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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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M
7:51 pm EDT

CenturyLink internet service + customer service

I've been bounced around for nearly an hour and still working to try and get any kind of employee on the phone to be able to help provide me an answer. I've been transferred 4 different times, to three different people and been disconnected and had to call back and wait on hold due to the disconnection with no call back. Beyond frustrating. All I'm trying to figure out is how to clear my cache/memory on an in unit built in modem/router in an apartment complex. At this point I'm extremely close to shutting down my account with you and finding a new provider. Ridiculous

Desired outcome: someone competent to answer some simple questions for me

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G
7:32 pm EDT

CenturyLink Worst company ever

I had two different appointments to have my internet hooked up. They did not contact me to tell me they were not showing up or explain what the problem was. Now they're trying to say there is internet under another name at my home and I need to get it figured out in order to get internet through them. I am not doing their job for them. They took money out of my account for the hookup and I am still waiting to get it back! This company is the worst!

Desired outcome: Someone needs to take over this company that will do the work

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G
11:35 am EDT

CenturyLink Faulty billing, no response from customer service and/or response to letters/justification

On 1/28 I received a bill for Direct Tv from Centurylink that was nearly double. I called Cust. Serv. and they connected me with someone who gave me a DISH plan that I could afford. They send me a confirmation and return label for the modem which I returned on 2/2. They kept billing me, adding late charges. I called numerous times, two people said someone would call me, two more just hung up on me. My letters with copies were disregarded. AT&T send me a credit balance, but CL discontinued my internet in June even though I paid $122.22 each month. My balance (according to CL) is now $548.88. HELP!

Desired outcome: Drop the charges that were not incurred by me.

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O
1:44 pm EDT

CenturyLink Business phone service

We are a place of business in Auto Sales having phone service is extremely important to keeping our company going, Our phone lines have been down going on the last 2 months June 2021 till now August 12, 2021, We have tried several times calling in for a technician and problem still not resolved we have been paying our high bill every month without ever going 1 day past due.
The customer service people send us appointments for a tech to come they NEVER arrive then they notify that the ticket has been complete, so much lying I can't seem to get anyone to help us. Not customer service not technicians. We are still no service I need help getting someone to listen or refund us every penny that has been paid. I'm on the phone EVERYDAY with customer service but they don't care and technicians are closing tickets and saying that they completed the issue. WE have not seen not ONE technician step foot in our gate outside the office where the lines are.
My next step is to call 3 on your side see if they can help me provide service that i already paid for.

Desired outcome: I want the issued fixed and refund last 2 months

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C
11:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

CenturyLink Length of time to get repair

My parents are 95 and 92. Daddy is on hospice. Who knew we had to file this with a phone company in order to get fast service?!?!?! Especially when dealing with end of life issues.
Their phone has been dead since Aug 6, 2021. The repair is scheduled for Friday, Aug 13! They cannot be without a phone! If daddy falls, and mom is there alone she must be able to call for help!
I cannot imagine that any company would not help 90 year old people that have been paying for this phone number for 65 years!
Pitiful!

Desired outcome: Faster service

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C
2:51 pm EDT

CenturyLink Internet

You just downgraded my Internet speed against my wishes. Our family can no longer work out of our house due to this. I have been paying for a service speed that I am no longer being provided with. What can you do for me? Also I spoke with one of your technician supervisors, Tom Leet, and he hung up on me when I asked to speak with his supervisor. That doesn't leave a very good impression of CENTURYLINK. I would prefer for you to increase my internet speed back to what it was. I would also like a refund for not receiving the service I was paying for.

Desired outcome: Internet speed increased back to what it was.

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R
9:52 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

CenturyLink Trying to port over my centurylink landline to spectrum.

