Lumen Technologies

I have been trying to get internet since the beginning of September 2019 with no success through CenturyLink. ***
I am continuously calling them to try and get service...
Sometimes when I call I get such rude people so I ask for a Supervisor and am told no and they(supervisor) can't help me and other made up mess.
I call, am given a time and date when the tech/repair person is to show, they do not come to my door, they drive off and I call to find out what is going on and am told that the service person noted that I was not at home. (I WAS)
I am told that I can service, then I am told that there is no room on the area for them to hook me in to, then cancel me!
I call, someone is supposed to come out, no one shows.
I call, another guy comes out and tells me he can hook me up only to come back a couple hours later to tell me I will have to pay 1700plus dollars for a new line, he will call the engineer and get back with me. I hear nothing else.
I call and the lady on the phone has no idea on the money the guy was talking about for she sees nothing on the record that she would have to hook me up with the tech/repair department. No one comes out.
I call, the next guy tells me he doesn't know what the other guy was talking about on that kind of money because there 'is' a box on the property to run a line to, but then he comes back and says he has to call the engineer. Nothing heard from them on this.
I call again, I am told that this is another business that has to come out to put the line and I will have to pay “them” not centurylink and I can not do it by phone I have to wait for their bill, put a check in it then send it to them and when they get it they will set me up an appointment,
The guys who come out have no idea what is going on at the office and when I call the office they have no idea who came, why they came or what they did.
I call and I call and still this is a disaster and I am sick of being pushed to others at the company who have nothing to tell me and push me on to someone else! … I just want internet.
EVERY single time I call I ASK to speak to a Supervisor and they REFUSE me, I even demand to speak to one and am told “no”.
Also, they are billing me for service that I do NOT have.
There is another that just moved out here that is also having trouble getting internet. He is frustrated as well.
My neighbor who does have service with them is having issues of not being able to keep the internet going, she works online and at least once a month the service goes out for a weekend up to more then a week. They keep sending her new boxes and the same thing keeps happening.
Is this what I have to look forward to?

I feel a lack of appreciation for customers as you take the same side as the employee.
I called today and cancelled the service for the following reasons:

The employee on the call today to assist in cancelling the account was not able to locate the "supposed" notes that employee Jamie *** said he would place in the account regarding my concerns and his lack of ability to assist to keep a customer. Indicating to me that he either was not truthful and didnt place the notes in the account or the current employee assisting me, had no access, which doesnt seem likely. And even if she was not able to see it, why? Wouldnt you want your terminating employees know the reasons why> Or do you just not care?

During my initial call last week, in order to upgrade, I found out that the current modem, that was purchased "less" than a year ago was no longer viable for the speeds being requested. WTF? How is it that a modem at a cost of $150 purchased less than a year ago is not able to handle faster speeds? Talk about taking advantage of customers. This alone was a huge negative mark on your company, as it shows you all dont know about being pro-active in advising customers for future proofing.

The fact you refuse to discuss in person the details and stick with email as the point of contact. This shows the your company doesnt care about customer feedback in a real sense and prefers to distance itself in all matters associated as well.

And finally, when on the phone, I was advised that I will not get a prorated bill. Why? I am cancelling today, thus, I whould get a prorated bill reflecting that. This is robbery and should not be condoned.

I will be filing a grievance with the Revdex.com as well, since this has been, by far, the worst customer service experience I have had in a very long time. And I am usually very understanding and accepting of many things, but this interaction needs to be addressed for many reasons.

I have been trying with no success since my mother died in September to not only pay my Centurylink bill, but to cancel the service. You see, I had the WiFi installed for her. I was never given a full account number, and every time I call their “Customer Service”, I feel as if I am talking to a brick wall. So today I decided to try to find a physical address so I get could beg for help. Yah, right! THERE ARE NONE!!! I TRIED TWO DIFFERENT ADDRESSES!!! I don’t know what to do. It’s bad enough that I have to deal with my mother’s death. Please help.

I have been attempting to cancel my account through CenturyLink. You can't disconnect online and must call to talk to a representative. I called and the automated system directed for a callback to proceed. When the call went straight to voicemail, I called back and waited to cancel. Once a representative answered, they require a second form of verification after asking for the last 4 digits of my social, in order to proceed. Since I did not have email access, they wouldn't proceed without that. No other options to verify and refused to cancel the service. Even after talking to the manager who told me that I choose to put the secondary verification on, which is absolutely not true. That was put on by CenturyLink when I called having service issues. I did not recognize the "hint" to the verification and so they told me they won't proceed with any other action.

