CenturyLink Reviews

I changed the payment plan but apparently forgot to pay that $.29, so they charged me almost $20 a month for about eight months, totaling over $150 for that $.29 debit. When I explained the situation to them, after I got the bill for $150 , they said sorry we can’t do anything about it. So I paid the bill and quit Century Link. Terrible customer service.

When I went online, I was told that there was nothing they could do until they got permits to dig up the line, which I was told that I had to cover the costs; everything is overhead so there's no digging required. This is an ongoing issue; the last tech found the phone line disconnected about 5 blocks away and it was repaired. When I asked a supervisor if I had to call 911, I was told that I had a problem. When asked if someone could make a repair the same supervisor told me that the repair could take anywhere from 3-4 day or up to 3 years, depending on the priority that he saw fit, and this was a low priority. My mom is taking blood thinners, so if I need to call 911 in the middle of the night, I hope to find a neighbor up as there are no payphones around. I asked a simple question that required a simple answer, when could we expect to see any repair, I was told when and if the supervisor deemed it necessary.

When asked to speak to his supervisor I was told by law he was not required to give out that information. When asked about the technician's no-show, I was told that was my fault. I was told that I was too stupid to request information and to seek repairs. So, I have no idea if or when repairs will be done. I would like to know whom to contact in getting repairs done, instead of 5 individuals giving me the run-around and their little games. Been a customer with Century Link for over 30 plus years and to be treated like this-shame, no customer service. I would like to get this resolved

On the 13th of December they cut service off for no payment. Did I just mention that I made payment on the 5th of December? So the calls began to find the problem. Everyone at CenturyLink had a different reason on the payment received. It was refunded, it was disputed, bank refusal to clear payment, just to name a few things that they lied about so not to sound incompetent. They are. So here it is January 27th and the excuses continue. They want another payment from me for the service. Not!!!! How many times does one have to make before they receive no payment for what was paid, and early?

Negligent behavior and scandalous to say the least. I do, as I said before, have proof that I will attach below. So no one wants to help me retrieve my monies paid and I am 63 years old and on SS so I have limited income. I can't afford to pay for any service several times a month for one line of service. They don't care about their customers and the proof they get to prove themselves wrong. They want to pretend that they know what they are saying and won't even consider their actions or what they are doing to the public. I had no idea they were so terrible at doing the right thing.

I called in, they told me that they had been billing this disabled person for the last 5 months for a service that they did not provide. I was transferred to a supervisor after being told they would not be removing any charges for the past 5 months. I spoke to a supervisor name, Russell, who also said that he would not be removing any charges. He told me I would have to pay the balance in full in order to get service set up for the next day. I told him to cancel the old service and the new order, and that we would not be paying him a penny for service that they did not provide.

I also told him he would never get service from me or anyone in my family ever again for the way that I have been treated today. I also told him if they build us or any of this went to collections that we would be disputing it through the credit bureaus since there was never any service provided, and they never succeeded at hooking up service in the first place. I canceled the old account, and the new order, we hung up, and I went with another company.

We made the decision to cancel CenturyLink and get a different provider. Now our internet will be faster, cheaper, and fixed the next day. Something I should have done before we wasted a collective 5 hours of our lives trying to help this company fix THEIR problem. Now they still have to access our property, we still won't be home, and they don't have a bill to add their bulls**t $99 charge to.

Unfortunately, that's where the story turns. The primary power plug / supply connected at the main terminal in our garage is fried. It has no lights, no power, no nothing. We troubleshooted with other outlets and it's toast. So on December 24th, we reached out to CL via the chat to schedule a service technician. For the most part, the chat went well and they said a tech would be out on Friday the 26th. Totally acceptable considering the Christmas holiday. We were told we'd get a confirmation email and text, but never received. The chat does appear to be outsourced to team members based in India.

So come Friday morning the 26th, we followed up via Chat and telephone. Chat said they apologized but the tech was never scheduled because of a recent change with splitting up the phone service bill and internet bills, whatever that means. And they could not physically schedule a technician. It was an IT problem on their end, allegedly. After nearly an hour on chat, we gave up. They said we'd have to wait 48 hours, then another 24, before we could contact them again. Not sure why that would matter. A few hours later, we decided to call. Same thing, but with a person - based in Central America. This person, Louis, said he would own the experience and call me back on Monday the 29th. No call. Not surprised.