I have been a customer with Centurylink for many years and many different company names. I have had phone and internet and have always had miscommunication with different service. You would advertise a speed for internet - I would sign up with sales for an improved speed and the tech would come out and say he can't do it because of your old equipment. My most recent experience with has been trying to port over my landline [protected]) starting May 26th. I stopped counting at 7 the number of times I have talked with Spectrum or Centurylink or conference calls with both. Every time Spectrum request to port my landline from you they get an error on the information sent that Centurylink told me they needed to port the number over. Told a number of times to give my Centurylink Account #[protected] my name Richard Nice and some say last 4 of my SS# or another time give your "authentication code" 3946 or change mt password to a new number 2841. All of these fail and come back to Spectrum as "error" with no explanation how to correct the error. So if you wonder why I am trying to quit Centurylink maybe this will give you the reason and this is to say nothing of your cost. When I make a call to you to figure out what I am doing wrong I am transferred 2, 3, or 4 times to get me to a person that can help me with my issue and each time waiting to talk with a human instead of listen to your ads for new service while I am waiting. I even tried chating tonight on the web page and was transferred 3 times and then told me nobody can help to call customer service. You have some very serious problems listening to your customers. Part of the recordings I keep hearing is that "this call may be recorded for quality" - I would like to hear all of my calls to all your different departments trying to resolve my problem.

Desired outcome: Port my number to Spectrum

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A
12:11 pm EDT

CenturyLink At ease

I have at ease advance for years contacted century link 7/6/21 re trojan spyware alert on desk top computer. Today is 7/8/21 and have spoke with 5 different agents and two supervisors. Every one is telling me that someone will call me back and this is 3rd day with no call back whatsoever. This service is terrible. Century link used to be a good company any problems they was on it but not any more. Very very very disappointed in century link at ease

Desired outcome: Some one to call me and give service that I pay for

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J
5:39 pm EDT
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CenturyLink Phone Line disconnected restored wrong line unauthorized

My account number is 480-926-2233493R. The phone number associated with this account is [protected] and the piggyback number is [protected]. I pay $4.80/month for the custom ring for [protected].
Thisis not a separate phone line. On June 17th I called Century Link to find out why my Emergency Broadband application kept getting rejected. They indicated I needed to upgrade my Internet. I upgraded from 20mbps to 60 mbps. On June 21st I found out from my accounting clients my piggybacked fax number of [protected] was not working. I called several times the week of the 21st for resolution.
I kept getting a message that my number [protected] was disconnected. The message then changed to the number was active to to try my call again.
On July 6th I received 2 confirmations of changes neither of which I authorized. One of the changes was the addition of a new line with a number I have never heard of [protected] with an estimated bill of $110.61. The next unauthorized charge was making my [protected] a number that looks like a primary number with a separate charge of approximately $124.54/month.
My number should be [protected], my fax custom ring piggybacked number for $4.80/month is [protected] with no other numbers associated with my acccount.

Desired outcome: This has taken 6-10 hours of phone time so far. I have lost wages due to this. I would like my number of [protected] to be my primary line, my [protected]

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M
10:42 am EDT

CenturyLink Service - burying cable

Century Link had to lay a temporary line when setting up my service. They came back 4 months later to bury said line and during that process they damaged the sprinkler system in front of my unit causing $424 in damages

Century Link needs to pay the HOA $424 for these damages.

Issue check to Chalet 203 Homeowners Association, attention Donna Herrold, c/o Colby Management immediately. Call her at [protected] for more information. Address is. 17220 N Boswell Blvd, suite 140, Sun City, AZ 85373.

Location of damage: 13232 N 98th Ave., Unit G, Sun City, AZ 85351

Desired outcome: Reimbursement for Damages

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D
10:21 am EDT

CenturyLink Internet Service

In the past several years we have had to call you out because of "non-service" or outages but mostly unexplained interruptions in the service. This past year has been even worse. A couple of months ago a Tech was out and exchanged our Modem for an updated version with no change in the service. Every, I mean every day, we have no service between 1:00 pm and about 6 pm. Last time I spoke to Technical Support, the gentleman told me that I had to upgrade my service. I thought to myself upgrade from what from no service to getting uninterrupted service.
We pay our Bill for your service every month without any interruptions but yet your service continues to be poor for us. I have had to change my work schedule because of your service and that was a huge inconvenience for our family and life style.
Thank you

Desired outcome: Proper Connection

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C
9:52 am EDT

CenturyLink I have been waiting almost 6 months to have my internet cable buried.

