CenturyLink

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Category: Services

Contact Information
Florida, United States

CenturyLink Reviews

herekittykitty April 27, 2011
Nonexistent customer service
My internet went down today for no apparent reason and after trying the usually fixes, I tried to call CenturyLink. I waited about 10 minutes after listening to a recording of how busy they were in Arkansas (I am in Washington State). I tried later - no answer. I tried early PM - no answer. I called every number that I could find for 24 hour Century Link and Century Tel service. I was told internet technical service was 'very busy' and that, being based in the southeast, there was no one closer that I could call. I am now 10 hours without internet service and I quit. What's the point of having a '24 hour' helpline that no one answers?
RandalW April 21, 2011
Speed Issue
I have been a customer for over 5 years of CenturyLink, previously Embarq, previously Sprint DSL. I've been paying for 5mb service since I signed up. I did get the speeds I was paying for to begin with but in the past year the speed has steadily been declining. I'm now getting around 1.5mb to 2mb. I called to complain about the speeds and CenturyLink was so kind to offer their new 10mb service so I agreed and had them do the switch. Then did have to change something at the CO and I was down for a day or so before it was completed. Now I have 10mb service, but continue to see 1.5mb up to 3mb at off peak times. I called today and was basically told that they know of the issue and are planning to fix it. I asked when, they said no idea. Could be 1 month, could be 2 years was what I was told. This is the third time I've called in since the "upgrade" to 10mb speeds. The previous 2 times I was told that I had an issue in the area and it would be fixed in a day or two. I'm tired of getting lied to and tired of them charging for service they can't deliver. I've even tried testing the service at 4am to see if it was a peak/off peak issue with no better speeds.

Thanks for listening.
Randy
The ignored 1 April 20, 2011
Beyond Belief bad service (avoid like thr plague)
They don’t listen, they cut you off, and frankly they don’t care.
11 April 2011 I called century link requesting that my service be transferred to them from Comcast. As I heard the person in the background fast a furiously typing (I guess on facebook since my order wasent processed)He was told that service would be transferred within 10 days. He said the order had been placed and depending on how fast my current company responded they would get me switched over. Two days later I called back to verify they had my request and things were in the works. Century Link confirmed and Comcast said they didn’t have anything yet. On the 19th I called again Comcast still had nothing. When I attempted to call century link; no one wanted to talk to me. I got transferred from department to department for 3 hours. I consider myself a pretty easygoing patient kind of guy; but this is ridiculous. Most century link people could not even find my account. Those that could would transfer me to someone who couldn’t. The worst was being put on hold for 35 minutes twice. After the second time I tried calling back and they were closed. The staff was argumentative, apathetic, and overall unprofessional. If you value your time and what’s in your wallet don’t even bother calling them. I wish the folks from Qwest could come out here and teach these folks the value of the customer. I guess they are still somewhat monopolized out here so they don’t have to worry about customer service. I am not going into all the details (they seem more like side issues of the overwhelming major concern which is “If you can avoid it stay away from Century Link!!!
Chow
NOKIDDING April 14, 2011
Canceled Dec '10 - still being billed April '11!!
Moved and canceled phone and DSL with CenturyLink Dec 2010. Despite numerous phone calls (res and supervisors) I am still receiving bills as of mid April 2011, and my account was sent to collection who threatened me and my family. We paid what we thought was the LAST bil. WRONG! BEWARE of scam... It is VERY, VERY difficult to actually cancel your CenturyLink service. They call it "ghost billing" I call it ROBBERY.
mecjr22 April 9, 2011
Poor Customer Service
I ordered centuryLink high speed internet on March 8th. I was told that a technician would be to the house on the 16th to do the work. On the 16th, a technician arrived and seen that we had no phone line to our house and told us that it would be a week before someone would be out to get a line to our house and our internet would be up in a week. A week later rolls around and no one has called or shown up. I call and they give me another date. That date rolls around and no one is there. This process has continued probably around six times without a single call from them. On April 6th someone finally showed up to put a line underground to the house even though it wasn't on the day that I was told they would be there. The next day I expected a technician to be there to finish the process but no one showed up. I called again and they told me that someone would be there on the April 8th, a month after I already ordered the internet. The 8th rolls around, I get off work and still no one showed up. I call again and they tell me that "per my request that they are now scheduled to come out on April 12th." I told the agent that I haven't spoken to anyone about a date change and they argue with me and say there is nothing that they can do. As always they come up with 101 excuses but no answers. It is now April 9th, and I would be willing to bet that they will not show up on the 12th. If there was another high speed internet provider in the area I would have canceled and switched a long time ago. No one once has offered me any compensation of any kind. Horrible customer service.
mgudites April 2, 2011
Unbelievable bad service.
This is a copy of a letter I'm sending to CenturyLink. Sorry about the length, but given what I went through, it's necessary.

