Lumen Technologies

I purchased new internet service on June 3 and paid the first month in full. The agreement was that CenturyLink would install all service outside of my home included in my order. When the CenturyLink service technician arrived he said that I would need to pay an additional $300 to $400 or more to install a line outside from the box to my home. I told him that I prepaid everything and that all installation outside the home would be included. He said that the was a recent policy change and that I would have to pay. He said I could pay at the time and ask for a refund later. I said that’s not what I agreed to. This is a typical bait and switch To get me to pay more. I called customer service and get a different answer every time. I cancelled the order and am still waiting for a refund. I still want the service, but I want the line installed at no additional cost like I was originally told. Please help. Thank you

My problem is that CenturyLink dsl internet is not available to all the people is my area when the service is available in the area. I had Dsl internet with CenturyLink for 10 years until I had to let it go in January of 2020. I was informed I had until a certain date to get the services back before it's permanent disconnected. I did pay the total amount due before the end date and I was able to get my phone service reconnected with the same phone number. I wasn't able to get the internet service back because CenturyLink said it wasn't available in my area because there wasn't enough enough slots to service everyone. That really doesn't make sense to me. I had it before, was only without it for about 3 months and now it's no longer available. How can a company service some of the people in an area and not other especially when the service is already there?

Our service was disconnected and our account deleted without written notice. We were then told that we would need to pay $200 to get new service. Since we were considered "new" we would have to wait a week after paying the $200 to have CenturyLink turn our service on. Once it was turned on, it still didn't work and we had to have a technician physically come out to our home and configure our modem.
We home school our children and run our business completely out of our home and having reliable, high speed internet is vital. After about a week of our "new service" I figured out that something was wrong with our streaming speeds and when I called CenturyLink customer service, they told me that the max Mbps available for our address is 3! We were getting twice that before they wrongfully disconnected us! I called back several times, talked to several different representatives - one of which could not believe that they had just shut us off and she said she was going to make them turn it back up, which of course they didn't do - and in the end, they said that there was nothing they could do.
CenturyLink wrongfully shut off our service and cancelled our account at 10:30 pm on a Friday night, leaving me unable to get any answers until the following Monday morning at which point this whole circus began.
We have been forced to be loyal to CenturyLink for over 10 years - closer to 13 at this point - and I am disgusted at how they treat their customers.

I have had Centurylink for several years. A few months ago problems with reliability arose. I called customer service. They offered to upgrade my service to 40mps. Since that upgrade some time in April this year there have been even more outages for several hours at a time. My modem was replaced 3 times to no avail. This makes working from home impossible!
I decided to switch to Sparklite as my neighbors have it and say it is reliable.
I scheduled an install date with Sparklite, I called Centurylink to cancel their service. They refused to cancel and send a pro-rated final bill as we were two days into a billing cycle. They said Centurylink policy is not to cancel until a billing cycle has ended. This is very unfair! The service is not working properly. They have been unable to fix the problem even with sending a tech to my home. I should not have to pay for something that does not work properly.

Have been waiting for service for june. It's the 19th still no working service and of course you pay in advance. Took 2 weeks to get the modem and now the service dirsnt work. I've tried thier online chat which was useless. Was referred to call tech support. After being thrown around by thier nonhuman bs yoi get to a person that again says sorry cant help you I will transfer you. I get hung up on after waiting 45 min on hold. Finally somehow asks me questions then says yup it isnt gett UK nb signal you need a tech. Wow thanks for that helpful info. They schedule me a 7 hour window I wait my entire day at home and noone ever shows up. I go online to see there is no ticket for a tech to come to my house. I write a complaint on facebook in which an employee says to message in a private chat and after I explain my situation she say I need to call tech support. Wow thanks for that awesome new information. They now tell me after I called tech support again that someone will come by on Sunday between 9 and 4. Wow youd think after all this mishandling they'd make me a priority but no they are charging me for no service and treating me like crap.