In the winter when snow was on the ground Centurylink laid a new cable to my residence. It has laid on the ground for months and months. I was given a date of July 1 as the day it would be done. Someone came and looked at it and that was all . So for months we have had to work around this cable. My grandkids have tripped over it, I have had to raise it to mow the lawn. I myself have tripped on it as it lays across my deck. It runs through the neighbors yard and they have dogs tied up that could be tangled in the cable as well. I cannot get any answers to why this is not being taken care of. I continue to be charged each month, but I am not getting any help from Centurylink. i want to be compensated for this total disaster. I have been a customer for many years and cannot believe the inaction of this company. I am very close to leaving.

Desired outcome: Bury the internet cable NOW

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S
6:27 pm EDT

CenturyLink Repeated unsolicited phone calls. Am registered on DO NOT CALL REGISTRY

Repeated unsolicited phone calls from different numbers. Am listed on DO NOT CALL. PLEASE STOP THE CALLS!

These calls interrupt me daily…several times during an hour period all day. Shall I obtain an attorney as I am on the DO NOT CALL LIST but these calls continue.

STOP IMMEDIATELY!

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L
4:30 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

CenturyLink Phone landline

In late August 2020 we ordered and received a business landline. In September we started to have issued with the line that made it impossible to have a call. We have since had several tickets to fix this without success. Centurylink repair, who have been at the property at least 12 times, or more, had confirmed since fall last year that to resolve the issue they would need to dig to repair the ground fault by finding, digging and making the repair from my house to the main of the street. However, to this date they have not done this. Instead they just keep closing the ticket. Then I need to call again to raise the repair request.

In May this year a tech suggested they ask the neighbour to make a "temporary" connection (that they say isn't really allowed) while they fix my ground fault, which was due to take some weeks. So they ran a loose (yes just over the fence, street and our gardens) line and reassured both my neighbour and I it was just short term while they fix the line.

I got a call a few days after this from the dig technician who said: "to be honest that it would be a hassle to dig and suggested and cancel the service". I was quite surprised by this and I asked him : "is it normal to suggest customers go elsewhere because you prefer not to do a repair?" I also asked: "if this is the case why was I not told this several months ago, and can he make a note on the system so that I am able to get a full refund?" To these he replied that not for him I should talk to customer service. When I pressed to say but you are repair and need to up date the ticket will you put what you said in the notes? He said no.

Still waiting to see what happens. A week or so alter I call customer service and was told the ticket was closed (again). And again after explaining the situation they reopen the ticket and send out another tech at the start of June. he was surprised with what he found and send out an update to the supervisor. Last week two tech who have been here before visited (they actually had installed the "temporary line" . I ask what was happening and the reply was something like "it being worked on" . When I explained what I was told by the Technician supervisor (I have his name and number) they just brushed it off. And guess what? they closed the ticket again!

I called today to reopen and again and spoke with Customer service and Repair. But it is clear that centurylInk repair department do not wish to fix my line and have left me with an interim line that not allowed, which they have not noted in the system and so look like I have my normal service resumed, when it has not. Just to add they have full access to the box as it outside and they can and do freely walk in to access, they know this and have so many ti, es.

Now I know they do not intend to fix the ground fault I am fine to cancel the service but would require that the many bills sent be removed and a full refund for payment made be provided.

I have spoken with Repairs, Customer service, billing and Finance. Both Finance and Billing have been very kind but they point you back to customer service have followed up and keep pushing this to repairs who have basically keep opening and closing the ticket without completing the work shutting it down.

What recourse do I have to resolve this?

Desired outcome: If they wont fix the line then to have a full refund and cancel the service.

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A
8:16 am EDT
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CenturyLink Internet

In the last week the provider has been down twice for several hours at a time. Monday it was down for 12hours or more. Now, on Friday, they are down again. Seriously considering Verizon since it doesn't cause problems. CenturyLink is total crap and losing Virginia customers. I've been with them for 50 years. to for a change I guess.

