CenturyLink
2.7
5.1
Overall Score
Jason Doran Layton, UT
Signed up for their service at a new address. Did not have the jack in my house to plug in the equipment. It took 8 calls before I was able to contact someone simply just to have a technician come out. They attempted to upsell me even though I did not have the ability to plug in the equipment. I thought I already asked for the fastest speed so I listened and agreed to faster service to which he replied faster speeds are not available in my area, I told him I need a technician still and he hung up. Called again the next day and finally they told me that they can't send a technician because they don't service my area! My wife and I work from home and I told them before we signed up it was very important the internet work before we moved in. I cancelled the service and returned the equipment and was told I would not be charged since I never received the service. Still received a bill 2 weeks later even though I was told i would not be charged. Called again, they said no ignore the notice. Once again a month later received a bill they said ignore the notice the service was cancelled. Few months later I receive ANOTHER notice saying we owe them, called again to which they told me the service was not cancelled, spent an hour on the phone until I finally got ahold of a supervisor who closed out the bill and told me everything was resolved. NOW I received collections notice on my credit report for a SERVICE I NEVER RECEIVED! I could go on all day about how horrendous their customer service was and go into more detail but I will save you the headache and heartache and tell you under no circumstances should you ever consider Centurylink an internet option. If you are comparing and shopping, you should automatically assume Centurylink is NOT a real company. Their entire team is incompetent and you are better off with a cell phone hotspot than this sorry excuse for a company.
4 years ago
T K Salt Lake City, UT
Horrible customer service! I want to transfer my landline and Internet service to a different address just one block from my old address. Yesterday I was on hold 22 minutes to ask how to do this. Am not satisfied with answers, so I tried CenturyLink chat today. I don't believe the person was real. She kept asking about my Smartphone, and I kept saying I have a landline. Finally got a message saying I must pay $1, which will be refunded, if I want to chat. I canceled instead. Have been a CenturyLink customer for 50 years. How can a company go downhill this much? Am going to investigate Comcast since its cable service is already in my new condo.
4 years ago
joe boo Chicago, IL
Customer service is horrible and the hold time is ridiculous! If there was another internet provider that wasn’t satellite internet. I’d be gone!! Since my router went out a month ago. I’ve spent over 10 hours on hold trying to get this resolved. Then when I finally got through the fist time. I was disconnected. Called back multiple times. Finally got through again amd couldn’t understand the lady and when I asked to be transferred to someone who speaks better English. She argued with me about how good her English was. Then I had to start the hold process over again. So if I could offer an advice. It would be. If you can advising them. Do so because they’re over priced and have horrible customer service
4 years ago
Mike Brandt Stillwater, MN
Lost internet 09-27-2021 . I did the texting outage to them for 3 nights, and never got a response. 4th night I went to chat. I was 30th in line. Finally got to chat with Stephanie B. After being on hold, for 40 minutes and chatting with her for 10 minutes, over 50 minutes have been wasted. And she disconnects me !!! Now its Friday. I call in and talk to Julie !! 30 minutes of the run around talking to her, she says, "hold a minute please" and after waiting 5 minutes for her to come back she hangs up on me !!! Saturday night, I call again and get a different lady. She preforms their test and say, "yes , the problem is in our line" (which i knew because this is a common problem with "their Lines") That only took another 25 minutes. Now 6 days have gone by. No internet , which means no security system, no VOIP phone, no 911 no TV shows. She says the soonest we can get a repairman to check this out is Wednesday October 6 , 2021. 10 days have gone by and I still don't have internet. and I have once again spent 105 minutes trying to get Centurylink to fix their outdated JUNK system. Last time this happened, I spent 2.5 hours talking to them.
Do you think they will credit my account?
Customer Service is a joke. I believe their goal is going out of their way to piss off their customers.... Mike B.
4 years ago
steven rhodes Killeen, TX
Do you want internet? Do you want good customer service? Don't use CenturyLink. I've been having internet issues for weeks. The internet just dies and every device reports "connected, no internet". I have to reboot the modem every time this happens to get my internet back. When I view the modem admin page DSL1 shows "poor" for connection and there are tons of retrains and other errors. I tried to explain this to them on one of my 6 or 7 calls to them and finally got them to send someone out TWO WEEKS LATER. The day finally arrives and I sit on the patio and work from there so I don't miss them....all of a sudden I get a text that the ticket is closed...I call them to be told (well lied to) that the tech came and found no issues. No one came..that was a lie.
This is how much they care about their customers. If you have any other option. Satellite..hell dial up would be better than this. I honestly don't know how they get away with it. I guess you can treat people like this when you're a monopoly.
4 years ago
Mark Lehnhardt Seattle, WA
Worst experience ever tying to just start service. Went to the main link to purchase/schedule an install (easy), tech comes in and tells me they don't do apartments (huh?), he they writes his update/feedback and talks with a rep to say they will get it fixed and send the correct tech tomorrow (I have a century link modem/router already in the apartment that is fixed from the apartment). I then call customer support the next morning to confirm if I can activate the current modem/router and was informed I should wait for the tech to come in today. 1 hour later, I get an email that says my account was cancelled 😡 . Called into customer support and was told I didn't go through the correct portal (where was any of this told to me in the last 3 interactions), then told it would be more expensive, doesn't qualify for the promo as an apartment, and then also told that there is nothing more that can be done to help remedy my experience. So went with Wave G, I was at least helped and got it taken care of in 10min and I'm not required to pay $15 /mont for their "better" modem/router. We all know thats a lie. All in all go with someone else if you think you will need any real customer service help, as they just do not train well and just don't care if they have you as a customer or not.
