CenturyLink
Reviews and Complaints

Hello,

On November 12th the area where I live experienced an outage that lasted for five days. During that time period, I received the worst customer service. Today’s customer service wasn’t any better.

I woke up Saturday morning (11/12) to jump on my computer to do some schoolwork but couldn’t do so due to my internet not working. The router showed a red light for DSL and nothing else was green except the power. I did the standard unplugging the router and the phone line without success. Finally, I called the CenturyLink phone number hoping to speak with someone in repair. That call was also without success. Apparently, it is impossible to speak to a live human being on the phone outside office hours. Terrible customer service! I can’t go online to the website to communicate with anyone because I don’t have internet. I did the phone thing where I could text with someone who was obviously from India trying to resolve the issue. Since she couldn’t reboot the system or resolve the problem, she said she would set up an appointment for a technician to come out and work on the issue. She never asked me when a convenient time would be for me and apparently CenturyLink is inadequate with their scheduling to be able to narrow down a smaller window of time other than “someone will be out next Tuesday”. The ability to communicate with this person through phone chat was frustrating and non-productive. After we completed our chat, I drove to the store and discovered several CenturyLink trucks working in a construction zone approximately a block and a half from my house.

I waited out my lack of service all day on Sunday (11/13) because speaking with a representative was impossible according to CenturyLink standards. I did receive a text telling me that a technician was scheduled to come to my house on Tuesday (11/15) but I had no ability to text back to ask questions or get more information. Terrible customer service!

First thing Monday morning, when I was scheduled to start work (from home), I called CenturyLink to talk live on the phone with a person that could possibly help me. To my dismay, I ended up speaking with a gal from India with poor English listening and speaking skills. I told her what was going on and that a technician was supposed to be coming on Tuesday. I asked her to try to narrow down a more specific time frame because now that I don’t have internet, I must drive close to 100 miles round trip to my office to work from there. She told me she could not narrow down the time and I would just have to make myself available for when the tech gets there. I told her I wouldn’t be anywhere near the house because I must go to the office to work. After we went back and forth several times, she asked me when I would be available. I told her I would be at the office and had meetings all day and had meetings up until 4pm. She finally told me that she could put on the work ticket for the tech to come to my house after 4pm. I had to again explain to her that it takes me an hour and half to drive home so if I left my 3pm meeting early at 3:30pm I probably wouldn’t make it home until 5pm. She said she could send a tech out to my house after 5pm. Very frustrating conversation! Then I told her about seeing the CenturyLink trucks in the construction area close to my house. She put me on hold and said she would look into it. When she came back on the phone, she told me (in a snarky tone), “Ma’am, they have the right to be out there working and they are trying to do upgrades to the system so I can’t send them to your house to fix your problem. So, you will have to wait until Tuesday for the technician to come out.” I told her that I wasn’t asking for her to pull them away from the construction zone but wondered if they may have accidentally done something that is impacting my not having internet. She assured me that I was the only one impacted and it had nothing to do with their upgrade work. It was about an hour later I received a text on my phone saying there was an outage in my area. Huh, guess the construction zone did have something to do with the outage. Terrible customer service! While still on the phone with this gal, I requested several times to be able to speak with a supervisor and was refused. I also requested several times to be connected to someone in the U.S. and was refused. Eventually, she said she would have her supervisor call me back. I never received that call. Terrible customer service!

After being made aware of an outage in the area, I got a text cancelling a tech to come to my house. I was fine with that except there were NO updates sent out indicating a time frame on when the outage would be repaired so now, I’m left hanging on whether or not I will have to drive to the office on Tuesday as well. As it turned out, I had to drive to my office in Longmont on Monday, Tuesday, and Wednesday because the outage wasn’t completed until the evening of Wednesday (Nov 16th). I finally received a call from a tech on Tuesday afternoon telling me that he thinks the repairs will be done that evening. However, the repairs went into Wednesday, and I did not receive any updates until I called the tech back on Wednesday and he gave my number to his supervisor who eventually called me back later in the afternoon. Why isn’t it a standard to send out group text messages to the impacted area letting people know the updated situation and possible resolution time? Terrible customer service! The tech I had been speaking with did call me to let me know when the service was back up again and asked me if I was still having problems. He still needed to come over to reset my router and get the service up and running at my house due to the troubleshooting that had been done did not allow it to come up on its own.

It cost me $54.00 in gas money to have to drive to the office and back for 3 days. I missed several online classes for my college classes which impacted missed deadlines. When I must spend 2 ½ hours on the road every day traveling to and from work, I don’t have as much time to spend with my school obligations. Not having service for 5 days was quite unacceptable and not necessary had it been handled properly to begin with.