Dear Revdex.com,
My name is *** and I am resident of Colorado living in Lafayette for 27 years. My complain concerns CenturyLink company (CL in what follows) which in my opinion wrongly charged me $539.78 for international calls made in May, 2020.
I am a customer of CenturyLink and its predecessor Qwest for 27 years. CL always handled my local calls, national long distance and internet service, and my international calls were served by Birch/Lingo company. A few days ago, I received a bill from CL for international calls for $539.78. To my surprise, I found out that since May 8, I made international calls to Russia via CL with a rate $2.74 per minute instead of my regular international calls provider Birch/Lingo Communications with a rate $0.03 per minute. I’ve never given permission to CenturyLink to make any changes in my international calls service. Nevertheless, my international company Birch/Lingo was disconnected by CenturyLink without informing me about this. As a result, I was charged $539.78 for international calls for ten days.
What has happened is apparently an undesirable side effect of my attempt to upgrade my CL internet service to a faster one what took place on May 8, 2020. I was informed that this will result in some technical changes in long-distance service without an increase in payments, and I agreed on this. However, I was not informed that my international service with Birch/Lingo would be disconnected, and I’ve never given my permission to do that.
When I tried to resolve this issue with CL through telephone calls, online chat, and emails to CL representative Mr. ***, CL claimed that I gave them an oral permission to disconnect my international service. I asked CL to provide me with the transcript of my permission and the contact information of a responsible manager. At this point CL stopped to respond to my emails. I can provide copies of corresponding email chain with Mr. and the transcript of my online chat with CL representative Diego M.
My account number in CL is ***.
Thank you for your attention to my issue. I will appreciate any help Revdex.com can provide.

Power source on the PRISM box died last night. Logged into their website for service today. Was "pushed" to their chat line. THEIR was NO chat line available.
Called their 800 number. After eight (8) minutes of information collection, I was transferred to another line.
After more information collection, an work order was placed for the problem to be resolved. I will have to wait 3-4 days for another PRISM box to be sent out, the power source is NOT available separately.
This leaves me without service for 3 days, and over a weekend to boot....
For the price(s) that they charge, their products and services are very poor....

I have a dsl account with this company but for what ever reason they lie about the speeds that are available to my location. I had them repair the connection to my house and while he was here I did a speed test on the service and got a 40 Mbps on wifi reading before the tech left, but he said he had to get something from his van came back did something and the reading I got after he left was 5 Mbps wifi. I have talked with them about this and they claim that I am getting the best service available in my area but they won't say how the test I took was possible. So if you can get an explanation from them that would be great!

The installation technician flaked after I wated for him for over 8 hours. They have been charging me since may 28th but have not installed my service yet. When I try to talk with someone on customer support they hang up on me. They refuse to transfer me to a supervisor, or when transferring they hang up instead of transferring

Tech was supposed to arrive between 8AM and 5PM. The tech never showed up. I received a text at 10:30AM that the tech would be there at 10:40 AM. I was home all day and did not have a techs how up. I did not receive a call from any tech stating that they were at my home. I took time off work to be home for the visit, now I have to reschedule and take time of work another day and the tech may not show up that day. Called customer service, never received a call back from the manager like I asked. Online chat was unable to help me and did not have a manager available.

We have had CenturyLink for 8 months. We consistently have no service, and get the run around when we call for service. We are always told their is an outage in our area, but we have a neighbor who lives 75 ft from us and she never jas these issues. When we call to report problem we sit on hold for 45 mins to an hr each time, and the call gets disconnected and nobody ever calls back. Literally the worst internet and customer service I have ever experienced. They are rude, and never give an answer as to why we keep having connection issues. They say they will credit our bill for the service interupptions and that never happens.

I have been a Century Link customer since 2007. Recently I have experienced unending connectivity issues and despite having a new modem and having a tech come out there has been no resolution. So I decided to change internet providers. On 5/28/2020 I called to terminate my century link service. The agent I spoke to confirmed my service would terminate but indicated that I had already paid through the period ending 6/25/2020 so I would still have service through that date. Then on 6/14/2020 I was charged again for service so I called 6/16/2020 to inquire. First I used the chat feature and the agent “***” indicated that this bill was for period 5/26/2020-6/25/2020. I explained that I was confused because the agent I spoke to on 5/28/20 told me I had already paid for that period. So she suggested I call. I called and was unable to get a resolution with the agent I spoke to so I requested a supervisor. He transferred me to “***” agent #***. She was also less than helpful, she did not provide any answers and just repeated that the first agent made an error and there was nothing she could do. She refused to issue a refund and she refused to prorate my final bill back to only the dates I used the service. She kept repeating it was in the policy I signed when I became a customer (13 years ago) and would not acknowledge that the company had any responsibility to resolve the error made by the agent that caused me a financial hardship. I was very irritated because had I been given better information initially I would have made different choices about when to start my new internet service: at this point I have been charged my regular bill in the amount of $60.78 + a $50 overdraft fee. So this error has now cost me $110.

I have been informed that the policy is not to prorate billing cycles and I completely understand that. My frustration exists in the fact that this wasn’t explained to me when I called to cancel, I was in fact told that I had already paid for the billing cycle and that is why I am very frustrated. I used that information to make subsequent decisions with my finances and when it became apparent that information was incorrect it has put me in a bad situation.

