Lumen Technologies

As a new customer we called for internet service and had a scheduled appointment for a tech to come out and install 1 week later. The day of the appointment came and the tech never showed up by marked the order completed. I had to call customer service and they explained to me that the technician was "irresponsible" and that they would have another technician come out to install our internet service. The first available date they had was 2 weeks later. We made an appointment for a new technician to come out after 2 PM on a Friday. The Friday came and at 11:00 AM I get a phone call from the technician saying he is at my home and he has too many other appointments to come back after 2:00, so he is leaving my modem on the front porch (by the way we were paying $60 for professional installation). I get home at 11:30 and plug the modem in and it does not work. I call the technician and we proceeds to tell me he will come back to finish the job. I wait for 4 hours and finally call him and he tells me that he is unable to find time to come back. I will need to call Century Link and reschedule for someone else to come back! I call Century Link customer service and they tell me again, that the technician is overworked and I need to be more understanding during this time of year! The customer service rep then begins to tell me that another Technician can come out 5 days later. At this point I decide to cancel being that I called over 3 weeks ago and still did not have any internet service. I was then told that I had a $126 bill due! I was told it was for 13 days of service and other fees! I had to explain AGAIN that I did not have internet services. I wa s then told that I would be charged for the modem if I did not return it, so I asked for a technician to pick it up. I was told that no one would return and I would have to wait for the return label that would be mailed to me. It took over 45 minutes for me to cancel a service I never even had, they kept trying to convince me to reschedule but I denied. My experience with Century Link was awful and I would not recommend their service to anyone. We decided to get internet through another source and we are much happier with that decision.

Our home phone service and internet is provided by Century Link, . As part of service *** antivirus is provided. Several times in the last year, the *** /Century link delivers a message - 'your *** subscription has been cancelled'. This results in a long process each time....first Century link must be contacted, generally the customer service representatives don't understand what needs to be done (or if *** is included in Century link service). Second, customer service/Tech support do not understand how to correct the problem. Long delays, call backs to get a person that understands and multiple days of no *** Service. Frequently customer service will ask you to contact tech support and visa versa. I filled out a survey during the last occurrence....and still would like contact with the VP in charge of the sections handling this action.

We live in Cumberland Wi. InJuly of 2017 due to problems a temporary line was installed. This line runs for about 1/4 mile above ground, a few feet off the road, crosses a farm driveway and is then tied to a stop sign. I do have pictures. Multiple times our service went out, in calling its at least 15-20 minutes, then we are told its a 4-7 day wait before it can be repaired, we are told because it is of their "ticket system" . On 12-19-2017 I again called for service repair. I complained that there are now 6 splices in that "temporary line" since July, we continue to loose service, it is now winter and snowplows will do a number on a line that lies in their path. We have cattle, lost a months breeding, because the phone went out at the wrong time. We needed to purchase a cell phone because we do not have reliable phone or internet. On 12-19-2017 when I complained extra hard, the technician told she was concerned and would into it further. Great. I replied that 2 weeks prior,, another technician told us the same thing. She came and said, there has never been a "bury the line ticket" made out. She just did so, informed me that the line will buried in 2 weeks.She gave me the number 6308349 stating this is the "bury the line ticket". This call was 30 minutes. the next day, we lost service again. The repair was promp, the repairman called the house, to check the line, I told him about the bury the line ticket. He asked for the number. # 6308349 was his repair ticket. There is no "bury the line ticket with the number 6308349. He informed me that northern wisconsin stops burying lines on November 1. We will have to wait for spring. The technician lied to me. Beyond believable. but this rural area hard to access for phone and internet. Centurylink has been unreliable dishonest and unethical. Calls and wait times are inexcusable. July temporary line remains above ground, we now have to find another service, that will be more expensive, causing a lot unneeded stress and irritation. Each time we call we get the 'I am so so sorry", thanks for being a customer...there has been no effort to fix the "temporary line or reemburse us. 1 star rating, only because they didn't have zero.

