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CenturyLink

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5.9

Overall Score

LAST UPDATED: February 27th, 2024

While the company started as a small family business in the 1930s, CenturyLink has eventually become a household name in the ISP industry.

CenturyLink has a history of acquiring other companies to increase its nationwide reach. These expansion efforts led CenturyLink to become the third largest telecommunications company in the United States. It serves all 50 states with its extensive fiber-optic internet networks and DSL service.

CenturyLink offers Price for Life plans that don't have a contract and boast download speeds as high as 1 Gbps (1,000 Mbps). Customers can choose plans that have a data cap of 300 GB or plans with unlimited data.

Recently, CenturyLink has expanded even further to offer entertainment like Century Prism and DirecTV service. If you're interested in purchasing phone or TV service in addition to internet, you can bundle services to save money. 

CenturyLink strives for great customer service to help each of its customers have a unique, positive experience.

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The Good

  • Fast Speed Available
  • Contract-Free Price for Life Plans
  • No Overage Charges
  • 24/7 Technical Support

Fast Speed Available

CenturyLink offers a wide range of internet speeds for its customers. These speeds are specific to an exact location and vary depending on the area, but they are typically among the higher speeds in the industry. In some areas, customers can have a download speed of up to 1 Gbps (1,000 Mbps) in major cities with fiber-optic availability. This top possible speed is one of the fastest internet speeds available on the market, especially compared to the available speeds from other broadband providers. 

Upload speeds range between 256 kbps and 5 Mbps. If you need a high-speed internet connection, check with CenturyLink customer service to see what is available in your zip code.

Contract-Free Price for Life Plans

Like most ISPs, CenturyLink offers packages based on speed. You can determine what works for you based on the devices you'll use and the number of people in your household.

If you sign up for internet service online, CenturyLink offers four plans that don't require a contract in most states. The rates for these plans won't rise if you keep the plan without making any changes (like an address change):

  • 20–140 Mbps — $50 per month
  • Fiber Internet 1 Gbps (1,000 Mbps) — $55 per month

You probably won’t need a contract, because CenturyLink can typically offer its packages on a month-to-month basis. You don't need to worry about pricing increases, an early termination fee, or rate changes. 

CenturyLink provides reliable internet for a home Wi-Fi network. The company also offers good internet security and backup services with its internet packages through Norton by Symantec. 

Making payments each month for internet is easy to do through an online CenturyLink user account.

No Overage Charges

You may have to watch out for CenturyLink's data caps; it's something that a few CenturyLink customers complain about.

CenturyLink sets limits for how much of the internet its customers can use in any given month, which is 1 TB. This is a generous amount of data, so most customers won't surpass it. Internet service providers do this to try to control the available speeds for all of their customers and make sure the system functions properly, but it can be a drawback if you use up a lot of data.

CenturyLink customers who exceed their data limits will not be required to pay an overage charge. If you eat up too much data, you'll receive a notice. CenturyLink might slow your service down.

24/7 Technical Support

The company offers 24/7 technical support, which is very convenient. If a customer is not satisfied with the services they receive from CenturyLink, they are protected with a thirty-day, money-back guarantee.

Be aware that some customers complain of poor customer support. Reviewers note that phone communication with CenturyLink takes a long time, and technician visits are sometimes missed and rescheduled. This is a frequent complaint in the ISP industry. Test out your commununication with a customer service rep through your preferred method of contact to get an idea of the average wait time and quality of response.

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The Bad

  • Variable Speed Availability
  • Variable Price for Life Availability
  • Additional Fees
  • Customer Complaints

Variable Speed Availability

Not all of CenturyLink’s plan options and speeds may be available in your area. Fiber is typically available in select urban locations.

It is easy to view plans that are available in your area on CenturyLink’s website. Rural areas are more likely to have access to DSL service and slower speeds.

Variable Price for Life Availability

The CenturyLink Price for Life guarantee isn't available in all 50 states. Check to see if CenturyLink allows a package with a Price for Life guarantee in your area.