I am not under any contract and just month to month billing requirements.
I told them to accept my formal decision to disconnect on 2/24/2020 after spending 40 minutes on the phone with them. I removed the autobill enrollment scheduled for 2/28/2020.

I closed my account with Century Link in December of 2018. I found out they sent me to collections in August of 2019. ALMOST A YEAR AFTER they had closed my account. They said it was for an un returned router which I did in fact return to them. After Months and months of asking them to remove this collection they marked it as paid instead of completely removing it from my credit report. I did not pay this collection so they inaccurately marked it as paid and they lied to me saying they will completely remove it. It was an error on their end of processing things and I was told it would be completely removed from my report. Well it is still on there just marked as paid. Me and my wife are trying to buy a house and I have been working with them since December of 2019 to get this removed because it is holding up the loan process.

Called on Saturday, 2/22/20 at 10AM to report we had no telephone service. Spoke to our neighbor that morning, and they also did not have telephone service. We live in a very rural area with very poor cell phone coverage, so a phone line is important. Centurylink stated that two people out of service does not constitute an "outage" and the best they could do was Tuesday, 2/25/20. We will be at over 72 hours of no phone service or 911 emergency service and we have young children at our house. I've explained this to them and they have done nothing to help us. I've called them before I wrote this complaint and they still stated the best is Tuesday, 2/25/20. I'm extremely frustrated and worried about what we should do in case of any kind of need for 911 emergency assistance.

This is thew only company in the area providing DSL and taking advantage by Repeated Connection Fails loss of wages due to inept service after repeated calls , emails, messages ,
Numerous Boxes Sent and then charged customer for boxes to solve issue - Issue not resolved
The MAIN line needs to be established and provided to this customer bot a secondary line
there are 2 other awaiting service requests here, being quoted ridiculous amounts of money to be provided service at this address
Century Company refuses to upgrade this customer and 2 awaiting customers with no service to main line connection
resulting in very very poor if any service at time causing this customer to have loss of wages due to being employed online.
After repeated requests this issue is not resolved after 1 yrs time. And the customer is had enough of being charged for terrible service and losing wages and no resolve from Centurylink.

Worst customer service ever. Promised discount from install tech and his supervisor due to a CenturyLink issue. I was too far from their switch box to get good service. Purchased 100 Mbps internet but could only get a max of 40 Mbps on Wifi and 50 Mbps on wired connection.
Never got the discount over 2 months. Customer service refused to provide discount and referred my to repair support.
When said I would be cancelling service they offered a $4 discount.
Told customer service that I wanted refund for modem that I purchased from them for $150. Not a problem they said and sent me the refund link.
No refund because it is beyond 30 days.
Cancelled service and never going back

On or about 02/11/20 I had internet issues with my Centurylink internet connection. I called CenturyLink support, the first person was in an overseas call center who could barely speak English and kept insisting there was no problem. After about an hour on the phone I asked to be transferred to a U.S. 2nd level support. I was. After troubleshooting with the US tech for 45mins - 1 hour he "determined" the issue was with my modem, which I own. I asked him if I could buy a Centurylink compatible modem locally and how hard would it be to replace the modem. He provided me instructions. I went, purchased a new modem and installed it, ALL myself. Worked and continues to work great. Yesterday, in the mail I got a Notification from Centurylink "Thanking me" for choosing Centurylink and a break down of my "New" services that I ordered. They apparently placed an order for service on 2/11/20 and have shipped me a modem! They have illegally created and fulfilled an order that I DID NOT PLACE and have sent a modem I will be charged for! I have tried calling Centurylink to address this and keep getting sent to different departments until I am eventually on hold forever.

We had a structure fire on our property on 12/1/19 which resulted in a partial power outage on the property effecting electrical service to the main telephone and internet area. I initially called CenturyLink Customer service on 1/22/20to move service to a different location on property that still has power and has a CenturyLink pylon located 50 feet from the building. I was given order # *** and told that a technician would be sent out by 1/27/20 for account # 303-952-144 805."Hi Bob,

Here is your order information to move the phone line, I picked the first available date.

Order: ***
I’ll send the proposal for the T1 in the next few minutes. I apologize for the delay.

