Lumen Technologies

We have now called CenturyLink twice to come out to install internet service at our house. Both times, on the date of supposed install, the technician has failed to show or even call to say that they aren't coming. Also on both occasions, my husband and I have called multiple times throughout the day to inquire what is going on with the install. For example, today (date of second attempt at install) between the both of us we called five times and it was not until the last call (placed at 4:56pm when install was supposedly to occur between 9am and 1pm) where I found out we hadn't been scheduled a technician due to an outlying issue.

This type of customer service is completely reprehensible. The fact that this has now happened twice is even worse. The first time I called (in April) I was scolded by a customer service representative for not calling earlier, when we had in fact called multiple times throughout the day but apparently no one had even tried to research the problem. One thing they made sure to do on each call was to sell us additional services (TV and phone landline) that we don't require even after stating each time that we were not interested.

This has cost our family work hours that we could have added to our income. This is affecting quality of life. I do not like staying home on my few days off to be waiting for a technician not to show when time could be spent with the family away from the home. This is disheartening and frustrating.

My credit has now unnecessarily been run twice, which damages it overall.

Based on my experience, CenturyLink is definitely in violation of the agreement made with the Alabama Attorney General's office. In the past year, I have experienced bills regarding my Internet service for periods where I was not even being served by them and bills SUBSTANTIALLY higher than what I was quoted. Since they offer phone service in many areas, I do not understand why the FAA does not take action against them.

Century Link is billing me for service and I equipment I never turned on or used. I never switched to them and can prove that I have had consistent service from
Optimum. I explained this to them countless times and now I am received a letter from a collection agency. I never used their service - not one day and I never used their modem. They sent me a box and I didn’t even open. It. I sent t it right back. They need to figure this out and leave me alone. I don’t want my credit ruined because they lack customer service and organization

I called Centurylink to discuss my account with them and they offered to bundle their services with Directv and receive one bill for both services. The price for both services was agreed over the phone and that price was $95 including tax. The bill I received from Centurylink was well above that price and this issue has been going on since November of 2017. I have called at least 5-6 times and I just get the round around. I've spoken with the regular agents, their escalation department, and superviors but can't get any resolution. The two times I called they were supposed to listen to the original call from November 2017 and I can't get an answer if they actually have listened to the call. The regular agents did state there are comments in the account regarding a price of $95 plus tax for both services which I would be willing to pay but they won't adjust the bill or the account. Today I called and was hold while Centurylink was reviewing my account and without notice I was transferred to Directv and they advised I have to speak with Centurylink. I don't know what else to do since I can't get any information from Centurylink regarding adjusting the bill. It seems they are not taking responsibility for what their agent offered and I want agreed to over the phone, they keep deflecting the problem to Directv but it was Centurylink that quoted me the price and initiated the Directv account. I have been paying $109 a month to Centurylink to show good faith and demonstrate I am nit trying to get free services but at this time I am truly disappointed with their customer service and I just wish I never agreed to the bundle. Before the bundle I did not have any complaint with their servies but now it is a complete 180. All I am looking for is to have the bundle at the price that was quoted to me over the phone or if at all possible cancel the bundle entirely. I can't cancel the bundle myself because Directv will want to charge a cancellation fee. Today I called Centurylink and was transferred to the escalation department and spoke with Natalie and she advised me Century will not modify a price that was misquoted by one of their agents and I could continue paying for their services or cancel and they will nit help me correct the issue with Directv. If you can please help me get the price I was quoted by Centurylink fir the bundle service of $95 it would be amazing, thank you

