Lumen Technologies

Aside from the sales department, nothing about CenturyLink functions: it's virtually impossible to get technical issues resolved, and even if you can get someone (after many hours) to make a service appointment, some entity at CenturyLink will cancel the appt with notifying you. Even cancelling service will require hours of your time. All around, this has to be the worst company I've ever dealt with.

I have been on the phone on hold at Century Link for three hours trying to discintinue my service.

I need help

Problem with internet service. Frequently encounter "DNS_PROBE_FINISHED_NXDOMAIN" error when trying to access a website I need for school. I have contacted CenturyLink for 3 weeks now regarding the issue and nothing has been done. I requested a technician come to physically inspect the modem and attempt a fix. The repair technician never arrived on the agreed upon date and time. I continue to be charged for subpar internet service.

I called customer service on 7/22/2020 phone number called ***, offer was $49.00 per month, up to 60 Mbps, no contract,they requested my social and other info to set up the account at my home address on ***, Kingwood TX 77339. Rep confirmed my account was set up and was given an install date of 7/30.

7/23/2020 I received an email notice regarding my account ending in: *** (full account number not listed), confirmation number# 1***, Contact number listed ***, further down another number was listed 800-201-4099.

I called on 7/27/2020 to make sure the modem was on the way before the 30th. Customer service rep confirm modem was on the way and would arrive before the 30th. 7/28/202 I received an email that the equipment has been shipped, scheduled to arrived 7/30/2020.

7/29/2020 Received an email reminding me of my internet activation on 7/30/2020. Reference account number ending in *** (not the full account number).

*7/30/2020 received modem @3:19pm
*7/30/2020 received an email at 5:51pm thanking me foe choosing/welcome CenturyLink, Confirmed my address, order date of 7/22, Order number: ***, Acct# ***, Reference number: *** installation date of 7/30/2020.
*7/30/2020 *8:35pm I unboxed the modem to self set up the modem for the internet. Made several attempts with my phone using the CenturyLink app as well as attempted to activate via my personal computer, No success! so I proceeded to make calls to customer service. Called 800-201-4099, spoke with the first representative who kept asking for my CenturyLink phone number and I confirmed I don't have a phone with the company and provided my cell which is what I provided when I set up the account. Provided the account number, confirmation number, and reference number, Originally I was told there wasn't an account for me, then I was told my install date had been changed to 8/12/202. I asked why and I couldn't get an answer, I explained the internet was a necessity for my family so being my kid needed it for school. Due to COVID19 all students are learning from home, Note I cancelled my current service to go with CenturyLink for the lower rate, understanding I wouldn't go past 7/30/2020 for service. I spent an 58min with the rep and was put on hold once I requested a supervisor, then the call hung up. I called back explained again why I was calling and they couldn't verify under my cell and said couldn't find my account. Requested a supervisor again and no resolution, only this time I was told to call during business hour to get customer support.
*7/31/2020 @11:24am received an email with my name listed as the customer informing me that they were unable to reach me so my account was put on hold. Number listed to call was 800-201-4099
*7/31/2020 @9:20am, called again 800-201-4099, held the phone over an hour and I hung up. I called again at 1pm, on hold for 25min and I hung up. Called again at 10:20pm spoke with Maria, explained the same situation and tried to get answers why my install date changed "without notification". Requested a supervisor held the phone until 10:49pm then someone hung up. Called back and got ***, (not sure if that's the correct spelling), she explained my new install date is 8/12 and that's all the information she has, again requested a supervisor, I was on hold for 20min, during this time I could hear someone pick up and when I would say hello, I was placed back on hold. 20min later a woman by the name of *** got on the line and explained there was nothing she could do and I needed to contact customer support on Monday (which means I will have to go through the weekend without internet service. I explained my security cameras wont work without internet and my child wont be able to study or work on assignments. She repeated that I needed to call customer support M-F 8am-6pm 800-244-1111, 41min later no resolution. I told her that's not acceptable and understand the COVID19 crisis our kids need the internet for school. Again no one was able to locate my account or give me answers. Extremely frustrated and concerned because my child doesn't have internet for school.

