Lumen Technologies

CenturyLink disconnected my service at a second home. I've spent 9+ hours on 7 calls and driving to and from to reset the router. CenturyLink told me it was disconnected for non-payment, but I've got an invoice here and had all of my calls to customer service state that not only am I not behind on my billing (and haven't been), but in fact I'm overpaid by $105. I've been told numerous times that service would be restored within 2-24 hours and this has gone on for 3 weeks. Each time I call I start over with the rep and no notes of prior conversations are on file. After hours of looking they have all apologized, but I still have no service. I'm not sure where to go with this any more. I need service restored and NO ON can help.

Centurylink is the only internet service provider for the area I am moving to this weekend. I set up service to be connected on Sept 10, 2020 and received an email today, Sept 9, 2020, telling me that connection is delayed and may not be hooked up to for several months. I chatted with a representative named *** who explained that an engineer would need to look into this but there is no timeframe. Due to COVID, my daughter is required to do her schooling from home and our cell phone hotspot doesn't work well enough to keep her connected. I absolutely need my service connected before Friday as anticipated or ***, my daughter, will miss 2 days of school. There are no other ISP's for my area, otherwise, I'd gladly find a better business to get my service from.

After having reasonable CenturyLink internet service for a few years we called to cancel our service as we are moving to another city. Apparently the only way to cancel service is by phone. It cannot be done online. I spent the entire afternoon on the phone trying to get a hold of someone other than a machine. The first time I got through to someone the line was disconnected. I called back and after waiting about 30 mins on hold, I selected the option for a call back. No-one called back. I tried that a second time. Still no-one ever called back. I then called and identified myself as a "new customer" and, lo and behold, someone answered the phone after about 3 minutes. She transferred me to someone who supposedly could conduct the cancelation, explained to him why I was calling, and then left the call. The new person told me he was not in the appropriate department and was unable to access my account. He said he would transfer me to someone who could conduct the cancelation. I asked for assurance someone would actually answer the phone when he transferred me. He insisted they would and transferred me. I then found myself back in the endless queue and nobody had responded after mins when I gave up and hung up. It seems CenturyLink will do whatever they can to prevent us from canceling service. All I want to do is cancel the service. I will embark on this quest again tomorrow but will never work with CenturyLink again. This is some of the worst customer service it has been my misfortune to experience (and that is saying something these days).

My internet experienced an outage for over a weeks time at which point I canceled my service and switched internet providers. During the week the internet was out, I asked repeatedly to speak with a manager because I no one could tell me when the internet might be running again. Instead of transferring me to manager, I was either hung up on or transferred back to the main menu with no option to speak to the manager. Recently I have started receiving automated calls from CenturyLink letting me know my internet is still experiencing an outage (a month later?!) even though I canceled my service. I reached out to a representative through online chat confirming that my service indeed had not been disconnected. I cannot get through to anyone to get it canceled.

We have been calling attempting to cancel our service, internet , home phone and Direct tv. We have tried numerous phone numbers provided on line, on our bill to no avail. Every time, at least 6 times, we have talked to an operator who sends us to a dead end phone number..... The services were bundled. We have also contacted Direct tv and have experienced the same exact issue with them. They have made it impossible to cancel our service and square up our bill. We have always paid on time, for years, and have no charges in arrears.

We started a switch from residential services to fiber optic business services last year around May 2019 with CenturyLink. The process was supposed to be fairly simple since they already had fiber optic lines run throughout the businesses surrounding us. To begin the process they sent out a crew of 3 technicians to view our building and plan how they would run the internet to the desired areas. When they left we had a plan and high hopes that there would be no issues and it would all go smoothly. To start the installation process we had to sign the contract. After we signed the contract it took a month before the next set of technicians were at our location to dig and run the fiber optic lines to our building. They ran the necessary wiring and left. They were a contract company. After the lines were ran we waited another 3 months for the next set of technicians to show up. After they came and did their portion we were finally ready to start installing the proper equipment. We had a couple random technicians come and install their piece of equipment and leave. On one of the final installations of a piece of the hardware the technician did not get the okay when he called and started to turn the process on - he said he was not able to get approval because we needed commercial power ran to the area that the equipment was going to be plugged into even though the initial technicians that came and viewed everything and walked us through it all said the normal outlet we had would be great and there would not need to be anything else done. At that point we were upset because we weren't supposed to have to pay any additional out of pocket costs but we were in a hurry for better service so we could utilize the faster internet for our business needs so we called an electrician and had him install the necessary power outlet to the area. I then called our account manager and emailed NUMEROUS times over a 2 month period to try and get the technician out to our location again to finish installation and had no response back. I called multiple customer service agents in this time and no one would help me or could locate any information on our new contract account - this was before Thanksgiving 2019. FINALLY January 20, 2020 I got through to a representative that informed me our account manager had left the company and none of her accounts were being handled by ANYONE! It was very frustrating considering we paid $800 out of pocket for electricity to the area and then received no response for 2 whole months. Finally after the technician was sent back to our location at the end of January 2020 we were able to start internet service to our location. Then we began to work on our phone system which was also a nightmare. The phone technician came and informed us we were in charge on running all the wiring necessary to our phone system and that would be at our cost. Again, this was not disclosed by the initial technicians that came to our location to do the walk through and inform us of any issues that might occur or ANY out of pocket charges. I finally was able to get a technician that felt sorry for our situation and was willing to run the wiring for us at no cost all while he let us know how crappy he thought his employers were and how this was NOT the first time he has witnessed his company drag people into contracts and find all sorts of things after the fact that needs to be done. He was able to get our phones up and running. We were all online and phones working by the beginning of May. A WHOLE YEAR LATER. We felt like we were told everything was okay for installation so we would sign the contract and start service with them and now we can't get any help or resolutions. On top of the installation issues we were having to pay for overlapping services for our residential services for our phones and our fiber optic contract for our internet. We have paid so much money over what we should have and their billing/sales representative was supposed to be in charge of cancelling the services and requesting a credit or a refund. I now can't get any of them to respond or take care of the situation. It has been since June I have been requesting with no help or resolution.

