Lumen Technologies

I had my internet go down on the 6th of July and the soonest they can get a repairman out is the 24th of July. They consistently do not provide basic service for interruptions.

We have had non-stop issues with century link from day 1. we currently pay around $105 for a phone line and 3 mbps upload/download speeds. what we end up getting is around 100kbps ((30x less than they are promising) this number changes from time to time but the highest we personally have seen is 1mbps). we have been VERY lenient regarding this issue and over the course of roughly 3 years we have contacted customer service about 15-20 times, their answer is always "there is nothing wrong with their (CenturyLink's) lines. They have sent technicians to our home at least twice and they all say the same thing: its on our end, we are using Wi-Fi, our cables are bad etc.. the issue with these statements is that we have changed our cables, location of the router and we even had them change out the router twice and nothing has changed. We would have changed to another internet provider, but no one else provides to our area, so we are forced to either stick with them, or not have internet or phone. there is no excuse, homes and businesses around us (some under 500 feet) have no issues with century link receiving speeds up to 20mbps (the speed quoted is the Watab town hall that is less than a mile) there is simply no explanation or reason why we can't get the speeds WE PAY FOR!

I applied for an account under false pretenses. The technician explained a soft credit check in order to receive service. In fact, the credit check was hard and affected my credit score. I had unreliable service at best for all of about 7 days. After which, I cancelled services.

signed up for service on Jun 18, 2018, activation date was 2 Jul 2018 ( I have a letter from CenturyLink to this). I take this a letter as a contract for them to meet their commitment. I still do not have service. I signed up for phone and internet. I have spent hours on the phone with supposed customer service representatives that have lied about when I would have service and several have hung up on me.

At the end of June I want to say like the 27th I called them to turn off my home phone service due to me not using it and they asked me about increasing my internet speed so I aagreed to do so. They informed me that a service tech would have to come to my home and hook it up and one would not be available until July 12th which to me was a long wait time but she said they would not charge me until then but left my home phone on as well which I voiced concern that my long distance wasn't working either but since I was disconnecting it was not a big issue. She told me the texj would be here between 1-5 on July 12th that I would receive a call prior to his arrival. July 12 the came I made arrangements to leave work a little early just in case well no one called or showed got on the app and used the where's my tech option it said nothing was scheduled for the 12th I hen proceeded to chat with some one and was never connected I ldecided I would just deal with it the next day. I called they told me the tech had resscheduled my appointment until the 19th as if the 11th. No one called me to tell me this so I was upset asked for a supervisor told her my concerns she told me she would make some calls. She called me and left a message that it was expedited and would be completed between the 12&2 pm I missed her call cause I was vacuuming and did not hear the phone ring well then I noticed I didn't have any internet at all now so I called again and was told that my modem was not compatible with my new service so I was like well so you just cut it off and now I won't be able to use any internet until the truck who I don't even know is going to show up comes and ye said they could not turn my old internet back on until tomorrow which if the tech comes today I will not need tomorrow. I just got mad and hung up. Unfortunately this is the only I internet provider in my area and they know that. I have been with them for as long as I can remember at least 10 years or more. I just feel like this is poor customer service and could have been handled alot differently. If you pay for a service you should receive it and it should not take 2-3 weeks to get a new service that they offer If you only have one teh you need to hire ot train someone else.

CenturyLink sent a debt collector after me even though I have never used their service (nor will I ever), nor are they available in any area I've lived in in the past 10 years or so. When I contacted CenturyLink, they refused to do anything in the way of closing the collections account. My credit score is still affected by their complete incompetence in this regard. I demand this fraudulent collections account against me be closed immediately.

Hello. I have had many issues with CenturyLink in the past, including billing too much, taking extra money out of my automatic pay account, not providing services as described. I call approximately once every 2 months for an issue on my bill. Yesterday - July 11, 2018 - I spent an hour on the phone was passed around to 4 different departments, and my issues were not resolved. There were 3 problems I called about:

1. CenturyLink told me during a phone call in April that if I signed up for automatic payment for my new DirectTV service, I would receive a $5 credit on each month's statement. I did not receive this $5 credit as promised, so I requested CenturyLink credit my account. They agreed to do so. I believe this was the 2nd time I called to resolve this issue.

