Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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CenturyLink is a scam. It is a fraudulent company that is somehow able to operate, probably because of the money it pays to whoever oversees communications in the US. This company provides zero customer service. The automated system is broken, and has been for a week. Sometimes I random woman comes on who is not part of the automated system and says "please speak now." Other times, it plays random flute music. I told them this a week ago when I was finally able to get through. I spend hours trying to get in contact with someone regarding billing and tech support, and once I finally do, the reps are less than helpful. It's not a surprise to me that a week later, the issues with their automated systems are still not fixed. My internet stayed down for almost a week. There was initially an outage, because everyone here was out. CenturyLink didn't want to hear that of course, and tried to get me to engage in hours of troubleshooting. After I finally did, they sent a technician out. My internet was out for a week because of a modem that I literally just got a couple months ago after my previous modem went bad. The modem that they sent me a few months ago was refurbished and an older version. CenturyLink is so cheap that they would not even send me a new modem. During the week I was out, nobody could work from my home. Nobody could place curbside grocery orders, which is incredibly important for this family, who is high risk. Nobody could pay bills. My television went bad during this week-long outage, and I had to struggle to shop for replacements on my phone. I had to spend an insane amount of money on data on my cell phone plan, because we do not have unlimited. Our area has no other internet option, and CenturyLink is exploiting everyone here to the fullest extent. The internet is incredibly slow, and every time I call about it, I'm told that they are aware of it, that there are a huge number of people in the area who have complained, and that there are simply too many people using the internet in this area for the current set up. It's been this way for years, and CenturyLink refuses to upgrade anything here to make internet speeds more tolerable. They have literally admitted to me that they know that what they are providing is insufficient for the number of people in the area. If this weren't bad enough, they continue to increase my bill. I was paying around $135 up until a few months ago, when my services went up to $155. They increased my bill by $20 a month when they can't even provide acceptable services!!! As the icing on the cake, they increased my bill by another $6, so I went from $135 to $161 in a matter of months. What am I even paying for? Certainly not the horrible internet I have... Certainly not the customer service that's non-existent, and to be frank, infuriating. They ask for your call back number, and after waiting forever to speak with someone and getting disconnected, they don't call you back. I honestly believe they are leaving their automated system as is in order to not have to speak with customers. I have tried their chat function several times as well and it was not functioning. This company is literally paying someone to be able to operate like this. I don't know if it's the FCC or congressmen or who, but something is going on. I am appalled by this "company" and its practices.
CenturyLink submits the following information for the complaint
filed by Ms. *** regarding an internet outage, slow internet speed,
and the recent increase of her monthly CenturyLink bill.CenturyLink reported an outage on 8/4/2020 which restored the same
day. The customer was advised during a call received on 8/8/2020 that the
outage had cleared and was offered to troubleshoot but the customer declined. A
repair ticket was created and cleared on 8/12/82020 stating the modem was hit
by lightning. Another service repair ticket was created and cleared 8/30/2020
with repairs to an outside cable. Our records indicate an out of service credit
of $35.57 was applied to the customer's account for the days the customer
reported she was without service. Ms. complaint was forwarded to CenturyLink escalation
repair in regard to the slow internet speed. The repair team has indicated the
device that services this customer is at permanent capacity. This may cause the
customer to experience slow speeds, packet loss, and latency during peak hours.
However, there is a pending bid in process to place facilities for fiber in
this area. At this time there is an estimated completion date of no later than
February 2021. In regard to Ms.’s bill, our records indicate the bill
increased due to discounts that expired in January and February. This was
communicated to the customer on page 3 on the billing invoice. There was also a
rate increase of $6 for the internet that was communicated to customers via bill
message on 6/30/2020.Due to the pandemic, we are experiencing higher than normal call
volumes and apologize for the issues the customer had trying to contact our
Customer Care team.At CenturyLink, we strive to provide outstanding customer service,
and feedback is appreciated and utilized to enhance our training. CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,***Executive Office Case Manager
This is an unacceptable response. Even the business admits that I am experiencing problems because Centurylink has refused to increase capacity and invest in infrastructure in this area. Literally everyone here is complaining about their billing practices and the level of service. How is it acceptable to increase my bill when you're not even providing the services I was paying you for before? This was such a canned, apathetic response. Please escalate further. I want the $6 per month reversed, as well as my other bill credits reinstated. What I'm getting is not even worth half of what I am paying, bit again, I am being taken advantage of because of lack of options in the area. Also, the one time $35 credit that I had to fight hours for doesn't even begin to make up for the outage. Do you have any idea how expensive it is to keep having to buy extra data from my cell carrier?
