Lumen Technologies

5/11: I called CentryLink to inquire about starting wireless service in my home. I was told by the salesperson, that my service would start 5/19 and a tech would be to my home 5/20 between 8am-7pm to set up the modem which would be sent to me in the mail. He told me I could let the tech know on the 20th if I intended to rent the modem monthly or buy it. I received texts to confirm this information.
5/15-19: texts confirming my modem had shipped and that service would be set up
5/20: Between 4pm-5pm I called to see when the tech would be there so I could cancel my current internet services. I was informed that there was no appointment for anyone to come set up my modem. I was on the phone for over 1 hour being transferred between customer service and tech service 4 separate times. When I was finally told that they could set up another appointment, I informed the rep that I did not believe this would happen and I would prefer to cancel altogether. I was told that was no problem and I just needed to return to sender the modem and my account would be at a 0 balance.
5/21: Took modem to UPS store to return to sender. I was told there was no tracking number for return to sender packages.
June: I received a bill in the mail with a balance of $112.15. I called and was told that my account would be placed in dispute and I would be at a 0 balance when the modem was returned.
Over the next few weeks I received 1 letter stating my account would be placed in collections and almost daily calls requesting that I pay. After explaining the situation on 3 separate occasions, I was told each time that it would be fixed, and my account would be a 0 balance once the modem was returned.
July: Although I was told it wouldn't work, I checked the original tracking number, where it stated the modem had been returned MAY 27! When I gave this information to CentryLink they put a freeze on my account and (again) placed me at a 0 balance. The calls did stop after I told them the tacking proved the modem had been returned.

We recently move my 90-year-old father from one senior residence to another. We were assured that he could keep the same landline phone number. After we moved him we discovered that CenturyLink changed his number from to . We've called CenturyLink every day to try to resolve this manner. In each case we wait on hold for two hours before their customer service department picks up. My Dad's main concern is he goes through a monthly checkup over the phone for his pacemaker. I've sent multiple emails to various CenturyLink employees trying to recoup his original phone number. One told me that the department who handles these matters is off this week. This phone is my Dad's connection to the world. Please help.

Albuquerque, NM: Terrible customer service: I repeatedly called them for 2 weeks about my internet only working intermittently. Service reps could not understand my simple issue and would only offer to upgrade my speed for a fee and then transfer me to someone else who would do the same. They seemed to be reading from a script. One even told me she was "optimizing" my line & that it would take a week & that I shouldn't call back until the week was over. When I said that didn't make sense, she said it was "science." I continued to call and then finally got someone who promised a tech & new modem. The tech never showed up, even after I had confirmed the appt. 2 days before. The modem was a day late. I spoke with 2 agents the day of the nonshow. One said there was no appt and gave me a nonexistant tracking number with UPS for the modem. The 2nd gave me the correct tracking number (but the modem was inexplicably delivered in 48 hours, not 24 as promised), and gave me a work order number (nonexistant) and told me the tech would call. No one called.
Needless to say, that night, I switched to Comcast. When I called Century Link to disconnect, they gave me a nonexistant email address to which I could complain AND didn't send me the cancellation confirmation email as they said they would. Unreal.

I had bad internet. I canceled and they changed my phone service. They were not polite or helpful so I cancel service in May. Then in August after following the procedure they have for returning the model they charged me 107 dollars. They are not helpful. You cant hear the help menu to get service. They wanted me to provide the tracking number from May. The have the worst service and customer care of any business I have worked with ever (except when uHaul rents trucks they don't have). I only complain every 15 years or so.

Called the company because my internet hasnt worked for 3 day. Trouble shot with a tech and she said she would send out a technician to look at our telephone lines the internet runs through. Waited all day on thursday August 20 for a technician that never showed up because she never put the work order through. Now there is an outage in the area so they wont send a tech at all. I asked to be credited for the week I have now been with out the internet. She said she would submit it. That paper work was never submitted either. So now I have to pay the full bill for a service that still doesnt work. Cant cancel until tomorrow because they gave me the run around until the call center closed so they wouldnt have to deal with me.

