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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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R
2:33 pm EDT

CenturyLink customer service here is some of the worst i've ever experienced

I have been dealing with a billing issue since June 2015. It has taken as long as 2 hours to get through to customer service. Because I have never missed a payment with this company, I am in their "Loyalty Program". Apparently, being a good paying, loyal customer means we get lied to over and over and left on hold. My bill increased from $142 to $177. They frequently have "discounts" but make the customer call every 5 months to check to see what they are, rather than implementing it for their good customers. I first called on June 13, 2015 and they said they would adjust the bill. The next bill was about $7 higher but I just let it go. I then called again on August 14th. They promised to reduce the bill of $177.37 by $30 in discounts. In Sept. I received yet another bill but for $166.36. I called again and spent the entire morning on the line (9-15-15). They issued a case number for me in August so I had them refer to that and I was very angry for the treatment and failure to follow through. I was told that it took an additional 30 days for the discounts to post but I was assured that my bill would be reduced to about $142. My October bill has arrived and no adjustments have been made. I want the adjustments to be made and applied retro-actively. The customer service here is some of the worst I've ever experienced. It is impossible to complain any further than the service rep. So you must sit on hold for hours to re-hash the same issues.

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R
11:05 pm EDT

CenturyLink wrong number listed for centurylink support

Scam!

Yesterday, I made a call to what I thought was Centurylink support. The number listed off Google was [protected]. I gave the guy the OK to come into my computer to track the problem…Which was not getting mail. Ive had this done before so was OK, until he showed me some screen with some sort of intruder that had invaded my husbands computer … For 249.00 he would set me up correcting it with a new driver? I must say, I had a bad feeling, but continued…I was to take check to the bank get a tracking #, then call [protected]. Well guess what? I fell for the scam, but the end result turned around, after making contact with a REAL CenturyLink employee, by the name of Bob Weber {robert.[protected]@centurylink.com. His ID AB13348. The best customer service representative I’ve dealt with in a very long time. His patience was what I needed, knowing I had done what I’m very aware of that goes on out there. My husband was able to retrieve from the PO the check, so we felt much safer.

I know this happens much to frequent, but wanted to report anyway.

Thank you
Please let Bob know how much he saved my day!

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R
5:18 pm EDT

CenturyLink their service is beyond slow and unreliable

this company is engaging in deceptive practices! They never mention contract when you call them and in fact they ADVERTISE no commitment service but when you try to disconnect they pull the "verbal contract" BS! They cannot produce a call, a date or a written notice of terms where a customer agreed to be committed (or under contract), but will still bill you for a deactivation (contact termination) fee each month!

Their customer service is HORRIBLE, I've waited at least 15 minutes on hold each and every time I've called and then got someone hard to understand, and not informed. Not to mention their service is beyond SLOW AND UNRELIABLE, do not use Centurylink PERIOD,

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M
5:04 pm EDT

CenturyLink landline monopoly

Horrific customer "service." Rude, unprofessional onshore, offshore, language. Missed installation appointment by technician and cannot get charges removed. Hours on phone being transferred, hung up on, "chatting" and emailing. If you need a landline for work and Century link your only choice, I am truly sorry for what you are about to experience.

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Onsmart
, US
Sep 19, 2015 9:43 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Your ace in the hole is a well crafted letter to the office of the President. Just figure up what they owe you and request a credit for that amount. Be fair, reasonable, and as brief as possible.

Keep in mind that there are 2 major types of credits that you might receive. A pro-rata credit is the result of lowering the monthly service charges and will appear on the next billing cycle. The second type of credit is a direct credit and lowers your outstanding balance. Take into consideration the billing cycle dates and you will be okay.

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I
3:44 pm EDT

CenturyLink landline

If your job requires you to have a landline in your home and CenturyLink is your only option, I'm sorry. You will spend many many hours on the phone with customer "service." You will be transferred all over the globe, eventually hung up on and treated horribly. You will be overcharged, incorrectly charged, your pleas ignored. An ongoing nightmare.

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R
3:27 am EDT

CenturyLink high speed internet unstable

I have tried several times to send an email (below error) to Tech Support and received this error:
I
Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator, [protected]@selfservice.centurytel.com and inform them of the time the error occurred, and anything you might have done that may have caused the error.
More information about this error may be available in the server error log.

I ordered 10 mpb of high speed internet on the 20th of August. There is a pattern that is causing our speed to continue to drop to 1.49 upload/.25 download every couple of days. You should have several repair tickets on file for this issue, of which none have solved the problem permanently, even after a Tech Lead rebuilt my account at least twice. The last call for repair was on Sept 7th. This time the Rep had us log in to our modem to check the DSL Power an DSL Status then submitted another provision request, stating "they may have to move my account to a different port". The speed came back up to 7.18 upload/.79 download that evening, fluctuating between this speed and 6.96 download/.78 upload until 2:06 AM this morning on 9-10. It is now back down to 1.50 download/.26 upload. Each time this happens, rebooting the modem does not resolve the issue. I would really like to get our internet speed corrected to 10 mpb permanently. I should not have to make a call to Tech support every couple of days for this service. Please reply when you have corrected the problem and let me know if this is going to be permanent. Thank you!