2. My bill on May 7, 2018 was $57.05, which was automatically taken out of my account and paid in full. However, my bill on June 7, 2018 carried forward a Previous Balance of $83.63, which was again automatically taken out of my account in June. (I can supply the monthly statements to prove these discrepancies.) I had to argue with the girl on the phone that this was a mistake and that I was charged too much. She finally admitted I was overcharged and said that this never happens and she wasn't sure why I was overcharged. She agreed to credit my account $26.58 but I honestly don't know if this is the correct amount due to the complexity of the billing process.

I am very concerned that other people are being overcharged as well. I wonder how many of them never realize they are being overcharged? I wonder how much extra money CenturyLink makes off of customers who don't check their bills each month? I wonder how far-reaching a scam this may be?

3. On my bill of July 7, 2018, I am being charged $167.81 for alleged non-return of Prism boxtop equipment. I returned all equipment at the end of April to a local *** store with a prepaid shipping label provided to me by CenturyLink. I asked CenturyLink to look into the matter and was told there's nothing they can do without a tracking number. Today, I went into the same *** to inquire about my package. The *** man told me the tracking number is provided by CenturyLink on the prepaid label they generate. He also told me that many customers have the same issue with CenturyLink. His advice was to again call CenturyLink since that is where the shipping label originated. I again called CenturyLink to ask them to investigate what happened to my box, and again was spoken to quite rudely, actually yelled at on the phone by the call center Team Support Coordinator Ben at phone number 1-800-244-1111.

I know I returned the equipment using a prepaid shipping label from CenturyLink. I have had many difficulties with CenturyLink overbilling me in the past. CenturyLink should have a record of my numerous phone calls. I am so tired of the time I spend arguing with them each month. I believe the error is on their end, and they refuse to credit my account.

Thank you for your help.

The CenturyLink technician who connected service for our upstairs neighbors on Monday July 9th knocked out service to our unit during their installation process. He would not repair it same day and told us to contact customer service. We live in the mountains in Colorado and do not have good cell phone service without wifi access in our home unit so we contacted customer service the following morning Tuesday July 10th. The soonest they could schedule a technician was Thursday July 12th, my fiance's birthday and our only day off until the following Monday and Tuesday. They assured us that the technician would arrive between the hours of 10AM and 2PM to resolve the issue that they caused but threatened to charge $85 for evaluation and repair. Additionally, they refused to guarantee an account credit or discount for the days without service, effectively threatening to charge us for their failure to render contracted services. Services that were only disrupted due to the actions of their clearly under-trained internet technician.

Not only did the technician not arrive between the hours of 10AM and 2PM but he failed to follow up with us after two calls to customer support. Customer Support eventually told us he would come today between 6PM and 8PM which is not acceptable as we have long-standing plans for my fiance's birthday. Additionally, they refused to schedule a technician for tomorrow, Friday July 13 and told us that he will come on Saturday July 14th between 10AM and 2:30PM and still refused to guarantee an account credit for disruption of services.

we are having a issue with our modem?internet for more than aweek they supposed to send other modem but it took tham so long and on a end it was a wrong one we are bussiness and we cant operated at all for more than a week I dont think so that service they providing is a quality at all I even ask a representative if I could go to any store to purches one or even there store in town I was told no it has to be only one from tham as a opraeting bussines we are expecting to resolve this issue ASAAP and get compesheited for it than

I signed up for century links internet service in late april and was told by the sales person I was working with that I would receive a 150 dollar credit that could be applied directly to my first bill. Under that impression I signed up for their services and also signed up for the one time equipment charge of 150 dollars. I contacted century link to get this issue resolved in early June and the issue has yet to be resolved. I have now received emails that my service will be shut off tomorrow if my account is not brought current, as a result me not paying what I was told would be credited to my account. I contacted them today and was told if I set up a payment plan for the past due 150 dollars it'd keep my service from being shut off. I went to do that and got transferred to 5 different people that couldnt help me set that up.