Please be advised that the information previously given is correct and CenturyLink Stands by the original reply.As verified, loyalty discounts expired in January and February and as confirmed, cannot be renewed. In my review of the account, the customer is currently enrolled in the 5 Year Price Lock Voice & ULD + HSI Package for $65.90 which is a grandfathered plan. After reviewing this plan, you are receiving all the benefits compared to the new conversion Price for Life Internet, Voice & Unlimited Long-Distance Plan which is $85 per month excluding taxes, fees, and surcharges. The customer also currently has *** which has a monthly recurring charge of $68.27. However, one of the great benefits with our Price for Life Plans is you will be able to keep the same rate for your Price for Life Package as long as you keep the plan and remain at your current address. In addition, if the internet rate change over time, you won't be affected. It is important to note once a Grandfathered Package is removed from an account, it cannot be re-added even if removed in error. We understand the urgency concerning the value and low cost, unfortunately, several of our older retention offers have been grandfathered and we're unable to offer the same discounts that were once available 12 months ago. After reviewing the costs and options available, it would benefit the customer to keep the current package and retain the lower monthly rate. Switching to the Price for Life Internet, Voice, & ULD Plan would increase the monthly recurring rate to $85 which does not include the *** service.As stated in the previous response, Ms. complaint was forwarded to CenturyLink escalation repair in regards to the slow internet speed. The repair team has indicated the device that services this customer is at permanent capacity. This may cause the customer to experience slow speeds, packet loss, and latency during peak hours. However, there is a pending bid in process to place facilities for fiber in this area. At this time there is an estimated completion date of no later than February 2021.The recent high-speed internet rate increase is part of an ongoing effort to standardize HSI rates across the company, and continue to aid in network improvements.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I want this escalated above ***. I am tired of canned responses and apathetic attitudes. I'm still not clear why Centurylink thinks it's okay to take away credits and implement price increases when the level of service is obnoxiously low. My internet is so slow that I cannot even update my GPS anymore. It has always been slow, but has continued to deteriorate further as Centurylink increased the cost. This company is CLEARLY taking advantage of people who live in areas with no other option. This should be illegal if it's not already, and this company can look forward to folding once even mediocre options are readily available in rural US. Please escalate above ***.
HORRIBLE! I lost internet connection the end of June. It took them 3 days to discover that my cable had been spliced 7 times and that was likely causing the issue. They ran a temporary cable 100 yards through my pasture. That was 6 weeks ago. I have already had to splice it once because animals chewed through it. They have sent a technician 3 times to verify that the cable is laying in my pasture and needs to be buried. Their customer service is awful.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
When calling to discuss internet disconnection issues, put on hold too long or transferred several times. Contractor has come out and stated that faulty wiring on outside pole is the cause of problems. He stated that another person would come to repair it but no one ever showed up.Recently on 8/10/2020 modem crashed. Call made for replacement and was told it would be shipped overnight. Nothing received as of 8/11/2020. Chatted online to be told will not receive replacement until 8/12/2020. Delay has caused 2 days of missed work. I'm upset because of delay and constant disconnections.