4 years ago
opsis kalopsis Las Vegas, NV
I am currently living in an apartment complex, which is working with Centurylink. We contacted the company and requested to have the internet installed in our house as soon as possible. Have been with them on the phone for over an hour, gave them all the info, paid the deposit and should have waited 17 days to get the net installed. About 4 days later got an email stating that our order had been cancel, with no other explanation. Called them again and found out that they did not have any available lines. We have no other option right now. Is this America of 2021? Sorry guys, but out there are many countries that are waaaay ahead of you. Very disappointing. Negative stars.
4 years ago
Mitzi Schofield Vancouver, WA
If there was a way to give them negative stars I would. This is the most screwed up organization in the united states if not globally.
I have been trying to correct a billing error they have made for 18 months, where they put someone else's money on my account. Because of that they didn't take my order to cancel their internet. No one was using the vacation home because of Covid restrictions and we tried to cancel, however because we had a credit of 1100 on our account they would not cancel the internet. So they kept billing us for the internet working off a balance that wasn't ours.
STAY AWAY FROM THIS SHADY ORGANIZATION
4 years ago
Noelle Maring Portland, OR
DO NOT, I REPEAT, DO NOT USE THIS COMPANY. I have spent the last 3 weeks trying to get someone to come to my house to increase my internet speed. After taking the entire day off work yesterday so that I could be here for their 8am - 5pm installation window (really convenient, CenturyLink), the technician proceeded to no-show. No one contacted me, no one admitted any error. I am now spending my Friday evening on the 4th call with customer service trying to get what the original representative promised me.
The sales team are grade-A jerks. Get ready, folks! In my many attempts to get some help from anybody this afternoon, I somehow got a hold of a local sales person. They promptly interrupted me and told me I would need to call customer service again. So, Derek at the Vancouver, Washington location, THANK YOU for your help and very "friendly" manor. I probably should cut him some slack. He works for the devil.
There is no continuity in service. You will talk to one representative who lives nowhere near you, there will be no documentation of this communication, then if you're lucky like me, the representative will hang up on you and you get to have the ENTIRE conversation all over again.
If I didn't already have such a terrible experience with Comcast, I would go sell my soul again to their terrible company. Here's a totally brilliant idea for Shark Tank -- An internet company that isn't ABSOLUTELY TERRIBLE.
CenturyLink -- Please, give me a call. I am MORE than happy to chat. I have spent probably 10 hours in the last two weeks chatting with your team online. I would love to give you some constructive feedback, however I've not been given the opportunity to do so. I would gladly pay more than I do for some decent customer service. Maybe you could use that extra money to train your employees and provide the support that they clearly are not getting.
4 years ago
Eric Carr Omaha, NE
Best: None. The only reason I am with them is because NO OTHER PROVIDERS are in my area.
Worst: I've lived all over the continental US; dealt with many internet companies. Centurylink is the WORST by a fair margin.
They do NOT provide their advertised (and billed for) speeds.
Their services are DOWN for, on average, 30-40 hours a week with no notice. And when customers complain, they are told to repeatedly reboot the router, which never works- and the next day, their website says that they had issues.
This company is crooked and monopolising and if I had the money, I'd take them to court for their scamming ways.
This website's "info" on them is nearly 100% false, obviously written by one of their sales agents.
4 years ago
Jeff Stapleton Boise, ID
Centurylink support sucks. Have spent several hours on their chat support, plus 5 days. Can never speak to someone. My modem died they said a new one would be sent next day. 3 days later I found out they canceled my order. Ordered it again after 1 hour on chat. Was told once again the new modem would come next day. Oh snap order was on Friday and they don't provide next day on Saturday. Got it Tuesday and was charged for second day shipping. Imagine that! Got the new modem which turned out to not work. Now starting all over again. Been on hold for 38 minutes then get hung up on. Worse customer support ever.
4 years ago
Daniel LoPresto Ellicott City, MD
If you can get anything...and I mean ANYTHING else, do it.
2 cans and a string would be better. My service is "guaranteed" to be THREE(!!!!) Mips, yet I've been getting 1 +- Mips. (Yeah, I'm rural...)
My service had been flaky for a week. I called after several days and I got an appointment for yesterday (07/22/2021).
I was told to be home between 0800 and 1700. I was told that I would get a call when the tech was on his way. I HAD TO STAY HOME, GOSH DARN IT!!!!
At 1500 I logged into the portal since no one had called or shown up.
My case had been deemed "fixed" at 1011. No call. No visit. Just a big ol' fornicate you.
I called that night and was told that there is an OUTAGE in my area for the past FOUR DAYS! But! I was ASSURED that the problem would be FIXED(!!!!) at 1000 the next morning.
Well color me SHOCKED! Shook, even!! It wasn't!!!
I called AGAIN. After getting cut off and called back several times, I was told by the first "tech" that he "rebuilt my modem and now it needed to rest". WT LITERAL f???
Does it need water?
The second guy I spoke with said that my service was working "Perfectly". That he could see my modem and it was fine and dandy. The thing wasn't plugged in. He had asked me to unplug it. Another rocket scientist....
The next mental midget told me that there was a problem. Ya think?
I ran diagnostics with the modems' own tools - they showed that I had "marginal" signal and a hardware failure. But yeah, no worries...
So I've been dead in the water for 5 days. They didn't show for an appointment on yesterday. But *Now* they are really really really gunna send someone out. We promise. Really... When, you ask?
NEXT THURSDAY!!!! A WEEK FROM NOW!!!!
$20 says they don't show up. Again.
They are crediting my bill... woo-flipping-woo.....