Additional Fees

CenturyLink charges additional fees for the following:

  • Modem rental — $10 per month or ~$150 one-time purchase
  • Installation — $125

The modem one-time purchase cost varies but is no higher than $150. Be sure to ask what the cost would be to you if you purchased it one-time versus paying an extra $10 monthly rental fee.

Some areas may have an option for self-installation, which is free.

If your plan with CenturyLink is based on a contract agreement, then you may be subject to an early termination fee if you end the contract early.

Customer Complaints

Customers complain about a variety of issues with CenturyLink, including poor customer service, connection issues, and connection speeds lower than their advertised plans. Be aware that most internet providers have similar complaints.

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The Bottom Line

In recent years, CenturyLink has become one of the biggest broadband ISPs in the country. Its broadband internet service is available in all 50 states. But be warned: each specific address has different high-speed availability.

One perk of CenturyLink is that the service is month-to-month without a contract. This gives customers more flexibility.

Before signing up for CenturyLink, be sure to pay attention to additional fees — setup and equipment — and the offerings available in your area. As with any internet service provider, read the terms and conditions before signing up for service.

Overall, CenturyLink provides quality service with affordable prices. Potential customers should consider CenturyLink when choosing an internet provider.

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Star Rating

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3.1

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811 Reviews

Review Breakdown

5 grade

17%

4 grade

17%

3 grade

18%

2 grade

11%

1 grade

38%

Sentiment Criteria

Value

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Quality

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Service

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Rock Chick Albuquerque, NM

I don't understand how people can give CenturyLink a good review.??? I've had nothing but drop offs in my internet since April of this year to present. After calling numerous times and navagating through the stupid robo assistant to get a customer or tech representative on the line was a frustrating full time job. After putting in 3 repair tickets for drop issues I was then told it was my modem? I was steamed that after 3 repair tickets they couldn't have told me it was my modem? So I purchase a new stupid modem and was still having issues. I called again and I get this b.s. that the traffic was to high and that they cleared it out and sent a command to my line to stay stable???? None of that made any sense to me cuz they could've done that the first time if it were actually the problem-right?! And couldve saved me $200.00 bucks but they dupe you into buying things you honestly don't need- meaning my modem wasn't the problem and I had to purchase a new one. Plus I don't have a clue to what the problem actually was cuz internet has been stable so far giving me almost 30 days without interruption until last night. Seems pretty convenient that they have now fixed the issue? Along with this issue I'm being bombarded by customer service to upgrade to faster speeds when I can't even pull in the 40mbps they sold me for my area. They should KNOW THIS! Because of all the above my bill is now SCREWED UP AND THAT NEVER FAILS! I called last mo to get my discount put back on and was assured this mo bill would be correct! WRONG!!! I tried to contact them through chat and that's even more frustrating.. The chat window only scrolls so far during a conversation and everything I type after a certain point can't be seen and you can't scroll any further. So I'm typing and can't see my replies and the rep William wasn't responding to any of what I had typed so I ended the chat and started a new one and it never connected to put me in queue to a rep it just sat there blinking. So I haven't gotten anything resolved AFTER TWO attempts to reach someone to get my bill corrected. Must be nice to take ones money and fail misserably to provide customers with any kind of descent service is corporate GREED in action.

5 months ago

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Rev. Dr. Dorothy E. Hooks The Villages, FL

My internet service went down due to a storm - my modem and phone line were fried - found this out when I logged into my centurylink account for them to do a modem checked. And I was on the phone for hours with several reps. I was given an appointment for July 18, 2023 between 8a and 5p. But no one showed up or called to reschedule. I missed a very important therapy appointment because of this!! I am a senior citizen and total and permanent disabled Veteran so I go to therapy several times a week!! But due to centurylink's lack of care for their customers, I am in more pain now since I did not attend my therapy!!!! I was on the chat site with different reps for over 5 hours trying to get them to send a tech to fix my line and modem. They want to send me a modem but what good is a modem on a dead line? I even tried to cancel my service but couldn't do that either. The reps lied and said their systems were not working and even on my account, it would not allow me to cancel!! centurylink is a joke!! I don't know what happened to them but I want nothing to do with them!! I just want to cancel this one account with them!! I want an honest company!!! They expect me to continue to pay them for a modem and line that does not work!! That is wrong and crooked!!!

