Lumen Technologies

I've been a customer for over 4 years and during that time I have had serious issues getting the internet connection that I am paying for and when contacting Centurylink they schedule appointments to take care of the problems and then NEVER show up. At the beginning I tried to resolve issues, but tech himself told me that they will NEVER again come to my home, because they just cannot fix the problem. 2.5 weeks ago a storm knocked out my internet completely and since then I have had 3 appointments and they never show! I have been told that in their database there was a note to NEVER go into my house again, and sure enough; they didn't. I'm disabled and home bound, internet is my lifeline. But Centurylink couldn't care less. All I want them to do is what I am paying them for; provide internet! And also pay my hotspot bill which is becoming very expensive.

I have been dealing with an ongoing problem. I call & get the same response from a representative. They make a ticket, I stay home & miss important events so that I will be here when a technician arrives. Technician does not arrive, I call & they say they have no record of the appointment. They then tell me that it is up to an outside contractor to fix my problem. The cable that is laying on top of the ground is interfering with my neighbor's property & is in danger of being cut with lawn mowers. This all started last winter.

CenturyLink operates as a regional monopoly as they do not have to compete for my business. That means without competition and oversight, they do what monopolies do, focus on profits by avoiding improvements to their services and abusing customers through fraudulent sales and pricing activities.

A few years ago I had 10Mbps internet service and a really nice CenturyLink rep called me to see if I wanted to reduce my internet costs by $20 (or something like that). I asked what the catch was because companies generally don't call customers to offer lower prices, especially monopolies. "No catch, you've been a good long time customer and we want to reduce your bill". So I agreed and then a week or two later, I noticed my internet speed dropped to about 5Mbps.

Then there's their billing practices. I took three courses in calculus and one in differential equations and I cannot understand their bills...so many extra fees. If you look, they are being sued by states due to their questionable billing, poor service, and overall fraudulent practices. It's time for the government to step in and regulate this industry again.

Contacted Century Link after purchasing new phone system to correct a problem as my answering system would not work; Century Link informed me that my answering service would need to be enabled through Century Link-- a simple solution. Within a few days, I received a revised billing statement informing me my monthly costs would increase to an amount almost triple my usual monthly bill. I called Century Link where the representative (Daniel) told me it was a "System Error". I asked for a revised statement and was told that was not possible. I asked to speak to a Supervisor and was placed on hold. After a few minutes, Century Link simply hung up on me

They have made charges on our account for services we haven't received. They sent us a modem without us asking for one and then charged us for it, and when I asked for a refund of the fee that they charged, they told me that they didn't know what I was talking about and acted like they never charged me even though it was on my bill. We sent it back when we realized what it was. CenturyLink has the worst customer service and the supervisors are worse. She yelled at my fiance on the phone and refused to fix their mistake. I would not believe that any business would be run this way, but we experienced this a few hours ago.

I removed my land line from my centurylink account. Since then the billing has continuously been incorrect. I am only billed for internet (I have both internet and TV) and I have called numerous times to reconcile. My statement shows I have a -520.63 credit. However, when I login it shows I owe $399.50. Last month I called in and the finance department stated I had a credit (same issue, my statement showed I didn't owe money but the online portal stated I had a balance so I made an electronic payment of what I thought I owed). I've received letters from centurylink stating I have a balance, which wasn't a bill but a sheet of paper that asked to pay or they would contact a collection agency. I have been a customer for years and always pay my bill in full (never any issues). Their system is not working properly, so I'm getting bills that state I have a credit, when I don't. And I have no idea what the account balance that is online is for (I'm sure it is for TV, but I can't get a bill).

Canceled my service in early February and was billed for the amount of $128.10 later that month. I was promised a refund check for that amount on March 4, 2019, but as of June 21, 2019 that check was never been issued as per a phone call to CenturyLink on that aforementioned date. After more than an hour and 9 transfers between a multitude of departments, the issue has still yet to be resolved.

Internet went out June 15th will not fix it until June 24th or later. Said they are backed up. Offered to adjust my bill a little bit.

On May 31, 2019 our internet service began to go in and out. We had intermittent service until June 17, 2019 when we came into the office to find the internet was completely out. It has been completely out since then (it is not June 18, 2019). I have contacted CenturyLink multiple times in the last two weeks and have received excuses and resolution dates that continue to get pushed further out. CenturyLink is the only ISP in our area and we also have poor cell signal so we are unable to get backup internet. It is interfering with our ability to process our payroll taxes and we will be penalized for it.

