Lumen Technologies

I have already contacted CenturyLink regarding this issue via phone and chat with no resolution. I demanded to speak to a supervisor, which made no difference.*

My wife and I have been CenturyLink TV and Internet customers for several years, and a recent instance has pushed me to file this complaint. Recently, we decided to end our Prism TV service due to a desire for us to cut costs and the variable surprise billing costs that CenturyLink decides to charge on a whim. Some months our bill was one price, only to be lower or even higher the next month. There was no way to tell. We had been happy with our internet, so we elected to keep our internet service. After the Prism TV service was disconnected on 8/29/2018, our internet was also disconnected. Naturally this was frustrating, so I had to spend time calling to get it fixed the next day (more on this later). It was repaired through me sitting down on my home computer and following some instructions sent to me by the technical support representative.

Two days later, the exact same issue occurred and our internet again went down. I called AGAIN to have this fixed in the same manner, only this time they told me a technician will need to be sent to my house to fix the issue. Why the same solution from the previous outage did not work, they were not able to explain. After all of this, the soonest they could get a technician to my house is three days from now on Monday, during an arbitrary 4 hour window. THIS IS UNACCEPTABLE. Not only is this the fault of CenturyLink, but this is the first weekend of College Football and I am now unable to watch (on my newer, superior and cheaper TV service with another company) due to CenturyLink's negligence and disregard for their customers.

I have described these circumstances to at least 10 different people at CenturyLink via phone and/or chat this week and nobody has helped me, or even genuinely shown a desire to do so. The closest was one person who gave me a $30 credit today, and said they would try to get a repairman out to my house sooner than Monday. Based upon years of evidence to the contrary, I have absolutely no faith that this will happen. EVERY time I call, I am bounced between several departments and rarely is a solution or answer provided. I rarely am on the phone for less than 30 minutes and have to give the same information summarizing the issue to each person. I have finally had enough. When my internet works it is excellent, and I appreciated the supposed 'locked-in' pricing. However, when it breaks twice in one week this is completely negated.

We are in a CAF II eligible service area that CenturyLink has taken 514,000,000 in grant money for upgades. We have had 1.5 mbps for several years now although it was a 5 year fight to get even that. I have called numerous times to inquire as to when we could expect an upgrade over the last three years. I have been told "we are upgrading all the time in all areas" for three years now. The cost of service we pay is the same as someone receiving 25 mbps due to tier pricing and we cannot even get 3 mbps. I have been told that we are in an "exhaust" area even though areas all around us are being upgraded and Centurylink just laid fiber 1.5 miles west of us.

We were charged an early termination fee that was not agreed to by anyone with ownership in our company.

8/27/18: PURCHASED INTERNET SERVICE THROUGH CENTURY LINK ONLINE. PAID $115.78 WHICH INCLUDED INSTALLLATION. RECEIVED CONFIRMATION EMAIL WITH INSTALLATION DATE AND TIME OF AUGUST 30TH BETWEEN 8AM-12PM.
8/30/18 AT 10:39 AM: CONTACT CENTURY LINK TO CONFIRM WHEN THEY WOULD BE ARRIVING AS I WAS WAITING ALL MORNING. THE REP TOLD ME THE TECHNICIAN WOULD BE THERE AT 1:45 PM. ALTHOUGH IT WOULD BE OUTSIDE THE TIME FRAME GIVEN, I WAITED UNTIL 2 PM BEFORE CONTACTING CENTURY LINK. THE CUSTOMER SERVICE REP REACHED OUT TO THEIR DISPATCH TEAM. DISPATCH STATED THAT THE ORDER WAS ON HOLD DUE TO NO ONE BEING HOME. THIS WAS A COMPLETE LIE AND FALSE!! I HAD BEEN HOME ALL DAY AND HAD TAKEN OFF OF WORK JUST SO INTERNET CAN BE INSTALLED. THE CUSTOMER SERVICE REP SAID SHE COULD NOT RESCHEDULE FOR THE DAY BUT WOULD TRY. AFTER ANOTHER 20 MINS OF HER LOOKING INTO TRYING TO GET IT RESCHEDULED, WHEN SHE REALIZED SHE COULD NOT HAVE IT RESCHEDULED, SHE HUNG UP THE PHONE. I TRIED CALLING BACK ONLY TO BE PLACED BACK ON HOLD FOR ANOTHER 40 MINS WITHOUT EVER REACHING OUT TO ANYONE TO RESOLVE.
ON 8/31/18 AFTER MULTIPLE ATTEMPTS TO REACH OUT TO CENTURY LINK VIA PHONE AND WRITING A LETTER TO THE OFFICE, I CONTACTED MY BANK TO DISPUTE THE CHARGE FOR NOT RECEIVING THE SERVICE AS DESCRIBED.
THIS IS A TERRIBLE COMPANY AND I AM REQUESTING Revdex.com TO INVESTIGATE THE INTEGRITY OF THEIR PRODUCTS AND SERVICES.

