Lumen Technologies

3 no-shows for a tech appointment in one month. Arrival window per appointment was 8 hours. I'm cancelling service today and going with xfinity.

They have lied to me. I've been with them 37 years and they still but offer any discount after telling me I had price for life 2 years ago. I'm livid!

CenturyLink has attempted to collect on a fraudulent bill. They repeatedly failed to show up to install my internet service, and then sent me a bill for said service. I've been unable to resolve this matter with them despite repeated assurances from their customer service that my account would be cancelled.

I first contacted CenturyLink in late June before putting on offer in on our new home in Durango, CO. The current owners use CenturyLink and I wanted to check internet speed connection and availability before purchasing the home. I called back today to get internet service set up in our name. I was told that the address is serviced but there was no availability. I reconfirmed with the current owners that they use CenturyLink and called back to see about switching the service into our name or how to proceed. The customer service rep spent much of the call trying to sell me TV service even though I clarified I needed internet primarily. Then he told me again that there was no availability and maybe I could try getting some paperwork to get it switched to my name. When I asked to speak to a supervisor to see what my options would be and what paperwork would be needed he just kept saying there is no supervisor, I'll give you the number to customer support. I tried to ask about when a supervisor might be available to help and he hung up. This isn't really acceptable for customer sales support from a company the size of CenturyLink. When I came onto the Revdex.com to file this complaint there was a notice that CenturyLink had requested people call and speak to a supervisor. When I called the number it put me straight back into the queue and no supervisor seemed available that I'd already been in twice which certainly didn't lead to a supervisor.

Due to medical reasons I must have a landline phone. I am a 74 year old widower with 2 disabled sons that I care for. My landline phone has not been working since 8/15/20. Two service technicians have been out since 8/15/20 but neither have absolved my problem and have closed the repair ticket in place at that time. My phone still does not work and I have been given a new repair ticket for 10/2/20. Both my sons have muscular dystrophy and one of them has had congestive heart failure, therefore it is essential that I have a phone line available at all times. I have spent many hours on the phone and on chat with CenturyLink being transferred from person to person with no avail. Aparently they do not understand that my phone access is essential to the care of my 2 sons. I need to have phone access. Credit for no service is not an issue or asked for. Phone access is essential. They ignore that. Next service, I'm told. is Oct.2nd but I've needed my phone service for over a month now and still do not have it and none of my many contacts with CenturyLink seem to acknowledge that.

I sold my Arizona home and moved to the East Coast in January of 2020. I notified Centurylink to cancel all services. I waited for over 90 minutes getting passed from person to person. Finally I was assured the account was closed. I returned all the equipment to a *** store. 3 months later I get a bill. I called back and was assured it was an error and the account was closed. Look at the notes for the account. Last week I get another bill saying the account is still open. The representative had no common sense and said I had to speak to a "Cancellation Department" even though he could see the closed account notes.. After 50 minutes on hold I hung up. I am tired of the run around. I was your customer since May of 2011 and you want to defraud me because you evidently didn't do your job with the billing department. I owe you NOTHING. This Morning I get a text saying my modem is ready to be activated. What the heck are you doing?

I am not receiving my money of $ 79.26 from September 11,2020, that is owned to me by this company. I have called twice concerning this refund. I was told yes there is a confirmation number of *** that was given on the 11th of September, but to this date the money still hasn't arrived back on my credit card.
I called and made a payment plan but unexpected money came to me earlier so I called and made the payment earlier thinking that they would see there was no balance and not take any money out, oh but they did, and when I call that same morning early here in AZ. they promised to put it back in my account.
I seriously think they are waiting for another bill to populate and add to that bill. I have been with this company for three plus years and their Customer Service is shabby to say the least. I have never written a verbal complaint before but when it comes to me Money this is where the buck stops.
I am planning on moving this winter/fall and Unfortunately Centurylink Will Not Be Going with me.

July 31 2017 I was offered 25 mg internet with my serv. Found out I never got the Serv (only 10mg). The difference in the Serv from what I had was approximately $25. This serv included a lng dist serv which I would not indulged in ...only because of the forever serv I was offered with the serv. I have called on occasions to try to get some compensation to no avail. I asked for at least 11 months (that's when there had been a chng in format I saw a difference in what was said to be 10 mg and not 25 ng.I asked the last rep for at least $200 in compensation. He says he would send some infor from the archives but I informed him I was told I would get 25mg. No one ever informed me I would only get 10 mg. I want compensation for the difference in what I had before I was told that I could get the 25 mg...at least from nov 2019 to aug 2020.

