Lumen Technologies

My telephone and internet service have gone out repeatedly. The most recent event began on 7/16/2020. As is normally the case they tell me the "soonest" a repair technician can fix the issue is four days away. Four days of no phone and no internet means four day of not working from home. That is totally unacceptable customer service.

My father passed away in Oct. 2017. My mother continued to pay his bill but recently attempted to cancel. She was told they would disconnect the service and not bill. Instead, they sent further bills with penalty feea for not paying. She contacted them again and they said they would disconnect the services but then hung up on her. I contacted them today to disconnect services yet again and asked to dispute the previous bills. The support memeber said there was no record her calling even though we have phone bills showing she called. I asked to speak to a supervisor and was hungup on.

Century Link
100 Century Tel Dr
Monroe LA 71203
July 13th, 2020
Ref:
Michelle,
I have been trying to get Television Service thru Century Link/AT&T since June 16th 2020. I spoke with at least 4 service representatives and placed my order. The first gentleman I spoke with on June 16th, did not complete my order with AT&T. I was told my equipment would arrive in 5 to 10 days. It did not arrive in 5 days. I called back and got another representative who told me the order was never place to AT&T. So I sat on the phone for 3 hours to place the order again. Just before the order was completed, the representative got kicked out of the AT&T order system. So she said she would call me back the following day at 10am to complete the order. I never received a call. As a matter of fact, to this day with all my issues with Century Link, I have not received a call from anyone!! Not even a manager or supervisor!
You can check my file and see how many times I called trying to get my order completed.
I called back yet again and spoke with Michelle on July 9th. She was very helpful. She told me up front that she was going to make sure I had a pleasant conversation with her and she was going to make my day! She did just that! She completed my order and was very pleasant to talk to.
I finally received the equipment on Saturday, July 12th, 2020.
Please let Michelle know how much I appreciate her helping me complete my order!
I’m passing along a couple of e-mails I received from your advocacy group. Neither person took the time to try and help me with my issues. Never received a call at all from this group. They emailed me but no follow up!! If you are going to have this group to handle resolutions for customers, I would suggest they at least follow up with the customer. What is the point of this group if you are not going to try and resolve our issues. After all, I am requesting your service and willing to pay for it.
Just to let you know, I will not be recommending your service at all! It should not have taken all the telephone calls to century link to get my order completed.
Thank you

I am closing my business .then because of the bad economy and COVID 19 so I call customer service and because I am on a contract I have to pay 400 dollars . is ridiculous because I am closing for a reason for no business and Centurylink make 400 dollars. IS A RIPOFF. they have no heart. they want. easy money especially when we been with them for 14 years.

On Saturday, July 11th, I ordered new Centurylink service through Simplepay. After ordering service, I spoke with a Simplepay representative who reviewed my order and told me that since I already had centurylink service set up at my residence and had a modem my internet could be turned on after 24 hours. I contacted them again Monday morning, since they weren't open on Sunday and the representative I spoke with then told me it was impossible for services to be turned on without a technician coming to my physical residence. After explaining that my children need the internet to start distance learning asap, the rep. offered to find an earlier date to have a technician to come out. After waiting for them to contact their offline team for an earlier date, I was told that there system was receiving an error message when trying to find the next available date and was told they would contact me directly when this issue was resolved. I contacted them again later because I forgot to provide them with a contact number but was told that I had canceled my account and would have to start a whole new order. I was also told that the money I paid was refunded to my card. No-one can give me a reason why my account was canceled when I desperately need it for my children and my bank has not received any refunds so I'm unable to even attempt to order service again

Had numerous days of insufficient internet performance and multiple technician repairs on faulty internet services. Service performance and speed issues lasted for over a week before CenturyLink fixed the problem. This is by no means the only time I have had an internet service problem, in fact, I have internet service problem 2 to 3 or 4 times a year to the extent that I have to call CenturyLink about the problem. Over the years that have become familiar with a number of their technicians and know them by their first names. All of them tell me that the equipment in their phone cabinets is old and falling apart. This time a tech came out after a 2 plus day wait, spent over 3.5 hours working on the problem before he determined that he had fixed the problem. Within 16 hours the problem was back. Had to call and wait another 2 plus days for another tech to come out. CenturyLink Customer Reps act like I have nothing to do in my life but sit around waiting for their company to resolve their system problem. They are also very quick to inform me that if the problem is on my side of their box I will be charged for any repairs that are required. I would say that I have had to have a CenturyLink Tech come to my home on over 20 occasions and once waited over a month to get repairs performed and the problem is always within their system. They show not shame.

