Lumen Technologies

Centurylink is the ABSOLUTE WORST. To quote one of the other reviewers on here, if I could give fewer stars, I would. I opened this *** account specifically so I could give them a scathing review in the hopes that any poor soul that's considering doing business with them run for the freaking hills instead. I had an account with them for nearly ten years because it was the only internet option in my area. Every time I had to call their customer service for anything I knew it would be AT LEAST a 40 minute ordeal. Customer service reps in all departments are incompetent and difficult to understand. Internet service was patchy at best regardless of the speed I was supposed to be getting. When I moved to a new neighborhood I threatened leaving after ten years because of the terrible service that I received when trying to transfer my account to my new place. Zero *** were given by the centurylink rep I spoke to. They owed me a refund on my closing statement which they never sent. I just spent the last hour getting transferred from department to department (and getting "disconnected" twice) only to be told that they cannot reissue another check for another month. Looks like I'll be giving them another hour of my life next month, but I'll be damned if they get another CENT of my hard-earned cash. Thanks for your commitment to absolutely sucking until the very end, Centurylink.

I am paying for 5 mpbs Upload speed and 50 mbps of download speed, this week and I recorded these speeds downloads speeds this week: 1.35, 1.59, 2 were 3.39 and 2.33 which is rare and upload is usually .07 to .42 this has been the span for this week. This is unacceptable and I have called numerous times, a repairman came out a few months back. Very little change, I called last week and was told they would be right out, and I would get a call back and a technician would contact me. It's been a week and I have heard from no one. Very very poor PR form centurylink, peoples from 3 counties that I know of are constantly complaining. I am A Realtor and a Pastor and I work from my home office a lot, therefore losing lots of business and time. They never offer to credit me for the bill(s) and I have never asked. I simply want what I pay for. I cannot even upload some pages, I constantly try to upload pictures for my real estate properties it takes hours. This is worse than the old dial up but I pay double to triple the fees.

It started with my the price of my internet, I thought I was paying to much and asked to cancel. I was referred to retention sales team and I was promised a flate rate of $40 per month including everything. I did specificly asked if that included taxes and the woman said it did her employee number is ***. A month or two later I was hiy with a bill of a $129.00, far from the $40 I was promised. I called Centurylink about the bill and my first issue was they hung up on me. the second time I was transfered to a pre recorded sales pitch for car insurance. Once I finally got a hold of a person, I was told I weas charged for a modem I didn't return. One issue with this is I only have internet with Centurylink, why would I return my modem if I was to continue internet service with them. Of course, they have no idea, apparently they just charge people anything they want in hopes they pay with no questions asked. Icome to find out they do this regularly. Not even a month later more issues, my internet just drops off and when it is working I am get speeds from 14mbps to 4mbps while I am paying for 25mbps. I decided to call once more, this time I recorded the conversation, as well as take pics of my speed tests. I came to find out my service has encountered a "bandwidth congestion", which means during certain hours people will be online at the same time as me and my servive will slow down or hault. From my recorded conversation they have known about this since Oct. 11 2017, I asked if thry have informed any of their customers about this, andof course thsat was a NO. Hearing this, I had to confim what was said, so I repeated back to the man Ispoke with, I said: " Let me make sure I understand this, Since Oct 11, 2017 your company has knowing and willingly, charged customers full price for internet speeds, in which they were not recieving, you also neglected to inform any of your customers of this issue and you also know this problem would not be fixed until March 2018. Once again I was told there was nothing they could do. I am hoping with the recorded conversation, as well as the multiple pictures of the speed test with times and dates,I can bring an end to the fraud and theft of their customers. If anyone would like to see the pictures and hear the conversation please send a message to ***. I hoping there are other cases with people willing to share with proof,toend this typeof business.

Century Link is trying to charge me for disconnecting early and all I did was down grade. I am still a customer with century link. Century Link says that I got into a new contract with them and I did not. Century link has been charging me $300 to $500 a month every since I have been with them and I completed my 2 year agreement with them and down graded and they said I extended the contract and they want to charge $240.00 for leaving Century Link. I still have a phone and Internet with Century link.