My husband died and I no longer needed the Century link service since the phone never worked properly and he used the computer. I am 87 years old so my son called century link 4 times to cancel and they wouldn't help him. My daughter called later and finally someone helped her but she also tried 3 times. Each time they give a different story. You need to go in his email (he died we have no access) but it is in my name the account. Next time they said reset password online but online said to call. Next time was you need account number which they didn't tell us was the phone number. All in all they were unhelpful and since the daughter and son were limited in time the service stayed on longer about 2 weeks. My son lives out of state and visited. I think they don't want to let you cancel service.

I signed up for CenturyLink's 1GB service online, to be installed on 6/11/19, thinking I could save money by switching from ***, but I was wrong! Over the course of three days, the CenturyLink installer (who was very nice, polite, and professional) tried to get my service up and running but was unsuccessful. He strung a new line from the nearest telephone pole to my house, tried installing several different fiber optic cable strands, tried several different modems, and kept driving two blocks down to the nearest junction box and back to get my service working, but nothing happened on CenturyLink's end.
On the 3rd day, he finally gave up because he'd done all he could, and told us his supervisor would call us the next day to schedule having him come out to check out installation problems out. The next day came and went and we never heard from him.
Each time I called CenturyLink's customer service numbers or tried their online customer service chat, no one could tell me what was going on or when a supervisor could come out. One rep told me I had to wait till after 5pm on Thursday 6/13/19 for my service to work while their installation tech was at my house working his butt off trying to get the service to work, and he had no idea why the phone CSR would tell me to wait till 5pm. It didn't matter, it still didn't work after 5pm.
Reaching out to CenturyLink on social media (Facebook & Twitter) got no results either. Just more promises that someone would call me back to get a supervisor out to to my home to get my service up and running. That call never came.
I finally just got fed up and cancelled the whole thing on Friday afternoon after waiting from a call back to schedule a supervisor to come out. I contact customer service again and was told someone wouldn't be out until sometime the following week! I told them to cancel everything, then I renewed my yearly contract with ***.
I have never had such a hard time giving someone my business! The installation rep CenturyLink sent out was very nice, professional, and apologetic he couldn't get my service up and running. He worked his butt off trying,;' the sad thing is is that he gets paid by the number of jobs he completes, so he didn't get paid for spending hours per day at my home over the course of three days! Talk about unfair labor practices!
The telephone and online chat CSRs sucked! None of them knew what was going on with my situation and would keep transferring me from one department to another and back again. Stay away from CenturyLink if at all possible!

I set up on line payments on May 8th and my payment went through just fine. The next payment was due on May 28th, on June 5th I get a notice from Century Link stating that my bank returned my payment as unpaid. I called my bank and they tell me that nothing was returned or rejected that there wasn't request for payment from Century Link. I was charged $30.00. Cindy at *** told me that 3 others have complained about the very same problem.

I order service and received notification that the tech would arrive between 8am and 12pm on June 6th and that I should allow an additional 6 hours for installation. However the following day an email was issued to my spam account from an Ecom falllout address that stating an date for the June 7th. I was only made aware of the email after contacting century link about a missed appointment. Rather address the problem I was argued with about the meaning of the original email and told no adjustment could be made and my schedule install was whAt it is. I then notified the person that I could assure I would be home for an additional 10 hours block to miss work and if there was a method of contacting the tech to inquire about time but received snark comments rather than resolve. The following day the tech called while I was away as I told century link staff I would and after talking to the tech for several minutes I was told he received had already received a new work order and there wasn’t any possibility of adjusting. Upon calling back in it turns the tech lied in his notes and further more there wasn’t anything that could be done and I was basically pushed to the back of the line.

I then reached out to this century link complaints office that is suggested to contact in cases of grievances and provided them with the original email information and was told I would be contacted after the message was escalated but nothing happened.