CenturyLink ran a hard inquiry on my credit report on 6-29-18 without my authorization. I am not a CenturyLink customer and did not give them my SSN.

I was told by 2 differnt people that when I signed up for WIFI I would be able to bundle with my cable. Now they are telling me im on a simple plan, and can’t bundle.

After a couple years of terrible DSL service and almost all my neighbors switching to other internet options Centurylink brought in Fiber optic service. With that the service issues were finally solved. They opologized for the terrible experience I had and put me on a decent Rae plan. Then my rate plan expired and my rate changed dramatically. According to their records I called in 6/8 and changed my rate to $40. They informed me that I was to late to receive credit for the other month.below is the bills I paid.
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08/22/2018 $122.00
07/23/2018 $160.00
06/22/2018 $85.99
05/22/2018 $83.99
04/23/2018 $36.45
03/22/2018 $28.94

By my calculations they overbilled me at minimum $202 for the 7/23 and 822 bills. They offered $164 in credit. Totally dishonest company.

6/13/18 I called to Confirm that century link provided service to the house I was to buy. Century link assured me that yes they would have Internet service there they set my installation date in late July and at that point told me there was no service in the area. They then started sending me bills even though there was no account and I got that issue cleared up I asked them to stop emailing me and they still are emailing me on a regular basis I recently had a customer advocate contact me and tell me that I was not getting emails when I responded to her and told her please just stop contacting me within an hour I got about 10 emails all stating my online acct info had been changed. Since this acct was tied to my ssn- I want corporate confirmation that all of my info will be removed and that they will stop emailing me

The problem is that our phone in the house work with the internet and it cut off very often and we depend on it to get in touch with every one and with get call from doctors and pharmacies in especial from the VA where I get my medical service I have try to get the problem fix numerous time but they never fix the problem.
They come and go but is the same the service cut off specially when it and some time for no reason please if you can help with this problem I will be thanksfull.

My husband pre-purchased an upgraded modem and faster internet service with Century Link over two weeks ago. The service tech never showed up in the 5-hour window for service. We called the company, but no one could tell us what happened to our service tech. We were transferred multiply times and given different explanations. We rescheduled the appointment for the following week. Only to have the tech not show up in the correct time slot. This time they turned all internet service off to our house. My husband and I spent multiple hours on the phone being transferred from one department manager to the next with no explanation and no resolution. We have been customers of century link for over 10 years. All we want is the service we paid for in a timely manner. We are tired of the run around and want immediate action to fix this situation.

Due to having 2 heart attack's in the past 90 days and being absent from my small business, my business has suffered financial problems. I made a payment arrangement with Century Link for the balance on my account, I made 3 of the 4 payments, the third payment was due 8/21 I made the payment on 8/21 on Century links website, however it did not meet the 3 pm deadline and at 6 pm century link turned off my business phone and internet. I called and spoke to a man who was very rude, he claimed I owed a balance of $869 and I told him I owed my last agreed upon payment on 9/23 plus whatever the unbilled charges are that I have not received. He was unwilling to help me or provide his name. I called today and spoke to Yvonne, who also refused to provide her name and told me I had no right to know her name. During the conversation she made a threat to me, she said if I did not zero the account today she would report me to collection agency. She was not interested in helping me get my internet on and she threatened the same thing when I told her I did not like her threat and she simply made the threat again like I was not even human or a customer. she hung up on me and I called back and spoke to a supervisor Harriett and got Yvonne's name and made an internal complaint about her. Harriett was not interested in helping me either and closed my account and is sending a label to return the modem. Century link does not value its small business customers, they are rude, hard to reach with long hold periods. This company needs to improve its customer service and properly train their phone representatives.