Equipment that was returned via the method as instructed by Century Link is lost. It was packed up and the provided labeling was used. It was delivered to a *** store as instructed. Approximately 2 -3 months later Century Link began billing me for the modem. I have provided Century Link with the numbers from their paperwork but was told the ONLY way it can be found is through the *** tracking number. When I left the parcel the employee that day did not offer a receipt, and I didn’t think anything of it since it was prepaid. I returned to the *** store to see if there was any chance of finding the tracking number but it couldn’t be found. However the employee at the *** store told me “Century Link does this all the time. I made a final attempt at callo them but was told they have no record of the modem being returned.

Dear Sir/Madam,

I am filing this complaint on the behalf of my mother. I have been trying to help her port her house number to *** since December 28 2017. And here I am on January 31/2018 nothing happened! Here is the history of the porting since Dec 28/2017:
--On Dec 28 I went to *** to sign up with them for new service. Gave them account number and all the necessary that needed to port her house number. *** told us it takes 5-7 business working days to complete the porting. So we waited until the January 15. Nothing happened on Jan 15, by this time it has been more than 5-7 business working days. We call *** they said "Century Link has not release the number". Right there in the *** office my mother called Century Link with an employee to ask Century Link to release the number. She was told by Century Link personnel it will be release on January 18/2018. Ok we waited until Jan18/2018. Again nothing happened. We call *** they said they can not do anything unless Century LInk release the number.

--We call Century LInk on January18/2017. It turns out the number had been shut off instead of releasing for it to be porting to ***.

--On same day Janu 18/2018 we ask Century Link to reestablish the phone number so that it can be ported. They agree to reconnect her line with a charge of reconnecting fee. Century Link put in the order for reconnect on January 29/2018 which was two days ago. Nothing happened on Jan 29.

--We call Century LInk again yesterday (Jan 30) to see what is going on. Why the phone line has not been reconnect? It turns out they lost the order for reconnecting!!! Once again we request re-establishing the line again, this time they promised February 07/2018.

I am not sure when February 07 comes the line will be reconnect or they (Century Link) will have some of glitches. I have been trying to port her number since Dec 28 of last year until now. It has been going no where, every time we call Century Link, no one knows what they are doing. They gave us a lot of run around and around. A lot of promised not delivered on their part. I am extremely frustrating over this porting number with Century Link. My mother is an elder lady, she is 74 years old. She has health problems and I am afraid if something happen to her and she is without a phone right now to call for help.

Century Link customer service is extremely bad. Every time we call them about this problem. We have to explain everything from the beginning. No one seems to know what is going on. They gave us so much run around and around since December of last year until now and the problem does not get anywhere soon. Please help!!!

Sincerely,
***.

My service agreement is up on March 10, 2018. While I have had intermittent outages which resolve themselves usually, I am fairly happy with my service.

I am dissatisfied with the lack of empowerment Customer Service has. I have offers to take my internet service elsewhere. I attempted to work with Customer Service in retaining my current price point. In stead of trying to keep my business, I was offered current pricing. I explained my position, if I cannot keep my rate I will leave. All I received was I'm sorry to hear that and then attempted to push me off to another department.

While I understand there are segmented channels for retaining customers, this was a poor experience in trying to keep me as your customer. I have a lot of service options and wish to remain with Centurylink. The price for the service I'm currently playing for works with my budget. An increase is NOT an option at this time due to my current financial situation.

I find the lack of empowerment and options from Customer Service appalling. My time and your time is valuable. I don't have the time to spend calling another department and playing a game of the cat trying to save the mouse. Selecting current pricing as a save tactic is not saving a customer from leaving, Especially when the offer from a competitor is the same price/service I'm paying for with Centurylink.

I agreed to open an account with century link under the condition that they rent me their C1900 a router and that they install a phone jack in my home office in a specific location. I drew a square on my wall where I would like the jack to be installed and gave a number of alternative locations. The rep who installed the phone jack didn’t install the jack anywhere near where requested and instead installed it in a very visible area of the room that is inconvenient and nowhere near where requested. The rep also provided an inferior and useless modem for my needs and my agreement. When I called the installer back regarding the mistake and error he rudely told me to call “the company” then hung up the phone on me.

I am emailing to file a formal complaint with your company.

I started internet services with Century Link on April 25, 2017. The employee I talked with on the phone was unhappy with my service speed, so an appointment was scheduled for a technician to come take a look. A technician came to work on it on May 1, 2017. While this technician was there, the services stopped working completely and the technician left without turning services back on.

