Lumen Technologies

I have been without internet on and off for around 3 months. Centurylinn has been out to resolve the problem numerous times with what seems to be resolution until my internet is back out with thr same issue a day or two later. When I call to bave someone come out it’s literally weeks of waiting. My livelihood droends on having internet . I would gladly switch to another provider (even if it codts teice as much). Unfortunately Centurylink is the only provider in my area. Everytime I call for an appointment, I wait at least a week. It’s ridiculous and totally uncalled for. Yes they afjust my bill but they are undependable and my livelihood is in jeopardy. There is absolutely no reason someone should be waiting two weeks for a technician. Poor customer service. They wouldnt givenme two weeks to pay them my bill.

I called to cancel my century link account in June 2018 and was told by a representative that our contract ended in July 11, 2018 and that I would not need to do anything at that time that the account would cancel itself at that time. I called back at the beginning of July 2018 to verify this and to make sure this account was going to be cancelled. My bank account was charged on 7/18/2018 (after I was told it would be cancelled) and money was withdrawn automatically from my bank account. I called to check about this and was told that I no longer have an account and that there shouldn't be any charges. I then received a bill for an even higher price a few days later via email for August 2018. I called to talk to another representative and was told that it was my fault that I never cancelled the account. I was told that the account would be cancelled but money would not be refunded. After arguing about this, I was told I would get it back. However, I have not received any kind of refund or any kind of confirmation that I will be receiving a refund. I am also still getting emails for the upcoming bill.

I used to have century link bundled with Direct TV about 8 months ago I dropped Direct TV and I kept century link for internet. at that time century link sent me a large bill saying I owed them because they pay Direct TV in advance I went to a att office because they bought Direct TV. The gentlemen took care of bill I had no more issues until I just recently dropped Century Link because they didn't have high speed internet in my area. I have been paying like 80.00 sum dollars for months. Now that I dropped them they want like 400.00 some dollars now. I called Direct TV they said century link doesn't pay them in advance. Direct TV recommended a 3 way call with century link so they could let them know I don' owe money to them but century link wouldn't do a 3 way call . So I would like to file a complaint.

They cancelled my service without notification yet have still charged me. I've been told multiple things by multiple people on why my service plan changed even though I have not changed a single thing on my plan. I've been on the phone for probably around 4-5 hours in total and have been transferred countless times just so I could finally close out my account and get a refund for the service I never got. I'm not sure how many departments they have but at this point it seems as if they are making up names. In the end they could never come up with a reason for why this happened. I will not be looking to use their service again.

This is the absolute worst internet provider I have ever used. Unfortunately, it is the only option for the home I have lived in the past 7 years. Their customer service is horrible- I most recently went without internet for 2 months due to their negligence in scheduling & communication. During that time I had three no shows when technicians were supposed to show up. Now, my bill is up $20 and I just got internet back. I have met multiple CenturyLink employees who have only negative things to say about this company, and that should tell you something. If you have an option DO NOT pick CenturyLink.

I received a letter from collections agency at least 6 months after closing my account with centurylink. My balance indicated zero dollars online after closing account at what I had been lead to believe (through phone call and their online chat) was within my introductory rate period. I didn't receive proper billing or any correspondence from them in the mid term. When I spoke w centurylink they told me I was fooled into thinking my introductory rate ended a certain date (the date I canceled service) and in fact due to billing dates etc had ended several days prior and I owed over 100$ for those days of service which included late fees. Please bring a stop to this kind of blatant corporate over reach.

I moved August 2. My service was supposed to be operational at 5 pm that day. That did not happen and then it was supposed to be operational Friday. That did not happen and then a technician was supposed to come to my home Tuesday August 7. I am now being told it will not be installed until September 6th. I have spent over three hours on the phone being passed around from person to person, department to department with no solution. I called customer care as requested by Centurylink prior to filing this complaint and supervisor refused to speak to me.

In November 2017, without my knowledge, I was charged a service fee for a technical problem that Century Link said it was responsible for. I called in December 2017 and they apologiged and said they would remove the charges, but the January bill indicated they didn’t. As a result, I was charged multiple late payments of which Century Link removed 2. However, all late fees were associated with the erroneous charge and I’m asking that the remaining late fees and any other related charges be removed, of which they have refused.

