Anonymous

Centurylink....Bad Service and Bad Company!!

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I signed up for Centurylink Internet service online on May 15th 2017. I received an email confirmation that the Tech would be at my home on May 18th between 8AM and 12PM. I took off from work to make sure I was home. I waited until 1:30 to call customer service to inquire about an ETA for the tech and the young lady (very rude and sarcastic) said that she wasn't able to tell me when the tech would be at my home to install the service. I didn't have a good feeling about this order and advised the young lady to cancel my order. She put me on hold without any explanation. I was on hold for 4 minutes the first time and when she came back to the phone she said that she will cancel the order and "it was going to take a long time to get the order cancelled, that she was putting me on hold to have it cancelled" This time I was on hold for 11 minutes. When she came back to the phone I could hear people in the background laughing. I asked her how much longer she was going to be and she snapped at me "as long as it takes to get the order cancelled" and she put me back on hold. VERY UNPROFESSIONAL. She came back to the phone and said that the order was cancelled. She grumbled and hung up. A week later I received a bill from Centurylink for $329.00. They were charging me for cancelling and for services that were never installed. After 3-4 calls to customer service and finally speaking with a supervisor, I just received a bill today with a $0.00 balance. Bad Company and Bad Service!!!!!!!!
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Reason of review:
Poor customer service
Anonymous
map-marker Naples, Florida

Incompetent, POORLY TRAINED ,uneducated simple people

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The first problem was I signed up . I was lied to about the package they sold me , didn't know I wasn't getting Direct TV . The tech never showed up the first day . I spent 16 hours waiting for Techs . Tried to call to get Bill resolved said they don't know about my plan , must have been a middle man who signed me up . I tried to cancel , its 220 $ to cancel . After about 10 calls I got a discount for 12 months , more than what I signed up for and stopped calling . Internet is OK
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Reason of review:
Not as described/ advertised
Yony Pqk
map-marker Tukwila, Washington

Horrible experience

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Starting from the day of account setup for internet services till the last day (which lasted only for a month), it was full of issues. How difficult could it be to setup an account for any service. Had to make bunch of calls to customer service just for account setup, then they sent wrong order. After that connection is not proper, full of speed and connectivity issues. Agin there were billing issues for months bill and when finally I wanted to get rid of them then no easy way to return the device and all. Not all this, after paying the whole bill amount, I am still getting their bill showing that I haven't paid the last bill (which in reality should be the only bill which I have already paid), I have already paid what I may not even have used for. but pending bill still ??
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Loss:
$150
Cons:
  • Speed issues
  • Connectivity issues
  • Billing issues
Reason of review:
Bad quality
chris m Xhl

Overcharging

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I want to warn everyone that Centurylink will intentionally add charges to your bill in the hopes that you do not notice. Please watch your bills, I just had mine reduced 120.00 in one hour long call. Internet speeds are nowhere near what they claim and what I pay for, complete rip off!
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Reason of review:
Problems with payment
Shaylee Gpg
map-marker Minneapolis, Minnesota

Worst customer service ever

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They could not figure out an easy billing issue (needed to change address to process final bill) Took 4 phone calls until it was resolved. Each time I was greeted with an automated system that does not work. Then put on hold for over 15min before I could talk with someone. my new location offers centruy link, but I will go with any other provider, just to not deal with them again. why do you have to type 100 words here? one two three four five six seven eight nine ten. 11 12 13 ** ** 16 17 18 ** ** 21 22 ** ** jasdkhf kajfh kljfhlakj FKahf kljas dkjlhaskjakjf kljakdhkjh kjasf kjfkhj kjhf khjfakhjkhjkhfd khjdk . dk dfskhdkfjhhjdfkjhdkd . kdfjkhdfjkhdfhjkdfkjhd . dkjdsfhkj jsdfh kjdfh kdsjf kjdhfahRF LKASHFOE KJASDHF IEDF jsdhfjhdfskjh kHKJHKJDSF kjkkkdliioerio
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Reason of review:
Poor customer service
Anonymous

Terrible customer service and wrong information

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We decided to switch internet services to century link. We were told that we could get 40mbps at our residence and installation the following week. I took off work on thw day of installation. No one came during the installation hours so i called century link. I was told that someone should have called me to explain that we are not able to get 40mbps, but we are able to get 10mbps. I cancelled. So no one came, no one called and i have lost a days worth of pay from work. False information and a lack of customer service will keep me from ever using century link for services.
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Reason of review:
Poor customer service
Anonymous
map-marker Kissimmee, Florida

Complete lack of knowledge in Customer service!