On that Saturday the 27th, we tried again via chat to see if we could do something. This was after another hour or so of not getting anywhere Saturday morning. Somehow, someway - we were told an appointment could be scheduled... for January 5th! Now, we did finally get a confirmation email and text, which was somewhat reassuring. But no WIFI, no internet, for approximately 2 weeks. I understand these are "first world" problems, but when you are a remote worker, you have young kids, etc. - this is a major imposition.

It is now January 5th. We were told a technician would be here between 8-5. No tighter window as they normally would do on the day of the service. We got an update in the afternoon that the technician was pushed back to the 8th, 3 days from now. We have found it's very difficult, if not impossible, to speak to a local team or local technician crew. Everything is outsourced and while they claim to "own the experience and make us happy" - it's simply not true or effective.

At first, we were merely trying to schedule a service technician. It went from 2 days to 2 weeks out. We could do it online either. We had 3-4 chats, 1-2 phone calls, and our issue is still unresolved. Speaking of unresolved, they want you to complete a survey after communicating w/ the chat team. They ask if the problem or issue was resolved. Well if you schedule a technician, how could the problem be resolved at that time? Don't you have to wait until the technician arrives at your home and solves the problem? The chat survey should be about the interaction with the representative only, not what may or may not happen after the fact. Once the technician service is complete, then you could ask if everything was resolved or provide comment on the overall experience.

It's still very difficult to believe it's this difficult to not only schedule a tech but have to wait 2+ weeks to have someone out here. CL needs to recognize there are numerous competitors out there now and it's not just Cox and CL. There are options and they are going to lose customers, most likely us. A consistent customer, approximately 8 years, paying $100 per month. Truly a shame that an actual good and reliable physical service, can be outdone by poor customer service and internal systems.

Later that day, called for a follow up. Told no ticket was active. Would have to reschedule a tech for later next week. Basically lied to several times. I asked to speak with a supervisor. Was told no one was available, but they would call me back. Never got a call from supervisor. Called again hrs later, only to be told the same thing; no one available but would get a call from supervisor. Never got a call - more lies. Called to cancel services with CenturyLink. Told by that representative that they had informed me the issue was resolved and cancelled ticket. I never got a message from them, other than Monday am which I called immediately and was told it was not cancelled.

Checked my history of text messages and could not find any text from CenturyLink, that the lady said I received. She was a bit condescending, insisting I had been notified I needed to reschedule a repair ticket. Had several issues with CenturyLink services over the years (been with them for nearly 20yrs). In Sept I went 6 days with no internet only to find out it was an issue with a switch at one of their sites. Found another internet service for literally 1/2 what I was paying with CenturyLink. Do your research before signing up with CenturyLink. Service has been unreliable at best. Not recommended at all.

Overall, while having some internet was nice, the customer service and the slow internet speeds made this a disappointing experience. Suggestions: CenturyLink can reduce costs to make up for the slower internet speeds. CenturyLink can provide additional training to its employees on business etiquette and customer service best practices.

After extensive searching I could not find a way to speak with a representative. So I assume you will understand the frustration of having to text the last four digits of your social, Your full mailing address your email address, your first and last name and phone number. That was just for the robot. Second lie, it's clearly states this information will Expedite the process for the next representative Who of course asks for that all again. I text the entire issue. I am told to hold while the representative looks into this issue. I look down on the phone. It's at 57 minutes. 15 minutes just waiting for the representative.

On comes a representative stating her name and asking what she could do for me. I asked her if she was kidding, I just explained everything could she at least look at the notes? There's another lie, the first time they put me on hold they said it was to review the notes to get a better feel for the situation. I'm told they can't and to please provide, yep, all that information again. Guess what? Yep, I look down on my phone. It's been an hour and 32 minutes and the third representative asks me what they could do for me. So yes I had to text it all again. This is when I'm informed that you need a modem that UPS would deliver. There's the lie by omission, they could have just said you won't have access tonight.

