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2.0 768 Reviews

CenturyLink Complaints Summary

187 Resolved
571 Unresolved
Our verdict: When using services from CenturyLink with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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CenturyLink reviews & complaints 768

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10:30 am EDT
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CenturyLink Internet DSL

We are a small business with CenturyLink internet. We have had intermittent DSL connection for over three months. Today my modem reports 283 retrains in the last 24 hours. 45 of these have occurred between 7:30 am and 10:30 am. We have called repair 4 times in the last 3 months. Every time we spend more than an hour on the phone repeating the exact same complaint, going through the scripted repair tree with the CSR and eventually having a technician dispatched. Each time the technician reports that the problem is with a bad spot in the DSL cable between the hub and our office. Each time they conclude that CenturyLink will contact and outside contractor for the repair as "they don't do that." I can see the hub (on the back of the church next door) from my office. In the preceding three plus months, nothing has been done. I cannot explain how frustrating it is for the internet to kick out in the middle of a long government form that I am trying to fill out, only to have to start from scratch when it kicks out again. I am always refused the opportunity to speak to a supervisor as they never seem to be available. Please help with this

Desired outcome: I would the repair to be completed.

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2:20 pm EDT
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CenturyLink Internet

My line was cut in my yard due to the city digging for a sidewalk. when i called Century Link they could not get someone to my home for 3 days to get this looked at and fixed. they also stated I would be responsible for the cost. The guy digging stated Century Link was supposed to mark where my lines were (as they had with a few houses on the street) but they did not for my home) so that is why my line ended up being cut) he stated that he had reported it and they they should have some one come out right away. When I called again Century link automated line only gave me to option to keep my original appointment and I could not speak to an actual person about this. I work from home and this is not acceptable . This could have been avoided have they done thier job and marked my line before the digging had been done like they were supposed to and now they make me wait for the fix.

Desired outcome: I would like a tech to come and fix this sooner than 3 days between 9 and 5 pm.

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3:30 pm EDT

CenturyLink Internet/phone customer service

The technicians I have had come twice to my home to install a basic phone line do not have correct orders when they show up. None of them knew what to do. I have them come 2 times in one week. One came 1 minute after they said they would arrive in 30 mins, therefore my dogs were not out away and the man flipped out! He was rude and condescending. I have a written order and he had no idea what to do. I am processing to get the lowest band width and will be switching companies next week after I start my in-home position with my job.. I have never been so furious with a company and the lack of integrity. I will not be getting what I ordered and what was agreed upon.

Desired outcome: I want this fixed and installed as told. I want them to show up when they tell you. I want techs who have correct orders and know what they are doing. Your service window of 8 hours is ridiculous.

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11:03 pm EDT
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CenturyLink centurylink email

I've had centurylink email for several years now. It had worked well until recently. They supposedly UPGRADED the service. I've had nothing but problems with it since then. Emails from important sources have failed to get to me. Emails from credit card agencies informing me about my statements or my local library informing me about books on hold or due have been filtered out by this UPDATED email service. I've tried to contact centurylink email support, but they have no phone number and their CHAT line is a JOKE. I go to their email support and get two options. One is to send an email to the support team. I do that. They reply by giving me a list of links to USELESS self help articles or instructing me to contact their CHAT line. I try the CHAT line and am put on a que list that never gets to me. Que being a waiting list to chat. Before the que gets to me, I'm disconnected from the chat. The second option is to join the CHAT line which goes as I described above.

Desired outcome: TALK TO A PERSON WHO WILL SOLVE MY PROBLEM, NOT A CHAT. I have already set up an new email account with someone else. I now getting my important emails.

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4:36 pm EDT
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CenturyLink Internet

I cannot get anyone at Centurylink who speaks English well enough to understand that my internet is not working. Doesn't matter who I contact it is the same thing over and over again. I am paying for services not rendered and I am getting really tired of the complete runaround I have been getting.

I have tried numerous times today: April 7, 2023 from 2:00-2:30 MDT to get a representative in the United States. I am being told that there is noone in the US that can help me.

Desired outcome: I want the services I am paying for.

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12:37 am EDT

CenturyLink Email service

I had service with CenturyLink for over a decade and they suddenly disabled my email. Thunderbird gives me the message failed to connect. I log into my web based mail and sent myself an e-mail and got a message (your compose function has been disabled for suspected spam activity) I only sent one e-mail with a [censored]ute video to three recipients. [censored]ute.com/video/7Pto0ixf6gyc/ my e-mail was promptly shut down.

It's now after hours and I have to wait till tomorrow to do call the support. I've had a similar experience with Basic ISP dial up service over a decade ago and dropped them. Reading the above complaint I suspect I'll get the same BS and I'll be looking for another ISP.