The number of hours spent trying to get Century Link to repair service online chat, talking to a representative and technicians coming to the house. I too work from home and have for the past 2 years it is extremely important that the internet is available. My major complaints:
AI answering the phone and have to loose my temper before it will provide a representative.
Fix yourself, a service is being paid for and that is workable internet.
If memory serves me right have been disconnected when talking with an agent or chat estimating 8 times. We all know what it takes to get back to talk with a human.
Monday it went out and was on the phone for a long period of time, work is demanding. Internet quit was told it was the modem, so the modem was ordered from Century Link for they will not offer service on outside purchases.
Last year in the summer had the same issues, my line was on the wrong set of lines, wire in the water/mud. Then eventually it clears up there is no rain, it is 2020 really thought those days were gone. Well now have a new modem and it was nearly an hour trying to get it to work. Not off the phone 3 minutes and it dropped off, then it came back and now gone completely. Made 6 or 7 phone calls today, when able to speak to someone they hung up the phone with me saying hello and let me get the phone off speaker. Now on the phone for 1 hour 5 minutes with no answer.
Help everyone out for by the time you get through the AI, which does not forward the information collected to the customer service agent so provide again the same information, my blood pressure is up along with my temper after getting past the AI. Have a person answer the phone if Century Link is unable to do so provide a directory, so the customers can press this number to get an individual to help out with the problem. When you tell the customer service agent the modem was just reset they will not move forward until you go and reset again, most individuals know this needs to be completed, but when you reset nothing changes. Century Link has access to all modems why not just reset remotely. Then while you are trying to reset the modem for the customer service disconnects the call/chat, for it takes too long to make it reboot.
Do believe the best is when on chat the message comes up call the customer service number for that number will be answered until 10:00 PM. So thinking something might have changed make the call only to receive the "we are closed".
Why do you as a company make it so difficult for the consumer to purchase a service and have expect to have time to do other things instead of sitting on a phone speaking to a English is 2nd language person. Nothing against individuals working but when you have hearing problems and the connection is not always the best there is a great deal of repeating.
Well it is coming up on closing time and my call will not be answered probably in the cue to nowhere.
Customer service is horrible.

I got centurylink for $50 because I needed to start working from home due to the Coronavirus. After one month I no longer needed an additional WiFi service and attempted to cancel. However, each time I called I was placed on hold for anywhere between 1-3 hours. Eventually I would not be able to wait any longer, and I needed to hang up and go to work. This happened for about a week. When I finally was able to speak with someone, it was a few days after my 30 day billing cycle. When I tried to explain that I attempted numerous times to reach someone, they said that I needed to pay for the whole month still and quoted me $74 dollars total. I am not paying $74 (plus the $50 that I originally paid for the first month) because of a lack of customer service representatives.

Acct. #***

Loss of Internet with service provider Century Link

08/05/2020 - Internet service lost

08/06/2020 - Called Century Link to report loss and recording said that there was a Network Outage resulting in the loss of internet service, technicians were aware and service should be restored by 7 AM
08/06/2020 – Called Century Link at approximately 10:45 AM to report internet was still down. Spoke with a technician and spent over an hour with her remotely trying to identify and fix the issue. She stated that when “pinged” it showed the service was restored but it had not been. She then entered Work Ticket #*** and stated it would be 08/07/2020 when a technician would be able to come out to work on it.
08/06/2020 – received a text from #*** stating the following: “Rebuilt CC and rolled VCI.IP pings at 100%...Cancelling current dispatch.” Our internet service had not been restored.
08/06/2020 – after receiving that text I immediately called Century Link and again spoke to a technician. After explaining the problem and that it had originally been noted as a Network Outage I was told that they could not enter a Work Order for a network problem. I was not being heard so again I asked for a work order for my internet and after several minutes the technician said she would enter another ticket #***.

08/07/2020 – at 4:17 AM I called the Century Link help line only to hear that there was no current work order for my internet.
08/07/2020 – at 8 AM I called Century Link and an extremely helpful technician assigned another work order and said a Tech would come that very afternoon Work Order #*** 08/07/2020 – Tech arrived at approximately 12:30 PM. He checked my modem, cables, connections, etc. and determined that everything here was in working order and that the problem was at the hub which is just right down the road from my house (later learned it is noted as 2000+ feet from my modem) He stated that he would send out the word what the issue was and that it needed work on that hub. He stated that he didn’t know when it would be worked on but he assured us it would be as soon as possible.

08/08/2020 – checking the Help Line recording was that the work would be completed by Monday, 08/10/2020 by 5 PM.

08/10/2020 – received a text from Century Link to complete a survey on my recent work (the work that had not been done) and answered if tech had completed service as requested I noted No and with that I was routed to an Agent. I started the chat with the Agent ***, explained all the above and the first thing he did was to apologize. For over an hour via text and a phone call *** identified the problem as a programming error that changes had been rebuilt incorrectly and that while it would ping good remotely it also showed that the programming was not connecting to the port and then to my modem. While I was on the phone with him he entered this additional information in the work order and said a tech would be assigned for 08/11/2020.