Immediately after I saw the technician drive away, I called Century Link and the company could not send anyone else out to work on it for several weeks. I told them that I was not available until after 5 pm because of work (I am a teacher and this window was during state testing, so taking off work was not an option). I then told them that when testing was over, I would call back and schedule something when I could be there. They assured me that I would not be held financially responsible for the services I was not receiving.

When the school year was over, I called to schedule a service visit. I was leaving the country and could not get a service appointment before I left, so it was scheduled for late June. I expressed concern because my account was still showing I owed. I was advised by someone in Customer Service to make a small payment to avoid going to collections, but that payment would be refunded once it was proven that my services had not been working. I denied to make a payment at that time, but continued to worry and eventually made a payment of $70.

When the technician came for the service call, he determined that he was unable to fix the problem at that time because the issue was with the outside wiring. Since I live in a rental property, I needed to contact my landlord for approval because the repair would be at his expense. My landlord denied the repair, so I called Century Link to cancel services in July. Since my service had not worked since April, I was again assured that I would not need to pay for the services. I was concerned because my account was still showing a balance from the time. There is no record at Century Link of this service call or phone conversation. However, there is a record that your tech department provided me that service was disconnected on July 21, 2017.

On January 20, 2018, I received a notice from a collection agency that I owed Century Link over $500 for services between April 2017 and October 2017. Up until this point, I had not received a phone call, email, or notice in the mail regarding payment problems. I had not received a bill. I contacted Century Link directly and was told that the calls described above were never made, a technician never serviced my apartment, and I never cancelled services. I was told that I owed from April to October 2017 because my services were shut off and sent to collections in October. I was told that since I had not contacted them since July, had not cancelled services and was not disputing my bill, there was nothing they could do to help me. However, I had not contacted them since July because I was under the impression that I had been credited for the months my services did not work and had cancelled my account with Century Link. Century Link did not contact me at al in regards to payment issues. I was not contacted about payment issues between July 2017 and January 2018 until I received a notice in the mail from a third party collection agency.

When I contacted Century Link, I was transferred from one department to another because everyone I spoke with claimed this issue was not something their department handled. I spoke with customer service, billing, collections, and "higher up." I could extend my complaint into the apathetic and accusatory attitudes of every employee I spoke with, but my main concern lies with the company attempting to more or less steal money for services never received. Finally, a formal dispute was made on January 24, 2018.

On January 31, 2018, I called Century Link again in regards to my dispute. I was told that my account was reviewed on January 29, 2018 (no attempt to contact me was made by Century Link) and was denied. I then asked why my account was denied and was transferred back and forth between the Customer Care and Technical Departments without having my question answered. My issue remains unresolved.

The Century Link employees I have talked with have expressed that the expectation Century Link holds for their customers is that they are to pay for services that they did not receive. However, I do not believe I should be held responsible for services that I did not receive. I would be happy to pay for services received, but my internet services with Century Link never worked for a concurrent month.

I had closed my account with Centurylink in May 2017. I had internet and prism tv at my former house. My account was sent to a collection agency with no explanation and no prior contact attempts from Centurylink. Centurylink even provided refund checks for account balances that were due at the cancellation of my services. The only reason I think Centurylink would be trying to collect money was due to lack of return of equipment. However, I did return my equipment and still have the UPS tracking receipt.

I have contacted Centurylink directly on 6 different occasions with no resolve. Each time I call I continue to get transferred to additional areas with no resolve.

Since April I thought my account was closed, how ever it was active and I've requested they close it. I informed my old roommate *** be taken off cause she called and kept it active. I never asked for services to be restored to an address, I don't live at ***.
Then I called recently cause my credit score was hit 3 times. First time I approved, but I didn't approve the last 2 times. I got an escalation manager or whatever in Louisiana and they didn't help remove the credit inquiry. They said I have to submit a letter (sent in tpday) to get the fix done. They didn't even bother with the initial issue.

Call made to CenturyTel January 25,2018 that our internet was down. For next three days promised it would be fixed "next day". Modem needed to be replaced as ours was had outdated. Why hadn't it been replaced earlier?? Company should have overnight expressed modem - apparently none in stock in local company only 10 miles from us? We were without internet for five days!!!! People are encouraged to do everything on line and then there isn't any service for FIVE days!!!! Repair tech that came was VERY NICE and we found out we could get faster broadband for $3.00 a month less - why didn't that just happen for customers?? Company needs LOCAL area/district people to handle concerns and problems - not foreigners thousand of miles away!!! Repair man apologized for us having to wait so long but it wasn't up to him - no, it wasn't HIS fault it's the poorly organized company outsourcing. People in Virginia, Utah, Florida or wherever have no idea what is going on/needed in customers area. Yes, the offered credit for days we lost service but that doesn't account for all that was lost.

