Lumen Technologies

Installation was 1&1/2 hours past deadline. Once serve was hooked up it only worked for about 10 minutes. Called customer service they rebooted the machine. This happened 3 times. Finally got service. It was still spotty and extremely slow. Tried the chat line. Agent gave incorrect directions. Waited until next day. Service was minimal. Tried setting up account. Got the run around again and was told repeatedly to reset password. I did so at least 5 different times. Started chat again. Was told to again to reset password, again did this 3 more times. Automated service kept telling me my account number was wrong even though it was the exact number on my paperwork. Was disconnected from chat two more times. Customer service didn’t help, they just gave me the run around again.

After less than 48 hours, I am still without promised service.

I called Centurylink on June 21, 2018 to try to move my internet service to a new location as I was purchasing a home. CenturyLink informed me I would have to purchase a new router for $100 even though I was only moving 3.5 miles down the road. I told the representative I would call back to cancel once I secured an account with another provider. After closing on my new home and setting up internet wth another provider, I called Centurylink back on June 28, 2018 at phone number (800) 201-4099 to cancel my service. I called at 1:58 pm and stated I would like to cancel my account. The representative began to tell me about special offers available if I chose to keep my business with Centurylink. I said I was not interested and wanted my account cancelled. The representative then hung up on me. I called again at 2:01 pm and waited on hold for several minutes then explained to a representative that I had just tried to cancel my service and the previous rep hung up on me. I stated I was not interested in any retention offers and simply wanted the account cancelled. She then hung up on me. I called back at 2:13 pm and explained my two previous attempts to cancel my account to a third representative. I read her my account number off of my bill and she stated there was no such account number on file. She then attempted to look up my account by name and phone number and stated no such account existed and could not find me in the system. I then logged into my Centurylink account while on the phone with her and there was no bill or account information available. She stated the representative I first spoke with must have cancelled the account for me. It is now July 8th and I just received a bill from Centurylink for internet service for June 28-July 28 2018 in the amount of $45. I logged into my centurylink account and all of my information is there and shows me signed up for internet service with a bill on autopay. I do not have a contract with Centurylink and was assured there were no cancellation fees because there is no contract. I have not lived at the service address since 6/22/18 and have not used or had access to their internet service since 6/22/18. This company keeps billing me and WILL NOT cancel my service and close my account despite several requests for them to do so. Please help!

Our landline has been out since 7/4 and they won’t fix it until 7/12. It is the same wiring issues we have had multiple times. They refuse to fix the problem because we live in the country. It is also affecting the horrible wi-fi the offer here as well. Their customer service is the worst I’ve ever experienced.

They make it a horrible experience every time we need to contact them. It is so bad we are actually thinking about moving to get away from this company.

I have a 90 year old mother in KY that is not well and my siblings can’t call me. How do the people that run this company sleep at night??

I was charged $99 for unreturned equipment fee and charged $14.99 for unturned equipment on June 15th. I never needed to return any equipment. Please adjust those fees from my bill that's due. On june 15th I downgraded and removed telephone service from my package. That's it that's all. I contacted their chat representative, Albert A. He said, he saw that I received a new modem on april the 20th. And I got it on April 26th. I told him that I never needed a new modem. There was a technician that was sent to my house that day with one. He said the representative set the appointment on mistake. I even spoke to the supervisor and gave him the modem he handed me back. The chat rep. Albert said, Here's the thing, The modem you had to return was the one that you are using and you had to keep the one you were sent, the modem you were sent is way better than the one you have though and There was an order for upgrading the services that means that you requested an upgrade and that was why the modem was sent in the first place.
I explained to him again that was a mistake from his company. I NEVER REQUESTED AN UPGRADE! I NEVER NEEDED A NEW MODEM. THE REPRESENTATIVE WHO I CHATTED WITH ABOUT MY HIGH BILL BACK IN APRIL MADE A MISTAKE AND DID THAT. I SPOKE WITH SOMEONE ABOUT THAT BACK IN APRIL. I said, You don't seem to understand either. Maybe the best thing for me to do is to talk with the representative because you chat representatives aren't doing your jobs correctly or listening to the customer correctly
I've had numerous bills since then with no charge for any modem. So why all of a sudden is it on this bill? And incorrectly.I WILL NOT PAY FOR A MISTAKE OF YOUR COMPANY. The representative have me a number to call in and he didn't help at all