On 09/15/2020 I ordered a new modem. Reasons: 1. To keep up with modern technology since the old one was/is more than two years old, 2. Recent issues with speed and connectivity. Old modem model: ***, new modem model: ***.

New modem arrived Friday, September 18, 2020. Installation began Friday night. Followed instructions which were included. When we attempted to re-establish internet connection using the new modem, we found our devices were connected to our WiFi Network, but no internet was available.

First Support Contact 9/18/20 at 9:18pm. Call lasted 21 minutes. Support tells me they needed to optimize the line from the CenturyLink end. Re-attempted connection, all devices dropped and internet access fail.

Second call with rep “***”. Spent over an hour on the phone after she claims to detect a problem with the line to the house. How this is possible with a new modem is unknown to me as that wasn’t the case hours earlier with the old modem. She couldn’t complete a dispatch ticket as ‘the system is down right now’ and keeps me on hold. We needed to have this resolved before Monday as all people in my home, work from home. Rolled back to the old modem. Between 9:18pm – 10:54pm spent on the phone with support.

As a result of the attempted new modem setup, it had skewed our Thermostat and it no longer recognized Air Conditioning/Cooling settings. It got to 87 degrees in our home (We live in Phoenix). We spent overnight sweating and not sleeping well as a result of this new problem.

Next day, Saturday, September 19th: Called into support again and spoke with “***”. 1 hour, 13 minutes on phone at 10:33am local time. I’m told there was/is no concern with the line and it must be the modem. He tells me that the new modem (***) is displaying on CenturyLink’s end as being “active”. It’s not – the old one is being used (***) since the new one doesn’t work and isn’t plugged in. Places a ticket in to have a technician come by with a new modem and technician will let me know when *** is on their way. 1:27pm I receive a text the technician arrived (Notification ID: ***) and less than a minute later at 1:28 I receive several additional notifications – ID’s *** claiming the issue is resolved. *** was the technician name. Did not come to the house, did not give advance notice of arrival and did not leave a new modem.

About 2:12pm, I text/chat with ***, who sends me to "***". ***. After over an hour of texting he tells me the previous rep was wrong, “Regarding the modem replacement we don’t allow the technician to bring one during the repair” and “Well they call you ahead of time”. After “Yes I understand your frustration ***.” The chat bubble continues from 2:46pm through 3:20pm and I ask, “Are you still trying to respond?” and then the chat ends. I have screenshots of this dialogue as documentation. He clearly did not understand my situation.

Five representatives between Friday night and Saturday afternoon and my issue today is STILL not resolved. Each one provides me a different story as to what happened. Over an hour spent in texting a representative since my wait time was well beyond 45 minutes on the phone, and a total phone time spent of nearly 2 hours and 45 minutes.
Spoke with my Air Conditioning Technician (since the modem issue fried my thermostat) and found that the modem ‘reset’ the thermostat where it only recognized the heat pump. Had to buy a new one (since it was peaking at 90 degrees in my home in 100 degree temps outside) – this was not a cheap replacement.

Dear representatives, this is very bad and disjointed service. I have not received such a poor level of service in a support process since *** and ***. I received different stories from different representatives, promised a technician to supply a working new modem who only came street-side to ‘do something’ for literally a minute and left before we could stop him, and today I have a $200.00 piece of equipment, brand new, NOT in use and sitting with no knowledge if I am expecting to receive a replacement modem OR if I am going to experience the same problem as I did between 9/18 and 9/19.
Because of this poor service experience, I am doing and requesting the following:

1. This letter has been sent to the FCC as a complaint against CenturyLink as I believe this issue here falls upon deaf ears.

2. This letter has been sent to the Revdex.com.

3. I am requesting a replacement modem.

4. A full-refund of the modem cost as a concession towards CenturyLink due to the volume of time wasted over the weekend as well as incidental issues, such as the $250.00 replacement of my new thermostat as a result of the new modem skewing my old thermostat. Per the Order Confirmation (***) I received via *** yesterday I am requesting a full credit of $200.00.

5. CenturyLink is in dire need of Customer Service Training. The last representative I spoke with left me hanging, and disconnected the chat without resolving my issues. I’m astounded by the excessive disconnection between parties within the organization between Support and Technicians. Also the technician failed to meet expectations – by not notifying us before arrival, only via text at 1:27pm and then resolving my issue at 1:28pm. That is literally not possible. 5 different instances of representative actions and NONE of them solved my issue. If I provided service like this I would be fired.