We live out in the country and have Centurylink for both our land line phone and DSL internet. For the last 8 weeks we have experienced continual outages with no phone or internet service. Each time we call we are told there is another outage in our area and given an expected time frame to which it will be repaired. With very few exceptions, the time frame is not met and we are given another time that the outage will be fixed. The outage period is never deducted from our monthly bill unless we call to complain. This company provides extremely poor service. We are at our wits end dealing with this company, and will likely cancel our account . If you are seeking to secure a phone or internet in an area served by Centurylink I would highly recommend that you contact a different company that has a competent staff and reliable equipment.

Ordered satellite and internet service through Direct TV/AT&T provider. A man from Centurylink installed a box on our house 7/03/2020 and said that the fiber optic line that was installed was not working. Said he would contact to have a new line ran. Received modem on 7/03/2020, when following instructions received error that our account was not found and to call customer service. Today is July 14, 2020 and have been transferred to multiple representatives located in different states who say that they cannot assist me and transfer me to another representative or drop my call. I attempted to drive to a Centurylink office and it no longer exists and another location is permanently closed. I now have a large box fastened to my new home siding, NO ONE willing or able to assist. They say that my account cannot be found yet they have sent three emails regarding my installation, account order number and shipped me the modem. I will NOT be using Centurylink and will be contacting an attorney for representation regarding the repair to my siding.

Centurylink did a hard pull without my authorization on my account and said they would remove it from my account but hasn't yet.

CenturyLink has been trying to collect fees from me for services that were never provided.

Century Link CLAIMS it is helping by not cutting off services during COVID19, but this is ONLY for select customers, NOT the "Simple Pay" customer! My bank said they did not try to process a payment to my account, but my service was disconnected for failure to process payment. This took me by surprise as I did not have internet for half a day. When I called, I was passed around until sent to a dead number. I called 5 times to get this resolved! 4th time, I asked for a supervisor and was transferred to a ringing phone. They CUT off my service, but would NOT take payment over the phone! MY internet was DEAD, the phone was my only way to pay. THIS IS THE WORST - spending 3 hours to resolve MY PAYMENT for service issues! UNACCEPTABLE! The customer service people just pass you on, but don't care if you get your internet back on. I could hear them laughing in the background. It is a joke to them! THEY NEED TO KEEP OUR SERVICE ON! ALL ACCOUNTS INCLUDING SIMPLE PAY ACCTS need to be left ON! Billing and Advertising MUST be revised in this company!

During COVID-19 I require reliable internet in order to make a living from my home. A CenturyLink technician came to my home in mid-May of this year to check on unstable service. He told me that there are two internet lines connected to my home, that I have probably been paying for both for several years, even though I have been using one. He told me these lines could be merged for faster service, but that I (not him) would have to contact customer loyalty and "insist" that they arrange this service. I called customer loyalty, customer support, company's complaints department and was essentially told that the tech was lying, that there is only one line coming into my house. Kayla and Robbie from complaints department have been stringing me along for two months that I can definitely have better service than what I need and they finally sent the same tech out here last week, but he ignored the order and did not even call me or come to my home, instead telling his superiors that any faster service is not available on my street. CenturyLink as a monopoly in my rural area, there is no competition for cabled internet service. I am a mental health worker providing much needed support to my community in these times of global crisis, my spouse is a pastor who streams her worship services from our home and we have an 18 year old child who will likely need to do at least some distance learning staring in the fall.

I called in to Century Link to request a cancellation of service. After which I was challenged on a security question to which I answered and they claimed was the wrong answer. I requested to use a different method of verification and was denied. I was told that they could snail mail the security question, to which I replied that it would delay my cancellation of service beyond my move date. The third option was to use their online system which I did.

After updating the security question with their web interface and calling back and dealing with the same representative (***, Employee ID: ***) they claimed the security question was not updated. I informed them I was looking directly at the web interface with a successfully updated security question and that I had refreshed the page. I asked them if they were trying to defraud me by making disconnecting extremely difficult or impossible. Response was "we just need your security answer" which I provided, and then updated and provided again. I asked to get transferred to someone with the authority to cancel my service. Supposedly, I was transferred to a supervisor who I waited to answer for tens of minutes, at which point I hung up.

I am receiving Payment Due emails for an account that is no longer mine, it has been reassigned to *** in Bellevue, WA (account ends in ***). I have tried at least 3 times to have my email removed - once they were able to remove it and I stopped receiving the emails for a couple of months, once I went though a very long process before they told me it wasn't my account and I couldn't have my email removed, and another time in a service chat where I was told they deleted the account from my old profile and I should not be getting emails for it.