Upon installation I ordered one modem. I received two in the mail. I called Century Link and was informed they would send me a return label in 7-10 business days. Over the weekend I saw my pending bill included the charge for two modems. ($100 Each) I called Century Link to ask why I was being charged for an item I did not order. I was informed until the item was returned the charge would remain. I was informed I could print off a return label on line for faster service. I tried that address and received an error message that service was no longer available. I call Century Link again and asked for the return address to return it at my expense and was informed they did not give out that information. After I requested a supervisor I was given an address of 3500 B Sumner Way, New Century, Kansas, 66031. I went to the Postal Service and was informed that was an invalid address. My perusal of internet reviews revealed this is not an isolated event concerning returns to Century Link. I did as requested before I initiated this complaint and contacted Century Link again and even though the number was different it was routed to the same calling center. The individual refused to allow me to talk to a supervisor without providing contact information. When I did I was informed I would have to call a different number. My patience has vanished as it would appear Century Link is not interested in resolving complaints.

VDOT was working on the road today and cut through my phone line. I called CenturyLink after VDOT had completed their work to open a ticket to repair the line. After 40 minutes with three different people and being put on hold with each one the last person disconnected me. All three have both the home number and cell number and nobody called me back. Each asked for a password that my father had setup. I don't know what it is and my father passed away two years ago this past February. All I'm trying to do is open a ticket so CenturyLink can send a tech out to splice the cable and they refuse to open a call without a security code. It doesn't make sense to have to have a password to get a cable fixed.

Please forward this to CenturyLink and see if management can mange to get through their own beaurocracy to get my phone line repaired.

we ordered service with century link in February of 2018. we were lied to about the services that we wanted that century link told us we could have. after starting our contract with century link we were informed that no we could not bring our current phone number to century link. which keeping our number was the whole reason we switched to century link. on top of that, after our service was installed, our phone wires were left laying across our parking lot. I have contacted century link multiple times and have been given multiple dates that the problem would be resolved. it still has not been fixed. our phone lines are being driven over multiple times a day by trucks and trailers. we are a new small business and if we lose our phones we lose business. century link does not care. I personally spoke with the guys who installed our service last week. the guy asked me as soon as I walked up if anyone had ever come out to bury the lines. he laughed and said he would try to get something done. it still hasn't been fixed

Had a problem with Checking account information saved to my centurylink account online for bill payments, tried to make a payment only to have it returned by bank saying account does not exist. I had been using the stored payment information for over a year to pay my bills and never had a problem until now. This happened twice causing centurylink to place a hold on my account so I could not make payment using my checking account as is their policy for two payment returns. I called centurylink after the first one and the customer service agent could not tell me why it was returned so I went on line and tried to make another payment only to have it returned by the bank again, this time when I called customer service I was told it was returned both time as account does not exist. I asked the customer service agent if she could see my full account information to which she replied she could not but she said that her supervisor could so she put me on with her supervisor. The supervisor advised me that she could not see the whole account number just the last 4 numbers, she also said that they used to be able to see the entire account number but since all of the data breaches they had changed the system. However she said that she could count the number places and I could count how many numbers there were in my bank account number and if there were more or less we would know what the problem was. Centurylink ended up having an extra number, so the supervisor unlocked the account for me and had me re-enter my account info and make a payment and she advised me that if it cleared everything would be okay but if it didn't the hold would go back on my account. The payment did clear but a few months later I had a payment returned for insufficient funds which was my fault so the hold was placed on my account again. I do not know how my checking account information got changed on the first two as I had been using the same information for over a year. I called centurylink again to see if they could remove the hold again I explained to the customer service agent what had happen the first 2 times and that I had never changed my checking account information and that I did not think the hold was justified. She responded by telling me that after the first 2 items were returned the hold was removed as a courtesy and when the 3rd item was returned the hold was put back on and would remain for a year and there was nothing I could do to get it removed. This agent treated me as though the whole thing were my fault and became very forward with me in reiterating that the hold would remain for 1 year. So after I hung up the phone I searched for Centurylink consumer affairs online to see if they could investigate the issue and see were the problem occurred. When they did get back to me they explained it the same way that the customer service agent had, after a little back and forth emailing they quit responding so I put in another online complaint and explained it in a different way and was given yet again the same answer, again after some back and forth they quit responding to my emails. So I then put in a third request to Centurylinks consumer affairs and explained in a very detailed way what had happened and what I wanted them to do to gain my satisfaction. I received and email saying they would look into the issue and would respond back that was over 2 months ago and I have not heard anything yet. The hold is due to be removed on the 24th of July.

