. I wanted my service to start on 6/28 when we would be at our new house and was told I would receive my modem in a few days. A few days after arriving I still hadn't received my modem and called and was told it could take 7-10 days. I waited longer and called back and was told the modem had been delivered before the 28th and because no one was there to sign for it, it was returned. Well of course we couldn't sign for it because I said we would be there the 28th and later. After getting the modem and setting it up I was the most disappointed because the connection speed for the 3mbps service I was paying the same for as my previous Comcast broadband was horrible and no where near the the top speed. My browser often disconnected because the connection took so long. I called back and upgraded to the 10mbps speed, the top level speed and saw no improvement. The last shock was when I got my bill and saw two charges of 23.50 for service order and two charge of 6.25 each for a central office line connection. which I was never told of and I never been charged from previous providers, Verizon, Comcast and Bellsouth and Phoenix. I can't believe that I am paying the most I have ever paid for phone and internet for such such poor service and there is some kind of 12 month contract too, which at this point I am pretty fed and will probably cancel anyway, especially after the 24 hr livechat available on CenturyLinks site said I was next in queue and it would 7 seconds. I waited 5 minutes and was never contacted and the wait time never updated from 7 seconds. I finally got tired of waiting and disconnected.
bettir,
Sorry to read about the trouble your mother is having. I'll be glad to help look into that issue also. Just email me at Joey@CenturyLink.com with her name, account number and reference your post here on complaintsboard.com. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
My mother who is on a fixed income started her dsl w/ Century Link in January. AT the time that she signed up, she requested the lowest package, which it was told to her to be $15/mo. Since then her bills have ranged from $35-$50 for a very slow dsl connection. I even called when I was visiting her and they assured me that she had the $15/mo pkg. Now she is having to cancel it and though there is no documentation that she was on a 'contract', they are telling her that it will cost her $200 for an early termination fee! What a rip off this company's dsl is.
Logic8279,
I'd also be more than happy to look into the issues for you. Can you email me your name, account info, and other details to me? My email is Joey@CenturyLink.com. Sorry to read about the trouble you've had also.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
Whats funny is they scan for this stuff and try to make it all better, but the truth be told there is no fix. Several times I had been on the phone with them for over an hour trying to get a connection issue fixed and they claimed it had to be on my end. When they finally put me through to a tech they figured out it was on their end and apologized. Now this has happened on more than one occasion. Simply, if it's not am internet issue it's a phone issue of some sort and it always starts out as a problem on the customers end first, so they say. Only later on to find out it is them. This is by far the worst service I have ever had and at the price it sickens me. The internet is so unstable just a small amount of rain with cause and high ping and very low connection rate. As currently I am sitting without phone and very slow internet with research and phone calls I need to make for college. On top of all this it took them 2 months to get a bill straight that they kept screwing up with me getting disconnection notices for their mess up. They offered nothing as far as compensation for all the downtime and inconveniences, where when I was with Time Warner Cable, IF this ever happened, they would offer me some sort of discount for that month with a sincere apology. Then at the same time century link makes it hard because they are extremely friendly on the phone as if to act like they care. I pay $95 a month for phone and a 3 meg connection that only runs at about 2.75, and I have a brand new box outside and brand new phone line that runs only about 15 ft with an ethernet cord thats about 5ft and is brand new as well so I know its not my end. I am really at the verge of dropping this company and have only been there for about 5 months and never missed or was late on a payment. I would actually spend less gas money traveling to the local library to use the net with far less issues.
chepink22,
My name is Joey and I'm with CenturyLink. I'm sorry to read about the trouble you've had with our company. I would be more than happy to look into the issues for you. Can you email me your name, account info, and other details to me? My email is Joey@CenturyLink.com. We've been helping customers on Complaintsboard.com for over two years! Please let us know what we can do to help. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
high speed internet service
I have seen signs around that centurylink is going to provide high speed internet service here where I live. So I called the number on the signs and left a message (Did not have option to speak to person). Did this about three times. No one ever called back as promised. Not even to tell me they could not provide the service. Amazingly, the people one mile down the road have the service while I am stuck having to pay $90 a month for satellite internet through hughesnet! Can centurylink at least call me back and tell me how much they suck and how little we matter as customers or do we have to make our own suppositions on that based on their apathetic service?
