Lumen Technologies

There have been 3 repair techs that have been scheduled to come out to fix internet issues I am having. According to their new guidelines, someone needs to be home from 8:30-4:30 during the day the repair tech is scheduled. The first repair tech never showed up. So had to call again and get another tech scheduled. The tech just came to check the box and assumed things were fine. I still had no internet. So had to call to schedule another tech to come out. The person I talked with had put it in the notes to make sure they came out to the house and to verify the internet was working. I rearranged my schedule to be home all day again! The tech was a no show and when I did some checking, the tech had cancelled the appt but never notified me because things looked okay on the computer. He never showed to verify that my internet was working. Now when I had to schedule for a 4th time, they are expecting me to sit home all day waiting for a tech to come from 8:30-4:30. I can't afford to be taking off that many days from work, just in case the tech does decide to show up. I tried to schedule a specific time frame (late afternoon) which would work with my work schedule, but they said no that I needed to be home all day waiting for the tech to come. This process has been ongoing for over 2 weeks and still has not been resolved. When you call Century Link you have to wait on hold for over 3+ hours every time!

I had canceled my service from centurylink in June as I no longer live in Idaho. They have proceeded to charge me every month thereafter. I have called each month and got a refund as well as a promise that the issue has been solved. As this is now the 4th month in a row I’ve had my account charged I realize they are never going to stop unless I escalate this issue.

After they didn’t show up for the scheduled install date of June 24, they rescheduled (after spending 1 hour on the phone to reschedule) finally ran the connection on July 1st. We were told the cable would be buried within the next couple weeks. After contacting them several times (again taking up to 1 hour on the phone), we have been given several different dates that it would be done. As of today, September 18 it hasn’t been done.

We currenlty have 2 wifi's at our house, so that a family of 4 can use 2 phone lines to each have 3MB (download) of data to work from home and go to school. Adding a 2nd line was a recommendation from CenturyLink. I now pay twice as much for a so called 21st century internet (dial up speeds) that a person a .5 mile to 1 mile away pays the same price for 10MB - 60MB. This speed is also this speed at its best when one person is on at a time and it's not being interferred with other uses outside our own line. We happen to be at the end of the line which makes it worse. During Covid, the CEO sent out an email that said he would take care of all of his customers, helping students being able to learn during this difficult time. I continued to reach out to CenturyLink trying to help us increase speeds, understand our circumstances, and resolve the issues more so during COVID. After filing a complaint with the Public Commission office, a CenturyLink representative reached out to me. She was very unprofessional and basically told me we were getting what we paid for. At the same time, I provided documentation of neighbors speeds and the fact that fiber was available 1/2 mile down the street. She stated she would look into it again. She never called me back. I continued to call to get an update but she would never answer. I did receive a message that I wasn't aware of until later, basically her telling me not to call back. After Hurricane Laura hit our area and knowing that our school was about to start back up virtually I reached out to her again to see if anything could be done. I explained in the voice message about being hit by hurricane Laura and my concerns for teaching from home and all of us being able to work from home. I also called the public commissions office again. Why am I paying double the price to have much 1/2 or 1/5 of a service than my neighbor has down the street? She called me back after filing the claim again and told me to stop calling. No compassion at all for what we were currently going through. So again, I am only asking for fairness here. I'm only asking for internet that I can connect with my students with live video sessions, upload videos or work, and have my own children be able to do the same on their computers. What do we have to do to increase our bandwidth or receive better service, comparable service that our neighbors have for more than 1/2 the cost. What kind of business does this? What kind of customer service tells you to stop calling you? What type of CEO states in an email that he is going to help but doesn't? How are students and families supposed to work from home and have reliable internet from a company that won't provide that.

We have internet and phones with Century Link business but the signal is so bad that we can't dial out half the time without the call disconnecting due to inactivity. And one of our cordless phones hasn't worked in over a year. Also, the internet is so slow in one room that the medical-biller has to bill from home. When we signed up for service, we stressed the need for a good speed without these problems so we paid more to get fiber optics. But the signal is bad. When we call with issues, Century Link tells us that the problems we are having can't be right, so they open up a repair ticket, but then they can't find anything wrong. One agent left me a message and I've called her twice but have not heard back. It sounds like they just want us to pay more for an even greater fiber optic speed. I just don't believe them, at this point. We told them we wouldn't mind the cost if they could get everything working. I just called and asked for a supervisor but I did not speak with one. I told the regular agent that I was filing a complaint if he would like to notify anyone, thinking he would get me a supervisor. But he did not. He was in the billing department, which is a whole other story. Very bizarre. So, we are filing this complaint today. Thank you.