8/3/2020 @8:17am called 800-244-1111 long hold, called 866-541-3322, finally got through ton ***, she told me I needed tech support. I was put on hold and got F at 9:30am. Explained my situation again and and she wasn't able to help me I again requested a supervisor. F didn't connect me to a supervisor she indicated again there was nothing she could do and I needed customer support. I requested the supervisor's name and I was told her name was *** (she never got on the phone). After this I hung up. called back @10:15am long wait so I hung up. Called again and this time I connected to new service (866-862-9343) and spoke with J @10:30am, he said he could't help after I again explained my sitution and called multiple numbers, he the told me to call 866-590-5418.
8/11/2020 @1:46pm, I called 800-471-2658 long wait and hung up after holding for 30min.
8/12/2020 called at 8:56am 800-471-2658 & 877-290-5458 recording said hold time more that 56min, I hung up.
8/12/2020 @9:10am 877-862-9343 connected to new service because the wait time was only 2min. Spoke with ***, Explained my situation. She apologized and said there was nothing she can do, I explained the only quick way through is new service but new service can't give me any information. I explained today is the 12th and service was to be installed today, could she confirm, She said "that's above my pay grade". I requested a supervisor and of course again I was placed on hold and eventually disconnected. At this point I'm trying to locate a local office. Kingwood/Porter location must just be for tech because the building is fenced off, and the the 2nd location off of North Freeway, I didn't bother to drive to that location because it wasn't convenient. Last and final attempt I called the number listed n the box that the modem came in 877-290-5458, recording indicated this number will be disconnected and please dial 800-201-4099 in the future.
Please note during this time I had to take my child to work with me so she could have internet, in order to do her online learning.
8/13/2020 I called my previous company that I cancelled to go with CenturyLink, and requested Internet service only.
as of 8/30/2020 @11:38pm, I have not heard back from CenturyLink via phone nor have I received any email communication since 7/31/2020.

I'm still owed a refund of $50.00. I was asked to pay a deposit of $50 when ordering internet service 07/13/20. Order number ***, ***. I was sent a modem, but it couldn't connect. A technician was scheduled with the window being ALL DAY. The technician never showed up or contacted me. This happened again two more times. I requested to send the modem back and cancel service, which I never had. I'll attach a receipt of the returned faulty modem. Hold times when calling this company are extremely long with annoying music. I had requested to speak to a manger to obtain a confirmation number of my cancellation, but instead was put on hold for about an hour then cut off.

On June 30, 2020 a construction company severed my buried telephone line when CenturyLink failed to mark the line location. On July 1 I contacted Century Link to report the problem and was connected to a foreign answering service. I requested a US representative and a US phone number and was refused. I was told the severed line would be repaired in a week. When that did not happen I called again and explained that the construction company still had the ditch open for laying a water line and it would be real easy to splice the severed line. I was told it would be fixed within a week. My neighbor also had their line severed and was told it would be months before it could be fixed. After the third fixing appointment failed to materialize the town officials of Carbonado got involved and the repair was finally done on July 30 or July 31. I was without phone and internet for one month, which cost me a lot of money including losing $500 because I could not verify lodging I had paid for. I contacted CenturyLink by letter at their corporate address and suggested they grant me two months of free service to compensate me for their incompetence. They refused but did give me a credit of $121.41 for the month of July where I had no service. Part of the incompetence of CenturyLink is using foreign telephone spokespersons. They simply complete forms because no one for the first three weeks of inquiry knew that the severed phone line was buried. Once a representative was on location and I explained what needed to be done the job was done. CenturyLink appears to be the most incompetent company regarding customer service that I have ever encountered, and the main reason is they do not use US based phone answering folks.