CenturyLink appreciates the opportunity to review the issues
or concerns regarding the complaint that has been submitted by. At CenturyLink, we strive to provide outstanding customer
service, and feedback is appreciated and utilized to enhance our training. Upon review, records indicate that the customer has received
3 modems this year. The first was delivered May 14th. 2020, (***),
the second was on August 19th, 2020 (***) and the third was on
August 20th, 2020. UPS as well other carriers are or have been altering their
shipping times to meet the volume and contactless delivery brought upon by the
current pandemic. Some overnight shipments were not shipped overnight due to
this and not because CenturyLink didn’t request it.CenturyLink does not replace out of warranty modems free of
charge unless they are leased. As for providing a spare modem this is not
something CenturyLink allows for.The customer will need to print labels at
www.CenturyLink.com/returns and return any unused modems they have still in
their possession or risk being charge an unreturned equipment charge for each
item that is not returned.CenturyLink acknowledges the customers’ concerns and
apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I have been trying to cancel with CenturyLink for over a week. I have spent over 7 hours on the phone and spoken to 4 people in their customer retention department. They did cancel my internet service but then they resigned me up for internet and added a phone line. So we are paying for internet still and now two phone lines. They also sent a second modem. I have sent both modems back to them using the shipping label that they provided
Please be advised that CenturyLink has completed a review of the complaint filed by Mr. Jake *** regarding the disconnect of his CenturyLink services. He stated that in his attempt to cancel his CenturyLink services, a second account was established. He is requesting all services be canceled and all billing ceased.The customer contacted CenturyLink on 08/04/2020 to remove the landline and switch to Pure Broadband on ***. This change order (***) created new *** with a due date of 08-06-2020. The customer contacted CenturyLink again on 8/04/2020 and requested a full disconnection of service. The agent did not cancel the change order but rather submitted a disconnect order (***) with a due date of 8/27/2020.Please be advised that both accounts have been fully disconnected as of 8/27/2020 and an adjustment applied for bill date 8/28/2020.
At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training.
CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced.
Sincerely,
***
Executive
Office Case ManagerCustomer Advocacy Group,
CenturyLink
I first contacted CenturyLink on March 25th due to a billing problem- long distance charges for calls I did not make. This had been a recurring problem and when I asked why this was happening, the service representative said he heard some noise on the line that could be causing the problem and sent a service representative to my house. The service man said everything was fine, but one half hour after he left all I had on my phone was static, and calls to me would not go through. Subsequent calls over the next several months to the company's "customer service" 800#s were unsuccessful - they were dropped repeatedly and I could never talk to a person about the problem. Meanwhile, I relied on my antiquated cell phone and soon found if serves my needs just fine, making me realize the I did not need CenturyLink's service, good or otherwise. Repeated attempts to contact CenturyLink via the above numbers and their totally inadequate web site (which contains no contact address or phone numbers different than what appears on the bill- their chat line referred my to the same 800#s I had already repeated tried to call) to stop my service were again unsuccessful. Meanwhile they continued sending me bills for service I could not use - a total of 3 so far. The only mailing address I found is on the billing statement - a Seattle, WA PO box. I sent the unpaid billing stubs with notes explaining the situation and my desire to end the service, but to no avail. In the first, I enclosed a 2 page letter addressed to their board of Directors explaining my problems, my disappointment with their poor customer service and desire to end their service, and a note requesting this letter be passed up the line, but to no avail - the bills kept coming. Finally, a month ago, I was able to get through to a person with their billing customer service number, explained my problem and desire, and was told the account would be zeroed out. Then in Late July, I received another bill - the total being due now $146.12. Another call yesterday resulted again in a dropped call. So the Revdex.com is the only recourse I can see now to resolve this problem. I am afraid this situation may affect my credit rating, but I will not pay a bill for service I could not and did not use.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, On August 12, 2020, CenturyLink
reviewed the customer’s concerns, a credit for $161.02 was approved to resolve
all final chargesCenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
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.
