Lumen Technologies

I recently moved and transferred services to my new location. I was promised a tech for the install 3 weeks in a row on Fridays. I am currently on my 4th week following up on the no show. Four weeks without phone or internet in my new home. All very lengthy calls and internet chats with treated with the utmost indifference. Still today, being given different excuses for incompetence.

Internet speeds were 15% of what was promised to us at sign up. When speaking to customer service representatives I was repeatedly transferred to the wrong departments as well as given incorrect information. Service as a whole seems like a sham, and services provided for cancellation seems meant to misdirect and confuse the consumer.

I called CL on behalf of my 93 year old mother. She had a Loyalty Discount on her bill that was expiring and I wanted to know if there was another discount available to keep her bill the same. CL said they no longer do discounts, but did have a Price For Life program that was $10 higher than she had been paying No other options were available so I said okay. CL said this came with higher speed internet . I said she doesn't need higher speed as she is not in a hurry and has all the time in the world. She also did not need call waiting, caller ID etc as she just had a basic phone. CL said that since the higher speed came with the deal at no charge she might as well have it and I said "fine". I reiterated that she didn't need it though.

They later came out to the house (not in the house) and did something and emailed me that service was complete. A few hours later my mother got a hold of me and said that her phone, internet and Life Alert button weren't working. I called CL and explained that whatever they had done that morning had made everything not work. CL agreed to send someone out to fix the problem within the next few hours. The technician came and did something with the modem (I believe) that took about 2 minutes according to y mom and then all worked.

Now a couple of weeks later, she got a statement, saying that her next bill would be $181.35! This included a $99 Standard Technician Install charge. I called Customer Service and he could not seem to understand that this was ridiculous.

A Change Order Confirmation letter dated 2-7-19 said her bill would be $96.13 and a Change Order confirmation letter dated 2-18-19 said her bill would be $181.35!

My wife and I had internet with centurylink for nine months, it was down atleast twenty plus days in that nine months. There service is ---- terrible and a waste of money.

If I could Centurylink zero stars, I would! I have struggled with them for months and months trying to resolve issues of poor internet service quality, failure of autopay, them never following through with promised bill credits, etc. I have never seen a company that wastes so much of your time sending you from one unhelpful phone representative to another unhelpful phone representative. Finally, switched back to a company that I am trust—***! Consumers be wary of ever having a good experience with Centurylink.

My parents are subscribers to CenturyLink's so-called WIFI and also phone service for many years. Lately, their so-called WIFI having signal issues (most frequently than unusual) and it frustrates me, it keeps going in-and-out a lot. Unfortunately, in my part of town, we don't have many choices with WIFI and we're stuck with CenturyLink, and this is frustrating. I'm tired of the WIFI going in-and-out and have to restart it more frequently, this is not normal. CenturyLink has a bad reputation, sad but true. The frustration must end permanently. CenturyLink is a joke.

It never ends with this company. They are the only provider in my small town that I have moved to and they absolutely prey upon this to offer poor customer service on both the phone lines and the technical side as well. Technicians do not show up on time (or in one case, at all) and the customer sevice representatives on the phone seem to be reading from a script. I can't believe they can treat people so poorly; they have monopolized the service in this town and they are terrible at follow through.

I recently moved and have no internet. I called Century Link Jan 23 and scheduled an appointment for the 30th to get my internet service. On that date the technician came out but informed me there had been a mistake and so I'd have to wait another week. As it turned out the soonest they could see me was February 15 (today). The window they gave me was 8AM to 5PM and so I was told that I would have to be home all day. Long story short they never came. Now they say they'll be out Monday and I should take another day off work and stay home all day. They never called. The only information I got was from when I called them. Century Link has demobstrated to me that they don't respect their customers in the least. They are what's wrong with business in America right now.

CenturyLink is a terrible, terrible business. Cancelling my service with them, which I only had for a few days, was a nightmare. I was promised internet speeds of up to 60 mbps; what I got was between 2 and 5. I switched to *** (whom I love!) shortly after realizing this gigantic gap in what I was paying for versus what I received. It took me nearly an hour to cancel because their "retention specialist" would not let me go, a practice I find fairly predatory. After I cancelled, they charged me for two modems when I only ever had one, and for internet service for two months AFTER I had already cancelled. Please do not ever sign up with CenturyLink. You WILL be let down, gouged, taken advantage of, and frustrated beyond your wildest dreams.