Desired outcome: Activate my e-mail function immediately

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6:14 pm EDT

CenturyLink Email

Two weeks (14 days) ago CenturyLink “disabled” my email account for “suspected SPAM abuse”. I have had this email account for over 20 years, having originally contracted with Qwest. My use of the system has not changed at all during this time. For the past 14 days I have made repeated requests via the CenturyLink “customer support” web chat feature to reactivate my account, each time providing contact information, i.e. home phone, cell, alternate email. I have heard nothing. No response. Finally, as a last resort, I Googled the CenturyLink “retention department” at [protected] where I actually talked with a broken-English-speaking person. The retention department turns out to be an offshore “support function”. After a few keyboard clicks the very pleasant tech support person told me my account was operating normally. When I told her that I had just attempted to send an email and received an error message she reluctantly said that they do not have access to the “complete database” so she needed to send a “high priority” support request to CenturyLink customer support and they should reply in 24 to 48 hours (as opposed to “up to 72 hours” on their support web site). I’m through with CenturyLink because they simply don’t care. I must now begin planning for a new email provider after all these years. Since your email address is frequently also your user ID for many applications, this will be no small undertaking, believe me.

Desired outcome: Resolution

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12:35 pm EST

CenturyLink Leased modem charge

Unresolved Issue: Case [protected]

I canceled my service on or about Jan 12, 2023. Previous bills were online statements and were paid with auto pay. My only service was internet and the bills were consistent, so I never reviewed my online bills. After canceling, I received a bill for Jan 28 - Feb 04 for $14.78, this period is after I canceled my service. I received a paper bill for this $14.78 and noticed that I was being charged for modem lease. I have not leased a CenturyLink modem since late 2018. I have supplied CenturyLink with a copy of the modem that I purchased from Amazon and a photo of the modem.

CenturyLink claims that they never received a returned modem that I had leased prior to Oct 2018. Due to their billing inaccuracies, I have great doubts that record of the returned modem is reliable. I did not have a leased modem and the only proof of this is the purchase of the modem that I have used for the past 4 - 5 years.

They did not request that I return the modem when I canceled until I pressed them for a refund of the lease money. CenturyLink has even attempted to show me a form letter requesting that I return the modem, but it states IF YOU HAVE LEASED EQUIPMENT.

Here is the last comment from CenturyLink:

"There's no record of the modem being returned. We do have where the modem was shipped to you, but nothing where it was sent back. I've discussed it with my supervisor, and we will not be able to provide a refund. It is outside the 60-day window in our subscriber agreement, and no proof was provided that the modem was returned."

I don't have proof of returning the modem, but I would not of had any need of keeping it.

Desired outcome: Please refund the lease charge of $10/mo for months since Oct of 2018.

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4:37 pm EST
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CenturyLink Porting phone number to a wireless carrier

Centurylink does not honor a request by Safelink to port my phone number a week ago now.
Centurylink admits in an email to me,
"We checked you line and it can be ported out at anytime it has no Local service freeze on it or pending orders so its free to change over to your new company. It is a land line so it has no PIN number and will be released to whoever requests it."
They simply will not do it.
I've wasted dozens of hours with both Centurylink and Safelink. Centurylink’s idea of “customer service” is to wear us out to the point where we give up. But Centurylink won’t let go of us when we try to leave and keep our number. This is very dishonest.

Desired outcome: I need Centurylink to honor Safellink's request to port my number.

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8:29 pm EST
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CenturyLink Disabled my ability to compose, send and reply to emails!

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

Desired outcome: CenturyLink needs to reactivate/unfreeze the COMPOSE feature. CenturyLink says live chat is the quickest most efficient way to have your issue resolved. THERE MUST BE AN ALTERNATIVEOTHER WAY IF ONLINE CHAT DOES NOT WORK!

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8:39 pm EST

CenturyLink Installation of internet

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

Desired outcome: My money back they breeched a verbal contract. I will take my business elsewhere.

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Update by Willy 9732
Feb 13, 2023 8:42 pm EST

Poor customer service and deceiving advertising.

They will not last long the way they conduct business.

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11:30 am EST
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CenturyLink Business voip

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

Desired outcome: I would like our phone number to be ported to Verizon, and be credited for 3 months of billing that we didn't have phone service.

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Resolved

CenturyLink credited me for the month that we paid for and didn't get service. The phone number is lost because it "snapped back" to the original company that had that number (when I cancelled the account before the number finished porting).

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3:25 pm EST
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CenturyLink Service from centurylink email

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

Desired outcome: Getting all my emails and emails from my vendors without being shut completely out of my account

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12:51 pm EST
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CenturyLink Email compose feature frozen

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

Desired outcome: I'd appreciate a responce from Centurylink....In fact I must have a responce on when they will unfreeze the compose feature

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12:11 pm EST

CenturyLink CentryLink Internet "service"

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

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

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

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

Desired outcome: Credit for services unused and working internet.