I first called Century Link to order new internet service on 7/2/2018. I was informed that a technician would be out the next day on 7/3/2018 to connect my services. No one came or called to let me know they would not be coming. I call customer service that very same day twice to inquire why no one ever came. I was told both times that they were not obligated to come out after 5 pm even if there was an appointment scheduled. I then asked to speak to a supervisor and they said it was no need because it was nothing they would be able to do. I told them that day to cancel my installation and I will stay with my current internet carrier. I called back on 7/6/2018 to confirm everything had been cancelled and it had not. I was informed that I was rescheduled for installation on 7/9/18 which I did not request. I once again told them to cancel the request because I will stay with my current provider. Fast forward to 7/1218 and I receive a bill for $66 for services that I never received. The customer service at this company is horrible!! They do not listen to the customers and almost everyone me except for the 1st lady that helped me acted as if they didn’t care and didn’t need a job. I also work in customer service for a healthcaresystem and if I talked to parent the way that the Century Link employers have talked to me each time I called in, I would not have a job. This company is clearly in need of customer service training and for the record I would not recommend your company to anyone.

definitely the slowest internet server ive ever used but thats not the complaint... initial installer pulled an unrelated underground cable to my house out of ground, to look at it I guess, left it there... when cable burying crew finally came a month later to bury centurylink cable they left the cable the centurylink guy pulled from ground on the ground, next to the centurylink cable, instead of burying it... now they say its not their responsibility to bury it where it was before the centurylink guy pulled it out of the ground

I set up two separate install dates for internet service through Century Link, and they never showed up. What's worse is that sent me a bill after they never even installed it!

Below is the letter that I sent to Century Link 12 days ago and I still have not had a response. This letter explains my problem with this company. As you can tell it is not so much dealing with one location but with there service I have had to deal with over the phone. I wasn't sure how to select that option for this company. Please let me know if I need to resubmit this complaint and where to do so.

To Whom It May Concern:

I am writing to you concerning my Century Link with the Account number ***. You claim that I owe you $107.09. This is simply not true, and I am tired of the harassment that I have gone through trying to get this fixed. The events behind this account have occurred as follows.
I called to transfer our account from our Utah home to our new home in Arizona back in December of 2016. I was told during this phone call that I would have to close the account and open a new one because I was moving to a new state. I was fine with this, and then I was told to do something that I thought was a little funny. I was told to take the modem that we were renting to our new home and give it the man who would set up our new modem. I asked, the man on phone, if we could set up our old modem, and he responded no.
So, we moved to Arizona taking our modem with us across state lines as per your instructions. The man came and set up our new modem, which looked exactly like our old one, which we gave to him and he seemed confused by. He even asked why I was giving it to him, and I responded that this is what I was instructed to do.
A few months later, I called about a slight uptake in my bill and found out that I qualified for a faster speed and lower price. This would, however, require a new modem. The same man came out and gave us the new modem, but this time I was told to mail back the old one. The gentleman who I talked to on the phone explained to me that they were doing this due to modems being misplaced or lost in the shuffle when they were given to the technicians when new models were set up. I remember thinking how grateful I was that mine was not lost.
A few months later, in September of 2017 to be more precise, I received a bill telling me that I owed $107.09 for a modem that had never been returned. I called and explained to another young man that I had returned it. He looked on his computer and found no evidence that it had been returned. He said that the only thing he could do was suggest that I go over to my local Century Link office and ask if they had the modem.
I went out. I stood at the front door of the office and knocked for 5 minutes or more. There was no one there. I live in a small town in a rural area. You see, the office was more of a base of operations, and they don’t see or take care of problems in this office. I left deflated.
I called back and this time spoke with a young woman. She seemed more emphatic to my plight and after a few minutes was able to locate the modem and credit my account the due amount. I was elated and thought the problem was fixed. I was wrong.
I have just received a letter from a debt collection agency stating that I still owe $107.09. I called the agency and asked if they knew what it was for. They did not. So, I called century link and after a while they found the account, (I no longer had the account number.) (I made sure to write it down after the young man on the phone found it.) He could not find the modem though. He told me he had done everything he could, and I should prepare to pay the due amount. I told him that I understood that he had done all he could, but I was not going to pay for something I didn’t have and that I had returned. I explained again that there was nothing else he could do. I told him I wanted to speak to his supervisor. He explained I would have to be on hold for a while because no one was able to speak to me at the moment. I told him I would wait. After a minute or two we were disconnected. I have to wonder if he just hung up.
I feel like this has gone on long enough and I have done everything in my power to work with this company. I am ready to take more drastic measures. Please respond to this letter promptly, or I will take this to the local news and post it on social media and let everyone know the questionable type of customer service that century link is providing.

