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Lumen Technologies

930 15th St Fl 11, Denver, Colorado, United States, 80202-2932

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Reviews Telephones, Internet Providers Lumen Technologies

Lumen Technologies Reviews (%countItem)

I went online to get an health insurance quote and not 3 seconds after pressing the "get quote" button, my phone was ringing off the hook. Six different numbers called me over 30 times within 5 hours, so I searched each number and they all came up under Level 3. The first person who called I actually talked to, but he was very pushy, trying to get me to sign up immediately for their health insurance plan, because I only had until tomorrow or that deal was gone. Apparently they think that high pressure salesman tactic will work. I answered two more calls, the second guy was really rude, and the third guy was nice but I had no intention of talking to him after the way the other guys acted. Within the five hour span of calls, they left me three voicemails of nothing but office noise for about 45 seconds. I blocked all the numbers, but they kept calling (unfortunately, blocking a number still gives them access to your voicemail). The numbers they have called me from are 513-978-5092, 513-206-9682, 513-373-4962, 513-407-5156, 513-245-4244, 513-657-4780. If this keeps up, I will go take legal action and get a cease and desist order because this is closing in on phone harassment.

Two months ago I switched to Century Link, purchasing phone, internet, and *** TV. After 2 months I still do not have internet. I have called over 7 times, each call taking 30-60minited. Each time they inform me there was a problem on their end but it was resolved and that I will have a modem sent within a few days. As of yet, I still have not received one. Each time I call I have to start over explaining the situation, providing my SSN, address etc. I have never experienced such incompetence. What sort of company is incapable of actually delivering the product they are attempting to sell.

Lumen Technologies Response

CenturyLink appreciates Mr. giving us the opportunity to review our handling of his account, 970 970 587-5101 536. I would like to apologize for the less than exemplary service that Mr. recently received from CenturyLink representatives. His comments are appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well.

Our records indicate Mr.’s Internet service was installed on December 8, 2017. CenturyLink apologizes for the delays he experienced. In an effort to satisfy, the recurring charges reflected on the December 13, 2017 bill have been adjusted. A credit for $56.90 was issued on December 20, 2017 and should be reflected on the January 20, 2018 bill.

Mr. is a valued customer and I apologize he was not treated in this manner. Mr. has experienced.

***
CenturyLink Customer Advocacy

I filed a complaint earlier about B&B Services out of South Carolina, (Centurylink/Qwest). That complaint settled yesterday 11/29/2017 as they were referred to the FCC (I think). Today they called our business, which is a non-profit. Please look into complaint file earlier.

Lumen Technologies Response

Our records indicate Ms. submitted a complaint #*** with the Revdex.com regarding the same issue. A response from CenturyLink was sent to the Revdex.com on November 28, 2017. Please refer Ms. to our previous Revdex.com response for more information, as no new information was submitted in Revdex.com complaint #12531856. For Ms.’s convenience, below is the response that was originally sent to the Revdex.com.

Margaret
Customer Advocacy Group

I have reviewed the complaint from *** regarding unwanted calls to her business. B & B Communications has no association with CenturyLink there is no listing for them in SC. The information I found online is that this is a phone scam it has been reported to the FCC. I would recommend you block their number if they are still calling. I wish there was more I could do but they are not associated with CenturyLink nor Qwest.
Sincerely,
Mr.

I filed a complaint several months ago. Complaint #***. Unfortunately I thought the issue had been resolved. It has not. This bill that was never mine has been sent to collections. I will be contacting the attorney again on this issue. I need the bill erased, and taken off my credit report. This has been going on for close to a year now. It's getting ridiculous.

Lumen Technologies Response

CenturyLink appreciates Ms. giving us the opportunity to review our handling of her account, 208 459-3200 479. Ms. was billed for an unreturned modem on June 12, 2017. A credit for $105.99 was issued on December 27, 2017 and the account currently reflects a zero-balance due. An email has been sent to the collection agency requesting the removal of all credit reporting and to stop further collection action on the account.