08/11/2020 – at approximately 11 AM we observed a Century Link truck passing our house going to the Hub. Within about 30 minutes our phone service was disconnected which we believed was done because he was working on our line.
08/11/2020 – 8 PM an Engineer, Fred ***, called to ask if our phone service had been restored. I said yes but that was not our issue, our internet is still down. He replied that he had been working on phones all afternoon. I went through the whole story and he said that he would contact the SRO and make sure a Tech was assigned and would be here on 08/12/2020 by 8 AM and if no one showed up by 9:30 AM to call him.

08/12/2020 – 9:30 AM no one had arrived, so I called Mr.. He advised that a tech was in the area and that he would call him. He called back and said he would be working on my internet shortly and if he had any problem, he knew to call him for help.
08/12/2020 – 10:06 AM received text from tech that he was on his way and would begin work at approximately 10:35 AM and at 10:50 AM the internet was working.

Note: the problem with the time it took for my internet service to be restored – 7 days – was due to a lack of communication. Finally, after actually reading the work orders it only took 15 minutes to fix!!!!!

Filing of Revdex.com Complaint: On the Revdex.com site it noted that before filing a complaint that Century Link requested the customer contact them at 1-800-244-1111. I did so and after holding a for 11 minutes and being put back on hold to attempt to find out what or who would talk with me about my complaint for 15 minutes that there was nothing I could do. So I have now filed that Revdex.com Complaint.

I moved my business 23 miles to a new location back in July and have been in constant contact with Centurylink for new service at our new address (I was already a Centurylink customer). I finally received Internet on 8/11/20 and still do not have telephone service for my business 8/19/20. In these times, it is very difficult to operate any business without internet and telephone. I have been told every week that service would be installed and when that does not happen I am told it would be installed on Saturday. I have personally sat at the empty office for the last 3 Saturdays waiting on an install and each time nobody calls or shows up. I was promised by a Supervisor that I would have phone service yesterday on the 18th but Centurylink has dropped the ball yet again. Now they tell me again it will be done on Saturday and I have another week without contact from our customers. The technicians that did show up were unfriendly and acted like we were bothering them. One was a 3rd party who refused to do the work and the other was a Centurylink employee. I also have an extra modem that was shipped and billed but not installed. I'm a very patient person but each phone call is at least a 2-3 hours at a time and I have been put off for so long now. We have been in business for over 20 years with the same telephone number and I just want to get back to work. Please HELP!! We are in Athens, TX and my Account number: ***. Reference number:

I am writing to you as a last resort. Tuesday 21, we experienced a severe weather event. Lightening hit a large oak tree near my home and traveled through the internet cables to the house where the internet and cable boxes were completely blown off the house. The Centurylink technicians (2 of them at different times) have installed “temporary lines”. Both promised me at different times that they would put in the order to have the cables redug to the house and provide a permanent solution. The connection has been terrible. Multiple calls to find out that no order had been placed. We have 4 adults working from home. The company has sold us 2 “enhancers” at $100/piece which have done NO good. I have reached out to the customer advocacy group, the executive team, numerous phone calls/submitted tickets, and numerous emails. They never fail to deposit my check monthly. I am paying for a very substandard service. I need my house rewired, lines buried, speed uped to 40 mbs, a refund issued for the time of inadequate service, and a resolution to this matter. They have left me no recourse but to file a BBC complaint.

no service, no phone no internet dince 8/04/20

I was charged for a new connection, but there is no connection at the address they provided to me, for there is no internet in that area. Now after a 4 hour on hold, I will be charged a disconnect order for a place does not exist.

I requested a change of address for my services. I was given a date that the request would be complete (8-17-2020). On that day the services weren’t working so I called. The agent put in a ticket to send out a tech on 8-19-2020. The tech never came between the hours of 10am and 7pm est. I had to take a day off work to be home because the tech said someone need to be at the residence. No tech showed up. I called Centurylink and was on hold about an hour the first time only to be hung up on by an agent. I called again, this time I was on the phone for almost 3 hours total only to be told that a tech would be sent out on 8-28-2020. I asked for a supervisor because that was unacceptable to me. The tech said he would get one and at 7:01 pm the called was hung up. He never got a supervisor, he didn’t try to give me a call back, nothing was done to help me. My children attend school virtually and it’s impossible to do without my internet service. I have to work for a living and today I missed a days pay waiting on a tech who never showed up!! I’m a single parent I can NOT afford that let alone having to miss another day to fix something that was scheduled to be fixed TODAY! The agents at Centurylink are very unprofessional, the wait times are ridiculous and I don’t pay to be treated like this!!