8 months ago

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Michael Panciro Las Vegas, NV

The rating of a half star is generous. But it's the lowest available. The SERVICE is extremely poor. The representatives are not knowledgeable. And the support system is disorganized - you need to go through several unqualified team member before reaching a Tech, if you even reach a Tech at all. The waiting time is in hours not minutes. PRICING doesn't mean anything if the services do not work and that's the case with Centurylink. SPEED is unreliable. I my area 950mbps gets you about 500mbps which drops to 8-16mbps and then freezes. The service is extremely unreliable. I lost service for nine weeks going through the repairs process. I final gave up and went back to COX. OVERALL, I would strongly suggest avoiding Centurylink. If you don't have reliable service and support, a lower price doesn't mean anything. And it is not worth the anxiety you will have dealing with poor service and poor support.

8 months ago

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Ashlie Ferreri McMinnville, OR

They made me wait 3 weeks for install and told me I had to be home 7 am-7pm. I waited. They never came. I received the router a day after they say they installed remotely. I still have no service. I now wait another week for a technician to come out at which time I must be home again 8-5. Such horrible service. I so wish we had any other option at all.

8 months ago

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Brenda Magnuson Seattle, WA

Deceptive pricing..."Lifetime" pricing I signed up for lasted only six months, then jumped by $10...so, I should be dead after 6-months? When I closed my account after six months, they closed all of my billing too...naturally, I thought all had been paid, since my account was an autobill...NOPE! How was I supposed to even know there was a bill to pay when I received NO notification or statement until it was past due and they charged a late fee of $18.00!!! This is incredibly sad because I had no problems with the internet service itself....this is just a VERY DECEPTIVE COMPANY with it's advertising and billing practices!!!!!

9 months ago

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MaraLee Murray Berthoud, CO

ZERO STARS. Internet download speed is 3 mbps or less at my address, and there are no other options with Centurylink. So I had a different service installed. Now I am not permitted to cancel my Centurylink service because my abusive husband did not allow me any access to the account, even though I'm the one who routinely pays for it, and he hasn't lived at the address for the last year. He can't even come to the residence; there is a restraining order against him. I am his f-ing wife; I still bear his name as his wife (unfortunately), and yet I have no control and no rights around an account that I am paying for. This is INSULTING and ARCHAIC.

10 months ago

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S. T. Kline Omaha, NE

If I could give it less than one star, I would. There ought to be a negative star rating for this pathetic provider. Connection went down four days ago and no word from company when it will be restored. I am switching to Cox.

7 months ago

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Pat Lagnier Queen Creek, AZ

I called customer service because I was overcharged by $90.00; my monthly charge is $45.00. I was told that Direct TV billed through Century Link was the one that overcharged me. I called Direct TV and was told that Direct TV did not overcharged me (I talked to the President's assistant). I filed a complaint with Better Business Bureau against Century Link. They never responded. I went on their website and use the virtual assistant. When asked the reason of my call, I started to type the detail I am writing here, the chatting closed claiming I did not respond quick enough.

9 months ago

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anon ymous Omaha, NE

We've had problems with Century Link email every few weeks since they moved to the new platform months ago. Support is worthless -- it's only "chat" (not phone) & twice today I've waited in line from caller #80+ to #30+ only to have the chat auto-disconnected. The 2nd time I was watching & immediately clicked on "click here to reconnect" but it didn't. Earlier when I DID manage to get through on a chat, the person told me to reset my password & THAT only made the problem worse. Instead of getting ONE reoccurring (over & over) error messages, I now get TWO. Century Link itself disowns ANY responsibility saying they've turned email over to this 3rd party.