I have contacted century link to set up an internet service for more than 2 weeks I called more than 10 times because each time they say they confirmed setting up the service they never showed up and come up with different excuses, they run my credit card several times and at the end they send me a bill for a service they never provided. I kept calling the customer service and they kept transferring me from one location to another with no result.
They even last phone call after each person will apologize on the previous experience, they said they will give $30 credit and this did not even happen.
Century link are abusing customers because they know that at the location I am at they are the only internet providers.

They took $400.00 for a drop line and 4 weeks later I haven't received a phone call or any time line for when this instillation will happen. Every time I call I am told to wait 48 hours for someone to contact me. Its been 4 weeks how can they legally hold my money with out service rendered.

I have attempted to contact Century Link via the chat application as requested. I was told via customer service number they could not assist me. I have tried to take advantage of an unsolicited offer generated by their company. It is frustrating that I am unable to converse with them in the manner they requested.

I have repeatedly asked Centrylink to provide a full audit on my bill. they provided bundling with Direct TV and took the lead in billing and payments. When notified several times of changes on the Direct TV side due to failed protections concerning my disabled child and inappropriate viewing and charging. Direct Tv made changes on there side but was not reflected on Centrylinks side who was doing the billing and payments for both. I would make partial payments requesting them to fix charges. Bill got astronomically high, then they temporary suspened service yet charged full amount, while refusing to contact their partner Direct TV to provide accurate billing. They refused to take away the 2 months of full charges when they suspended the account, even though service were not rendered. They call and repeatly bully me stating it is on me and Direct TV per the contract. I tell them no you are the one that is billing for both services and I as the paying customer have the right to accurate billing. Don't partner with someone and take the lead in billing if your not willing to make changes when issues and notification is given. I am not disputing that I owe them money. I am disputing the amount and I am asking for a full audit so I know I am being billed correctly and fairly. They sent me a letter threating collections yet still refuse my request.

It’s been a nightmare. I never received a modem from you. I bought a used one on Facebook because yours never showed up. I was charged to send the modem and then fees every month for it. I don’t have it! Then you guys have all the wrong information. Wrong email, I think they may have finally fixed the number. I have never even gotten a bill from you, yet you charge late pays and reconnection fees because the payments I make aren’t the full balance. How am I supposed to know what to pay when I never get anything. I bring it up every time I contact you and nothing ever gets fixed. It’s not fair that I am charged these fees when I am reaching out and you won’t fix the problem. Techs have also come out several times because I am not getting the speed and say there aren’t enough pairs. If I am paying I should get what I pay for.

CenturyLink the absolute worst customer service I have ever experienced at any business. I ordered home phone for my dad, who lives in a sparsely populated rural area, and therefore has an unreliable cell phone signal. I ordered the installation of two phone jacks. I was charged for both, but the tech did not install the second one at all. The phone reception is poor, and I have been trying to get a service appointment scheduled for nearly two weeks. When I call customer service, I wait on hold for 15 minutes at a time, only to be told that I must be transferred to a different department again and again and AGAIN. Today, I was bounced around between customer service and technical support no less than SIX times on a single call, for a total one hour—the equivalent of my entire lunch break at work. The service here is atrocious, but because this company is the only game in town, they seem to take advantage of that fact by failing to provide a quality product and competent customer care. I posted a complaint on the Consumer Affairs website (reviewers there have the same negative experiences to share), and a CenturyLink rep reached out offering to asssist me in resolving the matter. I chose to engage with this person ONLY because I was desperate to get my father’s phone installed and in working order. However, their “resolution” reps are as incompetent and the original customer service reps. This person made tons of promises to me, yet never followed up in any meaningful way. Just offered endless lip service and feigned empathy, with no real action. If you have any other options in your area, please do NOT choose this company.

On 9/24/2018 I cancelled my service with CenturyLink account number after they left me hanging when I was scheduled to move and transfer service over to my new location. Because of storms they decided to push back their scheduled appointments to send crews to help out with power outages. Which is all well and good, given you CONTACT the consumer and let them know there has been a change in plans. So they don't lose a days pay or are inconvenienced when they ALREADY had an appointment set up. They advised I would be refunded for the recent payment I had sent and closed the account. After several months of contacts and trying to get my refund I was contacted by someone in Customer Escalations Dept claiming a check was mailed in the beginning of January, and should be received within 7 to 10 days. It is now February 8th and I have still NOT received my refund. I have tried contacting their Customer Escalations and even their Corporate Headquarters leaves you on hold forever and does not return your phone calls. What do I need to do to get this resolved'??'? I pity the poor fools who sign up for service with this company!
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I have had Century Link services for over 2 years and decided to cancel my Prism television service and keep only internet. After the change, I didn't receive any information as to how to return the equipment via phone or in writing. I received a bill in the mail for what I though was my internet and had an exorbent charge on there for over $876.63. I phoned Century Link and explained that I was not sent any information as to how to return the boxes and the stores had shut down in Naples, Fl. He checked my acount and said somehow on their end it was not processed to send out the box. However he would get it taken care of. I then received the box and sent back the equipment in the using the UPS Prepaid label provided by Century Link.