I signed up for a 1 year contract with CL for the internet and TV service. Both were awful and I decided to go back to *** and only get internet. So, after about 1.5 years I disconnected the service. They charged me immediately a $400 "early termination fee". When I called back, they claimed that only the TV term was for 1 year, but the internet was for 2 years. After a ton of haggling, they decided to issue a $240 credit (that makes no sense). This was 2 months ago.

Returning their two set top boxes was also a project. I had to request the return shipping label 4 or 5 times until it actually came. I shipped the boxes back immediately. About a week ago I saw another $79.50 CHARGE to my credit card (they didn't turn off autopay, and you can't do it online on your own). I reached out and they claimed that they never received the boxes and charged me $300+tax for them. Luckily I had a tracking number and they agreed to credit $300+tax back. I am yet to see that credit online, not to mention the check.

You can check *** comments - this is Century Link's standard mode of operation. They WANT you to lose the tracking number so that they can rip you off some more in the end.

Incredible that a company with business practices like these is not pursued by the law...

We lost telephone and internet service on Dec 9th. Four service calls have been shedualed and no tech has ever showed up. Now on Dec 21st we still have no service and feel like the customer service representatives just lie to us to get us off the phone. Weather has been fine and there are no large outages in our area and all of our neighbors have service. Century Link just won't repair their lines

We contacted Century Link via e-mail on July 21, 2017 to cancel our service contract at the end of the contract which was October 10/9/17. As of December 21, 2017, we are still receiving bills from Century Link for services in October and November. We have contacted customer service regarding the issue and were told that we cancelled our contract but not our service. Since the contract is for phone service, canceling the contract by definition cancels the service. We have called Century Link in October, November and December to request that Century Link should honor the Oct. 19 cancelation and credit our account for any charges after Oct 19, 2017

Century Link continues to have racist, discriminatory behavior towards the customer. I always receive horrible customer service and combative representatives. Sean was rude, disrespectful and condescending towards me during the entire call. He displayed an attitude and had a tone of voice that was demeaning and disrespectful. I would never recommend someone use the services of Century Link for anything. The service never works and the customer service is always rude, disrespectful and not helpful at all. The automated system is clunky and designed to keep you from speaking to a human being. This company is failing at all levels and I am ashamed that I am still a customer. This company treats you like crap and expects you to just deal with it. Sean is not the only person that has done this type of behavior before, it has been several representatives over the span of 8 plus years. This continues to be unacceptable.

The connection between two separate accounts (***) is what is causing this apparently insurmountable problem. Account ending *** was disconnected several times for non payment over the course of three months. At least one of these disconnections happened after a payment was posted to the account. When this problem was discovered I was refunded several fees involved with disconnect/reconnect of this account. In order to re-establish my account in good standing Centurylink started a new account ending *** stating that the old account could not be reopened because *** was closed for non payment (even though they did acknowledge it was paid in full and issued refunds). This was in July 2017. As of 11/10/17 I called to increase my upload speed and was informed there is no higher speed available at this time. I informed them I would be switching companies and requested a service disconnection which was not implemented or even noted on the account. On 12/20 I accessed the account online to pay the final bill only to find that the account was still active. On 12/21 I called centurylink to get the bill adjusted and the account discontinued. I was offered several promotions to stay and when I turned them down I was told I would be charged $200 for early contract termination. They say the new account or "contract" gives me discounts for paperless billing and auto pay (neither of which would I ever use) and because I don't use them I am not getting a discount and the contract term is until next July. I explained that I am no longer using centurylink (I already have Comcast) I spoke to 5 different people today, all offering new and slightly different information. My call was escalated several times to supervisors and managers only to be told, by Norma ***, that she would adjust the bill to reflect 11/10 disconnect date but would not waive the $200 contract fee and she would not adjust the bill or disconnect the account until I agreed to pay the fee.

