CenturyLink
reviews and complaints

I called them about my bill, it was higher then normal after I called about somthing. The girl told me I was due an up grade on my dsl at no extra cost to me.I said, sure. Then the the Sept.2011 bill is 22.00 higher. I called and they said I had agreed to a more expensive package and also a 1 yr. contract. I never agreed to that or was ever told about it. I called and talked to a supervisior and she said I couldnt go back to my old package because they no longer had it.I asked if the calls were recorded and she said yes. I ask thaat the 2 calls I had made be reviewed and prove to me that I agreeded, she said that the reps.

Had made notes and I told her I was scammed and she said, Im sorry you feel that way. Now I cant even change to another company for home phone and dsl because I will have to pay that contract. I don't know how to start a class action suit but this company needs to be looked at about their deceptive practices.

I signed up for internet + TV for one year, but they couldn't install TV due to the location of my apartment. Now they won't let me cancel the internet unless I pay the early termination fee. Also, they told me I'll be getting download speed up to 40 Mbps but I keep getting less than 10 Mbps. I called customer service and they told me connect the laptop via the Ethernet cable, interestingly I got 19.7 Mbps then I ran the the test on my other laptop which was connected wirelessly and I got the same. Few hours later I ran the test again and I kept getting 7 Mbps. This is ridicules I'm stuck with them for 12 months.

We had a sales rep come to our home in October 2011 and after several hours we agreed to services. The "contract" had a guaranteed 5 year price lock but every month our bill is different. When we received our first bill my husband called customer service and was told they couldn't help him and he had to a store which he did. After 45 minutes in line he was told they couldn't help him and he would have to call customer service which he did, again. It has been a constant battle and we were told tonight that because their terms of service are posted on the website they can change prices whenever they like. We signed a contract, not the website and were not directed to the website to review the terms of service prior to signing up. Buyers' remorse doesn't apply because so much time lapses from signing up for service until you get your first bill. Basically you are at the mercy of this deceitful, unscrupulous, greedy company. BUYER BEWARE AND DO NOT DO BUSINESS WITH THIS COMPANY. I only hope we can discontinue service without it costing us a "bundle".

I am in Loveland, Co. I pay for 20 MB speed with Century Link, formerly Quest. My problem is frequent Internet interruptions. Manually rebooting the modem usually solves the problem but it takes several minutes from rebooting till able to connect again. This can happen several times an hour sometimes. After a very unhelpful call to CL support, in which I was told I either had it hooked up wrong, didn't have the right router, my modem was bad, etc, I was rudely told that had I purchased a real Quest modem I wouldn't be having this problem. My modem says Quest right on it. I was told I would need to purchase another one and that should fix the problem. These modems are near $100 dollars on sale. I borrowed a friend's Quest modem and it does the same thing. The interruptions are causing severe problems for my online college classes. Any suggestions?

Centurylink/Prism is by far the worst service I have ever had. For months and months, I have had TV and internet problems. I've had to spend hours and hours on the phone while their Prism TV "technicians" try to find the problem from their office, usually in LA, when I'm in Floirda. After I get the "tier 1" technicians, its inevitable that they will pass me on to the "tier" 2 technicians, this, after being on hold for yet another interminable amount of time. The bulk of my monthly cell phone minutes goes to trying to solve the problems of the lousy Centurylink service I have. Also, the bill has now entered in to the equation, making for me, yet another problem to deal with. For the bill problems, I have to call Centurylink itself, and when doing so, I get a different story from each and every customer service rep that I am in contact with. I recently was sent to the "Retention" department, to help resolve my bill, and to keep me as a customer, I suppose. It is with this man, in LaCrosse, WS that my bill amount was determined, credits applied for all of the bad service and time down, etc. Well, lo and behold, the next month bill comes out, and BAM! Its 30 dollars MORE than what the retention person and I settled on! Back to the phones! I still have not received any satisfaction, and I now get the excuses of "well that service went up, the box rental went up, the internet went up", and on and on and on! This is the most maddening service I've ever had in my lifetime! And not one person has been able to find out the problem of my serivce, it continues til this day, and I've had technicians out to my house time and time again, to no avail. The most recent visit of a technician was today, as my son's tv would not "boot", although it was properly hooked up, etc., and we had totally gone over the options of fixing it the night before and yet another 1 hour phone conversation to get our TV service working, as mine was down too. So, the tech comes to my house today, I don't even know he's in the house, as my son let him in, apparently he went to my son's room to look at his TV, and what do you think happened next? This technician just barges in my room, no knock, no, "hello, are you decent", no NOTHING! I was at my computer working on something, in my nightgown, and I WAS MORTIFIED that this man had just blatantly entered my room! He went straight for my modem and started a restart, which, also booted me from my computer, on which I was in the middle of something! Oh, and it was the same tech that always has come to my house, and has yet to find anything wrong with my system. All he has done is replace equipment in the hopes that that would "do it". I am disgusted at best, I owe a past due balance that I am refusing to pay until they fix the current bill, and I'm also not going to pay a dime until they fix this broken system! I'm tired of the techs in LA that have done nothing, I'm tired of the techs in FL that have done nothing, and I'm tired of the customer service reps who are extremely rude and could care less if you're unhappy about your incorrect bill, and have no intention of resolving it, all they offer are excuses as to why I should pay it. ADIOS YOU TERRIBLE CENTURYLINK/PRISM SERVICE, YOU GET AN 'F'.