My mom was placed in a nursing home in June 2020. I have been trying to close her Century Link land line account since the beginning of August (I have her power of atty). I have tried to discontinue service multiple times. I have called 1-800-244-1111 multiple times to no avail. I tried to use their chat and it just tells me to call the phone number. On 8/3/2020, I called was transferred to the "discontinue service" option, placed on hold, and then hung up on FIVE TIMES. On 8/7/2020, I called again. Same thing. I only attempted calling twice. On 8/17/2020, I called again. Hung up on again. Today, 8/31/2020, I have been on hold for 40 minutes (as I write this) with still no answer. The live-chat feature has told me twice I need to call the 1-800-244-1111 number.

They are a phone and internet company. If they are having issues with calls being dropped, then they need to tell people. But the way it feels is that by continually hanging up on their customers that are trying to disconnect services, they are trying to charge them for services they were trying to cancel. This is wrong on so many levels. I'm stressed enough as is, it should not take me 4 different days to do this. And multiple hangs up.

have had internet issues off and on over the 19 years we had them. this past week was promised a c4000 modem and I was charged extra to overnight it. next day came and went with no modem. called the next morning and was told we never overnight anything. was also told my modem had not even shipped (this was a friday) and it would be monday earliest before receiving it. funny thing, it showed up saturday no less. so, no overnight shipping???? open the box and it was not even the modem they promised to ship. it was the c3000. I installed it anyway, surely better than my c2000. IT WASNT!! only 1mbps speed at best. reinstalled the c2000 and it went up to 35 mbps.
circa to today. I called to disconnect. ive had it! told me I could not cancel until the mid of september, end of billing cycle. told them I did not want to wait and pay for something that is useless lately and since I hired another isp I wont need their service. I was told that is the way it is. and I have to pay a disconnect fee and I have to go to their website and print out the return labels to return the leased equipment. some customer service start to finish!!
after cooling off a bit, I have decided to call them back. this is not right! ive now been on hold for 32 minutes and 48 seconds. have not spoken to a person in that time. if I could give zero stars I would.
if you are in the north dallas area and you have to choose between centurylink or any other company....id advise you choose ANY other company.

I have called them multiple times for 3 days. I am put on hold and no one answers. I have called every phone number listed on bill and listed on the internet. I even called the number on Revdex.com website that says C L. requests that we call this # before filing a complaint. It is the same automated voice mail. I want to cancel my service because I am moving to *** where they do not provide service. I have tried their chat online, they give me the #*** where it is automated voice mail where I am on hold for over 1 hour. One time a recording said they would call me back at certain time. They did but I was again put on hold and none ever answered. I do not know what to do. I am going to pay bill due on September 4th but am moving soon. I do not want to be charged for services after September 10th. I only have DSL internet, no cable. I do not think I should have to pat for termination because they do not provide services where I am mpving.

Do not use Century Link for any service. They do not provide repair service when it’s scheduled; repairmen lie when they say they have ordered your equipment and it never comes then you have to try to speak with a live person on their impossible recordings. They schedule then cancel services without your knowledge. Worse company I have ever had to deal with.

We have been paying for 12Mbps internet service for years. Since March we have been averaging .2Mbps, less than 2% of what we are paying for. We have contacted CL at least a dozen times and have been told several times we need a new modem; we ordered twice from them and they never shipped it. We were then told we had to upgrade service to get a new modem. Calling back, we were told that was not true and we didn't even need a new modem. Another call and the tech support verified the bad service, could not find the problem and ordered a tech service person to come to our house in a given time window. The rep never showed up, When we checked with Century Link on the Tech rep, we were told that the work order had been closed out because the rep could find no problem - and he had never even shown up! We have been misled and lied to, not helped and not provided the service we are paying for.

I have been at my current address since May 29, 2019 but CenturyLink still has not changed my service address and I have contacted them several times. How can they install my service, but don't know my correct address? I have had nothing but problems with this internet since I been at this location; maybe, it's because they don't have my records correct. All this time, I did not pay attention to my billing address but went to change it from my PO Box earlier this morning, and saw online they had my service address still at my previous address!! What kind of mess is that? I want CenturyLink to change my service address to the correct one, and separate my bill from Directv; I bundled my services when I moved but now I want to unbundle them. CenturyLink is a horrible company and I will be changing ASAP!!