I am the Office Manager at *** we moved to a new store with more space in March, we chose to close our account with *** and go with Century Link. It has been nothing but a nightmare since the day I called and set up an account with them on February 28th,2019. They never ported our fax number over that we have had for years which is something I expressed to them on numerous occasions that we needed our fax and main phone number ported over. It took them over 2 months to get our phones hooked up, and now we lost our fax number due to them not ever porting that over when they did our main phone number and we have no way to send or receive faxes and that is completely unacceptable. They have changed our plan two or three different times. It's always something different everytime I had to speak to someone. Christopher *** is the one that was supposed to take care of everything and never did. There was another lady by the name of Jasmine that told me I should just reconnect with ***. Christopher *** said that they were going to be sending us a $300 visa gift card for all the mess they caused and never did. Nothing is professional or consistent with that company. I am beyond disgusted with Century Link I would never recommend them to anyone. My boss counted on me to set everything up and now I look like an it because I thought after expressing to CenturyLink everything that we needed they were gonna do as they said they were and they have yet to hold up to anything that they said they were going to.

The technician came out and set up my service and apparently didn’t switch the status of my service from “pending” and century link allowed an unauthorized personnel to access and cancel my account without my knowledge or without notifying me via email. I was transferred through multiple departments of customer service and received no assistance pertaining to my inquiries. I’m mostly upset that they canceled my account without my knowledge when they took out autopay from my bank account just last month. And now they say My bill was not paid and that’s why my account was canceled when they have my card on file !

Horrible provider!! There are constant internet issues and I've had to take more days off to wait for their technicians than I have holidays in a year.

They constantly have issues and never resolve anything. They keep coming, making some kind of temporary fix and then the next month the same thing happens.

Use some other provider. In the long run you'll save money by not waiting for their technicians.

This is the worst company I have ever dealt with. My service constantly went out and they never fixed it when they said they would. They do not hold themselves accountable at all. When the technicians finally arrived, they always complained about the appointments being made for unrealistic times. The only reason I dealt with them for a couple of years is because they were the only internet company in my area at the time. As soon as another company laid cable and was available we switched and turned off my service with them. This was over a year + ago. I just moved into my new home a month ago and a bill collector calls me today stating I owe them almost 300 dollars. They claimed they,didn't have a good address for me. Really?? No contact for over a year but I lived at the same address and have the same number... I will be contesting this for sure! Do not deal with these people, horrible!!! If I could leave a minus of stars, I would!!

On Feb 7, 2019 I cancelled my CenturyLink services (phone, internet and Dish Network). My service was disconnected and I received an email to confirm that it had been disconnected. However, instead of receiving an invoice for service from Feb. 4 to Feb. 7, I received an invoice for $190.31 covering Feb. 4 thru Mar 4. I immediately called C/L and the woman I spoke with saw that while my service was cancelled, the billing for the next month was still active and I was overbilled. She told me that she would take care of the problem and I would be receiving a new revised invoice for the 4 or 5 days that I should be billed for. As of today, I am still receiving invoices for the $190.31. I have made so many calls I can't even remember. I also sent detailed information to two of the C/L locations, since I get mail from both Charlotte, NC and Monroe, LA. I get no response to my letters. When I call I get told that someone will correct the problem, but at this time I am still getting invoices for $190.31. I think this is hurting my credit rating and I want this to stop. I even wrote in my last letter to them, that I will pay the remaining balance as soon as I get a corrected invoice. But still, nothing happens.

I have have received internet and cable services from this company for over 2 years, during which time my monthly bill was always around 86.00 to 90.00. In March/April of this year (2019), by bill more than doubled to around $240.00 per month. I was never notified that my bill would increase to this astronomical amount. I did not request to have my services changed, upgraded, downgraded, etc., so this change was completely unexpected and shocking.
I phoned their customer service area multiple times and even reached out for assistance through their online customer service area to no avail. No one has been able to help me or even provide me with a valid explanation for this huge increase. Each time I contacted customer services, I was met with apathy, incompetence, evasiveness, and rudeness--multiple agents and one supervisor abruptly disconnected my calls because they did not want to help me.

CenturyLink charges the following fees when disconnecting the service for internet and those charges appear to be selective and unfunded.
I did called on May 29/ 2019 and cancelled the service for internet at home. I was told the service will be charged for another 15 days since that was the cut off day.
1- disconnection of service fee: 12.99
2- despite cancelling service on May 29, this company charged for the service for 15 days after that date, June 13/2019.
3-despite asking for a supervisor to discussed the issue, the employees just hang up or agree with the cancelation and later send the bill for the charges.