So, the service was restored, and December 2nd I receive my CenturyLink bill online for the full amount owed at $45.00. You have got to be kidding me! CenturyLink did not indicate any kind of credit for the time and inconvenience of not providing service. So, now I must call CenturyLink again only to be transferred twice before finally having to speak with India again. The man I spoke with initially offered me a $7.70 credit for the 5 days. I thought perhaps he was joking but he assured me that was what was owed to me. I told him I wanted to speak to a supervisor and was told that he is an expert, and the supervisor would do nothing more for me than what he has already offered. I made several demands to speak with a supervisor and to be connected to someone in the U.S. which was denied. Terrible customer service! He then said he spoke with a supervisor who approved offering me a $30 credit but was still refused speaking directly with a supervisor. Eventually, I was told the supervisor was on another line helping a customer and he would give me a call back. I heard that line already and wasn’t buying into it and told him so. I let him know if I didn’t hear back from a supervisor that I would continue to call in until I spoke with one. About an hour later, I received a call from a supervisor telling me he was giving me a credit of $30 and would take corrective action with his employees. I didn’t buy into that either.

I am contacting you at this point because the website indicates you are in the U.S., and I assume you listen to and understand English. Is it really the policy of CenturyLink for their customers to not have any availability to speak with a technician when there is a problem with their service? Is it also standard for all customer service to only be located “offshore” and not allow customers to speak with someone in the U.S. when a request is made? Do you have any residential customer service employees in the U.S.? Is it also standard practice for your customer service representatives to refuse access to their supervisor when the customer is requesting it? Do you have policies regarding outages where the company communicates with their customers keeping them aware of the problem and a time frame for getting it fixed? Is it really the best CenturyLink can do to set an entire day as the scheduled time for a technician to come to someone’s home instead of a 2 or even 4 hour time frame so your customer’s can manage their personal and work time accordingly? Terrible customer service! Does CenturyLink care at all about their customers or just care about making money and hoping their customers are too stupid to notice how poorly they are being handled by the CenturyLink employees?

I am aware that outages can happen, and repairs need to be done. My complaints lie with how the outage was handled before, during, and after. I believe CenturyLink should reimburse me for my gas usage ($54) at minimum for the 3 days I had to drive into the office when I typically work from home. I will be generous and not bring up how much of my precious time was wasted by your poor standards. I have had problems with CenturyLink in the past with having difficulty “getting it right” when initially setting up my service at a new location. But usually, once it is set up the service was decent enough. This last incident has pushed my patience and understanding to a point where I think it is time for me to look for another provider. Whoever they may be, may not be perfect. But perhaps their customer service and company policies will be more geared toward taking care of their loyal customers without attitude and disregard.

I have phone service, internet and computer service through Century Link. I've called several times with the same issue and was told the problem was fixed. I didn't realize the problem was never fixed until Hurricane Ian. I had a scheduled service call for today and was told problem was fixed. It wasn't.

All my services are working. I have one issue, that is, I have a corded phone which I was told it would work with a power outage. It does not. I plugged it into the phone jack and it still doesn't work even with the power working. All what I want is for the phone jack to work with or without power like I was told. I've been on the phone for over an hour on 12/05/22 waiting for someone to schedule a tech to come out and fix the phone jacks. I have spoken to Six people within an hour and still no results. They told me there are outages throughout the state and they need to be fixed. Call back tomorrow. I don't feel that I should have to wait this long for my issue to be fixed and have to keep explaining my issue when they don't seem to understand. It would be easier it you got a real person to help when you call and not be transfered several times and have to keep explaining the same thing over and over. Please help to resolve my issue.

Thanks,

C.C.

Centurylink Fraud, December, 2022

In April, 2022, because we were relocating from Las Vegas, Nevada to Florida, we cancelled our Centurylink account using their online system. When we arrived in Florida, we mailed back their modem according to their return procedure. We did not receive any emails notifying us that our account was to be charged, so we did not check our accounts for their charges. Perhaps two months ago, we called in response to the first email we received from Centurylink. We were informed that our account was closed and would therefore not be charged. Two days ago, we received a second notification from Centurylink. We checked our account and realized that Centurylink had been withdrawing payments for services not received since April 2022. $478.72. We called to request that the overcharges be refunded and were told that there was not record of any of the above actions and they could not refund the overcharges. We were told they would cancel our account and refund one month’s fee.

They claim they have emailed us notification of account withdrawals each month. In the last eight months that have notificed us twice. On both occasions we have called to address the problem. They have no record of our calls. They claim they have no record of our cancellation. They claim they have no record of receiving the modem (and yet they have not contacted us to request its return).