So yeah - they suck rocks. Get something....ANYTHING else.....
Thank GOD I have a hotspot with my phone.......
4 years ago Edited September 14, 2021
Laura Pfaltzgraff Des Moines, IA
My elderly father moved and I contacted Centurylink for service and a new phone number. He moved in, no service though supposedly turned on 2 days before.
My contact with the company showed they gave dad a phone number already issued to someone, got several new phone numbers which didn’t work. Told they couldn’t install the service. We’ve spent over 6 hours on the phone trying to get help, many times our calls were dropped or sent to South American staff who just didn’t get it. We’ve been told they would call us back the next day, ha! Thus this elderly man who just wants a land line has waited 2 weeks and still has no phone. How hard can it be? Oh, we did get a bill of course.
4 years ago
Micaela McGovern Omaha, NE
I don't do much with my internet and I don't expect a lot out of it. I surf the web, use social media and stream movies and shows. It doesn't require much speed so I decide to go with CenturyLink because the price for what I want for internet services is there. However, if you EVER have any issues. Good luck actually reaching someone who wants to actually help or is trying to understand what you are saying.
Recently had a severe storm in the area where lots of power lines/poles were wiped out. After power came back on, I didn't have internet. I tried to report the outage and they blamed my router. After having 4 different chats with support (because good luck getting anyone on the phone with you since their line consistently reverts you to chat online), each one of them wanted me to mess with the router inside my home as if that was the answer. I did comply the first two times, even though, the only change was the issues outside the home due to the storm. First chat, the representative just stopped communicating. Second chat, they attempted to set up a technician but before we could confirm, my connection with the chat was "lost" (no call back even though every time you repeat all information INCLUDING a call back number). Third and fourth time I used the chat, I tried to let them know I already went through in home troubleshooting, the issue isn't in my home, there was a storm. Third one just stopped responding again. Fourth set up a technician for 6 days later.
Next day, I see that my neighbor behind me threw his disconnected (from the storm) phone line into my yard. The power line run between our yards and there is a phone line running to his and then on the other side to my house from these major lines. So I called to report the downed line (not my phone line) they told me 24-48 and someone will come out to repair. Well the next day someone did come out. However! While they removed the downed line, they also cut off from my house MY PHONE LINE (as I have dsl internet, probably shouldn't have done that) which was clearly still attached. He walked up to my home, cut the cord, and removed both lines from the main lines.. then he left.. did not talk to me about removing my phone line or let me know there would be some repair to what he removed. I attempted for 3 hours to get someone to have answers for me but I was ignored and pushed off, as well as told there was no way to contact or track down the service person, from their company, on why he removed my phone line. Just kept asking me if I wanted to add phone service so they could send someone out to check if they potentially could even install a new line. What? I'm baffled. I asked for a manager or someone who could figure out what the tech was thinking who cut down my line, but they told me the best they could do is send my number for a call back. 2 hours later I am still waiting, I won't hold my breath. The absolute worst customer service I could ever imagine. They won't listen to your concerns and you'll never get answers any less than spending 5plus hours of your life attempting to get someone to listen to you and waiting a week for them to send a tech out.
4 years ago
David Sovis Pinconning, MI
Terrible service, never consistent. To call customer service is a 3-4 hour ordeal just to get to someone that "claims" they can help and takes at least 3-4 calls because they hang up on you - not just one occasion - 7 TIMES. They lie to you about putting in service orders to fix problems and there service orders NEVER exist - 3TIMES!!! Sent us a modem to connect to a line they claim they were putting in and 2 of their technicians said will never happen. Called 3 times for an RMA to return so they would stop charging for the modem, told system was down but it would be emailed...never received any RMA's.
I would never recommend this service, cellular and satellite service is much more reliable and they actually service their accounts.
STAY FAR AWAY FROM THIS ISP OR YOU WILL BE SORRY, WE ARE!
4 years ago
Katie Portland, OR
Worst customer service EVER!!!!! they said i missed a payment but I have my receipt. (still to this day) when you ask to speak to a supervisor they hang up on you, give you numbers that are disconnected, or tell you that a supervisor is just not available and they will call you back (which they dont). Even with my receipt they are still trying to charge me late fees!!!!LOL I have spoke to 4 supervisors and they all said they would correct my account but none have. Hands down the worst customer service ever. Asking to speak to a supervisor is like pulling out teeth. oh yeah and one supervisor credited my account 20.00 and then they took it back .
I signed up for xfinity 400 mps for 60.00 a month plus most importantly good customer service
4 years ago
Fred Frontino Mesa, AZ
I have my internet through CenturyLink and I am pretty disappointed in it. In my area there is not high speed available so I am stuck with it running very slow over old phone lines. There is nothing better available out here so I live with it.
4 years ago
D L Seattle, WA
When I scheduled the first appointment to setup Internet service, the technician didn't show-up as we experienced a huge snow storm. The night before the second appointment, CenturyLink web site stated that the technician will show up during the afternoon of the scheduled appointment day. On the day of, the technician actually showed-up in the morning and I missed him. If I wasn't mislead by the web site, I would make sure to be available on site in the morning. For the third appointment, the technician didn't have enough cable to install the service. For the fourth appointment, the technician said that the city's road work prevented him to install the fiber line. By the fifth appointment, 3 technicians showed-up to install the service and was able to complete the initial install. At this point, I had to endure 2 weeks without Internet service between the third and fifth appointment. Within 48 hours after the initial setup, the service was disconnected by another technician installing Internet service for a neighbor without informing me. At that time, I tried to get on CenturyLink's web chat customer service. The service agent had to transfer me 4 times before gave up and scheduled a technician to troubleshoot the issue. I had to wait for 2 days without Internet service for the technician to show up to restore the service. This technician took out the modem in my room as it was no longer necessary and he rewired the connection from the neighbor's modem. As a result of removing the modem in the room, he left 3 holes on my room's wall, which was created by the 3 technicians during the fifth appointment. If the installation was done correctly the first time, then it would be unnecessary to drill the 3 holes. The technician on the sixth appointment didn't fix the holes.