Sincerely
I signed up for service with this company and selected an installation date that was available in their system. At this time, when I made my initial payment and scheduled the appointment, I received a confirmation email. This was the only time I have been contacted by this company in any way shape or form. I had to call at 3pm the day of my first appointment to find out after waiting on hold for 30 minutes that there was some issue where they technician couldn't come that day. Okay. I was scheduled for 4 days later, the date was suggested by the support technician I was working with. At 2pm, I made another call to support to see what the hell is going on and I was at that time told that all my information was present and correct, and that I would receive service that day and would be contacted 30 minutes prior to installation. It is more than a week later and I still have yet to receive any kind of communication from this company whatsoever. No explanation, no attempt to reschedule, NOTHING. This is a scam.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified this issue has already been escalated and addressed. The account has been canceled and a refund
issued due to the customer is not happy and no longer wants the service. CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,
*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I was a Century Link customer for almost 7 years and I decided to cancel my internet subscription in July, 20th 2020 for the following reasons:
1) Century Link has changed my plan without my knowledge. I did not receive the emails about the end of my previous plan and they started to charge new prices without my consent. My payments were made online through my checking account on time. Because the bills were not paid in full Century Link is charging me late fees. They are trying to charge $ 84.00 as a final bill, which I can't afford right now.
2) When I tried to explain the situation to the customer's representatives I received the worse responses. Their solution to my case was simply to cancel the services. The last representative I have talked at Century Link (***) was really polite but I kept my decision to cancel my internet subscription after having such horrible customer services.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified Ms. was
receiving a 12-month promotional discount of $34.50. The promotional period
ended on the customer’s May 2020 billing statement. Ms.’s billing statements
included the fulfilment timeframe for the discount. Inconsideration to any confusion,
I agreed to credit $60 to Ms.’s final bill to resolve the monies owed to
CenturyLink. CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,***
Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
On 7/15/20 contacted CenturyLink with modem issue; To resolve internet issue CenturyLink Service Tech sold my husband & I a modem at cost $100. We received Order Change Confirmation with modem price of $150. Today August 12 I have been on phone for over 3 hours, six different customer representatives in various departments...each transferring me to another department only to have me be on hold & not have my billing issue corrected. In addition, one rep had me call my husband to verify I could speak to CenturyLink on his behalf for OUR account. In addition, when requested t speak to a supervisor I was placed on hold and no supervisor ever picked up phone after waiting 45 minutes. CenturyLink's automated system did not hear information spoken by either me or one of their own representative correctly causing us to repeat the information multiple time.
As a customer of over 25 years I am disgusted with their phone services...and inability to get problem resolved.
It is unethical for a company to quote one price & then charge another price.
Please be advised that
CenturyLink has completed a review of the complaint filed by Mrs. Decker
disputing charges associated with the recent purchase of a CenturyLink DSL modemThe customer contacted CenturyLink on 8/12/2020 in regard to
an Order Confirmation Letter received indicating a modem purchase of $150.00.
The customer stated that on 7/15/2020, they had contacted technical support due
to issues with their modem, and with the assistance of technical support, they
agreed to purchase a new modem. Mrs. stated they were quoted $100 for
the modem and was requesting a credit be applied to their account due to the
misquote. The agent was unable to assist with the credit at the time due to the
modem had not yet been billed to the account.Please be advised that a credit of $50.00 has been issued and
applied to the customer's account and the appropriate feedback submitted for
the customer misquote.At CenturyLink, we strive to provide outstanding customer
service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and
apologizes for any issues or inconvenience that may have been experienced.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I have been without internet service for 8 days. I have spoken with at least 10 representatives, and 2 supervisors. I have been told that my internet is out due to an outage 3 times, and all 3 times the outages have been fixed, but my service has not been restored. They have promised me a Repair Tech 3 times, and each time it has been kicked out because a “Tech” is supposedly working on it. I have been passed around and given misinformation for 8 days. I have also contacted their corporate office and spoke with Mrs. who fed me the same lines as the customer service reps, “There is an outage in your area and techs are working on it” They sent me a text earlier today saying that my services will be restored on 8/21/20. What is the harm in them sending a tech out to make sure there’s nothing going on within my home. All of these outages and everyone around me service is getting restored. It makes no since. Needless to say, I am fed up with Centurylink’s bad customer service and false advertisement. They have really put me in a bind. I do school from home, as well as my kids. They don’t seem to care. If they would just send a tech out, and not cancel him, I would be satisfied. Unfortunately, I had to result to contacting the Revdex.com. Please help!