Century link is the most incompetent internet service provider available today. They have scheduled 2 separate appointments with me and never showed up to either one. I call customer service and they tell me that no one is scheduled. They do not answer there phones and you wait for well over an hour to speak to anyone. WORST EVER!!

For nearly one month now, we've had spotty internet. We get full speed for a few hours, then wr get absolute zero for days. I've purchased new centurylink products at their request, modems, and scheduled technician visits to no avail. The last tech to come to our house didn't let us know *** had even been here. I contacted century link about this phantom tech. They advised the tech found and fixed my issue; however, my internet remains just as bad as ir was before. We've since been in contact with century link nearly every day since. Often, they say nothing is wrong. Other times they say we need another technician to come fix an unknown issue, despite one having just been here. These technicians never show. We're now told, yet again, to wait for a technician to arrive in three days time. In the meantime, they've completely shut off our internet access. There's not even a trickle. We contacted twitter support for more info and wr were told there's no other option than to wait. As decade-plus customers of this service, we're appalled by their lack of recent service and support.

Since Centurylink has taken over the phone system our service has degraded. We are unable to receive nor make calls on the line.We have complained several times and they send a tech out to check the lines .They can never find the problem.We have called so much that now they won't send anyone.Right now I can't get or make a call. The bill is always paid on time. My wife is disabled and I am an disabled Vietnam Vet. We need help with this problem.Please.

We have had internet/phone service interruption or quality issues since last September. And yet, they still take their money every month. We live in the mountains and it is the only provider available at this time. Customer service representatives are kind and understanding, out of all the technicians we've worked with only one treated us like we mattered. Still having trouble. Crossing our fingers that someone else comes to our community and we can cancel the big C.

I have tried 3 times to get my service. After sitting on the phone multiple times for over 1 hour on every call... I can’t believe they can stay in business with such Poor Service

Our organization tried to set up VoIP with CenturyLink last spring. After several visits by techs, the service was never made to work for us, so I contacted our customer service rep and returned all of the equipment they had installed, per their instructions in December 2017. In January, we started getting invoiced for the VoIP service. We get our regular phone and internet through CenturyLink, at the same location, and we are invoiced for that as well. The customer service reps claim that service was, in fact, set up, and that we are receiving it. We do pay for the service that we receive (regular landline and internet).

The process to initiate and track this service was made even more difficult by the number of contractors (more than 10) I was referred to, the complete lack of communication between internal employees, constant use of ridiculously technical jargon, and the lack of follow up of any kind. The invoice itself is accessed through a byzantine website for which a special login has to be created, and displays no actual usage.

My original date for installation was May 29, that appointment was cancelled and I never received a call or email or any sort of notification so I had someone waiting at my house for over 5 hours while no one showed up. I called that night and they shipped me a self installation box so that I would not have to be there when the technician came out the activation letter stated it would be hooked up on may 30 that appointment was cancelled and again I was never told about it. It was rescheduled to June 1, which again was cancelled and never told about. Then it was rescheduled to June 7 and that appointment no one ever showed up to. I have called customer service and spoken to a supervisor who told me there was nothing they could do so I escalated it again and was told a higher manager would call me between 24-48 hours, that was over a week ago. I work from home and rely on internet, this is now putting me out of work for over a month since they are telling me there is no possible way to get me in before June 22.