***
CenturyLink Customer Advocacy

Customer Response

Revdex.com:

Their information is incorrect. The modem most certainly was returnedalmost a year ago. What step do I need to take now? Because I will not pay this bill!!

Sincerely

I resent the fact that for the lasyt 2 days I have spent over 12 hours on the phone with tech support due to the shoddy, incomplete and useless migration of a new email site. I have had issues such as cant open email, cant read emails, cant send emails, entire site changed, print too small, print too large, blamed on browser, blamed on adobe acrobat, blamed on cookies, blamed on everyone but the fact that you implemented a shoddy site probably without testing before going live. I do not wish to be online with prism email support for 4 hours at a time to have each tech blame the cx prior tech did as wrong. Why cant you get this right. 40 yrs as systems analyst and I would never let this happen.

I love prism TV, it is FAR superior to Comcast, but your email migration leaves a great deal to be desired. I WOULD NOT have Comcast for all the tea in China.... it gets 5 stars, but unfortunately your email fails horribly.
Cape Coral, Fla.

I have been a CenturyLink customer for over 7 years in my current home. The service has progressively gotten worse and worse. A couple of years ago, I discovered after a call about my speed that I was paying for higher speed than was capable in my area and reduced my speed to 10 mbps. Once in a rare occasion, I have had that speed, mostly, it is much slower. For the last few months, it seems that every Friday around 5:00 pm, the speed goes way down. It will even blink off for several minutes. I am a college instructor, and working on my dissertation to complete my PhD. It is imperative that I have reliable Internet. Every time I have an outage, I contact the company, and they assure me there is no problem on their end and will refer me to an expensive service call. Without fail, I find out the problem is an area outage on their end. In fact, the last time, the representative called and said he could come by, but he knows that it is a regional outage. On 11/27, I was awake around 2 am, having trouble sleeping when the service started blinking in and out. This problem occurred throughout the day. I ran speed tests and the service would time out. I checked the website and of course, there was no record of an outage. I eventually went to work, my students and coworkers also said they were having problems. The service was out all day. I returned home from work and contacted CenturyLink using my Cell phone to ask when the outage would be restored. Of course, they had no record of an outage and wanted to walk me through the troubleshooting steps. I answered a couple of questions, then replied that I just wanted to know the status of the outage and if they couldn't tell me, I would find a new service. I received an immediate reply that there was an outage and service would be back up in 12-24 hours. Then I received a phone call with a response of 24-48 hours. I placed a comment on Facebook about the outage and received a message from a new representative who wanted to help. She checked and again found no record of an outage. We are talking well beyond 12 hours after the outage occurred, no record of an outage in my area. It is now 30 hours after the outage began. Their website still reports no outage in my area. I can tell that it's out in my neighborhood, because when you look for wi-fi connections, and you see the list, all of the Suddenlink spots have full bars and all of the CenturyLink based services are down. So why does this company not believe in updating the website or their customers? Why is this company still allowed to charge customers for high-speed Internet that is not high speed? I found out yesterday, after inquiring about other services, that I can get service that is 10 times faster for half the cost I am paying CenturyLink. I am beyond appalled.

CenturyLink has the worst customer service I have ever dealt with. Each time I have needed a tech to come out fix my internet problems, they have not shown up on the day they were scheduled, and no one bothered to contact me and let me know that no one would be coming. Every time I call I get told something different. One customer service rep said I was rescheduled as priority for the following day. Then when no one showed up that day, a different customer service rep said I had never been rescheduled. I got transferred at least 10 different times in an hour, and at one point they transferred me to the wrong division that did not even deal with my state.

I am VERY VERY VERY VERY angry at this company. I have tried for DAYS to close an account for my father. I am Power of Attorney, they have the paperwork and have had it for months. I have been transferred to DOZENS of people day after day after day after day!!!!!!!!!!!!!!!!! I receive emails from them, I NEVER EVER EVER EVER EVER EVER GET ANYWHERE.

Yesterday I was told that service was disconnected because of an overdue account, when in fact it has a credit balance of $37.53!!!!