Desired outcome: Get on the ball or shut down!

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J
11:21 am EDT

CenturyLink Bundling of directv and foreign speaking "representatives"

In December DirectTV chose to cut off my services. they said I needed to "upgrade" my equipment. I called CenturyLink, got ahold of someone who did not apparently understand the English language and told them not to pay the DirectTv for January, as my service had been cut off. They paid it anyway. I REFUSE to pay for service I did not receive. Filed several complaints against DirectTV and CenturyLink (btw, NEVER "bundle" services from separate companies). I received a response from Brenda Spence at "corporate" stating they would not cut my phone for not paying the directTv bill... On 6/5/21 I got a disconnect notice. They had put most of the money owed me on to basic (local services), ONLY 7.23 towards direct tv (when the total amount "past due" was ONLY for direct tv). I have attempted to contact Ms. Spence several times but only get voicemail and no return calls. If they employed people who actually UNDERSTOOD and spoke the English language correctly so that they understand and Americans understand them, this issue would not have happened, yet when you try to get an English speaking person you are on the phone for hours at a time.

Desired outcome: Do not cut my phone service off because CenturyLink paid DirectTv when they were told not to

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R
12:33 pm EDT
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CenturyLink The rude and hateful customer service attendant I spoke with

She refused to put me through to a manager. Continued to cut me off when I was speaking and telling me I was wrong. Advised me that she was not going to help with the billing issues and when I told her I was recording our conversation, just like they are, she told me I could not speak to her manager and that she was making a note and that I was not allowed to record the call.

Desired outcome: Want her reprimanded and a good supervisor to make contact with me

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J
10:42 am EDT

CenturyLink Tech service

Last week I set an appointment for tech help. The new modem causes multiple problems with internet service: one of five surveillance cameras no longer work, and two of four alexa echo dots no longer work. The tech never showed up. I called centurylink to find the appointment had been cancelled but we were not told so we waited all day. Our time is not important to them.
Another appointment is set for today. Again we are expected to wait all day for a tech to show. Instead of waiting and wondering if the appointment is still active and not cancelled as it was last week, I called centurylink to check. There was ansolutely no way I could get past that offensive little man who answers for centurylink. I got nowhere. Centurylink-man hung up on me 4 or 5 or 6 times, refusing to connect me with a human. This is a wretched way to treat customers who pay for service. In fact, this is not service. It is a joke perpetuated on customers who have no other choice for internet. Shame on centurylink!

Desired outcome: CenturyLink is a Thief

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K
8:20 am EDT

CenturyLink Internet

Worst customer service. Spent hours on phone last week for days on end trying to get someone to come out to repair internet. Entire street was out. Said no issues. Can never reach a person. Offer online chat but when you hv no internet you can't online chat! It's ridiculous.
The tech came out last week and said there were ten calls from my street... completely different information from cs. Finally fixed it after days w out service. After working fir five days, back out. Spend two hours on hold w cs. Only to get disconnected and not get call back. Everyone on my street out of service again and we all got different responses. I don't hv time to spend hours snd hours sitting on hold and not get any resolution. They know we hv no other options w internet snd just don't care abt the customers. It's beyond upsetting.

Desired outcome: Better repair service.

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S
9:16 am EDT
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CenturyLink Disruption of Phone Service

My business was without phone service from 05/08/2021 through 05/13/2021. It was reported to Windstream who was helpful with reporting and updates. However representatives with CenturyLink was not helpful. I was continually transferred from one person to the next, each time having to explain entire problem again, each time not getting any answers or anything fixed. This was after trying to navigate through the horrible and completely frustrating phone menu just to speak to a CenturyLink representative. There is no excuse for a business or individual to be without phone service for this long. There is no excuse for having to go through a horrible phone menu to try to speak to someone only to reach multiple customer service representatives who, literally do not care and just transfer you to the next person who does not care.

Desired outcome: Redesign your incoming call system and hire, train employees to actually help customers.

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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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