Fast forward 5 days. I hook everything up, doesn't work. Out of the 50 or 60 Wi-Fi options to scroll through there's only one Centurylink, now that makes complete sense there only being 1 out of the entire complex. Probably an employee I would bet. So here comes that Difficulty of speaking with a human being. By the time I get one I'm informed my account is still labeled, "pending". She said all that means is they still have to send a tech out! Yep, that first lie of omission.

This example is perfect for revealing their true, "Mission Statement". That Tech never showed up the first night anyway. Does anybody know any other business that when you schedule an appointment your appointment is between 8:00 AM and 5:00 PM? When she was scheduling it, she clearly stated that the tech had an opening in two days. So if there's a schedule, how difficult would narrowing it down to a two and a half hour window let's say. Because by the end of this I was On the phone either texting, speaking or holding a total of 10 hours and 40 minutes. Two full days of waiting gives you a grand total of approximately 27 hours of actual dedicated time to this company for this subject.

I was texted when the tech left that he had finished his portion of the work and I was good to go. Guess what? Yep, no Wi-Fi. I was then through the whole frontal assault to get a human to inform me that the next opening was in 6 days. I said, "Just pick it up. I don't want the modem. This isn't working." She was super sweet, apologized a million times, said that my bill wouldn't start until the tech got there, because it is now December 8th. I said no unless they had one in two days available.

This whole call was about two hours, doing all of the checking of possible corrective Options. I said OK when she informed me she made it happen. 30 minutes later I get a text saying this is CenturyLink, the appointment would not be available in two days but there was one available in six. Let them know now by text because if I don't cancel it I would be billed for it.

The next morning I was texted that the sooner date was available again. Wow, what a roller coaster. My appointment time, yep 8:00 AM to 5:00 PM. Another full day waiting. Approximately five o'clock the evening of the appointment day, I was texted good to go. The tech was completed with his professional Attention to the matter. Guess what? Yep, you guessed it. Still that one person out of the entire complex with CenturyLink. It has to be an employee. I just know it.

If the people who pay for the life-style you've chosen, by way of the hard earned money they are giving you, does it seem like they deserve to have to suit up for battle before they begin the hostile, life sucking defense system you face EVERY TIME there's a need for support? I'm curious how many employees you would acquire if that was your system for hiring.

I'm completely ignoring the fact that the 1st human engagement is the third level of engagement, and not once was English their 1st language. I could care less where you reside, or any personal American attachment your help team has. I am simply saying if a customer has already been battling for an hour or more, due to a clear lack of company pride from the senior leadership team Century link has chosen, then might it be a bit overboard to fully remove any hope for future revenue from the current consumer, and anyone they know, by simply throwing the dice on the third level of interaction?

Last question, how much does the average consumer have to spend by way of time and/or money before it could be expected that there would be the possibility of an above average, clear and concise, human being with just a tiny bit, if possible, of company/product knowledge? Since we're probably living in an alternate universe for this to be realistic, maybe even dare to dream for some actual follow through on the employees that signed on for the installation portion of the available job openings also.

Seriously guys, you can't even realistically fathom the absolute nightmare associated with 2 full days of waiting around to be disappointed, and not a minute under 11 hrs of texting, repeating and holding, (just shy of 700 minutes). If you made it part of every employees initial training, all the way to the top, to have to role play as a customer with this as your given scenario, you would completely change the trajectory for the entire company as a whole, and for every employee individually. So do you create pride in Century link, or become, THE MISSING LINK?

It is now December, and after leaving more than 10 messages, I have heard nothing. I had to pay out of my own pocket to repair the sprinkler system, and will have to do the work to relieved and sod the front yard. I would not recommend doing any business with this company because their product and service will probably be just as bad. They knew that homeowners would not be able to wait too long without repairing the damage and that they would get away scot free. Just the fact that they would do this with no regrets shows they have no concern for their actions and only care about the money.

Based on how they handled this situation, one can be sure that they offer an inferior service, and that any billing or service issues will be a nightmare to get fixed. This issue happed to about half of the people in the neighborhood I live in. The problems were issues with the lawns, the uneven filling of the holes, broken sprinkler plumbing and even a broken gas line that was very dangerous and required a fire department response and partial evacuation of the neighborhood.