Lumen Technologies

Centurylink’s internet service has been down since 3am this morning and all attempts to contact to find out why it is down have failed. You can’t get a hold of any rep. I waited ont the phone for almost an hour and no one answered. I work out of my home and with the service down, I am at a standstill. I want to be compensated for this I convince and their lack of answering calls to speak with a paying customer.

I was a customer a Century Link customer before. I wanted to start a new service and the customer service representative connected me to the credit department and the woman put in an incorrect spelling of my name, incorrect social security number, and incorrect birthday. This started a chain of events making me unable to get service because they couldn't verify my identity. I was on the phone for 2 hours trying to get things fix and the service turned on. I was finally told that my identity had been stolen. I have Credit Karma as well as other credit bureau sites and I monitor my credit daily. They blatantly lied to me. I now have to give my service to their competition because they will not provide me service.

I spoke with a rep in chat for nearly two hours trying to figure out the best options for my potential internet needs, was disconnected twice in chat, and finally gave up. I found out days later when a tech arrived at my home that they had pushed the order through without my consent and scheduled installation at my home. I informed the tech I never consented to the installation or order and was told I would need to contact customer service. I contact customer service and they cannot find my order, but then they do find it and they can't cancel it because it has to go through some special program...blah blah blah. It took me several hours to handle the cancelation for an order that I never even placed! Do yourself a favor and don't bother with this company, they obviously outsource their sales department to a bunch of fools that have zero clue what they're doing. It should be a zero star review, but I can't list it that low!

The company is far more pathetic than sympathetic. I called as a new customer to get internet service and paid the due amount. Never got around to a technician mept getting passed around was placed on hold numerous of times. In the process of getting my refund I was given diffent information continously and asked for 2 supervisors who were rude and nn informative. Kept repeating the same thing over and over and was rushing me off the phone.

Worst company I've ever had to deal with. They don't spend a dime to upgrade their infrastructure. We are all stuck with internet from 1999. Centurylink is the pits.

I had asked to upgrade my internet. I found out that Centurylink set up 2 accounts that I am paying for even though I am only receiving internet service for 1 household. When I called, they confirmed that I do have 2 accounts. However, they would not be able to assist me in resolving this issue. They sent me to a "Resolutions group" who could not assist me because I could not provide them an authorization code that I must have set up 10 years ago. They said they sent this to my email address that they had on file which again is the one that I had when I set up the code. It is no longer valid. They would not send the code to my email address that I currently have on their account.
I am paying for 2 services even though I only have 1 house and can only use 1 service.

Bad service. Put our Internet service with CenturyLink on vacation in Naples, FL. When I called to take it off vacation was told needed to update our modem. Told they would send a new modem. Told had the same connections as the old modem and just needed to attach cables same as the old and return the old. Asked if there was anything I needed to do to activate. Told no, it would be automatically activated. Followed instructions. Condo is a rental. We headed back home to Pennsylvania. Our condo guests called to advise that they could connect to modem, but had no Internet service. Was too late to call customer service, so I used their chat. After 1 hr., and 33 minutes, I got no resolve except that they could send a technician in a couple days. Our guests needed Internet for business. I don't consider this an acceptable level of service to restore Internet service that I was told via the chat that was properly paid for on our account.

I called Century Link to have them lower the price on my bill because I was paying for internet speed that is not even available in my area. The first call was in September and my bill was going to be reduced from an average of ~$78/mo. to about ~$64/mo. for a period of one year for internet and home phone. When I received my next bill it was not reduced, but was ~$20 more and had additional charges that I have never had before. I called and was told by the Loyalty and Retention Department that it would be corrected the next month. It was still not correct. I called again and explained that I was not going to pay my bill until it was corrected to the amount I was told it would be. They proceeded to again ask questions and waste their time and mine. I asked them to correct the bill, send me the corrected amount I was told I would be billed, and then I would pay the bill. Again...it was incorrect! My last call was Dec. 10th, spoke to a Roxanne. She seemed the most confident in being able to correct the bill and assist me. She gave me my corrected bill total, which I then paid online, and now I am receiving emails that by bill is past due. Upon viewing my bill online, it is still incorrect. This company has a service department that promises one thing over the phone and bills
another amount different than what was quoted. I have spent upwards of 4 hours dealing with this and am need of assistance to have this company stand behind what their employees quote.
Product_Or_Service: internet/home phone

I ended my service with CenturyLink when I moved. They told me at the time they would send boxes and shipping labels to send back my equipment (DVR, set-top boxes, router, modem, remotes, etc.) - they would NOT let me turn them in to the CenturyLink store just a couple miles away. Three weeks later, no boxes and I'm billed over $400 for the equipment. I call to complain and they finally send me the boxes.