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J
3:28 pm EDT
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CenturyLink prism tv and billing

Prism TV experience…….First the billing; to sign up was offered great promotions for a year. At 7 months promotions dropped off and for the month prior I was peppered with emails and mailer cards pushing me to auto-pay, curious? Of course I called C.S. to ask why my bill jumped so dramatically, I was told the price went up. I was looking at my bill online and knew why it went up so I asked the rep the date of the Prism TV install, she gave a date 7 months ago. I asked if she was sure it was a price increase, she said absolutely. She then told me if I signed up for auto-pay she could take $15.00 per month off my bill, I went along with her on it and was given conformation #. She didn't know I knew the discount was only $5.00. I then asked for a supervisor. I asked him why my bill went up, he couldn't figure it out, I told him the rep said the price went up and asked him when it was installed, he then saw the issue. I told him about the $15.00 off for auto-pay, he said there is no record of it being added. I was given a new bill amount and told it would be that much every month. For the next 3 months it was much higher in different amounts. I called each month and was apologized to and given a new promotion off the bill ongoing which would disappear the next month. 4/17/15 I called and was given a guarantee of a set amount for 24 months along with another apology, 5/15/15 received bill that was $40.00 more than promised. I called and was told I've received too many promotions, I told the rep all promotions were offered, I didn't ask for them. I was told the $40.00 increase was a cancelation fee, I never cancelled anything. I was given a different amount it would be every month and was treated rudely. 7/25 my 1 year contract is up. NO MORE PRISM!
FINAL PRISM BILL $169.07; had $125.00 early cancel fee even though the year was up, it also had a mistaken charge for modem that had been returned. I had to go thru 3 C.S. reps to a manager before it was figured out, final bill total: $13.06.
As for picture; it was clear but it froze constantly. When you go to another channel, the one you're watching freezes for 3-5 seconds before it changes, it's supposed to be instant. I push the guide button it flashes on the screen and then disappears; it takes 2-3 times to make it stay on the screen. Scrolling thru the channel guide you'll let off the button at the channel you want and it keeps scrolling by itself. Called, they said reset the modem, did it but didn't do squat. I was hooked to their fiber optics system. Gone back to Dish Network where there's no B.S.
I do not recommend Prism TV with Century Link.

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B
9:14 am EDT

CenturyLink overcharging, fraudulent charges

8/28/2015 My complaint with CenturyLink stems from the incorrect billing, overcharging, and fraudulent charges. Every month after receiving my bill online, I pay my bill directly online from my bank (CenturyLink wants my account number, which is never going to happen)...I assume they are making a killing from customers who do trust them with this information. Late charges have been added to my bill for the last three months even though my bill has been paid before I receive my paper bill in the mail. This results in a long, irritating phone call to CenturyLink to explain the situation and after much transferring they say it is cleared up and give me the amount to pay. The next month, same story. I am fed up and am waiting for the opportunity to have another option. My internet speed was increased from a speed of 1.5 mb to 3.0 mb...CenturyLink charges $5 a month for this huge increase in speed (joke). CenturyLink informed me that if I include long distance on my home phone it would save because I would be "bundling"...another joke...taxes and fees are also added to the long distance part of the bill in addition to the taxes and fees that are already part of the bill...I don't use my home phone for long distance so I informed them that I want to discontinue the long distance feature...they said, "Then your bill will increase because this is part of your bundle and the bill would go up dramatically...Sick of this company and their thieving ways.

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B
8:45 am EDT

CenturyLink slow internet in rural area (peyton, co)

We live in about 15 miles from Colorado Springs CO, in a small town called Peyton. The problem is that CenturyLink only offers 1.5mb internet here. I have called them many times, getting a variety of answers. One time they said that an upgrade was in the works, but the other 6-7 times that I have called they said that nothing is planned (just calling CenturyLink is an adventure - long hold times, dropped calls, snotty people).

I know that other in my development have the same issue - there are about 70-80 households (upscale houses) that have the same issue.

I have a friend who lives about 5 miles east of here in Black Forest CO, who has 25mb internet with CenturyLink.

What can we do? There are no other options except satellite internet, which in my experience is ... glacial. The local cable TV company isn't out here (and probably won't be because of the "lot size").