Your very unhappy customer

I have contacted centurylink customer care multiple times. I signed up for internet for my residence online and prepaid, I received a modem in the mail which I have. Service connection was set up for July 3. I received an automated message saying my setup has been rescheduled to July 9. On July 9 mid afternoon I checked to see if internet had been setup and it had not. At approximately 1630 I called customer care inquiring about my internet service. She stated it could not be connected because it shows an active account at my address presumably by the previous tenant. They asked for proof of residency such as the lease and a passport, drivers license or birth certificate. A copy of the lease and a copy of my wife’s drivers license was emailed. I called July 10 I received an email saying my order is complete with the number ***. I when I returned home from work I attempted to hook up my modem, no internet. I called customer care they said they were awaiting a lease with our move in date and name of the tenants. It’s all on the lease sent July 9 but I did resend a copy of our lease this time with a copy of my passport. I called customer care July 11, still no internet and they are now requiring two forms of ID which has t been asked for prior only a copy of the lease and a drivers license, pass port, birth certificate etc. After talking with customer care July 11 I sent in a copy of my drivers license. I asked for a followup phone call from century link tomorrow and they said they could not do that and I need to call Agsin. I’ve complied with their requests, this issue is with the previous tenant not cancelling service and has nothing to do with me other than proving I live at the address. My passport or birth certificate does not prove residency but identity only. In the end centurylink is the only provider that provides service st my residence and they are unwilling to exercise common sense and good judgement to simply hook up internet and at this point feel there unwillingness us intentional and discriminatory

Unfortunately here in the state of Florida we don’t have the option of choosing who our internet carrier will be it’s, forced on you depending on what area you live (this is what I is capitalizing at best on hard-working Americans). I initially signed up for a package that would have me pay $40 with taxes it came to $45 I have been paying this for over a year without any prior notice my bill changed drastically from $45 a month to $95 I immediately reached out to CenturyLink to get understanding I was told that the matter was being taken care of only to continue to receive bills stating that I had an outstanding balance. Which was absolutely frustrating considering I have never not paid my bill had an outstanding balance or had to postpone it. For a week I have asked them to fix this error on my bill and every time I was it would be taken care of this is now gone on for a month this is false advertising missed leading the public and absolutely horrible customer service. With my husband being in the military it’s important that our bills stay within our financial boundaries and I work hard to do so and with companies like this taking advantage of us makes it difficult and frustrating.

The worst company to handle problems expecially after they create problems. Month after month of increased bills and hour long wait times, you can expect to have to call again since they didn't fix the bill. The techs are the best part of the company, but lack of customer service and the inability to follow through on any promise the company does makes this the worst company.

After NUMEROUS hours (I'm talking like AT LEAST 15 hours in the last year) on the phone with centurylink and unfulfilled promises. Not getting our upgraded internet that we're paying for. Them charging us for set top boxes that we returned (which I've seen on multiple reviews). I really feel like these guys are sneaky, and steal from people left and right. When we call to get issues resolved it takes 3+ hours, and they transfer us 3-5 times. Which I'm pretty sure is there way to try to get us to drop the issue. So now they're saying it was our responsibility to make sure these set top boxes back to them, we sent them 2 weeks ago and now been charged $300 dollars for boxes that are discontinued. The second out contract is up. We are out of there. TCC here we come.