Good afternoon,

I moved out of my old residence back in early May and decided to transfer my account to the new resident, we filed all the necessary forms/documents in order for the transfer to be processed. Today, I logged into the CL account just to find out that I was still being billed and that my bill is past due $265. I called customer support, described my concern to Shakira who decided to transfer me to the retention dept, I was on hold for almost 2 hrs (I have screenshots as evidence). Spoke to another lady who stated that in my account's notes it says:" Unable to read the forms" hence the transfer was never processed. She also stated that she will have to transfer me to the financial dept. Spoke to another gentleman who refused to give out his name (Indian accent), after describing my issue to him, he stated that he would have to transfer me back to retention, I had explained to him that I was literally just transferred to his dept from there, he kept insisting that it wasn't the case.

Horrible customer service, and a horrible IT department. The technicians who come to your house are professional and get the job done. Everyone you call in the IT department is out of the country and you can not understand them. Plus there is a 3-6 second time delay between the phone call so yhats fun. But my true complaint is what happened today 08-18-2020. Our internet went down and I called IT. They transfreed me around like I was a hacky-sac and we finally came to the decision that a technician needed to come out, after 2 and half hours. The earliest they could come out is sometime the following day, but with this day and age with internet and school being done only through online teaching that is ridiculous. So now my son can't do school and he risks being kicked due to not logging in. We are unable to do anything over the phone being we have a dead zone.
Completely unsatisfied and will be swutch providers.

I tried to cancel my service once and the woman I talked to would not cancel although I had no standing contract and specifically signed up with Centurylink to be able to cancel. Finally I talked to a man who cancelled my service with Centurylink on June 8, 2020 I was then told then that my ending balance was $0 and I would not need to pay anything else. Recently a received another bill for a full month of internet service. I called Centurylink (was hung up on the first time), I then just paid the balance but then called again to check. The woman I spoke with checked my account and verified with me that I need not have paid the $55.60 and cancelled my payment giving me the confirmation number *** verifying that my account was paid off and closed (at least that's what she said). Then about a week or two later I got another call from Centurylink telling me that I still had a bill of $55.60. I tried to work with the woman then but she didn't give me any helpful information. I got on the website a couple days later to just get rid of the bill but my account said there is not information available so it was impossible to even pay the charge I didn't even owe. Today I got ANOTHER email telling me I still have an outstanding balance to pay of 55.60.

We have been without internet for almost 2 weeks. We have been promised a service technician was coming on 4 different occasions and nobody has ever come. I have been promised a supervisor would call me back 7 times nobody has called me back I have called, emailed and used the chat feature trying to get help and nobody has helped. The bill has always been paid on time. I work from home and am a single mother with young children I have been told by my job I will be fired if I cannot get working internet and be able to log in for work.

I am being billed for service but as of 8 weeks I still have not received service at my home. I have called customer service or used the online system 5 or more times now and talked with an installation expert with no resolution. I am a procurement supervisor with the VA hospital, we are supporting a lot of veterans as well as COVID Pandemic buys for 9 regional medical centers and dozens of clinics in the Midwest. I work from home due to COVID and REALLY need internet service to my job supporting our nations veterans. No other providers are available in my area.

I am told their is a wire connection issue that is holding this up a mile away. The fiber optic cable runs right through my yard...yet I do not have service. PLEASE HELP!

I have been trying for over a month to get them to increase my upload speeds. They tell me lie after lie about it cannot be done. I however know this is a lie. I was working from home in the past with another company and Centurylink fixed the uplaod speeds. Now I am asking them to do the same exact thing and nobody will do anything about it period. I am at risk of loosing my job and they are aware and they still will not do anything. The address I was at prior to that they did something to increase the upload speed was *** Springs Rd Siler City NC 27344 which is about 5 miles from where I am now. They have also ran fiber on my road and I was told I couldn't get it but they told my neighbor she could get on the fiber if she paid 300.00 fee to connect on to it. I would pay the 300.00 to connect so I wouldn't lose my job but they make up excuse after excuse when I mention it. They need to get it to the right department and get it taken care of.

Hard to put into words how abysmal CenturyLink is for customer service. And that's the experience I've had trying to fix the poor to non-existent internet service CenturyLink is providing me. Two weeks ago my service started cutting out, intermittent service slowing more each day. I've spent hours (documented) on hold trying to remedy this situation, or at least get to the bottom of the problem. I've spoken to five CenturyLink reps including one Supervisor, ***. What a unhelpful and uncommunicative group of people. I'd like a refund for the last month of service, as it's been so spotty and unreliable I've had to make other arrangements. I'd like a replacement modem sent, given I'm being told a possible fix is to order a replacement modem at cost to me. Send a new modem to replace the faulty one you've been charging me to rent and don't charge me the additional rental fee each month. Keep my bill as is but provide me for the services for which I'm paying.