Lumen Technologies

This is the worst company I have ever dealt with and at the very least they have questionable tactics and practices.
I signed up online for services and purchased their modem. Later I received an email with a date internet would be "active". That date came and went with no modem so I called the company. They apologized and stated they would send modem right away but that my services were active so as soon I received modem I could hook it up (after 8pm) and would be good to go. The modem arrived two days later and when we hooked everything up, it did not work. I called the company that evening and after a lengthy (at least 2 hour call and many transfers to other departments) I was told I was on the pre pay account and no one I had been talking with could help me after hours. Next day I called customer service (again a 2 hour phone call and many transfers) That day I was told my account was pending and they had no idea why. I was to have service that evening (again after 8pm). No service on 3rd of 4th days either and by making me wait so late to test modem, no one in customer service was available to assist me. Next call on the following day, indeed my hold was lifted I was told and would have service immediately. Drove home at lunch to test and still nothing. Called them back and they made an appointment to send a technician out. Two days later I had not heard from them or the tech. The following day my neighbor came over with a card the tech had left on their door stating all connections were fine. The tech had gone to the wrong house. Call #8-I told them they had gone to the wrong house, another at least 2 hour conversation later they said it didn't matter about tech as my account had a hold pending on it and they would correct right away. Two weeks of this and I called to cancel service and send modem back. Randomly check my bank account and find Centurylink had taken out the initial payment of modem ($100) first month service ($45) and charged for month of service I had not received! Multiple calls and emails back to them to finally receive the refund for each month service. One month later I am still awaiting refund for modem they say they never received. I copied the UPS tracking number and printed the proof of receipt. Currently on the phone with them for one hour and a half and have spoken with three people so far. I am not sure where to go from here but plan to fight to the death over this refund mostly on principle at this point. I would give this company the worst rating available.

We currently use Century Link for our internet service. It is one of the most expensive rates for 40Mbps, but the hassle of changing companies every year is tiring. Their customer service is not engaging and they don't even remember your name or account info as they pass you along through their system. When you ask a question about their services, they offer you more services than your initial inquiry...not listening to the customer at all.
As we got down to the rates for service, they will quote you the base rate...$55 for life for 40Mbps. When I ask about that rate being before or after tax, they state it will be $55 for life. When the terms come across, taxes will change the cost of services. This defeats the purpose of a service telling you what you will be all in at a monthly rate. Too many surprises and they will not work with you no matter how long a customer. Make internet a public utility!

CenturyLink continued to bill me 6 months after they removed their equiptment from my house and never sent me an actual bill. Because I had no bills to notify me that they wished to receive more money, I didn't pay which caused my credit to become tarnished. I was informed three times prior to this from Centurylink representatives that I was paying my final bill and there would be no further charges.

We cancelled our account in February, or at least we were the impression that we cancelled. Apparently there was miscommunication and we kept getting charged from February, March, and in April. After calling them repeatedly and going through the same conversation over and over again, I was told that the problem would be rectified and that they were sorry. Received the new bill, but was only credited a part of April. I have never dealt with a company like Centurylink before; constantly being transferred, continually repeating myself to each representative, and being lied to that the problem would be fixed is just a few things that I have to deal with.

I have been a customer since April 2016 and after the first 12 months was told I was not under contract for cable tv nor would I agree to a contract. Called in November to sign up for lifetime internet and purchase the internet router equipment and confirmed that I was month to month. After cancelling the cable service I have received billing info and found out that I had been signed up for a 24 MONTH cable package and now owed a termination fee. I never agreed to any contract as I knew I would be cancelling in the spring of 2018.
I am a detailed person who listens to the whole legal descriptions when they are given and would never have signed up for any contract for cable knowing I was seasonal in that house address

On Dec 2014 I moved into a rental house located at ***. I contacted Century Link for what I believe was TV and internet. On July 21st 2015 I purchased a home in the same community but since I was now paying for HOA I became aware that part of the HOA fees included basic TV or a credit toward Internet. For that reason I changed changed providers. In mid 2016 I received a collection call from Century Link asking for payment of on services at my old address that had occurred after I moved. I explained how I had cancel my service and the reason why but initially they try to tell me that maybe the service had stayed on behind. Then they try to tell me that I had moved the service but they could now tell me the new address where the service was been provided. I refused to tell them the new address until a couple of months when I gave it to a collection agency for them to send statements. I never received the statements but today someone attempted to contact me again asking for payment. I paid all of my bills until the very last payment, I have no collections on my credit report because I pay all of my bills and I don't want to have to pay for someone;s mistake for a service that I did not receive specially when I was receiving the same service from someone else at at different location.