I am paying for 40Mbps connection and I am getting only less than 8Mbps speed after 7pm and less than 20Mbps during the other times. I made the complaint first time with Century Link about 1 year ago and I also made complaint about it several times after that. Every time the technical support person would ask to restart the modem and tell me about tech stuff, but my issue haven't yet resolved.

S - I have had difficulty with CenturyLink for well over a year related to their charging practices, which in my opinion are corrupt.

B - Several years ago, I have a CenturyLink employee, with a badge and employee verification, knock on my door. I was not looking to change my cable and internet service, but he promised me a 2 year rate that would not go up which was better than my current rate. I believe it was $129/mo plus tax. After about a year, I noticed my bill went up to $159 then to $179 (or around there). I called and was told that there was nothing that they could do about it. When I asked why they weren't honoring my 2 year rate they said I should have called after 12 months to say I wanted to continue with the rate otherwise it wasn't guaranteed. When I asked where that was written in the contract, as it was pretty clear to me when the employee was standing in my kitchen it was a 2-year contract, they said they were sorry but don't really go by what the door to door sales people say and can't honor it. I then asked what option I had and they basically said I didn't have one and that their rates had gone up. After calling a few more times and asking them to refund me the @ $400 they overcharged me over the course of a year, they said they couldn't do anything but could lock me into a new 1-year contract from $139 and the price wouldn't go up. I agreed, reluctantly and with regret. Within a few months, the rate had gone up to $159. When I called to ask why it went up, they tried to explain it as a fee change, tax increase and many other non-sense reasons. I kind of lost track at that point what happened as I called so many times I don't know when or how it all went. However, I do recall them again promising a 1-year contract from $129 and again within a short time the price went up. I then called to cancel my cable service and only stay with Internet. I asked about the price and was told it would be $52/month. However, after checking my address, the price increased to $59/month and that they would need to run new high-speed cables. I asked why they would need to run new cable as I already had high speed internet service and was told that the current internet service I had could not be extended if I was going to cancel my cable service and I would need to upgrade to this high speed internet (which again, I believe I already had). At that point, I just said forget it and asked them to cancel my entire service. The person on the line was very rude and basically just said fine and told me they would send me labels to return the cable equipment. My service didn't discontinue for a few weeks, not sure why, but after it did I was watching for the labels to come in the mail. They never did. I called and asked if they were sent and was told they were sent and should come soon. I called again and was told that they were sent out already, but they would send me another set of labels just in case. I called a 4th time after still not receiving any labels several weeks later, again I was promised they had been shipped but was told they would send another set. I'm not sure if I called 4 or 5 times to ask that labels be sent, but each time I did mention that I did NOT want to be charged for not returning the equipment within 30 days as I had never gotten the labels to return them. I also asked if there was a place locally I could take the equipment but was told there wasn't and that the labels would come soon. In the meantime, I received an email with my monthly CenturyLink statement that my next bill would be taken out a few weeks from then. I called to ask why I was being billed for a service I had cancelled several weeks earlier. They answered that there must have been a mistake and confirmed my service had been cancelled in April and weren't sure why I was still being billed, however they couldn't help me and I would need to talk to someone else. I was given a different phone number to call but would have to wait until Monday as they weren't open at that time. When I did reach someone about the bill, they stated since I had automatic payment, they couldn't do anything at this point, but if the bill did go through I could call back to request a refund. I asked why I, as the customer, would have to call back to ask for a refund on a service I had cancelled and shouldn't be charged for. They offered no explanation other than tried to instill some hope that maybe the charge wouldn't go through. Surprise....it did. Back to the labels.... When I finally received the labels I put the equipment in a box, attached the label and my return address and dropped it off to the local *** store downtown La Crosse. The instructions stated I could just drop the box off as shipping was paid, so this is what I did. A few weeks later, I received a bill from CenturyLink for $450. Of course I was confused and called to find out what the mistake was. I was told that I was charged the $450 because I never returned the cable equipment. I adamantly disagreed and stated I did return the equipment several weeks earlier. They said they have no record of it. I asked why not as it was returned to them using the labels they sent to me. They then put me on hold and said they would check with another department. When they came back on the line they said that they checked and nothing under my name had been returned. I asked them what I could do at that point and they said I would need to have my tracking number from ***. I explained that I just dropped the box off at *** as the instructions showed and that the labels I used were for CenturyLink so I couldn't understand how it was my responsibility to try and track them down. They said they wouldn't be able to do anything and that the only way they could help me was if I had a tracking number. I again explained that I did not have a *** tracking number and asked if there was a chance that they didn't have the correct label attached to my name since I had called 4-5 times to ask for the labels. Maybe the original labels I never received were attached to my account so when I returned the equipment, which I absolutely did return it, it didn't get credited to my name. They said no, that wasn't the case. I then asked who else I could talk to, a manager or someone who could do something about this and was told there was nothing more they could do for me. I think kindly asked the employee why I would I want to keep the equipment. I serves no use for me, so what is the thought process behind me not sending it back> Why would I have continued to call and call again for the labels if I had no intention of returning the equipment? I returned the equipment but do not have any way of proving it other than to say I did. However, paying $450 to CenturyLink because they say I didn't is a complete scam and yet I feel completely victimized by them and have no other option other than trying to enlist outside help.

