Lumen Technologies

I moved into a new construction complex unknowningly that there were issues with the outside cable/internet wiring. I scheduled an appointment with Century Link. The technichian arrived but could not complete the work because of this outside wiring issue. I returned the modem at a store and closed the account. I have received several bills stating that I owe them monies. I have spoken with several customer service representatives whom all have not resolved this issue. I never had service and the issue is now becoming a form of harassment.

Being a new customer, there was an issue with their internet service device. Specifically, one of our devices was not connecting to their service. The initial Century Link installer did not know how to fix the problem and left me with the problem. I didn't know the reason and sought help with multiple organizations with little results. I spoke multiple times with Century Link Technical support with no results. They suggested a technician to come on site to investigate the problem. They were not successful leaving me with the same problem. I was charged $60.00 by Century Link for the initial install of their service which was incomplete since not all devices were connected. They charged me a second visitation time for $85.00 for the second technician still leaving me with the problem and without notification that there would be a charge. I would have declined this additional charge.
I was believing that this second visit was to solve the original problem.

The expectation that an organization ensures that everything is working properly, especially at the initiation of services, is not unreasonable and yet I was charged $85.00. All of this happened within a few days after the initial install.

Our internet service provider (CenturyLink) has not provided internet to 19 customers in our area for the last 3 days. They have made no attempt to give status updates. All bills are up to date. After several phone calls, they finally told me that they had a “technical issue” and were unsure when service would be restored. Each update that I had gotten prior to the last update has been false. Customer service people were extremely rude, and had no knowledge of the area serviced or the anticipated time of restoration.

CenturyLink has caused me nothing but aggravation since I started service in December 2017. As of January 2018, I have been trying to link my DirectTV account to CenturyLink in order to receive a $5.00 per month credit for bundling services.

As of June 2018 it had not been done. I have Confirmation numbers, Supervisor names, etc. which I can relate as needed.

My current bill finally shows DirectTV linked to CenturyLink without the $5.00 per month credit. I called at 10 AM today and talked to Kevin in Customer Service for 30 minutes with no help at which time I asked to speak with a supervisor. Instead of transferring me to a Supervisor, he transferred me to ***. When their agent answered the phone, she could not hear me.

I then called Customer Service back again and asked to speak to a Supervisor. I spoke with Terry who informed me that I AM NOT ENTITLED to a $5.00 per month credit which should be going back to February, but I am getting an AutoPay credit and that is the same thing.

That is a credit from DirectTV that I have been getting all along which dropped my monthly charges to $69.00. WHY WOULD I HAVE WASTED MY TIME COMBINING BILLING, in order to receive a credit I am already getting?

This of course makes no sense. I have put in in an order to remove DirectTV from CenturyLink. I do not like the way you treat customers and your service leaves a lot to be desired as well.

The worst experience ever! Received an ad in the mail on June 9 that advertised that I could receive 25mb from centurylink for $45. Sounded like a great deal. I signed up online, was billed $211 for the Internet, installation, and modem, and received an email scheduling our installation for July 9. All seemed well. July 9 came and went with no technician despite calling CenturyLink and being reassured that he would come.

Called the next day, waited 45 minutes on hold, only to be told that 25mb was not available in my area. Would I like 10mb?

The only positive I can say about this experience is that they refunded my money quickly. What an incompetent business.

We live in a rural area and CenturyLink is the only DSL internet providers. The service is very slow almost nonexistent most days. We have tried multiple times to get it fixed. We have been told they oversold the bandwidth and there isn't a fix for us. My question/concern is we pay a full bill monthly for XX amount of service but we only get a small portion of that speed. How can they continue to not offer speed stated and charge us full price?

What the heck is oversold bandwidth or exhausted bandwidth?

Internet has gone down since last Thursday and I have spent over 6 HOURS in the phone with centurylink... this is the THIRD time I have had an internet issue with centurylink and I have only been a customer for ONE MONTH!! Each have invoked hours of time away from work and/or family due to incorrect information and needless transfers!

I have gone into the store, chatted with multiple support agents and have screenshots of me waiting on hold for 48 minutes only to be disconnected when I tell them I’d like to cancel services. We have never once used their services and have been unable to cancel since the set up date. I tried going into a store and they told me this can only be canceled by phone. We are on auto pay so we are going to continue to be charged for services we can not cancel.