we had ordered our services on line with a special for $45 for 60 mps. after we purchased the service online, we noticed that this didn't look right, so we used the chat function to check on the pricing. We talked to Nairoby on 3/30 which at this point they confirmed that the price was $45/month. We signed up for a bundle package deal that was an online special only for $45/month for the 60 mps internet and $45/month for direct-tv choice with the HBO, Cinema and Star for 3 months and NFL package for 2018. After being billed twice, we noticed that the bill was not correct. On 5/29/19 I (***) called into century link to discuss the bill and review the bill with them. The first time I called in, they put me on hold for over 20 minutes at around 4:30 and then picked up and hung up on me. I then proceeded to call back at and talk to Andre 4:38 and then Andre transferred me to Richard at 4:43 at this time, Richard stated he knew exactly what deal we were offered and that he had to transfer us to the team that would make this adjustment for us and fix our bill. And then after talking to Richard transferred me to Kathy at 4:55. Then Kathy told me she was still not the right person, so she transferred me to Hector at 5:08. After sometime of researching and not providing me an update, I asked hector if he was still there. I explained that this was frustrating as I have explained this and he still was not the person to fix it. I asked him to transfer me to a supervisor he did not reply and then I said hello, are you still there, he said yes and waited some more then hung up on me. I was extremely upset at this point in time and had to have my fiancé call back. At this point in time Alex To, my fiancé called back and asked to be escalated to a manger. at 5:35 Alex was transferred to Darren and Alex explained the scenario and the cut ticket ***. Darren stated that someone would get back to us in 7 to 10 days and we would see an adjustment on our bill for a credit. We had not heard back from them son on 6/12/18 Alex called them back again. We were charged $182.77, altered the last bill to look like we paid $130.17 but never physically refunded the money. The bill is still not correct. Alex spoke with a customer service rep that then decided to transferred him to retention. He told the rep he did not retention as we did not want to cancel, we just wanted our bill to be adjusted and reflect the promised price. At this time (12:10PM) Amanda from the retention team (emp ID: ***) attempted to look but confirmed she was not the right person to fix this either. Alex proceeded to explain that he knew this, as we were not retention. She then talked to her supervisor Brittany and we should be getting a callback within 24-48 hours. By 6/15/18 we still did not receive a call back from centurylink. We decided to call back and talked to chris 3:43 pm. Chris then transferred us to Danny (empid vxim017) on 6/15/18 3:45pm. He then looked into this again and then told us that we would hear back 72 hours and this was the ticket #*** and that we should see an adjustment in 24-48 hours (ticket#: ***). We did receive a credit but till this day 7/3/2018, we still do not have an adjusted bill. This still has not been fixed, and we still have not heard back from them. After multiple attempts of contacting them and trying to get this fix, we are extremely frustrated and are not able to continue calling to explain and ask for a follow to get the same run around with no solution. We are not asking for anything more than to honor the price that we have been told we would receive for our service. At this point in time, 39 days have passed, we have spent over 2.5 hours total on phone over multiple calls, being placed on hold, repeating ourselves and multiple transfers with no resolution or follow up. we never received a single call back that was promised.

I have gone through years of terrible customer service with this company and somehow has gotten even worse this year. They tried to sell me on a price for life contract and sell me a new modem for $100 (instead of renting). They sent me the wrong modem 3 times which caused substantial service downtime. I spent many hours and a dozen phone calls trying to resolve. This started at least 4 months ago. Eventually they charged me $200 for not returning the wrong modems on time, even though I didn't know which ones to return or which ones would work. I ended up keeping the old modem I already had because I knew it worked and still paying the $100 for it. On top of that they charged the extra $200. I finally got the incorrect modems returned, and contacted them on 5/30 to make sure I got my last credit. As of today I still can't get my last $100 credit applied. I can't reach them by phone or chat, I'm hoping they return my email. And there is not local office to talk anyone in person, that I know of. This is just the tip of the iceberg because I would deal with similar customer service issues for many years. Wrong billing, processing, equipment, etc. Every time you talk to someone there its a different story and they do things completely different. No training, no understanding, no accountability.

I ordered an upgrade to internet speed on May 23rd was told a technician would be out May 30th. That day came and no technician came I called them they said the order wasnt processed correctly. I had to take a day off work but no one contacted me. I had them set up the next day that they could come out which was 2 weeks away on June 15th. I took my second day off to be there because it was an 8 am to 6 pm window. No one showed up and they sent a form email stating I wasnt home when I can provide cell records and location records that show I was home all day with my newborn. I called again june 18th they stated they would be having a supervisor call me in 3-5 days a field supervisor never called me which again can supply phone records. They said they set up a tech to come out on july 3rd on the june 18th call as well. Took my 3rd day off work and still no one came. called today july 6th and they said the order wasnt processed correctly. We are going on 7 weeks now and I keep getting lied to and having to take days off of work.