For the last month, we have had latency issues with our internet service provider. I have called and done chat multiple times to help with the problem. I also have had two separate techs sent and the issues continue. First rep said the line was split three ways and she repaired it. She confirmed our speeds were no where near close to 40 Mbps we were paying for. She assured us the matter was fixed. Then we continued to have issues, I contacted the business again and a tech was dispatched. The tech said the previous tech didn't report it, our service was giving us speeds at mid 20 Mbps. After he fixed the lines again, he said I was at about 30 Mbps. He recommended we buy a wireless router to help, not to spend above 200. He also replaced our modem and our speeds went up to 36 Mbps. We thought it was fixed, but it wasn't. We were also told that if we call and complain. We can push to have the lines 'bonded' since the box is over 1 mile away and with all the houses who are getting service, the one line isn't pushing speeds needed for the service requested. I'm surprised I have to push this, shouldn't the tech escalate the issue for quality service to be provided?
Yesterday at 1130am, our service went out. I called, got the run around ... Confirmed our neighbors didn't have access either. Our neighbors as well as we were told its us, the lines are fine and that they don't see a problem. After extreme frustration and hours of NO service and a company not believing their customers, I contacted *** to have service installed. The whole issue is that I work from home. I handle Revdex.com, OCC, CFPB complaints for a major bank. I NEED reliable service to earn a living and when there is an obvious outage and my internet company doesn't believe me or my neighbors, I decided my job and supporting my family was a priority over arguing with a company who has provided unreliable service for the past few weeks. I call today to cancel and I'm told I have to pay a cancellation fee. I escalate and the employee says 'my supervisor will tell you the same thing.' Appalled at the lack of compassion for impacting my employment and livelihood, I request the sup and provide feedback. The sup didn't say the same thing, she attempted to help but was told the only interruption to service was 8-1 and 8-2. I told her it's currently out but at some point, I realized she is not empowered to help, so I advised her to cancel service and that she doesn't have permission to charge my account, she needs to send me a bill. She then proceeds to connect me to the same agent who upset me before which didn't sit well with me. Since I knew a script was being read to cancel services and that was being recorded, I stated for the record, I do not authorize auto payment of the cancellation fee, that service is it active due to an outage across several houses and your employee said 'why are you bickering with me.' Seriously surprised at the entire customer service and support process from inception of the issues to the joyous conclusion of services.

There are two issues that I have with this company. The first one is that my phone has been out for over a month. On 8-28-2018, a tech was supposed to come by my house and fix my phone line but on 8-27-2018, I received a notification that a tech had been by my house and my issue was repaired. I get off from work and that is not so. My phone line is still messed up and inoperable.
My second complaint is that on 7/28/2018, I submitted my rewards request for my 200.00 visa gift card. I have paid the first bill that came out in May 2018 after they installed services. I still have not been cleared to receive my reward. I do not understand what the problem is. I have been more than nice to this company, and every single time I get stuck by them and given a raw deal.