Being charged for a service but not receiving it

I recently filed a complaint with the *** because Centurylink refuses to provide internet service to my home that is less than a mile from a government-subsidized fiber- optic cable. A technician and his supervisor told me the service currently available to my home is below the level required to be called internet (<1.5 MBPS).
The company’s response to my complaint did not address any of the facts, was not truthful, and appeared to be written by a representative that had no training or higher-level cognitive abilities. For example, there were incomplete and incomprehensible sentences. The response indicated the better service could not be made available to my address even though both their technician and a supervisor told me it would be simple and it had been done many times before in similar situations.
I am working from home and relegated to use the hotspot on my phone to continue my job that has been declared essential by appropriate government agencies.

Send multiple junk emails of pre-approvals, ok applied, denied. You guys would never have me as a customer for sure.

I’ve been trying since last year, both by phone and online chat, to cancel an internet service with Centurylink. The internet was never connected, as I’m sure they can see in their system that internet was never properly connected or working. I’ve returned the equipment (sometime at the beginning of the year) and they continue to charge me monthly for a service that I’ve never had, and my bill is now in excess of $700. Each person that I talk to tells me they will disconnect the service, and still I’m charged.

Note that before I filed the complaint with the Revdex.com I tried to request a supervisor at Centurylink but was sent to a chat line. I have tried for the past year to have my internet repaired. It has only worked about 3 times all year and when it did the speed was so slow that it was not functional. I have requested that a technician come to my house to see why it isn't working as it should. Instead they sent a new router which I installed but that still has not resolved the problem. I have consistently paid my bill but have had no or very little service. I am not happy with the support or the service and am limited in my area to other service providers. I need internet for my job and depend on CenturyLink for service. I appreciate any and all help you can provide!

Poor service. The tenants staying in my home called many times to complain. It's on record and they are willing to testify. I do not feel I should've been charged for the last, two months of service that just plain didn't work most of the time. I signed a contract and fully expected Century Link to fulfill their end...which is to provide a service. They did not. They provided a very partial service.

Century Link placed an account into collections which I disputed with the collection agency, Revdex.com, and original creditor previously 2016. The account was removed from my credit and now again years later this account is again on my credit. The so called account is outside the statue of limitations for the state of Arizona and again I'm being harassed for this account. I request the Revdex.com to access previous documents regarding this account verify the facts including information from original creditor and EOS CCA (filed account) and that this account be removed from my credit immediately. This is again a violation of my rights under the fair credit act and I'm not happy that once again I need to deal with an issue that should have never existed.

I place and order with century link back on 8/27/20, I receive a confirmation email, text then a fallow up robo call all verifying my appointment on 9/3/20 no tech showed up. I called century link they had me wait on the phone 1 hour 2 minutes after the representative pick up they took all of my info. after 27:30 minute wait they informed me that the tech cancel the order on his end because he did not have the right cable. no call test or email was made to notify my of this I sat around all day waiting for him, just for him not to show up.
centurylink place a second order I had to wait other week for a tech for 9/9/20 on 9/6/20 the tech canceled my appointment no notice was given for the second time. when I contacted centurylink they told me that they did not know why my appointment was canceled. the best part in all this was when I got a bill from century link telling me that my order was completed and that they wanted payment. no tech has ever come to my home.when I called about the bill I was told that everything on there end shows that it was installed and is working.
now I still do not have service however century link still wants me to pay them 266.20 for the first month on a monthly play of 49.00.