Do not use Centurylink. Their systems are either grossly faulty or fraudulent. Do not use Centurylink’s online services. If you do use their services, speak to a person and obtain a confirmation number for your call and under no circumstances use their automatic payment system.

After "upgrading" their email sytem, on 11-15-22 I was unable to access my email account after using the same address for 8+ years. I the two weeks after I submitted 4 support forms, have had 5 chats and numerous phone calls resulting in being transferred around to inept and clueless reps claiming "that's not their department", I have seen no results, only promises to be contacted by a tech which has yet to happen. And now they claim the info I gave them to verify my account is incorrect, but they certainly have no problem verifying my identity when I pay my bill online every month. Gee, funny how that works. But why worry about fixing the problem if the money's coming in, right? CenturyLink doesn't just have poor customer service, they have NO customer service and being a customer oriented business, they obviously don't understand if they have no customers, they have no business. Tough concept, huh?

Since you changed or updated your email system I have not been able to clear the trash items in the trash folder. I have called many times to your customer service and spoken to your rep and been told your company is working on it.

Why is this taken so long to fix your system?

I have also sent a previous email to you and have had no response.

Please contact me.

Thank you.

The new email page from centurylink is horrible, can't get to the folders, used to be able to scroll thru email with touch screen now no, images are not coming up in emails today, sometimes no content in emails. These are all new due to the idiocy who allowed such a non user friendly email service (not) to be released. The "classic" page was wonderful, now doesn't exist. Have filed many complaints, tickets, and nothing has been done not even communication lately. Seriously considering canceling due to all this

Sincerely Larry

I have had Century Link internet for 6 year with a lifetime price with no contract no mention of any additional fees or contract in the future. I purchased the equipment I needed rather than rent month to month. As of Monday morning 6am (11/14/2022) I had no internet service. When I called to check on the trouble I was told there was an outage in my area & it would be remedied by 4pm the same day. I received a text message Monday at 1:28 pm that service would be restored Thursday (11/17/2022). I still had no internet (11/17/2022) so I called again to find out why. I was told that I didn't have an account. When Jason (Century Link representative [protected] — direct line) finally found my account I was informed my service was disconnected because my service needed an upgrade to the tune of $100.00 at my expense. I was left with no internet, no access to my computer, no TV & no phone service for 5 days. I am 71 years old & live 10 miles out of Los Lunas, NM. I chose not to use their service any longer & was told that there would be $150.00 cancellation fee. I don't understand why there would be a cancellation fee if I have no contract. When I refused the cancellation fee I was told that I would still be charged monthly with no service provided. I did not cancel my service, Century Link disconnected it. That is a breach of contract on their part. I was forced to purchase a different server in order to have the necessary communication with the outside world as my husband & I have numerous medical problems. In my opinion this is extortion.

REF: UNRESOLVED ISSUE: CASE [protected] [ REF:_00D412HUZ0._5004N1AQRS5:REF ]

Still hasn't been resolved and now I'm not getting any help or contact. Sad thing is that since my emails are not getting through to me or recipients, I don't know if CenturyLink is doing anything. Haven't heard from Martha since last week. Now my security cameras can't get a decent signal. I had to cancel my upgrade technician for tomorrow because of a short notice radiation appt and they said the reschedule date is 6 Dec. I'll be looking for a refund for the entire month since my service still is broken and not resolved since you migrated platforms. Here's the last email I sent her with no response:

I'm not sure what to do at this point - not getting emails is a big issue for medical appts and needs — we did not get an email that National Jewish sent for my husband's link to his appt. Fortunately we called the hospital and they resent the zoom link to my CenturyLink and gmail account and waited to make sure we had it; I now have the info for his appt. But I can't, no should I have to continue to do that. I don't even know what emails I'm not getting or don't get to recipients unless some tells me or I don't get a response. It's been over 3 weeks and still issues. I was supposed to have my CenturyLink upgraded this Thursday but had to cancel because of last minute medical for radiation appt. Now it won't be until 6 Dec. I'm paying for a service I'm not getting and I either need to get it fixed or figure out an alternative. On my [protected]@q.com I've lost critical dog rescue information and while it's not important to CenturyLink, rescuing and saving their lives is critical to us. If I can't rely of CenturyLink's service, then I'll need to find a service that I can rely on. It shouldn't take this long to fix the issue — and more importantly migrating to a new platform without back up seems like a terrible risk and huge impact to customers. The impact to the rescue is significant, especially when communications are all done electronically. I don't know why a technician can't come and figure out the issues - or someone can't talk to me to work through this. I'm happy to give remote access. I appreciate your sticking with me on this, but I can't continue to push this can down the road. What's the next step? In the mean time, is there a way to export/import my emails to my gmail account so the damage and impact doesn't get worse?