This is THEE WORST customer service in the ENTIRE WORLD. I have literally spent about ten hours trying to close an account. TOTALLY THE WORST SERVICE I HAVE HAD IN 58 YEARS! UNBELIEVABLE!!!!!!!!!!!!!!!!!!!!

Lumen Technologies Response • Jan 05, 2018

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.

Unfortunately, in these instances, the CPNI (Customer Proprietary Network Information) rules mandated by the FCC and company policy are in place to validate accounts and protect the customer’s information against wrongful use of the account and stop identity theft.

That said, there is a process to have the person with power of attorney fax validation of such and once received and verified the person can be added to the account as an authorized person.

I have tried to find the account in question with the name and address provided to validate the information on the complaint but could not.

If the complainant could provide the service address and the account number listed on the bill I would happy to review and adjust back to the date the initial request to disconnect the service was made.

Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,

Steve S

Case Manager

Customer Advocacy Group

CenturyLink

208-384-2101

Lumen Technologies Response • Jan 16, 2018

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint, reply and rejection to the response given.

At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training and that is applicable to this complaint.

Part of the process on this side of the complaint is isolating the root cause and addressing it. This is an internal process and because the employee(s) may be bargained for employees and in the interest of privacy these guidelines and corrective actions are not publicly discussed.

The complainant has indicated all that was requested in the complaint settlement have been met.

CenturyLink provides that this is sufficient to close the complaint as resolved.

Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,

Steve S

Customer Response • Jan 19, 2018

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

As previously stated, I will NEVER do business with this company again and I will warn other of the same. Thank you for your time.

Sincerely

Internet service was reported slow. They sent out serviceman to check, he change wifii modem, but service did not restore to same speed as before problem. Second call was made to CenturyLink, each call taking over 20 minutes to get service tech on line.

Then mystery charge appears on next bill for 7 calls to Directory Assistance at $4.99 each. Called CenturyLink, but no answer as to why charges were on bill, each person wanted to talk about something else then what the question was.

Lumen Technologies Response • Jan 05, 2018

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.

Review of the account indicates that the customer is receiving 100% of the purchased speed of 1M/896k to the network connection outside the home.

The customer can check the hard-wired connection speed at the following site:

http://kansas-city.speedtest.CenturyLink.net/

This needs to be run from a device that is plugged into the back of the modem.

As of November 20th, the customer has already received and adjustment of $37.73 for the directory assistance calls.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,

Steve S

I have been a customer for 5 years. I purchased 2 modems due to poor internet about 6 months ago. For the past 6 months I have spent hours on the phone talking to numerous representatives to combine both lines to one bill. I was under a promotion bc of my loyalty to the company and both lines were under $50. I am also enrolled in autopsy. I found out that I owe $311. Once again back on the phone to figure this out. I had requested to talk with a manager. After being transferred 3 times I find out after an hour and a half that I am not talking to a manger who can fix this. I was told that they are now charging me $45 per line. They never combined my 2 lines. I was told by previous representives that my promotions would be intact when they were combined. The current rep told me me that I lost my promotions in the process. I was never notified. It also showed on the last bill that I was being charged $100 for a modem I had already purchased 6 months ago. One rep said that there was a billing error of $50 that she would credit but could not explain the rest of the bogus charges on my account . I checked my bank statements and only 1 bill of $36 was due- bc I received a new bank card bc it had expired. Not one rep updated my card. By the end of this almost 2 hr ordeal they tried to transfer me again. I would like to add that each time you are transferred you have to start at square one.

Lumen Technologies Response

I have reviewed the billing complaint from *** regarding overcharges that occurred when we combined her two internet accounts. I reviewed the notes showing most of the overcharges have been adjusted since the bill generated. A credit of $120.82 has posted to the account. I further reviewed the Nov bill and based on my findings I adjusted an additional $46.50 this leaves a balance of $144.26. This balance is for two internet lines one month in advance, the previous balance forward of $36.94 taxes, fees and surcharges. The accounts are combined with the correct billing going forward. We apologize for the errors caused by this order along with the time and frustration *** experienced trying to get it resolved.