On June 29th 2018 we lost internet connection with Centurylink. We contacted customer support and were notified that they were unable to come out and repair the internet connection until July 11th 2018. They had advised us that there was nothing else they could do. Both my husband and I attempted to contact Centurylink several more times with centurylink only offering to send out a new modem, which did not work. Subsequent phone calls were met with either no answer (we have waited on the phone for upwards of 2 hrs) and online chat sessions were disconnected by the agent. We have to have internet as I work from home, both my husband and I attend college online, and we have medical devices that must have internet to communicate. I could understand if it took two or three days to get someone out but to wait almost two weeks for the internet to be connected is unacceptable. We have had to uproot our family (including a two year old and five year old) and stay with my parents over an hour away. It has created hardships for all of us including my husband who had to add an hour to his already long commute. Centurylink has failed to address our concerns and recent attempts to contact them have been met with no answer or agents closing chat sessions mid conversation. We have no other options for internet as their competitor could not get a survey completed in less than a week. We need Centurylink to address these concerns in a timely manner. We are paying customers who have never missed or been late on payment. I have never been so insulted by a business like I have been with Centurylink!

My husband and I used to have a Century Link Account many years ago. It was still listed under my online billing for my bank. I accidentally on two separate occasions sent them a $167 thinking I was paying my current provider ***. I contacted Century Link back in March and they said they could not find our account , however they received and accepted the two $167 payments. They gave me information to submit to them to see about getting our money refunded. I then filed a claim through *** to get our money back. They contacted Century Link in May to find out why our money had not been reimbursed. Century Link said in May we would have two checks for $167 in the mail within thirty business days. It is now July and we still
have not been reimbursed our money. It would be greatly appreciated if we could have some assistance in resolving this issue. Century Link took our money knowing we no longer had active accounts with them.

I have order internet thru Century link. Today it was to be hooked up. Today was also the 3 rd date I have been extended to. Service man can to house and said there were still issues but was working on it. After several hours down the road at the century link huge box I went to ask status. He was gone. The biggest problem is box on the back of my house is still left open with wires cut and exposed bare wires. I have picture also. I called and they said now it’s extended to 7/13 with no explanation. Also was told no one would be back today to fix the huge problem they left. This box also has wires for my home security system with it. Rain in forecast for tonight. I asked for supervisor and was told they would call me. Still no call back.
Please help. I just want wires fixed and internet hooked up.

I bought century link with the promise of 29.99 service 11 months ago for 12 months. They did not follow through with that and added some fee for 34$ a month. However, for the last 2 months of my service they did not honor the 12 month promotional pricing and have been charging me 40$ a month. thats 20$ they are cheating me out atleast and I am very unhappy with the communication between departments at century link. Incredibly frustrating to work with.

I was given a date of 7/6/18 to install internet and then was rescheduled to 7/17/18 after vacation time was setup for install

Century Link continued to bill me after I requested that they discontinue service. Recently Century Link has submitted a negative credit report and begun collection efforts.

Specifically, I had a month-to-month contract. I first requested that my service be discontinued and for instructions on returning the modem that I was leasing by mail on 7/25/16. Bills continued, so I called (date unknown) to restate my disconnection request. Century Link hung up on me while I was still in the automated portion of the system. I sent an e-mail (date unknown). Century Link requested more information. I gave it. Century Link requested even more information. Realizing that this was just a run around I stopped contact by e-mail and phoned again (date unknown). Again Century Link hung up in the middle of the automated portion of the system. Finally on 12/28/16 I sent another letter stating my intent to drop the matter if I don't receive a reply.

To my final letter Century Link sent a reply by mail. That reply was misplaced for four months. Upon finding Century Link's letter that finally included instructions on returning the modem, I mailed the modem back to Century Link, along with a check to cover the rental costs of renting the modem for five months.

Century Link wants an additional $250.

Never established service but are sending me bills.

I've called 3 times to have service connected. Each time I have called I have gotten the same call center person "Ben" who schedules a technician to come out to my house. The schedule is always sometime between 0800 to 1700 despite me saying multiple times I am not available to be there until after 1600. The last 2 times "Ben" confirmed the technician would be out after 1600 but the tech came much earlier and did not set up service. It's been 4 weeks and I still do not have service but they are sending me bills for a connection they will not establish.