I am disappointed that technicians representing CenturyLink were:
* under-prepared, not having enough supply for a job,
* didn't install the service the right way during the first time,
* disconnect internet service without informing the customer,
* leave customer a damaged wall with several holes after removed an equipment.
I am also disappointed that
* CenturyLink's web site would provide incorrect appointment status information.
* CenturyLink did not provide customer service over the phone during the weekend.
* CenturyLink's web chat customer service agents were not helpful and transfer me 4 times increased my frustration.
* CenturyLink would leave a customer without Internet service for several weeks.
Such a horrible customer experience made CenturyLink highly NOT recommended.
4 years ago
alvin bautista Clayton, NC
Century link customer service is the worst! I was having issues with my wifi for the past couple of months, so I decided to change my router because I thought that was the issue. After a couple of weeks, my wifi connection was still slow, my speed is supposed to be 100MBS, but I'm only getting 1-5 MBS on my phones and other house devices. I called their customer service to try to fix the issue, I spend almost three hours the first time I called, but nobody can give me a solution to my issue. I requested a technician to be sent to my house to check my modem for any problems, but they said they could not do that because they do not see any issues in the hard lines on their side. Because of the hustle of changing internet providers, I decided to work with them to resolve the issue. The technician created another wifi connection so that we can split the devices to help increase the speed. I waited for 24 hours to see if the internet speed will improve, but nothing changed. I called century link again, but instead of the technician helping me out, he just told me that they cannot still send a technician. We were going into a circle for a good 30 mins. I'm in the process of changing my provider now. If you are deciding if you want to get a century link as your provider, think again because they have the worst customer service that I have seen. Their agents are super unprofessional and unreliable. I would never in my life get century link again.
4 years ago
Brian Scott Las Vegas, NV
CenturyLink is the absolute worst, and they took advantage of an 86-year-old lady who has trouble seeing.
I paid $99 to have WiFi installed in my friend's home, and the technician went there...but couldn't get the box to work. He told her he'd be back the next day. Instead, he called, and said he got it to work via phone. It didn't work at all. When she called him back, he said he had food poisoning. She tried to all him back 3 days later, and all of her calls went straight to voicemail.
I called the Customer Care number today, and a robotic woman told me that she needed the serial number of the router box to continue. I informed her for the second time that the box was not in my home, and the lady couldn't read the serial number. I suggested they send a technician out to get it working...and she told me that I'd have to pay another $95! I requested a supervisor, telling her I found this unacceptable. I was put on hold for over half an hour...and then she came back on to say that no supervisors were available, and that one would call me.
Seven hours later, after no call, I tried the online chat. I had to be transferred to Tech Service, who eventually said they would send someone out...but that I'd have to pay $95!!!! She also told me that "her notes" said that "someone" attempted to call me but "received a "busy tone." Ridiculous. I was not on the phone all day...and I have call waiting.
CenturyLink is reprehensible, greedy, and callous. I will be cancelling my account, and I fully expect that I'll have to eat the initial $99 I paid for installation. Well done, CenturyLink. You made $99 off of a teacher, and took advantage of an 86-year-old lady with macular degeneration.
4 years ago
Avalon1 Morrilton, AR
CenturyLink has the worst customer service of any company that I've ever dealt with. The customer service reps are poorly trained and speak very little to no English and have trouble understanding questions. For a telecom company I'm astonished about how bad their customer service is, they're useless. I'm trying to get a new line run to my new house for home phone landline service and I've been on the phone with them 3 times and transferred to countless reps and none of them could understand and solve my issue. Then I found the link on their website to contact upper management and I contacted them and all they said was that they'd escalate the case to the supervisor and I never got a response back, then I contacted them again 2 more times inquiring about a follow up and I never got a response back. I implore you not to do any business with CenturyLink, their customer service is absurd.
4 years ago
Tyler B Denver, CO
Do not go with Century Link. I scheduled a tech appointment at the end of November for a mid-December appointment date. I told them to please call me at my cell number when they were close, if possible. I work from home and sat by the window all day and once the tail end of their service time period (9am-5pm) rolled around, I gave them a call to see if the tech was still coming. They told me the tech came at 1:30pm. I saw no one out my window, I heard no doorbell, and I received no calls on my cell phone. I asked what number they called and they said they called my dad's number...how does that happen when I explicitly changed the primary phone number on the account to my own and asked them to call that number for anything regarding the account, especially on the appointment date? Because of this, I need to reschedule my appointment and the earliest appointment they can give me is a month out in mid-January. I will 100% be looking for a different internet provider that has better customer service than this.
On a different issue, it'll take you multiple calls until you are able to get Century Link to give you the price they advertise. They try to make you feel good by saying you get a loyalty discount, however that discount amounts to the same exact price a new customer gets. Don't let them fool you with all of their additional "required" costs. They're just trying to maximize profit off of you.
