CenturyLink
reviews and complaints

February 7, 2018

I have been a 5 year customer of Century link. I have had many issues with Century-link early on including service, incorrect billing, lost connections for multiple days, random increases to my bill not due to annual renewal and slow service response time. I have continued to retain Century-link's services due to the fact I have always been able to keep my monthly bill (Internet and modem) at or under $35. I find that every February I need to go through the same lengthy process and multiple transfers, of listening to a sales representative tell me that they are unable to meet the $35 a month plan and until this year, Century-link has been able to find a way to continue to keep me as a customer and keep my total bill to $35.

This February (2018), my renewal month, I have been informed after another lengthy conversation, (49 minutes) that Century-link is unable to continue to maintain this price. I was offered the exact same service for an additional $10 a month or a $30 credit card or, if I added Direct TV, I could get it to my price point (with an additional $45 for the TV), which I am unwilling to accept or need for that matter. After asking to speak to a supervisor (which was clearly not going to happen because Alexander tried everything to not allow me to speak to one), and multiple times being verbally rerouted and led down another path, I asked for an Internet address or physical address to sent a written complaint to. I was told that I would have to look that up on my own and that the call center had no information about that.

It seems as if Century-link would rather discontinue service to a loyal customer that would make them an easy $35 each month, but would rather lose $35 each month because they were unable to continue the same service that they have provided for the last 5 years. (7Mpbs)

I teach first grade and use my Internet solely for e-mail to and from my school, and writing lesson (I do not use any streaming services or gaming devices and never have.) I have now put in a stop service order to terminate my services with Century-link unless there is a way to continue my $35 monthly fee.

I am very disappointed that Century-link would choose to lose a client due to such a small savings to their company. Rather than making $35 a month, or $420 a year, Century-link is choosing to lose a customer to another Internet service provider.

I would like to continue my services with Century-link if my current $35 monthly rate will continue to be honored. I have already been pursuing alternative providers.

Please let me know if there is a way we can continue our provider/client relationship by honoring my current $35 monthly plan or if we need to sever our relationship to pay a competitor my $35 each month?

Thank you for taking this matter to heart. I appreciate your understanding that as a single teacher, I am on a very limited budget and although $35 may be a drop in the bucket for a large corporation like Century-link, $35 a month is much more to me like a week of gas.

Again, thank you for you time and I look forward to a quick response as I have cancelled my services as of today and need to move forward in this matter.

Very Respectfully,

Joanne Wheeler
[protected]@aol.com
[protected]

This is not so much a complaint as much as the story about installation; here is what I learned.

*never accept installation dates without a commitment to have technician actually assigned to the installation site. In many instances, installation dates with no technician assigned to your house. That means that there is no assurance that anyone will actually show up. In fact, I was told by a supervisor ("team leader") that this is currently a common occurrence. Other customer agents have stated that "patience" is necessary. In other words, Centurylink may repeatedly demand that customers be at their residence and await installation with no plans to actually do the installation.
*installations require an outside action, another trip to the office, another trip to set breakers, and another trip to the residence to actually install the box. The travel alone may take hours depending on the location of the house. Thus, it is likely that a single technician may only complete one residence on any day. However, many more appointments are made than there are technicians. Thus, there is actually no way that appointments can be made. It is akin to selling more seats in airlines than actually are present with the assumption that people will not show up.

I ordered a regular telephone service on December 4th, 2017 CenturyLink techs have pushed my company off and I still do not have service to my business. I have called multiple times and they people on the phone have been very nice and polite and have told me a new time and date that the tech will be out. However, I still have NOTHING. I am very frustrated with this company but I have to have a land line for my business according to state law. I have my lot/office approved by a MSHP officer before I can start my company so I would like to start my business so I can make money. What do I need to do so you will come out and fix my service so I can START my business.

My payment was overdue (they had wrong address) I paid online to have service reactivated. Called to tell them I paid, they had no record of payment. Told me I did something wrong and to try again. I told them if they charge me twice it'll overdraw my account. They told me I'd have to take thatbup with my bank. I paid again doubting my accuracy of my first time. Well, they had received payment so both payments came out within ten minutes of each other. I spent 39 minutes in three calls with them to get no where. Here's the best part. I can't cancel service until it's been reactivated which will happen 24 hrs after my account is current.