I've been with what is now CenturyLink since 1992 — if I can't get his resolved, my only option is to change to Xfinity or some other service. In the mean time, I guess I will start looking for another service pending CenturyLink's response and help. I'm certainly not going to settle for the poor service and capability I'm getting.

Our telephone voice service is completely substandard, and CenturyLink has failed to repair the phone service. This service goes out several times a year, or it is so noisy phone calls cannot be made. Our phone service is still out after several weeks, and the service tech has not made a single appointment. We are paying a monthly payment for a service that is substandard. My mother is an elderly woman who has her life alert attached to the phone, and her phone doesn't work. have also filed a complaint with the FCC.

Centurylink bought out quest communications approximately a decade ago. I then became a customer of centurylink for years as my telephone and internet after the takeover. According to FCC the company that buys out needs to continue to provide same email service.

I had no issue for years until centurylink sent me a notice : "Welcome to your NEW CenturyLink email service. Upon that occasion I no longer could send out email messages, only receive them.

Like most companies they only provide " email support " which ultimately means NO SUPPORT. After sending numerous emails--no communications from a supposedly communications company. Shock Shock!

I even hired a computer expert and he stated that the problem is with the certificate that no longer matches because of the changes made at centurylink.This is the message I get when trying to send out emails:

Sending of the message failed.

Unable to communicate securely with peer: requested domain name does not match the server’s certificate.

The configuration related to smtp.q.com must be corrected.

This problem has been three weeks so far...and counting...

I will file a complaint with FCC if this continues. My assumption is that CenturyLink got tired of complying with the law and old former customers so they created a computer snafu in hopes that the older former customers will seek another email service and leave them off the hook for their communications responsibilities.

Incident 8:55 Am November 2nd.

Driver of truck 2053229 was passing drivers on the shoulder of residential road Randolph Avenue and driving well above the speed limit. In addition, almost hitting my vehicle when swerving to avoid a parked car and coming into my lane without slowing down or regard for me. Driver almost hit two pedestrians of College of St Kate's while they were waiting to cross.

Date: 9/26/22

To CenturyLink

RodneyKoonce _354 Briarneck rd

Jacksonville ,N.C.28540

[protected] (C)

[protected] (H)

Subject: Complaint for poor service of telephone.

Dear Sir/Madam,

This letter is to inform you that I am Rodney Koonce and I am a resident of the (mention address) above.

I am writing this letter regarding the poor services of telephone landline number [protected].

. For the past two weeks my Internet Services hasn’t been working properly. Due to this, I am facing many issues as I am also not able to use the (telephone/internet/other) services. This is also affecting my work. I have already called your call support team regarding this issue, but they did not help me in this regard. The technical came and never returned to fix the problem also I was disconnected twice after I made the payments. I’ve missed work, lost wages, and time. After being a customer since 1990 I feel like you can’t provide a quality service anymore.

Therefore, kindly look into this matter and try to resolve this issue at the earliest. I am looking forward to hearing from you.

I have been paying for @ease for months i ve been using Century Link @ease for decades

I have not used @ease for months and i know i am still paying for this

I have called and called and called I have done chat and chat an cha an chat an chat an chat an chat an chat an chat an chat at least 34 times

I get transferred and transferred it bee months an nothing is fixed no effort by century link I have never seen a more dysfunctional org in my life they are extremely didorganized the chats no one knows about @ease

This is horrible

TO: Glen Post, CTL CEO and Two Other CTL Complaint Venues

https://www.complaintsboard.com/new_complaint “Complaint Registration

Form”

https://www.centurylink.com/home/contact/escalationform.html “Get Help

with an Unresolved Issue”

FROM: Joe Perilli, Act # [protected], [protected], [protected]@q.com,

Service @ 2211 W Northern, Unit 217, Phoenix, AZ 85021 (previously this apartment had been serviced by Cox Communications)

RE: Serious Complaint about Manipulation and Disrespect Received in a Chat with Ronalyn S. on August 5 2022; Request for Redress

DATE:Sept 15, 2022

TWO KEY FACTS:

1. My family and I have made regular monthly payments to CTL, Quest and US West for 46 years (768 total payments)from 1976 to 2022.

This includes 240 payments from my Aunt and Uncle Salvatore and Bernice Passarelli at their Sun City Home from 1976 to 1997,

180 payments from my mother Dora Perilli at 13231 D 98th Ave Sun City from 1979 to 1994.

