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CenturyLink
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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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6:09 pm EDT
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CenturyLink phone & internet

My centurylink account number is [protected]. Built a new house on our property. Wanted our phone & internet moved 150 yards from our old house to new house on same property. Tech came out a week later said he could do it and we would have better internet. 2 weeks later they came out and buried the line. The man said we had dial tone and internet. Son hooked up router/modem, but nothing. After a total of approximately 10hours on the phone with centurylink and them sending out a tech at least 3 times that never came to our house and only made the situation worse by somehow forwarding our calls to our neighbors number. Then neighbor would call and they would fix his and left us again with nothing. This went back and forth like this every time a tech came out. I am a 81 year old woman that has no phone to even call 911 or my son if needed. My son was a phone man for 17 years. He understands that even though we were told there was enough pairs to accommodate ours, apparently there isn't. So I will go back to why on earth can't they just bring our service from our old house 150 yards away where we know there is enough pairs to our new house. My son gets some of his work calls through my phone and now he's losing business too. I called last week and they said they would be out today june 25th to look to make sure they could bring it the 150 yards, but of course they didn't show. Son called them yet again, and another hour on the phone. He has escalated as high as they will let him. They said a supervisor would be out in the morning. I will not hold my breath. Something has to be done about company's like this. We are now into this whole mess 1 1/2 months. Century link do your job and get my service restored now.

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8:44 am EDT
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CenturyLink homeline telephone service.

Person filing the complaint: sandra burks. Address 1647 powder mill rd. Ivanhoe va.
Phone number - [protected].
Complaint: for the past year my phone has been out of service 10 times. Each time century link was notified of the situation. Each time the approximate time that it was"fixed" was a week or more. The problem is popping and cracking and no dial tone and the fact that you can hear the tv in the background. If someone tries to call its goes straight to voicemail. When they come to fix it it may be ok for a month maybe 5 weeks then the same thing happens. I am an elderly woman who lives in a rural area where cell phone service is not good.I am not well. I need my phone fixed. No one should have to go through this. It has been 2 weeks this time since my phone went out. I have been told it will not get "fixed" until july 5th! really? i was also told to get my doctor to get me a med alert in the event of an emergency! what? don't you have to have a working phone for that to be hooked up on that? i shouldn't have to do anything. I need my phone fixed and i will continue to complain until someone listens to my cries for help getting my phone fixed. Pull up my work orders and see how many times my phone has been out. Too many!

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2:00 pm EDT
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CenturyLink telephone repair service

We LOST telephone land line service on June 12, 2018 and it was repaired on June 22, 2018 at 3:00p.m. Central Time.

Yes, that is 11 and 1/2 days of NO SERVICE, NO 911 SERVICE as well!

I placed many, many calls to Century over this time only to be told from a recorded message that there was a cable break and we-are-working -on -it! We will update this message every 15 minutes!

I was told by a representative named JOHN # AB 61582 that service would be restored at 10:00p.m. on Friday, June 15, 2018. Well, that never happened.

I was told we must have a phone that is off-the-hook as well.

I had an appointment for repair call on Wednesday, June 20, 2018 for between the hours of 08:30a.m. to 12:30p.m. BUT NO ONE SHOWED UP!

Our service came back on after an automated call telling us so on Friday, June 22 at 3:00p.m.!

I am not happy with this nor should Century Link Corporate. I am glad we did not need 911 also during this time.

What do I want from Century? I want a simple credit for this time of no connection and No response...You decide what you would be happy with in this situation.

Thank you, Harold O. Johnson/ 4557 Bloomberg Lane, Inver Grove Heights, MN 55076/ 651.455.9568

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6:03 pm EDT
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CenturyLink internet service

Non-reliable. 2nd time i called for a technician to come out and never came out. They don't even call if they are not coming out. No courtesy call or anything. I have to keep on them, more like babysit them, called them because our internet went completely down and they tell me yes there is going to be down time while the tech is out and should be here between 11:30-3:00 well it's now 3:00, calling them again...Been on the phone now with a michelle for over an hour. Now they are saying that dispatch has me down for a different date and my other service call # is pending... What is that? when they give me the order #'s for both and a date when they are coming but one is still pending...Doesn't make sense. We have a business and now we are loosing business over century link. This is ridiculous. I think they have too many people in the office and not enough technicians.