This is the most recent issue in a historical string of issues we’ve had with CenturyLink. Unfortunately we don’t have a choice in Internet Service Providers as we live in a County Island and only have DSL lines available as we believe Maricopa County has a tariff on updating the line(s) in our neighborhood which no ISP wishes to cover the cost of such tariff.

I’m sorry and dread to write a note and request such as this one, though this experience has been completely unacceptable, is one of the worst I’ve received and still goes unresolved with no additional expectations – is there still a supposed “line problem”? Are we expecting a new modem? I shouldn’t have to mention this experience made my weekend a nightmare and today I am still back where I was over a week ago.

-***
Laveen, AZ

century link came out to the house and did not fix the problem.

I am a CenturyLink Customer. In December of 2019, CenturyLink contacted me to upgrade my service plan as the plan I had was no longer going to be available. The agent signed me up, scheduled a technician and sent me on my way. Since, I have continually had connectivity issues. As I am working from home at this time, I can more closely monitor my speeds. After many calls and technicians, the issue is that their lines installed to my home don't support the speeds I have been contracted to receive. Multiple technichians have been out and attempted to resolve the issue, and closed my service requests. Today I was advised that they knew the lines installed at my home would not support the internet I was trying to pull.

Customer information:
***

I have experienced intranet service disruptions several times as a customer with CenturyLink for the past 6 years. However, since I started working from home, due to the COVID-19 pandemic, most recent intranet disruptions have impacted me and my family greatly.
On 04/29/2020, a tech support ticket *** was opened with CenturyLink due to no internet connection after hours on the phone with customer service troubleshooting the issue. A major issue was that the DSL light was completely out, which implied that we had no intranet connection whatsoever. A tech came out on 04/30/2020, and discovered that there was a disconnected cable on the street behind us – which had nothing to do with our property. The lack of intranet service for that time period resulted in me having to take unscheduled time off from work for a day and a half, which resulted in an occurrence. Please note, we upgraded to a CenturyLink compatible new modem/router in beginning of 2020.
On 09/21/2020, same incident occurred - the DSL light was out again. On 09/22/2020, I reached out to the CenturyLink. After holding for 48 minutes, I spoke with Tech Support team rep and it was determined again that we have no intranet connection. The required troubleshooting steps did not resolve the issue. A new ticket was opened VV197045, and the Tech Support rep advised me that a service tech should be out the next day, on 09/23/2020, between 8am to 4pm. I advised them that this issue has occurred previously and that has nothing to do with our intranet connection or our property but rather the issue is located on the street behind us (***) – approximately 800 feet away since we are located on an acre and half of property. At that point I requested to speak with a Manager. A Supervisor named *** Price answered the line and stated that “I am not the only customer” and that no techs are available until tomorrow 09/23/2020. I stated that I requested to speak to the Manager regarding the matter and not the Supervisor and specifically asked if *** is denying me the right to speak with the Manager. *** responded, advising that “yes, for the record, I am declining your request to speak to the Manager”.
After several times requesting to speak to the Manager and expressing dissatisfaction with the customer service, a service ticket *** was escalated and the service tech arrived to the property at the end of the day at 4pm. The service tech spent about an hour and a half checking the lines and confirmed that another disconnect occurred about several miles away from our property. This is second time now and second occurrence that impact me directly with my employer.
My family and I are so frustrated for the lack of customer service provided by the CenturyLink. Most importantly it has impacted us financially as well since I was forced to use the unscheduled time off from work due to the lack of intranet service.

I have been with CenturyLink since 2017, when I moved to my current address, ***, I was told the top speed they have for internet was 5 mbs period. I made a life time agreement with CenturyLink's retention department of 25.00 a month. The beginning of September 2020 without notice they doubled my costs, when I called I was told my agreement was only a promotion and was no longer valid. The email I had saved was gone from my CenturyLink email acct, so no proof. I made a agreement to pay 29.00 a month, what they failed to tell me was they were dropping my internet speed to 3 mps instead of the 5. They are trying to force me to get their current promotion of 6 mps for 49.99 per month, so now since I refused my current speed is zero. I called on sept 8th and informed them that I was moving on sept 17 and needed to transfer my service on that day, no problem I was told. Then the representative told me I had to speak with someone in the retention department to move my service, why when all I'm doing is moving 100 feet? They kept changing what I pay then what I owe, what my speed for service is. Now instead of transferring my service on the 17th the retention department will not allow me service until the 24th. All because I can not afford their 49.99 a month internet, it's the same thing I had that I was paying 25.00 a month. To sum it up, 1. CenturyLink deleted my emails showing I had a life time agreement for 25.00 a month for 5 mbs for the internet.
2. They then doubled my bill and when I called in, they said it was a promotion and I had no proof otherwise, they gave me a 25.00 credit and said I only owe 25.00 which I then paid.
3. I was told I had to contact the retention department, when I did, I informed them to check my records to see about the price for life. It was removed and put in as a promotion, I was told about their current promotions. I informed them I could not afford that, so a agreement was reached of 29.80 a month.
4. They changed the agreement, it went to 29.80 but for 3 mps not the 5 I was currently getting. I was not informed of the speed difference. They refused to honor the 5 mps unless I paid the 49.99 a month.
5. I have called repeatedly to fix my bill, fix the internet speed and to transfer my service. The regular customer representatives have tried their best.
6. The retention department representatives have tried blowing smoke up my backside, they have lied to me, changed the date on my service transfer. Slowed my internet speed. Everything that can be done the people in the retention department has done it. Both legal and illegally.