4 years ago
Svitlana Brinkmeier Rogers, MN
We have been CenturyLinkcustomers for over 3 years. We had to fix(upgrade) our modem once since our internet was very slow. We bought the modem from Century link, now we are experiencing no wi-fi at all or extremely low speed (8Mbps instead of 100Mbps promised). We called the customer service. They checked out modem number at it appears that it doesn't support Fiber connections, which suppose to provide fast speed. Technician just said:"That's weird". Wow! Exactly what I want to hear from you!! They told us our modem has to be changed. One of their agents actually came up with a proposal and little credit for us in order to keep us as their customer but next day when I was going to schedule the appointment for installation they told me it was missunderstanding with previous agent and they can not provide me the plan he described!! What????????! New plane they can provide us is twice more expensive. No thank you! We are cancelling our membership!!!!
5 years ago
Jim Lavoie Fort Myers, FL
CenturyLink is a the worst company I have ever dealt with. Their service is horrendous in every way. When you call you get transferred numerous times, get put on hole and then usually get cut off. Then you have to start over. When you finally get someone who seems like they are going to get your internet working they tell you that it will be on "tomorrow". Of course it doesn't, then you have to start over. It is beyond maddening. Finally I decided to cancel the service. Even then I went through the same routine, on hold, transferred again and again, told to call back because the "system was down". Then I was told that I was all set and would get a confirmation email. Never happened. Instead got a call saying I was put on another plan. This company has a Corporate culture of dishonesty at every level and should be put out of business. I that that Comcast was bad but CenturyLink has them beat by a mile.
5 years ago
Ryan Larsen Logan, UT
We have had CenturyLink as our home internet service provider for the past three years. Their customer service has been good. We had an outage and they quickly came out and repaired the service. My only complaint is that I wish they had faster speeds for my area.
5 years ago
Deb Parsons Ashland, VA
If there was a no star rating I would give it. I have never experienced such a horrific internet provider. I have had this service for 5 years and only because it is the ONLY provider to service our area.
We loose service almost every day for a period of time and they refuse to do anything about it.
Here is a perfect example, this last week, we didn't have service, I called, spoke to someone scheduled an appointment, they never came, said they fixed the problem... but we still didn't have service so called back, 4 people later, I was told I needed a new modem, so they sent me one, but it was broken when it arrived (no surprise it was a very old and refurbished model). I then hold forever (4 hours) and am told they cant send me a new one because I have received one in the last 30 days.
I finally get a tech to come out (who was wonderful and so kind. I felt bad that he is working for such a horrible company) and he told me I needed a new modem-shocker! He ordered one, told me to call and confirm the order after he left. I did and after holding hours on the phone, I am promised a new one overnighted to me.
That was a week ago. I have called back and they have no record of this. I now have to start the process all over again. I am now over 3 weeks without a working modem- can't work or teach my classes online. I am now told I have to pay 95$ for someone to come out and confirm my problem.
I have an internet only plan and get about 2g on a good day with a 10g plan, and pay 98$ a month.
5 years ago
Peter Waalkes Denver, CO
I absolutely hate this company. After being a customer for 12 years I moved and did not transfer service, so I had to start up again. I bought my own modem, which the service representative told me was okay to do, and scheduled the setup. The technician came out and I gave him my modem to install, which he did. He then left and I find out on my first bill that I was charged for the modem that I paid for. Five chat and four phone calls later and nothing has been solved. Centurylink has actually hung up on me (I was not being rude at all) and has disconnected chats. This is because after they tell me that they refuse to refund my money, they then have the gall to try to upsell me on services! After I tell them no to new services they hang up! This has happened nine times! Are you kidding me? The last time I went all Karen on them and asked for a supervisor's number. They transferred me to another technician who wasn't a supervisor. This company is the worst, and if they will treat a customer of 12 years like this, they will not care a bit about you.
5 years ago
Nam Denver, CO
This is literally one of the worst internet companies I have ever dealt with in my entire life. After reading the horrible reviews about CenturyLink, I thought I would give the service a try. The technician came and setup my internet and all was well for a few weeks. My neighbor decided to setup one as well but in the process, the technician cuts off my internet. I called to scheduled an appointment but told them to come after I get out of work. They showed up on appointment day when I was at work and didn't even tell me. I had to call because the tehnician never showed up. They set it up for another day and 2 weeks go by. While waiting I find out that my account number didn't exist and that the original technician was the one who has caused my neighbors and mines outages. I call customer service and chatted with them online about why no one has solved the issue and was hung up on more than 5 times. They finally fixed the internet and a month goes by when my internet shuts off again. I called to setup a time and my technician Rey from CenturyLink shows up and said he couldn't do anything until Monday at 8AM. Monday comes and he never shows up. I called CenturyLink and they couldn't page him. They suggested that the if the problem persists I'll have to reschedule again. I told them I don't even have internet and they just charged me for next month of no internet. This was the final straw. I called and quit the same day I called Comcast to setup my internet. These technicians talk bad about each other in front of the customers, they blatantly lie, they blame others, and they are not trained properly. The customer service is rude beyond belief and their app/automated system does not work. I warn anyone who is even the slightest interested in CenturyLink to save their money, mental health, and time. Do not use this company. Use Comcast. I will never stop telling my story with CenturyLink. If customers like me don't stand up to these tech companies, they will continue to screw people over.