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3:23 pm EDT
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CenturyLink new dsl line

Almost 3 hours through 4 phone calls on with your company just to have a new DSL line installed. Two weeks this has been going on and to date I still do not have the line necessary fr our business! I want to talk to someone higher up in the co than the worthless people that answer your calls. My direct line is [protected]. My name is Tracy and I will be in on Monday late morning.

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12:01 pm EDT

CenturyLink internet

While waiting for my two year contract to be finished, I moved to an area with free Internet. Yeah Google! I had to change my address for billing purposes which I later found out restarted my two year contract. When I called they said they put a note on my account and that I could call on my original two years was up and they would be no cancellation charge. I think they told me this is just so I'd stop bothering them. I called when my original contract was up and canceled. I confirmed there would be no charge. I week later I got an email with a $170 cancellation bill. I called again and surprise there are no notes and nothing they could do. When I changed my address my two year contract started over . I didn't sign anything agreeing to this I'm not sure how they get away with this. I was a customer for over eight years. When I moved again I would've signed up with them but not now.

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2:12 pm EDT

CenturyLink home phone and internet

2 weeks and counting with no phone service. Cell service in our area is spotty at best. So heaven forbid someone have an emergency and not be in the exact area holding their cell phone and mouth just right for a call to go thru.
Everytime we call in it's like no one has a log of all the complaints of no service. Whole neighborhood is out and has been for half a month but when husband demanded a technician come out he was told he needed to be home in case the problem was ‘in our home'... really? Our one house caused an outtage for the entire freaking neighborhood of which we are smack in the middle? Nice try. Husband said he didn't have time to go wait all day for a technician to realize the ENTIRE Neighborhood is out and has been for 2 weeks. There's a problem with our lines but more so there is a problem with this company's communication with clients and obviously with each other.

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12:10 pm EDT
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CenturyLink billing — fraudulent practices

In 2011, I signed up my dad (100 miles away) with centurylink. Cancelled in 2014, he died in 2015. Bills sent to me. This week I received a past-due notice for $224. I called them, rerouted to maybe 5 people, nobody wanted to listen. It took about an hour and a half.
Next day, I tried again. Billing people tell me that I signed up dec. 2017 and cancelled in march 2018. No. Absolutely not — and wouldn't I have received statements? (they say I did). Such liars! Fraud people tell me that it is from my dad's service in 2011 that I didn't cancel (I cancelled by phone and by letter — they said they don't accept letters)... But still, would it total $224 after 5 to 7 years? I know that I cancelled my dad's, as his money was in a trust and I was executor — required to prove everything. But why two different stories? What is going on?

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12:07 pm EDT

CenturyLink contact and speed

Hello. I just spent 30 minutes on hold and being transferred all over the place. The end result my last transfer hung up on me. My internet is slow and all I want is modem moved. I pay almost $130 a month for terrible service. Every time I have ever called it is absolutely a nightmare. It is so frustrating to have to deal with this company for such an important service. I work from home and need internet to be faster. Can't even talk to anyone.

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1:37 pm EDT
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CenturyLink internet service

This is really getting out of hand with the service of how your people talk to customers over the phone. The tech came to our home on yesterday and told us why our internet isn't working properly is because we are using one of your 5th generation routers. My wife ask him for a new one and he said we had to put a work order in. My wife called today to put one in and the customer service representative told her she was not putting in a new work order cause it should have been fixed on yesterday. We pay for 2 lines of internet service with you and this is unacceptable. And nothing is ever done. We live in a small town were you are the only internet providers. If you wouldn't we would have been switched providers. We have 5 teenage kids who depend on your service and we pay on time and never late. Our money is good enough for you but when we have problems it always seems to be some kind of [censored] to get our service fixed. This has gotten to be very frustrating and like I say unacceptable. I want to speak to someone in upper management about this because something really needs to be done. Thank you!

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Update by Tim & Kat
May 30, 2018 1:39 pm EDT

There is no update. Centurylink does nothing and treats there customers horribly. It's time we get a new provider for internet service in our area.