1 year ago

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Stephanie Cox Commerce City, CO

I have been a Centurylink customer for over 20 years. They used to have great customer service. NOT ANY MORE. Our internet went down Monday. 48 hours later I was still stuck in a texting loop where the bot (it has to be a bot) would run the connectivity test until it failed after Step 2, then say a technician would contact me in a few minutes, then ghosted me. This happened over and over. Finally I got a human on the phone. I think it was his first day. After the mandatory troubleshooting, he set up a ticket for tech support. I got a text saying they would come to my house between 8 and 5, then that they would be there by noon. I stayed home to wait. THEY NEVER SHOWED. I texted yet again. Two hours later I got a text saying my appointment had been rescheduled for one week later. THIS IS ABSOLUTELY THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD PERIOD.

1 year ago

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J WB Seattle, WA

I had a scheduled appointment to repair downed lines outside for 1/14/23. I haven't had phone or internet for over a week. I received a text the day prior (1/13/23) confirming that the tech will be there between 8:15am-4:15pm. The morning of, on 1/14/23, I received a text stating that the tech will be there between 8:00am & 12:00pm. Then, out of nowhere, I received a text around 10:00am staring that the tech will arrive at our original appointment date on 1/17/23 between 8:00am & 12:00pm. That was never a scheduled time & the original date had always been 1/14. After chatting with someone online (cuz I couldn't reach a person on the phone) they basically said, "tough luck that's the earliest we have available". My schedule repair appointment was that very day not 4 days later! So I decided to grab my ladder and fix it myself! I went outside, took my ladder, spliced the wires, connected wires by using wite nuts, and taped it. I fixed their issue then they sent me a text saying they identified and resolved the issue! They first lied to me then claimed credit after I fixed their problem outside! I should bill them for my time!

1 year ago

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Bonnie Gibson FL

I have been a Centurylink customer for years, too many evidently. My internet is out since December 22. I had a service appt scheduled yesterday between 8-5. Even received a text message confirmation. No show, no call, and now I cannot get another appt until 12/27. I guarantee I am going to have to threaten to get credit for those days. Customer service is horrible. They all have different lies they tell you, and one even guaranteed they would be there. Once fixed, I'm looking for another Internet provider. Worst company ever. Avoid them at all costs and save yourself a lot of grief.

1 year ago

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Dana E Seay Miami, FL

This is worst experience of my life dealing with centrylink.!!! I have been dealing with an issue for 3 weeks and it still isn't resolved. I have spoken to atleast 30 and no exaggerations!! Just a few of the people I have spoken to, Gracey, louis, Booja, julio and the list goes on. "Customer Service " is a joke!!! All they were worried about was getting a high rating . All they did was tell me what I wanted to hear. All of them are liars!!! I went through the whole process today AGAIN and they hung up on me after I was on the phone for over 30 minutes AGAIN!!!!! I have wasted so much of my time on this BS!!!! I went on line to send an email to the CEO and it was a bogus email!!!! Who are we really dealing with??? Absolute Nightmare!!!! I will never recommend this company to anyone!!!

1 year ago

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Darrell Westfall Graham, NC

I signed up with CENTURYLINK in June 2022, for fiber optic up to 940mbs plan for $50, and now Brightspeed internet has taken over their accounts! My plan speed has dropped to 60mbs and when I called Brightspeed I was told I didn't have fiber optic anymore! Stange as I have fiber optic cable installed at my residence! Brightspeed internet downgraded my plan without any conveyance to me! I called and spoke with customer care and was told I had regular cable service! I was told if I wanted fiber optic service 100mbs that I would have to pay more! BEWARE BEWARE of CenturyLink/Brightspeed internet all they do is get you signed up for a plan you want and then the sneak in changes to your plan hoping you won't notice! BEWARE BEWARE BEWARE Centurylink/Brightspeed will rip off their customers!

