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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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5:23 pm EDT

CenturyLink staff training - "same customer - same location - multiple modems"

I have two lines/modems. I called to cancel one modem. Customer Rep verified info for both modems and canceled the appropriate modem - took 40 mins. Cust Rep sent me to tech support to verify the modem number for return. Tech Rep told me that Cust Rep canceled BOTH lines not one line. Tech Rep told me that I shouldn't have called to cancel a modem, I should have just put the modem I no longer wanted in a box and mailed it back. He assured me that he was not blaming me for their mistake, he was just informing me. Tech Rep escalated my call to higher-level Rep. That Rep verified that both modems (my entire CenturyLink account) were canceled and told me that my canceled acct could not be reactivated and I would need a brand new acct. He started to ask for my information to create a new acct... when after 1.25 hrs on the phone, I was disconnected. I called back and got another Cust Rep. I told him that I needed to create a brand new acct. He looked up my "so called canceled" account and said that everything was fine - "Your acct is fine. You have one canceled modem and one active modem. There is no issue." At this point, I don't know who to believe. I guess I just have to wait and see if I have service 24 hrs from now. What I thought would be a simple five-minute call took almost 1.5 hrs, so far... I'm stressed out and exhausted.

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10:53 am EST

CenturyLink internet customer service and service

After a year of promises and their best offering of 5mbps, that didn't break 2 mbps internet svc in january I ordered an upgrade offered to me by c.l rep for 80 mbps internet service. When tech came to install it, he informed us that they needed to update the wires from the neighborhood network interface through the alley and a neighbor's yard to the pole behind my house, and ultimately upgrade the drop to my house from the pole to allow us to get the 80 mbps internet speed. It was no problem and they would get it done because the equipment at the interface was all replaced however the lines from it to the poles is old and degraded and they need replaced to utilize full benefit of the new upgrades. Shortly after, rep came back in and said that they had a couple of yards they needed to access to run the updated wiring but one owner was not home and without consent they couldn't enter his yard. He said what he could do was upgrade the service immediately to allow us 40 mbps speed. Furthermore, he would get with the correct dept and coordinate these upgrades of their wiring in the neighborhood affecting my requested service upgrade, customer service would then reach out me to schedule completion of my order for 80 mbps. He also stated "don't worry there will not be another charge for technicians since it was a planned upgrade and the issues are beyond my property lines and we're c. L property anyway. Almost 2 mos. Later with no new status update, I decided to reach out myself and see when I could expect service order completion. After an exhaustive 1 hour and 56 min.in a chat with multiple depts. Some more than once transferred to the same depts@ over and over, then trying to understand the issue which they didn't. I decided phone. Again, transferred multiple times and ultimately reaching a rep. Named sam who after explaining the situation said it would be another $99 install charge to complete the order, to which I declined and asked for a supervisor. Each of these transfers ranged from 15-45 min so I quickly investing hours in this process that should've been handled by the tech and customer service the day of install. I was given to supervisor keller employee id #fosl085 explained situat ion for the 5th or 6th time, was told that the only way to do this was pay the $99 charge as their techs don't work for free. I explained the work needed was to their network equipment, not my homes and that tech is the one who told us this was the how he would get our order filled. She again repeated that their techs didn't work for free and we were displaying credit seeking behavior and she informed us of the only resolution available so if I didn't want to pay it wasn't going to happen. She then asked what I did for work to which I replied it was irrelevant and she said it was because woukd I work for free? My response pointed out that the upgrades were to their network to provide the full upgrade offered by them. Their wiring was old in my neighborhood, not mine, they offered the upgrade, I didn't seek it out, and these according to the tech were planned and necessary for the full potential of what they've already done to be realized. And how was in seeking credit when all I was asking for was what I ordered 2 mos earlier? I then grew agitated as she continued accusing me of displaying credit seeking tendencies and said to call or file complaints she didn't care and our conversation was over. I asked her for her supervisor and she stated she could put someone on the phone but wouldnt be her supervisor I agreed that I was done speaking to her and she needed to take c. S manager training because she was less than competent and irrational trying to charge a customer for network upgrades to their equipment, I was already paying for it in monthly fees for the service level ordered.