Signed up for internet services at the beginning of January, they have cancelled my installation 7 times and never contacted me to let me know it was rescheduled. Shipped my modem to the wrong address. It has now been over a month and still do not have service. Century link is continuing to reschedule my installations, continue to lie to me about appointments trying to get me off the phone. Most recently an associate gave me a false name and employee number so that I couldn't track the conversation and the lies she told me. I have had supervisors refuse to speak with me to resolve this issue. Please be informed before you set up services with Century Link in Knox County Ohio. I am considering legal action against them for lost time and damages due to not having internet.

Small Business customer from May 2016 to Dec 2017 (agents say Dec16 to Dec17). Asked about final charges, was lied to by many agents about disconnect fees. Received final bill for 138.60. My final service bill had been paid and then some. They said I was under an agreement located on my statement (never agreed to or signed anything) that if I disconnect before 2 years, they can charge me up to 400.00. Went to corporate, nothing! Called to get this paid. Agent said the only way to pay it is to send a check. So I did, yesterday saw that I had 138.60 x2 pulled from my account. Was on the phone for over 3 hours trying to get my money back. I'll receive this back by check in 4 weeks!!!!! Are you kidding me century link. I have wasted countless hours on the phone, because of their mistakes, they are THE WORST company!!! I will never ever, ever, ever, return to them. I cannot see how they're still in business...oh wait they steal from customers. SHOUT OUT TOO George in corporate, Michael in Customer financial svc, Monica, Cassidy, Tyger, Luis, Barb, and the countless other useless agents who have wasted my time, LEGACY, LEGACY, LEGACY!!! Not that any one in any high fluting office will care but this negative review will just be added to 1,134 already bad reviews on here. That should tell you something.

Dear Sirs,I am submitting a
complaint to you concerning billing practices of Centuryllnk,
100 Centurylink Drive, Monroe, La. 71203. I was a customer
of Centuryllnk from 03/18/15 to 04/15/2017. My account was on auto-pay with a
credit card.When I terminated my account with Centurylink I was
sent a box with Instructions for returning the equipment to CenturyUnk. (See Paperwork Number 1) I followed
the packing Instructions and took the box to the
nearest *** store on 04/20/17 with the prepaid shipping Label affixed to
the box per the Instructions. I received a drop-off package receipt with the tracking number
of the box and printed the proof of delivery from ***. (See Paperwork Number 2 and 3) On
05/15/17 I received a final bill from Centurylink dated
04/28/17 and a check for $36.36 for the remainder of the month I was no longer a
customer. (See Paperwork 4 and 5) I also received
a statement of my account dated 04/20/17 and a check dated 06/16 2017 for $5.17. (See Paperwork 6 and 7)
At this time I assumed my account was credited for the equipment and my
account was closed.On 11/27/2017 I received a notification from IC System. P.O. Box 64437, St. Paul, MN
55164-0437. I contacted IC System on 11/27/2017. I was told by their customer service department that I would have to resolve the Issue with Centurylink. I then contacted CenturyLlnk and spoke with Christina In customer service. She said the$649 charge was for equipment not returned whenI terminated service. I gave her the*** tracking numberfor the box of equipment I had shippedback to them.She said that that will resolve the charge. I then asked her who would notify me that this Issuewas resolved. She told me either CenturyUnk or IC Systemwould. Upon Looking at the
notice on the IC System bill I sent a letter
and proof of delivery registered and certified to them. (See Paperwork 8 and 9) On
12/12/2017 I received
another bill notification from IC System. (see Paperwork10) I contacted IC System and was
told by their customer service department that this fssue can
only be resolved by CenturyUnk contactfng them with
a credit reference number. I contacted Centurylink customer service and spent over 6 hours on the phone with them being
transferred from one person to the next. I spoke with 20 different people. I asked to speak to a management
person many times and the customer
service people would Ignore my request and transfer me to another person with
assurance they would be able to resolve the issue. I finally spoke
with Sandra from the disconnect department. She told me the same thing happened
to her so she would try to assist me. She said she
would escalate the information to a
management team and would call me back
on Monday at 4 pm CST. I did not receive a call from
her and could not contact her since when I requested a call back number she said she could not give me one.I had decided to contact my attorney the resolve the issue but went to my bank to understand how this wouldaffect my credit rating first. The bank branch manager
said she want to help me try to resolve the charge since it
was clear I had proof I had returned the equipment. I spent 2 hours in her officewhile she wason speaker phone with
numerous customer
service people at Centurylink.
After 2 hours she was finally connected to the correct management person who could clear up the problem, Misty S. (See
Paperwork 11) Misty asked for the *** tracking
number, put us on hold while she checked for proof of delivery. She returned and said she would credit my account, send
notification to IC System with the record order number and finallyshe sent the back manager an email withproof. The bank manager then printed a copyfor me to keep In my records. She told me I will need
to check my credit reports in 2 months to make sure this nonpayment does not appear on my credit reports.I have
Learned this same problem has happened to other
customers. One example is my daughter and son In law used CenturyLink for a
short time. When they had unresolvable problems with the service the CenturyUnk
repair technician warned them of the problem with equipment returns. He
cautioned them to be sure and get
a receipt from *** and keep It for proof of
delivery. Although my problem has been resolved I am taking time to write this in
hopes that steps can be taken by your office to
encourage CenturyLink to improve their customer service. Finally, I wonder how many other people just paid the amount "owed"due to the time involved
trying to get their accounts corrected.Thank you for any time that you take looking into this problem.Sincerely