My internet service was down for four days during which I received numerous texts from the company telling me service would be restored then shortly thereafter I would receive another text saying the repair was delayed, again! Seventeen texts in total. I was unable to talk with a human because as soon as their system recognized my phone number, it would not allow me to go any further, telling me it was aware of the outage and that technicians were working on it, then their robot would hang up me. I was lied to continuously by their service representatives when using different functions to circumvent their flawed system so I could speak to a human. One service representative said my lines were not working and scheduled a technician to come to my home, then another representative said it was a known outage and their engineers were waiting for "spare parts" to arrive. No one would answer my question about if it was a known outage why would they need to schedule a technician to come to my home to fix something that was on their end. My complaint is about their customer service representatives handling of phone calls and the inability to talk to someone even when there is a known problem being worked on by their system. I needed information about what the problem was and when I could expect service to be restored since I am a remote worker and it caused a lot of problems for me.

I spent nearly 9 months and about 50 hours on a billing issue between CenturyLink and *** as their accounting software was not merged correctly and could not pay one another on a billing error that occurred between *** and CenturyLink. The issue was finally resolved on May 27, 2020. However, I just received a bill from a collection agency on September 20, 2020 that I stilled owed the balance on the account. I have spent another 2.5 hours on the phone today. I have been forwarded to 11 different people and cannot get a single person who can help resolve a simple issue of informing MRS collection agency that my bill was paid in full.

I made an appointment for 9/18/2020. I paid up front. Installation tech came at 3pm and said job would take too long and they would finish the next day and never came back. Now its scheduled for 9/30/2020. This is a vacation home so we had to make a special trip for the appointment and don't know how they can install without anyone there. We also don't receive mail there so no idea how they are going to get the modem to us.

Phone service not available on Saturday 9/19/20. Neighbor contacted me and asked was my home phone working. Identified it was not working. I tried contacting Centurylink to report an outage (since the problem was at several locations). After weaving thru several phone tries I finally contacted someone that gave me a phone number at Centuryling to report the problem. After a long hold and speaking with someone I was able to report a single ticket. They would send someone out by Wednesday September 23 to review my concern. Despite telling the agent that this problem was occurring at several residences it was stated to me that each person needed to call in to report a concern. After going to several neighbors houses and asking them if they had service and if they did not have service to please call the number I had gotten to report the concern. We all got the same response that this was not considered an outage. I asked what they considered an outage, how many different homes needed to call in to report and was told no specific number. I stated that with Covid how many neighbors would actually want me to come to their homes and ask if they had service or how safe should I feel asking them. I personally didn't mind waiting until Wednesday, understand it was the weekend and resources are limited, but there a couple of residences in the area where the older people did not have cell phones and no way to communicate if an emergency came up. Centurylink clearly didn't care but they made sure to inform me that if an agent came out to my house that I would need to pay for a service call. Even the phone call made us sit thru and wait just to report what was clearly an outage. They even asked if there were any businesses in the area - no business in this rural area. No offense but anyone could tell this was an outage and not individual problems. I am sure the local employees will work to resolve the issue after they come into work on Monday and respond to local people with issues. But the upper levels of Centurylink only concern themselves with major money makers and large areas. Clearly no customer support. No chain of command to report real concerns.

CenturyLink only allows customers to cancel service via phone call with a live agent. Calls placed to cancel service stay on hold for over 3 hours.

I've only had this service for less than a week and dispite multiple technical support calls I'm not getting the service I was promised!

They do not know how to keep the service up and never fix the problem!!