Lumen Technologies

I changed service providers for telephone and internet service in April 2018 from Centurylink to ***. As I changed services I spoke with several agents / operators of Centurylink regarding the transfer of phone numbers, fax numbers, e-mail service and internet service (including website services). I am an attorney and was abundantly concerned about the loss of service for each of the foregoing services. I was advised that this transfer of services would be conducted efficiently and effectively. I immediately lost e-mail upon e-mail--years of correspondence via e-mail as I transferred from Centurylink to ***. I requested assistance from *** to resolve these issues. As multiple efforts by *** determined the issues with e-mails resulted from Centurylink's service. I contacted Centurylink who advised that they had changed the password to my e-mails--which should have been transferred at the time of my switch of services from Centurylink to ***. Centurylink provided me with a brief time to recover these e-mails. As a result of Centurylink's actions the *** lost several days and hours of business in an effort to acquire the foregoing information. At the time I had concluded my services with Centurylink I did not have any contract for their services--my relationship with Centurylink operated on a month-to-month basis. I received an invoice in July 2018 for internet service. I spoke with Centurylink who advised that I had not concluded such service during April 2018. After discussing this matter Centurylink determined that it should have discontinued such service in April 2018. I was advised at such point that I had a contract with Centurylink that I had entered into a contract that would conclude in 2019. I was further advised that my switch from Centurylink to *** required a $200 discontinuance fee. I am refusing to pay this fee as I had not entered into a contract as indicated by Centurylink, as I suffered substantial loss of billable hours due to Centurylink's actions during the transfer, and as Centurylink has refused to assist me in this matter as I have contacted them regarding the same. I would appreciate any help that can be provided. Thank you.

Back in October 2016 we signed up for Centurylink Internet. We started our service October 27, 2016 and canceled it on November 18, 2016. When signing up with century link I called them several times to find out about promotions while contacting other service providers in the area. I was told that Centurylink had a 30 day satisfaction guarantee and I was told that if I canceled for any reason during the first 30 days I would not be charged for service. The service was very poor, very slow, definitely not worth it, so we called to cancel. After canceling, I received a bill on November 30, 2016, stating that I owe $47.04. I called to dispute this charge at that time, and no one knew anything about a 30 day satisfaction guarantee. I then searched the Internet and found on century link’s website a link to a form that I needed to fill out in order to have the charges removed. I filled out that form on December 17, 2016. After that I received no more bills from CenturyLink and no other notices from CenturyLink other than trying to sell me on their service again. Then 16 months later, June 2018, I get a call from ECR, a collection agency trying to collect the $47.04

On 6/26/ 18, I then called Centurylink to verify the charges and dispute them. I spent over two hours trying to find someone who knew anything about it. I spoke to seven different people in at least five different departments. Each one stating they couldn’t access this information and I needed to speak to someone in a different department. Finally when speaking to Kellen, a supervisor in customer care I was first told that she could not do anything and would have to transfer me back to the financial department. Then after many more minutes on hold she came back and told me there was never any policy for 30 day satisfaction guarantee. And that the only way to resolve this was to pay the $47.04. After further discussion with her I finally hung up in frustration.

At this time I am so frustrated and upset. I am someone with an excellent credit score and I do not want this impacting my credit as my husband and I were hoping to purchase a home in this next year and can’t afford the negative impact of collections on my credit score. I feel as though Centurylink is being a bully and practicing dishonest sales tactics in order to gain profit.

When searching the Internet regarding this 30 day satisfaction guarantee, I have seen numerous complaints on numerous forums regarding this deceptive sales tactic. There is even a news story on a Utah television station regarding the exact same practice.

http://kutv.com/news/get-gephardt/centurylink-customers-end-up-in-collections-af...⇄ />
Also on your Revdex.com site there are numerous complaints against Centurylink.

My husband and I are both honest people, and we hope to encounter that same honesty with our business transactions and are greatly disappointed with Centurylink’s practices. We hope that they are not allowed to continue to scam people in the same manner.