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4:57 pm EDT

CenturyLink contract termination fee

I have been a Centurylink internet customer for about a year and a half, since January 2014. When I moved to AZ from RI, my intention was to continue with my previous ISP - Cox. However, it was then that I got to know about Centurylink and their "so-called" amazing speeds at affordable prices offers. When I called up to inquire, the gentleman who was my sales rep, told me that they offered 40Mbps speed with one year contracts at $30.00 a month, which sounded too good an offer to pass up. However, the icing on the cake was the contract terms itself. I was told that, in case I had to relocate to an area where there was no Centurylink service, I would not be charged a lease break penalty. The gentleman even humored me with a story where he said people faked moving to Canada so that they did not have to pay the contract breakage penalty. Last week, I left the United States and relocated back to India. So, when I called up for my "no-penalty-for-relocation-since-moving-out-of-the-country", I was in for a rude shock. The reps insisted that there was no such deal and argued that I pay the fee no matter what. I even talked to a point of escalation and this lady too rather rudely said that I had to pay up. She even refused to acknowledge that their own reps had made the sale with this as the highlight of their selling points. I do not intend to pay for a contract break that I was incidentally told I will not be liable for. I'm willing to pay for my final month's service, but that's where I draw the line. I am not the only one falling for this hoax. Apparently, many of my friends have had this experience where they sign-up thinking there is no contract breakage penalty (as we are all immigrant workers who end up relocating within and outside the US in as little as 2 weeks notice) but then are taken for a ride by the Centurylink sales and customer service departments who feel, lying to get business isn't such a big deal.

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11:25 pm EDT

CenturyLink fraudulent termination fees

Please be aware of deceptive practices of Century link Internet. After trying to negotiate a cheaper price for their services, I was made an offer of 19.95 per month. The catch was you had to agree to a one year contract, and auto pay and paperless billing. I did not see the problem with that, since I had been a loyal customer for 6 years, and had no desire to change internet companies. The problems began right away in April, when I gave them my card information, and they told me everything had been set up to begin on my next billing cycle. Since then, it has been a nightmare, I kept receiving a higher bill, none of which was automatically taken out of my account. I talked to numerous agents over the next two months, each giving me a different story, and a few even hanging up on me. I was told There was no promotion for that price, I was told, I had failed to sign up for paperless billing, although I had been previously told they had done the paper work. I gave them my banking information on 3 different occasions. The final straw came when they sent me an email saying over $70.00 would be deducted from my account. By that time I had enough, and feel they breached our verbal contact. I Called my bank, closed my card, and called Century link to discontinue service. Of course they tried to talk me into staying a customer, and even found the discrepancies in my bill. but by then my trust was broken. I no longer can trust they have the ability to have access to my banking information. I canceled my services with them. Yesterday I received a notification they would be deducting $255.00 from my account for breach of contract. I called and tried to resolve this issue as it is they, who broke our agreement. I was told it is my problem and they will pursue action to collect the termination fee. I have no recourse but to take them to court. In my opinion, it would be foolish to trust them to have free access to my account. I am disabled, on a fixed income, and cannot afford to pay a bill I don't believe I owe..
Please be wary of giving your banking information to Corporations, who believe they are too big to lose a litigation dispute. This company is out no money, I have paid all my bills in a time manner, and it is unfair they try to ruin my credit rating because of errors on their part.

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T
8:33 pm EDT

CenturyLink billing and service liars

15 years ago Centurylink/Qwest had a bundle deal for us. NOT ONCE IN 14 months was the bill ever correct or the same. We would lose inet service for days at a time and it would take HOURS on the phone to get anywhere, only to do it again when the next bill came. I unbundled the phone service and kept the tv, yet qwest paid the tv the next month when they were not even bundled and I was told to 'sort it out'. I was livid, paid the bill in full on the 12th and moved. A year later we have a collections account from them for the same amount that I paid in the last bill and it said the amount was due 2 days after I had paid in full. I called w/the check number etc, yet there were 4 different excuses why the charge was valid: directv didn't pay them back, oops, we meant that you should have been billed ahead and weren't so there's an extra month (which happened to included the tv fee), then it was that the deposit didn't cover it, then there was no deposit. WTH people?!
We recently moved and needed a land line as my mobile was not working in the mountain town we chose. Directv recommended doing a bundle, because after 15 years they have to be better, right? I called and was VERY clear that I am on a fixed income and the bundle HAS to be less than the $117 for tv and $51 for inet and mobile phone. I was told repeatedly that it was phone/long distance/internet for $65 p/mo. I consented and explained I'm an IT person and did not need an install, but was told an installer HAD to be sent out for the inet portion; just to turn it on, its not an installation, so I agreed. the installer took forever, I ended up buying a modem for $100, and he kept on until he could get online...fine. I knew I wasn't paying for an install, so I was waiting on him to just be done. I called 5 times to find out what the initial fee would be because I could NOT get a straight answer out of them, besides $64 and 'some fees'. I call at one point and they want to know who "Lorelei' was on my account, then told me they couldn't discuss my OWN account because this other woman was on it. I get the bill and for 3 days of service I was charged $278! I was told it was the 3 days prorated, a month ahead billing, INSTALLATION, and fees. I had to wait for my bill to complain about the install I didn't want and shouldn't have been charged for. Month 2, I have a $30 credit, I'm charged a second installment for installation of $20, and $35 in fees that are NOT explained. My $64 p/mo bill is now magically $109 p/mo! WHAT PART OF FIXED INCOME IS NOT UNDERSTOOD? I already eat from the food pantry, now they've taken my medication budget too! I'm more than angry, I AM LIVID! These are predators. They need to be stopped.