I signed up for internet service from Century Link and told them I needed my house connected to their lines outside. I had a modem and would take care of the rest. The sent me a 100 dollar modem and nobody came out to connect my house. When I called and complained, I was told someone would be out the next day. A serviceman showed up, took one look and told me my house was not connected to their lines (DUHHH). I told him that is why he was here. He left, saying that was my problem, not his. I called Century link, cancelled any service, sent back the unordered modem, and told them what I thought of them.
Today I get a bill for 88 dollars for the service that was never hooked up and was advertised at 35 dollars a month. I never had service with them, and I tell you now, I never will. BUYER BEWARE.

This whole fiasco started when I called Century Link to port/transfer my telephone number to a VOIP service. I swear, theey did everytheing possible to make theis easy transfer experience into a huge mess and hold thee whole process down. I told theem theat I would keep my broadband Internet withe theem, but not thee telephone. I asked theem to keep my telephone number active until thee new company ported it. Well, thee next day, no telephone, theey disconnected it, so thee new company could not transfer thee number. I had to call CL again several times to talk to someone theat understood my situation and was able to activate my number again. In thee mean time, theey could have assigned theis number to someone else and theat would have been really bad. Anyway, I had to ask my VOIP company to start thee porting process again, so anotheer wait. Today, I wake up to no Internet and no phone, so I called CL again. Their answer is "you disconnected thee services and we shut you down today". So, after explaining thee situation to theem for thee 11the time, I was transferred to a tech theat knew what he was doing. After several minutes back and forthe communications, theey were able to complete thee porting of thee number and get thee Internet working.
How can such an easy request become such a hassle? Century Link, theat's why!

At the moment I have to go through Century Link for my internet. They lied about how much my services would cost and bundled me into a contract. I'm paying twice as much as I was for internet before I bundled, and to be honest I didn't see this one coming at all. I've never done business with any entity that said here's your total cost, locks you into contract, and charges you something totally different they claim you agreed to. Shame on Century Link for their horrible ethics and morals. I hope the supreme court will hear out a case similar to mine against Century Link so that a class action lawsuit can be applied. They're not going to stop doing this without the help of the courts.