Sincerely,

Mr.

Centurylink happens to be the only provider in my area (western Va mountains) that actually works. I have scheduled them multiple times and they never show up, it has been 4 months w/o internet now. 2 days ago I scheduled them and despite calling when they didn't show up in time I was told dispatch would call me. No one called and no one came and I was home all day waiting for them. Now I am not able to try again for 2-3 weeks because they are only available at the times I work and go to school which I told them. They don't care because they have the only service in my area.

I have been with century link since this August. My internet was pretty good the first month, as I normally check speeds every week. The internet the past couple of weeks has gone for the worst. The download speed today was as low as under 1 MBPS! We are paying for 30 MBPS a month. Maybe I should get Reimbursed for every time it’s not up to that 30 MBPS rate? I would like to say this is clearly false advertising, and I thought leaving Comcast and coming to century link would have fixed this issue.

Century link has sent my account to collections for the second time despite the issue having been fought with lawyers and the contested amount paid off. This issue has already cost in excess of 300$ and now afni collections is attempting to collect on bad debt for the second time. All receipts were saved from the payoff date and what little documentation they could provide is filed. If this matter is not resolved legal action will be sought.

When I found it on my credit report the first time it took three months of lawyers contesting the collections on my credit to get them removed and the supposed amount due was paid through a centurylink brick and mortar store to get the matter resolved even though it never should have been billed in the first place. (service was supposed to be terminated and never was, resulting billing was sent to collections)

account settled was provided as 52***19 with the correct address information to the service address. the account number listed on the second attempt of collections is 52***70. the ***... account was the only account centurylink store representatives found any history of in conjunction with my name and personal information. they even provided a business card saying the account was closed.

Lumen Technologies Response

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.

At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.

If, as is stated, the complainant has already received relief through the courts, the customer should provide this information to me directly at ***.***@CenturyLink.com for further review.

There are no notations on the account indicating such and this appears to be a valid final bill for account number ***

If the customer is pursuing further legal action to address these charges or other additional compensation such as legal fees etc. the complainant will need to contact the CenturyLink Corporate Legal Department for redress of grievances.

CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,

***

Executive Office Escalations Analyst

CenturyLink Customer Advocacy

Consumer/Small Business Sales and Care

Overcharging customers. I was on a Loyalty Program for 24.50 with Century Link for years. I have had to call each year to ensure I get this plan. I called in August of 2016 and Rep said that it was good for a year and then I would have to call back. SO. I thought good for year from this date. He did not say it expired in Jan 2017 following year. I am on auto-pay. I find out I am paying 50.00 from Feb to current. I call they refuse to acknowledge my phone call and said I was misinformed. I asked them why on earth would I pay 50.00 a month for 3mbps?! That does not make sense. Because of Century Links infrastructure not being available in my area, I didn't mind paying 24.50 a month. Why is Century link allowed to tell their customers one thing, see my history and know I have been on a loyalty plan for the limited service of 3mbps and still over charge me. Now I am trying to disconnect my service and I am getting the run around, and on hold forever, just to be sent to another number that is Mon - Friday. Their charging practices for bad services need to be adjusted appropriately and not put it on customer to have to call all the time

Lumen Technologies Response • Jan 02, 2018

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.

At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.

The customer canceled service and all charges after October 30th were negated by back dating the billing to October 30th, 2017.

It’s the customers responsibility to contact CenturyLink at or around the time the promotional rate or offer expired back in January 2017, not 10 months after the fact.

The loyalty offer(s) expired on a specific month and this is stated each month on the bill for the duration applicable and states when it would expire.

Recently the company moved to a price for life tiered structure that prior to the customer cancelling would have been available.

The complaint that there weren’t any alternatives to the month to month rack rate after the loyalty offer expired is not correct.

The fact that the customer could get multiple years in a row of special retention offers is not the policy either.

The correct information is that the same exact promotion is not available back to back.

The customer could have inquired at any time or changed providers at any time prior to the actual date that the customer chose too; this is entirely their own decision.