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1:38 pm EDT
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CenturyLink business phone service

Century Link has been nothing but difficult for our business. Our biggest issue is that a tech was supposed to come and fix our lines on 7/17/15 and never arrived. When we called century link they said someone arrived and our phones were fine. After stating no body showed up several times, I then asked for the techs Id and notes and apparently there were no notes and no tech ID signature. Shocking, I know. So after our phones have been non functioning since 7/15/15 they tell us a tech will be out the next day, 7/22/15. That is one whole week where we cannot conduct business! We also have 14 practitioners who pay us to provide reception services for all of their businesses so we are losing 7 days of pay from 14 health care practitioners since our phones are not working. Century Link has not offered us any price break or refund so far. We have also been customers of Century Link for only a few months and have had consistent problems with our phone lines every single month since we switched over to them.

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Update by Asha Integrative Wellness
Jul 21, 2015 1:40 pm EDT

It's actually in Portland Oregon, not Connecticut.

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10:57 am EDT
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CenturyLink situation and frustrated about bills itemsize

I shocked for bills and auto pay that make me scared why they threat me but I didn't know that found bills itemsize but I don't agree that offer discount didn't remove cause too many three phone line, two internet after big billed to hurt me but I don't want to autopay cause my low income for disability if happen cause not food that fear. I called different people work in centurylink that make me confused and not like their mixed up to error bills. They said balance credit and not owe payment. But I am worrying that make me scarey. I show you for email then I don't agree about 12 mbp. I am deaf and sign language that only high speed internet - video relay service - 265 kbps that 7mbp to stay and one account.
APril 7, [protected] - incorrect voice mail up and running, Call waiting set up, How to use call forward but I noticed that not accept. I am deaf and sign language. I never speak on phone but I don't have phone for TTY. Only high speed internet with video relay service phone with modem - that NOT phone line.
April 7, [protected] Opt out and mistake
April 7, 2015, [protected] again incorrect - verizon wireless service
April 14, 2015, [protected] - reset password but I don't understand what?
April 15, 2015, [protected] - incorrect - centurylink home phone and centurylink high speed
April 21, 2015, [protected] - incorrect - voice mail- call wait set up
April 21, 2015, [protected] - paid $41.04 but I don't see where if mail voice, etc but I don't accept. I am deaf and sign
language. I never speak and not hear in my ear.
April 22, [protected] - not work for 12mpbs/5mbps that same 7Mbps/896Kbps
April 23, 2015, [protected] changed centurylink high speed internet service.
May 12, 2015, 505-unrolled auto pay but I don't want cause hurt no food and other bills, sick to go ER cause not food, hurt bank charge $35.00 below zero, so stuck how long to get money once a month than every weeks. I don't work for job because I have disability.
May 14, [protected] - reset password and I don't understand, what and not clear. I called them again.
May 15, [protected] - not work for 12Mbps/5Mbps that still same 7
May 18, [protected] - changed - same high speed
May 20, [protected] - high speed
June 11, [protected] - * wrong why two account [protected] and [protected]* make me confused why, and not see there for accounts but I thought that supposed only one account and not many account - incorrect. How they removed account cause more problem cause hided if many account that hided more account if might incorrect. I had only high speed internet with videophone - video relay service. I am very frustrated so hurt why not understand. Account [protected]
Billing Date Jun 10, 2015
LORI DEDONA
770 JUAN TABO BLVD NE
APT 202
ALBUQUERQUE NM [protected]
Previous Balance 13.00
Payment Received 5/14/15Thank you! -9.00
Adjustments -4.00
New Charges 231.92
Total Amount Due $231.92
Your account is on AutoPay. Thank you for using the automatic payment system. Your payment
will be charged to your credit card approximately 18 days after your bill date.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Please detach and enclose with your payment.
Account Number [protected]
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Total Amount Due $231.92
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Amount Due is charged to your Credit Card
CenturyLink
P O Box 29040
Phoenix, AZ [protected]
Page 2 of 6
Information About Your Account
At CenturyLink, our top priority is providing you with quality customer service. As part of that
commitment, we have prepared the following information to help you understand your account. If
you need additional assistance, please call Customer Service at [protected]. Customers
using Teletype (TTY) devices can direct their inquiries to CenturyLink at [protected], a TTY
equipped number.
Charges for your local monthly service are billed one month in advance. Charges for other monthly
services may be billed one month in advance or in arrears, for example, usage charges may be
billed after the charges are incurred. CenturyLink should receive your payment for the total amount
due on or before the due date on your bill. If you are unable to pay by the due date, please contact
Customer Service to avoid possible collection action. All charges must be paid each month to keep
your account current. Failure to pay non-basic charges may result in other collection activities,
including restriction of long distance calls or removal of other services. CenturyLink packages of
features and the amounts shown on the summary page may include both basic and charges that
are not basic.
Third-Party Billing Block
Cramming occurs when unauthorized charges appear on your telephone bill. To help prevent
unwanted third party charges on your bill, contact CenturyLink and request, at no charge, a bill
block that will prevent some third party charges such as charitable contributions, dial-up Internet by
non-CenturyLink companies or other non-telecommunications charges from appearing on your bill.
Your Savings This Month
Promotional Discounts Discount
Internet Loyalty Reward Discount Month 1 of 12 27.00