Qwest / Century Link sent me to collections for debt that was never billed to my account. I paid and always had paid my invoices in full. It was a big surprise when I got a call from a collection agency that was sent after me by Century Link.
When I received a bill from Direct TV and my Qwest bill didn't have the Direct TV service fee included on it, I seemed to me that my account wasn’t bundled any more. Maybe this is where I went wrong. I didn’t ask any questions. I paid Direct TV bill for my TV service and my Qwest bill for my internet. This went on for several months. In July, I called Direct TV and canceled my service. My account for the TV was pay in full at this time. Since July, I have been receiving normal internet billing and I have paid. I have been on the phone with (now) Century Link several times since July regarding my modem and making changes to my internet speed. No one said anything to me about the Direct TV bill.
Now, 2 days before Christmas I get a phone call from a collection agency threatening to put this debt on my credit report TODAY if I don’t pay TODAY. I informed them that I paid Direct TV directly and the account was paid in full when I canceled it. I told them I hadn’t received a bill from Century Link other then my internet and that it was paid in full every month. I asked her if I could take a look at these accusations on Monday as it was my day off and that I was working and it was a very busy day as it was the Friday before Christmas. She told me that if I didn’t pay by the end of the day, she would post my refusal to pay on my credit TODAY!
I called Century Link and spoke to the billing. I explained my offense to being sent to collections for an invoice that was never billed to me. I was upset but I didn’t swear or do any name calling but the billing department female hung up on me. I called back, spoke to a man in the billing, told him I was hung up on and ask if there was a person I could talk to regarding my issues. He offered to listen and “send the message on” to his supervisors.
My husband called Century link when he got off work to ensure this wasn’t some scam. The lady he spoke to said they had a problem in the billing department and the Direst TV was accidentally not on my internet bill but that Century Link had paid Direct TV. They found the error after Qwest became Century Link. She said that since we had turned off our home phone, they were unable to call us. That doesn't make sense to me since I have the same cell phone number I got FROM Qwest back in year 2000, it's just Version now because THEY told me to transfer my cell business there. I was on the phone with Century link not but one month ago about my internet service. They seemed to have my information then.
Century Link, You can take that $220and shove it. I'm leaving your company. You will no longer be my service provider either at my business or in my home. How dare they send me to a collection agency for invoicing you never billed me for that calls me at my work 2 days before Christmas and says if I don't pay right now, they will post it on my credit. Monday, I am changing services. I don't think there is any amount of a$$ kissing you can do to make up for it.

10-20-11 started internet and home phone services with centurylink. The phone service was for unlimited calling. My first bill I was charged for each call. I was then told my sales representative did not have the authority to sell me this plan in the state of texas. I was told I would be charged a higher rate in order to get unlimited calling. Regarding internet service was sold 6.0 and never received. Both service agreements were void by centurylink. Now I receive etf in the amount of 210.94. I was told by the texas puc that the 10.94 is an unauthorized tax.

Also was told by sales rep vince I could cancel at any time without a fee. This was confimred by his mgr, amy...

I want the continuous phone calls to stop - - day & night - - we have a child with autism, and she jumps & cries each time the phone rings...

Ad featured on "Complaints Board"" site offers a 5-year price guarantee of $19.95 for high speed internet service. But when you actually shop on their site, the $19.95 price is only for 1.5 Mbps service. (not exactly high speed!) You discover that actual 12 Mbps high speed service rockets up to $34.95 unless it's bundled with other high dollar services. So there is really no savings at all over cable services! What a rip-off!

Had a door to door sales man come to my mothers house and had tricked her into getting Direct TV never did say you needed a dish, and also phone service which she only uses a cell phone. went to cancel the next day they fought her over the cancelling, then she reported her credit card lost so they closed the account thank goodness no charges were made. week later a tech showed up to install the dish in which they claimed theres no dish involved in the begining. tech would not leave ended up calling the Sheriff's Dept and filled no trespassing charges on the tech, and filled 2 complaints with the state Attorney General's office

I've had the misfortune of dealing with this company for years, being the 'only gig in town' for so long. Recently, I had requested unlimited long distance. Was told it would be $8/mo. Great, no problem. It was to be on by SEVEN P/M THAT DAY (a Thursday). By noon the next day, it STILL was not on, so I called, and was told they were going to 'bundle' since I had phone and DSL through them, and I would get a complimentary upgrade to 10 megs on DSL, and that it had to wait until TUESDAY. TUESDAY comes around, and STILL no long distance service, let alone 10 meg DSL. I'm FURIOUS and I call, and they don't like dealing with angry customers, so they hang up on you! EIGHT CALLS LATER, I find out the person who did the original order had it so screwed up that it had been CANCELLED. They also said they could do the long distance immediately, they don't know why she said it would take so long! They were also going to send someone out THAT DAY (Tuesday) to upgrade my outdoor phone box for the 10 m DSL. Here is it FRIDAY and the upgrade has not been done. I call tech support (what a JOKE!) and he said it's because I have a line running from the box to inside the house! And that it is too long, I need a shorter one, because it's interfering and keeping me at 152 kbps! Apparently, just like if your garden hose is too long, it runs out of water pressure, if the phone cord is too long, it runs out of internet. Asked why I'm not using the indoor wiring, WELL!...I was told YEARS ago it would cost me a lot unless I had inside wire maintenance, so, I paid for inside wire maintenance. I have a lot of cats, so it's a bit smelly, so, the repair guy refused to do the work, even though I'm PAYING for this service. SO, I paid for it, and never got it fixed! If I find out I'm being charged extra (I was also told when I got the DSL service the modem was FREE, and now I see I'm being charged $5/mo. for it!), I am going to file with the state attorney general. I am not about to go putting more money into equipment because of some hair-brained 'theory' they have as to why I'm still only getting 512 kbps instead of 10 mgs...BIG difference, and the computer isn't that close to where the box is to utilize a shorter line! I'm tired of half hour MINIMUM wait times, idiots that don't know what they're doing (I suppose if I kink the phone line, I'll stop my internet all together?), and being charged for things I did not agree to!