There weren’t any errors nor was this an issue of service issues, the customer could not get a higher speed at this location through CenturyLink and changed providers as a result.

In this scenario, the customer is not entitled to a refund of any charges.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,

Steve S

Executive Office Escalations Analyst

CenturyLink Customer Advocacy

Consumer/Small Business Sales and Care

Customer Response • Jan 06, 2018

Complaint: ***

I am rejecting this response because: Century link failed to mentioned I had already called the prior year and was told that I had 1 year of the current rate. That was in August 2016, naturally, that would take me to August 2017. I asked for the same plan this year. It was denied and I was told it was not available. The same plan I have been on for numerous years. Just this week, I have found out one of my friends is currently on this ~24.00 plan. I have asked her to save her bill next time. Century link has not been truthful, and has with held some key timeline information. Also, Century link charging practices should be a concern and reviewed. Century link is fully aware of their unfair pricing practices for this limited service area of *** NM yet they continue to charge the same as they would where their services are available. Knowing this, having a plan for customers who have limited service makes sense and not charging for something they are not delivering; high speed internet like they advertise.

I am very disappointed in the response below. It is incentive and is without merit.

Sincerely

Lumen Technologies Response • Jan 16, 2018

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint and subsequent rejection.

“I am rejecting this response because: Century link failed to mention I had already called the prior year and was told that I had 1 year of the current rate. That was in August 2016, naturally, that would take me to August 2017.”
Marketing is a constant changing process employed by all companies when it comes to products, services and promotional pricing that can change at any given time. These options change according to the companies need to address competition and profitability in any given market. As is always the case, every promotion, every price the customer may obtain for service come with a legal disclaimer indicating not all speeds, not all promotions are available in all areas and pricing may vary dependent on a number of factors.
“I asked for the same plan this year. It was denied and I was told it was not available. The same plan I have been on for numerous years. Just this week, I have found out one of my friends is currently on this ~24.00 plan.”
The plan was not available to this customer as they had already had it longer than it should have been available to them initially. Same promotional offerings are subject to a 24-month denial after the initial promotional period ends and should not have been offered sequentially in the first place.
“I have asked her to save her bill next time. Century link has not been truthful, and has with held some key timeline information. Also, Century link charging practices should be a concern and reviewed. Century link is fully aware of their unfair pricing practices for this limited service area of Rio Rancho NM yet they continue to charge the same as they would where their services are available. Knowing this, having a plan for customers who have limited service makes sense and not charging for something they are not delivering; high speed internet like they advertise.”
There isn’t any other option at the time of the that was available to this complainant and the current price for life pricing is the new way CenturyLink intends to enhance the customers experience. There are no terms, no need to call back in to see about a new promotion, no contracts or term commitments just simple straight across pricing for as long as the customer keeps and doesn’t change the service they have.
“I am very disappointed in the response below. It is incentive and is without merit.”

CenturyLink acknowledges the customers concerns and finds it unfortunate that the complainant feels there isn’t merit to the replies given and that they are insensitive.

CenturyLink stands by both replies and provides that the information is sufficient to close the complaint as resolved.

Sincerely,

Steve S

Paying for 10mbs of internet and only running at 6 we’ve called and called and they say that’s good enough! I know for a fact that other people In Town are getting 25 MB’s but they say it’s not available for us! Poor service

Lumen Technologies Response • Jan 03, 2018

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.

At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. Currently the customer has discontinued service.

CenturyLink looks at all areas of opportunity to expand and increase capacity and is constantly evaluating existing areas for speed and bandwidth upgrades.

Currently the only available speed at the address listed is 8M down 896k up. If later it is reasonable for CenturyLink to invest in upgrades or expansion in this area the marketing and development teams at Centurylink would implement such.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,

***

Executive Office Escalations Analyst

CenturyLink Customer Advocacy

Consumer/Small Business Sales and Care

I am paying for a 40 mega bit per second wired internet connection and have had a lot of problems because of varying internet speeds, sometimes as low as 2 mbps, called them and they said the modem they gave me 4 years ago was obsolete and I would have to buy a new modem from them. I already have paid for my current modem from them, so why are they telling I have to buy another one from them in able to get a constant 40 mbps speed.