We made agreement with CenturyLink on their small business basic bundle on Feb. 16
Dec.16 we noticed that they were charged us more than we agreed (more or less $10/month).
Contacted CenturyLink (by phone and took hours and hours ), Warned them than they reduced the monthly amount but refused to pay back over charges.
They billed reduced / actual amount 2 months only and on Feb.18 they send $ 10.99 balance bill and over charged began.
We send email on 04.24.18 and warned them for over charged, they replied 04.25.18 that it can be discussed by phone only.
on 04.26 we send another email explaining that we don't have time to discuss the issue by phone and ask their reply by email,
no response we warned them again by email on 05.07.18 but still nothing received.
All over charges has been paid by us carelessly, trusting the company but they don't care for customers complains and assume they don' want to give written evidence to their customers as well.
(Now we are thinking to switch another co.)
Ps. last 2 bills were $ 155

regards

Approximately 14 days ago I contacted CenturyLink as my promotional rate was ending. I was offered a plan that was unlimited for life for $9 less per month after being transferred to the customer loyalty department. Today I received a notice stating my new plan was more than $10 additional dollar per month. This is different from what was offered on the phone two weeks ago. I have also called three times over two years to receive a bundle discount with ***. Each time I am told it is still pending, and last call I was told they have never seen this error before and there was nothing they could do. I was also transferred three times during that 50 minute phone call. I cannot receive a discount that is openly advertised by Centurylink, and my agreement two weeks ago was a clear bait and switch that went from $9 less per month to more than $10 additional that represents over $200 per year in additional charges. I have sent in two requests for a call from customer service and have never been contacted in return.

I have contacted their customer service, billing department and headquarters with regards to payments that were deducted from my bank account and were never recorded in their system. I have sent them my bank statements showing the amounts deduced, but have had no success in resolving these problems. It is extremely frustrating that payments were taken from my account from Centurylink and somehow never recorded as being made. I did not research back past a year so I am not sure how long this has been going on. I have accrued late charges due to the amounts not being recorded. I want resolution with this matter and my 3 attempts have failed.

We had nothing but problems with CenturyLink from the time we agreed to switch our internet services from our provider at the time. At the time the representative was "selling" us on switching to CenturyLink, they contacted the main office to be sure fiber optic services were available in our area. After a lengthy process, the main office assured them that it was. With this information, we agreed to switch our services. After agreeing, we set up an appointment for installation. The day came for the appointment and the technician didn't show up. This process of the technician not showing, happened three times. Finally on the fourth attempt, he showed.

Ater a few days, our internet service was awful so I called to be sure we were given the correct fiber optic service. At that time, I was told fiber optic isn't available in our area. I explained what had happed during the initial set up and was told there was nothing they could do that it wasn't available. So, we suffered with awful internet for the next several months. Finally, we couldn't do it anymore, nothing would load, we were unable to basically use any of our computers.

When I called to cancel, I explained to the person why I was cancelling. They basically acted like they didn't care, and tried repeatedly to get me to stay with them. Then they said there would be a fee for cancelling early. I went through the whole situation with them and explained I didn't believe I should have to pay for cancelling since the reason I was cancelling early was because I didn't receive the services I was promised. They didn't care. I asked to speak to a supervisor and was told there wasn't one available. I was offered no further avenue for resolution.

The phone and internet service in the canyon I live in goes out almost once every two months...for everyone! I've been trying to deal with Centurylink for YEARS and I've come across some that respond and many that do not. There have been two natural disasters in the canyon in the last 8 years and it's imperative that we have reliable service.

Lately the service has been out several times each week. Sometimes I have service and my immediate neighbor has to use my phone because she doesn' *** never consistent. Each time the service goes out I have to go down to town (30 minutes away) and try to contact a repair person or anyone to help. I know that many that live in Fourmile are doing the same thing.

I've chatted with Centuryllink, I've called them, I've emailed them, I've filled out surveys and NOTHING seems to get across to them that they need to provide the service I am paying A LOT for. They require that I REQUEST a discount on my bill when they should have the ability to see that there's an issue and automatically issue a credit.
They absolutely ARE NOT providing the service I am paying for.