And 348 payments from me at various addresses in Phoenix from 1993 to 2022.

2. I am a very low income 77 year old senior citizen with my Social Security Retirement income of $1332 monthly, with my making three trips monthly to St. Mary's Food bank saving me apx. $120, with my having a Life Line “Obama” phone with no charge from TAG mobile for service. The $56 monthly that Ronalyn S. manipulated me into is a very large amount of money for me.

Six documentation Items Included with this Complaint:

1. The transcript of the 1 hour 44 minute chat with Ronalyn S. from August 5, 2022.

file:///C:/Users/peril/Downloads/Chat%20Transcript%20(1).pdf

or

https://webmail.centurylink.net/mail#2

In case these links do not work, a copy of the transcript with referenced items highlighted is presented on pages 3 to 6.

2. My current CTL bill with a 100% inappropriate charge of $78.75 to be auto paid on 9/21/22.

https://eam.centurylink.com/eam/myBill.do

GLEN POST + Page 2

3. My notice from ACP that I am qualified for free internet or a $30 monthly credit with the approval # being B80719-04935.

https://nationalverifier.servicenowservices.com/lifeline?id=nv_consumer_landing&ln=RW5nbGlzaA%3D%3D&na=ZmFsc2U%3D

4. A listing of the Companies Near Me qualified for participation in the ACP

program showing CTL as one of the available providers.

https://cnm.universalservice.org/

5. The CTL website showing that up to 200 MB internet is available at my

address for $30 a month with a free modem. Ronalyn S. manipulated me

into paying $56 monthly, for 30MB and $15 for a monthly modem rental.

https://www.centurylink.com/internet/?utm_source=redirect&utm_medium=vanity&utm_campaign=200

6. The Cox Communications Website Showing that their “Connect Assist” program offers $30 Internet with a $30 ACP credit is available. Cox also offers, thru “PC's For People” a $100 credit for purchase of a computer.

https://www.cox.com/residential/internet/low-cost-internet-plans.html

(Please excuse the indentation above. I cannot afford Office 365 and Free Apache Open Office sometimes does not operate optimally.)

MY REQUESTS FOR ACTION, SHOULD YOU WISH TO SEE THEM AT ANY TIME ARE PRESENTED ON PAGE 3 OF THIS MISSIVE.

OK let me go on to provide detail of the difficult experience I experienced.

In summary, Ronalyn could have offered my 200MB service with a free modem rather than having me pay $40 monthly for 30MG service plus $15 monthly modem rental.

Initially Ronalyn offered me 940m for $85 a month. (1 hr 12 min in the transcript.) I was astounded at this offer.

After my appeal she reworked things to $40 monthly for 30MB and $15 monthly for a modem rental.

In terms of what Ronalyn could have offered me, here is the CTL web page showing

$30 monthly for 200MB and a free modem that was available at my address. I was not aware of this during the chat.

https://www.centurylink.com/internet/?utm_source=redirect&utm_medium=vanity&utm_campaign=200

GLEN POST + PAGE 3

I know this offer is available at my address in that I have a mailing from CTL noting this offer that was sent to a resident at my building

Beyond that Ronalyn could have had me sign up for ACP with a $30 credit making my end cost $0 monthly, the intent of the ACP program. At 1 hr 15 min in the transcript I note that “ I am a very low income senior and Cox has indicated that they have a $30 monthly service available.” I did not know at the time of our chat about the specifics of the ACP program.

I am astounded that one of CTL's best ever 46 year customers would be treated this way.

My requests for action include the following: I WOULD APPRECIATE SOMEONE FROM CTL CONTACTING ME ON THIS MATTER ON OR BEFORE 9/20.

1. Waive the $78.79 bill due on 9/21/22. If I had been treated right, there would

be no charge for service as per what is presented above.

2. Sign me up for the $30 monthly 200MB service with a free modem.

3. Use my ACP qualification with its $30 credit to bring my cost down to

$0 monthly. Again my ACP qualified number is B80719-04935.

4. Award me a $100 gift card to make up for the difficulty I experienced

and to keep with with CTL when Cox is making the $100 available

for purchase of a computer.

5. Sanction Ronalyn S and let others in your call centers know that she

has been sanctioned. (I am fine with your not using her name

in the notice to others in the call centers.) (Initially in the survey after

the chat I gave her high marks. I was unaware at the time of how

I was being disrespected.)