The complaint has been investigated and resolved to the customer’s satisfaction.
futureballad,
We would be happy to look into your issue also. Just email us at Reachout@CenturyLink.com and we'll see what we can find out. Please be sure to include your name, account information and reference your post here on Complaintsboard.com. Thanks.
Joey H
CenturyLink Customer Outreach
Joey@CenturyLink.com
You won't actually get high speed anyway, but go ahead and sign up. It will be cheaper than satellite internet, but way worse speeds. We can barely get to 1mb. The customer service dept is totally defeated and barely tries to make us feel better about a situation that they admit is their fault. They have no immediate intentions of fixing anything, but will gladly charge you and accept your money for a service they CANNOT provide. So, unhappy.
Jackie2010,
Sorry to read about the trouble that you've had with our company. I'll be more than happy to look into your issue for you. Can you email me your name, address, and provide details of the locations of your neighbors that have DSL? My email is Joey@CenturyLink.com. We've been helping customer's on Complaintsboard.com for over two years. Please let us know what we can do to help!
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
threats
On 7/14/10 I received a voice mail from an east indian woman telling me that I need to call her back and if I know whats best for me I will not ignore
her call, and that I can either have my attorney call her OR i need to RIGHT away.
I called her from the number she already had for me, she asked me to call her at [protected], A man answered of east indian descent, he asked for my
number to look up tyhe account, he told me that they have been trying to do and eft debit from my checking for a loan of $550.00 but have been
un-successful and that if I don't pay the loan back righ away, the authorities will be at my door tomorrow (he said my full address) and that they were going
to take me to the courthouse and then put me in jail.
I asked what it was for, he wouldn't tell me. I then asked him if this wa a joke, he said have a nice day and he hung up on me.
I then researched this out, and I found this page of complaints.
I understand it is triggered by paypal, everyone cancel there paypal, somehow they are getting all of our information, full names, addresses, socials.
I think it's time we all got smart and did everything the old school way, go to the store and pay cash for everything.
I think they are east indians setting up shop out of a house, stealing our identities, do not trust anyone and don't answer your phone if you don't see
a caller name.
look people now really don't have privacy in america now due to the internet search up your name and put the city and state you live in in whitepages and you will find your landline no., the company of your landline and example TWC (Time Warner), your specific address, and the name of other fellow residents of your household, that's how they know, they don't have to hack, for them it is as easy as a snap of the fingers, they don't need specific for to find you all they need is you first and last name and they city and state you live in and boom they have your information and that is what is horrible
Just look at the photo i attached:
NOTE: put the name John Doe so no one would get scared because it is Generic
THESE PEOPLE ARE SAYING THEYRE GOING TO SUE ME, SOMEHOW THEY HAVE MY ADDRESS AND LAST FOUR OF SSN-BUT NEVER WANNA SAY WHAT THEYRE SUEING FOR, WHEN I REJECT CALLS THEY TEND TO LEAVE THREATNING MESSAGES SAYING I DONT KNOW WHATS GOING TO HAPPEN TO ME IF I DONT CALL BACK. DOES ANYONE KNOW A SUPERVISOR PREFERABLY THATS AN AMERICAN TO SPEAK TO?
internet and customer service are both horrible
Where do I start?... I started noticing problems every night with my DSL speed and ping... so I ran some tests at SpeedTest.net, proving to be true... I pay for 10 megs, but every night at about 9pm and ending around 12pm, the speed drops from 9+mbps down to sometimes below 1mbps...
I started by calling the company ...my phone records will soon prove I have spent well over 6 hours on the phone with this company, and BIG SUPRISE!-I have gotten nowhere!
Two technicians have sent me on the "ftp challenge" in safe mode... both have realized that there's a big problem with the speed... and both have completely failed.
The second of these gentlemen is sending out a tech with his own computer and his own modem to test the lines... BUT GUESS WHAT TIME ?!? no not at the appointed time in the evening... yes earlier in the day... when said 9+ mbps is being served...
On top of this I want to mention that the second sir kept saying he was hearing that DSL noise that only occurs when theres a phone hooked up... After I mentioned MANY times that I dedicated a phone line... (run by myself) from the NID straight to the Modem... No Phones!