High-Speed Internet Discount (Partial Month - 04/21 - 06/09) -16.32
High-Speed Internet Discount (Partial Month - 04/18 - 06/09) 17.32
Total Promotional Discounts $28.00
When promotional discounts expire, the monthly rate will change to the
standard rate.
Total savings this month $28.00
Discounts are given one month in advance. Your bill may include a partial month and a month in advance of billing. Product changes may result
in a charge for unused discounts previously given.
Summary of New Charges
Service
Total with
Savings
Internet
Internet Monthly Charges 76.00
Related Monthly Charges 1.99
Service Additions & Changes 133.83
Taxes, Fees & Surcharges 20.10
Page 3 of 6
Total Internet $231.92
Total New Charges $231.92
Details of Your Internet Charges
Internet
Service Period: Jun 10 - Jul 9
Internet Monthly Charges
Internet 49.00
Internet 54.00
Internet
Loyalty Reward Discount Month 1 of 12 -27.00
Internet Monthly Charges Total $76.00
Related Monthly Charges
Internet Service
Internet Cost Recovery Fee 1.99
Related Monthly Charges Total $1.99
Service Additions & Changes
High-Speed Internet
Discount (Partial Month - 04/21 - 06/09) 16.32
Discount (Partial Month - 04/18 - 06/09) -17.32
Internet Service - Apr 17, 2015 Order Number C14181106
Add Service
[protected]
Extended Area Calling
Residence Line Installation Charge 30.00
Federal Access Charge
New Mexico Access Charge
Access Recovery Charge
Internet Cost Recovery Fee
Connect Platinum
High-Speed Internet
Remove Service
[protected]
Internet Cost Recovery Fee
Credit for Internet Cost Recovery Fee Previously Billed at $1.99 from Apr 17 to Jun 10 -3.45
Credit for Internet Previously Billed at $49.00 from Apr 17 to Jun 10 -84.94
Page 4 of 6
Charge for Extended Area Calling Not Previously Billed at $0.52 from Apr 17 to Jun 10 0.90
Charge for Extended Area Calling Previously Billed for Old Number from Apr 17 to Jun 10 0.90
Charge for Residence Line Not Previously Billed at $16.50 from Apr 17 to Jun 10 28.60
Charge for Residence Line Previously Billed for Old Number from Apr 17 to Jun 10 28.60
Charge for Federal Access Charge Not Previously Billed at $6.50 from Apr 17 to Jun 10 11.27
Charge for Federal Access Charge Previously Billed for Old Number from Apr 17 to Jun
10
11.27
Charge for New Mexico Access Charge Not Previously Billed at $1.59 from Apr 17 to Jun
10
2.76
Charge for New Mexico Access Charge Previously Billed for Old Number from Apr 17 to
Jun 10
2.76
Charge for Access Recovery Charge Not Previously Billed at $1.28 from Apr 17 to Jun 10 2.22
Charge for Access Recovery Charge Previously Billed for Old Number from Apr 17 to Jun
10
2.22
Credit for Extended Area Calling Previously Billed for Old Number from Apr 17 to Jun 10 -0.90
Credit for Residence Line Previously Billed for Old Number from Apr 17 to Jun 10 -28.60
Credit for Federal Access Charge Previously Billed for Old Number from Apr 17 to Jun 10 -11.27
Credit for New Mexico Access Charge Previously Billed for Old Number from Apr 17 to
Jun 10
-2.76
Credit for Access Recovery Charge Previously Billed for Old Number from Apr 17 to Jun
10
-2.22
Charge for Internet Cost Recovery Fee Not Previously Billed at $1.99 from Apr 17 to Jun
10
3.45
Charge for Internet Cost Recovery Fee Previously Billed for Old Number from Apr 17 to
Jun 10
3.45
Charge for Connect Platinum Not Previously Billed at $39.00 from Apr 17 to Jun 10 67.60
Charge for High-Speed Internet Not Previously Billed at $55.99 from Apr 17 to Jun 10 97.05
Charge for High-Speed Internet Previously Billed for Old Number from Apr 17 to Jun 10 -38.15
Credit for Internet Cost Recovery Fee Previously Billed for Old Number from Apr 17 to
Jun 10
-3.45
Credit for High-Speed Internet Previously Billed for Old Number from Apr 17 to Jun 10 -93.15
Charge for Internet Previously Billed for Old Number from Apr 17 to Jun 10 84.93
Internet Service - Apr 20, 2015 Order Number C14307141
Add Service
[protected]
Extended Area Calling
Federal Access Charge
New Mexico Access Charge
Access Recovery Charge
[protected]
Internet Cost Recovery Fee
Remove Service
[protected]
Extended Area Calling
Residence Line
Federal Access Charge
New Mexico Access Charge
Access Recovery Charge
Internet Cost Recovery Fee
Page 5 of 6
Connect Platinum
High-Speed Internet
Charge for Balance of Minimum One Month Billing on Total of $0.52 0.47
Charge for Balance of Minimum One Month Billing on Total of $6.50 5.85
Charge for Balance of Minimum One Month Billing on Total of $1.59 1.43
Charge for Balance of Minimum One Month Billing on Total of $1.28 1.15
Credit for Extended Area Calling Previously Billed at $0.52 from Apr 20 to Jun 10 -0.85
Credit for Residence Line Previously Billed at $16.50 from Apr 20 to Jun 10 -26.95
Credit for Federal Access Charge Previously Billed at $6.50 from Apr 20 to Jun 10 -10.62
Credit for New Mexico Access Charge Previously Billed at $1.59 from Apr 20 to Jun 10 -2.60
Credit for Access Recovery Charge Previously Billed at $1.28 from Apr 20 to Jun 10 -2.09
Credit for Internet Cost Recovery Fee Previously Billed at $1.99 from Apr 20 to Jun 10 -3.25
Credit for High-Speed Internet Previously Billed at $16.99 from Apr 20 to Jun 10 -27.75
Credit for Internet Previously Billed for Old Number from Apr 20 to Jun 10 -160.07
Charge for Internet Cost Recovery Fee Not Previously Billed at $1.99 from Apr 20 to Jun
10
3.25
Charge for Internet Cost Recovery Fee Previously Billed for Old Number from Apr 20 to
Jun 10
3.25
Credit for Internet Cost Recovery Fee Previously Billed for Old Number from Apr 20 to
Jun 10
-3.25
Charge for Internet Previously Billed for Old Number from Apr 20 to Jun 10 160.07
Charge for Internet Not Previously Billed at $49.00 from Apr 20 to Jun 10 80.04
Internet Service - Apr 23, 2015 Order Number C14564884
Remove Service
[protected]
Internet
Charge for Internet Not Previously Billed at $54.00 from Apr 23 to Jun 10 82.80
Credit for Internet Previously Billed at $49.00 from Apr 23 to Jun 10 -75.14
Service Additions & Changes Total $133.83
Taxes, Fees & Surcharges
Promotional Discounts
State Sales -1.43
County Sales -0.23
City Sales -0.30
Internet Service
State Sales at 5.125% 10.15
County Sales at .8125% 1.61
City Sales at 1.0625% 2.09
Local Phone Service
Federal Excise at 3% 1.36
State Sales at 5.125% 2.32
County Sales at .8125% 0.35
Page 6 of 6
City Sales at 1.0625% 0.46
New Mexico Universal Service Fund 1.00
Federal Universal Serv Fund at 17.4% 1.36
Franchise at 3% 1.24
Telecommunication Relay Service Fund at .33% 0.12
Taxes, Fees & Surcharges Total $20.10
Total Internet Charges $231.92
Adjustments
05/13/15 Debit Adjustment 8.81
05/13/15 Credit Adjustment -8.81
05/14/15 Credit Adjustment -4.00
Adjustments are totaled under Adjustments on page one.

