Lumen Technologies

My business has currently been without internet service for 4 days. Everyday we call centurylink and there is never an update as to when the issue is going to be fixed. Centurylink is the only provider in my area. So why should they fix it. When we were switched to a commercial account we were told that there was a "4 hour guarantee" on repairs to commercial internet disruptions. Which was a lie because every representative we have talked to since has disputed that claim.

I was with Century Link for few years already. Recently I tried to use their service to connect to my work computer, thru VPN. I tried to work with Century Link technical group and my work technical group for about a month. Nothing worked, and I was unable to connect to my work server at all. I had to find a new provider (***) so I could use my home internet. I tried to cancel my service with Century Link since Dec 20th, when I stopped using officially my CenturyLink connection and switch to ***. I tried to cancel my account on several occasion, but I was unsuccessful: they wouldn't cancel my account on Saturday, they would cancel my account thru my email request, they wouldn't cancel my account thru online chat, they wouldn't cancel my account after I called after 6pm local time, they don't have the option to cancel your account thru their online account website. I finally connect with rep on Jan 2nd 2018. I was informed that there is a cancellation fee of $200, because I was cancelling my account prior to July 12th? I was no aware of any cancellation fees, since I was a CenturyLink customer for years. I was also cancelling because there are unable to provide my necessary access to my employer server! They offered my a discount if continue to pay their monthly fee, even I am no going to use their service. I am extremy disappointed with their service, enforcing a early disconnection fee, and making me pay monthly until Jan 12th, so I can have a lesser disconnection fee? I am requesting a permanat cancellation of my account without a penalty, based on the fact that they are unable to provide with necessary connectivity, and they never disclosed a cancellation fee, expecially t hat I had been a customer for years.

We have internet lines in our yard and we can’t get service. We have been trying to get service for about a year. They keep telling us to keep calling back and checking on how the installation is going of the new line they put in 2 months ago. We can’t find anyone to talk to that knows anything about the issue we are having. One of the main issues we have is that the pervious owner of the house had the internet and and I called as soon has I moved into the house and they won’t give me service and can’t tell me how long it will be until they can get me service to the house.

If I could give CenturyLink a zero I would. We have had trouble with them from the very beginning. First, our bill was never right and I would have to call. The first time I called I was told I was not an authorized user, so my husband called and added me to the account. Then it took me talking to 5 people to get it fixed. Surprise, surprise it was wrong again the next month, again had to talk to 5 people. We went along and the billing was fine off and on, but the service started not working. TV picture kept freezing and pixelating. Had someone come out to fix it. Worked great for a week and then started having the same problem, but we decided we had a good price so it was ok.

Then all the sudden we started getting two bills, one for internet and one for TV. The TV bill said your payment is late so I called, and again had to talk to 5 people. I was told everything was fine, we were signed up for auto-pay so everything was being paid and not to worry and they would get it set back up so we only received one bill. Next month, same thing, two bills with a notice that our TV payment was late. Called AGAIN, talked with at least 3 people, if not more, was assured again that everything was fine. Then got a notice that our TV had not been paid and if we didn't pay it they would shut off our service. Sure enough, even though we are enrolled in autopay, the TV bill wasn't being paid. Finally got that straightened out after tons of my time being wasted.

These two examples are just some of the problems we have had with CenturyLink, I won't ramble on with more, but here is the kicker:

We finally decided to cancel our account because our promotions were ending and we were tired of the hassle, and low and behold, even after all of the changes and calls I made about our service, I am not an authorized user and can't cancel the account!!!! DO NOT EVER SIGN UP FOR CENTURYLINK, THEY ARE THE WORST COMPANY EVER TO DO BUSINESS WITH.

I can't cancel my service. They need to cancel it now. They make it nearly impossible. I've moved homes. Just cancel it already. How is it possible they've been rated a B? This is a sham.

Agreed to service of $19.95 monthly with $9.99 modem fee, $1.99 fee and taxes. Bill should have been $31.93 plus tax. My bill was always inflated and never what we agreed upon.
I had direct withdrawal. I had to update this monthly because the representative never put in my correct account information. Finally I disconnected service due to the constant calls, bills being incorrect and rude customer service.

I finally received a final bill saying I owe $207.05. This includes a $84.00 termination fee (I never signed or made a verbal commitment to keep service with this company thus there should NOT be a termination fee.) Secondly this included a minimum of 4 returned check fees in the amount of $100.00 that prior supervisors had waived or so I had been told, due to my account updates never being inputted into the system when calls were noted on the account and update of account information was requested.
This leaves a balance of $54.98 which I am assuming is for a month of service. However this is not the agreed upon $31.93 plus tax.

Feel free to provide a breakdown of costs, as non of my bills ever give one, as well as all the agents I have spoken to being unable to give any different information than listed above.