I have my internet and TV service through Centurylink. I have had repeated times when my internet and TV have been down. The number of days varies - at this time it has been down since Friday May 4th and will not be fixed until Tuesday May 8th. This has happened more times than I can remember. It is becoming extremely frustrating. The last time a repairman came out he stated that the issue is with Centurylinks line and some connector down the street from me. He said as long as they fail to address that I am going to have issues. He also said that they have had such a horrible time with their Prism system that they are switching their TV provider to Direct TV. I called to address my issues as I always do but asked if it would be possible to get out of my current contract (up in 2019) d/t the repeated lack of service and need for "repairs". They denied that there was anything wrong with the connector and that they have had no issues with Prism but were able to get a better deal with Direct TV. When I asked they did give me a $40.00 credit for the time my system has been down. They also offered me to transfer my service to Direct TV which would involve another 2 year contract with them which I am not willing to do considering the poor customer service I repeated get with their provider. If I was to stop my current contract I would be penalized. This has gotten ridiculous and I am so sick of the repeated failures in their system and being without any TV or internet. I have also learned that the discounts I had had previously have expired and Centurylink will not be honoring them any longer, increasing my monthly charge substantially

I cancelled my internet and home phone services on 4/5/18 and kept my number with my new provider. Somehow there were charges that occurred AFTER the date I cancelled services possibly due to the number being transported to the new service provider. When I received a bill for about $30 I called and spoke to a representative who said she would fix the billing error and I would not owe CenturyLink anything. When confirming the account with that rep I learned the account number was not the same as the one I've had for almost 5 years, as well as the email linked to the account and the security questions that was all fraudulently set up by a CenturyLink employee. The only information that matched was the billing name and address. Fast forward 3 weeks later I receive another bill for $1.30. Now when calling & speaking to a supervisor in the billing dept they wont even give me information or even offer to help resolve the issue with the account even though there are TONS of notes about the last call that was handled. I was told I need to chat ith a rep online. So far they are refusing to fix a fraudulent charge and wont even offer a solution since I can not provide the secure answers to questions that were not asked to me to being with.

Liars. They promised a ton of crap that they did not deliver on. They showed up late for appointments, didn't actually fix issues they said they resolved. When I went to cancel my service with them I was told that I would not be charged an early cancelation fee due to the *** that I had gone through with them for months. I received a bill saying I owed $1242.20 for early cancellation a month later. I called up and was on the phone with Catherine Duke Employee ID. I spent nearly 2.5 hours on the phone getting this all figured out. At the end of the call I paid $596 for various charges but the remainder I was told would be waived due to my previous issues and the fact the my previous rep had told me I wouldn't have any cancellation charges. Sitting here on 5/14 I just got a bill threatening collections on the remainder that had been waived. I call them again. This time the Final Billing Department says that I still owe it and my waived charges had been reversed and I now owe $646.20 by May 22nd or I will be referred to collections. Liars Liars Liars. This is one of the most inept companies I have ever had the displeasure of working with. Slow internet, dropped calls, slow tech support, slow service techs, and now lies to back it all up with. Also they never called to tell me I still owed anything they just sent me a bill with a collections threat.

There is no other service available to me where I live. I have just started my own business and need a fax number hooked up. I was schedule 5/4/18 for this service to be hooked up. No show, no call. I called customer service and they were very nice and apologetic. They rescheduled me again for 5/11/18, again no show, no call. They scheduled me today. I called to make sure they were coming and customer service transferred me to technicians cell phone and I left a voicemail to call me to confirm service hook-up today. Again no show, no call. In talking to people about this I found out that everyone has problems with this.

On 12/04/2017, I canceled my service with CenturyLink while at a local hospital where my mother was having surgery. I did get a cancellation number and the CSR told me that I had a zero balance on my account and that she would be sending me out a return label for the MODEM and that it couldn't be returned without this. She told me that the return label had a code on it for returning MODEMs. I waited and waited, but I received no label. I again called CenturyLink and requested a return label, which I was told would be mailed out to me as soon as possible. Again, no label was mailed to me. Now I've been sent to a collection agency for a $208.53 bill. HELP

Have contacted centurylink , they keep charging me for a modem I have return 3 times have called and rep confirm modem was return , next month same issue call 4 times in one day rep just ignore and ended call ask to speak to sup , rep did not transfer me over but ended call wen I got with last rep said modem was not return and there charging me for it ,, advise to go tru notes and just acted like if im crazy. Went over bill but were not able to explain why they keep charging for the modem more than 3 times already ask to speak to sup one more time transfer call and never answer call ended beause I had reach the closing hours ,, more than one hor on the phone and no voicemail , or rep getting back to advise no one will be getting the call , have cancel and no one is able to find a note stating my cancellation