After using Century Link for over 7 years, I decided to close my account due to slow and poor service.
I called and canceled having June 9, 2020 my last day of service. I sent my modem back through UPS on June 22, 2020 and have a receipt to confirm the return.
I was told my account was canceled and would not be charged anything past June 9th with a cancellation confirmation number. In June, the full amount of service (which had been cancelled) was taken from my Credit Union account. I called again July 27th, 2020 and was given the same information and another cancellation confirmation number. Telling me that I would be reimbursed from my cancellation date of June 9th. I was when again charged for the month of July. I called again around August 13th and was told there was no history of me cancelling in June and that I cancelled too late in July for it to be affective on that billing cycle. I was charged again in August. I went to my Credit Union and filed a complaint on August 24th about Century Link taking out of my account after numerous tries to stop the payments. The Credit Union filed a Unauthorized/Improper Ach Debit Card Activity Form. I also changed my card number so they could not continue to take my money for a service that they were not providing. I then called Century Link again and was told that 2 of the 3 payments were reimbursed to me because of the credit union’s intervention.
I am now receiving phone calls everyday from Century Link to inform me that I owe those payments back to Century Link plus bad check fees.
I have never been harassed from a company before like this. I have always paid my bills. Century Link has caused my Credit Union account to go into my line of credit due to unauthorized taking of funds. This has gone on for 3 months with no resolve. I have spent hours on the phone and been disconnected, and transferred to employees that I had not asked to talk to. Each time I asked to talk to a manager, I was put on hold for over an hour and then transferred to someone else. Century Link refuses to accept my cancellation. I do not know what else to do. I think it is a fraud to continue to charge me for services cancelled and not rendered.

Century Link is operating in an unethical way. Internet connectivity issues are always unstable in my *** area. Century Link (CL) routinely provides false information about my account. This is if you can ever speak to a human with this company. I called (CL) Thursday, 09.03.2020, and had to wait over 3 hours, and then when I finally reached a person, the call clarity quickly slipped to distortion and the representative spoke terrible English and the call was dropped because I was hung up on.

I rely on home Wi-Fi as an educator working with over 200 virtual students. I made a comment to the (CL) representative yesterday (through the distortion) explaining that the line was distorted and with his broken English accent, it is hard to follow what he says. Immediately, The jerk hung up on me. I know it! Thereafter, I have not had Wi-fi since. I suspect this (CL) jerk disconnected my account somehow because I put a little pressure on him to do his job.

I checked , and every one of my neighbors have Centurylink Wi-fi. Centurylink runs a monopoly in our subdivision called River Lakes Manor. River Lakes Manor is off of ***. No other providers service the *** area. So everyone who resides in River Lakes Manor or nearby vicinity is at the mercy of this unchecked (CL) left-wing oligarchy who is mostly unreachable and unteachable too! In my case, I believe they just shut me off without my consent. I always pay and have never missed a bill for their wi-fi services. So as a premium paying (CL) customer, I am spending my nights with my neighbors and outside of places like McDonalds using their open source Wi-Fi. I propose that (CL) at least be questioned about the fees they charge and why accounts with an excellent standing can be turned off out of spite due to some frustrated (CL) clerk that doesn't want to do an honest day's work from the onset of employment. Why are they even there with (CL) if they are just going to disconnect your service when you call in for technical support? I am generalizing from my experiences over the last 20 years, one in 50 (CL) phone employees seems happy to be with (CL). The field technicians never have anything positive to say about their corporate leaders, yet folks in my subdivision and I, are stuck with negative, non-performing wi-fi service that runs at 5 to 6MBPS. That is when it actually works, which is not very often. I have had neighbors targeted by Century link, and they have been singled out to lose their service as well. This so-called company, (CL) is way out of control!

So what prompted me to share this lack of customer service with everyone? After spending many hours on hold listening to the same annoying riff, comparable to a Chinese torture where water continues to drip on your forhead, I finally reached a man who spoke clear English and he acted like he knew what he was doing. He ran a couple tests, and then he says, in two to three weeks a service technician will come out and check your outdoor phone line. He says I will have to miss teaching that day to be available. He provided no confirmation number or his name, then he said he had to go, I could hear what sounded like dogs barking in the background and some woman yelling, and then as is always the case with (CL) I was disconnected without warning.

The next evening after teaching school, I had parents that I needed to send grade reports, they were leaving me voicemail, etc. No home Wi-Fi is killing me. So, tonight I spent hours more on the phone but this time I reached a girl who said her name was Sai, I could hear roosters in the background and kids screaming, and something clanging, it was difficult to hear her speak too. Her English was poor. Anyhow, to get rid of me I think she made up a scenario that a technician will come out to my house the next day at 8:00 a.m. sharp. This was after she wanted my SSN, my credit card number with the 3 numbers on the back, my street address, phone number, Mothers maiden name and more. We argued about my credit card. I refused to provide that and the security numbers on the back, and once again I was hung up on. Unbelievable!