After the experience I just went through in trying to get my CenturyLink service modified, I feel it’s necessary to relay the details to anyone who will listen. The level of service I received (mostly over the phone) is completely unacceptable, and something needs to be done in order to make sure other customers don’t suffer the same problems. Someone who can actually do something about it needs to hear an account of the kind of customer service that the majority of your employees seem to think is acceptable, and then they need to examine what’s going on at the phone-helpdesk and the local level and make some serious changes.

In November of 2010, I ordered the Prism IPTV service. Let me state for the record that I was thrilled at the prospect dumping Comcast completely – this is something I really wanted to do. I’ll spare most of the technical details, other than to say that the service is not ready for primetime. The DVR is garbage, plain and simple. It doesn’t work correctly, which is no surprise – why in the world you’d go with a Microsoft solution is extremely puzzling. I spent hours troubleshooting…emails, phone calls, tech visits, equipment switch-outs…it was verified that everything is good at the house signal-wise, so, it’s not us. For the record, my DSL had always operated flawlessly.

Cut to March 2011, we’ve decided enough is enough and just want to get rid of the Prism service, as it is simply unusable. The following is a day-to-day account of what I’ve spent that last two weeks dealing with:

• Saturday, March 19th: I called CenturyLink customer service to explain to them what I’m looking to do. I need to have a tech come out to the house to disconnect my Prism service, but to hook up the old DSL modem so I can keep the DSL service. Getting the Prism service installed required the technician to come onto the premises to rewire some jacks (the NIB is inside of the house), and I assumed that removing the Prism service would require a tech to come back and undo what they did in the first place. I spent about an hour on the phone. I was tossed around from Prism support to regular support and back several times, because no one could decide whether this was a Prism issue or a DSL issue. I finally got someone who scheduled an appointment, or so I thought. She told me someone local would be calling me the following Monday, March 21, to confirm exactly when the work would be done.

• Monday, March 21st: I never received the follow-up phone call I was promised.

• Tuesday, March 22nd: I call CenturyLink. I’m told an appointment had been scheduled for this coming Thursday. I never approved this and I never confirmed this. I told them it needed to be on Friday, since Prism support doesn’t do weekends. They rescheduled it and again, I’m told someone local will call me to confirm.

• Thursday, March 24th: I call again to confirm for Friday, because again, no phone call from the CenturyLink local office. I’m told someone will be out between 8am and 12pm to rewire things and pick up the old equipment.

• Friday, March 25th:
o It’s 11am, and no one has showed up, so I start to get worried. I call, and find out the appointment has been pushed back to 12-5. I was never told this. I reluctantly told them this was ok, and continued to wait.
o It’s now 4:30pm. I call, and I’m told, “we were already out there.” I had been sitting in my office all day – no one’s been out here, at least no one has knocked on my door. Next, I spent 90 minutes on the phone with them, half of it spent explaining to them that not only did someone need to do work to the outside of the house, but that I believed someone also needed to come into the house to rewire the jacks before the old DSL modem will work because that’s where the NIB is. Had they looked at the account of the original work done, they would have seen this. I had already tried to get the old 660 modem working, and it simply was not working. At this point, they can’t get anyone out here the same day. I’m told my case is being escalated, and that someone will be calling me on Monday the 28th to sort it out and get someone out here. I took a day off from work, spent the entire day waiting after being told repeatedly over the week that someone would be here, only for no one to show up, and then have to deal with a bunch of support people who honestly didn’t seem to care at all about the situation.