I wanted to take a moment to let you know how dissatisfied I am as a new CenturyLink customer. I have had nothing but an up and down experience with this company and I have not even been a customer for a month. Please note that the "ups" that I experienced with the company were only efforts by certain associates to resolve the "downs" that I experienced. I had a technician "no show" on me after I took time off work. The next technician had to ask me 'what exactly am I coming out for." And to top it off, I live in a condo complex and he ran a phone line over top of the building from the far end and drilled holes in the building to hang it up. Not to mention, your technician used some kind of hot gun glue to fill the hole outside! Poor work. You need to call me and have someone come out and take the phone line down. I got in trouble by the condo complex. What part of "neat" does your company not get? I was very specific in that I don't own this condo when I called to cancel. One of your retention minions did their scripted retention effort and convinced me to stay with your company and to have a phone line installed. What a mistake that was by me. I want a manager to call me and I want a supervisor or higher technician to be the one that comes out and takes this phone line down and fills the holes.

When I contacted Century link to set up internet service I asked about the availability of a "Vacation Mode", in which I would be able to turn off my service while I was away from my home in Florida. I asked because I am a snowbird and live in Indiana during the summer months. I was told that the "Vacation Mode" was available but I was not informed that there would be a charge at the time I committed myself to the internet service.

When I contacted them in the middle of April to close down my service. I was told that was fine, and they would do so. About a week ago I got a letter in the mail with a mailing sticker to return the modem to Century link. I called them and ask what was going on. I was informed that the sticker was a mistake and that there would be a $20.49 monthly fee for shutting the service down and maintaining my "Vacation Number Reservation"

Century Link has deceptive advertising. They took away my bundle discount without telling me and also my bill was higher then what I was quoted.

As per order # *** dated March 12th, 2018 I am supposed to be paying $40 for 40 megabytes for life and that isn't happening.

Horrible customer service experience, I’ve had CL for 2 Months now and have contacted CL directly twice now, once my first Month of service when I found a discrepancy in billing, initially I called to resolve the issue and I was told I would receive a credit on the acct. The next Month I received my second bill that had a major discrepancy in billing as I was now be changed above and beyond what I was initially informed I would pay monthly. I spent a significant amount of time on each call explaining the situation and requested to speak to a supervisor my second time calling and I was never transferred to a supervisor, I was told to contact CL via Web Chat, It’s been extremely time consuming and frustrating trying to resolve a simple issue. The customer service was not helpful and provided zero solutions for my problem. I only want the price I was promised and the price that was specifically promoted and advertised to reflect correctly on my monthly bill.