Best Regards

Ben Stanly
Account Manager II
Office: ***

I was then contacted by CenturyLink

Senior Account Executive Coleman Jaeger on 1/27/20 and signed an online document Customer Name: Gold Lake Retreats Order #: *** Order Generation Date: 1/29/2020 12:57:08 PM Cutoff/Expiration Date: 3/14/2020 Currency: USD Opportunity ID#: 57025482 Page 1 of 4 CONFIDENTIAL © CenturyLink. All Rights Reserved. OFC Customer Information Account Information Prepared By Name: Gold Lake Retreats Primary Contact: Bob Dalton Primary Contact Phone: *** Primary Contact Email: *** Billing Contact: Bob Dalton Billing Contact Phone: *** Billing Contact Email: *** BPID: *** Billing Account: Billing Address: *** Contract ID#: New fLVLT (Internal Use Only) Name: Coleman Jaeger Phone: Email: *** Order Pricing Table Product Qty Service Address Service Details Service Attributes Term (Months) MRC NRC Waived NRC Core Connect Enterprise IA 1 3371 GOLD LAKE *** - Internet Standard 8x5 NBD CenturyLink (CLPA) 1.5M 1.5 Mbps 36 Months $239.00 $500.00 $500.00 1 Business Essentials - Standard Includes 20 Licenses 36 Months $0.00 $0.00 1 Analog VoIP 6 Lines 36 Months $30.00 $0.00 1 Hunt Group 36 Months $4.95 $10.00 $10.00 Local Access *** Special Access CenturyLink (CLPA) 1.5M 36 Months $140.00 $0.00 Service Sub Total: $413.95 $0.00

I have not been able to contact the "I have not been able to contact the Senior Inside Account Executive and resolve if the document has been correctly signed and when service will be restored to my business. This is a remote location and there is a safety concern

I had CenturyLink for almost a year (2019) and I asked for services to be transferred to my new location( Dec 2019) of residence. A technician came out to my home(new location) on December 24th to install services as I called in prior indicating I was having issues with the internet as it was not transferred as stated when I called into the internet repairs line. Per the Technicians visit he found an uncompleted work order for our building. The incomplete work consisted of wires not being properly hooked up for residents to get services. Yes, this is a new apartment complex therefore I was advised an Armor ticket would need to be created as the ticket was not completed when a previous technician came out to do the work. I have called CenturyLink NUMEROUS times to follow-up on this ticket with no update other than it would be completed by the first of February as it takes a month of more to complete the order. Here it is now February 21st 2020 and I still do not have service, I still have not heard back from ANYONE and I'm HIGHLY frustrated. During my times of communication I was billed and advised I needed to pay for the service before I could have services installed again. I asked how could I be billed for services I didn't have and the call was disconnected. In between my communications with CenturyLink my property manager has sent NUMEROUS emails to Tyler who handles their account for us to have service. The property owner has reached out and we still have NO SERVICE and no one willing to assist us. I am very upset and concerned about the business I am receiving from Centurylink at this time. Yes, I could clearly go to another carrier however I was locked in at an afforable rate and wanted to to keep the rate and business, however, its now 3 months and I'm completely at my wits with this situation, so I am now asking for assistance since I can't get it over the phone. 3 months of no service, uncompleted work, no returned calls/emails or technicians and a bill!

I've had internet and home phone for 18 years with this company. The services are slow and often have failures with a lot of static on the lines. Internet is extremely slow. I have tried to cancel my home phone due to spam and spoofed calls. They refuse to cancel my service without me giving them my cell number which I refuse to do.

I called customer service to request a cancellation of internet services on 02/17/2020 and was informed that I had missed the billing cycle ending a few days prior and that I would be charged for the next service period of Feb 16 - Mar 15 regardless as their policy is no pro-rating. That being the case, I requested cancellation at the end of the new period. My service was instead cancelled the next day on 02/18/2020. When I contacted customer service again on 02/19/2020, and 02/20/2020, I was informed that I was still liable for the service period bill of $65.48, but that they would not reconnect the service as requested. Expecting payment for a service that they refuse to provide is unreasonable. Mind you, this is apparently how they treat customers who have been with them for over 10 years without fail.