Please be advised that CenturyLink has completed a review of the complaint filed by Ms. *** regarding a recent outage.Ms. had multiple repair tickets that were canceled due to multiple outages in her area that were cleared. Ms. still advised after the outages were cleared her services were going in and out. Another repair ticket was requested to be opened; however before the dispatch was scheduled Ms. confirmed her service was stabilized and was working fine.Ms. service has been restored. Appropriate out of service credit has been provided.
At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training.
CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced.
Sincerely,
***Executive
Office Case ManagerCustomer Advocacy Group,
CenturyLink
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.
Sincerely
I submitted documents to transfer service from a deceased relative to myself back in June 2020. On Monday 8/10/2020 I called Centurylink to check the status of this change since I have received two additional bills in the deceased’s name. Centurylink directed me to an online chat with a customer service representative. This representative advised me to call instead. I asked him to verify if they received the documents I sent. He said he was unable to do so. I requested a supervisor call me. He said he sent an escalation request. No one called me. Today 08/12/2020 I called again and was finally able to reach a representative on the phone. After advising me the change would be made soon because it can take two billing cycles. I informed him I have since received two additional bills with no indication of a name change. After I asked him to verify they received my documents he did some checking and told me they had and some information was missing. I offered to provide missing information over the phone and he said I would need to start this entire process over. He transferred me to a specialist and the specialist said he is not on my side of the state and he would connect me to someone who is. I am still waiting on hold and it has been over an hour and 20 minutes. This is ridiculous. I would like this change made ASAP so I can transfer my services to another provider with more reliable internet service and better customer service.
CenturyLink submits the following information for the complaint filed by Mrs. *** regarding the transfer of CenturyLink services from a deceased relative's name to her name.Records indicate that Mrs. contacted CenturyLink on 6/15/2020 requesting to transfer services on account ***. She informed the agent that the account holder was deceased and she has been making payments on the account for the last two years. The customer was sent a supercedure form that had to be completed before any changes could be made on the account. The form was received but due to the incoming subscriber's full social security number was not provided, the change request could not be processed. Mrs. offered to provide information by phone but was unable to and was advised a new form would need to be completed and resent. On 8/18/2020 Mrs. contacted CenturyLink and requested the services be disconnected. Our records indicate account ***was canceled on 8/19/2020.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
Not only did CenturyLink refuse to take any responsibility for all of the unprofessional and unethical actions of their employees, but they are now also tacking on disconnect fees to my closed account. I never requested a new phone number and that customer is deceased which means no one else requested this change. CenturyLink advised me there would be no fees or penalties to cancel service, but clearly that was an outright lie when my bill clearly shows a disconnection fee for my original phone number as well as a phone number I do not recognize. Worst company I have ever dealt with. Employees lie and are not held accountable and they hang up or cold transfer customers without any explanation or warning. Customers are even placed on hold for absurd amounts of time. Clearly there are no standards.
We understand that Ms. is frustrated about the recent events that occurred when trying to resolve issues with the transfer of the service and again we truly apologize. Please know that our company’s ultimate objective is to provide the best possible service to our customers and unprofessional behavior is not tolerated. Our employees are expected to conduct themselves in a manner that is professional and empathetic to the needs of our customers.
Our records indicate the separate account was created in error when the customer called to make changes to the account associated with this complaint. The error was quickly located and the account canceled.
Please be advised that the account has a remaining credit of $28.91 that has been released in the form of a check along with the disconnect fee charge. This check should arrive within 7 to 10 days but can sometimes take up to 30 days to be delivered. Again, on behalf of CenturyLink, we apologize for the inconvenience and unnecessary frustration caused by this matter.
