CenturyLink Reviews 

Your ad says Century Link requires the internet or cellular coverage & service fail during power outages. To the best if my knowledge, this is Not true as my nearly 87 year old mom has had a landline for a thousand years & has Never has the internet or cellular coverage in her home & the phone has Always worked when power was out. Not saying Century is great but just correcting incorrect information.

wait time over one hour. customer service rep very rude. telling me to go to web site and hit a tab that was not there, told me to listen to her and only hit the buttons she said to. told her that button was not showing up. did this three time until she then said your on the the site, I'm on the site you told me to be on. she said I would have to do it on my own.....

Another company was installing fiber optic in our neighborhood and accidently cut CenturyLink's line while digging. The crew doing the work recommended we reach out to CenturyLink to get the line repaired sooner(they were told 4+ days after calling 811). I'm not sure how big of an outage this caused, but there are a handful in our neighborhood that were also affected. We reached out via their online chat and also called. In both we were told that "no outage had been reported" and that they can send out a tech to look at the issue the next day. No one in my household could take a day off a such short notice. I asked if they could give a narrower window for when a tech could come out. But they only window they give is 9am-5pm. I asked that if we made sure they had safe access to where the line was cut, if we had to be home. They said if someone isn't home, regardless if the area is accessible, there will be a $99 charge added to our bill. So we asked if they could send a tech out on the weekend because we are not taking off work for them to fix their own problem. The soonest weekend availability they have would be a week and a half out. Which means going almost half of their service period without their service being functional and still having to pay the full price.
Of the four different customer service representatives we spoke to, only one initially talked about the $99 if we weren't home. The other three tried scheduling a tech for next day service and didn't say anything about the $99 charge until we asked for clarification. Then, they would go on long winded explanations about how it was a waste of the techs time if we weren't home. Which is hilarious considering I'm expected to take an entire day off work to sit around home for a tech that may or may not show up.
We choose to get a different internet provider after spending a collective 5 hours on this customer service nightmare.
Our neighbors still don't have internet. CenturyLink will still need to access our property to repair their cut line. We still won't be home, but now there is no bill for them to charge $99 to and no way for them to coordinate property access with us.

Dear Century Link and respective followers. We wanted to provide some feedback on a recent service experience with CenturyLink. We hope CenturyLink (Quantum Fiber) uses this feedback to improve their customer service.

First, we'd like to say we have been customers for approximately 8 years or so. We have been fortunate to use the 1GB fiber service and the physical service itself, has been excellent. We've had very few, if any, outages and have really had a pain free internet experience thus far.

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

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

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

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

At first, we were merely trying to schedule a service technician. It went from 2 days to 2 weeks out. We could do it online either. We had 3-4 chats, 1-2 phone calls, and our issue is still unresolved.

Speaking of unresolved, they want you to complete a survey after communicating w/ the chat team. They ask if the problem or issue was resolved. Well if you schedule a technician, how could the problem be resolved at that time? Don't you have to wait until the technician arrives at your home and solves the problem? The chat survey should be about the interaction with the representative only, not what may or may not happen after the fact. Once the technician service is complete, then you could ask if everything was resolved or provide comment on the overall experience.

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

Let's face it. All internet service providers kind of suck. This is why CenturyLink sucks in my experience. 1. Service is mediocre. Most people don't need Giga speeds, but if you do, good luck reaching those speeds consistently. The modems they provide won't cover even a modest house, so you'll need extenders. 2. They're one of those companies that offer the best rates to new customers, while jacking up the price for existing customers. 3. The worse of it. Customer service. They're one of those companies who will recite company policy to rationalize screwing over the customer. I recently switched to Xfinity because they ran a special that saves me $40 bucks a month. When I went to cancel CenturyLink, they said that I had already been billed for the upcoming month. On the same day I called. After fumbling around for over 10 minutes, the CS finally processed my cancellation. Then I had to wait another 10 minutes to speak to a supervisor, who went into sales mode trying to retain my business. But he recited policy to me about how they don't prorate. Out of courtesy, seems like it'd make sense to refund me that money because I'm not going to need it. No. "No exceptions". You guys suck dude, I said.

Century link has become a very deceptive company. Customer service is absolutely horrible. Most of it has been outsourced offshore. I wouldn’t expect Lumen/ centurylink to remain in business using their deceptive trade techniques. There have been numerous lawsuits from different State attorney generals all of which were justified. I’d stay far away from centurylink. They’re so far off the mark from their business model of 20 years ago. Stay away.

Useless, incompetent reps. I talked to 3 different reps to simply change my WiFi password and none were able to. What a waste of life. Stay away from.

CenturyLink has consistently failed to provide reliable service or follow through on scheduled technician appointments.

Over the past five years, we have scheduled multiple service visits to address ongoing internet problems. Each time, we were told the wiring was at fault, yet the issue has never been resolved. Appointment windows are listed as 8:00 a.m. to 5:00 p.m., requiring an adult over 18 to be present for the entire day. Because my husband and I work full time, this has required us to take unpaid time off work.

On multiple occasions, no technician arrived, and no notice or meaningful follow-up was provided. As a result, we have lost work hours and continue paying for an internet service that does not function reliably.