Century Link informed us that our modem needed to be updated to a newer one as ours was old. We agreed and paid $150 to have it upgraded. The modem keeps picking up an IP address that places our location in other states. Before we upgraded our modem we didn't have any issue with our IP address picking up the right geo location.

I have called them several times, been given the run around, been asked to pay more for a static IP address, been told they can't do anything, etc.

This is called IP drift. My IP address should be for my zip code. I should not be asked to pay a premium fee for something that I never had a problem with in the past.

When I signed up for interment through Centrylink I picked the package for $55.00 a month. I have been with them for 5 months now and every month except for last month I have had to contact them because my bill is $15.00 extra every time. Last month it was correct at $55.00 so I thought they got it fixed and again this month its back up to $65.00. I am tired of sitting on the phone with them every single month to get this fixed. I am not sure why its so hard to get this corrected. They say its the charge for the modem they sent me that I asked them NOT to send since I had my own. I turned the modem they sent they even have it in their records but still continue to charge me the extra $15.00 a month. I do not recommend any one to do business with this company!!

I was told that my internet is going to be activated on Monday the 16th of july. I called them to find out why it wasn't done I was told it was cancelled and rescheduled for Wednesday the 18th of july. The 18th came and gone and when I called they told me it was changed to the 19th and still nothing. Then I called customer service on the 19th and they said it is for Friday the 20th. I keep getting the run around and paying for service they have not activated yet

I signed up for internet service on January 4th, 2018. I received an email order confirmation on January 4th, 2018. This confirmation emailed confirmed my appointment date - 01/10/2018. I called in the evening and asked where the technician was, I spoke with customer service they indicated that the technician was scheduled to show up. By 6pm I called back and talked to customer service and tech support, they promised me they would be there by 4:00, and they never showed up. They indicated that my name was spelled incorrectly, so we made the correction and rescheduled. I was so upset, I left a formal complaint via email - January 11th. They indicated that they would get back to me within three business days. They send me an email and ask me to call them. They continually gave me the run around and told me that my account was setup - it never was. They told me that the account was closed. I spent so many hours on the phone with them and they continually gave me the run around. I demanded on talking to the supervisor, and I would speak with someone else, providing all the detailed information, only to hear the same scripted words. I have never had service, nor do I have any of their equipment. I received a modem on a Friday, when they promised to hook me up again, but I got the run around and it never happened. I went on line and it said my account was closed. So, I immediately took the modem to a post office and sent it back to them January 13th, 2018. They never showed up on 1/12/18 as they promised.

I have been trying to cancel my Centurylink telephone service for three weeks. I keep getting cancelation of service dates, but those dates are never met. The first date that the phone service would be canceled was July 6, 2018. Since then, I have called four times to complain and get my service canceled without anything being done. I get excuses such as the order is pending and attempts to sell me other services. My feeling is that Centurylink is dragging their feet so they can charge me extra.

For 3 days I have had interruptions in my internet service. From very slow internet speed to frequent connections drops and inability to reconnect. The past 2 days I have noticed a technician working at the neighborhood main box. I would not be surprised if the interruption was due to the technicians work. If so, we have never been notified of the possibility of interruption of service. Nor are our bills discounted for days where service is not available. This is very frustrating when trying to conduct personal business via the internet.

I paid in full services from CenturyLink and terminated them about 2 years ago. CenturyLink then proceeded to bill me after I terminated them never not once did they send me a bill after I paid the balance due. Instead they sent my bill to collection 2tears later I have spent 1full day trying to find out if it's even my bill messing with my credit when the bill in mail I have for almost 3years they sent this in to collections 4 weeks without one in 2 years hell I don't know if it's my bill I spent endless hours trying to talk to them

On July 10, 2018 my internet service quit working and Centurylink was contacted. A Customer Service Representative was contacted and attempted to troubleshoot the problem remotely but was unable to resolve the problem or determine what was wrong. The representative advised he would generate a repair voucher for a technician to come and repair the problem. The representative stated something must be wrong because it showed the first date available was August 7, 2018. I told the representative that I was not pleased to be without service for that extended period of time. He assured me someone would come to my residence within 24 to 48 hours to work on the problem. At 8:22 pm I received a text message from Centurylink advising my repair had been scheduled to be completed by August 7, 2018 before 5pm. I was also informed by the representative over the telephone that I would be contacted by the technician 1 hour prior to arrival at my residence to assure someone would be there.