There seems to be a level of incompetence that is unprecedented with this company... and I feel as if this company knows that it will go down soon so it just doesnt care...(just the vibe I am getting) My many emails have gone unlogged by said company... I have attached speedtest records which are bounced off dedicated CenturyLink servers in my area in my emails and sent them to CenturyLink... countless times.
Bottom Line for me.. I am going to a 3g USB if possible... I actually was able to stream a baseball game with my mlb at bat app on my 3gs iphone... and when i tried to stream the same game on my computer from my "10mbps" broadband connection... it jumped all over the damn place... hopefully i am still connected after all this typing.
The complaint has been investigated and resolved to the customer’s satisfaction.
My law firm is currently investigating complaints by consumers that they are not receiving the download speeds they pay for. The allegations appear to be that either the company is simply unable to provide speeds sold to to customers because of limitations in its system or it simply is deceiving consumers into paying for something it knows it cannot provide. Regardless, this appears to be a large, nationwide problem that needs to be resolved. If you or anyone you know is not getting the download speeds you paid for from CenturyLink and would be willing to talk to a lawyer in our office about your experience, it would be very helpful as part of our investigation. Please contact Clayton or Brian at: halunen@halunenlaw.com or call at [protected]. Thank you.
fed-up,
I'm also sorry to read about the issue you've been having. I'll be more than happy to see if I can help you. Can you email me your name, account number, and additional details? My email is Joey@CenturyLink.com. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
KtootY I feel your pain. But at least you've got some sort of internet from CenturyLink, even if it's pathetic. I signed up with CenturyLink and have yet to actually get a live internet connection from them. Their guy came over and checked the line to make sure it worked. Then a couple of days later, my equipment came in, so I tried to set it up. Hours later, I was still having no luck, so I called the "help" desk. They informed me they'd been having problems and all internet had been down for over 12 hours so far, but would be up in a couple of hours. That was 2 days ago. Every time I call the CenturyLink "Help" (that word laughingly used very loosely here!) desk, they tell me internet in Florida is still down and they have no estimate on when it will be back up.
The most recent update is on a recording on their "Help" desk line, saying service should be restored by 6 am today. Of course, it's still not. I don't know why I stupidly thought it might actually be true this time.
I am SO fed up with CenturyLink. I am now quite convinced that they are hands-down the worst of the worst of the ABSOLUTE WORST internet company I have ever had the misfortune to get suckered in by. Even the service I had from some podunk little company in remote Alaska years ago was way better than this.
Wtf good is a "high speed deal" if you can't get any connection at all?!
Well you're lucky
I was told years ago when I re-signed up with SPRINT that I would have 10Mb in 6months. That they had already switched out everything and were running the final tests before the switch.
Well it's somewhere in the neighborhood of 8years later and only have 5Mb and they (century) says there are no plans to increase.
Should be a federal mandate/law requiring switch to fiber.
go up 30miles-ish from you and you get 30Mb Verizon Fios for the same price.
KtootY,
My name is Joey and I'm with CenturyLink. I'm sorry to read about the ongoing DSL issues you've been having. I'll be more than happy to see what type of help I can offer you. Can you email me your name, account number, and any other details you can provide? We've been helping customers on ComplaintsBoard.com for over two years and will gladly assist those in need. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
telemarketing
CenturyLink has been engaging in a seriously aggressive telemarketing campaign to promote the Dish Network. I often receive two calls in one day, day after day, week after week. I have expained I have no interest in the product and have thrice requested my phone number be removed from their call list, but the calls continue to pour in. I have already switched from their too-slow DSL service to another company's broadband, and am also considering changing my land line service to the local cable company, in hopes that severing all ties with the company will stop the calls. If you have other options for phone, Internet and television, use them - CenturyLink should be avoided at all costs.
The complaint has been investigated and resolved to the customer’s satisfaction.
bad service
Century Links offered a combo package for Phone/Internet/Tv Satellite for $79 a month. The first month they bill $73 and the second month the bill came in at $192. I called and said I can't pay $192 a month. They said that the charge was legitimate.
It's a FRAUD they are doing and they even trying to collect monies that was discharge in bankruptcy chapter 7. They are Malingnat company.
Numerous calls to repair phone line. No shows, showing up when not scheduled, a week later and I still do not have home phone svc. SUCKS!
