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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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10:55 pm EDT
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CenturyLink internet billing

Promised the "price for life" internet at $42.50/mo. Life lasted all of 5-6 months from when I signed up. By October 2018, the bill suddenly was $85/month with no explanation. Within 3 months it was $95/mo. Now, less than a year from the "for life" price it is $165/mo. I have changed nothing on the contract, not added anything. I bought the modem outright. I double checked with my bank to make sure the bill pay cleared the payments. What I found out was the MY bank sent the payments on time (before the due date) and the payments were marked "cleared" by my bank, Century Link deliberately did not credit my account when the payment was received but held it until my pmt was "late." They made the pmt late on purpose, then demanded I allow then to take $$ directly from my bank account.

This is so disingenuous and dishonest. It's bait and switch. It's illegal. And I am utterly done in with having to fight with every single vendor and business because they spin and lie and deceive and deliberately cheat. Why do I/do we have to prove, every single time, that they're wrong in their billing, deceptive in their information? Over and over and over. What do I do now? This bill is now a week's worth of groceries, it's 20% of my house payment, 20% of my retirement pension. I could afford it at $42.50/month. It's now, less than a year later, FOUR TIMES HIGHER.

Wink Harner
Portland Oregon

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11:44 pm EDT

CenturyLink starting up a land line in a home for an elderly woman so a medical alert can be installed.

I called to have a land line reconnected that my father had disconnected some time ago. I told the person on the phone it was going to be used for only medical alert calling 911 if my mother has a medical issue. They gave me a date about 10 days out which was for today Aug 9th 2019. They never showed up. My sister called Century Link and after a 35min call she was told it was PARTIALLY DONE! There is dial tone on the phone but you can't call out! This is totally unacceptable! Century Link was told it was for a medical alert and then they do a partial connect? Plus they never said anything or called my mom! I want someone to fix this immediately ! This is not something that can wait any longer!

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1:21 pm EDT

CenturyLink landline & internet service

We have had continuing problems with our land lines & internet since Centurylink took over from Embarq. The customer service is non existent. We had a dedicated fax line that never worked & finally just took it out. At the present I have no phone service which I reported on 7/15 & was given a "first available appointment " for 7/19. When I called to check I discovered that my appointment had been moved to 7/26. Last month the internet was out & it took 9 days to get it repaired. We pay our bill on time each & every month but get nothing in return but poor service & NO customer service-even from a supervisor. If I only had a choice I would never use Centurylink .

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11:16 pm EDT
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CenturyLink internet

I called on June 18, 2019, to cancel one of our two landlines. We didn't use it anymore. The person that I spoke with stated that I could cancel and verified the number to cancel. She then stated that we could get a lifetime monthly rate of $75.00 per month. I verified that we would still receive 10mg internet and that we would have unlimited service with no data caps or slow downs. We had recently switched to Hulu live. I was told everything would remain as is, just the monthly rate would change. Two weeks ago, our wifi was very slow. I had been told there was a fiber optic cable accidently cut. So, I assumed that it would be a little while for the inconvenience and then it would be back up. I attempted to call then several times, but the hold time was too long. I finally got through, and was told that they accidently took our 10 mg and cancelled it and took us down to 3 mg. I asked for it to be reinstated and they said it was not available to me anymore. I spoke with 5 different people in the internet dept and customer service. All said the same thing. 10 mg is not available to me anymore. They did state that I could purchase another line for $50/month and get another 3 mg. One person even told me that I called and asked for this reduction in mg, all while paying the same rate. I work from home and now am unable to log into my software. They apologized but could not help me further. I live very rural and I have no other option for internet service.

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2:46 pm EDT

CenturyLink customer service

I called 3 nights ago and the person who took my call was foreign I could not understand him and in the back ground kids crying people taking it was hard to hear him speak. I have had this happened before and now thinking about going back to
Cox. Plus our computer have been so slow dont know what is going on with this. How can I speak to a american speaking person when I have trouble I am ederly and it is hard for me to understand.

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12:26 am EDT

CenturyLink internet service

Since going with Centurytel sveral years ago I have noticed when it is time for the two year contract to end my service goes off and on. They will semd a tech who always says there is nothing wrong inside or out. This goes on for a month or more then a Centurytel rep tells me it has to be the modem. So, they send you a new modem and another two year contract. If you don't agree and sign the two year contract then you will not have any service with Centurytel. Unfortunately, there are not any other Internet providers in this area. This has been going on as I stated before every two years.