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4:58 pm EDT

CenturyLink try to work with the company and be punished!

I have been a CenturyLink customer for over 10 years. I was promised when I changed locations that my internet speed was going to be 20mbps but when they got there, they said sorry it would only be 7mbps. I thought it was a good company and I tried to work with them, but after a few months, I realized that it was not going to work. They told me there was nothing they could do but said I should try to add a second internet connection to the company and see if that would do it. I did so and tried to work with that as well. After a 9 months of trying to make it work, it is just not working. I tried to get them to discontinue or at least split the cost of the termination fee with me and they said that since I had had it for so long that they would not waive or reduce the fee, even tough I had been a loyal customer for so long. So basically trying to work with them and trying to make it work has basically caused me to be punished. They are a despicable company and I will never use them again. No wonder the phone companies are becoming dinosaurs...let them be extinct !

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1:38 am EDT
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CenturyLink high speed internet

Why am i paying for supposedly "High Speed Internet" when i'm only getting 226kb Per Second ! This is outrageous . it says that I should be getting around 20 Mbs when in reality i'm getting 10x lower than that. I have no idea why it says 1.8Mbs next to 226kbs, but in reality i get around 200kbs on almost every download, and around in the daytime it hits around 20kbs. Even if i did get 1.8Mbs that's still nowhere near 20Mbs where i'm supposedly advertised to be at. You guys should stay away from CenturyLink, and avoid waisting money. If this doesn't get fixed soon i'll be moving to Bright House like i had before, and i at least got 3Mbs in the day and usually around 6Mbs at night.