5 years ago Edited January 3, 2022
Laurie Brown Wake Forest, NC
I had their service for 11 plus years. Very bad speeds and multiple outages. But just my wife and I so not a huge deal. Reached my limit this past month. Service was out for a few days and we call to get some help. I was told there was a problem with the line to our home and they would have someone out tomorrow to fix it. In shock I said “ Wow, that’s great! Your going to send someone out on a Sunday to fix my service? “ They said yes, sometime between 8 -5. Stayed home all day and no one showed. Called at 5:30 and was told not only do they do NOT service on Sunday but there was no repair order for my account in their system. Called the next day and there was still no repair order for my home in their system. Decide right away to use another provider. Called on the 27th of July to cancel and was told we cannot cancel now because our billing cycle starts on the 23rd and they don’t cancel after a billing cycle starts. Now mind you, we still have no service to use. We went to Spectrum for service and in 3 days we were hooked up and working. We bundled out DISH tv with centurylink and are still getting bills from them. They do not even have a clue! My wife and I are sitting here , still on hold at 96 minutes and counting and have not spoken to anyone yet!
If you are considering using Centurylink RUN RUN RUN as fast as you can to anyone else you have available. I don’t think anyone could be worse!!!!
5 years ago
Heather Bailey Lakeland, FL
We mistakenly did an electronic deposit from our account to CenturyLink instead of another account. They are currently holding 2024.00 in overpayment hostage and will not give us our money back. They want us to provide a full copy of our bank statement giving them full access to information they should not be privy to . We have provided a screen shot with the bank routing info our names etc that shows the money was transferred but they won't accept that. They have told us they have a balance showing, but will not refund it. These people are thieves. Do not use them! We have asked to talked to managers 7 times been told we would get a call back and not received one at all and also been hung up on twice. We have filed a complaint with the Better Business Bureau. They do not care.
5 years ago
Don Surprise, AZ
Great experience from installation and afterward. They were quick to install and the internet speed, value and customer service far exceeds my old provider.
5 years ago
T ,
Trying to get their service hooked up. Their contractor Rocky Mountain came through last year in the area damaged my line and now they say they cant fix it at the moment. Most unprofessional company I have ever dealt with. They send you in circles in their customer service department and cant give you an answer. My opinion If I hit something I repair it not leave it I could understand if I damaged it as a homeowner then it is up to me to fix or wait but when they hit it they fix it in my opinion and not when they feel like it. Tech made me put the 811 call in and said I could start digging around to see if I could find the damaged ends and he could splice them lol pretty lazy.
5 years ago
Patty Miller
I had to fire them. I live in a rural area dominated by Century Link. We have NO other choice other than satellite, which also sucks. Century Link promises DSL speed to us of 1.5 mbps (while everybody else is giving 200-400 mbps!!). Long story short, they couldn't even deliver .1 mbps!!! I had to go to my neighbor's house to download Chrome on my new computer! And then there was the almost 2 weeks I had no internet service at all due to their "cable cut". I wrote to my state Attorney General who contacted them, and of course they claim "no wrongdoing". It's not right that we have no other choice for our internet service!! With the lockdown, parents have no way to get internet service for their kids' schoolwork, which puts them at a great disadvantage! Tell Century Link to get off their butts and get some serious internet service in their areas! Spend some of the $$$ we pay for phone service every month!!
5 years ago
Harvey Liston
We use them for a couple years now. They set up my Internet service very fast and has never gone down except for how I use now that school is out. Very pleased with them.
5 years ago
Scott Watson
Company has honored it's price for life for 20 years now. During that time my internet speed has gone from 56 Kbs to 50 mbs (done in 4 speed updates roughly every 5 years)
5 years ago
Ellen Sue Schiffgen
It is expensive for us (retired and low income) so we can only afford the basics; too many commercial and religious channels. When we can get through to speak with someone, if they are overseas it is hard to get anything done satisfactory, but all have been extremely polite and professional.
5 years ago
Tierra Orlando, FL
The only reason I’m giving one star is because the manager Brian I spoke with the other day was very nice and helpful. His tech MICHAEL was very rude and hung up on me. He came out Friday was very hesitant to give me his mangers information finally he gave me Brian’s number. Brian advised me someone would be out Monday. My sister was at my house due to a family emergency she stayed MICHAEL couldn’t do the job because he didn’t have access to my neighbors yard I gained access and called to inform him. He stated If the job came back up he wouldn’t do the work because it’s too much and isn’t worth it. I sent him a text and I also sent a screen shot of it to Brian. I can’t control that before I purchased my home it hadn’t been internet for years all I can control is I’m willing to pay to get my install.This is the message I sent MICHAEL and it’s disgusting the way he spoke to me and hung up in my face. I hope this isn’t what this company stands behind! I was very respectful of you. I see that you have a issue communicating. I hope in the future you learn to correct that issue because you are in the field of customer service. Soft skills is something that is learned and I pray you are one day able to learn them. You hung up in my face after advising me that you couldn't complete the job because you didn't have access. (I was calling to inform you that I have gained access for you)I hope this isn't the attitude that your employer stands behind because the way you was being disrespectful after I've remained polite is beyond me. I'm trying to get this service for my kids and I've been very diligent about it.If you aren't happy with your job you could not come to work. The customers are who help you be employed and if you demonstrate that type of behavior often this will give you all a bad name. If the job is too much for you please advise your employer so that they can get someone out who is skilled for this job. Again I do apologize that you aren't competent enough to do this job. And I pray the lord allows you to have better days. Be blessed MICHAEL and I hope you learn to treat customers better!