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9:48 am EDT

CenturyLink no solicitation program

The program I pay extra for works fine during normal business hours...but,
who is the genius in tech, or vendor that did the program, and decided it should
ONLY run after 8am and into evening ...WHY NOT 24/7 !
Hey I'm getting spam /solicitation calls at 7am...spammers aren't normal business !

of course my calls to the company do zero good, can't get anyone on the phone that knows anything, and corporate won't respond

Century Link sucks...and they wonder why people cancel their land lines

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1:07 pm EDT
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CenturyLink new service

Order# N83004377
Account# [protected]
Today a young lady set up account. I Was transferred to discount Department for a $10 discount for being a AT&T customer. After a few minutes the lady from discount department answered phone with a voice I could not hear once I asked her her name she hung up. I called back waiting 15 minutes to speak with Alfonso to find out I had to be transferred again I then spoke with Craig this took five more minutes to get a hold of him as I asked for a manager they would not do so .

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9:32 am EDT

CenturyLink customer service

I called in and spoke with someone about getting my internet turned back on and they told me to pay the total amount of 218 and they would have my service turned back on within 24 hours. So here it is 4 days later and it wasn't back on. So i called in and spoke with Mike (ab82865) n he told me that my account has been closed in I told him that isn't what the representative had told me. So he had a nasty attitude and said it's nothing we can do from u. He said"Either you pay another 100 dollar deposit or thanks for clearing your bill and laughed" so I asked him could I speak to a supervisor and Mike said " he just going to tell you the same thing and all the supervisors are to busy. He was very very disrespectful and very unprofessional when it comes to dealing with people. Then I kept asking for a supervisor which he eventually gets on the phone after having me on hold. Which was Micheal Smith(ab4305) and he was also unprofessional. Instead of trying to come up with a solution he just said pay another 100 dollars or it's nothing he could do.. And that isn't the way to keep customers and customers are what makes century Link...

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8:12 am EDT

CenturyLink internet service

Your customer service sucks. I have had you guys for more than 5 years. Tuesday my dsl light turned red. Called cs. was told a technician would arrive between 9:am -1:000 pm Thursday. ok so far. Then I get a text that technician would arrive between 1:00 pm 5:00 pm Friday. ok will take that. Then when I called on Friday at 5:00 pm wondering where the technician was, was told that he had come and even tried to call me. Checked my doorbell and my phone, which had been with me all day. Bell worked fine. no calls from century link. had my mom sitting on the couch till I got home at 2:00 pm then I took over so no way would we have missed the tech. Spoke to a manager Chris who informed me that don't know why the service desk had told me that someone had come by as no one had picked up the ticket as yet. I was told that a manager would call me back. No calls. Called again on Saturday. Transferred to some team lead in Nebraska. Was told no managers available had to wait 48 hours. Was also told this time that a tech had come by twice on Friday. Really? Had called me too. When I asked what number was dialed, she did not know. Offered me 25 dollars discount. REALLY? next schedule date is Tuesday. Who is telling the truth here? Still no internet service. Making me look like a fool? Expecting me to be so very happy with a 25 dollar discount for a 89 dollar plus service? Are you guys for real? you trying to make me lose my job or something? The lady in Nebraska even told me that she couldn't change to an earlier date and that every truck had a gps system. Well then did she really think that I did not want help with my internet? That I would not make sure that someone was waiting for the tech to come by, especially when my job counted on it?

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6:17 pm EDT

CenturyLink internet installation

I ordered internet services and installation on May 11. I was told that a technician would be at my home on May 18 between 12 & 4. I took off of work and sat home waiting. At 4:30 I decided to call and see if someone was coming. I was told that my account was put on hold because the internet speed they told me I would receive was not available in my area. So you have been knowing for a week that it wasn't available and couldn't call? REALLY! After being put on hold for 20 minutes then being transferred to a different department I was told the service date was for June 18. I informed the guy I was talking to that according to the email that Centurylink sent me it was May 18. Again REALLY! You mess up and want to lie. He next tells me that he could get me scheduled for May 23 from 8 to 5. For the 3rd time REALLY! You want me to take off of work again in the hopes your technician might come? I tell him just to cancel my service because I deserve much better customer service then what I'm getting. He then tells me I have to return the modem within 30 days or I'm going to be billed for it. The 4th and final REALLY! I don't have the modem because your guy didn't show up. The final insult is I have to wait 3 to 5 business days for a refund. Apparently Centurylink does feel that their customer's time is of any value.