Over the last year, I must have spent well over 10 hours on the phone with CenturyLink personnel and have had equally frustrating experiences every time. I am sure the employees are doing their best, but it feels like they are working within a corrupt system and they are trying to find their way through it just like their customers. I often didn't feel like they were really trying to help me, the customer, but instead trying to figure out a way to convince me that it was somehow my fault, that I didn't understand, or that I was wrong,

I have talked to relatives, co-workers, friends and even complete strangers about their CenturyLink experiences and not one single story is positive. Actually, most of them are quite similar to mine. My mother-in-law had to call 3 times for labels to return her equipment after cancelling service and was told if she didn't return it in 2 days she would be charged. My co-workers have all had repeated price increases with no explanation and poor customer service. Most people I talk with express complete dissatisfaction and frustration with their experience. Frankly, I am surprised they can stay in business if this is how they treat all of their customers.

A - Bottom line, I will never return to CenturyLink for service, my parents, in-laws, sibling and some friends have all discontinued their service with them due to similar experiences. I am appalled that they can treat paying customers this way and feel bad for people who can't advocate for themselves. I am saddened to think leadership at CenturyLink hasn't stepped in on situations like I had and want to "make it right". I am a professional and if my employees ever expressed that a customer of ours was dissatisfied like this, I would do all in my power to listen, understand, explain and try to help that person. I have had nothing even close to that ever happen with CenturyLink, but on the contrary just roadblocks and weak explanations as to why they can't do anything to address my concern.

R - I would like this complaint to be investigated from the point I became a CenturyLink customer several years ago and for the phone records of my many, many conversations with their personnel to be reviewed. I know this will verify the above mentioned details and hopefully will shed some light on the practices of this company. In addition, I do not want to be charged for any services after I cancelled my services as well as not be charged the $450 for the cable boxes I returned. I will continue to share my story with other agencies if needed until this issue is properly and thoroughly reviewed and resolved.

I sincerely hope that this concern is taken seriously. I am an honest, hard-working professional. I paid my bill on time every month. I don't really have time to waste to report this issue, but I am for that exact reason. I am sure far too many other customers haven't reported it and they expect that most won't complain for fear that nothing will happen. Regardless, I needed to share my experience and truly hope it gets into the hands of someone who will do their best to learn from the multiple service failures I experienced.

Sincerely