On the chance the transcript is not available on the links I provided, here is a copy. I have highlighted the sections that are referenced in my missive;

Chat With CenturyLink: ---------------------- (MT) 4:26:58 PM::: CTL Virtual Agent::: Hello, I am the CenturyLink Virtual Agent. Please select an option below or tell me in a few words how I can help today. ---- (MT) 4:26:58 PM::: CTL Virtual Agent::: BrightSpeed Migration Letter | Inquire about new service or upgrades | Repair and Technical Support | Billing or Payment | Online Account Help | Something Else ---- (MT) 4:27:10 PM::: Customer::: Something Else ---- (MT) 4:27:11 PM::: CTL Virtual Agent::: Please

GLEN POST + PAGE 4

tell me in a few words how I can help today? ---- (MT) 4:29:40 PM::: Customer::: i

NEED TO move service to a new location ---- (MT) 4:29:49 PM::: CTL Virtual Agent::: To save time when speaking with an agent can I go ahead and get your account information ---- (MT) 4:29:50 PM::: CTL Virtual Agent::: Yes | No ---- (MT) 4:29:56 PM::: Customer::: Yes ---- (MT) 4:30:18 PM::: CTL Virtual Agent::: In order to further assist, we need to authenticate you. Please click on one of the two choices below. ---- (MT) 4:30:19 PM::: CTL Virtual Agent::: | Use another method ---- (MT) 4:30:30 PM::: CTL Virtual Agent::: Thank you, I have retrieved your account! Give me a moment while I pull up your account. ---- (MT) 4:30:36 PM::: CTL Virtual Agent::: Please provide the FIRST & LAST NAME of the person we will be speaking with today ---- (MT) 4:31:11 PM::: Customer::: Joseph perilli ---- (MT) 4:31:13 PM::: CTL Virtual Agent::: Got it. Before I transfer you, let me check if there are any specialists online. -------------------------------------------------------------------

Chat Started: Friday, August 05, 2022, 20:31:02 (-0500) Chat Origin: CSC Care CRIS Agent Ronalyn S ( 58m 53s ) Ronalyn S: You are chatting with Ronalyn. ( 59m 23s ) Ronalyn S: Hi Joseph This is Ronalyn. I see here that you have concern about moving service. Is that correct? ( 59m 52s ) Joseph perilli: Hi R I need to move service from 222 e Indianola 410 to 2211 w northern 217 ( 1h 0m 15s ) Ronalyn S: I'll be more than happy to help you. Let me just pull up the account. ( 1h 0m 48s ) Joseph perilli: [protected] ss 4194 ( 1h 0m 57s ) Ronalyn S: Thanks for authenticating the account. ( 1h 1m 9s ) Joseph perilli: your welcome ( 1h 1m 13s ) Ronalyn S: Is this the new address 2211 W NORTHERN AVE,PUEBLO,CO 81004 ? ( 1h 2m 2s ) Joseph perilli: no it is 2211 w northern #217 phoenix az 85021' ( 1h 2m 33s ) Joseph perilli: northern gardens community is the name of the complex ( 1h 3m 41s ) Joseph perilli: that is 85027 rather than 85021 sorry ( 1h 4m 43s ) Ronalyn S: Thanks ( 1h 4m 48s ) Ronalyn S: Let me check ( 1h 5m 46s ) Joseph perilli: the manager told me CTL is active in the building and that she has and is very happy with the service I found plug receptors both in the living and the bedrooms ( 1h 5m 47s ) Ronalyn S: I'm only getting 2211 W NORTHERN AVE,PHOENIX,AZ 85021 ( 1h 5m 57s ) Ronalyn S: Do you have the unit number> ( 1h 5m 58s ) Ronalyn S: ? ( 1h 6m 2s ) Joseph perilli: 217 ( 1h 7m 1s ) Ronalyn S: So it's 2211 W NORTHERN AVE UNIT 217 PHOENIX, AZ 85021 right? ( 1h 7m 12s ) Joseph perilli: yes that's it ( 1h 7m 39s ) Joseph perilli: oh again that is 85027 rather than 5021 ( 1h 9m 57s ) Ronalyn S: Thanks for the information ( 1h 10m 17s ) Joseph perilli: ur welcome x2 ( 1h 11m 33s ) Ronalyn S: It shows here that we can get you internet up to 940m for $85/mo. This requires a new modem and tech appointment. ( 1h 12m 25s ) Joseph perilli: the offer yesterday was 45 a month for that amount of speed with my using my existing modem ( 1h 12m 47s ) Joseph perilli: it is in the transcript from yesterday and I accepted it ( 1h 14m 5s ) Joseph perilli: I have been with ctl and its predecessors since 1993 having paid regularly for over 450 months ( 1h 14m 22s ) Joseph perilli: my family was with the predecessors since 1976 ( 1h 15m 10s ) Ronalyn S: it shows here that the order that you agreed yesterday is for restoration and not for the move order. ( 1h 15m 18s ) Ronalyn S: That's why it's just 12m for $45/mo. ( 1h 15m 32s ) Joseph perilli: I am a very low income senior citizen and cox has indicated that they have a $30