This is an extremely unorganized company. I had signed up for internet services late June. Sensed to go off without a hitch. Until about 3 weeks I want to get our pay information squared away. I call asking The account number however the representative convinced me to change from a prepaid account to a post paid account because it would be more valuable. She then transferred me over to the post paid services for me to terminate the services. Which should’ve been done by the representative. I had an odd feeling so I called two days later to ensure and confirm my original account had been terminated which I was told it was. Then a week later on Thursday someone came to install the services even though we already had services. When I called about the mistake the company I had my apartment number wrong and the service I had an odd feeling so I called two days later to ensure and confirm my original account had been terminated which I was told it was. Then a week later on Thursday someone came to install the services even though we already had services. When I called about the mistake the company I had my apartment number wrong and the service rep wrong. At first I was told I qualified for 80Mbp then o was told by the installer I could inly get 40Mbps. They all assured me it was just a mix up. The next day I didn’t have services. I called and the new account was never set up on there end. I was given my money back after some hassle and I decide to start over. So I started a new account and I was told I’d be charge $55 for the new set up which I understood. It was going fine it was set up on Saturday and I received a new box that I set up on my own and we had Internet for all of Sunday. Monday today August 6th was charged again when I would called I was told that it was from a previous account .
I’m currently on the phone trying to figure out what account I have to make sure that I only have one and to get my money back.

I was paying $44.64 a month for internet service. This included $10 a month for the modem. I saw my upcoming bill tonight and it was jacked up to $74. I went on online chat with a CS Rep who after 45 minutes told me they couldn’t do anything and they said I needed to get s new modem, pay $60 to have a tech install it on top of the $74. What!? I told them to cancel my service. They said they couldn’t and told me to call a phone number. I called the number to cancel and the female said if I stayed with them she could reduce my bill to $50 a month. Since I purchased one of their modems she says I could return the rented one and then pay $40 a month. So I said I would stay. The confirmation number is ***. I noticed that my bill still says $74 which I did not agree to so I removed my autopay. It gave me a message saying they are working on removing my checking account but I will still be charged $74 to my removed checking account on the 11th. What!? So I got back on chat and spent another 30 minutes with another rep who said there is nothing he can do and he gave me yet another number to call. I called the number and they are closed. I’m livid. I detest this company so much.

I have contacted CenturyLink on numerous occasions about our internet issues, mainly the slowness of speed, yet we are paying for "high speed" internet. I work from home for a healthcare facility for patient care related emergency services on the weekend for Radiology reports. I had contacted their customer service with a complaint that I was unable to work due to the internet slowness. I was told they were sending out a technician to look at the problem. It was 8:25 a.m. I told them it was an emergency, and they told me they couldn't get here any earlier than 10:30 a.m. I had to call my boss and my coworkers to get someone to cover my shift. By noon I had not heard or seen anyone, so I contacted them again. I was then told they had no idea what I was talking about, there was no ticket, no evidence that I had even called, and by the way they were not going to send anyone anyway because there was nothing they could do about it! I subsequently sent 2 separate emails to their vice president complaining of the terrible service and that my job is in jeopardy since I am unable to perform my job duties and was hired on with the promise that I did indeed have high speed internet service, which I have not had yet. So far, I have not heard back from anyone! Absolutely terrible customer service and nothing done to acknowledge or try to address this issue at all. I would never recommend this company to anyone looking for internet service!

I recently found out that CenturyLink has sent a bogus and fraudulent account to collections. This bogus account has a charge of $125. I have not dealt with CenturyLink in over 3 years. The only legitimate time I've had service with the company was back in 2013, and that was only for a month. I canceled their service only to find out somehow I had a second (identical) account that they also tried sending to collection. I paid both accounts just to be done with the company and remove the effects from my credit report.

I have since moved to Ohio and supposedly have yet another account with a company I despise. I plan to file a complaint with the FTC tomorrow.