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11:56 am EDT

CenturyLink customer service is worse than useless

I have rural 256kbps DSL, and use an independent ISP. From time to time when the internet is down, I wait for 24 hrs for it to spontaneously resume (which it does 1/2 the time). Calling Customer Service is almost useless. July 8, 2019 I called because of a service outage. Connected to a foreign call center, personnel with heavy Indian accent and fake names (I spoke with 1st level support staff "Raquel and Mikie"). Before I called I had already swapped in a known good spare DSL modem and talked with my ISP's technician. He identified the problem was with the digital network between CenturyLink and the ISP. All CenturyLink could do was confirm the DSL signal to my house then insist it was my or my ISP's problem and that I "must" buy a new modem. After 45 minutes on hold I was unsuccessful getting a supervisor to talk to. Finally I insisted on a Repair Ticket to get a tech to come to the house (perhaps someone who might actually look into the equipment failure). Magically, the problem resolved itself shortly before the tech showed up. I speculate that when they get multiple calls/repair tickets in an area, a tech finds the problem when starting in on it and that fixes several of us at once.

My complaints: 1) I was blamed for a problem that wasn't mine. 2) My ISP was blamed for a problem that wasn't theirs'. 3) I was told I needed to buy something I didn't need and which would not have helped the problem. 4) I wasted at least 2.5 hrs on the phone because of CenturyLink - 3 calls to CenturyLink and 3 to my ISP - because of inept, misleading, misdirecting and inappropriate responses and I had no ability to escalate the call to a more competent service level. 5) There is no provision for calling back to talk to the same service rep a second time. 6) The whole experience was a colossal waste of my time and that of my ISP. 7) I was without internet service for 48hrs during a time that was critical to my business and required that I drive to another location to conduct business.

Suggested resolutions: 1) Take away the CenturyLink monopoly in my area. 2) Supply service reps (at the call center) that are honest, more competent, and that have better 2nd-level support. 3) Provide an easier path to escalating a trouble call. 4) Provide actual technician support for trouble calls that don't fit the usual profile.

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8:40 pm EDT

CenturyLink internet service

Centurylink has to be the worst internet company EVER!
They lie to their customers without any shame. Promise you they are on their way when they have zero intentions of ever coming. But they take your money, for services they know they cannot provide. Fraud... I call it fraud and have finally filed a complaint with the BBB, but I know it's for the birds. They know that the wiring around Rollinsville, CO is defective, but they will not fix it because it's too expensive.
So they just put a note into your file, to never go inside your home again. It takes too long to get here and they know they won't be able to fix it, so they keep their fingers crossed that you won't need them and if you do they just won't show.
Hence they defraud all of us by advertising a service they cannot provide and do not want to provide. I'm chronically ill and legally deaf, the internet is my lifeline + tell them that, but they just don't care. Centurylink sucks...! Never again. Safe yourself the money and headaches and go somewhere else.

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11:49 am EDT

CenturyLink low wires

I have been dealing with the low cable going across my driveway for over a year now. I am not a customer of theirs but I am unable to drive my motorhome in or out of my driveway without hitting their low cable. I have had service personnel come out and his advice was to have someone hold the wire up with something while coming in and out. After numerous calls they did send someone out with engineering. He promised me that they would return to bury the cable which would take care of the problem which it would. However, that was last summer and when I called yesterday with the work order reference number ( #[protected]) to check for an update, it could not be found. I was told another service order would go out. This has been going on for a yr now. Any help would be appreciated.
Thank you,
Kris Patterson
[protected]
[protected]@charter.net

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UnHappyWithExclusiveCellular
, US
Feb 08, 2020 9:46 pm EST

If over "MY PRIVATE DRIVE" just drive through it.
When they get tired of fixing it they will decide to do it right.
DSL and Phone comes under the NEC (Natl electric code).
According to NEC they are not allowed to use or cross your property without an easement.
If you are not their customer you do not have to grant an easement.
Call your local electrical inspector.