Not only do we rarely even get 1 mbps, we can never seem to get it fixed, and we had months upon months where we were told that our bill would be comped because we had to call multiple times a month. We were not comped for those and have now had the internet shut off because we were lied to by the customer service agents.
On top of that, I had to drop some of my college classes after the drop time due to lack of working internet for days on end, so we lost thousands of dollars in tuition due to centurylink. I have 2 kids, animals, a house to run, land to tend to and I work full time, going elsewhere was not an option, nor should it have even been a need because we were paying for a non existent service. I have paid for the months that we have not had issues, but there is still over $500 sitting that we told would be comped.

I called to upgrade my internet. The lady indicated it would actually save me 5 dollars a month. My bill would go from 60 dollars a month to 55. She indicated I did not need any new equipment. The guy only had to come out and make a switch on the outside of my building.

Service representative called to confirm I had my new equipment. I told him I was specifically told I did not need anything new. He said I couldn’t get the upgrade unless I rented a modem and he did not know how much it cost.

I called and spoke with someone. They again assured me that I do not need new equipment, that they spoke with the tech and he was still coming out for my upgrade.

Later in the day, I checked my order online. It indicated a problem, so I called back again. This time the lady said I did need a modem otherwise I couldn’t upgrade. The cost was an added 15 dollars a month or I could spend 200 to purchase one.

I contacted Century link on 5/11 /2020 Regard my Business account *** and spoke to *** to remove my DSL service and put my account on Committmment or contract for 12 months to lower my bill. the confirmation # ***. and I was told that by doing this my bill will reduce.
I recieved the bill on June and noticed that nothing been done and my bill still high so I called on 7/8/2020 and spoke to *** and she told me that the account not on committment and she doens't understand why. I was on hold for a while then she came back and told me that she will fix it. I have a confirmation #*** and *** told me that my bill will lowered moving forward and I am on commitmment for 12 months.
I Recieved my bill and noticed a huge increase so I called customer service on 9/8/2020 and spoke to *** who couldn't understand why my rate is high and should be Rate locked due to my commitmment that I request so She sent a ticket #*** to *** . I sent an email as well to *** but no response. I called on 9/10/ 2020 to follow up if they have an answer so *** answered and told me to wait until someone contact me.
I recieved an email from *** denying my dispute and sending me a screen shot of my committment for 12 months which is %10 discount not fixed rate?????
Really Century link changed my contract without my permission and they think I will committ for 12 months with only %10 discount? That's not what I asked for and both ladies who helped confirmed that I a mon fixed Rate until my contract ends.
That's why I am writing to file a complaint that Century link changes people contract and Increase the bill illegal.
*** kept telling me that I have to pay 100 in termintion fee if I don't like it or If I nee to change my account terms.
Note: How many of us read between the lines of Century Link bill !! We assume when we are on hold for long time and requesting assistance with our account that its been done .

I have closed my account and returned all of the modems that were sent to me. They continue billing me and sending me threatening texts that they are going to charge me more if I don’t return my modems. I have spoken with several customer service representatives who say I am all paid up and my account is closed (I was even overcharged and paid a charge that should not have been billed to me) and they still continue to send me threatening texts that they are going to charge me a lot more for not returning modems that I have already returned. I was supposed to return 2 and I returned 3.
I feel harassed and that they will continue to falsely charge me and continue to take money from my credit card unless I change the card number. One service rep even said that I would be credited one month of service for all of the trouble they have caused me but they never credited me that amount.

We were moving because we bought a new home, which happen to close in my century billing cycle. My billing cycle is from the 11th to the 11th of each month. We requested century link to turn off our Service on the July 24th of July and they said No and that no matter what we have to pay for the billing cycle regardless if we are able to use the service or not. This is a form of money extortion, to have a customer pay for a service they cannot access. We have tried several times to get in contact with a supervisor, however they have never been available nor has a supervisor ever returned a call as promised.