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4:23 pm EST

CenturyLink internet

Stay away from CenturyLink! Dont switch! Dont believe what they say. The internet is very slow, down time a lot, you will have no internet for days. I have no internet for 2 weeks, I called every day, made appointment 4 times, no one show up to fix. When I cancelled the service, I still dont have the internet up, they charge for disconnection fee, cheating fee, rip off fee, robbing fee, liar fee and I end up with the big bill, even though my bill paid up to date.
We are all victims . I surprise that they still exist in the US

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7:19 pm EST
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CenturyLink phone & internet service

We are having an ongoing problem with our CenturyLink service in Pueblo. In October of 2017, our Internet and telephone line went dead because CenturyLink mistakenly re-routed our line to a completely unrelated building in a different part of town. We did not have service for over a year.

Month after month, we called CenturyLink to get the situation resolved. Eventually they restored service this past month (after being down for over a year). They verbally promised to credit us for the months that the service was down, but every month we keep receiving a bill that continues to accrue, with no credits being issued. Alas, we have been "Played" by CenturyLink.

Our CenturyLink bill has now accrued to a significant amount, but even after speaking with the escalations department at CenturyLink, they refuse to do anything for us. CenturyLink's customer service representatives are extremely rude, abrupt, and condescending. We should not have to pay for CenturyLink's mistake, and we should not have to pay for service that we did not receive. We simply seek a fair resolution to this situation where CenturyLink gives us a credit for the months that we were down. Apparently this is too much to ask from a telephone company that is run by a bunch of low-life scam artists. CenturyLink's approach to customer service has reached a new Low.

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8:43 pm EST

CenturyLink fraudulent billing

I had a bundled internet service and tv service with Century Link. I called to move my service effective 6/1/18. They initiated service at my new address, how ever it was only TV as they did not provide internet at my new address.
However they failed to disconnect my service at the address I vacated.
I kept getting crazy bills, but work was hectic to I paid them. Finally I realized how much I was paying for tv service I called them. After hours upon hour on the phone they saw the problem, admitted they failed to disconnect my former service. I was informed I had to pay the entire amount due and call them back in a couple of days. I called them back in a couple of weeks. They said there was no record of my canceling my service at my former address (really, I would call to set it up at my new address and forget to turn it off at the old address?). They sent me a check for $31.00 I figured I was owed closer to $1, 00.00
Then I get an email about my delinquent account with AT&T for direct TV. Somehow they transferred my account to them.
If there activity is not illegal it should be.

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11:27 am EST
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CenturyLink after the first year of my 2 year guarantee the price went up

After 2 months of getting the original quoted price to where it should be I was paying $138.88 a month. Now I have been paying $161.09 for the last 4 months or after the first 12 months of my 2 year price guarantee contract. I called a few times and was told it is because of a customer package we can't use anymore. I said what happened to the guarantee and was told they can't do anything and they won't let me out of my contract unless I pay the penalties
I filed with the BBB and they offered me $80. I said no, I want my price guarantee. I will be paying over $240 extra this year, $80 doesn't cut it

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11:49 am EST

CenturyLink internet

Supposedly ordered at Ease internet protection at the time my service was converted to fiber optics on Nov of 2017. I called to see what this charge was and they service rep Alonzo statedi had ordered it. I wanted to receive documents that stated I had ordered it and he said he could not provide this since it was over 3 months since I had the service starched. I asked to speak to his manager and the manager David stated I received a confirmation letter in Oct 2017? I asked for him to mail me a copy of this letter and he said he cannot. I asked why it wasn't archived and he said they don't archive or recreate letters? I purely was explaining I wanted basic internet with frills and I believe at the time the change too place I was upgraded unknowingly. I will take my complaint to the better business bureau and consumer advocacy groups. I cannot believe I'm the only customer looking for confirmation of an order I had supposedly placed. I would like the order confirmation and refund.

S. Means
[protected]

New Account number [protected]
Old number is on the old bill.
Service changed 11/2017

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4:19 pm EST

CenturyLink customer service

I called the customer service number 800-244-1111 to ask a simple question about my service. I was on the phone 45 minute and talked to 3 people and was then hung up on. No-one knew the answer to my question and one representative told me there were no services connected to my account.That's nuts! I am using the services and I am getting billed for them each month. Centurylink customer service is horrible. Representatives are rude, uniformed and inaccurate compared to other companies with similar services Centurylink is the only provider in my area. This would not happen with free enterprise. So much for regulation!

It took me 4 months just to get I'm internet connected. they kept messing up the installation! I then had to make reversal phone calls because there were billing problems!

This company is terribly incompetent! How are they allowed to stay in business? Everywhere I look they have terrible reviews!