Two weeks transpired and I phoned Century Link to confirm they received the equipment and spoke to Chris in Customer Service. He researched it and stated it was received and they were in the process of handling everything on their end and would issue credit. He reiterated "I had nothing to worry about". Tracking number confirmed on my end as well it was received by Century LInk. UPS tracking number *** I then got a bill in the mail dated February 2, 2019 with the equipment charges on it again totalling $876.63. I attempted to phone the number on the bill and was in "phone hell" I kept getting passed back and forth to different represenatives both in the Phillapines overseas and then back here in the states when I requested to speak with someone locally. I was on the phone for over an hour ( I have record) and nothing got accomplished. Each person just kept passing me along to the next reprsenative whom I had to keep repeating my information over and over again. I was told ONLY A SUPERVISOR COULD REMOVE THE CHARGE. I am demanding someone contact me right away to reseolve this. I have experienced so much frustration, aggravation and hours of my time...here I am again wasting more time having to file a complain. I called the same number on the Revdex.com site to try and ASK FOR A SUPERVISOR but again, the automated wouldn't understand SUPERVISOR AND THEN I GOT TRANSFEERED AGAIN TO PHILLAPINES!

WOW what a disgrace for Loyalty Customer Service. Was quoted a new plan and monthly price with an Order number on 2-1-19. Then first statement comes and there is a different plan, not the one quoted to me by an associate. Called back to have this fixed and they will now NOT honor the price of plan originally quoted/ordered over the phone!!!
That was not my mistake! If one of their associates misquoted they should apologize and stand behind the quote for good customer service. Manager was was rude with her tone and constantly saying there is nothing she can do! So sad not to be accommodating at all to a LONG time customer.
Will be looking for another phone/internet company.

I live in Mississippi where landline phone providers are limited. CenturyLink (formerly CenturyTel) has been our provider for the 22 years I have lived here. Within the past two years I have had multiple issues with HORRIBLE customer service including tech visit schedules, phone line service and internet service. In 2018 I was promised an upgrade in internet speed and scheduled a visit from a tech. This had to be requested 4 times and each time I had to take off work to meet the tech, and a tech NEVER showed up. I was finally told, after TEN phone calls that the location of my residence was not eligible for the upgrade. In the past three months (Dec 2018-Feb 2018) our services (phone and internet) have been out twice, each time for a week. The phone number listed on their site for landline phone support provides you with a faulty voice mail system that will only take you to the internet help desk. No matter how many times we call to complain, it always takes at least a week for a technician to show up and fix the issues. This is the worst customer service and company that I have ever had to work with. I do not recommend this company this company for phone service if there is any other choice available to you.

I was a customer of Centurylink for several years. Always paid my bill on time. They were always rasing their rates, So finally on 1/31/19 I canceled my prizm which was $183.00 a month,which I thought was really high for what channels I had. the day I canceled my prism they turned it off. I spoke with a customer service person named Jennifer and asked her what I should pay on the next bill,she told me to pay the $85 42 just for my phone an intern et. This was the bill for January. But the billwas for $268.68, so I paid the $85.42like I was told by their customer service person. Now on 2/11/19 Iget another bill for $232.00 for something thatI had canceled. Spoke with 4 different customer sercive reps. and they said if I did not pay the full amount that there would late fees added this for something that I had canceled, I spoke with a superviser and he said that the bill was from 12/24/18 until 1/4/19 even though I canceled the prism on the 12/31/18 it took 4 days to get it cancel bu they shut it off on the 12/31/19. I was on the phone for 1 hour and 10 mins. to be told to pay that bill. I am getting charged $142.00 for 11 days of service I think that is terrible. When ever you call their customer sercive dept. you will get different anwers depending on who you speak to. Don't waste your time with Centurylink because they will ripe you off.