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monthly subsidy for low income people ( 1h 15m 36s ) Ronalyn S: At the new address, 12m speed is no longer available. ( 1h 16m 36s ) Joseph perilli: that's fine but with my longevity with ctl the price is not at all something that can work I am better off getting a mobile in ternet for $50 monthly ( 1h 17m 12s ) Ronalyn S: I can get you internet up to 30m at the new address for $40/mo for being a loyal customer with us and then, I'll also waive the tech fee for the installation. But, you need to have a new modem. ( 1h 17m 28s ) Ronalyn S: For the new modem, you may lease for $15/mo or purchase for $200. ( 1h 17m 59s ) Joseph perilli: Leet me think about this for a sec ( 1h 18m 15s ) Joseph perilli: how do I get the modem ( 1h 20m 17s ) Ronalyn S: The tech will bring the modem. ( 1h 20m 48s ) Joseph perilli: when is the first day the tach can come ( 1h 21m 16s ) Ronalyn S: To receive your discount your services must remain active with the account in good standing ( 1h 21m 40s ) Joseph perilli: thats fine again when can the tech come to my new apt ( 1h 22m 8s ) Ronalyn S: The earliest available appointment is on August 11. ( 1h 22m 14s ) Joseph perilli: again my account has been in good standing for over 450 months ( 1h 22m 51s ) Joseph perilli: august 11 will be fine, the tech needs to call me at [protected] for me to receive the modem please ( 1h 23m 21s ) Joseph perilli: I will go with the $40 a mon and $15 lease it is likely I will change to purchase in the coming months thanks ( 1h 23m 45s ) Ronalyn S: Got it ( 1h 23m 46s ) Ronalyn S: Your installation is scheduled for Thu, August 11 2022 and your technician is scheduled to arrive between 08:00 AM and 04:00 PM .The tech may need to be there as late as 06:15 PM. If the technician must enter your premise to complete the activation, an adult 18 years of age or older must be present for tech installation which could take 2-6 hours to complete. ( 1h 24m 25s ) Ronalyn S: I am going to add a link which provides the quote and disclosures for your order today into our chat. Please read it carefully including the disclosures after the quote and click . I can answer any questions you have as you read. Okay? ( 1h 24m 50s ) Ronalyn S: HIDEMESSAGE?Link to quote sent: https://clmsg.co/3PikdxT ( 1h 24m 51s ) Ronalyn S: GENERATEQUOTE?a264N00000AGncNQAT ( 1h 24m 53s ) Joseph perilli: I can accommodate all of that on the 11th ( 1h 26m 38s ) Ronalyn S: Great! ( 1h 27m 29s ) Joseph perilli: again I will be 56 and change per month and have the option to purchase the modem in the future right ( 1h 28m 2s ) Joseph perilli: please also tell me how i can receive tech support if I need it ( 1h 28m 3s ) Ronalyn S: Thanks for approving the order. Your order number is [protected]. Other information will be sent to your email address. ( 1h 28m 11s ) Ronalyn S: Yes, you're correct. ( 1h 28m 42s ) Ronalyn S: It will be $40/mo for the internet up to 30m, lease modem for $15/mo and free tech appointment for installation. ( 1h 28m 56s ) Ronalyn S: If you purchase the modem, it will be $40/mo. ( 1h 29m 46s ) Joseph perilli: will that be for 5 months and then the modem is mine or how ong ( 1h 30m 3s ) Ronalyn S: As long as you lease it, it will be a leased one.. ( 1h 30m 26s ) Joseph perilli: ok I will get back in contact if I want to move to buying ( 1h 30m 46s ) Ronalyn S: I appreciate the opportunity to help you today. At the end of our chat session, you will be asked to provide feedback about your experience today. My goal is to resolve all of your concerns. Is there anything else I can do to earn a perfect score? ( 1h 31m 22s )

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Joseph perilli: again plz ask the tech to call me at [protected] to give me te modem

and to gain access if necessary to the building ( 1h 31m 39s ) Joseph perilli: yes if I need tech support what do I do ( 1h 33m 19s ) Ronalyn S: Nothing to worry, your phone number is in the order. They'll also notify you on the day of the appointment about their estimated time of arrival. ( 1h 33m 34s ) Ronalyn S: Just contact us back so that we can connect you to the Tech Team. ( 1h 33m 41s ) Ronalyn S: Anything else I can do for you? ( 1h 34m 13s ) Joseph perilli: no that does it I will give you high marks in the survey all the best Joe Perilli ( 1h 34m 39s ) Ronalyn S: Thanks and it's my pleasure to assist you. ( 1h 34m 44s ) Ronalyn S: Thanks for choosing CenturyLink!