I prepaid for high-speed internet service, and the service began at the end of December 2017. I paid for 1G service, but was only receiving about 250 Mbps, so I called CenturyLink to get some assistance. A technician came to my house on January 4th and installed a newer, faster modem (the first wasn't even designed for those speeds). However, the technician found I was still only getting about 470 Mbps download speeds, still not near what I should be receiving. The upload speed was about 900 Mbps, but download was less than half of what I'm paying for and was promised. The tech said the problem is definitely on the CenturyLink side, and told me her supervisor would call me the next day. That call never came. I've since written to CenturyLink by email three times, I called their high-speed internet number twice, I've contacted them through *** Messenger, and even though they continue to tell me they've escalated this and the supervisor will call me, he still hasn' *** been nearly a month, and I keep being told to call the number that I've already been calling. I just want them to provide the product/service that was promised, and the service I'm paying for. Just a phone call from the supervisor could have prevented my complaints, but they won't even extend that courtesy.

I had Centurylink for over a year while at my apartment. When it was time to cancel, I spoke with them and advised them I was unable to maintain service at the next house I would living at and they advised I did not have to pay a cancellation fee. Fast forward 3 months later and they are constantly harassing me with a cancellation fee and threatening to send me to collection after THEY told me I did not have to pay the cancellation fee. Ive spent countless hours on the phone with these peoples, transferring me back and forth to directv and they still cant get this figured out properly. Worst internet service provider to date.

We "upgraded" our internet to 1000 Mbps in sep/oct 2017. Since the change, they have slowed our internet down to less the 30mbps and continued to charge is for the full price for 1000mbps. We have called repeatedly, but they have offered NO fix, shown disappointing lack of customer service, and have hung up on us repeatedly.

I had service at a different location, and wanted the service to be moved..I Had called and talked to a few people and after awhile they said it was taken care of.. The next day that service was suppose to be moved, they didn't have that order down... I went through this multiple times, probably more than 20 people I talked to over the course of 3 weeks... I don't know why but every time I called and spent about an hour on the phone at the end of the conversation and many times on hold they told me it was taken care of. It wasn't... Finally 3 weeks later and only after getting a hold of a local centurylink employee, that he still had not received the order for the move and he was back and forth for 2+ hours did it finally get connected, but to my understanding he said it was still a buisness line, which it is now suppose to be a residential line since I am not longer in buisness and just wanted to keep my old number. Also there were lots of hoops and some paperwork that made the whole process longer and unnecessary, that people wanted to argue. It was very aggravating.

I would NOT recommend Century Link. I had decent service for not quite a year and now it has degraded. I have called technical support and even the "higher up" technicians are very uncaring, and rude. They blame shift and don't seem to be very knowledgeable. Several times on the phone with them, I had to ask if they were still there. In addition, the majority of the time, you can't understand them as they have a strong accent. Their customer service group are masters at "bait and switch" without telling you what they are doing. Several times they have added "hidden" costs to my bill without my consent. They have made me pay for them and then finally after I have complained backed it off later. POOR customer service!