1 year ago

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James Scoville Jeffersonville, IN

The absolute worst experience of my life with a company. I can not believe how poor they are at communicating and how they just lie to you without any care in the world. the amount of disrespect they have for your time and effort to be available when they say they will be there yet nobody shows up and nobody calls you. They are the one provider in my area so there is nothing else we can do but just sit back and take it. they even suggested to me that i should look at finding a different provider. Just adding salt to the wound since they know that they are the only option I have. Just a shamed that this state lets a company treat customers like this and does not let competition provide the best service.

1 year ago

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Russ Leaming Blair, NE

CenturyLink has no technical support via phone or internet. Spent 2 hours on the phone trying to get them to send a tech out as the line coming into the house had noise on it. CenturyLink phone support can only read step by step instructions from a guidebook on what to do. After 2 hours on the phone, they finally agreed to send a tech out. The tech called before he came out as they are not given information on what the problem is. After speaking to the tech less than a minute he knew what the problem was. A bad phone line coming into the house. The tech could actually hear the noise on the phone as he was talking to me, the same noise that was on the phone for 2 hours when I talked with phone support. I finally just got rid of my home phone and DSL. Having no service at all is better than having CenturyLink.

1 year ago

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Jane Eden Prairie, MN

I would like to give a negative 5 for my experience. My Mom-in-Law recently moved from her home into assisted living. We opened a new account for her in her new apartment and cancelled her old account at her home. We were not informed of how to establish new service at her new address so called for technical assistance. After HOURS of phone wait time and endless chats we got a text saying a service tech would come by between 8:00 and 4:30. But, if tech turned out not to be needed we would be charged $99. Fine. We then got a text confirming the tech would be at the HOUSE address at that time! There was NO way of correcting this outside of cancelling the order! We could not make the correction for the correct address! AND we got the bill for services we still do not have. It is also impossible to cancel on-line or by phone and all their brick and mortar stores are closed. If you value your sanity avoid CenturyLink at all costs!

1 year ago

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Stacey Knox Denver, CO

We have been with Centurylink for about a year now. In that year we have had our internet "connected without internet" a minimum of 12 times. When we call in they tell us that our service is working fine. Well, if is was do you think i would be calling?!?! Their service tech appointments are a week out. Which means we go a week with no internet. This past time the internet went out we scheduled with the tech. We were told someone 18 or older had to be home the day of the service "your tech may arrive between 8am and 6pm" 😲 So just you sit around like you have nothing else to do and wait for him! Okay, so I take the day off of work. I sit around patiently waiting. Then my phone alerts me that the technician has completed the service and it is working??? WHAT?!? I live in the country. I have 2 dogs and a driveway doorbell. The tech never even pulled in my driveway! 🤬 I call century link and ask to speak with a supervisor---sure no problem one will call you back. Well, here we are 48 hours later and no supervisor phone call. I called back again explaining my situation (oh, and BTW if you get a representative that speaks English well consider yourself lucky! 😖) The tech says they will direct page the technician to come back to my house with a replacement router and he will be there before 6pm that day or before noon the next day (another day we have to take off work to sit around waiting) Well, 2pm and no sign of the tech so we call in. We wait on hold for over 30 minutes and explain our situation and are told, "please hold" after 30 minutes of holding we hang up. Okay, lets try their "chat" feature which is supposed to be quicker. We chat with an individual who again tells us our internet is working. I invite them to come try to connect to it and ask to speak to a supervisor....oh, imagine that: "your connection has been lost" they disconnect the conversation. You cannot even get through to speak to anyone and if you do they disconnect or put you on an infinate hold! Their service works great WHEN IT WORKS. But if you need ANY service forget it---they have the WORST customer service of any business I have seen in my life. So here I am waiting another 10 days for my next service appointment to fix my internet. I will be without internet for over 2 weeks before (if he even shows up) the technician comes again. I am now shopping around for another provider. If you have another choice LOOK around!!!