5 years ago
nancy Mount Gilead, OH
I ordered service for my residence & business, for which they sent boxes but no one ever showed up to install them. TWICE! Therefore the service was never hooked up. I continued on with spectrum. This was in May of 2019 & they have not stopped billing me or harassing me, to date. They are now trying to say I, a senior citizen ordered self install for my home & business. I would have never done that, not in a million years, that's just one of their lies. I have involved the attorney generals office & centurylink keeps saying they have sent labels to return the boxes & that they will credit everything after they get the boxes. They have never sent the labels & I can prove that through photographed daily mail, in my email. While in the middle of trying to settle things through the office of the attorney general, I get a notice that centurylink has turned my account (that I NEVER had)over to a collection agency. Keeping in mind, centurylink gave me until the 24th of march 2020 to send boxes back (without the labels they claim to have sent)in order to receive the credit, but, On March 21st 2020 is when I received the credit threat. So this is their way of working things out, by lying & deceitful actions. How can someone collect on something they NEVER provided & better yet threaten an excellent credit record for something that NEVER took place?? WORST company & customer service EVER!! Almost a whole year of harassment from this company & still have gotten NO where!
5 years ago
Kim May Amarillo, TX
It all started in June 2019 when we wanted more speed in Angel Fire New Mexico. We ordered a new modem. It was delivered on June 22 and never activated. On July 2, 2019, we called to find out why the new modem would not hook up. Nearly 20 calls and 5 days later, no service at all.
No internet service to our home and the installer did not show up. I called to beg for service. Please turn on our internet. Customer service had no record of my account under that number and told us it was closed. We gave up since the account "was closed" and ordered service under my name. They showed up in two days. Internet service still active. No issues installing or setting it up for a "new customer."
Fast forward to February 2020 when we get a bill for collections that says service has been ON all of this time with no payment. Really, even if we had service, what internet company on the face of the earth lets someone have internet for 6 months without paying? This is a scam. We have called to talk about what is happening and they cannot find our account number. What on earth? After entering all of our information the customer service rep says that we upgraded on July 2 and have never paid the bill.
DO NOT USE this company. They are scamming people and falsifying records that state they have provided service when indeed they have not.
5 years ago
Beverly Schacher Gulfport, MS
We used to have Century Link as our internet provider before our recent move out of state. With Century Link we had problems with our internet every few months. Their customer service is pretty good to help get your computer back online but sometimes it took up to an hour of troubleshooting. We now use another provider and so far have never had an interruption in our service. Because of this, I do not recommend Century Link.
5 years ago
Steve Bellevue, WA
It is very difficult to review something that does not exist. I am speaking of customer service. On six different occasions I called customer service. I was put on hold once for 43 min once for 38 min once for 26 min another time for 24 min. I had already gone through the loop of answering the multiple security questions. I requested a supervisor and was notified none were available.
On one occasion I again requested to speak to a supervisor and was told he would not come to the phone until I told them what is was about. I had already told six different people before what it was about. They have accidentally (or on purpose I am not sure) hung up on me and NEVER called back. And here I thought they were a phone company. I have tried to chat online and been told that the online chat will not allow anyone to call back.
Meanwhile my phone issue continues. If at all possible chose another company for your provider. Here is a final insult to this Centurystink problem.
I got an email answer saying they want payment for service I was not given. “Please call this number”. With the SAME stupid customer service number I have had all the problems with. It would not even let me respond to their Email because it was a ONE WAY only email. PLEASE FOR YOUR SAKE try xfinity.
5 years ago
Dennis Bluffton, OH
I live in the country, four miles from town. CenturyLink is BAD as a internet provider. If I could have given it a half star I would have. The most Signal we can get is 3 Mbps download and 0.55 Mbps upload. That’s it, if it rains, snows or looks like it might be bad weather, every thing falls OFF! Calling Customer Service is a Joke. How many times do I have to speak to someone in the Philippines! We need a NEW Fiber Optic cable. We are running off of a telephone line that must be over 50 or more years old. The way CenturyLink fix’s any service call is to change pairs in the phone box near the road. The line is bad, changing pairs isn’t making it and never will without updates to their system!
5 years ago
Monica Sterling, CO
"You don't need to worry about pricing increases, an early termination fee, or rate changes."
You need to update this. Even with the "Price for Life" plan if you decide to cancel your service in the middle of your service cycle (which is different than your billing cycle dates btw), you will still be charged for an entire month of service and charged early termination fees.
Even if you are just moving, which they claim is easy to do, if it's in the middle of your service cycle you will get charged fees and pay for a whole month . They treat moving as if you are closing your account and opening up a whole new one. They won't tell you this up front, but that is what ends up happening.
Oh, and when you finally decide you've had enough of their incredibly slow speeds and non stop fees that you have to battle, you'll have to go through multiple attempts to figure out what to do with your modem. I was told I had 30 days to return my modem (because you have to use their terrible modem, they refuse to configure any modems now, so tack on $10 more a month to every plan) and that I'd receive an email with instructions. Well 4 days later and I've received nothing. I call again and I'm told that I have to print my own label, put it in a box that I have to provide, and bring it to a UPS store. I explain that I do not have a printer and I live rural, there isn't a UPS store for nearly 50 miles. Their answer? I should just find a library to pay to print it at, and that it wasn't their problem that I don't have a UPS store near me.
5 years ago
Andrew Wetterlin Shakopee, MN
I had scheduled for new service to be installed in my home today between 1:00 pm and 5:00pm. I took a half day off of work to make sure I was here to ensure the install could be completed smoothly. I received a voicemail at 2:23pm today saying there was an issue and the installation couldn't be completed and to call them for more information. I called thinking stuff happens and something must have happened unexpectedly with the install prior to mine and maybe I was being pushed back a day. NOPE, They called to tell me there was in issue with their system on the day I made the appointment and that the payment couldn't be completed. Why it took them until an hour and a half into my install window to figure this out and let me know nobody was coming I don't know. As I said earlier I took the time off work for this and this is how they treat a potential customer. When the lady said it's no problem she can take the payment now and we can schedule another appointment I told her exactly the situation and she simply said "I am sorry but if we can take your payment we can reschedule" again. At that point I just told her no thanks and I will be sticking with comcast. At least they had the decency to show up on time to our appointment. I will recommend to everyone I know against using this company...