account [protected]
Christopher Constable, 61 Fairway road Rotonda West Florida 33947
on 5/02/17 I was online chatting with Arron G and was quoted $66.90 a month plus taxes so I agreed and we paid for the techs to come around and hook us up, $59.99 I bought the century link modem from them for $99.99 and was assured if I changed back to Comcast it would work with their system.it doesn"t.
And our bills have never been as quoted, we only used part of June before putting it on vacation until September, so our fist bill less tech and modem was only $55.04 and the vacation payments went from, July $14.96, August $27.43, September $26.80 October $114.00 November $93.54 December $93.54 January $113.73 so much for $66.90

The internet at my house is very slow. I need it for my job and it's crazy I have to go to my mom's which is 6 miles away to do my work. All the people on my road is complaining about slow internet speed. We have a large business right below my house(1 mile away) and they can't do what they need to for their business. Please consider helping my community out

I've been with CenturyLink for a year now and was quoted one price charged another and when I called in they said it's been adjusted and then they charged my CC the higher price! Over the last year I've been charged about $240 over my agreed upon bills. My bill is suppose to be $154 and below is a copy of what my CC was charged from their site. Every month I'd call be told it was fixed and just now found this showing me only three times was my account actually adjusted.

Payment Date Bill Payment Payment Method
12/15/2017 $178.64 Card
11/15/2017 $128.68 Card
10/16/2017 $275.68 Card
08/15/2017 $181.50 Card
07/17/2017 $181.30 Card
06/14/2017 $181.30 Card
05/16/2017 $121.30 Card
04/14/2017 $171.33 Card
03/17/2017 $171.33 Card
02/15/2017 $187.37 Card
01/13/2017 $194.69 Card
12/14/2016 $181.39 Card

I am hoping that someone with executive level authority at Century Link can help me out here. I have been a long time customer and was grandfathered into rate that was a great rate for the services provided. When I contacted Centruy link on another issues, broken modem, the person I chatted with had said that they could get me into their new "price for life"program and that my internet with two voice lines would be lower than what I was currently paying. This was back in end of September. That was not true. After multiple billing issues over the past three months, numerous phone calls and chats, credits and adjustments, most of the other representatives I spoke to could not understand why this initial person switched me over to this new program when the price was not actually lower and now is in fact $22 more per month. Now centurylink says that they should have never done that to my account but no one can get me back to what I was previously billed under. and they won't get credit me to get back to my old pricing. They were the ones that incorrectly quoted me a price that was higher and changed my account. I did not ask to pay more on my bill, why would I do that? and now they won't take care of it because they say they can't. I find that hard to believe that someone can't fix this for me, whether it is give me my old program back or offer me a reoccurring edit on my bill. I will not provide account information here. Will provide it to someone that will reach out to me from Century Link. I am so upset and desperate for someone to take care of this once and for all.

I ordered your internet service which you promptly billed me for but I still have not received service. Your install department rescheduled twice and then never showed up. I waited over 3 hours and then spent the next 4 hours on the phone then spent 2 hours the next day on the phone. One week later no service still. I will not pay for something I have yet to receive and will be cancelling today. From the reviews I have read about centurylink online I should have stayed away in the first place. I will never use centurylink and will be telling as many people as I can about my experience.

I sent the following email to Jeff Storey, President.

Jeff,

I hope this email finds you. I think it is very important that you are aware the level of customer service I have experienced from the wait on hold, transfer drops and unfulfilled promises. Overall, it has been a stressful and horrible experience for my Acct #[protected]. If this were my company, I would want change, immediately.

I was a customer for about 12 years. I needed phone service in a condo I owned and rentetd out in Keystone, CO (ski condo). I had auto-payments so I never missed a payment and I am not sure the phone was ever even used.

I sold this condo last October, 2016. I called Aug 2016 and again Oct 2016 to cancel. There is no record of my call or my account being pulled up. I can tell you this does NOT surprise me based on the level of customer service I have experienced the past year. But it apparently was all the manager, Julie, could focus on. After 3 hours spent today on the phone, I finally gave in and had Julie just cancel and back date only four months, the maximum she could do. Now, I will provide some background of my calls and the anguish (yes, anguish) I have gone through to get this done, even though I believe I should have been credited back to Aug 2016 (my initial call to Centurylink, that was not logged).

