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1.8
Updated by user Feb 07, 2016

I had commented that I had found a local retail store that would help me mail the modem back to CenturyLink. When I got home from work the following day, low and behold I found in my mailbox a return shipping label from CenturyLink.

I followed the instructions to the tee .

I also wrote down the serial number of the modem and will file that along with the rest of my paperwork. I had to use my own box which had DISH printed all over it. No mal intent. It was the only box I had and the modem and associated wires and power cord fit perfectly.

I had it dropped off at the UPS store in less than 30 minutes. I have a receipt reflecting the drop off date and time along with a tracking number. It was delivered on Friday February 5th. the last business day without incurring another rental charge for the modem.

I will file all of my paperwork so I will be ready I case CenturyLink says they didn't receive the modem. The guy at the UPS store says they are notorious for this.

WHAT I LEARNED:

Don't waste your time with the support team.

Write down all correspondence and conversations, date and time. Keep all of your paperwork on file. And most of all, find a retail store right away and let them return the modem.

I will update this post if CenturyLink contacts me saying they didn't recieve the modem. Otherwise I will consider this issue resolved.

Original review posted by user Jan 30, 2016

The product worked just fine for me until I had a connection problem. The first time it happened it took 10 days to restore my service. It turned out that a tech, while hooking up another customer's service had unplugged mine and plugged the new service into my port. They did credit me for the time lost.

The second time it happened they were never able to fix it. They sent a tech out that told me after about 45 minutes that he would have to refer this to the "cable division". This happened two more times with the tech telling me that they would have to "refer this to the cable division".

It was then that I canceled my service. This is when I had the most problems. I have been trying to get the modem back to them, having several calls and chat sessions with the service team, finding out that if I didn't get the modem back within 30 days of my cancelation service I would be charged for rental of the modem. The only way to send it back is to wait until I get a return mailing label from them. Use my own box. Pack and send the modem back.

Although I asked if there was some where I could drop the modem off or an address I could mail the modem without using their mailing label, the answer was No,. I sit here one week away from the 30 days, just off another chat session. I was informed they would have to resend the mailing label. Hmm, they seem to get my bills here OK.

I'll have to wait another 7-10 days for the label. I'll be over the 30 days by then. It's been 23 days now since my cancelation of service.

I asked now what. I was told to call back on Monday and complain. That's what I've been doing over and over again with no clear results or no compassion for my issue.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

CenturyLink Pros: Product.

CenturyLink Cons: Service.

Location: Sun City, Arizona

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Yenifer Bxe

Long time ago I need to cancel.this servicr I'm still spended my money for nothing..

Keilin Fac

I serious hate centurylink. They promise good rates but charge the premium rate.

Can't get through to an agent without being on hold for along time and then they drop the call.

Chat is just as bad, as they can never resolve the correct amount on the bill or uphold what the contract says. I have spent way too many hours on the phone and chat without getting the problem solved.

Rashana Zgg

Here is an update:

Although I was told by the service team I couldn't return the modem to a local Centurylink store, I happened to do a search on the internet for just such a store. I gave them a call and they said to come by on Monday and they would ship the modem back for me and give me proof that I sent the modem back including a tracking number.

I'll update this post after I get that done.

Guest

Wow...I don't know whether to say its more relieving or sad that I'm not the only one this has happened to.

Nine days, multipe tech calls, AND a new router later the tech was finally all "Oh silly us...there's the problem we accidentally shut off your switch. No wonder you have no service pshaw!" Considering I almost lost my second job that requires internet at home I was less than amused.

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