The ISP Centurylink had leased a modem to my father for service. That modem was returned, with a confirmation date of May 25, 2016 (20 months ago). The monthly service charge of $9.99 for this modem was supposed to be removed from all forthcoming bills, as a personal modem was in use. Instead, they continued collecting this charge for 20 months. At some point, it was noticed that this continued being an issue, they were contacted again by myself, and I was assured that it would be corrected and a refund issued. That did not happen. Now, on December 21, 2017, it was noticed again that they had still failed to remove the charges from the bill (my father did not notice this), and my brother contacted them. They have, once again, assured us that it will be corrected, and a refund of 199.88 for 20 months of inappropriate billing will be credited to his account.

Given the history with this company, considerable doubt exists over whether this will occur or not. This complaint serves as an initial record, under the assumption they will once again fail to follow through on their legal obligations.

I ordered a replacement phone and never received it .and no one will call me back and I cannot get thru to talk to someone. I am no longer interested in their services

Last year, CenturyLink contacted me with an offer to increase my Internet speed. I asked them directly if this would result in an increase in price, as I had "locked in" a lifetime price many years ago and did not want to jeopardize this arrangement. I was promised that it would not affect this. I asked again to be clear and certain that accepting an increase in Internet speed would not increase my bill or jeopardize my arrangement. I was *promisedthat my price would not go up.

My price was higher the very next month. I called to complain, they apologized and promised to return me to my old speed and get me back down *closeto my old price. I was upset but stayed with them.

Fast forward to a year later. My bill increases to $85/month, then to over $100/month in the span of two months. When I call to complain (again), they inform me that they actually DID eliminate my lifetime price-lock a year earlier, and just gave me a temporary, 12-month discount rather than returning me to my earlier status, when I had been explicitly promised over the phone that this would not happen. Their notes in their system said something along the lines of "customer agrees to terminate existing arrangement" or something, I don't remember the exact wording. This time there was no attempt made to "make it right", just a sigh and a lot of "yeah, I understand" from their customer service representative.

CenturyLink lied to me over the phone to get out from under a lifetime price lock they did not want to honor any longer, and falsely recorded that I had agreed to give up the agreement when I agreed to no such thing and was explicitly promised the opposite.

I was supposed to get service 3 days ago. Keep getting run around. No one can tell me what’s going on. Got tv, no Internet.

I would not recommend this company to anyone. I had internet service through then for about a month and it was nothing buy problems. When calling customer support I was hung up on and laughed at multiple times. The issues where never completely resolved and my personal information was found in a piece of paper in a gas station 10 miles away feo my house. I was supposed to be contacted by the Spokane tech supervisor the week after thanksgiving and never heard from him. This was the worst experience I've ever had and will never go back or recommend them to anyone.

Worst company I have ever dealt with. No communications between departments: You have to re-verify your identify every time you are transferred. Average 1 hour on the phone each time you call. Different info given by different departments. Slow to solve any problem. Shoot, even their on-hold "music" is just loud sales info to buy other services. Reading me lengthy legal text whenever I ask a simple question. Missed tech appointments. Questionable charges on my bill: 1hour+ to resolve anything. Outsourced, apologetic reps who can't solve anything. Can't see bills online. Transfer, transfer, transfer. If I had another option I would change in a second. Zero stars. AVOID THIS COMPANY!