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11:41 am EDT

CenturyLink landline telephone service

We continually experience problems with our land line. For a long time, almost every time it rained, our phone would have extremely loud roaring on the lines. Finally, after many, many complaints that has, for the most part, been resolved. Now, the phone just cuts off in the middle of a conversation and you're talking to dead air. You hang up, the phone rings, but there is nothing...no dial tone, no nothing. And when you call for service, it takes them days, if not weeks, to get out here. And the live chat is just as bad. The only way to get them out in a reasonable amount of time is the threaten to call the AL Public Service Commission. Our phone has been out twice this month and on this last complaint, they said it would take over a week to get out here. We are senior citizens who need our phone and in the past few months, our phone has been out six to seven times. Just a continual hassle! The problem has always been on their end! We are not located far out in the country but we are limited to the companies that provide land line service. We are paying for service that we are not getting but they never adjust our monthly bill. When you call customer service, you have to absolutely scream into the phone for their automatic system to understand what you are saying. Many times you have to hang up and start all over again because it is so frustrating. When you finally get a live person, it is often someone who cannot speak or understand English and you have to deal with that. I absolutely hate to deal with this company by phone or by live chat.

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5:25 pm EDT
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CenturyLink damage to property during centurylink installation

As the President of the Las Villas HOA, I am disturbed by the work your crew did recently along our property and the damage they caused. Your crew has been working along McDonald Drive for over a week installing some new lines. Our HOA has spent $70, 000 on plants, irrigation and brand new lighting (just 3 weeks ago). As a result of the negligence of the crew, there is now significant damage to our irrigation system. We will need to get it repaired quickly in order to save the our plants. My complaint is twofold:
1). the crew was completely unresponsive and careless in paying attention to our investment, despite being asked to be careful. They just covered up the problem they caused and left. The attached photo is a picture of a damaged riser that we discovered and uncovered so that it can be repaired. As you can see, the attached tubes are now all missing, meaning our plants are not getting irrigation. They broke it and simply covered it up. We had no notice of the work being done, or any contact info to work with them in the case of a problem, nor any notice that they are finished. Aside from this notice, I am considering filing a complaint with the City of Scottsdale as well.
2). Once we determine the extent of the damage and have it repaired, I want to file a claim for reimbursement for your negligence.

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11:37 am EDT

CenturyLink internet

Had internet outage June 15th called customer service said the earliest a tech could maybe fix it was June 24th. The is absoulutley unacceptable. They offered to ajust my bill a little bit.
I am an insurance agent who works from home; the agreement was I would have 24/ 7 internet. Have called several times and was told techs dont work weekends and were backed up, also that no matter how high I went up that no one could make it happen sooner. I have never seen such poor service.
Richard and Marie Smith [protected]
account number [protected].

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6:14 pm EDT

CenturyLink phone service

Level 3 allows people to download multiple phone numbers they use to harrass and threaten people over and over again. When you block one number, they create another, and another, and another. Police reports have been filed, but they claim they cannot pinpoint who the people are making the calls. I have not reported to the state Attorney Generals Office. Something has to be done about this company allowing this type of thing to happen.

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10:18 pm EDT

CenturyLink internet appointment they never showed up or called

I called off work today because of scheduled appointment to have my wifi tech to come out and see why most of the time it is not working . My appointment was setup fill or 8am - 12pm noone showed up nor did anyone call me, I did online chat and was told he was on his way 1230 pm and still noone I called centurylink around 1pm and was told someone would be there i told them i had to leave for awhile and would be back before 4pm they said the tech would call me back within 15 minutes again no call was made to me so 4pm I called again was finally told that my tech was sick and left work in early morning to go home. this made me really upset because i was lied to all day being told he was on his was then told he would be there today I asked to speak with supervisor and she was no help told me I would need to reschedule i had to explain I could not call off work to get this internet matter fixed. I also told her it is so wrong how customers are treated noone cares i lost a days pay waited around my house day and was lied to from your employees. I also asked her what would happen if i was late paying my bill she wouldnt answer so I answered it for her I told her my wifi would be shut off which is exactly what would happen. right now my wifi is working but tomorrow who knows it is so in and out. when i transferred the service into my name why did i not get new equipment? I feel I should of got a new box so if someone comes to work on my service I can not be here so why cant they check it outside and if that isnt the problem then leave me a new wifi box i can be reached at [protected]@yahoo.com thank you

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4:16 pm EDT
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CenturyLink misinformation and unauthorized removal of money from my bank account

I had internet and telephone services through CenturyLink. Account number [protected]. I cancelled all of those services by calling a CenturyLink agent on May 17, 2019. The agent told me the earliest she could cancel my internet service would be on May 21st. She also told me that I would still be able to access my e-mail, but would not be able to respond to e-mails via CenturyLink. On May 22nd, I tried to access my e-mail, could not, and was told via chat that because my service was terminated I would not be able to access my old e-mail. I was told that if I had arranged that before the termination, I would have been able to - which is what I had asked the agent for when I was cancelling.

