Lumen Technologies

Registered online on August 16, 2016 for High speed Internet and Unlimited Nationwide Calling at a price that won't change for 5 years for $61.95 a month. Called 15 times to protest raise of price. At first the rep would say discount expired and gave me another discount and said to call in 6 months or a year later, which I did. When it went to $65 or $66 I didn't like it but didn't call until it went higher. I called Tanya in December. When it went to $78.57 for 1-22-20 bill I e-mailed Century Link on 2-19-20, getting no reply and called Bryan on 2-20-20. He said he would allow $15.00. Then I saw the next bill through my credit card it was $80.33 a month. My husband is a Korean Veteran and is *** years old. We have had the same phone with this company for almost *** years, only changed their name. They are taking advantage of the elderly! On February 26, 2020 I called Century Link, as the telephone won't work with no dial tone. They said someone would check it on February 28, 2020, only no one came. I called today again, 2-29-20, and now was told someone would come on 3-3-20. I told them I needed the phone. My husband is *** years old and when I leave with my flip cheap cell phone for errands, he has nothing. So I am supposed to stay home all day again and will they come this time? I believe this company should honor their commitment! They should keep the price for the phone and internet at $61.95 for 5 years as advertised. I have not changed the service, even though Bryan tried to get me to do it. (I did e-mail Century Link a copy of their online agreement on 2-19-20).

I purchased Century Link DSL Internet service for my home.
Since I worked from home I needed reliable Internet.
The service was very poor, most times not functioning at all, other times is hung.
I could barely connect to offices to the assist customers and since our business is supporting Oncology Physicians responding in a timely manner is critical.
I simply could not do my job using their service.

It was very difficult to get a hold of CL support via any of the available methods.
The only time I could get anyone on the phone is when I called to cancel my service.
They said I would have to pay for an entire year and that I was under contract.
I told them I never signed a contract, never orally agreed to a contract, and did not accept one online.
Their response was that it was an implied contract.
I asked them to email or mail me a copy of the contract.
Their response was that there isn't a contract to send.
Now I have a $250 balance against my credit from them and a block on my address for any of their future services.
I also purchased a proprietary modem from them which I have no use for - I think this was around $300.

I always paid my bill on time.
I would continue to pay if I was using their service as I do with all my bills and I have otherwise perfect credit.
It is outrageous to ask someone to pay for a service that does not function as intended and is no longer in use.
Repeated calls to their service center has not resolved this issue.

Thank you for your time

I have been unable to keep internet service for greater than 3 weeks. I have repeatedly asked for a technician to come to my home address. A technician closed the ticket out with ticket #*** stating that the issue was inside. This is totally false. My husband was home all day and no Centry Link technician was at our home. When I called again today Jen the person I spoke to informed me that there may be a charge for the technician coming to trouble shoot. I informed her that I have been paying for a service that they are failing to provide. I will dispute that charge. On another call with a Male he told me that I was not the only person without service that everyone is in the same situation. I told him that I am not concerned with everyone else. I want the service of the internet that I am paying for.

Trying to upgrade my internet speed, talked with 6 different reps. 2 that did not speak clear english, got different stories from each, first was to send upgraded modem and set up a tech. to come install it. did not get modem untill 4th rep. called for installation time, no tech. had been scheduled. 6th call to customer care on hold 10 minutes told I would have to install modem. I told him I could not he said I would have to contact another department and I would have to pay for a tech. I told him no.

I have been trying to call and cancel my service for two weeks because I have moved. I don't even live at the residence that is still getting CenturyLink service anymore. I've called countless times and got a recording that it's not business hours when it is. I've been transferred from person to person and put on hold countless times. I'm not under contract with them. They simply will not let me cancel my services. There should be laws against this. You can look at the amount of wifi used in the last two weeks and see it's nothing. How can they continue to treat costumers this way. I will never use their service again. This is bad business. Shame on you CenturyLink. I'm writing this while on hold again and have been waiting for over 30 minutes. Paying for a service I'm not even using is predatory.

I had Century Link service for several years, and it included internet, voice, and TV service. The TV service was provided by DirecTV, but billed through Century Link. I cancelled ALL services on Dec. 20, 2019. When I got the final bill, a charge from DirecTV for $96.98 was included, for a billing period from 12/22/2019 - 1/21/2020. My daughter and I have called Century Link several times requesting to get this charge removed. They referred us to DirecTV and when we called them, we were told we did not have to pay that charge. Century Link is still insisting that I do have to pay it. I have a final bill of $303.24. I paid $100 of that because Century Link is threatening to send it to collections.