1 year ago

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Kwame Herzog Albuquerque, NM

Since the date we set up for internet, this company has been a nightmare to deal with. First a technician marked that they had delivered items needed to set up our internet, which never happened. Then when the items were eventually delivered, and set up by myself. It didn’t work so I called them and stated that we still didn’t have internet (keep in mind I asked for a tech to be scheduled with the delivery as we just moved into the building), which they then mentioned that a tech needed to come out to activate the line. Luckily the tech was the only one who knew how to get things done. Sporadically my internet goes out during my work day (I work from home) and then I have to do a whole song and dance for it to sometimes come back. But each time I have to call these people, they seem to always have an explanation as to why it’s not working but yet can’t fix it and then I’m told I need to wait 4days before a technician can come out to figure out what may be wrong. Each time I tell them I can wait four days for you guys to maybe send some one out, please figure out how to send someone over now. No one seems to actually want to do any work to resolve this matter. If I had the option to go with another provider, I would in a heart beat. If you have ants that can provide you with internet service, go with them. At least you know what you are getting.

1 year ago

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Carlyle Colorado Springs, CO

Below is my verbatim response to a recent Centurylink post customer service survey: You can make it much easier by answering your support phone calls within a few minutes and start helping your customers without them holding on the phone for hours. I absolutely hate calling Centurylink for support as I know I will commonly be holding on the phone for hours before a support person will actually start helping with a problem. You think people have nothing better to do with their time? We had to stay on the line for 3.5 hours before an support agent starting helping us and then holding around another .5 hours after being transferred to a second person to get a recommended replacement modem/router send to us to attempt to solve our connection problem. Try doing that sometime then think about what kind of service you just received. If it weren’t for having so many devices (multiple Firesticks, echo dots, smart TVs, a printer, a Roku etc.) tied to your router/modem wireless address etc. that we would have to reprogram to another provider we would already be done with your terrible support service. We might still do that as this same long hours of waiting has happened too many times in the past few years with us and friends. Don’t you keep stats on waiting times from start of a call to the end? It is disgusting. I know you justify it as “well”, people can go on to your online help and spend all of their time searching for help with little or no success or chat via typing when some people are very slow 1 finger typers. Plus with your internet out that only leaves the phone to work with and it’s extremely small screen to see any support site and very small keys to try and chat with. Plus some people have to pay for all those minutes. Believe me, that we and others share our experiences with our acquaintances and online review sites which I have done before and will do again soon after this last experience. Good luck keeping your customers with your present policies of “helping” your customers. We would be pleased to see you go out of business. No apology will ever suffice for your kind of current support service. By the way your agent ended up talking us into buying a $261 new router to fix our lack of internet connection. When it arrived, I installed it and there was still no connection so I had to call back and your next agent said it was the DSL line which it turned out to be. I had told the original agent the DSL light indicator was not green so why try to sell us a new device? Now we had to return your expensive modem/router as the one we already had was NOT faulty as suggested by your original support agent. Add us to your, I suspect, growing list of totally dissatisfied customers.

1 year ago

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Dillon Muto Miami, FL

On start up I was told i would have to wait 14 days for the tech to come out and I wouldn't be billed until they came out and started my service. I was billed that night. I called and explained what happened and that I didn't want to pay for 14 days I wasn't using their service, they agreed and refunded the money, told me it would be pulled again on start up. 14 days later, the tech shows up at 7 am, never checked to see if the Internet was actually working, it wasn't, and marked the job as complete and left. I called to see why it wasn't working and was told that the service was refunded. I explained again that it was supposed to start the day of installation, I just need them to take my money and turn my service on. 5 reps bounced me around to different departments then put me on a two hour long wait just to pay my bill and get a tech back out here. 40 min Into my two hour wait time and I get disconnected , waiting music just goes silent. I call back and try again, same exact process happens, I get disconnected after 50 min this time. I give up.