I signed up for century link services for internet upon receiving a solicitation from them and was told my service was going to be a certain price of 44.95 per month plus tax. This was in January of 2016 after getting it installed the speed was not up to par and I received my first bill and to my surprise the monthly bill was almost $70 per month as there was additional charges that were not disclosed to me at the point of sale including a broadband cost recovery fee. I argued with them about it and they wouldn't do anything. I took the equipment back to the local store within the first two weeks and asked them to cancel the service. The continued to send me bills each month which included equipment fees that I returned to them. I returned each bill to them asking them to please stop billing me as I cancelled within the first 14 days and returned the equipment. They continued to bill me and then sent this to collections now totaling almost $600 dollars. This is unethical as I did not use the service or keep the equipment and this is affecting my credit.

When my internet was installed in October of 2017 they laid a line over my property rather than burying it. It has been 9 months and I have contacted Century Link on no less than 10 instances about the status of this line. On March 12. 2018 a technician came out to "draw a picture" of the layout of our property so that a technician could come out to bury the line "in about 30 days". Now it is July and the line has not been buried. We have animals on our property and have the line going through a walk way on our property. We have irrigation on the property. All of these issues are dangers to my family.

My "Ticket" number with Century Link is *** My account number is ***. I have been told my problem has been "escalated" to the contractor who does their buried line service. This has been for weeks now that they tell me this first on June 4, then June 12, now July 9. I have never received a call back. I want the line buried or I want to have my service cancelled and a reimbursement for my trouble trying to fix their problem.

On Nov 16, 2017, I called and requested to be placed on Century Links Price for life program at for $55 a month (work order ***). I do not always look at my bills as my wife pays them, I notified her that I made the request to Century Link and our bill should change. She stated when it does I will change the auto pay to reflect the different amount. on July 3, 2018 I noticed a Century Link bill on the counter and asked when we were still paying $80. My wife stated that is what we have always paid. I called Century Link on July 5th to determine why we were not receiving the correct bill, Stephanie, said she could not see why, asked if I still wanted the service and that she would credit us back to Feb 5th, the difference a total of $155.94. I agreed and Century Link set up a service call for July 13 (Work Order *** & ***). Over the weekend my wife and I decided to change internet service providers, so I called Century Link to cancel services as of July 16th, I was then shuffled around 3-4 different departments for the next 1.5hrs where I was finally told that I would only get 3 months credit ($77.97) because I was not continuing service with them. After a heated exchange I was told (threatened) that Century Link doesn't have to give anything back because they attempted to set up my service on Nov 20th but no-one was home. I have no records of any such meeting, they allowed that no door knocker was left and no other attempts to reach me were made, but it was my responsibility to do so; it is impossible for a consumer to follow up on a task when they are unaware of such task. I retorted that I would contact the Revdex.com and file a complaint, Century Link (Janet) said "I guess that is just what you should do and let them deal with the whole situation." suggesting that I would not get anything at all back.

Do I have any recourse and does this situation have any merit

I had internet service with centurylink and rented a modem while I remained a customer of theirs. I never received the first modem they mailed, so they sent a 2nd modem which I did receive. I have recorded notes where a technician had to come to my house at least 7 times within the year and a half of service because I would lose connectivity intermittenly . as a result of a tech coming and going so often they would occasionally say that it was the modem and the tech would take the current modem and replace it. This was done a minimum of 3 times, each having a different serial number. When I terminated my account with centurylink I mailed back the modem in a box they provided, they also provided the shipping. this account was active in 2015. I recently received a letter from a collection agency claiming that I owe a balance of $106.69. I got directly in contact with centurylink and explained again that back on 8/27/17 I spoke w/jim operator#*** who advised me the account would be written off because the confusion and inconvenience. I recently received information from a representative that to have tangible evidence of my contacting them I could email [email protected] on 6/28/2018 and have yet to receive a response.

Century Link in Moore County area is not providing the mbs speed that they are claiming. Everybody in the area is complaining about the service. Century Link provider is the ONLY provider in the area and is inadequate at providing the mbs speed it is advertising, we have spoken with Century Link several times and they claim nothing can be done. But we know better. The bill continues monthly but the service continues to be inadequate. Since they are the monopoly provider in Moore County NC we are at their mercy. Can you PLEASE help. We are just seeking advertised internet service which they claim and can not provide. This is a terrible situation, we continue paying for a service we are not getting. There is NO recourse. Please help us!

We are continually receiving monthly statements from CenturyLink for "Foreign Listing-Bus". We are also being charged for a one time late payment fee. The bill is being sent to "SERVEPRO" which is not even spelled correctly. Nobody from our location has ever signed up for any sort of account or for any sort of foreign business listing with this company. I have attempted to go to the website and call customer service. There is NEVER a person to talk to about any of this. We also got some sort of collections company mail saying they were going to sue over less than $100 (who does that?) for services we have never agreed upon. It's all a bunch of bologna and they need to stop any sort of listing they think has been agreed to, drop any charges due, and discontinue sending us anything further.

