CenturyLink Reviews

As a customer of over 45 years, I am extremely disappointed with the direction this company has taken. The billing practices have become confusing and frustrating, and the lack of reliable customer service is unacceptable. It is nearly impossible to speak with anyone located in the United States who can properly assist with account questions or service issues. After decades of loyalty, it’s disheartening to see a company abandon the quality of service that originally made us choose them. Their customer support is now outsourced, unhelpful, and often unable to resolve even the most basic concerns. Overall, CenturyLink has gone from being a dependable phone service provider to one that feels indifferent to its long-time customers. After 45 years, we expected better. As of today November 24, 2025 I am canceling their service.

CenturyLink's customer service and reliability in recent years has gotten terrible. My landline voice service has literally been down now for 5 days. Their troubleshooting process, which involves chatting online with people based in India or other off-shore location is a joke and their service technicians in our area are totally unreliable. Sometimes they show up for appointments that have a ridiculous 8-hour service window and other times they don't. I can't believe that their parent company, Lumen, has the audacity to think they will be able to successfully transform themselves into a cutting edge AI-focused company when they can't even execute basic blocking and tackling exercises, such as keeping POTS lines reliable.

I have been a century link customer for 18 years and up until today I was never dissatisfied with the company. Today it all changed. I want to look elsewhere but limited due to having a landline. Was in NY on 9/11 and experienced cell towers going down, vow never to not have a land line. But off topic, I have been charged a late fee on my bill at no fault of my own, and the company is sending bills out later to force this situation. I thought it was the Postal Service issues due to shutdown, WRONG!!! I could have my late fee waived only if I elect auto pay. 18 years never been late, and didn't want to hear that. And it appears I am going to get charged with a late fee again. THEN wanted to sell me a streaming service. This is America right?? Freedom of choice. How I pay my bills is up to me, it is my money I work for, not a company trying to brow-beat me into auto pay. Poor business ethic.

I ordered internet beginning of Sept. Within in days, I had bill before installation at a incorrect stated price. I cancelled due to fiasco before I had service. It is now 2 1/2 months trying to get the $50 deposit I was never told about. Each time I call, customer service tells me check is in the mail. 10/16, 10/26 with a 10 to 20 business day delivery. Could be more due to holiday mail. Yesterday I was told my check was mailed 11/12 with a 30 to 45 day delivery date. It dawned on me last night that I still have a $50.06 credit. Never having service, the only way I still had any left was if they gave me $50 out of the kindness of their heart. But of course, they were living and NO REFUND HAD BEEN SENT.

I was told by a Century Link agent that I would be able to move location of a landline phone and keep the same number. Three days later, service at the old location was stopped, by 5 days later still no service at the new location. I contacted CenturyLink again, was told the new service was working. I told them it was not because I just dialed the number and got the recording that it was an invalid number. Then I was told it was not possible to keep the same number. I was again told that it was not possible for me to have the same number. I asked why I was told by another agent that I could have the same number. I was offered sincere apologies. I said I would consider remaining a CenturyLink customer with a new number if there were some compensation for the hassle of getting a new number, for example a year's complimentary service. I was offered sincere apologies.

Very unhappy with CenturyLink. The internet service is pretty good overall. However, the customer service is awful. Need to wait 20 minutes or longer on the phone, just to talk to someone. I was really busy lately and was late paying the bill. They charged me $19.00 late fee. Called and asked them to waive it, and they said no. I am so done with this terrible company. I need to find a better company right away. Done with terrible CenturyLink Customer service.

In order to get technical support it is very difficult to reach a person. Our experience was that we had intermittent and slow Internet service. A technician was to come to the house and was assigned between 8 and 11 AM based on their customer service department. We were in contact throughout the day through their chat to determine what happened to this technician as they failed to arrive.

Unreliable service, worse customer service out there. It is extremely difficult to reach an actual person when calling for customer service because there is no option for it, so you end up in an endless phone tree. If you find a way to reach a person, their accent is so heavy it is impossible to understand them. I find it ironic that they love to refer you to the internet to resolve issues, or even worse, use your "smartphone", when they were in fact a phone company originally. This is what happens when a company has a monopoly and people have no other option for doing business. There is ZERO incentive for them improve service.

Our CenturyLink cable was cut by Century Link’s contractor while he was burying another line. This accident occurred this past July. At my request, on July 14 a technician was out who identified the problem, laid a temporary cable, and submitted a request to have the cable buried. I called in early August for an update. Century Link sent a second technician who informed me that a request to bury the cable was never received by the contractor. He indicated that he would submit the request at that time.

I have had a land line for 60 plus years. Sometime in April of 2025 I quit receiving a paper bill in the mail. Then in November 2025 I received a disconnect notification. I called explained that you haven't been billing me. They say yes we been sending to such and such e mail which is wrong and I never authorized paperless billing, so I hope they send this to collections and it goes to court because they put me on paperless billing fraudulently and then let it build up to a extremely large amount of money before mailing me a disconnect notice