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1:39 am EST

CenturyLink internet service

I started seeing issues with my gigabit service that I pay approximately $97 a month about 6 months ago around August. Every night between 10pm and 11pm my service would go down as well as 1 or 2 other times during the day(security cameras would inform me). I've been trying to resolve the issue since mid November. The first person, Pam 11/15/18, sent me the wrong modem to try to fix the issue. The second person, Mitchell 11/21/18, sent the same wrong modem. Third was Teresa 12/6/18, sent me the right modem. I got it switched out but it didn't fix the issue. I asked for a month of free service for my inconvenience and she offered 2 weeks. I got a bill in the mail for $40 more than is my usual bill. I called and talked to Jo 12/17/18, forth person and they charged me for shipping of the wrong modems and didn't have any 2 week discount. I was told I should see it in a month or 2. I called again since the new modem didn't fix the issue. Fifth person, Rachel 12/26/18, reset the line. still not fixed. Sixth call to Ken 12/27/18, he tried to get into the modem from where he was but he said it was too slow...this is where I'm starting to get irritated and feel as if there are taking my money without providing the service. I have a service tech coming tomorrow to try to fix the issue. I'm not really holding my breath since time and time again they have dropped the ball in fixing the service I pay for. I'm trying to stay reasonable but I do feel at this point to warn potential consumers to stay away from Centurylink as they apparently can not provide the service the claim to provide. I'll update this review if I can get the service I reasonably pay for.

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1:56 pm EST

CenturyLink voice and internet service. first my voice. today is 12/27/18 and for 4 hours I have not been able to connect with a outbound call.

I stayed on your chat for 2 hours trying to get a response. Got nothing. For the past 4 hours I tried to make out bound calls and got a recording all circuits are busy now. Centurylink needs to sell out to someone that can provide technical service. If things don't improve ai will go to satellite voip. I get tired of trying to make a call and can't and can't get tech support from centurylink

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Update by Charles Beasley
Dec 27, 2018 1:58 pm EST

No help from centurylink

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12:34 pm EST

CenturyLink internet service in decatur texas

I think it is completely unacceptable that I cannot get more than 6 Mbps internet speed at my residence. And to add insult to injury, you want to charge $45.00 per month for it! All other carriers offer a MINIMUM of 50 Mbps for $50.00 per month! At the very least, you should bring the price for 6 Mbps down to a fair market value of $15.00 a month, But you need to start offering much more usable speeds. It seems to me your company does not care about the customers out here. I am considering filing a formal complaint with the FCC and definitely with the BBB and posting negative blogs about CenturyLink especially excoriating your CEO

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1:13 pm EST

CenturyLink internet service, customer service

set up service on 10/26/18. everything was fine for a month, then they disconnected me. No reason was given. I called and spent two hours on the phone talking with multiple people. They transferred me at least 7-8 times, different customer service people said they could not help me or answer any questions. In the end, I had to set up a new account, and now wait another 4 days for someone to come out to my site and do something to turn on my service. why can't a single customer service rep handle my issue!? seems they have different class of customer accounts and one type of account can't be handled by certain customer service types. that is a internal Centurylink issue, not my issue. When I call customer service, they should be able to handle my call, not transfer me 7 different times.

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10:41 am EST
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CenturyLink customer service

I was supposed to get service on 9/5/2018, but called a couple of days before to cancel the install. I had paid $100 for a deposit, and was told it would be 60 days to receive it. So I waited 30 days and called and was told an escalation would be put in to get it sooner. So now it's right at 90 days and still no refund, so I call back and was told I was charged non-return fees for equipment that was never sent. I have been assured that it will be taken care of and another escalation is being put in but it still may take another 60 days to receive my money. I am disgusted to think that I have to fight this company to get my money back and it's already taken a quarter of a year to get this taken care of, and I probably won't see my money until half a year later. If this is how you treat your would-be customers, I'd hate to see how you treat your actual customers!

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7:18 pm EST

CenturyLink internet service is being throttled down and even at times no service at times and when I call centurylink they say they dont do that.

I have purchased a vpn for the internet and everytime i use it centurylink throttles me down to near nothing and i have many video's of this and sent them the video's also and they tell me they have no way to throttle down services and other at the company said they throttle people with vpn because they cant see what we are streaming or what we are doing.
They wont stop throttling me and in this they are denying me the service i paid for !
they think its a damn joke.