They never tell the truth, you get sucked in and every thing changes.I would not recommend them at all, there 12 megabytes are only 8 sometimes.Don't go for the 64 dollar ripoff its a lie to. Bill
Memphis,
Sorry to read about the trouble you've had with CenturyLink. I'll be more than happy to look into your issue. Can you email me your name, account info, and additional details? My email is Joey@CenturyLink.com. We've been helping customers on ComplaintsBoard.com for over two years. Please let us know what we can do to help. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
lies to cover poor service
So this 'internet provider' can barely provide internet. After finding out that my business only had 1.5 Mbps, we were upgraded to 5 Mbps, along with a new modem being sent for free. Sounds good so far right? Well sounding good is as far as it does. Companies like this hope that people wont call in and complain because they are so concomitant they can't handle any thing or do anything right. After running their FTP speed test at the direction of one of their technicians we found that the speed was too slow to even run the test! This was AFTER we supposedly had the speed upgrade.
Then there was the modem. After spending about four hours on the phone with numerous customer service reps, all of who gave me wrong tracking numbers for the modem that hadn't even been shipped. After more calling I found that the order hadn't even been put in. The last person I talked to during the day said the he put the order in and that it would be delivered by a local tech to my business the next business day, which would be a Friday, and that I would get a call 30 to 45 min prior to the delivery. After hearing this I was satisfied, but as with almost anything dealing with Century Link, the satisfaction doesn't last long. I found that instead of getting a free modem like I told, we would be paying rent for one.
The next day came and I was waiting for the call from Century Link. My father came in and told me that a Century Link van had been in front of my building. Upon hearing this I called Century Link asking if it had been delivered. I was told that it had been. I was never given a call and the rep said that the request had appointment times between 11 a.m. and 2 p.m. I had asked the rep that I talked to the previous day numerous time if he had even the slightest idea as to when the tech would arrive and he said that they don't know that information. So I run up to my business to find the modem, nothing was there. I called them again, which I'm currently still on the phone with them, and apparently the modem had been shipped out, and there was no tech going to deliver the modem.
The tech I'm currently on the phone with gave me the exact same tracking number I was given yesterday, and it's still invalid, he's now trying to pass the buck, which doesn't surprise me. As it stands now, the effects of the upgrade should be seen by Monday, and the modem should arrive that day as well. We shall see...
Whatever you do, stay away from the ISP, they are not worth it by any stretch of the imagination. They wonder why people are leaving them and they're losing money. It's because they give people every reason to leave them. The only good part of them is their local techs and that's because they're local people who think!
To internetuser 87, this might be over a year old, but I just saw your comment and you sir are an idiot. I have 10 megs at my house and it's no more reliable that any other speed. Where's your smart ### reply to that? It goes out and is slow many times. Century has told me that if I don't have their modem they can't give me the 'proper' help that they do people with their modem. So what's the point in having my own then as they'll just write it off as my modem not being good. I know how to do my own speed test and run them constantly to find out my speed. That's when I call in when the speed isn't what I'm paying for. If the speed is fine I don't bother. Centurylink should stop spending money on other companies and put it into their aging infrastructure. They should also off better training to their employee and get a better system in their call-in centers. I know that companies don't care and why should they when they have people like you who mindlessly try to make them look good. They're a crap company plain and simple. And as for you Mr. internetuser87 must be nice to work for them eh?
The complaint has been investigated and resolved to the customer’s satisfaction.
Completely incompetent support, I recently upgraded to 10 m speed, after being told by 2 reps it was now available at the same rate as my old speed price from many years ago, both calls were dropped on their end. The third call the girl told me they not only couldn't connect me to either of the first two techs that were in the process of upgrading us, but that BOTH were wrong about the rate and not needing a new router. Plus, they tacked on a 1 year agreement even to come close to the rate, oh and the router would work after all. Now my connection speed is roughly half that promised at best IF it isn't too busy restarting the connection. I had zero problems with the slower speed staying up. I work at home via VPN if there is a problem during hours I'm not in the office. This could cost me my job. Can't wait to see what they have to say when I call tomorrow. Westell.
