CenturyLink
reviews and complaints

Hello ! I am a customer of centurylink and the reason why I'm writing to you is for months my internet has constant interuption everyday and I've constantly call and they have claim they lowered my monthly bill, but they didn't, so they compensated me with $20 off my next bill, but I've called them and said If this persist and I decide to stay with the company what can you do ? So they claimed that they will lower my monthly bill ($75.00), But I just got a bill for $109.00 and so how fair is that for me .

I was charged 121.00 a day, that's right per day.

I disputed this ridiculous charge and was told the total per month would be 400.00.

This was after 2 hours on the phone explaining 121.00 a day, yes per day, is ridiculous.

I refused to pay and they sent the bill to collections which impacted my credit.

Complete Scam!

Avoid this company with all your might.

This company customer service agents has access to the consumers account and know their WiFi password that they share with a 3rd party . I live in Las Vegas and I need you guys to be aware of Centurulink customer service agent . Their internet service is not safe . I have been having problems with my internet for years and no one was able to help me .

I have internet through Century Link for some time now. I regret that they are the only company in my area. Today, 10/10/2019 I called to request that they change my due date as I am being charged $18 a month in late fees. I was told, "we can't do that". I am being charged this every month because I don't get paid until the 3 of each month. They want to be paid by the 19th of the month. So, I am in arrears every month.
This is not a hard thing to do, one should be able to accommodate a long time customer. Can't just doesn't hack it. Supposedly it's their system that won't allow it. B.S. They are greedy and just want to take more money from people on a fixed income.

My phone and internet service went out in July so I called Centurylink. All customer service does is push services down someones throat. The guy on the phone said I see you only have 8mbps internet but at no additional cost we can push a button and you can have 10mbps. I said why not since it was the same cost. The repair ticket was placed and in a week a tech came out named Daniel and said another phone line was touching mine so he put in a new line for me and also lightening protectors in my box. Well a month went by and my internet was doing great no problems at all till the beginning of September when my phone was gone again. I called in a repair ticket and Daniel came out and said someone tried to put in a 10mbps line and it knocked your phone out. You can only get 8mbps in this area 10 mbps will not work. He said not to let customer service try to tell me 10 mbps is available when that is not true. He said I've got your internet fixed back to the 8mbps you had before. Well my internet is so so slow now I can not even read my emails. For me to read one email I click on it and walk around the house for awhile and finally it comes up. Well I know why. I'm only getting 3 mbps now. The 8 is no longer available and because of centurylink customer service I am now screwed. Centurylink says all that is available is 3 mbps since the 10 mbps will not work. They refuse to cancel everything and give me back the 8 mbps. I was never told anything like if the 10 doesn't work you can't get the 8 back. All I was made to believe was 10 mbps was available. All my neighbors have 8 mbps so I should get my 8 mbps back since it was centurylink that took it away. I have put in another repair ticket so my internet can be fixed so it is 8 mbps. Daniel is coming back out and going to try and explain to the main office what has happened. He doubts centurylink will do anything. He wasnt the one who put in the 10 mbps line or he said he would of never installed it because he knew it would not work. I know centurylink has the authority since it is their company to fix my internet and give me back the 8 mbps. Why they are choosing to be mean is beyond me. I think is is truly cruel what they are doing to their customers. I'm still paying the same amount for the 3 mbps as I was paying for the 8 mbps. Centurylink link needs to care about their customers.

We started our services with CL in July 2017. Right from the beginning, the salesperson at the retail location by our home promised us a price for the Internet and Prism TV package we selected. Received the first bill and it was much higher than promised. After many calls and a trip back to the retail location, I finally got to talk with a Supervisor face-to-face. She ultimately corrected the incorrect billing and guaranteed our price of $165/month. I usually don't pay much attention when paying the bill but after a few months, noticed that my bill was slowly getting higher and higher. I called many times and they made adjustments to get it back to the guaranteed amount but eventually, within 6 months or so of starting service with them, they stopped guaranteeing our price. Long story short, If we would not have canceled at month 24, our bill would have increased to $280/month because of all the supposed discounts they gave us expired. Also, we had no idea that we were on a two-year contract!