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1:09 pm EDT
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CenturyLink phone service

Centurylink charges $7 per month extra for unlisted and unpublished phone numbers. I had to change my number three times because information (411) kept giving the number out when requested and showed up on google searches. I made an FCC complaint and because Centurylink said they adjusted my account, nothing was done. I had to cancel my service completely.
People are paying extra for a service that Centurylink is NOT providing and privacy is compromised.
Please investigate into this matter.

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12:43 pm EDT
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CenturyLink customer service and wrongful billing

I am so displeased with Century Link, This is by far the worse buissness I have ever dealt with in my life... I have had Century Link since June 2014 for my internet and it has been nothing but annoying the bills are always higher and higher which is frustrating. Now recently in March I added a phone line and missed 3 days of work in the month of March because the 800 - customer service does not know how to do their job and didn't fully schedule technechians to come and set up my phone line. The third time my mother in law had to sit at my house for 4 hours and no one showed up I called so upset and let that lady know someone needs to come to my house now, this is ridiculous! Someone did by the name of Josh who is from Longmont CO. And was bad mouthing century link left and right which I agreed, but on your part that looks entirely bad for even your own team to speak bad about you. Come to find out Josh did not take care of anything the phone line was never even turned on we wnet back and forth to big lots and wal mart and Target to return phones 4 times because we thought it was the phone we were buying that was not working.. I then reached out to Paul who works for century Link, he finally fixed the issue and noted what had happened with people at century Link not doing their job! I received a bill in the mail stating our services would be 95.00 and my card was charged 280.00! I called on May 7.2018 and wasted 2 hours being transferred around because no one wanted to research and help me...Finally I found a Rick Larson who was so far good, even though I have yet to have a credit on my account.. He wrote thuro notes and stated Century Link charged me 150.00 for a new internet box! Rick apologized for my issues with Century Link all around This day on May 7.2018 I was also hung up on twice by 2 reps. I'm just really displeased and would like compensation for all of this as of August I will find a new service to go through. Being that I am a native and a office Manager to a well known dental office I speak to a lot of people in my community, and everyone I speak to about Century link they can not stand your service all around as well some of us do not have a choice to go elsewhere, someone I spoke to who is a dentist in town said to write this review and go to the better buisness bureau. My issue stems farther then just this complaint, I hope to see my money soon that you took from me because of your staff not knowing how to do their job and not caring about your customers! Jennifer Waller

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5:54 pm EDT
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CenturyLink customer service from representative (francisco)

I called the Arizona Call Center and spoke with a representative named Francisco. I asked if there were any packages available for students because I knew Spectrum does offer them. He said "Well, it seems like you're looking for a handout and maybe you should just go with Spectrum." Honestly, I was HIGHLY offended! Francisco never offered me one package! He never even asked for my address or even my name. He pushed me right out the door to the competition. Francisco's customer service skills were the poorest I've experienced ever. I actually considered CenturyLink a reliable company until today's call. Please, remove Francisco from the call center and properly train him on how to WIN a customer not send them to the competitor.

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1:11 pm EDT

CenturyLink internet

I signed up for internet on the 9th was told it would be here by the 17th did not get it till the 23 set it up had no internet called to get it they "turned it on" next day still no internet and they had also billed me again even though i had gotten nothing had to call them again to once again tell them my internet was still not set up and that i needed the overcharge sent back to me they did give me the overcharge back but then wanted to charge me $70 to get my account changed from prepay to postpay and then another $60 to come and fix my internet even though there is no way for me myself to fix it

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11:28 am EDT

CenturyLink inability to send a customer a copy of a paid bill via e-mail.

On April 24th, 2018 after speaking with 5 different people, providing my phone #, [protected] and trying to speak with someone about the simple fact that CenturyLink can't send a copy of a paid bill via e-mail, I am without words! Your policy that I must get a My CenturyLink account in place so I can print my copy of a bill or it could be mailed for a $4.00 charge leaves me speechless. I explained that at 65 years old, the state of Georgia requires that I must renew my Drivers License in person. One of the requirements is that I must bring a copy of a utility bill proving my resident status. I owned a business that provided Technical services to Airports, Hospitals, Hotels and Municipal Governments so I know that this was not a difficult request to fulfill. The inability to even speak to someone that could affect some change and/or provide some semblance of Customer Service is appalling. One "Customer Service Rep" actually tried to sell me DirectTV after telling me that there was nothing she could do to help me!

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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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