I don't know where to begin...so let me start at the end. We just received a threat of disconnection if we don't pay Century Link the amount of a modem that was returned to them. We were talked into the high speed deal which they were unable to provide so after 3 modems we decided to go back to our original internet speed, of course we are paying for high speed. We had already been charged and paid for the modem so had to wait until they received the last one to receive credit. Two months later I spoke with a rep who said it could take up to 2 billing cycles after receipt of the modem to issue credit. I was told they would make a note on the account and to pay the bill minus this credit as the credit would appear on my next statement. Another month passes and it doesn't show on the billing statement and now have received a letter of disconnection if I don't pay them this past due amount which is for a modem that was returned to them. If anyone asks me about Century Link I tell them they will regret doing business with them - I have.
I had services with Century Link for a month. When the tech installed the modem they did not wire it correctly from the phone line to the switch. They some how got download speeds of 40 and upload speeds of 12. I called them because my service was still cutting out and freezing and could not install any updates. My last time I called them they were supposed to give me a knew box and it was an old one so I canceled the contract because I had a service tech come out 5 times and the issue was never resolved. they charged me 200 for the cancellation. I am just about finished with my associates degree in Computer Science and Networking. I actually know what the Issue is but they are to lazy and cheap to fix it. My mom has been having the same issues with here modem and their phone service is even worse.
Oh wow now I am scared. I have not yet called century link but I have ordered it and my direct tv has been up now for about 7 days. I bundled. My modem has not been delivered but I am waiting and hoping that it all goes well. If not I will be on here again soon.
Pamela
So here is a very long rant about Centurylink whom i despise with such passion...its amazing.
I recently had my Westell 7500 start having connectivity issues, fine my bad its almost 3 years old its fair. Found a number for a local CenturyLink office by me which is only an hour away in Chaska, MN. Talked with the man their happily sent me out a brand new router the amazing and wonderfully shiny PK5000. I get it the next day and was happy as all get out. Hooked it up everything went smooth until i started playing xbox and was constantly receiving "Connection Interrupted" issues. Shrugged it off to Black Ops servers and kep playing. This went on for about a week till I gave up and finally called in. I was instantly told taht the PK5000 was defective and had constant disconnecting issues since the beginning of the year this call was placed 11/19/2012. They knew about these connection issues since January! Told me that the issue with the PK5000 wouldn't be fixed till December around the 15th. Just furious now, so they once again told me they'd send me a secondary router to take over till the PK got fixed. This new router would be here by Wednesday, since next day delivery was put on it. Nothing on wednesday, of course yesterday was thanksgiving, and now here we on Friday and nope it will be delivered monday.
Plain out furious now that im paying 76$ for 10mbs a month! And my old router from them is barely pulling 2mbs. I told them I needed a router today I pay for their rental situation and still nothing! This secondary router could have been sent to me from Chaska, instead it was sent from Kansas! BS, most horrible business ever. I do alot of remote access and my signal is constantly dropping with the Pk5000 and the westell 7500 i have currently. It doesn't just effect gaming but my job to, if im paying to rent a router then I fully deserve one that works.
Let me just touch base on a couple of other issues here. I've had "crappylink" for almost 4 years now since no other providers in our area. I was paying 65$ for 1mb. I believe i just heard your jaw drop. I moved to a bigger city now upgraded to 5 mb oh 70$. Finally upgraded to 10mb and now its 85$ a month. I've gotten raped literally on prices, I deal with customer service who I found if I call in 3-4 times usually around the 3 or 4th time I call in I actually get someone that is willing to help me with my issue. I have been told service would be hooked up when I moved so I could continue my job would be the day I moved in, it took 2 weeks of them messing around to finally realize they had my settings configured wrong and it was not setup properly. So now a full month and I have had crappy internet service and I am getting sick of it.
This company was great in the beginning, but now for some reason or another has just completely failed me. With horrible prices, horrible customer service, horrible product, and most of all the inability to be understanding on any of this. Forever more centurylink will be that company that constantly gave me the "I apologize we are unable to help you with this"
Don't...DON'T...100% DO NOT go with this company as you will be severly disappointed.