I pack everything up and next business day I take them to the UPS store to be shipped. Three weeks later, I get another notification that I'm still being billed over $400 for having not sent them my equipment. I call and, even though the shipment was done on their account and they provided label and tracking number, CenturyLink will not provide me the tracking number nor will they contact UPS, saying all that was my responsibility.

So off I go to the UPS store to find out what happened to the package. Turns out, UPS tried to deliver it twice and both times CenturyLink would not accept delivery. Now, 18 days after the second denied deliver, the package is considered lost and, even though UPS has opened an investigation, CenturyLink is holding me liable for them not receiving their gear. I need to pay the $400 and then if UPS' investigation is adjudicated in my favor, I may be entitled to having that money returned.

As for my opinion on why this is happening:

CenturyLink is doing away with Prism and converting to DirectTV which means that their old Prism equipment, the type of equipment I tried to return, no longer has value to them - UNLESS they can find a way to charge customers for not returning the equipment (LIKE REFUSING DELIVERY WHEN YOU TRY TO RETURN IT TO THEM!).

This is a billing issue. I was receiving my Verizon Wireless bill from Century Link. On September 11, I was on a 3way call with Alberta from Verizon and a CL Rep to change my billing arrangement so I would no longer receive by Verizon bill from Century Link and get billed directly from Verizon. The CL Rep said the change was processed and the effective billing date would be 8-29-2018. I correctly received my first bill directly from Verizon Wireless in advance for the period of 8-29-2018 - 9-28-2018. However, I also received, in error, a bill from Century Link in the amount of $233.74 for Verizon Wireless service for the same period of 8-29-2018 - 9-28-2018. This billing should have stopped since I was now getting billed directly from Verizon. This charge appears on my Century Link bill dated 9-13-2018. This charge in advance is clearly stated on pages 7-13. I have also provided Century Link with a copy of my Verizon Wireless bill which clearly shows I was billed for the period of 8-29-2018 - 9-28-2018. I have dealt with 6 Century Link Reps and they all refuse to credit my account. They can clearly see the mistake in billing, but refuse to take any action. Pleas help.
Account_Number:

I have tried to pay my bill through the online service but since October I have been getting a URL error message and cannot make a payment so I have had to go through the chat room to make a payment..Now I contact the chat room to set up automatic payment and am told it will take two months to get this established...Really? So now I have to go in and get into the chat room to make my monthly payments which is not easy as it can take up to 2 hours to get a "real" person to take my payment. I have tried the 800 number and have been on hold for over an hour...They are not sorry or sympathetic about this..I would like a formal apology in regards to the above and a fix on the payment online feature..

They turned me into collections saying I didn’t return equipment which was sent back to them. I canceled service and returned equipment over 2 years ago and all the sudden 11/14/2018 get a letter from a collections agency stating I owe I’ve tried to contact centurylink but the always tell me they are going to look for this equipment from 2 years ago but next time I call they act like they don’t know what I’m tal*** about

Rude, unhelpful customer service.

I paid my bill via speed pay. I owed $156 (current charges, and two months late). I paid 99 (late, late and current). The representative assisting me charged me twice (entire balance and the amount I was willing to pay). Now I have no money for gas to get to work cause of it. I told him that if we to fast food or what not, they try to make things right. Free food or coupons. But now I'm stuck waiting 5 days for this money to be refunded to me. The best they can do is to discount my next bill $20...