I have been experiencing noise and static buzzing and humming in my telephone line for years. I have called Centruy Link numerous times on the problem and it still has not been resolved. I tried to do a chat with someone several times and the system keeps hanging up. The repairman who was supposed to come and fix the problem never showed up. Instead, he sent a text message in the afternoon on the day of the repiar and said he may not show up. At 8:00 PM at night I got a text saying that he had fixed the problem. He had not fixed it. It asked press and send a "1" if you are still experiencing problems or "2" if the matter is resolved and can be cancelled. I pressed "1". To this day, over 2 weeks later the problem still exist.
Century Link will not connect me with an engineer to discuss the problem. My Aunt 150 yards down the road is having the same problem for years. Wear are on what is called a "Legacy Line" from the original phone lines laid years ago before the internet. Even though new fiber optic lines run near the house, they will not connect us to them. Instead, we are on lines that have been in the ground for over 40 years and probably have been damaged, water logged and repaired so many times that they need to be replace.

I WAS LIED TO BY THE TECH WHO INSTALLED MY MODEM. HE TOLD ME HE COULD ONLY PUT THE MODEM IN THE MASTER BEDROOM. I WORK FROM HOME AND MY ROOM IS FAR FROM THE MASTER SO I KEEP GETTING BOOTED OFF OF THE INTERNET. I FOUND OUT TODAY THAT THE TECH COULD'VE PUT THAT MODEM ANYWHERE IN MY HOUSE. I WANT AN APPT FREE OF CHARGE TO SEND A TECH OUT TO MOVE THE MODEM TO WHERE I ASKED FOR IT TO BE PLACED WHEN THE SERVICE WAS INSTALLED. I DON'T WANT TO HEAR ANYTHING ABOUT YOU CAN'T SET AN APPT DUE TO COVID. THIS IS AN ESSENTIAL SERVICE AND I NEED IT TO CONTINUE TO WORK WITHOUT INTERRUPTIONS. PLEASE CONTACT ME ASAP FOR RESOLUTION. THANKS!

We called to disconnect our service over a week ago and they told us they would send an email with a return label to return their modem, which is leased. We never got the email! We also asked to be disconnected on 9/15/2020, which is the date we have paid thru on the bill. They actually disconnected us 2 days early on 9/13/2020. After almost 2 hours spent on the phone, being disconnected several times, talking to supervisors whom have no power to solve a problem, being sent to about 5 different departments, they finally agreed to give us a 2 day credit. We will see if we actually get this money back.
My issue today is since we never got the email with a return label for the equipment, I tried calling them to get an address to ship the equipment myself. There is no address online either. After another round of hang ups and long wait times I got to someone named *** and he told me that he only works on the west coast and could not help me because I'm on the east coast!!! What?????? He said I had to call back the same number I just called, which is ridiculous. But I have no other choice, so again I waited almost 48 minutes and got someone else that told me I could go online and print a label. Of course when I tried it online, it kept saying they can't find my account even though I've verified it with them. So, I asked the rep for an address so I could mail it via *** that I would pay for. She told me she can't give me an address!! I asked for her supervisor, and was told the same thing? Then I was told if I don't return the equipment within 30 days of cancelling, I will owe them $200.00!!! Give me an address to send it back to you and I will gladly send it back tomorrow!!!! They then told me they would mail out a return label to my home address and I asked if I don't get it in a few days, that is pushing the time frame of 30 days to return the equipment and they did not care at all. This is the worst company I've ever in my life had to deal with. We have waited almost 10 years to have competition in our area and thank god we finally have a new company and we can be RID of Century Link.

If I could give this company a minus star I would surely do so. They know their internet speeds are woefully lacking but won't do anything about it. Absolutely horrible service, unable to stream anything and internet stops and starts constantly. Very disgusted. Will be looking for another service.