On 11-6-17 I terminated my internet service as I moved to: ***. On 11-16-17 I called the final billing dept and gave them my new address. It appears the refund may have been sent to my wrong address or old address. Appears it may have been sent to my old resident address *** and not my old mailing address of ***. I called and spoke to Nodeen who appeared to have hung up on me as I gave her my new phone number to call me back on if we got disconnected ***. I have not received a call back.

I signed up for 80mbps service at a guaranteed price for life at $45/mo before modem rental. When the tech came to install I was informed only 40mbps was available for the same price, which I agreed to and told him to continue the installation. Century link is currently billing me $10 more than what I was guaranteed before modem rental. I've called 4 times (currently on hold for the 5th time) to get this issue resolved. I've given them all the reference numbers and have been told on 3 separate occasions that my bill would be adjusted. As of today this is the 2nd month in a row they have overcharged me and the bill still has not been corrected.

Customer service is horrible. They would lie to me just to get off the phone. I have contacted them 20 times in the passed 2 months. My bill has never been correct for the past 6 months.

When cancelling service with CenturyLink, it was confirmed with me that the early termination fee associated with my account would be waived - this is due to the fact that I was forced to cancel service with CenturyLink because of repeated billing errors on their part. Upon receipt of my final bill from CenturyLink, the early termination fee was erroneously included.

After contacting their team to remove the charge, they claimed to have no record of my interaction with their team member and that I would be responsible for paying the early termination fee.

I have repeatedly contacted their customer support team in order to resolve, but to no avail - we have now had 20+ email interactions back and forth, each time with a new team member who seems to have no idea as to the situation and is of absolutely no assistance to me. This is by far the worst company I've ever worked with...hands down.

Century Link would not cancel my service the day I requested it, December 19, 2017. Instead, I was told on the phone that Century Link has a new policy just implemented and unknown to me, that they now require a 30 day notice. They would not cancel my service that day and instead canceled it a month out to January 16, 2018. I was not notified of this new policy and I never agreed to this policy. In addition my bill for the last month went from about $120 a month to $214.87. What a SCAM! This is grounds for a class action lawsuit.

Internet service down. Contacted Century Link on Wed 12/27. It has been out for several days or even weeks (it’s my Mom’s internet service). They said it would be on by 2030 that night. Still not on. Contacted again on Fri 12/29. They worked on it and said “hopefully” on within 24 hours. It is now Mon Jan 1 and still no internet service. They are providing lip service and no real results.

We have had Centurylink for over 5 years. It is the worst internet we have ever had. We rarely get speeds over 1.mbps and to make matters worse Centurylink has an exclusive rights in our rural area and no other internet company can serve us. I have never seen a company that is so poorly operated. They have promised us higher speeds for 5 years and we still get just over 1 mbps. I just checked our speed and it was .13 mbps!!
We can't watch any movies or video online because of the poor service from Centurylink. Horrible company.

Since January 2017 I have had a problem with service at a sight 5 miles from my home. The address is ***.
The phone number is ***. I have called numerous times about the phone not working. I have been told the phone is off the hook, or unplugged .Upon driving to the location and checking the phone is on the hook, and plugged in AND does not work. I have paid about $1000 for a phone with no service. We traveled to the East Coast this summer. In July, I was told the phone had been disconnected and upon paying a fee the phone would be reconnected. The phone still did not work, no calls could be made out, and no calls came in.
In my e-mail, I received a bill for an account ending in ***. I called Century Link, and had a very long frustrating exchange with a woman who continually tried to sell me extra services to my home phone. I repeatedly told her I wanted no changes to my home phone, I wanted totally to a supervisor and straighten out this bill that was not mine. I was put on unending hold and was finally cut off. I then went to the comment section of the bill and put in much this same narrative on 12-19-17. I stated I would like to resolve this issue and if not would need to obtain legal counsel and contact the Revdex.com, which I am now doing.

I have been a valued CenturyLink customer for a while now. I am disabled and my husband was laid off of his job at 37 years right before Christmas. My bill was behind I made payment arrangements to pay my bill and two different installments. I let a customer rep know that I would be mailing my payments. Unfortunately my first installment was do on December 20th and it did not reach them and tell today which is the 29th of December. I was told more than once on online chat that as soon as I received my first payment my service would be turned back on! At no time was I told that I had to have my second installment for it was not due until January 9th! CenturyLink refuse to turn my service on today without my second installment which once again is not due to the 9th!! But I am set up payment arrangements I ask the customer rep is there anywhere that I can pay my bill in person! I was told there was no place that I could pay my bill that it would needed to be paid online! Today I find out for making some phone calls that I can pay my bill at my local Smiths! But here I sit until I get the money on the 9th without my internet! I have a child living in my home that is in special education and relies on my internet service and her tablet! I have always stuck to my payment arrangements with CenturyLink! If I could get out of my contract with them I would do it today and go elsewhere ! I finally decided to not chat online about this concern and call CenturyLink to talk to a customer rep that rap was very rude was basically telling me that her customer service rep I talked to yesterday was not lying basically that I was about saying that my internet service would be turned on after my first payment was received! They need to retrain their customer reps so that the customer reps know how to treat their so-called valued customers!