I have been a customer of Century Link for years. Have not had a problem until this year. They decided to raise my internet price while my service has decreased significantly. I have tried calling and emailing Century Link, only to be given no attention and no solution. I changed my plan and I was promised an amount of upload and download speed with my new plan that has not occurred. I am working from home. I am frustrated. I am paying for a service that is NOT being provided!!

My husband and I have spent countless hours trying to either get through to a human to speak to or trying to get directed to the "correct" person to cancel our service. We moved over a week ago and have been trying to cancel since BEFORE our closing date. After spending two hours on the phone with a customer service rep they told me there was a problem with her system and that she couldn't complete the cancellation. She told me that I would receive a call back from someone who COULD handle it. Call never happened. The next person I spoke to simply told me he couldn't hear me even though he answered all of the questions I asked like "can you understand me?". After spending a total of 4 days with no response on their behalf my husband called, waited two hours on hold and then the girl who answered the phone hung up on him. We can't cancel online. We can't cancel through our app. The first girl I spoke to said I could "hope the new homeowners signed up for their service and then ours would be closed". No. I'm not going to CHANCE it and hope for the best. Absolutely not. The WORST customer service. I will not recommend them to ANYONE.

I cannot believe the pure evilness that I just experienced from CenturyLink. I work from home so this is my livelihood, both of the reps that I speak of knew this. My internet went out on Friday during work. I call CenturyLink and waste an hour and a half troubleshooting. She tells me a technician will be out on Tuesday. I call Saturday to see if there is by chance an opening and I find out no appointment was ever set. The rep that I talk to on Saturday tells me the lady on Friday should have given me a ticket number. She then gives me a ticket number and tells me a technician will be out on Sunday. I'm happy as could be. I call back again on Saturday just to double check, only to discover no appointment is set AGAIN! She had the gall to give me a fake ticket number!!!! Finally the second rep on Saturday sends me a confirmation email for Wednesday. Both of these reps could feel the desperation in my voice. I don't know if this is company policy or just two horrid people. I've worked in many call centers throughout my life. This is a level of diabolical evilness that I do not understand.

June 25 landline service dead on 30 a phone repart text came phone on. But a annoying ticking ,the phone company put in new lines they say it's a electric fence they say cant fix I call puco man at puco say cant help u there solution was have farmer to weed eat his fence ha ha right . My solution is check for a live wire not grounded but it must cost to much to make folks come back n fix their mistake. Now almost Sept n my phone is still ticking , to beat all they raised my Bill 2.00 I guess they r charging me for entertainment.

When I called in early August and told the Representative that I would be disconnecting and moving on August 12th, they promised that they would mail me a return label for my modem/router.
4 weeks later I have not received. I called another Rep (***) on August 28th and he said that he was not able to email the label to me. He also confirmed that I would get charged hundreds of dollars if it was not returned by September 12th.
Also, I paid the FULL bill through August 20th and I was told that I would not be receiving a refund for the 8 days that I did not have service.

Our internet connection has been terrible for months. The connection flickers off frequently making everything difficult. Centurylink sent out a tech to us back in March that switched out the modem and said that should help. It got a little bit better, but never fixed the problem. We have it some time, but eventually it just got worse again. I contacted Centurylink multiple times. They sent 3 separate techs to our house, all of which confirmed the problem was in the wiring running to the house that was old and patched, not a problem in the house. Each time I contacted Centurylink and told them their tech had already said it was the lines and they just needed to be replaced, they didn't believe me and sent another tech. Finally I was told that if they sent another tech to us, they would start charging me for each visit so I don't even know if I should complain any more. This has been a problem for months now and they have simply refused to fix the problem.