I called a week prior to moving to have my services transferred, technician was no call no show. I called and them back and they claimed they didn’t have a service transfer order. I asked to cancel service. 8/15 I was billed for service, after being hung up on server am times And spending over an hour on the phone I spoke to a manager, ***. She haute tree my account was cancelled and issued a refund.
9/15 my bank account was billed again. talked to *** - 7:03am - 7:08am
He transferred me to billing
Call got disconnected
Called back 7:10AM ***, I told him
What I needed and the call went dead no answer. 7:13 AM DISCONNECTED CALL

Called back again 7:15AM presses 3 for billing. Talked ***, said shows not canceled shows service transfer. Advised her of my conversation with Manager ***, advised her I need my account closed and issued a refund. She said she needed to place me on hold while she completes my request.
Cancellation order# ***
Refund Confirmation# ***
When I asked why *** the Manager didn’t complete this, she said I don’t know. But you will receive an email confirmingtjr cancelation.

They are within my boundaries inside my propert and are rejecting to remove their 3 boxes because tehy dont care to be sue on court aparantly

Once every other week or, as often as weekly we experience a prolonged service disruption with both our phone and internet with CenturyLink. This is has been ongoing over the course of several YEARS. We have tried to get a representative to try and explain the reason for the outages and the best answer they have given me is that their local equipment is out of date and under-equipped to deal with their customer load. This is unacceptable business practice to recognize these shortcomings and have no intention to resolve them. This is a paid service for which we are not receiving the full service. We live in a rural area and own a business, so having no phone or internet is unacceptable on repeated occasions.

We lease internet equipment from CentryLink on al lifetime contract. That equipment and the ;lines connecting it to them were damaged by a lighting strike approximately a month ago resulting in the complete loss of our service. We contacted CentryLink and they sent us a new modem and it would not work. I spent approximate 4.5 hours on the phone waiting for and working with their tech who determined the modem they just sent was defective so he ordered a new one be sent. he told me a return label would be provided and we would receive a credit (we are on auto pay and pay in advance).

The new modem came and it would not work either. I spent about 3 more hours with them and requesting a service tech and was told it was another defective modem. Its NOT a defective modem. Its not probable to have (3) three defective modems. Our neighbors had a service tech come out and theirs was fixed in 3 days. The tech had to fix their line to get it to work. But for what ever reason we can not get a service tech to come out. At one point they said we were requesting an upgrade and would be billed accordingly meaning they did not want to honor the lifetime contract they gave us this past January.

We have spent many, many frustrating hours trying to work with them. They are NOT living up to the contract they signed with us for service and even though the techs all told us they would give us a credit for the time we did not have service they continue to charge us at full price and remove the money from my bank account.

When filling this complaint a page comes up requesting we contact CentryLink before filling the complain. I tried and was put right back into the same revolving system that refuses to do anything other than want to send another modem!
These fraudulent practices need to stop!

Once again our phone service is not working, it seems when it rains either the internet or phone service is degraded.Currently we have no phone service and will be 6 days before repair. This is unacceptable! Before making this complaint it was suggested we call first, I did, after 1.5 hrs on hold I decided to send the complaint!
Why wont this company fix the problem? We are not the only customers on this road to make this same complaint, because of intermittent cell service we must have a land line. Please help not get action, but FIX this issue.

Century Link had a rate increase in the middle of a pandemic and changed my service without me initiating the change. I have contacted Century Link to discuss the changes that they have made to my account including an increase in billing. Each time, I made a call to the business, I was put on hold and transferred to multiple representatives. Each time, I wasn’t given a chance to speak. I was only given an opportunity to express one of their prompts “billing”, “services” and then they would transfer my call and I would be left waiting without anyone ever coming back to address my concern. Each time, I was put on hold for over an hour and a half or longer. Eventually, I would need to hang up. This is a shoddy way to treat customers. In the past, for fear of repercussions, I felt I had to accept their changes and pay the additional charges and allow the billing to continue to increase. The fear stems from an issue years ago. In a similar issue they changed my account and I ended up having to pay an additional charge for a change that I did not initiate and additional charges they added to my statement. After, trying to contact them for days and hours waiting, Century Link assured me the service would be changed back. They would not and did not change it back, I am certain it was because the initial rate was at a much better rate and that offer was no longer available unless you were “grandfathered” with that offer. Which I was grandfathered, until their error and their change to the account. As a consumer, it is frustrating that in the middle of a pandemic; Century Link is one of three of my different monthly bills to have a rate increase or change services without my permission. You only have to read the reviews to know that Century Link does not care for, answer phone calls of or e-mail correspondence replying to the consumer. I do not want my complaint to the Revdex.com to cause Century Link to retaliate by adding charges and changing my account.