Over the period of 4 weeks we have tried to get internet service and a jack installed in our home. The first 2 appointments were cancelled because they were overbooked but did not call and tell us they were not coming. The third appointment they came did their thing outside and did not install the jack inside...no one even knew they were there as we were inside waiting. I took off work to be there and no one did as they were to do. I was transferred 9 times that day and told different things about what happened each time. I spoke with multiple supervisors the last being a lady named Tia who assured me that they would be there at 8am for jack installation on July 9, 2018. At 9am when no one showed again I called and was told they do not even do 8am appointments so I was once again misinformed and wasted time waiting for someone who was never going to show up. I have been hung up on and lied to multiple times as each person has a different story about what is going on. I'm completely disgusted with their customer service or lack there of. I now have to miss more work for a new appointment today that I'm really not sure they will even show up for given the history.

Several weeks before we moved we contacted the company to set up a disconnection time and a connection time for our new address when we moved. We had a week from disconnection to when we would connect at our new address so we should not have been paying for that week. Our appointment time came and went and we still had no internet so we contacted them asking why. They had no record of us moving no appointment set up and internet was still connected at our old address. We asked them how soon they could get someone out since past experience is almost a month they didn't answer right away just that they couldn't get someone out within the next day or 2 so we told them to disconnect us and the guy I talked to said we'd get a refund for the time we hadn't used them. When we got our bill they were still charging us and disconnection day was the day after we told them to disconnect us. They admitted someone had accessed our account around the time we said but since there were no notes they couldn't do anything. We wasted so much cell data waiting for our connection date that never happened the least they could do is refund us what they said they were going to. Also their refer a friend program must be a fraud because they never sent us our card even tho we got the email more than a month ago that we'd get it in less than 2 weeks. Also I think our friend we refered was supposed to get one too and hasn't.

The internet service is good and the base price is fair. However, it can be a full time job to monitor your bill for mistakes and get the business to correct them.

I have had frequent issues with my internet service and it is almost always slower than what the speed I have purchased is advertised as. When I call customer support I am usually redirected multiple times and nothing is resolved. I have had 2 experiences where a technician was supposed to come and fix something on their end and both times the earliest someone could come was weeks away. I am from a small town and century link is really the only option for internet service and I believe the company takes advantage of that.

I ordered and pre paid for my service in June. I was told my service would be installed July 6th. On July 6th I was told it would be installed July 11th. Today (July 8th) I receive a phone call stating it will be July 25th. They already have my money, and I have no service. They ask if I want to cancel which is a NO, but I would like my services when they tell me they will be installed.

We contacted CenturyLink on 6/7/18 with a request to disconnect/discontinue our home phone service but continue our internet service. The request was made by chatting on line with a CenturyLink representative. The representative stated that they had discontinued our phone service and that we would be signed up for the $45.00 price for life 6 Mbps internet service. We do have transcript proof of this conversation. Several days later we notice that our phone service is not disconnected as CenturyLink calls us to tell us that they will not disconnect our phone service unless we pay a $75.00 deposit fee, we stated that we would not do that, as we have been customers for 24+ years, and were not told of this on the prior request, where we were told that the service had already been disconnected. We requested a supervisor, and was told the service would be disconnected. A few days passed and we still have telephone service and we placed a call to CenturyLink once again to request disconnection of our service and were told that we had no telephone service, at which time we replied we are calling you from this telephone service number. We were then told by that representative that our initial request was one day late on the request for disconnection and that it would be another month before it could be disconnected and that we would be reimbursed/credited for the phone service charge on our bill. On 7/7/18 we checked our service once again to see that it has still been not been disconnected and we did not get any reimbursement on our bill and in fact are still being charged for the service. CenturyLink was contacted again via online chat, as we can keep chat transcript records, and was now told that we would need to pay $138.05 in order to make changes to the account, and that our account is locked and no changes can be made. When we stated that a $138.05 payment had been made to CenturyLink on 6/7/18 and that there she be nothing due we were told that they can not see that information. When asked why they could see that we owe that exact amount but not see that we had paid that exact amount, they could not answer. We feel as if our service is being held hostage and that we can not get our requests fulfilled as promised by CenturyLink. Once again we have chat transcripts from our original conversation on 6/7/18 if CenturyLink stating that our service was cancelled and that we were switched to the $45.00 price for life internet service. We have also spent no less then 7-8 hours trying to work with CenturyLink to rectify this situation.