Well -- I have been with Century link for years -- even when one of their employees put me into a 2 year contract without my verbal or written permission... This situation was verified in my favor. Century Link then gave me a Document to cancel their services if I would choose.. No -- I then stayed with Century Link for many years more... December 2019 into January 2020 Century Link could not help me in a timely manner and my business was being effected.. So -- I went to Spectrum business.. Century Link asked that I survey the help that they gave me -- I did not (no use).. Service was not correct.. Employees were nice but service was much to be desired.. Well I called Century Link on 02/14/2020 to dispute a Termination Fee. Century Link to me that they would call me.. Never heard from them .. Found out that serval employees ( *** etc) looked at my account -- but -- I still did not hear from them... I wanted Century Link to prove that I verbally requested a two year contract or had signed somethin... Century Link as serval years ago could not provide me with the proof of my desire to be in a contract... They told me that I had a "Third Party" working for me for Century Link... Again -- do not know this organization, NO. Nor do I have anything in writing from that organization --who ever they me be . Century Link gave me my supposed representative (third Party) phone number which is ***.. I had left serval messages and still no response.. I had left messages at extension 904 / 906 and 962.. Century Link told me that My third Party rep was/is ***. But the only *** is a *** -- Maybe its her new married name... Still do not know or have any documents signed or other wise from this "Third Party"?

It all started in June 2019 when we wanted more speed in Angel Fire New Mexico. We ordered a new modem. It was delivered on June 22 and never activated. On July 2, 2019, we called to find out why the new modem would not hook up. Nearly 20 calls and 5 days later, no service at all.

No internet service to our home and the installer did not show up. I called to beg for service. Please turn on our internet. Customer service had no record of my account under that number and told us it was closed. We gave up since the account "was closed" and ordered service under my name. They showed up in two days. Internet service still active. No issues installing or setting it up for a "new customer." Unfortunately, Angel Fire has limited companies for internet so we don't have another option.

Fast forward to February 2020 when we get a bill for collections that says service has been ON all of this time with no payment. Really, even if we had service, what internet company on the face of the earth lets someone have internet for 6 months without paying? This is a scam. We have called to talk about what is happening and they cannot find our account number. What on earth? After entering all of our information the customer service rep says that we upgraded on July 2 and have never paid the bill.

DO NOT USE this company. They are scamming people and falsifying records that state they have provided service when indeed they have not.

A little over a year ago I tried to get Century Link internet installed. They never installed the service.
Last week I received a collection letter wanting $150 for services never provided.
Their website keeps sending me to 404 page not found.
Their phone number never answers.
They never sent me a bill, they never provided service and they never delivered anything to me.
I cant get an answer when I call them. Their phone system will not let me through to billing.

Within the last couple I had to have my modem replaced, the replacement was a refurbished modem of a lower model. When I install the modem issues started when the modem did not active both signals (2.4G and 5G) for devices. Called customer support and the first tech stated modems can’t do that, but stated the previous modem did, as for customer care and they reached out to another tech who said it is suppose to work with both signals. Took quite a while but he was able to have my devices see both, but one device can only truly use 2.4g because of it’s age, plus the 5G light never lit up on modem. On 2/27/20 came home to daughter complaining the TV did not work. Looked at modem an lights look normal but no device could receive signal, power cycled the modem and devices started receiving signal. Left an hour later and returned signal gone again, again power cycled did not work, did a third power cycle while contacting customer service, by the time they did their line check modem was back up and they stated nothing was wrong, asked to speak to a supervisor and same story we will send a link to self troubleshoot. Start researching Revdex.com. Contact information modem went back out.

I contacted Citi Bank concerning my credit card. I spoke with a representative by the name of *** (Employee ID) who stated that he was a manager. I share with him that I have called several times each time that I called I was provided conflicting information. He began to state that I refused some terms and I told that was a lie I never did such things and he began to yell at me. I then began to yell back at him and asked for a someone higher than him. He stated that there was nobody above him.

I have tried reaching out to CenturyLink regarding my account to bring it current and due to the high price of monthly service and the Monopoly they run in my area ( myself and many other residents in gatesville are held hostage by them ) , I feel like I have to pay unfair costs and fees. I am trying to pay off my balance to 0 it out but they are asking for 343.90 to restore services. I have tried reasoning and asking them to allow me to pay a minimum of 200 to get it restored and then in another 2 weeks pay the rest off. I'm sure they have more than 100 customers and business clients that pay lots of money but yet can't work out a simple deal with me on this.