I called on 2/18 specifically requesting the Fiber Gigabit service for $65 for life, including a free modem and installation. My neighbor has this and lives ten houses away and loves it. I typed in my address on the website and it said "Great news, this service is available for your address. I tried to bundle my home phone and this service, but was unsuccessful because of porting an existing phone number, thus I called. I spoke to a sales person named Jerry. I told him my purpose for the phone call, and was very specific in what I was trying to accomplish. I had called about a month ago requesting information on this offer, and was told that I could port in my home phone number, and have the 1 GB fiber internet for $95 a month for life. This phone call was much different, unfortunately. I was told that it would be difficult to port over my current phone number, I was on hold approx 12 minutes as he "looked into it". After I was informed that we could port over the number, we started discussing the high speed fiber internet. He kept referring to Fiber, and I had specifically read to him the online advertisement that interested me (1 GB high speed fiber internet for $65 a month for life, free modem and install). He said I would be charged for installation and would have to lease a modem/router monthly, I referred to the online ad describing free modem and free installation. This went on for another ten to fifteen minutes and I was ready to cancel the order, however, he had already pulled my credit to see if we would need to put down a deposit. Since my credit was already pulled, and I wanted the 1 GB of high speed fiber internet, I proceeded instead of hanging up due to the poor customer service and a used car salesman approach to everything. He was not following through on the advertised promotion, and clearly wasn't listening to my wants and needs. He starts to read the disclosures and tells me that I will need to speak with a third party verification company, I agreed. The first disclosure he states that the internet we would be receiving would be up to 80 mbps. I stop him there and said I don't want speeds of 80 mbps, I restated the entire purpose of the call. I currently have speeds of 100 mbps from Spectrum, that doesn't work at all, and I'm calling to get the 1 GB of high speed Fiber as advertised. He then tells me that my address doesn't have access to the 1 GB speeds. I inform him that my neighbor ten houses away has it and loves it. I also inform him that Centurylink tore up my lawn placing the fiber optic through my yard and the entire neighborhood, so how is this possible I can't get the 1 GB? He goes on to try and explain how maybe the fiber won't reach my house, but maybe was placed down the street near my neighbors house. Hmmmm, ok, ridiculous. By now I've been on the phone with him for 35 mins. I'm unhappy, and feel that he has completely been wasting my time, and has been untruthful regarding the online promotion. He even tried to sell me on the router/modem combo that I had already told him that I had trouble with from Spectrum. A commission must have been involved because this person was more concerned about rushing my order through, then actually listening to what I had requested. Then it gets better: he talks me into 80 mbps through the fiber optic and because I'm so dissatisfied with Spectrum that I agree to move forward. He quickly transfers me to a third party verification company (never done this before and seemed weird). The lady introduces herself and starts to ask me questions to verify that the salesperson covered it, and that I had in fact agreed to it. Her fist question was, "Do you agree to freeze your long distance calling capabilities? I asked her to repeat the question, she does, and then I inform her that I have no earthly idea of what she is talking about and the topic was never discussed. She informs me that she has to disconnect the call and that my order cannot be verified. I ask her if she can transfer me back to CenturyLink so I can get this figured out, I've now been on the phone close to an hour. She says she can't and gives me the phone number to contact CenturyLink. I am beyond frustrated, and ask her why I'm being penalized for a salesperson not doing their job and informing me about any of this? She won't answer my question, then I ask if she works for CenturyLink, she won't even answer what company she's with and continues to tell me over and over to call CenturyLink back. So, now I'm punished and penalized for this persons dishonest behavior and extremely unprofessional business practices, and I've wasted an hour of my life I'll never get back. I've now received calls from CenturyLink to call and complete my order because it's pending and couldn't be authorized/verified. What a complete and horrible experience, this company not only misrepresented their online offer, but then tried to push through an order that wasn't performed in a professional or ethical manner. I'm extremely unhappy and feel as if this company has basically tried to commit fraud. Living in the central FL area, we have no other choices for home phone or internet services. It's two lousy and horrific services provided by companies that will say/do anything to sign you up. Absolutely awful.