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CenturyLink can not fix internet drop off

About two months ago we experienced internet issues. We had to always reset the modem finally called Century Link and received a new modem. Once we installed the modem our wireless stopped working. Called again and again another modem arrived, still no wireless finally decided to get a linksys and century ink would let the linksys work right. Finally, got an appointment for e tech he made our line go directly to our house and finally it worked. Until about two weeks ago and now the wireless is fine but the internet drops off every half our or so, so what did they do send out another tech and he did the same thing he isolated outer line but I thought the other tech did that. Then two days later Internet dropped again and again and again. Called and oh we will send you a new modem. Installed the new modem a day later dropping again. Called again today and now another tech is coming out. This has been ridiculous. Probably going back to xfinity. On a positive note I called century link customer service and they gave me a 120.00 credit. However, this is still rediculous

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3:56 pm EDT
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CenturyLink incredibly poor service

Yes, this is a long complaint. The bottom line is that after jumping through every hoop CenturyLink has put in my path, my elderly mother still does not have phone service more than two week after I started the process of trying to get her a landline in her new apartment. CenturyLink has bungled this every step of the way, and they deserved to be first on the list of most disliked companies in the US. Here is my story: Needing to set up phone service for my elderly mother, I communicated with CenturyLink via their LiveChat desk and came away feeling relatively good about the experience even though it had taken about 90 minutes. My mother's phone line was to be activated on May 4 by 5 pm a few days after my call. This is the point where things began to go south even though On May 4 I thought the phone was working as I got a dial tone and could call out. On May 5 (after I had returned to my own home) my brother tried to call my mother on her new phone. The number did not work. At this point, I checked the emails from CenturyLink and found the account number did not match the number we had been assigned. I gave my brother the phone number from the account number to try, and that number did not work either. My niece then went to my mother's apartment and reported that the phone worked but that the number on it was yet a third number. The following day, that number no longer worked and upon checking yet again, my niece reported the line was dead. Next I called CenturyLink as I was now in my home state, not with my mother. First of all, I must report that it is extremely aggravating to work ones way though their answering system when calling from a phone with an area code that is not served by CenturyLink. After several false starts, I finally talked to a representative who, due to "a slow computer system, " was unable to find any information about my mother's order. She promised to call me back in 10 minutes. Ninety minutes later, I had to leave for a medical appointment, and when she called back later in the day and left a message, I did not bother to return the call as my niece and mother were going to be out of town for a few days. I initiated another LiveChat with CenturyLink on May 13 after both my niece and mother had returned home. I wanted to have a transcript of this conversation. During the course of our 3-hour chat as I was looking through the paperwork from previous discussions, it became apparent that even though in the first chat we all agreed the service was in one town, the service address was located in another town many miles from my mother (perhaps due to the fact that the first agent neglected to add the apartment number to my mother's address). At this point, the new agent said she would cancel the original order and start the process over for my mother. Except that during the process, because my mother was there and I was here (CenturyLink could not reach my mother by phone since due to their ineptitude my mother does not have a phone), the phone would have to be in my name. That is all well and good except for the fact that my credit has been locked for over 10 years. I realized during this process that I can drive a brand new car off a lot with much more ease than getting a phone line from CenturyLink (also, much more difficult than it was to get my cell phone from Verizon). And even though we had obviously gone through this process with my mother or there would not have been an order for CenturyLink to cancel, it had to be in my name since (Catch 22) there was no way to contact my mother by phone for her permission to put the account in her name. And there was no way for the agent to research the CenturyLink account my parents had in Arizona for at least 25 years even though when I closed that account in December the CenturyLink agent I spoke to then was eager to establish service for my mother in another location. I honestly have trouble believing that one, but their agents are skilled at sticking to the script. I gave up. After telling the agent I would open Experian and after doing so, she reported back that my credit was still locked. I reiterated I had opened Experian online and that it should be available. Then she checked again and reported that CenturyLink only uses TransUnion. (Why isn't that factoid in the script? Am I in the Twilight Zone?) By that point, having been online for close to three hours and late for an appointment, we agreed I would search for the TransUnion information, open that, and get back to her in the morning. She gave me an email address and told me she was available from 9-6 Mountain Time. The following morning I opened TransUnion (I'm spending $5 each time I open one of these accounts and leaving myself vulnerable to identity theft) and sent an email. It was close to two hours after the open window when I heard back from the agent. She apologized and said she had been in a meeting - was this not on her calendar when she gave me the times she would be available? We finally got everything set up, and she had agreed to look for the original number I had been assigned. When it was all printed out, I noticed the phone number was not the one we had been assigned originally. She failed to mention this, most likely afraid to confess that in all this mess they had reassigned MY phone number. But the phone was supposed to be activated by 5 pm on May 15. In point of fact, I now have an email from CenturyLink indicating the service order has been completed. HOWEVER, my niece reported this morning (May 16) that she has been to the apartment and the phone is still not connected. From other reviews of CenturyLink, I am obviously not the only one who has issues with this company. While their agents are unfailingly polite and upbeat, the lack of accuracy in providing service is appalling, and I am convinced CenturyLink is run by micromanagers who insist that one script will work for each situation. That being said, the $25 rebate on the first bill that was offered to me by the agent after I groused about having to pay to get my credit unlocked when my mother's had already been run the first time around is not enough to make up for the fact that I have spent in total nearly an entire day trying to get a phone connected for my elderly, hearing-impared, low-income mother. And to top it off, her phone STILL DOES NOT WORK. And the number that was promised to me the first time around has been given to someone who does not care what number they have. As I am totally convinced CenturyLink does not care for their landline customers as they are locked in on service providers.