One star rating is One star too many. I have had countless billing disputes with CenturyLink and cannot have it corrected. I do not understand how or why this is not regulated. Their billing is not "confusing" as suggested, it is FRAUD. You do not received thousands upon thousands of complaints because you have under-educated customers. PLEASE DO SOMETHING TO MAKE THIS STOP!

Originally I subscribe to internet service thru a partner company that assured me there would be no contract. No true. WAs lie to plain and simple. Subsequently after a period of time my bill went from $44 to over $100 which isn’t remotely reasonable. During this time I went thru major surgery a double lung transplant and wasn’t able to pay much attention to my affairs. When I was able to deal with this there were several attempts with CenturyLink where I was met with Rudy and non customer friendly people who keep me from canceling service until to paid their excessively high charges. Not even a remote Willingness to work with me. In addition to that they suspended the service while still charging me the excessive fees. I contacted them several times and was shuffled back and forth. That’s the jist however I want to emphasize EVER single person seemed to be program to. E rude and unreasonable

Customer service representatives were unprofessional, rude, and unresponsive to my inquiries about why CenturyLink is billing me after I discontinued service. I still have no answers.

I called to address slow internet services. The representative went through a quality check over the phone that ended with telling me I needed a new modem. To receive a new modem I would need to buy one as I was no longer under contract and that I had bought the modem outright. If I wanted new equipment I would have to buy it outright. I asked to speak to a supervisor and after 40 minutes on hold I decided that going with a new company for service would be easier. Since I had to sign a new contract anyway I thought it might as well be for better service and product. So I went searching for better.

After two weeks I received new service and called Centurylink back to disconnect. The representative tried to sell me on better offers and then went on to tell me I was in a contract and I would have to pay the cancelation fee for breaking my contract. I advised to what the representative reviewed with me before, where I was informed that I was no longer in a contract. The representative only apologized for the miscommunication and then quickly gave me my disconnection number.

It cant be both ways: 1) no contract and pay for the equipment; or 2) have a contract and pay cancelation fees.

This company does not care about the customer.

A tenant, ***. had Century Link in her name she has moved out and canceled the service. I ordered CenturyLink on Saturday 6/23/2018, requesting to keep the current phone # at the house, and scheduled Direct TV to be installed on 6/30/18. I was told that was possible to keep the same phone #, but it could not be done until Monday 6/25/2018. on Monday 6/25 I received a phone call from CenturyLink to change the phone # over. On Tuesday 6/26 I received another phone call from CenturyLink, Brenna, to transfer over the phone # again, at that time I explained that I had already done the transfer. I was told that this needed to be done again. Saturday came around and the current service, Direct TV, was shutoff. A technician from Direct TV was scheduled between 8 am and 12 pm, but never called or showed up. I called CenturyLink at 11:45 am and talked to Oscar about the problem. Oscar said he needed to look into the problem and would call me back. At 3:45 pm I called CenturyLink again and talked to Carlos, CARLOS said I did not have an account, I repeatedly asked CARLOS to speak to a supervisor at which time CARLOS HUNG UP THE PHONE ON ME!!!!!!!!!!!!!!!!!!!! I still can NOT believe a customer service rep would hang up on a customer. I called back again and CARLOS answered the phone, I asked why he hung up on me and he said “it was not him there are several Carlos's working at the call center and it was probably the Carlos sitting next to him”. At that point CARLOS put me on hold for a supervisor. I spoke to Tony who looked into the problem, Tony said he would call me on Monday 6/2/2018, It is now 11:30 pm on Tuesday 6/3 and I still have not heard back from Oscar or Tony. I have no TV service, which I paid some kind of tax on and I have no idea what is going on. I called again at 11:30 and spoke with Irene, she stated, with no feeling how bad this experience has been, that the proper procedure was followed by CenturyLink. That Direct TV is on hold and she would connect me to Direct TV to find out why they did not show up. I asked to speak to her supervisor, she said she would connect me to the retention dept. and the phone hung up.

THIS HAS BEEN ONE OF THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD, I BELIEVE EVERY SHOULD KNOW ABOUT IT!

I moved from *** to ***. During that move, I cancelled my Prism Tv service and returned the equipment. I have now received a bill saying that the equipment was not returned which is not correct. My centurylink account number is ***, prism account is ***.