This so-called company (CL) literally DOES NOT provide customer support and I believe they just turned my service off as they live out some kind of power trip. (CL) does not return calls. They almost always hang up on you and go out of their way to get rid of you when you have issues that only they have the administrative rights to replace or repair. However, they never forget to charge you for service or NO WI-FI SERVICE as is my case. What kind of company is this (CL), CenturyLink?? I have student papers to grade, lessons to load, and a ton of virtual work to tend to and some CenturyLink jerk can decide to just shut my service off and still charge me.

Perhaps some of you can fill me in on how to start a petition to get more Internet service providers on my street, ***. We need help in this part of Citrus county, CenturyLink has forgotten about us. Even when the Wi-Fi works we are only about a year ahead of the old dial-up. Netflix buffers every 2-3 minutes, we have to rent Redbox out there still. In today's world, you all can agree that Wi-Fi has become a necessity. It is very socialistic to allow a company like Century Link to own a subdivision like River Lake Manor and be the only ISP. They are the only ISP in our part of town, and (CL) knows it. That has to change, and change fast! I have lived there since 2002, and we have had awful, slow, intermittent, lousy Wi-Fi ever since. That is if we have Wi-Fi at all. I am seriously thinking about moving, but I couldn't face the idea of torturing someone as much as we have been tortured and deprived of Wi-FI all these years. Someone in CenturyLink could seriously re-evaluate their infrastructure and they could do far more than what they are currently doing, which is NOTHING! Please help me stir this poor excuse of a Wi-FI Internet Service Provider up.

April and may 2020 I had pymt arrangements that came automatically out of my checking acct. June 9th centurylink turned off my internet and I was homeschooling. They said I still owed them 2 mths worth of pymts. No I did not! So Montfort elementary school told me to contact xfinity for home schooling rates. I did. As of june 10th 2020 ive been with xfiniry for internet and century link keeps billing me the mthly rate. They refuse to tell me where to send their motom back too. I have no use for it. Thank you

I have tried to resolve the issue with century link on three occasions. I pay for 10mb of internet service and never have we had any consistency with receiving these services. When I call they run a test and in that moment we will receive the 10mb we pay for, but when we hang up the phone it returned to much less then what we pay for. Today is no exception. I called and was on hold for 1:52 minutes after being transferred to multiple people was disconnected led. I’m currently on hold as I type this complaint for another 45+ minutes. (Still holding). No resolve, or contact. After 30 minutes the gentleman stated he did not help people from Missouri. (***). I also spoke with a supervisor ***). I should receive what I pay for. I’ve been a customer for 5 years and we have suffered for the entire 5 years. I feel I’m being robbed or taken advantage of over and over and over again. It is not right. My neighbor upgraded her service with centurylink but I was told the upgrade was not available for me? I feel I’m being segregated/ treated differently. I have asked for a supervisor each time with no results. It is a joke, how they care for their customer is a joke. I’ve been placed in a circle of being put on hold for hours hoping I give up. I have a record of my hold time I would love to share. I have heard every promise and slogan during my time on hold. They state their mission is to connect their customer digitally with fast and secured internet. They also say it is important they provide fast and safe internet to their customer. They do not provide what I PAY for. ALL statements they say are UNTRUE.

due to COVID-19, we have to WFH for customer meetings and school activities. The service is down (for the entire community) due to maintenance with no notification on phone / text / email, nothing. Even after it is back online, still no any communication. Yes, billing emails are still delivered on schedule as a side note.

We have had Centurylink service for about 20 years. We've always had Caller ID, Call waiting, etc.etc. (all the bells and whistles)
About 2 weeks ago. Mid July, we have problems with our Internet, and phone service. Finally after 3 days, Centurylink came out and fixed the Internet and phone lines. However SINCE THEN, WE DON'T HAVE CALLER ID. We have called on a daily basis to report this issue. EVERY TIME WE GET PUT ON HOLD , OR WE WE REQUEST THAT CTL CALL US BACK THEY WILL AFTER ABOUT 2 HOURS AND PUT US ON HOLD AGAIN FOR OVER AN HOUR EVERY TIME. WE EVEN TRIED THEIR SPANISH LINE....SAME PROBLEMS. ALL WE WANT IS A PERSON TO CALL US WHO CAN ACTUALLY FIX THE PROBLEM , AND quit transferring us from Dept. to Dept. I am a Retired Centurylink employee and it is a shame of how bad their service is now.