I ordered an internet service to be installed in my house. They missed 3 installation dates at that were scheduled. I was given a date for the first installation by the sales representative. When they did not show up on that day I called their customer service department and they said a mistake had been made and the account was set on self installation (after 4 hours on the phone). They assured me they had set me up for the second installation date. When that date came and went I call them again, after another hour on the phone they told me they didn't know what happened. They then told me that they would expedite the installation and that I would be their in less than three days, which again they missed. On the fourth day they finally showed up. According to the installation tech this was the first date they had seen. The local installation tech was great (helpful, nice, understanding, and quick). They did do the installation for free because of the issues and refunded my first months payment, however, it pails in comparison to the cost of taking three days off work to get internet installed.

Do not use auto-pay. They will charge you inappropriately for things and then fight you tooth and nail to avoid "refunding" you (and their "refunds" aren't usually refunds, they're credits to your account or a VISA gift card).
Do not "transfer service" during moves. Have them close your original account and create a brand new one - you'll get better service if you appear to be a brand-new customer.
The first time I moved while using CenturyLink (April 2011), I was told that a new modem would be shipped. I explained that I already had a perfectly good CenturyLink modem and didn't need a new one; the representative said her manager could override the system and prevent a new modem from being shipped. This did not occur and I received the modem. I called CenturyLink and they provided me with a code to hand-write onto the return shipping label and had me ship it back (at no cost to me). However, apparently their scanner couldn't read the code when it arrived back at the warehouse and I was charged, via auto-pay, over $100 for the modem. I called them to dispute the charge; eventually they had to send someone to the warehouse to physically locate and validate that the modem HAD been returned. I was not refunded the price of the modem; my account was credited, which amounted to about 2 months' worth of free internet service.
On October 31st, 2017, I moved from Minnesota to Idaho. On November 4th, I contacted CenturyLink to submit a move order and transfer my service accordingly. The representative with whom I spoke informed me that they would have to create a new service account under my name in Idaho (due to crossing State borders) and therefore could not transfer my existing service (a promotional deal for 5Mbps for $20/month). My only pricing option was the "price for life" promotional deal, which was a minimum cost of $45/month, regardless of speed up to 20Mbps. So he set me up with the 20Mbps, since that was the fastest speed available for the $45/month price. However, he said, I wouldn't be able to get service until November 14th - TEN DAYS later. He was adamant that there was no way around this scheduling issue. He also said that they HAD to send me a new modem; I already have a NetGear modem because I have found CenturyLink's modems to be designed to fail 14 months after purchase (thus requiring the customer to buy/rent a new modem at full price - usually in excess of $100), and after going through 5 modems in less than 6 years, I switched and my NetGear lasted over 4 years. He said to reject the package when it arrived via UPS and there'd be no issues.
On November 14th, the modem arrived via UPS and I rejected it as instructed. However, by that evening, I still had no internet service. I called CenturyLink's tech support. They told me that my modem, a NetGear DM200, could not support their "VDSL with vectoring," the implication being that the vectoring was a bonded VDSL line, which that modem explicitly doesn't support. I was told I had two options: buy a new modem that supports it, or downgrade to 1.5Mbps ADSL without vectoring. I didn't need the 20Mbps, and really didn't need even the 5Mbps, and I did not want to buy a new modem (having just had to buy one early in October due to an unfortunate and unavoidable encounter between my phone line and a lightning bolt), so I requested the downgrade. However, they were not able to submit that order at that time, because my original order hadn't been completely closed out by the computer system yet; I was instructed to call back the following day.
On November 15th, I called in from work. The woman I was connected with after my initial dial-in (I had gone to tech support and I needed to speak with a different department) apparently was having technical difficulties with her phone line and could not hear me; she disconnected the phone call, stating "customer unresponsive." Since I was at work, I decided to try using the chat service instead. The woman I was connected with on chat, Rachelle H., was the most arrogant and condescending person I have ever had the misfortune to encounter in any customer support department ever. First, she informed me that the VDSL with vectoring was single-line VDSL, so obviously, that couldn't be my problem; I asked her if she could solve the mystery behind why I couldn't get service and gave her my modem model (NetGear DM200). She promptly informed me that I was wrong, because NetGear only makes cable modems, not DSL modems. She did eventually agree to submit the order to downgrade my service to the lower speed.
On November 16th, I still didn't have internet access. It occurred to me that they probably had to set up a new username and password that I would need to configure in my modem, and I had not been provided with that information. So I called tech support again to get that information. That technician informed me that I was still on the 20Mbps speed; I asked why, when I had contacted them yesterday to change it. He looked up the new order and found out that it was scheduled for November 30th - FIFTEEN DAYS later. I told him that was completely unacceptable, I'd already waited 12 days, and if I had been a brand-new customer, there was no way they would have made me wait that long. So he asked a supervisor, who was able to help him get the order moved up to November 17th. They also gave me my credentials, so I went ahead and updated my modem's configuration with that information.