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shahin pirzamany
, US
Jan 25, 2015 7:35 pm EST

I have been overcharged on my monthly bills numerous times, even centurylink has admitted and called it simple mistake and they go ahead and overcharge for exact same a month on the next bill.

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katet734
Dunn, US
Apr 04, 2012 1:19 am EDT

supposedly on a plan of $54.99 a month, but the bill comes in at 89.00 every month. $34 in extra charges every month. absolutely rediculous, will be cancelling phone and looking for new internet provider.

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Cromson
, US
Dec 02, 2011 4:42 pm EST

I dont know how CenturyLink can legally sell high speed internet that is slower than dial up. They should b charged with false advertising!

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5:11 pm EDT
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CenturyLink poor internet service

We signed up for Internet Service. We were off-line more than on. It took a least one call a day every day to trouble shoot. Some technicians were not able to solve the problem and told us that the lines in our area were "old" Other techs were helpful, and got us connected for a couple of hours.

Over-charged for services. Had to call several times to resolve the billing. Finally cancelled the service and went back to Cox.
We thought that all had been resolved and we were through with Century Link. However, we just got a bill for $183 after cancelling service two months ago. I will need to deal with Customer Service (?) on Monday.

Use this company only if it is your ONLY option. Pen and quill or smoke signals would be less frustrating.

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R. J. Murdock
Vancouiver, WA, US
Sep 19, 2022 3:39 pm EDT
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AVOID doing business with these people or any other alias the may chose from time to time.

They don't even have the courtesy to answer their phones. 'Service' is a joke - they enjoy the word but there is no service much of the time. Of course 'no service' means you can't call to complain.

Feel free to contact me to find out more: R. J. Murdock 503/560-2600 (Verison works) no email working home phone off-line.

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annoyed_by calls
, US
Aug 11, 2012 10:46 am EDT

Getting called to pay my bill when its not even due yet. We have never paid late or had any problems with the service. Got called twice already. Stop calling I know when my bill is due. Its an automated voice and i sounds like your late paying the bill. I suggest not paying it over the phone if you get that call. Hang up and call century link yourself.

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DubiShubi
, US
Dec 09, 2011 10:58 am EST

They did not connect my phone line correctly linking to my alarm system & now refuse to come to change anything said not their problem!

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BensonSAZ
Mesa, US
Apr 30, 2012 8:34 am EDT

They also buy up other telephone companies and then short pay their employees all the time. I think they are financing their growth by not servicing customers and by using their employees to do free work.

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Kevin58104
Fargo, US
Apr 19, 2012 2:36 am EDT

The worst service I have ever seen. They tell you your phone will work at 8 am and it dont work for 48 more hours. Very poor service.

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oldd
, US
Nov 25, 2011 3:16 pm EST

I am 45 years old and have had cable service since I was 18. I never experienced such horrible service as I did with Century Link.

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Messton
, US
Nov 17, 2011 5:11 pm EST

Speed ranges from 1.5Mbps-0.10Mbps when it's not out for hours or days! This is THE WORST internet available.. might as well get dial-up!

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Roger That
Cape Coral, US
Nov 09, 2011 11:58 pm EST
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My bill was 57.84 and I was out of town, did not pay it before the due date. They charged a late fee of 22.00 on the carryover balance. I have been told Florida law sets utility late fees at 1.5% but cannot verify that. Unbelievable greed.

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Jedding
, US
Nov 05, 2011 6:37 pm EDT

Totally dishonest lies sent equip back with labels they sent, now claiming never received charging me $195.how many more has it happend to ?

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Angrydaughter
Hope Mills, US
Dec 25, 2009 4:25 pm EST

Century Link, has cut off my grandmas phone on christmas eve, when she has paid it two weeks ago, and they even have proof of us paying it. well the big question is why the hell would you do that? do you not have a heart? how would you feel if some bogus company did that to you ?

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2:24 pm EDT
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CenturyLink returned modem, cl says didn't get it, credit score took a dive

I canceled service in Oct 2013. I sent the leased DSL modem back with prepaid shipping label. I just happened to check credit report this morning, 4/7/2015, and it showed a derogatory mark which tanked my credit score. Turns out it's from Centurylink's modem, which they claim they didn't receive. It's been 1.5 years and I no longer have the shipping label or tracking number, so there's nothing I can provide to prove my case.

Centurylink didn't send me a bill, they didn't attempt to contact me, they didn't even put it in delinquent status -- my credit report from Oct 2014 is clean. The first I learned CL thinks I owe money was when I checked my report this morning.

I've spent hours on the phone this morning with CL, getting shuffled around by people who think I need to talk with tech support, to people who say there is no collections dept, to people who say they are the collections dept, just trying to settle this. All I want is to settle the account and get it off my credit report.

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Update by washirv
Apr 07, 2015 5:08 pm EDT

Just was on phone with their financial dept again. They confirmed they did not bill me at any time for the modem, agreed to credit me for that, and agreed to notify the collection agencies that the debt is null and void.

I'll check back here next time the credit reports verify to mark this if it is resolved.

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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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CenturyLink contacts

Phone numbers

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

Website

www.centurylink.com

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