I was with century link with phone service and internet total of about 32 years. On Sept 22, I called Century LINK TO GET AVISED ON HOW TO HANDLE MY ACCOUNT WITH MOVING ADDRESS. THE CALL WAS RECORDED, COULD SOMEONE PLEASE LISTEN TO THAT CALL??? THE REPRESENTATIVE INFORMED ME THAT MY NEW ADDRESS CENTURY LINK WOULD PROVIDE SERVICE FOR ME, WHICH WAS FALSE INFO. SO I IN THE MEANTIME WAS ADVISED BY CENTURY LINK TO PUT MY ACCOUNT ON VACATION HOLD. AS A RESULT I WAS STILL PAYING $19.08 PER MONTH. I CALLED NOV 5 TH WHEN I FOUND THIS OUT, AND ALSO ANGRLY TOLD THEM TO CANCEL MY SERVICE. NOW IT'S DEC 19, 2017 AND I GOT ANOTHER BILL FOR $19.08. THIS IS FRAUD AND RIDICULOUS. I HAVE MADE MULTIPLE PHONE CALLS TO CENTURY LINK IN NOV. AND NOW DEC. TOO AND NO ONE CAN HELP ME.

Do not do business with this company! Initial signup for internet services was highly misleading. Contrary to advertisement and customer service representative's statements, installation fee was not waived, nor contract carried out as stated (for 2 yrs) before implementation of price changes which were not disclosed. Multiple attempts to remedy situation were futile, company representatives failed to take accountability for mistakes and continued to push additional higher prices and services. It appears that no meaningful records of each communication were kept by the company in order to inform subsequent contacts to remedy the issues of concern. It took multiple attempts to finally cut all ties with this company.

I cancelled service and returned our modem (in person) at the Denver office. We were assured there that that was all we needed to do (also paid our final bill). We get another bill a couple weeks later, so I call to resolve, at assured that our account is officially canceled and that there are no issues. Get another bill a month later, call again, and again am assured that our account is canceled and paid in full- in fact, we have a refund. A month later I get a refund check for a couple dollars, and then a month later get another bill. I have called at least 4 times, and have been assured every time that there are no issues. I continue to receive bills, this one saying It will be sent to a collections agency. I have not lived in the location of service, had access to a modem, been receiving services, or wanting services since I cancelled in early August (the 2nd). I am tired of dealing with this company and need this issue resolved once and for all.

I originally signed up for internet service along with a phone package over the internet. 4 days after it was installed, I went in to a Century Link store to buy a new router and found out that I didn't need the telephone in order to get a lower price. I had them cancel the phone service, and the gal that was helping me told me that I would be credited the entire amount since I never even hooked up a landline telephone. I was told that I would pay $24.99 per month for at least 12 months at that rate. My first bill was for $74 and when I called to contest the amount, I was told that I would be credited the difference, which I believe I was when they next charged me it did show a credit. After a few months my credit card was being charged over $90 a month. I called to see why, and found out that they never removed the phone service, and now were telling me that they did not offer the $24.99 per month internet plan and that I was paying for both internet and phone even though I twice told them I did not want the telephone. They said again that they would credit my account the difference. The next month, I checked my bill again to find a more than $90 bill. I again called 4th time, and was told that they would remove the phone service, and now they would be charging me $45 a month for internet because they no longer offered the $24.99 a month plan. This has gone on for 5 months, with me calling every month to hear the same thing, "We will look in to it, and credit your account" Now my December charge is $101 and no credit, I have tried to deal with Century Link before filing this complaint, but they say one thing, and then still bill me incorrectly. So obviously it does no good to call them to try to get it resolved. I have been charged over $400 for 5 months of service that should have been $!25 plus taxes. This is an egregious error and their customer service has not been any help whatsoever to help resolve the issue, and reimburse me for the severe overcharges. Not to mention the bait and switch practice due to their incompetence of not cancelling the phone service after repeatedly telling me they would.

I have been sent an invoice for the cable modem I was given by Centurylink in the amount of $108.59. When I discontinued service due to relocation (May 2017), I was informed I would receive a mailing label to return the cable modem. That label has never arrived. I have called on several occasions, having to talk to multiple persons (usually overseas call takers who don't understand English) just to get to the right person and give them whole story of my problem again.

I have repeated requested a mailing label to return a cable modem I was issued in Phoenix, AZ. Now I am being charged for the modem. I have called on several occasions, given my current mailing address, and nothing arrives.