After 48 hour I never received any contact from Centurylink. I contacted Centurylink again and was advised by another service representative that the earliest date a technician could arrive was August 7, 2018.

I suspected my issue might be a faulty modem. The modem I had was rented from Centurylink. I purchased a new Centurylink modem and installed it on the computer on Tuesday July 17, 2018. The internet service worked as it should after installing the new modem. On Wednesday July 18, 2018 at around 2:20pm the internet quit working again. I contacted Centurylink to troubleshoot the problem with the new modem. After two and half hours on the telephone with a supervisor, as requested by Centurylink in the Revdex.com complaint form, my service could not be restored. I was informed by the Supervisor (Sherwin) that a service technician would have to come and attempt to resolve the problem. He stated the technician would be at my residence on August 20, 2017 to inspect the equipment. I informed him that I had a repair order in for August 7, 2017 but when I checked on it earlier it was not in the system. He said a technician had closed the order out Tuesday advising the equipment had been checked and no problems were discovered. I advised him that was not true because someone had been at my residence around the clock all week and no one had showed up to work on my equipment. I asked him for the technician's name and was told that he was unable to provide me with that information. I advised Sherwin to connect me with someone so I could cancel my internet service with Centurylink.

I was connected to a retention special whose name I believe was Jerome. Jerome ask if he could get a technician to my residence on July 19, 2018 would I continue to allow Centurylink to provide me with internet service. I told him that would be the only way I would continue to allow Centurylink to provide me with internet service. After waiting a few minutes for Jerome to make an appointment for the technician, Jerome came back on the line and said a repair order could not be located for my service. He connected me to another representative stating this individual would make the repair order for me. The next representative begin to start the troubleshooting process over again. I had now been on the telephone for over 3 hours with Centurylink and told them I had enough and I wanted to be connected to someone who could terminate my service. I was transferred to Rosa who disconnected my service.

I recently switched over to centurylink from *** as they had the most basic form of phone available that did not require the purchase of a modem. one of the issues I had with *** was that my bill was due in the middle of the month and so if I payed my bill at the end of the month with the rest of my bills, I was already 1-2 weeks late.
when I set up my services with centurylink, I discussed this problem with the person that was setting up my account and they said that if I didn't like my due date, that I could change it. well, my billing date is the 25th but my due date is apparently 15-18 days after that which puts it in the middle of the month so I have the same problem but when I called their customer service to change it, I was told by two different representavtives, on two different occasions, that the date can not be changed or altered at all. I even asked to speak with a manager and the last women said that it wouldn't make it difference as they would just tell me the same thing.
I understand that there are several other billing options available online or with smartphones but I have limited access to the internet to manage my accounts and I do not have a smart phone. I know that I can also call in my payments every month but I should not have to do that, considering I was lied to from the beginning.

It took 3.5 hours to reconnect my service after disconnect. I dealt with 5 departments and 3 supervisors. 1 supervisor for Prism told me I had to pay an early termination fee which was not true, verified by another supervisor. The same supervisor hung up on my when asking to speak with someone else. The hang up caused me to miss the financial department by 1 minute due to transferring and long hold times. Today was a joke being back and forth being told I had missed Bills which I was able to confirm was not true. All around very deceptive practices by the company with supervisors and reps who do not take the proper time to research a customer's account to provide proper guidance and resolve. I would never recommend Prism services to any one I know.