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Update by Matt Gassler
Nov 25, 2018 7:22 pm EST

2 more pics

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6:24 am EST
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CenturyLink tv and internet service

called to cancel service as my wife had stroke and is chair bound the reason my tv went out called and complained was told it would take 2 to 5 days for repairman.i told woman i was mad and wanted to cancel that there is a local service in my area with trucks running all over i was told i have 5 months left on contract i said no problem however she had to inform me there tv was going out and they have direct tv coming in she had to explain to me before cancelation was that alright i mentioned i was to dinner she said i will call back in two hours to cancel no call and this morning got e-mail from direct tv this is your new agreement you are now a member i already installed yesterday from other network. what is going on i hear a lot of seniors that this happened to and don't know what to do as with me i would appreciate a

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8:37 pm EDT
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CenturyLink internet service infrastructure in iowa city

"I am starting a revolution, hoping it goes viral:

#NotGoingAway

I urge others w/ Century Link customer service issues to join my battle cry. Make them listen to us. Tweet this, Facebook it, whatever you need to do: Not. Going Away." Posting this wherever possible.

I have been dealing with you for 14 hours on the phone! We've had an outage for going on three days, and it's because of major infrastructure problems here. I cannot get anyone above supervisor level to talk with me, and a supervisor can't solve this. I've talked with you 32 times in the last few days. Finished. This is the route I go now. All out media blitz...

Laurie Cummins
[protected]

Upper management, quit hiding in your glass castle and call me.

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1:52 pm EDT
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CenturyLink technical support

Hello,
My name is Cora Porter. This morning I went online for technical support. The person that helped me the first time did the opposite from what I was asking, which made me contact them again. A lady named Dianca helped me, she was patient and professional, and I'm a satisfied customer because of her. The person before her waisted a lot of my time, I lost time from homework and sleep I'm sure it made Dianca's job harder. I did not get that person's name or the time, all I can say she was before Dianca.

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Update by Purple93
Oct 29, 2018 2:00 pm EDT

Earlier this morning I contacted technical support and the support person did the opposite of what I was asking which waisted a lot of my time from doing homework on line and sleep. I had to contact technical support again. A lady name Dianca finally helped me. She was patient, and professional, I'm a satisfied customer because of her. I did not get the persons name that was supposed to help me before Dianca, or the time. All I can say it she was before Dianca.

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8:24 pm EDT
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CenturyLink cancellation

I cancelled my CenturyLink account over two months ago and they have been charging my credit card. They will not refund my money and keep disconnecting me once six times in one hour. Totally worthless when it comes to customer support. Then they blame me and basically call me a liar. It's another big corporation that seems to transfer you around and around until you give up out of pure fustraition.

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12:52 am EDT
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CenturyLink fraudulent phone numbers your company is servicing

Two individuals, a supposed Brad Johnson at [protected] and Austin Baxter at [protected] are running a gift card scam using these phone numbers. I know the 768-3391 number is serviced by your company. The other number may be as well. The ring leader appeared to be Austin at [protected]. I would like you to disconnect their phones to reduce their current fraudulent activity.

The incident is on file with the Idaho Falls, Idaho Police Department. The investigating officer is Zachary Keating and can be reached through Dispatch at [protected] or Zachary's Mobile at [protected].

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asylum23
asylum23
, US
Nov 29, 2018 3:44 pm EST
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These people ARE the scammers, just google their dba name: Global Crossing Telemanagement, Inc.

They have several other names, but they have hundreds of "locations", not really at those locations, allowing them to spoof all area codes in the US.

I got a Robocall, owe my state lots of money, but just give them my ss#! If you actually talk to this lot of them, they are from India and they are spoofing #'s.

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11:55 am EDT

CenturyLink bundled service with directv and improper billing to customer

Direct TV and Century link are on two different billing cycles with a difference of 30 days. So when improper charges, credits, or changes are made to Direct TV it is not reflected in a timely manner. So Century link bills for the full amount and does not communicate with Direct TV about changes. This causes the bills to rise. When I disputed the amount and told them of the changes I was told deal with it nothing could be done till it posted 30 days later. In the end I had a huge bill full of improper billing. I tried to do a promise to pay. I am a disabled veteran on a fixed income. I was only able to pay half of the promise to pay but a few days later paid the promise to pay in full. My account was suspended due to not paying it in full and was told that the full amount not just the promise to pay was due. I again disputed the charges and told them that they needed to speak with Direct TV about this. That it was unfair to the customer that they didn't have the billing straight despite offering the bundle to the customer. I was charged full price service for another 2 months on a suspended account. Direct TV was now taken off the bill despite the dispute. When I called again and asked why I am being charged full charges for services not rendered due to the suspended account I was told to deal with it that they can do that until the account was permanently closed. I closed the account and now disputing over $700 in charges. Poor customer service, poor billing practices, possible fraudulent charges... If not satisfactorily resolved will be contacting BBB and Attorney General and filing a complaint.

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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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