I had my business phone with this company for years which I operate out of my home. I moved down the street and had the service terminated 13months after moving and they claim I terminated my 3 year contract 13 months into it. I wasn't even aware I entered into a three contract when they moved the phone number. They never even came to the house, the did the move from their office. I have another business with phones with them as well as internet. I called and was told they would take the fee off if I brought the service back up.

I think I will cancel them all and go to Vonage and cable internet.

About 3 months ago I got a bill from Century Link for twice my normal bill. I contacted them to let them know it was paid. Come to find out our account number had changed so it went to the wrong account number. They told me it would take 2 months to correct. In the mean time I was shut down on all my services. I was sent past due notices and received several notices on my computer. Then I got a notice that my Verizon was going to be unbundled. When I called to find out what my bill was when the smoke cleared on all the account stuff and found out that CL unbundled me for no particular reason. The agent blamed Verizon and asked me if I wanted to rebundle. I said NO I need to find out what is going on first. I called Verizon and they said it wasn't them and connected me to one bill. They said the request came from Century Link. They also said there was a request from CL to rebundle that day. I asked for a supervisor to call me back and no one has called for 3 days now. I cannot believe that I have had service from Qwest for 15 years without an issue and now many issues including adding services without my permission. My bills with Verizon are really messed up. My due dates have changed with CL and Verizon causing more issues.

I received a "free" upgrade flier in the US mail for my DSL from 750 to 1.5 mbps. The flier said no catches, just because I have been a customer for many many years. OK, what happens after the year of faster service? The speed goes back down and nothing changes. So I did it. A week later, using speedtest.com I see no change in speed. I call and they said no order was put through. They look for the offer code so they can put it in and the rep comes back on the line (after trying to sell me other crap), and says she found the code. She can do it...BUT when the 2x faster free upgrade year is up my price goes UP $10 a month. What? I told her h*** no, I won't have anything to do with them. If I did not have an alarm I would have ditched these people years ago. So they tried a bait and switch with a "we love you because you're a long-time, on-time paying customer"...oh, and by the way, this is a back door way to jack up your rates if you're not smart enough to ask. Unethical. Deceptive. Crooked. And they wonder why people are dropping land lines left and right. You're not making any friends with your old customers by treating them this way. Now I will look for every way possible to dump these people. I don't need a voice line because we use cell phones. But I have to have it to have the alarm line. And I HAVE to have the alarm. You've been warned.

After about 6 hours on the phone today, our phone battery even died, we have called time warner cable and are sWITCHing over to their services within the week- bundling our tv, phone and internet will save us $100 with twc. We are still at this moment on the phone with centurylink trying to get our internet running. After an apparent outage last night, we lose connection every 10 minutes or so for about a minute or two. This makes it impossible to do any conference calling, streaming etc. They can't fix it, they have no clue-we've gone through 2 modems and nothing. They can't even figure out how to test the line-the one woman was so stupid she just transferred us. I don't know why they make notes on the account as no one reads them -they continually request the same thing over and over. I am done with them- had them for 7 years and august 7th i'm done with them. I would suggest NEVER using them. They have changed names from sprint to embarq now to century link-that should say something. pathetic…