Same story here. My father has CenturLink and has nothing but problems. Throughput not as advertised, they till him the area is under construction (for 2 years), his cable modem shuts off periodically and now they want to rent him one (scam?) and the customer service is a joke. I use Comcast and they are a dream compared to these guys. What a joke! Look around, don’t take this crap. We are investigating shifting him to satellite. It might be more, but we are willing to pay for quality service and superior products. It might take time, but trust me CenturyLink will start to feel the impact of their lackluster opinion on their customers. ps. I wish you the best Joey and it is a good start.
BigC23,
Joey with CenturyLink here. I'm sorry to read about your troubles as well. If you email me at Joey@CenturyLink.com with your name, account information and reference your post here on Complaintsboard.com I'll be glad to help out. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com
I had service from Century Link for roughly a year. During that time I never once got the speed they claimed. I was paying for 3mb/s and most of the time it stayed at 1. I have seen it go as low as 300kbps.
In late December early January I decided I had had enough and would not like to renew service. I called them and notified their customer service representative that I would be like to discontinue service. The representative I spoke to said that would be fine and that service would not continue. As soon as my payment was received they reconnected service and now are saying I am on the hook for several months of service I had explicitly asked to be disconnected from. They claim that there is no record of the call even though I can show very clearly from my phone records that I spoke to them twice in the two days prior to payment being sent. When I asked to see their records of my calls the second level manager I spoke to said he could not authorize that and that it could take a week for them to get that information to me. Like he couldn't just do a print screen and e-mail it. He also said that even if I had asked for service to be disconnected it would have been reconnected automatically because I paid electronically through my bank rather than paying over the phone. That also makes a whole lot of sense.
Century Link are the worst internet provider I have ever dealt with. I hate that companies do this kind of stuff. They know that it's a large enough sum of money that it's a pain to pay but not enough to make it worth going to court over and just completely take advantage of people. I will be posting this story on every consumer board I can find. If you live in Central Virginia I would go with anyone else besides Century Link they will not deliver the service that they claim and they will lie and rip you off. Also, at $65/month or whatever it is now it's not even competitive with the other providers in the area.
It is with out a question the worst of the worst, i have never dealt with a company worst than Century Link. I got nothing but LIE AFTER LIE. I saw an advertisement for century link about buying a bundle phone and internet for 49.99 i already get phone service from them and I also needed internet service so I called to get info i was told that i will get the first month of internet free and they will waive the installation fee (15.00) and I can cancel within 30days if I am not satisfied.I advised them that i wanted to buy my own modem will that be a problem i was told no problem at all and was told that they use westell 7500 model and there will be no problem at all and just to make sure of that they connected me to tech supp to make sure everything will be ok, i was told by tech support that getting my own modem is no problem all i have to do is plug and i am all set as long as i have the right model, fine, so the sales person put the order in gave me a order number and told me when i decide that i want it to call back and give the order number and they will activate it. That sounds good, so i made sure that nothing was activated just yet i want to talk it over with my husband and i will call back. a week went by i called Century Link and gave them the order number only to find out a modem was shipped to me and the order was activated a week a go!WHAT? and I will not get the first month free and i was charged 15.oo dollars shipping fee for the modem that I do not want. so the sales person apologizes and adv me maybe the previous sales person was still in training but i will help you and make sure everything is ok. i asked her again there will be no problem if i get my own modem and if tech support will be avl to help me if i needed help i was told no problem what so ever.ok it sounds good, so i went ahead and went with it.Well on the 21feb2010 at 7pm i was supposed to get my service i hooked up my modem everything lit up except the internet light I called tech support told them what the problem was and told them that it is my own modem the reply was that they WILL NOT HELP ME because the modem is not from them and was giving westell (the maker of the modem) ph number for them to configure the modem to work with century link system. I was furious, I called tech support again gave them the spill on what was verbally agreed on with century link before agreeing to this deal and they need to help me, I was told that they can configure the modem but they will not do it because the modem was not from century link .FURIOUS, I asked for corporate ph number only to be told THAT CORPORATE DOES NOT HAVE A PH NUMBER, what? I asked to talk to a supervisor, the supervisor was as incompetent as the rest of them or even worst, mind you i had to tell her the spill again, the reply was i will not help you and you need to order the modem from us.Again I asked for corporate ph number and was told by the ethical supervisor that there is no such thing as a ph number for corporate office, told her what you guys are doing is illegal and unethical and I will make sure that they will be held liable for this . I am in the process in contacting BBB and the attorney general this is totally unacceptable work ethics. CENTURY LINK STOP LYING TO YOUR CUSTOMERS!