My family has had CenturyLink for a while now but not by choice, simply because it's one of two options in our area. CenturyLink knows this and, as such, uses this power to provide terrible speeds at terrible prices and, when something goes wrong, even worse customer service. We suffer constant internet cutouts, spans when the internet is functional (albeit at a speed under what we pay for) for 20 minutes or so and then just stops for a good 5 minutes before the cycle continues. We've called CenturyLink about this, at which time one CSR checked our connection history, said it looks "terrible" (he saw the frequent interruptions), that our hardware was outdated, that it was likely an issue with the cabling outside (their problem), and scheduled a service on a morning the next week. After waiting the 4-hour span that the tech could arrive, he never showed, I called back, and the new CSR said there was no record of a call, no scheduled tech visit, and that she saw no issues in my connection history. When asked whether we could at least get a new version of our modem/router, as the previous rep said we would, she insisted that it must be purchased separately, so we'd need to do a purchase order and have the technician come whenever we receive the device, all out of our pocket (cost of router to replace THEIR BRANDED and OUTDATED router as well as the technician fee to fix their problem with the wiring). We ended up just ordering a new modem router off amazon but still suffer the frequent blackouts and have no confidence that they would come fix anything for our money considering apparently no on in the company communicates with each other in the first place.

So, as I said, you will pay for garbage speeds that you won't hit in the first place, you'll be plagued with frequent interruptions, and you won't get any help from the company causing it all, pocketing all the cash, and reinvesting none of it in their infrastructure (as they claim to have been doing for decades while we've had the same speeds offered since 2009). Don't purchase from them and for the love of all that is holy don't try to get them to take responsibility for anything at all.

I have been being charged for broadband service and an additional broadband recovery fee, but consistently am only getting download speeds less than 10Mbps. I went on the Pennsylvania Utility Commission website and my and my neighbors property are being shown as not even having broadband available. I asked centurylink about it and they just tried to renew my plan for two years...... It was really bizarre. I told them I want a refund as I have been paying for service I do not have. Also if I am going to continue to be billed for broadband, they should at least increase my speed to a broadband rate.
They hare the only ISP in the rural area, so I have no other options.

Back in January of 2018 I contacted Century Link to check into current deals they were running. They had *** dollar price for life deal that they signed me up for, dropping my bill by over $20 a month. It has now been 7 months and a half a dozen phone calls and I still pay $75+ dollars a month. Century Link has been unable to credit my account for the overcharges. They have also put me into a $40 price for life deal that has yet to take effect and issue the credit from the overcharges associated with that deal. They claim I currently owe $289. However, the last person I spoke with that "cleared up the situation and issued the appropriate credits" stated that I should have approximately $120 in credits (when my bill was $200). Which would mean $80 owed plus the current $40 + taxes for this month. I should only owe approximately $120. They are now threatening to cut off my service for their mistakes.

On Tuesday, July 31st, CenturyLink came to my new home and set up internet. Conversation with the technician was roughly as follows:

Me: Can you set it up in this room (in the center of home)?
Tech, after taking plate off wall: The jack is not in here, let's check other rooms.
Tech, after finding internet in far end of the house: Here it is.
Me: Our only concern is the internet reaching the whole house. Will this be a problem?
Tech: No, it should work throughout the whole house.

Cut to three hours later, internet is good in 50% of the house, spotty in 25%, and non-existent in 25% of the house. Note that the home is 1,400 square feet over two floors, roughly 700 on 1st and 700 on 2nd (as in, not a particularly large house).

I called CenturyLink around 5:15 PM. After 5-10 minutes on hold with the *** system (as I discovered, a separate part of CenturyLink altogether), I spoke with a representative that indicated I needed to speak with Customer Care after some time of speaking with them. They transferred me and I was with someone from Customer Care around 5:45 PM. After looking through my account (and the representative horrified that the technician did not place the internet in the room we requested), she determined that unfortunately we were *** customers and needed to speak with them. By this point, it is about 6:05 PM. I asked if I would need to explain the situation in full to a third person or if they would know. She indicated she would find out and placed me on hold. Within 30 seconds, a robotic voice said 'Call back later' and the call was disconnected. I called back, they were closed.