Thank you,
***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I canceled my services with CenturyLink on April 10, 2020, but they continued to charge me for services until August 12, 2020, today's date. I am a US veteran. I don't feel that it is right for me to pay as I use my cell for personal phone service. They have it in my system as disconnecting my service on April 10.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon
review:The
customer notations on the account indicate the customer called in late April to
cancel service. It has been paid in good faith more than $178.42. Verification
that there was no usage since may has been established. Pleas allow the refund up
to 30 days to be received.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,*** Executive Office Case Manager
We have had a work order since June 26,2020 to have Centurylink to install WiFi in our new house. A subcontractor has been out to our house around 7 or 8 times and they still haven’t hooked it up.The worker said that It is the fault of Centurylink not having something done for him to be able to hook it up. They have put us back on a 10 day wait 3 times .We have made numerous calls complaining and they came today and it was the same story again .This is the most incompetent company I have ever dealt with. The new account is suppose to be at *** under the name of Melissa
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon
review:Account
notations indicate that notes from the technician indicate the delay was due to
lack of facilities at the time of the order. Once the proper facilities were
installed and the fiber connected the service was installed.A
quick look at the service specifications indicate that the service is working
at or above the purchased rate.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,***
Executive
Office Case Manager
I have Fiber Gigabit internet. For the past three months the speed has gone down in the evening, starting around 7pm until midnight. The speed goes so low it is unusable. Last night the download speed was 1.42. This started in June and when contacted Centurylink, I was told there was congestion in the area due to a trunk and there was a temporary fix plan in place. The speed improved for about a week and a half then the problem started again. This pattern had continued - 2 weeks ok then 2 weeks speeds go down again. I was told the 7750 trunk had an overload and possibly 2 or 3 nodes had bandwidth exhaust. On 7-20-20 I spoke with *** id# ***. He said he would email the area supervisor again, since I had been told several times the area supervisor at the central office had been emailed concerning this issue and *** did not see a response. *** said give him 24 hours and he would call me with what he found out. I never received a call back. I called back again on 8/6 and was told they see no response. They advised to schedule a technician to come out to the house to check the lines. This would be the the third time they have had a technician come to my house. Of course all of technicians find nothing wrong because the issue is not at my house, it is an area issue. Also they come in the day, when the problem starts in the evening.I called 8/10 and finally spoke to someone who knew about the problems in my area.I think his name was ***. (I've spoken to so many!) I was on the phone with him for an hour. He said he had been working with the local supervisor on this issue for at least one month. While on the phone with him, he found at least 5 of us on the same server that were losing speed. He said he would be turning it in the next day during business hours, he would note the account and also note contact info for whoever reads the notes on follow-up. He said it shows since 7-20 that 19 people had been working on this issue and that there is a known issue. So I call back the next day and spoke to a supervisor - ***. She said she didn't see any notes from my call from the day before, only that I had spoken to someone. She also said she saw no problems showing in the area. She had 2 people from internal do testing and showed no issues even though my download was 1.42. She said there was only some packet loss and she advised to schedule a fourth technician. I told her that would be a waste of time and money, They also said they would send me a new modem which will not help an area issue. I don't know why some Centurylink employees cannot see the issue at all and others can see there is an ongoing problem in the area. I have bee given credits on my bill which I appreciate but I would rather be able to use the service I am paying for. I work online and this ongoing issue is costing me. The Centurylink credits are not going to pay my mortgage and I have to have dependable high speed internet. Maybe the supervisor, of the area supervisor, needs to be contacted, I don't know but all I do know is the speed is dropping every evening, making the service unusable and nothing is being done about it. If this isn't corrected, unfortunately, I will have to use another company.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon
review there are exhaust issues periodically with the fiber service this
customer is receiving. There is a requisition in that is scheduled to be
completed by the end of January 2021. Between
now and then the customer may still experience periodic exhaust issues that
affect the service. Please have the customer track the times when it is unusable
do to this which should be rare and upon completion of the repairs schedule, we
can apply an adjustment to the account. My contact information ***.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group CenturyLink
I would LOVE to leave a 0 star review but, we're not allowed.