I wish I could give no stars to this awful company. Words cannot describe how atrocious their internet service is. I would switch service to any other internet provider in a heartbeat if at all possible. On a good day we can only get around one megabit per second of speed. This is just absolutely infuriating. That speed is horrible compared to today’s standards. I don’t even know why I pay for it. It’s practically no speed at all. How can they even get away with making people pay for that. I don’t understand how somebody can get 4g data in their car for $20 a month but we can’t even get one megabit, which is like dialup speed. If you look at every customer review on the internet almost every single one is a bad review. Centurylink won’t even try to fix this because they are so cheap. Their customer service is horrible also. Our DSL lime wasn’t working yesterday. They came out to fix it. It took about an hour then stopped working again! McDonalds has better WiFi than my house. It’s just absolutely horrible.

CenturyLink is our only paid monthly service that gives us issues in what seems like every couple months. If it's not having to call in about why a bill has suddenly increased out of the blue, it's requesting a service call to have a technician review why the speeds we're paying for are not being delivered, and then charging us for that service call for CenturyLink's own failure to deliver a promised service in the first place (after finding nothing wrong at our location)... and yet we're being charged for that service call!? C'mon, CenturyLink, just treat your customers well and don't price gouge them, and you'll have long-term success. Your current methods are unethical and short-sighted.

The beginning of March, 2018, I completed Century Link's "Refer a Friend" promotion where if I had someone sign up for service under my link and my name, we both were to receive Visa gift cards. On March 14th, I received an email stating "Congratulations, you have a referral that has placed an order with Century Link". My reward was to be payable within 60 days. I never received the Visa card, nor did the person that signed up for their service. I have called Century Link and they told me I MUST go through the company that handles their promotions, Bridgevine. I have called and emailed Bridgevine NUMEROUS times and get told I can expect my card next week, etc. Finally, they quit answering me. Century Link says there is nothing they can do. It's their program, it's their advertising, they should be held accountable for what they advertise. This is false advertising at best!

I had this service for only one day and it was like using a dial-up modem. It does not provide enough speed for anything on my tv to work. I immediately went back to my old internet provider. CenturyLink charged an installation fee even though the service was not checked for performance by the technician before he left. This is totally unacceptable. Also, it is an easy scam for the company to make money...charge you to install a service that does not work.

This morning we discovered our WiFi via CenturyLink was off. When I logged into my account, it showed there was a 'payment failure'. I had no notifications either from PayPal or CenturyLink that any payment had been attempted. We pay for our account via PayPal and have for the last year. I attempted to use the online chat function and gave up after 45 minutes. I called and spoke to a customer service rep and was told PayPal is no longer an accepted form of payment, ONLY a credit or debit card would now be accepted for prepay accounts. I asked when this became the new policy and was told it went into force as of December 2018. During this conversation, I was asked repeatedly for a credit/debit card number. I asked why customers were not informed of the change. I received no email, no paper mail, no phone call, no text, etc informing me that the billing procedures had changed. After a second phone call I asked to speak to a supervisor. Supervisor was apologetic but stated that was their new policy. Only after I mentioned we were active duty military and that I would be making a Revdex.com complaint, I was offered a $5 off per month customer loyalty reward. However it will take more than a year for this to even cover the last time CenturyLink hiked my rates without any notice. Have no choice but to pay for one more month as my husband needs wifi to work from home however, I will immediately be looking into a new wifi provider.

Where do I start.. Well let's start with the fact that CenturyLink's own internet tests are showing that I'm getting 1.2 mbps while I am paying for 12mbps. Needless to say I was already frustrated. I have unplugged the router, tried to hard-line in, and reset my password to see if anything would help. There's nothing I can do on my end. So, what do I do next? I take time out of my day to get on a chat with CenturyLink representatives and ask for help. Not only were they dismissive of the issue in general, but they continued to insist it was something I was doing, or something that I would need to pay to fix. After over 38 minutes sitting on this chat, I was told a technician would be at my house on a particular day between one and four pm. I cleared my schedule and sat at home. While waiting I tried to check where the technician was, but my internet provided by CenturyLink was moving too slow to even load the "Where is my technician" page. No one showed up, no phone call received, and no email whatsoever. At this point I have now spent nearly an hour on a chat, three hours sitting at home, and plenty of frustration to end up with the same poor internet. I saved the chat where their operators were rude to me and apparently lied when they said they had scheduled an appointment. I will be looking into any other option for internet regardless of price, and suggest anyone else do the same until CenturyLink can figure out how to provide the product they claim they are providing.