This pattern reflects a lack of accountability and respect for customers’ time. CenturyLink needs to improve scheduling reliability, communication, and follow-through, and provide customers with service they are paying for.

I would give a 10 below zero rating if possible. My phones have been out for almost 3 weeks and have spent more than 10 hours on the phone with their terrible tech support in the Philippines as well as onshore. No one can figure it out so after 28 years, I have been forced to switch to Vonage.

Non-existent customer service. Horrible internet speed and support (because you can’t get a live person. The phone options always defer you to another company and drops your call)

Century Link has a horrible customer service system. Every time I have an issue, I have to call at least 4 times. The only way to get through / speak with a representative (from India) is to choose a menu option where new sales, promotional campaigns, or upgrading. That's the only way to get a hold of a human. Next, the human is in India, and that would be fine, but they go through some ineffectual protocol and transfer you again to another Indian guy who mumbles with a strong Indian accent, and you cannot understand anything. My neighbor originally set up my interest service with Century Link through his phone, and though I've had the service for 5 years now, and I have begged them, BEGGED them, to cancel his number and use MY number to the account that I pay on countless times, and they never ever, ever do it. So every time I have an issue with the service, I have to use his number to get help. Also, every time it rains the internet croaks.

SCAM and terrible customer service. They FORCE you to move from Centurylink (where we had stellar service for 15 years) to garbage Quantum Fiber. Supposedly under the same "parent" company. On the call with the Customer Service rep, I can hear at least three other reps speaking to other customers and their entire conversations. I can also hear the keyboard clickity clacking. News flash - did you know there are headsets that cancel out background noise??? No help, being billed TWICE for both Centurylink and Quantum Fiber with each of them transferring me back and forth between their two companies without resolution. Neither of them can tell you what my account number is with either company or how to locate it in the app or on the computer. Complete clown show. I am disputing the double payment. As soon as I can find a replacement ISP, I will move away from BOTH. Good bye.

Our land line got hacked on 9,14,25. Transferred to a cell phone that could get texts. This let the scammer have a way to get into financial institutions in order to steal funds and attempt to open credit cards. Century link let the scammer get the line we had for 45 years. So much for their security or lack of it. We had no service for a month. Century link canceled our service but not our bill. almost 3 hours on phone call to resolve problem, partially resolved. Support staff difficult to understand out of country, poor English. Sad for a once great company.

I have been a CenturyLink Phone Customer for a long time, and I have many problems with their service. The phone lines go out often, and it always takes weeks to get repairs made. Now it has been 3 weeks without a phone landline, and they just closed my account without making repairs. They are still billing me for this month, even though I have had no phone all month. They refuse to make the repairs, even though I did not cancel service and have been paying my bills. It cost me $8000.00 to bring phone and electrical to my rural home, and they just want to abandon my phone service. They are dishonest and corrupt.

Horrible service. They do not answer their phone and put you through a Merry-Go-Round of listening to voice options.

Terrible experience, a scam that I don't understand how it stays in business and how the government allows it to operate when they practically provide no service and just take your money. Only 48 hours of very poor internet (without a contract) and I had to pay $120 to cancel. They are garbage and their advertising is deceptive. Their customer service is terrible, but when it comes to selling, they are complete frauds. DO NOT HIRE ANY OF THEIR SERVICES. YOU WILL WASTE YOUR TIME AND MONEY.

Terrible experiencia, una estafa que no entiendo como se mantiene en el mercado y el Gobierno le permite trabajar si practicamente no dan servicio y te quitan tu dinero, solo 48 horas de internte muy malo (sin contratro) y tube que pagar 120$ por cancelar, son una basura y publicidad engañosa, el customer services terrible pero para vender un verdaderos farsantes. NO CONTRATEN NINGUN SERVICIO PERDERAN SU TIEMPO Y DINERO

CenturyLink internet has got to be the worst option for internet, but it works if it’s your only option. Never in my life will i recommend them to anyone. My modem randomly decides it’s done for the night, and nothing fixes it (i go through every troubleshooting step). I’m already paying an outrageous price for barely 40 Mbps, and then they tried to bump my bill another $10 for no reason. Also, don’t even get me started on their modem “lease.” You either drop $200 up front or pay monthly forever, but those payments never actually go toward owning the modem. So where do they even get that number from? It’s basically a subscription to frustration.

Terrible customer service. I will be switching to a different internet provider ASAP

ZERO STARS!!! Customer service?!? HA HA!!! Representative got upset because I asked him to spell his name (VERY thick Indian accent!) I’ve been with them for 9 years and they stopped my loyalty discount which increased my bill 33% !!! They wouldn’t restart the discount so I said I’d canceled their service, and they said OK, and I did!!!
NEVER will I do business with THEM again!!!!

Would give them no stars if I could. Horrible reliability, I work from home. Had to go someplace with Internet to keep my job several times. My service could be out 5-7 days at a time and all they would say was working on it and should be back on by midnight day after day. And then NEVER credit me with that amount as they promised. I was so happy to finally get a reliable Internet service and keep my job. They owe me money, which I am sure I will never see.