I've had Centurylink for years now and finally just got tired of the bull. I thought it was ok priced but, in the last year or so, my internet would go out 1-3 times a day every day, depending on what I watched. Watching something like Disney+ made it go out 5-7 times, like it couldn't handle it.
I finally switched to Spectrum. I got online on Centurylink's chat to ask for an itemized bill so Spectrum could buy my contract. I talked to 3 people in chat, waiting 10-30 min to talk to 2 of them, for them to tell me I have to call customer care.
I call customer care and the nice lady tells me they did away with contracts in 2012, not that they told anyone, and that I apparently bought my equipment so they don't need it back. I waited for 30 min for her to tell me this. She then sent me to cancellation to cancel my service, I'm on hold now for that and have been for at least another 30 min and I'm giving up. My phone says I've been on the phone with these people for 1 hr and 21 min now.
I've never dealt with a business so terrible in my life.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
I had issues with my internet not working. It took awhile for a tech to come out. I was never reimbursed for the time I was without internet service. Couple weeks later my internet went out again. I was told it would be a week for a tech to come out, but I would be reimbursed for the time I was without service. I never received reimbursement for that week I was out of service, and never received reimbursesment for the previous time I was without service. My wife and I work from home, and need to rely on our internet. We were forced to switch internet companies. We were given no reimbursement, prepaid obviously for 3 weeks that we did not use the internet. we were also never given information to return out current equipment which we would like to do.
Please be advised that CenturyLink has completed a review of the complaint filed by Mr. regarding out of service credit and information regarding returning DSL modem.
CenturyLink records indicate that it previously received and investigated this dispute in response to complaints filed with the Revdex.com (Revdex.com). Below is a copy of August 13, 2020, Revdex.com response for your convenience. A DSL return label will be emailed to the customer.CenturyLink appreciates the opportunity to review Ms. account, ***/***. Our records indicate two recent repair tickets have been opened. A repair ticket was opened on June 1, 2020 and closed on June 2, 2020. The next ticket was opened on July 16, 2020. The dispatched date on the ticket was July 21, 2020. However, Ms. disconnected the service on July 17, 2020.The CenturyLink High-Speed Internet Subscriber Agreement provides information regarding CenturyLink’s proration policy. The agreement states:You may cancel your Services at any time. However, if you cancel your Services on any day other than the first day of your applicable billing cycle, your payment for that month of Services will not be prorated or refunded and your Services will terminate on that date.Since the end of the bill cycle would have been August 9, 2020, Ms. was given correct information. In an effort to satisfy, CenturyLink will refund Ms. for three days of Internet service (June 1, July 16-17) due to the repair issue. A refund for $5.58 was issued on August 12, 2020, confirmation number ***.CenturyLink appreciates the opportunity to address Ms. concerns. We regret any inconvenience she has experienced.***CenturyLink Customer Advocacy
We have been without phone service since 03 August 2020 we have phoned at least 3 times (using a cell phone) to resolve our no telephone service issues but no one ever come out to investigate our concerns or provide any explanation. My 88 year old father (the account owner) passed away on 08 August 2020. No home phone service or attempt to resolve this phone service issue has gravely affected our ability to contact 911 in a timely manner. In addition, this no phone service has made it impossible to connect with family members and friends. Today after being on hold for close to an hour, *** assigned us a ticket number and said a technician would be here tomorrow between 8 AM - 5 PM. We will see.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I reviewed all concerns with Mrs.
***, I was advised trouble had to do with a wire connection. The customer confirmed services have been working with
no further trouble to report.Inconsideration to the service trouble, I agreed to credit
the customer $30.00 for the service outage. CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
After one day, I cancelled my internet bundle with century link and was told this internet service would be disconnected last week. It was not. After many, many phone call attempts, I have still not been connected to the cancellation team to ask them again to disconnect my internet so I can use my current modem and my previous server company.
Please be advised that CenturyLink has completed a review of the complaint filed by Timothy Rich requesting to disconnect his CenturyLink Internet service. We can confirm that the internet has been canceled and the customer no longer has internet service with CenturyLink.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
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.