Background:
Condo put on market and under contract Aug 2016 - I called and thought I cancelled this account since the phone service was for this condo
Oct 2016 - called again to cancel. Rep had hard time finding my account b/c I had no idea what the phone number was (again, this phone was NEVER used. I just paid $35-$39 a month)
- I closed on the condo Oct 2016. No longer own the place the phone service was in. No phone connected.
Oct 2017 - I realize I am still being billed for this. When I saw the auto draft, I confused it with my second home phone line. Once I realized it was for the condo I no longer own, I called.
- I spoke with 2-3 reps (didn't ask their name). I got disconnected TWICE when they attempted to transfer me to some one who could help. Probably wasted 30 minutes.
- I finally got Ron (F0HPFOHP164) on the line and he promised to not try to transfer me. Ron was very helpful. Ron advised not to disconnect account b/c then I could only get 4 months credited back. If I left the account open, he would make sure a manager called me to get this resolved and retro to at least Oct when I can document the condo was sold. Ron really did a great job, although, he didn't record my more recent email which we went over several times. I never got an email from a manager, nor a call.

Dec 2017 - I got billed again and $39 deducted from my account. I call the customer service number on the front page of Centurylink website. I have a screen shot I took when I was 1 hour and 49 minutes into the hold (I stayed on hold for over 2 hours until I finally hung up). Picture is attached of screen shot.
-While on hold, I contacted a web site customer service rep, Cody S. He tried to help but said to call another number b/c he couldn't help. He did make sure I would give him a good rating on the survey.
-I called the number Cody S recommended on my other phone line. Got through after about 15 minutes and spoke with Robin (AB81828). She was very friendly and nice, but couldn't help me more than Ron could 6 weeks ago. She asked me why reps didn't note my account when I called and I responded that I have no idea. I have no idea why he didn't note my account, nor why they disconnect me when I am getting transferred or why I would be on hold for two hours when trying to reach customer service. She couldn't answer my questions just as I couldn't answer her one question.
- Julie did not see notes on my account from my calls in Aug 2016 and Oct 2016. Even though I had proof of frustration, not so perfect customer service, it was all on me. She could see my account was paid every month for 12 years with zero activity. She couldn't have one bit of leniency, because there were no notes on the account. I clearly was stating every single thing I knew, I was VERY frustrated and she was all by the books and didn't take the chance to make a great customer service move.
-I gave up. After hours on the phone today, ignoring my kids and my work, I finally said just disconnect and give me the maximum four months credit. I couldn't believe that was the best she could do for a customer who just spent hours today, on top of hours in Oct, on top of probably an hour or so in 2016. I just gave up so my husband didn't have to worry I was going to have a stroke.

This has become not about the money. This has become about the principle. I hope you recognize this and make some changes. I know I will never go back to Centurylink and I will never recommend Centurylink to any of my friends, colleagues or clients.

I am sure this will never reach the right person, but it sure makes me feel better getting it out. Now, I can go play with my kids.

I don't know where to start. Since June it has been a never ending list of things that have gone wrong. We moved into a new house in June. We had you guys come out and install the fiber optic cable and was then cancelled on 3 times by centurylink while trying to get the rest of the process complete. We didnt get internet until July. And we just barley got our fiber optic cable buried a little but ago... when it was suppose to be done in August. I have tried to bundle my bill with direct tv 3 times. I was just told to call back tomorrow because for some reason it wouldn't let you guys bundle them. But the other 2 times I tired I was told they were bundled and also set up for automatic withdrawal. A couple months go by and I get a huge bill from direct tv and that's when I found out my accounts were not bundled and not set up for auto pay.. so I had to pay a good chunk of money to get my services turned back on. When my direct tv was shut off I called them to get it back on and they directed me back to centurylink and then centurylink said direct tv had to turn it back on and this went back and forth until finally I was connected to someone who I thought was fixing it.. They did get it back on. Then 2 days later it was shut off again for no reason. When I call in I'm always transferred at least 2 times to someone that can "better help me." Every time I call in I give my account number and they can never find me, so ypu guys gave me a new account number and of course, i call in and you guys cant pull up my accouny. I have always been very nice with everyone I have spoken with because I don't think it's fair to take it out on whoever happens to answer the phone but I can't take it anymore. Im really really dissapointed with the communcation and your overall system. It's awful. I feel like I have gone through all this crap and no one cares. I have always paid my bills, I know a couple may have been late but I always pay. I have been told I would receive discounts and I have never gotten any... though I don't care for them. I just want one bill from centurylink with direct tv bundled on, that's all.