Also when I then asked for ***’s supervisor she stated she didn’t have one. I asked her directly if she was the CEO of the company and she consented that she was not but continued to insist she didn’t have a supervisor. So I called her out on that. Then I asked for the billing or accounting department, to which she responded there wasn’t one. I laughed and said “so you’re telling me a Fortune 500 company of this size doesn’t have an accounting department?” She said yes that is correct. So I called her out again. I asked to be transferred to one of her peers, she finally agreed to do that but then transferred me to dead line. I was at work so I didn’t have time to wait on hold for another 30 mins to try and explain the situation again.

I have attempted to resolve through customer care and spoke to *** (agent ID) who indicated the only department that could resolve this was the retention and loyalty department. At this point no department seems to think they have authority to resolve this matter and they keep referring to another department that also doesn't claim responsibility. And this “supervisor” needs to be addressed, she outright lied multiple times in the conversation. I hope it was recorded so you can go back and monitor how she handled this.

I understand Century Link purchased Northwestern Bell. My primary complaint is that I've attempted to call Century Link at least three times today. All electronic communications get cut off continuously or break up so much one cannot understand a word.
All I want to do is talk with someone that could remove a Northwestern Bell green box next to my house. It is falling down and allowing access to my basement. Please help me!

Century link earns honors for the absolute worst customer service experience I have have ever experienced. I spent 35 minute hold and had to hang up as I ran out of time. Next time I called the hold process took nearly an hour. Then after 15 minutes on the phone with the rep he said his system would not allow him to do what needed to be done and I needed to talk with his supervisor. I was told the supervisor was busy and would call me in an hour and of course the supervisor never called me back. If you have any other choices choice of internet providers avoid this company.
They deserve no stars but you have to leave at least one star to leave a comment here.

see Attached document

My internet service with CenturyLink is a joke. It is so slow it's not worth the money I am paying for them. So I decided to switch but then I encountered a lot of problems trying to discontinue my service with Century Link. 1) It was very difficult to disconnect my service from CenturyLink. The website says the phone lines are open 8am-6pm local time but that is not true. I called from Denver at 8:09am and there was nobody that answers and in the generic voice message it said they are open 8am central time. Then I called again and the customer service line and left my phone number for a call back because there was a 50 minute to 1 hour 15 minutes wait. I was then called by a representative after an hour only to be told that that was not the correct number to call. I was asking if they could connect me to the right number when the call dropped. That person did not call me back. I then tried to call the number 3 times and I waited 10-15 minutes each time when all of a sudden the call would drop. 2) The next day scammers called me pretending to be CenturyLink representatives and tried to scam me into paying the last bill I had with the company before "they can discontinue my service". I realized I was being scammed and hung up but not before they tried to blackmail me and threaten to "expose" me saying they have my pictures and data on my computer. 3) If you call any of the local lines to see if maybe then can help disconnect you, when you choose the option for disconnect service it routes you to a phone number that is already discontinued.

I have called numerous times and had technicians out here as I cannot work because internet is so slow. They did tests, I did tests while they were here and showed them the issue. They will not fix it saying it is a "wifi" issue when it is not as when I do a test with it hardwired, it is the same as wifi. Getting under 2 mbps on a good day and suppose to get what I paid for which is 100mbps. Not one person I spoke to will listen, I work from home and son does online school...cannot get anything done and still charging me for services. I took their recommendation and bought a Google Mesh. They said they cannot get it to work because of how slow the internet is that I may as well return it. $300 purchase. I am about to lose my job if this does not change. Please help!

Internet was hooked up in my home the day we moved in on Saturday, May 30th. They placed equipment in basement and it does not work. I was on hold for 2 hours and 24 minutes before they could get a live person on the phone to schedule a repair. That repair was scheduled for Friday, June 12th from 8am to 5pm. I took the day off work and they did not show up. Still no service and nobody will return my call.

On 5/17/2020, I ordered Internet service through CenturyLink and paid $59.70 for the first month of service. They were going to install the service on 5/21/20, which was not done. They rescheduled the installation on 6/2/20 for 9:00 AM and no one came to install the service. I called customer service on 6/2/20 at approximately 4:30 PM to find out when the installer would be coming and the call was cut off. I called back at 4:45 PM and was told they would have to speak with "facilities" to find out when my Internet will be installed. After being left on hold for 30 minutes, I hung up. Called them back right away and they did not answer. On 6/9, I contacted customer service again and told them to cancel the installation and to refund my first month's payment. I was told the refund would be made within 3 days. On 6/15, I still had not received my refund so I called customer service again. This time I was told that the payment was refunded on 6/11. This company is a joke.