Legal Department,

I am a victim of identity- theft, I am writing to request that you block all the following fraudulent accounts in my files with ***, ***, and ***. This information does not relate to any transactions I made. I did not authorize anyone to use my personal information. I hereby exercise my legal rights enacted by *** and ***, which explicitly states when a victim files an affidavit it shall be honored by all credit bureaus and all fraudulent information must be blocked within 4 days and proper notification shall be given to all furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. Failure to comply shall lead to complaints being filed with The Revdex.com, ***, and *** with legal action of your company’s unlawful collection practices, misrepresentation of reporting inaccurate debts, and noncompliance to adhere to laws enacted to help who are victims of identity-theft. I request that an extend fraud alert be placed in my file explaining that fraudulent applications may be submitted in my name. Do not extend credit without first contacting me personally and verifying all applications.

The below-listed accounts by the Original Creditors, who have reported these accounts within my credit reports, were not opened by me. I also did not give my authorization for anyone else to open these accounts. Someone else of who did these that I did not know.

Policy states….

According to the Fair Credit Reporting Act “FCRA” 611 (15 U.S.C 1681), Procedure In Case of Disputed Accuracy….

(a) Reinvestigation

(1) Reinvestigation

(a) In general. Subject to Subsection (f), if the completeness or accuracy of any item of information contained in a consumer’s file at a consumer agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph (5), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller.

Therefore, my position is being clearly stated, these accounts do not belong to me, meaning that you are reporting inaccurate account information within my credit file. The fact that these are inaccurate account information means that you, this credit-reporting agency, are reporting incorrect accounts.

Finally, you are reporting the INQUIRIES that are the result of the same type of fraudulent activities.

It must be noted that I did not apply for credit accounts with the below-listed companies and creditors, some of these are the result of attempts to open accounts, but the companies did not approve the accounts. Therefore, these inquiries must be deleted from within my credit file. You cannot delete the fraudulently opened accounts without also deleting the fraudulent inquiries.

It should be noted that an inquiry that was not made by me is not a factual record, just as a fraudulently opened account is not a factual record and not referred to the creditor to be disputed directly with them. The credit reporting agencies have attempted to address an inquiry as a factual record of file access, but if it was done through fraudulent means, it is not a factual record. As a consumer I should not be required to dispute each fraudulent inquiry directly with each company. These inquiries are the result of fraudulent activity and therefore, inaccurate in which the credit reporting agencies or the creditors cannot verify, meaning that these inquiries are unverifiable information and must be deleted from out go my credit files.

1. Identity Theft
CENTURYLINK
Date of inquiry: 12/29/2018
This is not mine.
I am well aware of my rights as a consumer. The Fair Credit Reporting Act requires that you, the credit-reporting agency report accurate and/or correct account information within my credit file. My credit issues are very specific, these accounts and/or items do not belong to me. This means that you are reporting incorrect account information within my credit report. It is this in mind that I request that these listed accounts and items be Blocked and Deleted.

According to the Fair Credit Reporting Act “FCRA”, Section 1681c (2) Block of information resulting from identity-theft.

1.Block. Except as otherwise provided in this section, a consumer reporting shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity-theft, not later than four (4) business days after the date receipt by such agency of…

1. Appropriate proof of identity of the consumer;

2. A copy of an identity theft report

3. The identification of such information by the consumer; and

4. A statement by the consumer that the information relating to the transaction by the consumer.

I have provided all of the above listed four (4) items within this package. Therefore, I expect these listed accounts to be deleted and blocked within (4) business days. This is clearly an identity theft issue. I am also entitled to receive a free copy of my credit report, so I am requesting a free credit report and that all of these accounts, public records items, and inquiries be permanently blocked and deleted.

Enclosures: Identity Theft Report

Proof of Identity

Copy of Account Statement showing Fraudulent Items

*** Notice to Furnishers

I had this company for internet because it was the only option at my apartment complex. I will never use this company again if I can help it. I called on 7/10 to cancel my service effective 7/20. On 7/20 the service didn't get cancelled and I had to call again. Then even though the service was supposed to be cancelled I was still getting charged. I called again to find out they have two sides of the system and it was only cancelled on one. They make it impossible to cancel and I never want to be a customer of this company ever again as they are incompetent.