• Monday, March 28th:
o Late morning, no one has called me yet. I call customer service, and I’m told the case has been sent to a local supervisor, someone by the name of Avery (sp), who will be calling me. I never received a phone call from him/her. The best part is, I was told that they have no way of calling this person and/or put me in touch with him/her, because they don’t have a direct line to him/her or anyone local for that matter. The fact that employees at a telecommunications giant have no way of contacting their own co-workers by phone is the ultimate of ironies, and it’s beyond me how you all operate this way. All the person I talked to could do was email this person and wait for a response.

I should point out, throughout this entire ordeal, I asked repeatedly, “please, can I please talk to someone local. Can I talk to a tech, an engineer, someone who will understand me so I can tell them what was already done and what I need to have done, so perhaps the right people can come out here.” From what I was told, they can’t do that.
o Late afternoon, no one has called me (see a pattern here?). I call back, and finally someone is able to get “Avery” on IM, and I’m told a Saturday morning (April 2) appointment has been approved, since I can’t afford to take another day off of work to sit around here and wait for a tech. The person I spoke to on the phone gave me her extension/operator ID (not sure which it is), 62774, in case I should need to call her on Saturday. I was told, “simply ask for this extension and they’ll get you to me.” I’m also told that despite what I was told originally, now I need to drive over to CenturyLink to drop off the Prism equipment, because the techs can’t take it with them, which makes no kind of sense considering they brought it here to begin with.

• Tuesday, March 29th: A local supervisor, Dan Rodriguez actually does call me. I relay what’s happened to him. He said he will make sure someone comes out on Saturday morning, as scheduled, and will monitor the case.

• Saturday, April 2nd:
o It’s 10:30, and no one has showed up yet. Again, getting nervous. I call the number the operator from Monday gave me. I call several times, but keep getting an automated message that the office is closed, despite that your web site shows your Saturday hours as starting at 9AM local time. I tried calling Dan the area supervisor, but he’s unreachable. Finally, an hour later, I get through to customer service. I get transferred to several different operators, none of which can connect me to #62774. They say it’s not possible, and they can’t tell from the case notes who it was I talked to on Monday the 28th. Since talking to her obviously wasn’t going to happen, I talk to another rep. She says, “I see you have an appointment scheduled today, slated for between 12pm-4pm.” They changed my appointment without telling me. Again. I was able to get the operator to call dispatch and arrange for someone to come over before noon, as promised.
o It’s now 3:00. The technician just left, and things still aren’t working 100% (he has something to do back at the office to get things fully functional). He was here for over three hours, due to no fault of his own. Before I go on, I have to commend the tech, Ed, who was incredibly helpful and seemed to be the only person at CenturyLink I dealt with through this whole ordeal who actually got it. I doubt things would have gotten fixed today if it had not been for him. He’s the only CenturyLink employee who dealt directly with this case who was of any real help. He understands that the customer comes first, and that the people we spent several hours on the phone with should have just did what they needed to do to fix the issue at hand.
It turned out that despite everything I had been told, the prerequisite work that should have been done originally had not been done. The Prism service had not been removed from my account (had been told at least two times that it had been). I was still getting billed for bits and pieces of it, and as far as the wiring, they showed me as still being wired up for it. To make matters worse, the change order that had been put in specified that I wanted to ultimately end up with 3.0 megabit Internet, when I had specified, over and over and over, that I wanted to keep the 10.0 megabit Internet that I had had even prior to adding the Prism service. Getting them to keep it at the correct price was also an ordeal. It didn’t matter how many people I had previously spoken to, how many hours I had spent on the phone for the prior two weeks, how many “confirmations” I received…even after all that, they still managed to get the order completely wrong.