Hello, I have had a lot of issues with Centurylink and I finally have had enough and figured that I better do something. I chose to go with Centurylnk when I purchased mu home in July of 2016. When I signed up, I was told that my bill would be no higher than $190.00. My bill had continually climbed until it reached $250.00. Also on December 28, 2017 I had an issue with my service being out in which I called customer service and was told that a tech would be out the following day. The nest morning when I awoke, internet and tv seemed to be working, so when the tech called me, I told him this and he did not come out. But that same evening my tv and internet went out again. Since it was a holiday, I waited until Jan 1, 2018 to call customer service again and told them my issue. I was told that there was an issue on the line and a tech needed to come out, but would not be available to be here until Jan 8, 2018. I was quite confused since the last time that I called a tech was available the next day! I could not see how you have had that many service calls within a couple of days considering the small town that I live in, but ok. I continued to call every couple of days to see if someone could come out sooner and each time I was told that they had spoken to dispatch and that someone would be out, but it was not a guarantee and that it would definitely be resolved by the 8th. No one ever showed up! So the 8th arrives, I had to take time off of work to stay home and wait for the tech, but nobody called or showed up. That evening I called customer service again and was told that nobody was ever coming on the 8th that it was scheduled for the 9th. Well ok, obviously upset, but what can I do. So I took another day off of work and waited all day on the 9th, but again not phone call or no tech showed up! Again, I called that evening and spoke to a woman and she spoke to dispatch and I was told that they had gotten behind and they would be here on the 10th. I told her that this was becoming a problem and that I needed to speak to a supervisor. I was transferred to a supervisor who also spoke with dispatch and he assured me that someone would be out on the 10th. So now I had to take a 3rd day off of work to wait for someone to show up! So then I received a phone call on the morning of the 10th telling me that no one would be able to come out until Jan 17,2018!!!!! WHAT!!! Now I am very upset and call back customer service and tell them that tis is not acceptable! I was put through to a supervisor and was told that since they could not make it on the 9th, that I was sent to the back of the line! I told him that I would not accept this and that something had to be done today! After putting me on hold for a few minutes, he comes back on and tells me that someone would be out that day, so that tells me that I was given the run around and that this all could have been avoided. I had lost 3 days worth of work and I spoke to the complaint department about this issue and was pretty much told "oh well". This same thing happened again when I called for a repair! Then the week of March 5, 2018, I was looking at my options since my bill kept climbing and climbing. I called customer service and spoke to a gentleman about my options for cancelling the prism tv and keeping just the internet and he went over everything with me about my options. I decided to go with another company and keep Centurylink for my internet. So I had the other company come out and set me up then I called Centurylink to cancel my Prism tv and keep the internet. I was then told that I was under contract and could not cancel without an $80.00 early termination fee! WHAT!!!! When I 1st got the service, I was told that there was not a contract. Also, I had just called the previous week and the gentleman that I spoke with about my options never mentioned anything about me being under a contract. This is totally unacceptable. I was told that she could see where I had called in the previous week and the gentleman noted in my account that he went over my options and that I might be calling back to cancel my service. She told me that it didn't matter and that I still had to pay the early termination fee even though they had obviously "dropped the ball" with me. Well ok then, what am I to do, I still needed their internet. So now, I received my bill and I was charged the $80.00 early termination fee twice....yep...twice! Also, I sent back the cable boxes on March 14,2018, but for some reason they did not receive them until April 10, 2018, so you guessed it....I was charged $750.00 for not returning the boxes! I once again called customer service and was told that this would be taken care of........You can understand why I might not believe this! This whole situation that I have had to deal with has caused me some anxiety! Every time that I have to call customer service I get major anxiety and have even been brought to tears over the way that I have been treated by customer service!

I have been attempting to process a change of address for services to our new home after we closed on the property May 2nd. I had previously scheduled to have the internet services transferred to the new home on May 7th after we had moved our belongings. The work order was not completed due to clerical errors in the CenturyLink system showing an active account on the property from the previous owner. After being on the phone for 3 hours a technician was scheduled to come to the house and transfer service and required entry to the property. I arranged to be present when the technician called. I called four times through out the day to confirm that the technician had indeed not gone to the house and received no calls prior to a visit. at 4:00 P.M. I returned to the home to a sign saying the technician had come and gone. I then called CenturyLink once more to attempt to resolve the issue. The home still has active service under the previous owner with 100 Megabytes per second. My plan is for 40 Megabytes per second. I once again spoke to Customer Service, Technical Support, and Customer Care. I was once again assured the only resolution was to have a technician out to the home but that I would have a guaranteed time of 5:00 P.M. I worked the following day and arrived home at 4:00 P.M. to a note saying the technician came and went and that I needed to reschedule with Customer Service. At this point I contacted a supervisor who assured me that Friday a technician would revisit the home and that no one needed to be present. I have full modem and wired service in the home. The work that needed to be done was external on the property. I reluctantly allowed this resolution knowing they have failed to deliver before. Today is Friday and I am writing at 2:14 P.M. My wife arrived home at noon to a note saying the technician had missed us and that we need to contact Customer Service. I was assured multiple times that entry to the property was not required, my time and money has been wasted waiting for technicians, a service easily provided remotely is costing the company and me unnecessary man hours. The service is live under the wrong account and no one will admit that it can be resolved with a simple update to the database. I called Customer Service once more who wanted to transfer me once more to Customer Care and a superior. The representative handled the matter well and was polite, however noting has changed and no resolution is available. In the end the representative dropped the call and I am left with nothing. This process is the definition of insanity in that the same process has been attempted now four times and a fifth is on the way with the direction the phone call went. The previous owners called and disconnected service that to this day is in place and not being fixed by CenturyLink.

When I first moved into my apartment last year (my current address), I had called CenturyLink in an attempt to receive internet services from them. They delayed my service I installation date 5 times before I told them to cancel everything. I was fed up with the fact that they refused to send a technician to install internet service at my home. I then proceeded to call *** and they came out immediately and I've had internet service through them ever since. However, I started receiving bills from CenturyLink and I then called them to dispute this because I never got any service from them, so why should I pay. I was told that they took care of it and I would no longer be billed. That was an obvious lie because they sent my bill to *** collection agency. I find all of this to be extremely frustrating because I am being charged for service that I never received and the company CenturyLink has such poor customer service that they refuse to take care of this nonsense. I shouldn't have to pay this.