I called CenturyLink on July 3, 2018 to see if I could get some discounts renewed on my *** TV and was informed that they no longer give out the bundled services discounts. The customer service representative let me know that I could continue to finish my contract with the *** tv or switch to Direct Tv with no termination fee. We set up an appointment for Centurylink and Direct tv to come out on July 17, 2018 to instal the direct tv and turn off the *** and switch the modem to internet only. We were keeping the telephone landline and the internet and just switching from *** to Direct Tv. On The morning of July 16th I got a call to confirm everything and was assured that it was all set up with the phone being 15.80/mo and the internet $65/mo. For some reason, a few hours later, a service tech showed up and I let him know that the changes were to take place the 17th, not the 16th. We had a call with a customer service rep confirm with us that it was all set up and that they had scheduled a tech for the next day. Then a few hours later, the internet and tv stopped working. I had to call in and spoke to 3 different people, with each person I had to give my account information, name, over and over again, sometimes even having to repeat and spell my name etc. multiple times and no one could help me, I finally was given the number for "retention" so I called that department, the woman I spoke to there said that I only had phone on my account (we've had a triple bundle for over 2 years) and we went over everything numerous times and was assured that everything was set up. In all the conversations, I was told different prices for the phone and internet and no one could confirm that a tech was coming the next day as was supposedly scheduled. Finally, the internet and tv started working again but I had been on the phone for 90 minutes with 4 different people. The next day, a tech never showed up and when I was able to call, the customer service was closed. I then called the next day (18th) to find out why the tech didn't show up and if the *** had been removed from the account. The rep. I spoke to said that I still only had phone on my account and said that she would set up the internet service but that no one could come out until the 30th so if if stopped working, we would just have to wait until the 30th. She did say that she would escalate it but didn't know if that would get someone out sooner and said that they would waive the connection fee of $60 since it was their mistake. I again explained that we wanted to keep the phone and internet , she quoted me a lower price than all the others had and assured me that she would fix it. This service is completely unacceptable, I have had phone service with the company for over 20 years and the past 3 years have had nothing but problems with their billing and service. I shouldn't have to call repeatedly to make sure things are set up and then have them disconnect my service and have no clue as to why the orders aren't in their system. I want my bill to be corrected with no reconnect fees and a tech to come out like I was promised and not 12 days later. Can someone please straighten this out?

I called to set up internet service for my new address and the company later pulled a hard check on my credit without my permission, and without notifying me that there would be a credit check. I called to ask them to have the inquiry removed and after talking to multiple representatives they continued to refuse to do so, saying that I had to contact Transunion myself. I canceled service with them (the account was never even set up initially since this all occurred the same day I had called to set up service).

I had Century Link internet and telephone service installed in my house over a month ago on or around 06/12/2018. At that time, the technician who installed my service advised me that the landline telephone service installation would not be complete until a certain adaptor was mailed to me and then I had to install it myself, but then I would have a dial tone. The problem is that this device was never mailed to me. Over the past month, I have had numerous excruciating calls with their "customer care" team about this issue. I had one day where between two phone calls and a disconnection and speaking with 8 different departments and supervisors no one even knew what this adaptor was let alone getting it mailed out. After over an hour and a half total talk time I finally had to simply request a call back and got off the phone. The next day a rep called me to say he knew what kind of adaptor it was but wasn't sure what dept was responsible for mailing it out. This went no where and never heard back from him. Finally, about a week ago I received a phone call from one of the field technicians, not the customer care call center. These guys actually know what they are doing. He was initially calling to tell me that he noticed the customer care team mistakenly scheduled an appointment to have my internet and telephone service installed for the first time, nothing about the adaptor I need. He called to tell me he cancelled that when he saw I already have service. I advised him about the adaptor I am still waiting on, and he did know what I was talking about, the first employee in a month who did. He said the reason that most employees don't have a clue is that it is a relatively new type of phone service or device, my area being one of the few where they have started offering it. Something about my service being fiber or something... It's not my job to understand it. Yet here I am writing this. Juan statated that he spoke with the customer service rep for the region and that she was checking to see if they mailed my adaptor yet. I told him that obviously after over a month they had not. Juan assured me that if the customer servive rep finds out that it was not mailed out, a new one will be mailed out immediately, and he said he would definitely get back to me by Monday 07/16/2018. This was back on Friday of last week. I finally heard back from Juan today Wednesday 07/18/2018. Incredibly, he said the customer service rep is still waiting for an answer. This is just absurd. There is no answer to wait for. Obviously, it was never mailed. They just need to mail the device go me and send a tech to install it. Or simply have the tech bring it with him at time of installation. I feel like I am in the twilight zone dealing with this company. Worst customer service. And I have been being charged for telephone service for over a month, which I never even received. For what it is worth, Juan is doing his best. He is the only person at this godforsaken company I have spoken with who is competent and is actually trying to resolve this matter.