I have been getting calls from Century Link for the past few weeks. I have requested numerous times to be removed from their calling list. I even took 30 minutes of my lunch time on Tuesday 02-18-2020 awaiting a supervisor after speaking to a rude agent about my request to not be solicited by phone. I talked to a supervisor she assured me my account was noted not to call in bold print on the front screen, as well as all boxes marked for no calls and yet what did I just get about 30 minutes ago ?? A call from century link comes from there *** number thanking me for my long term service and trying sell me more products and raise my internet service. Excuse me ??? I spent over 30 minutes just a few days ago and your still calling me during my work hours to sell me some products!!! The he had the nerve to question me as to why I didn't want to be called and how I should re consider what has happened to your customer service. Now here I am on hold again, with your company during my personal work hours to get something I thought I resolved a few days ago resolved again today!!! I am to the point of cancelling my service let along adding service. You can't respect a simple wish to not solicit me phone!!!! Now this is causing me frustration to the point of not wanting any services at all with your company after all these years.

Century link said they will charge my condominium long distance charges for me to use my cel# to let my guests in because my # is a *** area code instead of ***, *** or ***. So it would cost me approx 4 -5 dollars per month (3.5 -7.0 cents per minute plus state fees, etc.)to let my guests in maybe twice a month whereas this is a free service for all the other tenants. It takes about 5 seconds to let someone in. It took almost 2 hours to get this information and I was disconnected twice. Other phone companies I shared this with were appalled. Century link says I must change the # I've had for 27 years to avoid long distance charges to let my guests in! OUTRAGEOUS!!!

Alright so we have had a C1100T modem for around 5 years now and it started to die, we looked up online at centurylink to see what the latest modem was out since our lease on the modem was expired we wanted to get a new model with better specs, we get the model number C3000A which seems to be the best option, we call centurylink and we get a tech on the phone and I tell them we would like the buy the C3000A modem she checked to make sure it worked with our service and she said yes it does and said she was making the order and put me on hold, few moments later she came back said alright your C3000A modem is ordered and processing should be there in 2 days, fast forward we get the package and its the exact same modem we have now and its even refurbished not even new (C1100T), we called back and told them we ordered a C3000A modem and were told that wasn't possible as they did not have the choice to choose which modem we get, so I asked her why did this tech lie to me that I ordered and started a new lease for the C3000A modem only to be lied too and given a new lease for the old C1100T modem, got told the same thing over and over for 2 hours, and got hung up on after they gave us the website to send the modem back so we could get the lease removed from the bill, waited about 2 hours and I decided id call back again and see if I could get some one a bit higher up, I was able to talk to a case manager and told him every thing that happened and he also said we cannot choose what modem you get, you cant pick which modem its automatically decided by our system for your plan, and he said hold on i'll go ask some people higher than me, came back said alright I asked a few people all said the same thing but one gave me an email to the sales department and about 20mins later he told me alright I got it done sales is gunna over night you the C3000A modem via UPS and i'll call you back on tuesday when you get it to make sure you got what you wanted and it works, well its tuesday and we got the package, yet another refurbished C1100T modem, exact same modem, and no phone call as of yet

Called today (02/18/2020) to cancel service as of 02/26/2020 at that time I was informed that there will be no proration on my bill, service was from the 7th to the 7th. I asked to speak to a supervisor and Jiro came on the line. He was extremely unprofessional, condescending, impartial and laughing at the situation. I explained to him that they can not charge for services not rendered, I explained to him that there should be a $16 credit for the 9 days that I will not be using the service and he offered no apology just disregard and disconnected the call.

I switched from Comcast to Centurylink in December 2019. Upon porting the phone lines I was informed the voicemail would take another week, a breech of agreement made when initiating the service. This was a disaster for a two doctor medical office. we lost patients, had no ability to receive messages. Within a week there was another service failure that resulted in the loss of the entire voicemail system with all messages. At this point we decided we could not take the risk of continuing the service and switched back to Comcast and then notified Centurylink. I received a bill for $934.02 for this situation. I called and talked to billing via "Robert" who promised a manager and sent me an e mail. Nothing happened. I e mailed 5 times. Nothing. today I called again and after 45 minutes I contacted the billing department and was put on hold and then hung up on. It is clear that they do not intend to talk to m e about this. Help????

Junction box providing phone service to residence has been in severe disrepair for over two years creating quality of service issues for a hearing impaired individual. Rather than repair THEIR equipment they would rather engage in a lengthy process of delaying any responsiblility for THEIR equipment by requesting information about the account holder that they already have. They are not taking responsibility for the failure of their equipment and latest repairs consist of a plastic bag covering the problem instead of repairing the equipment. Payment is being made every month for service that can not be used.