I purchased services from a door to door sales woman named Lindsey P. Upon speaking with this sales persons I mentioned the issues I had previously with CenturyLink's Customer Service before switching to a new ISP. She proceeded to enlighten me that they have better, faster speeds and much better Customer Service since they were more established in *** now. We compared my previous ISP to CenturyLink's plans. When signing a contract, I was promised 40 mbps for $39.99/mo (1 year contract promotion). She told me there was taxes and the modem costs were no longer extra, and they were included into the set monthly price. This meant I would lose 60 mbps with the switch from my previous provider. Which was fine because the cost was $39.99 instead of $75/mo. That would save me $35 a month. So I went over the contact with Lindsey then signed it. Upon approving this contract I noticed she had signed me up for 20 mbps. I mentioned this to her and she wasn't aware of how to change this issue within her iPad. She tried to contact her boss to revert these issues. However she was unable to get a hold of him/ her. She told me she'd call me before 8pm that day (7-25-2017) and make these changes and confirm this process with me. I never received the call back. I waited till Aug 18th when the Instillation Technician was setting up services to talk to him about it. He told me the area had capabilities of 40 mbps, but was not yet available. He proceeded to tell me he can't make changes on the account and I needed to contact Customer Service. I left the issues as is (since there wasn't 40 mbps like the contract I signed stated figured I was paying the 20 mbps plan) and paid my first two bills. Upon going to pay my bill along with the past due amount today (12-28-2017). I noticed the amount seemed very high. I looked through all the bills. Which the bills stated the $39.99 + tax (roughly $44). Then there were separate charges for $28 in addition each month. I contacted Customer Service through online chat. I explained to the representative this exact situation. He said the additional fees were due to modem/ other hidden fees. He broke down the bill for me to understand it better. However the only thing he did to resolve the issue was change me from a 40 mbps/ $39.99 a month plan (which I had been paying for when signing the contract and only receiving 20 mbps which is a $29.99 plan. Basically Paid $10 extra a month for 5 months) to a 20 mbps/ $29.99 plan. I had him do this to lower the price until I can get this all sorted out. I have the conversation on file with Customer Service, and the Service Order form Lindsey P filled out in addition, if needed.

4 appointments for a phone jack installation have been scheduled since November
The last one was scheduled for last week. Each time no call no show.
The tech has not called to cancel nor does he show up. This jack is needed to place phone near disabled person and was communicated to the representatives. Each time a confirmation number was given. Caller id shows CenturyLink has called but no messages are left. This situation is totally unacceptable as the residents in this household need phone accessibility for emergency situations.

we received service in Sept. of 2017 with a package of 10mgb. we have never received more than 3.5 of that 10. we have complained multiple times with no explanation, we received a call from a gardner supervisor who stated that she was well aware that century link has not offered what people should have and she had nothing to say about that matter. that she realized that people was getting screwed but that their was nothing she could do they were trying to fix the problem.

I live out in the country, and CenturyLink for YEARS has told us that we are being given 5 mbps down. We barely get 2. What's worse, the internet constantly cuts out and slows down below that. In many rural areas, they are lack competition and thus use that to charge more than they tell you for worse speeds than they promise. Other people I know have it so badly that it takes them about 30 minutes to buffer a 144p video, during which time it tanks the internet for everyone else in the household. When asked about their deceptive practices, they have two responses. The first is that it's "not financially lucrative to allocate any additional resources to your particular region." The second is that "your wiring must be flawed." They refuse to take any responsibility for their actions. I would like to see a formal complaint or petition delivered to the FCC about both the monopoly, and the shady business tactics at play here.

Completely frustrated with their horrible customer service. I have been a customer for over 12 years and recently moved. I called to schedule the move and was not able to get installation at our new home for one week- we were given a time frame and were told they would call 30 minutes before they arrived. On that day we waited the entire time frame with no call. I left my house and my kids called to inform me the technician had arrived, I told my kids to open the door by the tech had already left. I called customer service to see if they could get them to come back as I was 5 minutes out from our house. They said they were unable to do so and would have to reschedule for 10 days out. So even though they didn’t call or show up when they were supposed to, I was supposed to wait another 10 days. I tried to call customer service again to see if that was really all they could do-their response was that they were now 12 days out. Cancelled the service and will be sure to tell all my neighbors about the experience.