So, after the provisioning people finally got the modem functional at 3.0 megabits, Ed had to spend another hour-and-a-half-plus trying to get them to convert it to 10.0 megabit, which again, I never wanted to downgrade in the first place. They could have simply just done it, but it turned into a mess of red tape and orders, closing out this order, opening that order; meanwhile the customer is sitting here (and the tech for that matter) for three hours just wanting to get the service working correctly. While on the topic of getting the modem provisioned, I feel the need to call out one employee in particular named Ellen, whose information you can probably find on case notes from today (she worked in the department that does provisioning I believe). She was downright nasty to those of us on the phone call, despite being told about the situation and being aware that not only had a tech been here for three hours trying to fix the issue, but that the customer was also on the line listening to all this. This person should be fired on the spot as far as I’m concerned – all she did was make a bad situation even worse.

CenturyLink’s performance during this entire ordeal was appalling, and it is something you should be completely ashamed of. You don’t keep appointments, your employees throughout various departments don’t/won’t/can’t communicate with each other, your customer service helpdesk people are completely incompetent – one hand never knows what the other is doing at any given time, and in some cases, they’re downright rude. The level of communication between the people who work the phones and the people who are local needs to be vastly improved. There is something really wrong with the fact that it’s that difficult for a helpdesk person to get a local engineer on the phone to assist with a problem. This whole thing could have been dealt with really quickly, and without a premise visit, had the correct people been involved in the first place.
Up until today, I had always talked very highly about CenturyLink, even defending you when people at my office would say negative things (for the record, I work in IT). To me, you were always what I thought Comcast should strive to be like, and in one fell swoop, you completely changed my mind.

Feel free to pass this letter on to whomever you see fit – hopefully it gets into the hands of someone who can assess the situation and possibly take some corrective actions.
Corona77 March 31, 2011
Billing issue resolved
A couple of months ago I was about to dump Centurylink over billing issues. I'd given up trying to get the issue resolved. Joey (Centurylink) responded to my complaint here and I contacted him directly with the details. Within a week he managed to resolve the issue, which as it turned out was caused by my fatfingering in the account number when I set up payment through my online bill pay service. That wrong number (off by one digit) had been in place for at least a year with no problems. My guess is that it finally caused a problem after Centurylink change their billing system. I thank Joey for taking the time to track down the problem and let me know how to fix it. No one else had bothered to do that, but just repeatedly sent the account issue to be manually reconciled month after month without contacting me the root of the problem. I thank Joey for working with me and tracking this down, but it occurs to me that Centurylink has some work to do on their account management processes. I'll take the hit for inputting the wrong information initially, but there was no feedback process in place to let me know about it even when dealing with customer service monthly by phone.
loovulkats March 31, 2011
Poor customer service and incorrect bills
I do not pay for long distance service from Centurylink. I only have local calls only. Last fall a long distance call came in on my bill. I called to complain because NO long distance call are ever made using CenturyLink from my home. I have 2 other methods of doing that. The man removed the charge. I removed the auto-pay feature so I would watch my bill more carefully. Months pass and things are fine. I reinstall the auto pay feature. Coincidence or not the second month there is another long distance call on my bill. I Googled the number. It belongs to DirecTv. I do use DirecTv but I always call them using their toll-free number. Even if I did call them long distance I wouldn't use CenturyLink. I have only had CenturyLink 9 months and it has been one thing after another with them. I asked the lady when my contract was up. She told me I didn't have a contract. She said she would place my long distance call complaint up for investigation. I hung up, made a couple of calls to arrange alternate service and called back to cancel my CenturyLink service. Now they tell me I do have a contract and it will cost $99 to break it. The contract is up July 1st. Even if I have to use 2 cans and some string I will cancel these guys on that day. I have again removed them from auto-pay. I'll wager there are no more overcharges.
gail young March 30, 2011
not getting the speed I pay for
increased my internet speed to 1.50mbps yet when I go to the global broardband speed test I am always getting a much lower speed, Last speed test shows .092mbps for my speed, yet centurylink modem test says I am getting 1.72mbps which I no I am not.
TomNC March 28, 2011
dsl speed
Centurylink is a joke of a company. They are having high speed internet issues here in NC for the past two months, and it is just getting worse. We are paying for 10mb per second, and at any given time we are under 1. This is ridiculous, we have gotten a second modem, had a splitter installed, so the modem is running by itself through the phone jack, and NOTHING has changed. NO ONE in their so called support center can answer any question to my satisfaction, and something has to be done. They are a sham of a company.

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