Fast forward... canceled the service on month 24, was charged a $20 early cancellation fee and was told that I would receive a shipping box with pre-paid label to return all the equipment. Over 2 months, talked to four CenturyLink representatives because we never received the box or label. Each time, the Rep gave me a different story about the previous rep not actually sending it, etc. I took names, dates, times and noted everything with the calls and how each Rep treated me. We finally, after almost two months, received an empty cardboard box with a prepaid label on it but to my surprise, the prepaid label was only for 2 pounds. All of our equipment was 14 pounds. I packaged everything and took it to UPS hoping they would accept it and charge Centurylink for the additional weight. They would not. I called Centurylink and asked them if they would send a pre-paid label for 14 pounds and they refused. I tried to talk to a supervisor and as usual, a supervisor was not available. At this point I just decided to pay for the shipping and shipped all the equipment to them with signature confirmation. It was delivered and signed for by Centurylink. I was out $22.63 to ship it but at least they cannot say I did not return the equipment and try to charge me for it. Wishful thinking. I thought that was the end of it but low and behold, a week later I receive a bill for $800.65 less a credit of $96.52 with a balance due of $704.13. I called CenturyLink again and immediately asked for a Supervisor and was connected to a Supervisor in Guatamala City. He verified my equipment was returned and said he would make corrections to the bill. I already had a credit on our account for $96.52 and demanded that they refund the shipping charges of $22.63 to me. He promised me he would correct the billing error and refund me the $119.15 in 45 days. What, 45 days? I told him that was unacceptable because my account will be past due by then and they could easily submit it to collections. He said that would not happen but was not able to provide anything in writing that my account would be properly adjusted or that I would receive the refund. I had no choice but to take him by his word and was given no other options.

I guess time will tell. I will continue to monitor it in case they try to submit our account to collections. I will try to update this once I receive, or don't receive what I was promised.

To Whom It May Concern:

My name is Maria D. Botelho. I have student loans with the US Dept of Education.Just today I received an email from the The Great Lakes, which is a official service that handles the loan payments and it is located in St. Louis, Missouri. I contacted them using their website mygreatlakes.org asking someone there about my loan payments. I left an email message this morning and I asked someone to call me back. Then this afternoon 9/6/19, I received a call from a suspicious number 484-4631321 and the woman on the other end did not identified herself and said that if I had a federal loan and applied for deferment I should click on option 1 to be connected with someone. I dropped the call since I found it suspicious. I did a reverse phone lookup and I found out that it was a fraud, and furthermore the call came from a landline and from a Philadelphia suburb. I live in Philadelphia. The name of this suspicious service is Global Crossing Local Services, Inc, PA (Pennsylvania). How this company found out that I contacted Great Lakes loan services? I think they hacked the Great Lakes website. I will contacted Great Lakes on Monday 9/9 and inform them. This is very scary and terrible. Thnks

I keep getting a text from a Mike stating that he got all my information from the title company and wants to buy my house. It's a SMS text from (614) 664-3735. Their carrier is Global Communications and when I searched on their name, I saw all the other complaints. It's a local number and what is worrisome is that they include my home address in the text. I don't like that they have my address & phone number.

I have been paying Century Link for internet service since 2008 through the HOA. So my bill has been 30 and change and I pay 42.60/ month. The service was changed in 2015 without me being aware. I continued to pay the money monthly and when I needed to call a repair man. He informed me that I could not have service with Century Link. So I have been paying for a service I have not been receiving since 2015. Please review and get me some sort of a refund. I even had a credit when the service was discontinued in August 2019. Name: Penny Nichols Bank: American United Foothill Drive SLC and *231R shows the payments made to a service I was no longer receiving. Please review and my telephone # is [protected] if someone could call that can be of assistance and not tell me there is nothing that can be done... I paid it but you should of known there was no service.

I have received 14 calls from 8163688111 and that number consistently comes back to your company. It states a scenario which is a scam involving "deactivated social security account".

Despite my phone block and carrier block of the number, it continues to come through. Therefore, I must assume your company is clear violation of the do not call list which I am registered on.

Please cease and desist all calls to my number. [protected].

I do not wish to receive any calls. just take me off the call list. This is a scam and apparently, whatever subdivision is doing this, you are completely out of control.

Joseph Mosca

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

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!

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 .

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.

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.

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.

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.

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.

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

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.