I received a final bill from CenturyLink and paid it over the course of two months. I then received a bill for an un-returned modem. I called and gave the representative the tracking number and he confirmed that it had been delivered and assured me I wouldn't get another bill. I received another bill for the alleged un-returned modem. I called back and spoke to the same agent and he placed me on hold multiple times while he tried to correct the charge. I was on hold 20 minutes and then he hung up on me claiming he couldn't hear me. I immediately dialed back and got he same representative and he said he couldn't fix that issue right now but then he transferred my call and I was on hold for another 30 minutes with NO answer before I hung up.

I moved to a new location on October 1, 2019, and called CenturyLink beforehand to let them know that I was going to be transferring my service over to my (then) roommate. They told me to ask my roommate to call in, and they would switch the internet over. I let my roommate what to do and know that they contacted CenturyLink to update the account. Maybe a month later (early Nov.), I get another bill from CenturyLink charging me for internet use beyond Oct.1. When I called to resolve the matter in early November, I was connected with a customer service representative who is based in Boise. He told me that somehow my roommate had opened up a new account for the same address instead of transferring over the service from my name, and that's why I was continuing to be billed for internet use. He told me that I needed to go get the router from my house and send it in and that they would back-bill my old roommate's account -- I was supposed to be cleared of all charges, or at least, that was the impression I was under, as long as I sent in the router. I went to my old house, obtained the router and sent it in to CenturyLink, and thought it was done with. In January, I received a notice via USPS mail saying that I owed CenturyLink $110 (I think... something around that). I called CenturyLink to ask why I owed that money -- I thought I had dealt with this already and didn't owe anything -- and the customer service representative notified me that somehow I owed money from August or September. I was not aware of this or why this was true, as I had paid my CenturyLink bills when I was still at my old location, and asked her for an email with details of the charges. She told me that she would "try to get an email approved" (something to that effect) and never sent me an email. At this point, I decided to take my complaint to the Revdex.com, but I was stopped by the notice that I should call CenturyLink and request a manager before doing so. So, I called again trying to get some information as to why I owe CenturyLink over $100 -- at this point, they were threatening to send my debt to a credit collector. After spending between 20-30 minutes simply trying to get a hold of someone -- the automated system repeatedly hung up on me, which was incredibly frustrating -- I told the customer service representative that I was going to put in a Revdex.com inquiry because of this ordeal. He told me that they would open an investigation into my claim, and someone would be in contact within 10 days. Over 10 days have passed, and I have never received any contact from CenturyLink regarding this matter. However, I did get a call yesterday from a collector. I'm very upset because a) the automatic answering system is impossible to navigate, and you either get to the same automated response every time ("So, you want to pay your bill?") or get hung up on; b) I am confused as to why I owe CenturyLink money -- different customer service reps tell me different things; c) CenturyLink refuses to contact me with details as to why I owe them money; d) now I have a very rude collector coming after me for money that I may or may not actually owe.

Centurylink came out to install service in my new house, the cord they have to run of the house to the telephone pole was supposed to be buried within so many days, it’s now way past that time I was given and they have not buried this cable, my children are playing in the yard and tripping and hurting themselves because if this mistake, I have called many times and keep getting put on hold and transferred back and forth.

I was promised 3mps dsl internet speed. Service was not as expected. Asked to cancel and return modem for only 10 minutes of use. Was told needing to pay bill in full. Advised I only had .12-.3 mps speed then losses service. Refused to cancel or refund account.

When I started service with Centurylink in July 2018, the tech ran the lines across my driveway, yard, and city sidewalk. I was told that someone would be out within a couple months to bury the line. I have called numerous times and have been told that tickets were created. One time a tech came out and sad he was just there to look at the line and to schedule a contractor to bury it. I showed the tech a section that was cut by a landscaper and spliced back together, he stated that it would be fixed when the contractor came out to bury the line since the service was still working. No contractor ever showed. I have contacted them multiple times since, just to be told they didn't see any tickets ever created for the account and to "rest assure" that a ticket was created and someone would be in contact with me.