On Wednesday, August 1st, I called back earlier in the day. I spoke with a person from *** who was similarly surprised that the tech did not place the Internet where I requested considering the far end of the home is absolutely not the right location for the modem (according to her). She indicated I would be charged for a repair order but that it would be waived after the original tech's error was corrected. She placed me on hold so that she could speak to 'Repairs'. She came back after a few minutes and indicated that they were able to remotely update my ‘channel strength’ to maximum because the tech inexplicably left it at the low level, likely an oversight. This seemed to correct the issue in ALL areas of the home. I thanked her, told her that a repair was not needed, and we hung up.

On Friday, August 3rd, I was trying to get Internet in my living room. It was the same as before, no internet in the living room. I called CenturyLink at 4:30 PM, was on hold for 25 minutes, then spoke with a person, who indicated that the technician should have placed the modem where I requested and that she would transfer me to repairs to get it straightened out, free of charge. She transferred me to repairs, where I *againexplained the whole scenario. The repair representative apologized for the inconvenience and noted that my channel was at the lowest level possible. I told him that he can definitely update it, but that it was done on Wednesday and the fix was temporary. I told him that if he can make sure that it is permanently turned up, we should be fine. He did not guarantee me that this would be the case, so I told him we would need to get the modem location error corrected, as the previous individual indicated it would be free considering it was an error and that I had paid for installation already. He indicated there is always a charge to send someone out and that it could not be waived. I clarified that the tech should have done it the way I asked and that it would not have cost any more. The representative agreed that had it been done in the first place I would not have been charged extra. He placed me on hold to speak with a supervisor I believe. When he returned, he indicated he would transfer me to a new department as they would determine if this was possible. I asked if that person would know the situation or if I would have to go through it again. He said ‘Have a nice day, sir’ and transferred me. I reached apparently the ‘Upgrades’ department, who indicated they could not help because I was a *** customer. The gentleman here transferred me back to ***. After 15 minutes of being on hold there, a representative answered, telling me that their systems were down and they could not assist. I asked if it was possible to have someone call me considering I had already been on the phone for 3 hours in three days. He indicated that was not possible and to call back Monday.
I have truly never experienced Customer Service this bad, between the lack of consistency in answers received, the bad transfers to departments that could not help, and, frankly, the lack of accountability that every person I spoke to has. I believe the technician set it up poorly so that no extra work was needed and because he would not get into any trouble for doing a poor job. I believe each representative could transfer me as they see fit because, despite the fact that every phone call is recorded, it was not worth their individual time to assist me in fixing the issue caused by CenturyLink. I paid for installation to make sure it was done properly and to only get it in half the house without CenturyLink choosing to fix it is unacceptable. They have no way to register complaints via phone as far as I can tell and I am upset about my choice in internet provider. I already purchased their modem and installation, so they know I am stuck with them for now. I have never placed a complaint against a company or employee of a company in my life. But this is many steps beyond the realm of what is bad customer service and I would like it to be resolved if possible.

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Tried repeatedly to turn off autopay (email, phone, chat and private Facebook message) after cancelling account due to being excessively charged $53.99 for 3 megabytes of download speed. I have now incurred $78 in withdrawals and fees to my bank account for this account due to their incompetence to turn off autopay. Chat gave me link to turn auto pay off that was inoperable and all other attempts to resolve this matter has failed.

I called late last year (sometime in October or November 2017) and complained about the poor service and connection speeds provided by CenturyLink. They apologized and offered me a discount on my residual bill for the few months I had remaining until I moved.

When I called again in June 2018 to finally cancel the service, CenturyLink informed me that I would have to pay a $200 early disconnect fee to terminate a NEW 3 year contract that had commenced from the date of my last service call. I had already completed my service contract. The agent pulled a bait and switch. I was made to believe that the discount was its own remedy and NEVER informed of a new contract.

My lease was expiring in a few months and I had already made plans to move. Due to this fact I would have never agreed to a new contract. As proof of this I can furnish my final lease terms and my new location that is currently serviced by Cox.

Centurylink does *notprovide good customer service. They confirmed that they would cancel my account and didn’t. Then when I called back to get my refund, I was told that they would “send a check” within 4 to 6 weeks. The internet service is slow and the “customer service” is horrible.

They promise high speed, when in fact it only works part of the time, if at all. The weekends seem to be the worst. Avoid this company if at all possible!!