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3:15 pm EST

CenturyLink Improper installation of attachment point for coax cable on home

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

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

Desired outcome: Weatherproof existing attachment point, demolish current plaster and lathe in closet in order to mitigate any mold/fungus growing. Repair and restore wall to original condition.

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1:14 am EST

CenturyLink No Centurylink phone service for 2 months.

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

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

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

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

Desired outcome: Repair the line asap.

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8:16 pm EST

CenturyLink Internet service disconnect.

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

Desired outcome: File a correction with the credit bureau and send me a final bill.

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8:27 pm EST
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CenturyLink Home phone

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

Desired outcome: Minimum 2 months of free or reimbursed home phone service ($90 plus taxes and other fees).

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4:56 pm EST

CenturyLink Being charged for something I was told would cost me nothing.

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

Desired outcome: I want my money Refunded! No lt credited. Please.

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CenturyLink Customer Reviews Overview

CenturyLink is a telecommunications company that provides internet, phone, and TV services to residential and business customers. The company has received mixed reviews from its customers, with both positive and negative feedback.

One of the positive points of CenturyLink is its reliable internet service. Many customers have reported that they are satisfied with the speed and consistency of their internet connection. The company also offers a variety of internet plans to fit different needs and budgets.

Another positive aspect of CenturyLink is its customer service. The company has a dedicated support team that is available 24/7 to assist customers with any issues they may have. Many customers have praised the company's customer service representatives for being knowledgeable and helpful.

CenturyLink's TV service has also received positive reviews from customers. The company offers a range of channels and packages, including premium channels like HBO and Showtime. Customers have reported that the picture quality is excellent and that the service is easy to use.

However, some customers have reported negative experiences with CenturyLink. One common complaint is that the company's billing practices can be confusing and difficult to understand. Some customers have also reported issues with service outages and slow internet speeds.

Overall, CenturyLink has both positive and negative reviews from its customers. While the company has received praise for its reliable internet service, good customer service, and quality TV offerings, some customers have reported issues with billing and service outages.

CenturyLink In-depth Review

Overview: CenturyLink is a telecommunications company that provides a wide range of services and products to both residential and business customers. With a rich history and extensive reach, CenturyLink has established itself as a major player in the industry.

Service Quality: CenturyLink's services are known for their reliability and consistency. Customer satisfaction and feedback regarding service quality are generally positive, with many customers praising the company's commitment to delivering a seamless experience. When compared to competitors, CenturyLink's service performance stands out.

Pricing and Value: CenturyLink offers competitive pricing and affordability across its range of services. The company's pricing structure is transparent, and customers find good value for money in the services provided. In comparison to competitors, CenturyLink's pricing and value proposition are strong.

Network Coverage: CenturyLink boasts an extensive network coverage and availability. The company's reach and accessibility in different regions are commendable, ensuring that customers can enjoy reliable connectivity wherever they are. When compared to competitors, CenturyLink's network coverage and reliability are impressive.

Customer Support: CenturyLink's customer support services are highly regarded. The company's response times are prompt, and support channels are readily available and effective. In comparison to competitors, CenturyLink excels in terms of customer support quality.

Technology and Innovation: CenturyLink is committed to technological advancements and innovations. The company stays up-to-date with industry trends, ensuring that customers benefit from the latest technologies. When compared to competitors, CenturyLink's technological capabilities are noteworthy.

Security and Privacy: CenturyLink prioritizes security measures and data protection policies. The company is dedicated to safeguarding customer information and has robust security practices in place. In comparison to competitors, CenturyLink's security and privacy practices are commendable.

Overall User Experience: CenturyLink provides an overall positive user experience. Customers and industry experts alike have provided feedback that highlights the company's strong performance and suitability for users. CenturyLink's commitment to service quality, affordability, network coverage, customer support, technology, and security contribute to its positive reputation.

Pros and Cons:

  • Pros:
    • Reliable and consistent services
    • Competitive pricing and affordability
    • Extensive network coverage and availability
    • Excellent customer support services
    • Commitment to technological advancements
    • Strong security measures and data protection
  • Cons:
    • May face competition from other providers in certain regions
    • Some customers may experience occasional service disruptions

Recommendations:

  • CenturyLink could further enhance its services by expanding its network coverage in areas where competition is high.
  • The company could consider implementing additional measures to minimize service disruptions and improve overall reliability.
  • CenturyLink's services are well-suited for both residential and business customers, particularly those who prioritize reliability, affordability, and excellent customer support.
  • Industries that heavily rely on seamless connectivity, such as remote working, e-commerce, and online gaming, can greatly benefit from CenturyLink's services.
  • Overall, CenturyLink is a reputable telecommunications provider that offers reliable services, competitive pricing, and excellent customer support. Users considering CenturyLink can expect a positive experience.
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Contact CenturyLink customer service

Phone numbers

+1 (800) 244-1111 +1 (877) 348-9005 More phone numbers

Website

www.centurylink.com

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