what modem /router is compatible with century link? Their sales rep tells me that many aren't compatible.
unfair, deceptive practices
Qwest has been my local and l.d. carrier since 1988. I own 2 businesses. Back in May 2009, I called them to inquire about is there any thing I can add to my phone lines to get these jerks who bother us endlessly with "we want to list you on google search" or "we have copier supplies"...you know, the scam rooms...so I called Qwest and lo-and behold, why, yes, they do have things that can handle this...it's called "Security Screen" and "Call Rejection". Good. They send me an order confirmation #C39308728 which outlines terms of service. I also write down the name of the techs when I call, date and time.
I was paying bills and notice that I am being charged different rates for the same service for my 2 companies. I get a nice lady on the phone and she does some investigating...lots of questions, she is very nice and very helpful.
However...we start getting into the depth of the situation. She sends me an email outlining the cost savings yesterday. Today, she emails me that ooops...no can do.
I don't understand what is going on...I have records of calling several times and dates after May. Well, I want nothing more today than when I originally placed my order back in May of 2009...only "today" I am being told that if I decide to let one of my business lines go...that Qwest is going to charge me $300 to disconnect the line! Say What? I don't have any service contract. I have paper work and no where in this paperwork does it say (3 year commitment) but the lady on the phone says that "someone" bundled me...even tho my services were bundled they
were still charging me a la carte. So, then I say...what the heck do you mean? I am paying a bundle service, for services I don't use or want; yet the services I have repeatedly requested are being line billed AND some how without anyone telling me or anyone sending anything, this has now screwed me into not being able to disconnect a line if I want to without paying a penalty? No way, sister! The lady says to me "there is a verbal agreement"...No, no verbal agreement EXISTS IF NO ONE tells you that you are going to tie up your services (LINES) for years on end with a penalty. Just because Qwest writes something on my bill beginning in October of 2009, I tell her...does not magically 'make it so'...I don't understand how this can be so dang messed up. Seriously, I do not want the person trying to help me to get in trouble, this is not her fault...but it is one more person who put something in writing...then reniged on it...now we have to esclate up to her supervisor because I am now demanding money back...I mean if they should have been doing this all along...why would I want to pay more a la carte? And as for the "no you can't disconnect a line with qwest without paying a $300 penalty". As a 22 year customer, with 2 businesses these people have made a boat load of money...this is unfair and deceptive practices and is totally against their own Code of Ethics which is posted up online. Yes, I am one upset and angry customer!
harrassing phone calls
File a police report! Then something can be done.
I have had problems with them since I had necc telecom, they tried to get money from me after I had cancelled. You have to cancel with your local land line.
After I resolved it, in writing, (All I ncluding them trying to get my credit card number over the phone) an no success with bbb in michigan where they are located, where they have an f rating, I started getting these harrassing calls. They don't seem to have a purpose. They just ask if I speak russian or hang up.
[protected].
It does come from global crossing local services.
Call your police department. File a report to protect yourself. Your cases sound serious. Why wouldn't you file a police report if someone has tapped into your private information.
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One of the key strengths of CenturyLink is its extensive network infrastructure, which spans over 450,000 miles of fiber optic cable and connects millions of customers across the country. This network allows CenturyLink to offer high-speed internet and reliable phone and TV services to customers in both urban and rural areas.
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Overall, CenturyLink is a reliable and trusted provider of telecommunications services that offers a wide range of solutions to meet the needs of both residential and business customers. With its extensive network infrastructure, advanced technology solutions, and commitment to customer service, CenturyLink is well-positioned to continue its success in the years ahead.
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almost 24 hours ago i wrote above still no response, people can call in but i cannot answer, or call out
3 times in the last 2 weeks the internet has been down for ovver 24 hurs each time, 12 days in the last 14 the phone li e varies from good to unusable, repeated calls to 611 repair services accom plish nothing
O2,
My name is Joey and I'm with CenturyLink. I'm terribly sorry to read about the trouble you've had with our company. I'll be more than happy to offer my assistance to you. You can email me anytime at Joey@CenturyLink.com. Just include as many details as possible and we'll be glad to help. Thanks.
Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com