I called Century Link and tried to Bundle internet with DirecTV. The first two months pricing was quoted to me and I was happy with it. We went through the services and I agreed that we would move forward. The rep scheduled an install date of Friday to do both internet and Satellite.
When she began the legal disclaimers she was required to tell me about the price increase in year 2 with DirecTV. I said at a 40%b increase I was not interested in DirecTV any longer. She said ok I will go ahead and take off the TV portion and we moved forward with internet. She then transfers me to DirecTV to get better pricing because she can;t impact plans. I explain the situation to them and then am on a silent hold for 3 minutes and 30 seconds. At 4 minutes I hang up thinking ok well it is cancelled I will deal with this later.
I come to find out the appointment is still active. I call Century link back. Tara answers and argues with me for 12 minutes that the pricing is actually very good. I ask for a supervisor. Joseph gets on and I am informed that at the point where the appt is made that Century Link can no longer make changes. I explain that there are two things the rep needed to do in that case 1) disclose the cost increase prior to making the appt and 2) disclose that once the appt was made no changes can be made. Rather than saying are you ready to make an appt. Tara had apparently disconnected my century link service and Joseph was going to start it again. He was also going to transfer me to DirecTV to cancel that service. Century Link then hangs up on me and doesn't call back!
*** Just found out that I had a $99 charge for adding a phone jack to my house, but the installation was waived. I never never never asked for a phone jack to be put in. This is SUCH a scam

I am not happy about how the customer service reps represent your company!! I couldn’t get any help with my account today because the “security question.” I was asked what my mothers name is.. I told them and they said it was the wrong answer so they couldn’t help me. Two different reps told me this. I was also told I had to verify with my email. The The problem with that is I was calling in because my Internet was not working. We have had so many problems with our Internet going down and we run a business out of her home and we cannot afford to have this happen. I was calling to tell them I wanted to counsel and they were about to listen to m problem with that is I was calling in because my Internet was not working. We have had so many problems with our Internet going down and we run a business out of her home and we cannot afford to have this happen. I need dependable service and I need my Internet to work. This Internet goes down every day! The customer service manager Andy and his coworker Jada were so rude when I asked if they could verify any other way they said no and that maybe a friend or family member could help! They didn’t want me cancelling so they were super unhelpful and they were doing all they could to just get off the phone with me. I am NOT HAPPY about this!!!