Century Link had a power outage which shut down our 2 business phone lines as well as our internet on 8/16/18. I called and let them know there was a power outage and that we had no dial tone or internet service. They set up a ticket to have a technician come to our office the following day between 8 and 12. Well, the next day rolls by and by 12 no one has shown up. I give them a call to see where our technician is, to which they tell me the 8-12 time frame is just a preferred time, but someone will be here by 1:45 guaranteed. 1:00 comes and I check our ticket online to find it’s been closed, but no tech ever showed. I give them another call asking why they’ve closed our ticket when no tech came and our lines are still out. The rep tells me the tech fixed the power outage so our phones were all good and that’s why they closed our ticket. I told her they were not working and asked why the tech never showed up at our office to check. She ignored this and told me she would get another tech out before we closed that day. I told her we closed at 4 and lo and behold, the tech didn’t show up. At 4:10 he calls and says he’s on his way so we have to stay at the office late for him. One tech comes in to fix our router and phones while the other stayed outside to fix the electrical box. Finally the phones worked. HOWEVER, the tech inside our office saw a loose wire and decided to yank it as hard as he possibly could from the wall, shutting everything down once again and causing damage to the wire and our wall. We got quite upset here, asking why he removed the wires when we had just gotten everything to work. He told us he was trying to fix a badly done job and ended up creating his own problem. He told us he’d try to get the lines back up but didn’t know if he could fix it that day. We told him he’d better fix it because we can’t run a medical practice without phones, internet, fax or credit card machines. He got line one up and proceeded to leave. The weekend passes and I go back to work on Monday the 20th to find out the credit card machine can’t find a dial tone. I had to call century link once again to have a third technician assigned to us. They said he would show up the next day. He arrived on Wednesday. He fiddled with the lines that go to the credit card machine and fixed it. All was seemingly well on Thursday. Although we didn’t get a single phone call I attributed it to being the start of school. However, when I got no calls today, Friday the 24th I began to get suspicious. I called our office phone from my cell phone to discover that it resulted in the phone ringing infinitely. It never went to voicemail and never stopped ringing. So we’ve been missing phones calls and consequently thousands of dollars because CenturyLink cannot seem to fix a single issue. I’ve now called them demanding a technician by the end of my work day or we will not be paying for the last week of “service” and will be switching to Comcast. He was schedule to come by on Monday, August 27th, bu that morning our phones began to work perfectly and we discovered it was an error on Century Links end the whole time. The electrical box that they had supposedly “fixed” in the beginning was never actually fixed. It just took them an entire week and a half of me calling them and telling them to get their act together before they realized it.

I don't ever recall being this frustrated and angry with a business. I just recently ordered new services with Centurylink on 8/24/18 for phone & internet services. My modem arrived 8/28/18 late in the evening. So I tried to set-up my internet myself and to say the least, I had to call the 800-471-2658 number. I spoke to a representative on 8/28/18 and she stated she was unable to activated my services on 8/28/18 and that a tech would need to be the one to do so. So upon arriving home after work/school there was a note with a tech name Jason who was there at 8:45am and for me to contact him directly by 1pm and anyhting after to call toll free number. Well, I did that as well. Spoke to a representative and a supervisor in customer care and she informed that she was going to have a supervisor from the tech dept. to call me to see if they can come on 8/29/18 or the next business day. Well, I never heard from anyone and so today I called the 800-471-2658 number once again. Spoke to another representative who tried to make contact with someone but dispatching told her that the earliest someone can come and schedule services would be 9/13/18. Seriously??????? So I asked for a supervisor who name is Amber . Now to be honest, she was nasty, however, she was very sarcastic and as she said "realistic" and the best she can do is give me a $25.00 credit once services start and that is it. I tried to explain to Amber that a customer companies drive off their cusotmer service and they want to make sure they keep their business going. Although, I told her that she clock in just like I do but there is a responsibility and accountability that a company or agency is required to do and that's making sure that the customer is satisfied. To say the least, she stated she felt she did her best by the offer of $25.00 and to have someone at my resident sooner will be giving false information and thatI should be glad that I don't have Comcast like she does because they are just as worst. I then asked for her supervisor who name is Darryl *** and she stated she will email him to reach out to me. I then asked her what is the contact number they have for me and she called the last two digits incorrectly after I just corrected the error with the representative prior. The communciation is the biggest problem. As she hung up she had a smear chuckle and I told her to keep chuckling since she find this to be funny or amusing becuase this is just a job for her.

In the cooler mornings of the year my internet connection goes out. I had this same problem at my last place of residence with the same internet company. It took them 3-4 months to figure out that it was the hard lines. Now I'm having the same issue at my new residence and I just called them and told them that I knew what the problem was and that they just need to send a tech out next week. They put me on hold for about 30 minutes while they "reviewed" my account. I don't have phone service at my house and was not about to sit out in nature, where I do get signal, waiting for the corporate as to figure out whether to expend some resources or not....
This issue has been happening for about the last month. Also, the monthly fee I pay them increased about 5 months ago without warning or consideration for me, the consumer. It was increased by about 20 dollars.
The way I see it, I pay for a QUALITY internet service, I should be provided with a quality internet service, not a fraudulent business practice. Also, by my estimates, I've given century link almost 3000$ of my hard earned cash over the past 5-6 years.....I don't think it would be too much to ask for a tech to come out....I mean, I have paid probably about a whole couple weeks worth of a tech's salary in my bills I've paid them......