On the evening of November 17th, I still did not have internet, but had an engagement elsewhere and was not able to wait around on hold for 10+ minutes to speak with someone.
On the morning of November 18th, I called tech support yet again. I spent 2 hours on the phone with a technician. At that point, I found out that Rachelle H. had not only scheduled my order for fifteen days out, she had NOT scheduled it for the 1.5Mbps ADSL without vectoring, she scheduled it for 1.5Mbps VDSL WITH vectoring. So even though the order was processed on the 17th, I still did not have internet. The technician did some Googling - which I couldn't do because I had no internet! - and found out that the DM200 modem SHOULD support vectoring with firmware version 1.0.0.44, which IS the version my modem is running. So she spent a great deal of energy and contacted a couple of other technicians in an attempt to get my internet up and running, but all to no avail. She finally said, "Well, I haven't seen any ping on the line, so it might be that there's a fault somewhere. What did the technician say when he was out on the 14th?" I said, "What technician?" No technician had come out to my home on the 14th, and in fact, the original representative who set up the move implied that one would not have to be sent out to my physical location. So we scheduled a technician to come out on November 20th (the earliest available date).
On November 20th, I had to leave work early in order to be home for the the technician. The technician called me from the pedestal/main switch for our neighborhood and said, "Well, your line is apparently damaged. I've tried all thirteen spares that are available here and they don't work, either. So we're going to have to have a repair crew come out tomorrow to work on it." I suggested that he might inspect the end of the line at my house, just to be sure that at least the two ends were functioning, even if the middle wasn't. He came over and checked things out - and found a massive wasp nest in the exterior phone box. He cleaned that out and that appeared to resolve the issues with the line itself, but my modem still couldn't register a signal. He attempted to set me up with a CenturyLink modem (he had one in his truck and hooked it up to confirm that a signal was entering the house). I told him no, I don't want one of their piece of garbage, planned-obsolescence modems. I want the ADSL without vectoring service that I was promised. He said he would come back the next day, November 21st, and switch me over to the ADSL as I was originally promised.
During this time, I had discovered that I was charged for December's service on my Minnesota account - I was on auto-pay. On November 21st, I called CenturyLink yet again, this time to ensure that my Minnesota account was disconnected and that I would be refunded the December charge. The first person I talked to said, "Sure, no problem, but I can't do that, the financial services department has to do that, let me transfer you." That woman said, "We don't issue refunds for legitimate charges. You'll need to talk to someone else about disconnecting the account and back-dating it in order to initiate the refund," and transferred me to another person. That person said, "Well, it wasn't closed because you signed a 1-year contract for the promotional deal. If I close it, you'll be charged a $200 early termination fee." I asked to speak to his supervisor. He refused. I asked again; he replied with, "I can handle any questions you may have." I said apparently not, and asked again to speak to his supervisor; he replied, "Well, let me see if I can find you a better deal, let me put you on hold." A few minutes later, he came back and said, "Let's bundle you with DirectTV! For only $35/month, you get 150 channels!" I explained that I no longer live at that address NOR do I have a TV, I don't want DirectTV, and I still wanted to speak to his manager. He responded, "Oh, but TVs are so cheap, you can just go buy one," and started going on and on about how great DirectTV is. I asked repeatedly - over 20 times - to be connected to his manager, and each time, he did one of three things: ignored my request; talked over me about how great DirectTV is; or told me he could handle any questions I had. I finally swore at him, which got him to stop yammering on about DirectTV, at least, and he said, "If you do that again, I'll hang up," and I said, "So connect me with your manager, like I have repeatedly asked you to do." He finally said he would talk to his supervisor. He came back and said, "My supervisor has authorized me to send you a $200 VISA gift card if you sign up for DirectTV, so let me get that started for you!" I asked him what part of, "I don't own a TV" didn't he understand, to which he replied, "Oh, TVs are cheap, you can use the gift card to go buy one!" and then said he was going to put me on hold again. I yelled at him not to put me on hold, but he didn't listen. So I hung up.
I then called back in and selected a different auto-attendant menu option, which connected me with a representative who could assist me with disconnecting my accounts. I informed him that I wanted both the Minnesota account and the Idaho account disconnected, effective immediately. He informed me that there would be a $200 early termination fee. I asked to speak to his supervisor, and he promptly obliged. I explained to the supervisor - rather forcefully at this point - the short version of what they've put me through in the last three weeks and that I refuse to pay for services that I cannot receive, and I wanted my accounts terminated immediately and I would be going elsewhere for internet service. She informed me that I would ALSO be charged a $200 early termination fee for my Idaho account, to which I pointed out that they did not hold up their end of the contract and therefore, they could not rightfully charge me a termination fee for services never rendered. She argued with me some about it, but eventually agreed to close the accounts - including back-dating the Minnesota account so I would be refunded for the December charge. Their little prompter made her tell me that "the final bill" for each account would be mailed to my address in Idaho in seven to ten days. I fully expect that I will receive two $200 bills - they cost me well over $400 in time away from work, travel back and forth, and time spent on the phone; not to mention that when I first moved, I was still job hunting (which is almost an exclusively online activity in this day and age, so they were interfering with my ability to find a new job).