On 7/11/18 I prepaid $55 for high speed internet service with Century Link. On 7/12 I received a voicemail message from an agent from Century Link regarding more information was needed regarding an outstanding bill at the residence address I had given. I returned the call on 7/12 at approx 3:45pm MST and spoke with Tyler who provided me his agent#***. I explained the message I received and Tyler told me he just needed to verify the last 4 digits of my credit card and the expiration date. I provided the information and asked again if there was any other problems due to the nature of the message? Tyler told me, everything was good? I asked again and told him he didn’t sound certain? He put me on hold, then come back and said the modem hadn’t shipped yet according to his information but I would have internet service on Monday 7/16. I asked Tyler how this could be since it was Friday and nothing had been shipped yet? His reply was he needed help to find that information but that everything was fine. So our call ended. I’ve received no call since then and also no modem. So I followed up again today, 7/17 at approx 6:30pm. I spoke with Dillon who provided me with agent #***. Dillon then said he could see on his system, regarding acct# ***, that there was still a bill owing of $153.25 from unreturned equipment from June 2017?? Since his system showed equipment had not been returned within 30days. Dillon said $53.26 of the balance was for services. I questioned why no bills stating a balance was owing? I also stated I had called in to cancel service, and it was verified at that time the equipment had been received and I paid a small balance of roughly twenty sum dollars, so why now? Dillon explained to me his system was down, but he would have to get me to Financial Services who could verify the return and credit the account or I could make arrangements to pay! I asked Dillon to credit my $55 I prepaid until this was resolved. He said he couldn’t because of the system, but I could call back tomorrow. I explained I’ve alread called on the 13th as well as today, and both times nothing has been resolved. Dillon tried to call the financial services dept to transfer me, but then wasn’t able too, said due to a downed system and 25min left till they close? I advised I felt this was a runaround and was amazed no one would take my call in financial services! If you still have 25min left in the day, why are you not taking my call and at least taking down information to research the issue and giving me hope on a call back. Obviously an agent at Century Link found it necessary to make contact with a customer, the customer calls back, but no one wants to take the call? If a business is open till a certain time, then they should be helping a customer up until that time. As a customer I need to get this straightened out. Not so much that I’m being denied future service, but almost a year later you address a balance owing and that it’s being reported on your credit report! Not cool and certainly not the way to do business. I can at least say, I have tried to call to resolve the issue, but got nowhere other than, “I can call back!”

To Whom It May Concern:

We established service with CenturyLink on May 15, 2018, at our property on ***. On that date a wire was connected from the outside structure of our house on a DMARC box. The CenturyLink tech repairman reported to us that a work order was put in to bury the line. After weeks of no communication regarding the line, myself and my husband have had multiple communications with the tech repair department at CenturyLink in regards to burying the line. Communications have amounted to over 10 phone calls, with the last phone calls being this prior week. Communication on 7/13 ended in a conversation with a person by the name of "Bill" in the "escalation department" at CenturyLink. He confirmed that the work order was still on hold, but could not give an explanation of why. He sent an email to Tom M (plant supervisor in Littleton, CO) and let me know that Mr. M would be calling me that day to clarify the issue. Mr. M did not call on 7/13. I spoke with "Tonya" in the "escalation department" at CenturyLink on 7/17 and she contacted Mr. M that day as well and assured me that Mr. M would be calling me back that day. Mr. M did not communicate on 7/17. Here are my concerns:

1. The CenturyLink wire connected to my home has been unburied since 5/15. It is a safety hazard to my children and wildlife in the area.
2. There is impending construction at the property adjacent to my home over the course of area where the wire travels. The wire is a safety hazard to the build as well as a concern for disruption of our service.
3. Absolutely no preemptive communication on behalf of CenturyLink has occurred regarding this issue since it began over two months ago.
4. Each time I call the customer service department at CenturyLink I spend over 45 minutes being directed to an employee who can investigate and ultimately start over in regards to any progress with the matter. CenturyLink refuses to give me a line of direct communication to an employee to assist in expediting this matter.

My biggest concern is safety. I am seeking mediation in this matter to ascertain no one (including wildlife) get hurt because of the unburied wire on my property. Moreover, with the impending construction adjacent to our house, the safety hazard of the wire is compounded and can disrupt the service to our home.

Was sent a flyer that I could upgrade my service, when contacted about doing so was told it could be changed immediately upon replacing my router. I contacted them 3 days later after replacing my router to match the requirements to have my service upgraded amd was told several conficting stories. It has been 3 weeks since firat contact amd I have been give 4 different days that my service would be upgraded, but each time my service became more deteriorated.