I have been a customer of CenturyLink's internet services from Dec. 2019 through the present. I rented a modem from them the entire time of my service -- the same modem.
I have paid $60-$80 per month just for internet service.
In March 2020, my internet service, which I needed for work even before COVID-19 forced my entire company to work remotely, began to falter.
I called CL Customer Service, and they diagnosed the issue as a faulty modem and sent me a replacement -- at my expense.
I installed it and began using it.
In May 2020, the DSL light on the modem went out, and once again, I had no internet service. I initiated an online chat, and that issue was diagnosed as bad outside lines. A tech was dispatched to replace the outside lines on my house:

"Info: Thank you for contacting CenturyLink. A specialist will be with you in just a moment.
Info: Thank you for contacting CenturyLink.

You are speaking with Virtual Agent.
Info:
Virtual Agent: Hello, thanks for contacting CenturyLink! I'm CenturyLink's Virtual Assistant and am here to answer your questions. Please type your question below.
Virtual Agent: << Sent Rich Content >>
***: I have a brand new to me modem that CenturyLink sent me to swap out with my old one because I was having issues with dropped connections on the old one. And yet here I am today with no DSL connection at all. No wireless, no nothing. I have already unplugged it, let it sit, and plugged it back in. The DSL light is still red and I have no connection.
Virtual Agent: Before I transfer you, let me check if there are any specialists online.
Virtual Agent: We are happy to help you with your request. Please be aware due to high contact volumes you may experience significant wait times.
Info: Thank you for your patience. A CenturyLink Consultant will be with you shortly.
Info: You are speaking with ***.
Info:
***: Thank you for contacting CenturyLink. This is *** in Johnson City, TN, where your needs are my priority!

Please give me a moment to review the chat thus far so that I can better assist you.
***: I will be happy to help you today! May I get your account number please?

***: It looks like your address is handled by a different team. I would like to connect your chat to one of their specialists. Can I transfer you to them now?
***: Please.
Info: Thank you for your patience. A CenturyLink Consultant will be with you shortly.
Info: All our repair agents continue to assist other customers. We do apologize for the delay. The current minimum wait time is 0 minute(s) and 3 seconds. Thank you for waiting. If you are having issues with a slow internet connection, consider looking at either our wireless troubleshooter or our Ethernet troubleshooter. These steps may assist you to resolve the problem you are having.
Info: All our repair agents continue to assist other customers. We do apologize for the delay. The current minimum wait time is 0 minute(s) and 1 seconds. Thank you for waiting. If you are having issues with a slow internet connection, consider looking at either our wireless troubleshooter or our Ethernet troubleshooter. These steps may assist you to resolve the problem you are having.
Info: Thank you for contacting CenturyLink.

You are speaking with ***.
Info:
***:
All technical support chats may be recorded for quality assurance and training purposes. You may also contact us by texting *** for any repair questions. Standard text messaging may apply. Hi! This is ***. How may I help you today?
***: I have a brand new to me modem that CenturyLink sent me to swap out with my old one because I was having issues with dropped connections on the old one. And yet here I am today with no DSL connection at all. No wireless, no nothing. I have already unplugged it, let it sit, and plugged it back in. The DSL light is still red and I have no connection. I have even run the online diagnostic.
***: Why am I still having issues?
***: Sorry about that, ***
***: I will do my best to help y ou
***: Please unplug the modem from the power outlet for 10 seconds then plug it back in.

Wait for the lights to lit up normally.

While waiting for the lights please reseat the dsl cable from wall jack then do the same on the other end at the back of the modem.
***: Done and waiting
***: DSL light is still red.
***: okay
***: Hello?
***: I am trying to rebuild your connection
***: CenturyLink will need to dispatch a technician to your service address to isolate and resolve the issue. A minimum trouble isolation charge of$85 may apply if the tech isolates the trouble on the customer's side of the network (inside wiring, jacks, cables, home wiring, computer equipment etc.). Okay?

***: Seriously? I'm going to be charged? It was working just fine at 8 this morning.
***: Did anyone check to see if a construction crew happened to cut the DSL line in our area? That has occurred before.
***:
In the event of dispatch, Any repair on centurylink end is free.

if trouble isolated on customer end equipment like inside wiring, the tech will ask your permission if you want him to repair it or not.

If you agree to have technician repair anything inside the customer end, charges may incurr minimum of 85$"

That fixed the issue for a time. But by May 30, I had no internet AGAIN. This time, the issue was diagnosed as another faulty modem --THE REPLACEMENT MODEM THAT THEY SENT ME. So I called and was informed that a new modem would be sent by next-day delivery.
The next day, I had no modem. The rep did not inform me that it was next BUSINESS day.
Therefore, I called on June 1 and asked for my service to be disconnected. I also informed them that given the fact that I had had so many issues and did not currently have service, they should be disconnecting my service without any charges whatsoever.
Today, June 15, 2020, I received a bill for service from June 10, 2020 through July 9, 2020.
I have been on hold for over 40 minutes.