I ordered service on the 17th of February they emailed me the confirmation that my service will be installed by the end of day on the 25 of February I called 10 minutes before closing they told me my order was placed today on the 25 of February and my service won’t be installed until the 28th of February very unprofessional I asked to speak with a manager the would not put them on the phone I wanted to cancel service of installation I have not received confirmation of Cancellation of service.

Here is a copy of the latest interaction we have had with CenturyLink. I feel like this sums up many of the problems we have with them. This is the latest in countless attempts at getting something other than a simple canned response from someone who is just paid to problem solve with bandaids rather than take actual action to fix the ridiculously frustrating situation we are in. I put out an inquiry on the "Nextdoor" app asking if surrounding neighbors have similar issues and the response was resounding!! Something must be done!!!
Along with getting this issue addressed and fixed, I would love to see some money paid back to me for the lack of service they have provided. I have been paying for frustration and little more, as it would seem.

Thank you for your time.
The email thread shows my husband's response at the top instead of the email originated from CenturyLink.

Philip ***
To:
CenturyLink Repair Team
Cc:
***

Tue, Feb 25 at 11:24 AM

OK, it's difficult to figure out what you're asking here. I've tried all the solutions you have proposed. I don't know anything about a technician coming out on the 28th. For example, what time will they be here? Do I need to be home? The problem lies with the equipment servicing this neighborhood. It is badly outdated and needs to be upgraded. Your company is apparently refusing to do that because we are a fairly small rural neighborhood. The service here is intolerable. We have little choice, but will certainly be looking into companies that provide satellite connection. It simply can't be slower or worse than what your company provides. It is almost impossible to work from home and there is constant interruption in watching anything on television. Simple tasks on a laptop take anywhere from twice to ten times longer than they do on a decent network connection. We have wasted many hours of our lives waiting for an email to download or uploading files and attachments or having the service interrupted at inopportune times. Plus your company has terrible customer service. You have to go through the exact same troubleshooting steps every time you call before you can actually talk to someone about what the actual problem is. I'm so fed up with Century Link and will never use this company again if given a choice if nothing is done about the slow service in my neighborhood. I know you are also receiving complaints from our neighbors because we've talked to them.

Philip ***

On Friday, February 21, 2020, 04:13:06 PM PST, CenturyLink Repair Team wrote:

for account ending in 9781

Regarding our conversation earlier.

Hello!

Thanks again for getting in touch. Here's the information I promised:

PHILIP ***

Rx Ticket Number: 134379777

Dispatch Ticket Number: VP669616

Upon reviewing an opendispatch for (02/28/20) it has been determined one of our technicians will notbe able to resolve your issue. Ourtechnicians are not certified network technicians and it is possible thisdispatch could incur a charge if there is no trouble found. There is noindication of anything happening regarding the connection between your modemand our network. Some further testing and/or troubleshooting may berequired.

What I recommend isdisconnect all devices and connect a single device via ethernet into yourCenturyLink modem. Once that has beenestablished, I recommend going to the following website to run a speed test. http://centurylink.com/speedtest. You should expect about 80% of the speed yousubscribed for. It is possible you mayget higher results, in some instances lines are optimized for a higher speed.

The following link addressesthe most common issues about wireless issues if your connecting via Wi-Fioverall:

http://www.centurylink.com/home/help/internet/wireless/troubleshooting-wifi.html...⇄ />
If still having wifi issues, you may want to consider getting our wifi extender. This link has more information about it and what it does: https://www.centurylink.com/home/help/internet/wireless/what-does-a-wifi-extende...⇄ />
Please call us at yourearliest convenience to cancel this dispatch and troubleshoot further ifnecessary. We are available 24 hours aday, 7 days a week.

Thank you for your time andbusiness,

Tre'

CenturyLink Repair

Hope it helps!

We appreciate your business and hope you continue to enjoy your CenturyLink services.

If you need additional assistance, just let us know.

Sincerely,

Your CenturyLink Repair Team

Normally I dont pay the comment section on facebook any mind but, literally every comment on anything this company posts it's an angry customer. Not one positive comment in the thousands posted, all customers being advertised speeds and only getting less than a quarter of what was advertised, being overbilled, given the run around with customer service, waiting DAYS for a tech to come out only to have them never show up or claim they did when they clearly haven't. Our story is literally the same as everyone elses... they charged us for one thing, took days to come hook it up, only to be told we will get 10 megs max(when it's less than 4 on average) having to deal with trash hardware that drops connection constantly and needs to be reset several times a day. How is this even legal?