Sincerely
Called numerous times about an incorrect bill and was put on hold for over 2 hours each time. I have spoken with several customer service representatives and all were extremely rude. The first representative named *** hung up on me. Absolutely horrible customer service. I would never use them again!
CenturyLink submits the following information for the complaint filed by Ms. *** regarding her CenturyLink account and the unprofessional behavior she encountered from CenturyLink agents while disputing her CenturyLink bill.Regarding Ms. CenturyLink bill, our records indicate on 7/13/2020, the customer contacted Customer Care to disconnect the CenturyLink services. Ms. stated that she had contacted Directv directly and canceled her Directv service on 7/10/020. The last payment submitted to CenturyLink which included Directv charges was received 6/22/2020 in the amount of $150.68. The following month, charges totaled $150.68 in which no payment was received. This left a carryover balance of $150.68 for service dates 6/6/2020-7/5/2020 plus new charges for service dates of 7/6/2020-8/5/2020 for $110.68(Total $261.36). These are valid charges as they were already paid to Directv by CenturyLink. Directv is paid one month in advance by CenturyLink.Per Directv’s new policy concerning disconnects which went into effect 1/14/2019, Directv will no longer prorate bill if service is disconnected before the end of the billing cycle.Terms and Conditions of Directv's disconnect policy (https://imss91-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.att.com%2flegal%2fterms.dtv%5fresidentialCustomerAgreement.html&umid=E85AA9AB-956E-0F05-BF85-9CA307E75C1B&auth=19120be9529b25014b618505cb01789c5433dae7-29ec6731443cd2c738f870bbf3aeeb589be22ead)CenturyLink began implementing the change to the proration of standalone high-speed internet accounts on August 9, 2019, and continues to implement throughout our service areas. At least 45 days before each implementation date, customers that have standalone high-speed internet accounts receive a postcard that provides notice of the proration policy change and the corresponding update to the CenturyLink High-Speed Internet Subscriber Agreement. The notice advises customers that the service could be terminated prior to their applicable implementation date, without penalty, in order to avoid the new proration policy. If customers do not terminate service prior to their implementation date, service will be billed through the end of the billing cycle.Please know that our company’s' ultimate objective is to provide the best possible service to our customers and unprofessional behavior is not tolerated. Our employees are expected to conduct themselves in a manner that is professional and empathetic to the needs of our customers.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I canceled my service two months ago but I'm still being charged. When I call customer support, they transfer me back and forth between two or more departments. I have no way of canceling my account it seems.
Please be advised that CenturyLink has completed a review of the complaint filed by Mr. *** concerning the disconnect of his CenturyLink Internet service. Our records indicate that Mr. contacted CenturyLink on 6/1/2020 requesting to cancel his service due to moving to a new service address. The disconnect was not processed as requested and therefore the service remained active. The appropriate feedback has been submitted to ensure a positive customer experience going forward.We can confirm the internet has been canceled as of 9/1/2020 and the billing adjusted to reflect a disconnect date of 6/1/2020.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I tried to cancel my service as it was…
I tried to cancel my service as it was SO lousy, slow and useless. They sent me the “final bill” for the WHOLE month even though I cancelled the service.
I tried to pay the bill through ETF with confirmation number. Now they are coming up with some excuse saying they were “unable to locate the account” And are now charging me and additional $30.00 for a “returned check charge”. I tried to speak with a representive after being on hold for hours and he (Kevin) was rude and hung up on me.
DO NOT, I repeat DO NOT do business with them!!!!!
Lousy internet!!!!
Rip-off charges!!!!!
Non-existent customer service and rude and USELESS!!!
They are a RIP-OFFF
DO NOT DO BUSINESS WITH THEM!!!!!
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon
review:The
account payment or “Quick Pay” system is automated. The only way it would
reject the payment is if there were insufficient funds or the account number was
populated either by the customer or the autofill on the browser the customer issuing.As
for the account status, it has been closed, the customer does not have service
with CenturyLink at this time. CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,*** Executive Office Case Manager