1 year ago

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marveliss O'Fallon, MO

I ordered internet service with centurylink and waited for weeks, they NEVER gave me service but they had NO PROBLEM taken my money weeks prior. I was given 3 different dates, when the time gets close for them to come out they would move the date up again...how frustrating. I called EVERDAY for a week, all I got was, its pending. A Installation guy set up everything 2 weeks prior. I have no idea why they turned it off and they don't either. When they can't give me any information they hang up on me, very rude. A very professional Man name Roy is the ONLY ONE there that is Amazing. It's too bad he's wasting his time working at that mess of a place. They have treated me like trash, except Mr. Roy, Thank You So Much Mr. Roy you are truly appreciated Sir... Centurylink is a VERY PREJUDICE COMPANY. They NEVER gave me internet, kept making excuses and reissuing installation date. It's a shame to treat less unfortunate people that way...

1 year ago

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Wais ROOSE Chandler, AZ

I used their internet service for 4 years and had to cancel my account due to moving to a new place. Afterwords, I called them to ask if I owed anything on my account and they said no. One year later radius global solutions a debt collector send me a letter stating I owed X amount. I called CenturyLink again and once again they said no, I dont owe anything. After speaking with them 4 times finally they told me I owed an X amount which they did not contact me or have received any mail to know about it. HORRIBLE CUSTOMER SERVICE. They screwed my credit and I will not recommend CenturyLink to anyone. Please safe yourself the headache from these cons

2 years ago

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Troy Breshears Springfield, MO

I would give zero stars if possible! I signed up for service with Century Link in January for an install the first of February, I got a call saying the installer ad Covid and that they would have to reschedule for the 11th, while not happy with the idea I understood. Fast forward to today (the 11th) and the installer arrive at my house this morning and proceeded to inform me that he could not install my internet because the company had not came out and buried a line to my house, Needless to say, I'm furious! I then get a call from a supervisor with the company to inform me that they scheduled the line to my house to ran on the 9th but the installer was sick and that it will not be April 4th before they can get to me!!! April freaking 4th!!A two month delay because a guy was sick? Unbelievable! This is the most poorly ran company I have ever dealt with and will NEVER use their product! Please avoid them, they are an absolute disaster!

2 years ago

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Don Abletes Las Vegas, NV

I had a confirmed appointment to get my internet setup on 1/25 between 8am-5pm. Waited all day for the technician to come. Nobody showed up, no call and no text. Called customer service around 6pm and i was told that they still have until 7:15pm to complete the order. Again no one showed up, no call, and no text. I called this morning to find out what's going and I was told that the update that they got was that no one was home. The technician lied. My whole family works from home. Now the earliest appointment they can give me is Friday 1/28. I'm supposed going out of town by then. So now I will have to rearrange my schedule to accommodate theirs when it's supposed to be the other way around. If I just don't need a backup internet service since we work from home I would have just stick with my Cox internet service.

2 years ago

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Andrea DiOrio Columbus, OH

I have been with this company for 45 years and have never experienced such poor customer service in all of those years. My phone has been dead for at least a month. And this happens to be the 3rd time in 6 months. After an hour of waiting on the phone for someone to pick up, the customer service rep informed me that a technician wouldn't be out until January 22nd. Today happens to be January 10th. So I'm supposed to pay for a service that I'm not being provided? Bad bad business. Century Link may be connected to phone lines and not cable lines but what good is that if the phone is dead every other month? What's going on here???

2 years ago

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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.

2 years ago

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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.

2 years ago

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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

2 years ago

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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.

2 years ago

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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.

2 years ago

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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.

2 years ago

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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.

2 years ago

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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

2 years ago

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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.

2 years ago

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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.

2 years ago

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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.

2 years ago

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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.......

2 years ago Edited September 14, 2021

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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.

2 years ago

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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.

2 years ago

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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!

2 years ago

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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

2 years ago

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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.

3 years ago

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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.

3 years ago

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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.

3 years ago

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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.

3 years ago

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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.

3 years ago

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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!!!!

3 years ago

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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.

3 years ago

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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.

3 years ago