CenturyLink provides sub-normally low broadband speeds to my residence. I have contacted CenturyLink multiple times in the last 4-5 years, since I moved to this residence. I have called them with the same complaint without any resolution. My internet speeds often reach levels that are so low I cannot work at home. CL does not give me enough speed to navigate on the Internet with basic efficiency. CenturyLink states openly that its fiber optics networks are "old," outdated and "need to be upgraded." So, naturally I ask for an upgrade. They then respond that "it's too expensive." I point out that they offer speeds more consistent with what they promise in many other locations in Sedona and Cottonwood (the next town to the South). They respond, "Yes, that's true" but we have chosen to not upgrade in your area. I ask why that’s so. They state openly, it's "not worth it." I have also been told by at least two CL Representatives and Technicians to hire my own civil engineer to pay for their upgrades! I respond that I do not own their fiber optic hardware and that it is not my responsibility to repair it. They claim they do not need to respond to this situation and ignore my complaint. I would like to point out at this point that I am unable to hire another broadband company in this area, due to the monopoly that CL holds in this area. I have no other choice than to pay CL for an under-performing service like this one. I call that extortion. It should be listed as a regulatory crime by the *** and/or the ***. To give the Revdex.com some idea of what I face on a daily, weekly and monthly basis allow me to give a concrete example. Today, my test speed for CenturyLink service provided at download speed of 4 MBPS and an upload speed of 1 MBPS. This should be considered under-performance and a malfunctioning of service. I pay the same rates as those as those subscribers in other parts of Sedona (and Cottonwood), who get speeds closer to what CL promises their customers (near 30-40 MBPS download and near 4-5 MBPS upload speeds). It appears that CenturyLink considers my living area a kind of "technological ghetto” and is thus unworthy of a fiber optic upgrade. I am asking the Revdex.com to request that CL come to my area to upgrade their old, malfunctioning fiber optic networks. After making complaints just like one many times, I always get the same response from CenturyLink. "We choose to not upgrade in your area. You can pay for it if you want it done. Goodbye.” I have also then asked CL to reduce the amount I am charged for this kind of sub-normal service, that is, in proportion to the low speeds I receive. They have ignored my requests for a bill adjustment and/or refunds on service. Please help me if you can, Revdex.com. CenturyLink ought not to be allowed to first, neglect their own networks while charging premium prices for them, and, second, to suggest that customers pay to upgrade their own hardware issues. This is preposterous. It should be a crime under US law.

I was trying to have internet installed at my address in two of the techs confirmed I could not get services in the area I live in. I paid a $50 deposit in this company is giving me the run around with me getting my refund back unto my bankcard from the services I could not get installed. I feel this company is trying to keep my money.

If I could leave a zero, I would. I set up my CenturyLink account and the agent said the technician would arrive on the 10th to install my modem. I received multiple emails throughout the week telling me someone was coming on the 10th. That morning, I spoke to a customer service agent that told me they'd be there at 4:20 PM. At 4:40 PM I called again to say the technician hadn't arrived and check on his status. They told me my order was never proceed. So the first service rep gave me false information and they wasted my entire day. They also did nothing to try and rectify their mistake afterward. They do not provide good service and do not care about their clients, DO NOT USE THEM AS A PROVIDER. I live in Denver, CO

Requested my account to be cancelled June 7th. My account has not been cancelled and is pending payment for June 13th! I do not even have the modem or router as these were returned. I haven’t used the service since before June 7th. I have called 6 times and each time am told that the account will be cancelled and it has yet to be cancelled. I’ve requested my payment method to be removed so I am not charged and they refuse.

I moved from the residence where internet service was provided at on 5/28/2020. I called to cancel service the following week. This took several days to do because the hold times for a representative were more than 20 minutes. I called on 6/1, 6/2, 6/3, and after being on hold for 40 minutes I was able to speak to a representative on 6/4/2020. When I spoke to the representative, she informed me that they had the billing cycle the day before and that I had to pay for services through 7/2/2020. As I moved out of the residence on 5/28, I have no use for services past that point. I understand that it is typically Centurylink's policy to not prorate services (which is a junk policy to begin with), but in this case it was not my fault for delaying the disconnection as hold times were absurdly long to talk to a representative to request the disconnection.

I was planning to switch from another provider. I have made 4 calls trying to switch to CL. The 1st call I immediately stated my needs Internet only and made it clear I was not interested in any other packages as I had already done research the gentleman spent 20 minutes offering other packages. I ran oth of time before work and could not set up service.
The 2nd call I spent 3 hours during a faulty credit check while the gentleman took my Social and DOB. The system didn’t work and I was unable to set up service it was a Friday he said he would call Monday and never did.
The 3rd I was informed they could run the credit cheek off my ID then 45 minutes later in the call they didn’t even need to run a credit check if I wanted to pay a security deposit of 50-100. (I wasn’t given a definitive cost).
Here’s the kicker everyone I asked each rep probably 5-6 times if they NEEDED to run the credit check with my social. I asked if there was ANY other way around.
BOTTOM LINE: Some are misinformed. And they will hound you to buy or package items.