All in all, I want the internet service I was told I would be provided with.....Not "oh, well sometimes it works and sometimes it doesn't".....

I have spent 3 days trying to get to a customer service agent so I can cancel one of my accounts. I have now been on hold without speaking to a single agent for over 2.5 hours. When I was setting up my service, I got help immediately. Now that I'm saying the word "cancel" there is no help, no correct number, and no accurate information. I've been transferred to 3 different customer service lines and spoken with a representative via CenturyLink's Twitter account, but still have yet to receive any help. I keep being told that I have to speak to a "specialist," but there is no direct line and despite any amount of time I wait on hold, I do not reach a customer service agent. It seems like CenturyLink is intentionally keeping me on hold and lying to me so that I am unable to cancel my account and will be forced to pay for yet another month of service that I have made clear I will not be receiving because it's at an old address.

CenturyLink set up 2 accounts for the same service. Account numbers are *** and ***. One account bill was going to my billing address. The other bill was being sent to the service address. When I contacted CenturyLink on March 27, 2017, to make them aware of the problem, I was on the phone with 7 different employees and spent 1 hour and 45 minutes on the phone. Gil, Ron, Tyler, Jyran, Marcus, Paul and another Tyler whom transferred me without telling me he was transferring my call. I was finally assured that it was taken care of. I was given 2 reference numbers *** and ***. Account # *** was the valid account that maintained service until I cancel on July 31, 2017.

On November 15, 2017 I received an letter from icSystems, a collection agency for CenturyLink. They were trying to collect $65.14 for account # ***. I filed a dispute. Then I spoke with CenturyLink on November 29, 2017. I started with Marcy, who transferred me to Keegan, who transferred me to Loyalty. Tina in Loyalty, verified that the accounts were duplicate, for the same service, at the same address, started on the same day. She said she entered the information manually and that should take care of it.

On August 15, 2018 I receive a letter from afni, a collection agency for CenturyLink, trying to collect $65.14 for account #***, the duplicate account that was supposedly taken care of on numerous occasions.

On July 10, 2018, I requested a transfer of service to a new address from Prescott, AZ to Prescott Valley, AZ effective Aug 1, 2018. On August 1, 2018, Century Link deactivated my account in Gilbert AZ, kept my Prescott, AZ acct open, and still didn't install service at the Prescott Valley, Az location. I have spent at least 14 hours on the phone trying to correct all the issues Century Link has created. I also work from home and this means that I have not been able to do that because my internet has been down a few days in Gilbert, AZ and several days in Prescott Valley, AZ. Yesterday, Aug 28, 2018, Century Link finally figured out the reason why my account hasn't been installed in the Prescott Valley address-there is another existing acct from previous resident. I reached out to the previous resident and ask them to call Century Link to cancel the acct. The previous resident said that he has cancelled it already but will cancel it again. Finally, the previous acct is cancelled and all that needs to be done is to proceed with the existing transfer order from July. The earliest time they can install is Sep 12, 2018. I reminded Century Link that I have been waiting for this service since Aug 1, 2018 and that I have been a customer for 5 years. Century Link said that nothing else can be done and that nobody can override anything for any customer regardless of inconvenience Century Link caused or length of time the customer has been. In the end, the supervisor at several occasions said that they are super busy and super short, and then another one put me on hold then finally hung-up while I was asking for his name and agent number.

I would give 0 stars if it were an option.
We signed up a 2 year business contract with CenturyLink with the intention of transferring the services from one location to another within 6 months time. We were advised that there was no issue with that and that both locations were available (Bend and Redmond). 6 months later, we are unable to transfer the service because they don't offer service in that area (Redmond), which is exactly the opposite of what we were told at the beginning. We arranged the first set up appointment where no one ever showed. We waited on hold for an hour to reschedule and at that appointment they tell us we can't have service there. Now, in order to break our contract we have to pay over $200 + other fees or pay for services we don't need at the old location.