6 years ago
Michael Schapiro Endicott, NY
CenturyLink is a scam! Our business signed a contract with CenturyLink in October of 2018. CenturyLink never installed the equipment(it is sitting outside our server room). CenturyLink quoted 1 month to set up. It is almost 1 year later and they still have not started the service. They did start billing us and continue to. I have asked them to credit it off since the beginning but just getting the run around.
Here are some of the quotes from a Senior Manager at CenturyLink to us:
October 9, 2018 - "Good News the instal may take a few months"
January 2, 2019 - "Alton, Was our tech ever onsite for the install?
January 4, 2019 - If we do not hear from him(Alton) I am getting my boss involved.
January 15, 2019 - " I have not heard anything .
January 22, 2019 - " My boss is trying to get you a response"
January 22, 2019 - "It's really frustrating"
January 312, 2019 - "They were suppose to send you an update. Not happy that they didn't.
February 21, 2019 - "Hey Alton, Michael is looking for some help here."
March 7, 2019 - "Alton, is there something we can do?"
April 16, 2019 - " I sent for an update last week. I will try again. "
April 16, 2019 - "I am sorry this process is so long and it seems it will never end"
May 8, 2019 -" I actually am helping Aaron because he reached out in frustration because of your current project manager. I was able to get your account number from him. I think I have everything I need aside from possibly having you resign the LOA forms for porting the numbers over again because the previous ones are expired."
May 14, 2019 - "I have been emailing the project manager but she has not gotten back to me yet. There isn’t anything that we have left to do so there really shouldn’t be an issue. I will email her again and forward this chain."
May 14, 2019 " I'm growing more frustrated day by day, and I hope we can resolve soon. We’ll talk about credits when it’s over.
Thank you Hope, she’s helping us out a lot."
May 29, 2019 - " have completed everything requested including the TN portability. I’ve also attached the VQT. Is this moving forward. "
Many more email of the same over the summer of 2019
August 6, 2019 " I’m at the point where I’m not sure what to do. I know this account was moved a few weeks back. Maybe the new account team can get something done. I think we can modify the current circuit for internet only, but not sure about adjusting the contract, it’s started billing. I don’t understand the billing, and they’re not willing to work with us. But I see what you see, they’re billing the same toll free on both invoices. I’m trying to get Hope to help me again.
Its tough, and I’m so frustrated. I can’t seem to get any help.
I’m trying to reach hope to see if there is anyone on her end that can get someone to check on the toll free.
It is now September 25, 2019 nothing has been done to move this forward. CenturyLink is still invoicing us for a service that was never installed.
Warning **** Scam!
6 years ago
Sara Midvale, UT
I have only had centuryLink for a few days now and every morning since being installed that have turned off my internet and I have had to call and speak to about 5-6 different people then wait hours for them to work on the account assuring me the problem will be resolved. Then the next morning the same thing happens. The most recent time was this morning and its saturday they tried to say that noting could be done till monday and i wouldn’t have internet tell then, when i started say i wanted my money back she said she was going to speak to some advanced tech and then she tried to get my internet back on and she was able to. Im sure this issue will happen again tomorrow. Im going to demand a full refund and switch as so as I can.
6 years ago
Cheyenne Gravley Max Meadows, VA
Everytime there is a power outage. CenturyLink loses remote access connection to your ip address. Now, field team can remotely fix this in seconds. And since CenturyLink doesn't teach their regular chat/phone employees how to understand this problem and how easy the solution is. They don't understand & send you a tech to your home, each time. A waste of your time, A waste of the Tech's time as well. Because when the tech arrives, he has to also contact CenturyLink and wait for field team to remotely connect. It's 2019. WiFi isn't new. This should not be a repeated problem, every other month.
6 years ago
Lauren Rocky Mount, VA
We have had this wifi service since we moved a year ago. It’s the only internet provider for my small town. It is AWFUL. I have to restart the Modem at least 6 or 7 times a day, just for the wifi to work. Not to mention, it’s so obnoxiously slow when it does actually work. We literally have to be in the room, sitting in front of the thing for it to have any type of connection to it. We have contacted them numerous times. They’ve come out and checked our modem at least three times; they say “it should work now”, yet it’s still the same horrid connection. They contacted us and asked about switching a plan, saying it would have better reach and connectivity. We fell for it, now we’re paying 2x what we paid before and still having the exact same issues, except WORSE. We used to have Cox, and it never had a single issue. We used them for a little over 4 years and I never, not once, had to restart the modem or even call them with a problem. Save your money. If your town has another internet service that may cost a little bit more, spend the extra cash if you want to actually have decent wifi and decent costumer service. Luckily for us, a new internet service provider has moved to our town. We, along with everyone else in the neighborhood, will be switching within the next month. Hopefully this review will actually post, being that I’m connected to a potato of a modem.
6 years ago
Mikey Arvada, CO
You get about 80% of the speed you pay for (which is not bad...), My Century Link reliability is Great, it is fully functional better than 99% of the time.
The BIG problem is that Century Link is a VARY Greedy company, they make you Re Negotiate the cost of your service every year OR they switch you to "price for life". This year my wife called to re negotiate and switched us to "price for life" this resulted in a 2.5 X price increase.
6 years ago
George
Connection i sometimes unreliable. when I have contacted them to discuss, their automated answering system is tedious. They then check their signal and tell me it is showing no problem yet There is and it takes some doing to gr them to send someone to fix the problem....
6 years ago