Next I received a bill from CenturyLink showing charges for Internet and Home phone and wireless services from May 19 - June 18th (services I had cancelled on May 17). I called CenturyLink and spoke with an agent named Matt. He told me he could see that my services were terminated and told me that autopay (they deducted the money from my checking account automatically each month without any further action on my part) was automatically terminated as well. I was thoroughly irritated when I checked my bank account on line on 6/8 to find CenturyLink had deducted $180.85 from my checking account to pay for services I had not and would not be receiving.

I had a chat with Alba on 6/8 who told me CenturyLink would issue a refund check to me within 30 days. I have no trust that this will actually happen because of the inaccurate information I had previously received from their agents. Supposedly I will owe something for the 2 - 3 days of internet service that I received due to CenturyLink's inability to cancel those services sooner.

As resolution, I want a full refund of the $180.85 and waiver of any charges for 5/19 - 5/21 internet services.

Unfortunately, I did not copy any chat correspondence.

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Update by Robin Welsh
Jun 10, 2019 4:18 pm EDT

Correct account number is [protected]

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3:35 pm EDT

CenturyLink telephone/internet

I called CenturyLink today to cancel my internet service and to have my business phone converted to residential. My account number is [protected]. I was told that I will be charged a $200. early termination fee. I have never signed a contract, nor was I ever aware that one existed. When I asked for a copy they told me the contract was verbal. I asked for a voice recording of that verbal contract. That does not exist either. I was also told that I could not convert to a residential service until some time between August 10th and September 9th. I can understand the reasoning for that, but I do not agree to the $200. termination fee. I would like that fee reversed since I am keeping the phone service. I had no choice but to cancel the internet service due to the fact that it is a totally substandard service.

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3:33 pm EDT

CenturyLink internet

Last week my internet was out 4 different days. When i called they said it was not on their end but after she looked into it she said it was down. She did not even offer to compensate for 4 days it had been out. I had to insist. I told her I pay for service and their service is crap. She gave me credit then but days later the service is down again. Its always down. If there were more choices i would never use them. Ever. Stay away from this company if you have other choices.

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3:27 pm EDT

CenturyLink internet

We bought a new modem because we were told we had to upgrade for increasing our internet speed. They kept trying to bill us for the ancient worthless modem although we were never told to return it nor provided a box. I kept checking our internet speed and it didn't increase. When my wife called and told them our speed had never increased months after the switch she was told that speed was not available in our area?!? During the call she was subjected to high pressure sales to buy another service and kept having to say no, no, no. Finally it is sort of resolved I think although she isn't sure if we've been overcharged for anything. Looking into other services. Anyone want to buy a new modem?

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2:19 pm EDT

CenturyLink complaint

I live on a parcel of land where there's 3 separate dwellings with 3 separate addresses separate power meters separate gas meters, etc. the person that used to live in this cottage ran their own telephone line from here to the main house, to utilize internet. I have repeatedly asked century link to run one of their lines from the main house to mine, since they are charging me for a service and they refuse how do you charge me for a service when you don't provide the line and refused to run 1.. They also share my information with the other 2 residents who have nothing to do with my service that's illegal. They have no permission and nothing to do with my services or my bills please how I've contacted the FCC it'll be a lawyer next I can't get ahold of century link they refuse to listen

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10:48 pm EDT

CenturyLink fiber internet

I signed up for fiber internet. I received the modem on 3/26/2019. I cancelled the service when I found out it was DSL not fiber. I was sold a fiber connection, century link does not have fiber in my area. I cancelled the install, I returned the modem on 29 March 2019. I cancelled the serve over the phone and was provided a link to return the modem. I have never had century link service and I never used the service, I returned all equipment. Please do not bill me for something I never had, nor used

Jon asdourian
[protected]

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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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