Hello,
On Wednesday, 15th of November our Internet went down. A day later a technician showed up and told us nothing wrong with the router. So another one showed up on the next day and told us finally, that the fibre glass in our yard is broken. A few days later, someone called to let us know, it will be fixed that afternoon. Nobody showed up. Since then we haven't hear a word, even I call in every other day. We always hear the same answer: the field supervisor will call you back. Nobody is ever calling back! We are still waiting for a working Internet!
That's the worst part, that no one really cares! Will our Internet ever be fixed and when or do we really have to change the provider? We are a very good client and have brought many clients to you through our work as property manager.

I have called several times reporting that CenturyLink has overcharged my bank account. I am left of hold for literally hours, and the issues have not been resolved. This is happening over the course of 3 months. I finally reached the appropriate party today and the lady hung up on me as soon as I told her what my issue was. This is completely unacceptable.

I am so fed up with this business. I have been with y'all for years since it was gulftel but ever since that has been changed to CenturyLink it has been one big mess. Bills are never correct you spend hours on hours of useless time on chat or calling to no avail. The next bill you get is not correct again. I have never been so frustrated disorganized mess.

On 11/8/17 my wife called in about why are bill was too high. The lady named Angel was our agent on the phone. she informed us that if we change to Direct TV from Prism TV it would be cheaper. sooo no brainer we decided to do it. What a mistake, she gave us a date and time the Direct TV people would be out. Friday 11/10/17 between 12pm and 4pm. On Thursday 11/9/17 our service i ternet and TV was discounnected a full day before the Direct TV install. Called and was told that my serivce would be turned back on. Today is Saturday 11/11/2017 and I still do not have internet or TV serivce.. horrible serivce will never use this company ever again.

Person was here yesterday to fix my internet then it was fixed and then quit! I've been sitting here literally since 8am because I was told they would be here from 8-12. 12 came I called them not them call me got told two...two came they called me and said they would not be able to fix it today and could come out SATURDAY! um excuse me century Link I have classes online that needs to be completed before Saturday! I demanded someone come out tomorrow...got told no available spots...so I said you mean to tell me that you have no spots for people who have already been waiting on y'all and should take priority to be fixed and worked with to have it fixed immediately being y'all have been out here to fix it and it's not...guy says let me call my supervisor...calls supervisor he stated someone would be here first thing in the morning! I ask was this going to be another tell me this and no one show up..he stated someone would be here in the morning first ticket to be worked one...we shall see! I have never been more furious! 😡😡😡 I know it may not seem like a big deal but I actually need the services I pay for!

I paid the wrong account for 2 months and they refuse to correct. I have called 3 different times and they say they are looking into it and then they claim to transfer me but all they do is hang up. After trying to resolve this like an adult, I have canceled my service and will be making a fraud complaint with my bank. The worse part about it is the Confirmation / tracking numbers mean nothing to the company. I guess they give them out to make you feel better.

Been on the phone now for 3 hours...the last person hung up on me. Internet sucks...so inconsistent and we have paid every month one time and early for 14 months. Made my first call to them to report the problem on April 17, 2017. 10 calls later and tons more time wasted they hung up on us! I'm getting a lawyer because they are in breech of my contract!

I just interacted with one of the worst customer service agents I encountered in 10 years. I called - on my mother's behalf (my mother is infirm and I am paying her bills) simply to question your list of local and long distance phone service charges. Since I have not submitted a power of attorney form, this agent would not even offer me an explanation - that is all I wanted, an explanation with no dollar amounts - various charges on the bill. She would not ALLOW me to speak with a manager. That is an absurd policy. An explanation for various fees charged, not the dollar amount, that is all I want.

11:29 AM EST
10/24/2017
[protected]

1. What is a non-telecom service charge?
2. What is a Linebacker at account level?
3. What is a property tax recovery fee?
4. Why is there a long distance line charge?

I am very, very, very unhappy with CenturyLink and am looking for another service provider.

Ruth Peebles, daughter, Power of Attorney

I had called at 11 am on Monday October 23 I was placed on hold had call back 4 different times . I am currently still on the phone my issue wasn’t resolved it’s now 2:35 pm all my issue was they had to change my apartment number my account number was [protected] . It was set for 161 witch was my mistake it was suppose to be set for 261, besides the fact it doesn’t take 3 hours to change an apartment number and set a service ticket to get service installed ! I am very upset this is the worst customer service I have ever dealt with, I use to work for an internet company and this entire company doesn’t know what they are doing calls are monitored my number is [removed] listen to the calls since the day I called you will hear a rep tell his boss he didn’t know what to do with the account. I was sent around and around and every rep placed me on hold for longer than 2 min . One rep before the gentleman Sergio she had hung up her ton of voice was rude . She should be fired .