I have a ticket #[protected], to date, no one has contacted me.

I put in a previous complaint, but agent contact me during a period when I was away and not reachable. When I returned I had to open another complaint. Number given above.

It is strange where after 2 days you can close a case and yet we have been having continuous internet dropping for over 2 months now if not longer. I did not seek support until the beginning of August when it got really bad. The primary reason for this was road work being done in area and the reburying of electrical wires in neighborhood which I thought could have contributed to the problem. Waited until work was done, issue still there.

Please pull up account [protected] and review history. Chats are nonproductive and the phone support is even worse. Customer care is terrible. We still want reliable internet please.

They don't wanna deal wit anyone right they're Arabs and India that we deal with does Americans pay them cheaper then an American? And they don't wanna deal with us or what you guys are awful.. waited 2wks for a new modem which I needed ASAP but no! CenturyLink don't care at all. We need to maybe change our service cuz these guys don't care if we pay and need service from them they ignore us and just hang up on us too. We need respect from them it's our money that keeps them going maybe if we stop and go with Comcast or Metro we'll get somewhere let them shutdown

Yesterday, CenturyLink randomly canceled my internet account at 4:30pm. No reason (I actually have a credit on my account so it certainly wasn't billing)

I had to go through several hours of chat bots trying to get a real person. When I finally did (only through chat, they don't actually have live people to talk to you) I was told they would send a technician out in a week! I work from home, a week is not acceptable. Also, I don't need a technician, all equipment and service was working fine. They turned the service off remotely, but some some unknown reason they can't turn it back on. I repeatedly had to ask to escalate the issue.

They gave me a phone number to call which kept telling me I didn't have an account and to call the number on my bill - which was the number I was calling. I decided to try and go through the "set up new service" option and the only option was to Press 1 to receive a text message to chat with someone. Then I was circled back to the beginning of the process. - This happened several times trying to navigate the phone system. I decided to go ahead and press 1 - I got a text sending me a link back to the chat bot.

I was also told to call between 8am and 5pm (I start work at 6am) - but even then I got the same circular phone hell. They even say at the start of the call that "You can connect with a representative at any time by saying 'representative'" Needless to say, this does not work and the computer doesn't understand you when you say that - they just want your phone number again.

I have spent over 6 hours trying to resolve this and nothing. I finally got an "unresolved issue" email saying "Sorry your having problems, we'll get to you soon." I have one other email saying they will do all they can to fix the issue. Really?

I am pretty sure they could assign a technician to go and flip the switch (or whatever) with minimal downtime in that person's schedule. To wait a week to solve an issue they caused is ridiculous!

My mothers (Peggy Sizemore, [protected]) phone quit working on Friday 08/26/2022 and I called in for repair. She is 92 years old and needs her phone for medical alert in case of emergency. The person that I talked to set up repair for Tuesday 08/30/2022 which considering the circumstances is unacceptable. I tried to explain to her that it could be the difference between life and death. All she could say that she was sorry for that. If you people can't do any more than that for seniors, you have some very sick moral values. You should have emergency repair services for seniors that depend on phone service for safety. The way you take care of your customers suck. I'm also going to see if I can file a complaint with the Attorney General over this.

I have been without internet since August 12. This is the second time I’ve waited for repair for over 2 weeks. I was told and given a repair ticket for today and after chatting with a representative. I was told that no one will be here today as there are an outage in the area. This is simply not true! I have asked all over our small town and we are the only ones without service.

Very weak for a high price every month. Old switches go bad and never replaced with new. The elite make too much money and the workers are worked to the bone. We tried for several years to get them to work on our lines but they laughed at us and left us a 2.5 Mb. and no up load. Service techs are hard to get ahold of. People from other countries trying to talk to you and missing the point or trained to purposly miss the point of the issue. I have to cakk for new service to get ahold of anyone that you can understand. And centurylink just don't care. But they are acompany that is hurting this country like the democrats and there woke agenda. Sad to see what Mountain Bell turned into. Soon we will be dropping our home phone too. Cost twice as much as cell phone service and it is very staticy service anyways. 28 years i have paid them for the crappy service. I guess I am the idiot for letting it happen.