I just spent 37 minutes on the phone with Centurylink, most of which was spent on hold while the person who took my call relayed information to a "dispatch center." I was not allowed to communicate directly with the dispatch center. We have been paying for High Speed DSL for 3 years at our current location, and we get about 1.5 mbps, which is definitely NOT high speed. This is not something that is specific to our home, as our neighbors have the same experience. Several of us have called to schedule a service call and invariably we are notified that they need to cancel/reschedule and we never get a repair tech. We had a tech scheduled to come tomorrow, and I received a call today saying that they needed to reschedule. We are not available on the day they wanted to reschedule and I tried communicating that with the person who took my call. However, since I was unable to speak directly to their dispatch center, I cannot be sure what was told to them. Centurylink is our only option for landline phone and internet in our area. If we had other options, we would definitely cancel our service with them.

About a month ago I received a call from Nicholas from Centurylink. He wanted me to switch our business phones from *** to Centurylink. I spent about 45 mins talking to him about what deal he had, would it cover the same features as I had now, what was price with fees included. So a couple weeks later on install date - no show. I call, they’re waiting on ***. Ok. Two weeeks after that they show up on a Monday, tell us we are all set. Two days later, no phone service. Apparently they didn’t fully connect our service. Technician comes again. Few days after that our second line doesn’t work. Ask us questions as if we are dumb.. is the fax hooked up? Technician (rude) comes another time. After all this, we find out my buddy Nicholas screwed us anyway. $102 bill instead of the “around $65” he promised. Plus, no long distance either. So upset with the service and false advertising. Such a pain in the butt this has been. If it wasn’t our busiest time of year I would have canceled them yesterday. Going back to *** ASAP. They said sorry? Horrible

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Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932

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