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To begin with, their product is quite inferior compared to its competitors. We tried to sign up for their on line "Centurylink One" program and it turned into a total fiasco! No one I spoke to had any knowledge of this new program so basically had to inform their own employees of what "Centurylink One" actually was! After at least 10 separate phone conversations with them in 5 days and only wanting to just get service at my location, I gave up! I called Spectrum and that very day, were out to my house and had me up and running. Funny side note though, Centurylink finally showed up at my door the next day asking me if I needed service???
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Cons:
  • On hold for hours at a time
Reason of review:
Poor customer service
Anonymous

Promises, promises, and the speed keeps dropping

I shelled out for 7mps internet about 10 years ago with century link, and it ain't cheap. 7 mps was the best they had to offer in my area, but I was promised than soon they would offer faster speeds. Speedtests showed speeds that rarely got over 3.5 mps. It was always my fault, of course. No matter how new or expensive or what model my modem, they always wanted to sell me a new one, on credit of course. Many many trips to fix the lines, sometimes the internet got better for a while, usually not. Oh, and I could hear other voices on my phone. But Centurylink never wanted to address that, despite all the line work a block from my house. "Ah dunno...." Flash forward to 10 years later. Somewhere along the line, Century informed me that the speed I'd originally paid for was actually only 5 mps, (BS), which they say means 3.5 mps OK...... They're still promising faster speeds "in a couple of weeks". This has been going on for 10 years, mind you. They give me great discounts if I complain enough, 40% sometimes, but somehow in a month or two my bill always crawls back up to more than I was paying before. Go figure. Today, 10 years after I was first promised faster speeds "in a week or two", my internet having run extremely poorly for the past couple of weeks, I ran a speed test. I now am receiving 2.5mps, or half of what they tell me is the fastest speed available in my area, the 5mps I am paying for. I have not called repair. I think it's long past time to switch to cable, despite the bad reviews that have kept me from making the switch. Enough is enough.
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Reason of review:
Bad quality
Anonymous
map-marker Orem, Utah

They will cheat you.

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I called to cancel service after moving. I've had service with them for several years, but re-signed a 1 year contract several months ago because if you don't stay in contract, the price jumps really high. They don't service the area I moved to, and are saying I have to pay an early termination fee because "it's not our fault you moved to an area we don't service". I didn't realize I'd be held hostage by CenturyLink into staying within their service area. It's not my fault they don't service the area I moved to, either. I asked to speak to a supervisor and they said that the supervisors don't take calls. Buyer -- be very, vary, wary.
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Loss:
$200
Cons:
  • Marketing lies
  • Entire company
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Don't charge a termination fee since you can't provide service where I am.

Anonymous

Very poor service

2days of no show or call, I called them 6-8 times to see what was going on they always said will contact service tech he will call you never got call back went to facebook all I could see was bad reviews every one I talked to said they where so sorry but never did anything finaly told to quit telling me they were sorry because they were not they keep telling what ever it takes to get you off the to get to next complant from the next person they won't help best to avoid this company not worth it july 28th and 29th
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Loss:
$1000
Cons:
  • Extremly slow support hours sometimes
  • On hold for hours at a time
Reason of review:
Poor customer service

Preferred solution: Fix the damn phone on time

Anonymous
map-marker Chicago, Illinois

Kept canceling

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My family has been waiting a month for a direct line to be hooked up. We are going in our fourth appointment with them. I am told between 8 and 5 they will be here. I call around 3 to see when they will be here and get told they will need to reschedule. No explanation but that the technician put in a reschedule order. I am at a loss for what to think. I have never had such horrible service with anything. This company is a joke to treat customers this way. Appointment is rescheduled for tomorrow, if cancelled i am goung with mediacom.
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Reason of review:
Poor customer service
Anonymous

Centurylink 30 day free trial is a scam!!

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I signed up for CenturyLink service and was guaranteed 45 Mbps during a pre-trial period for the first 30 days. It took several days for a service person to come out and actually get the service working and they informed me that the fastest service in my neighborhood was 15 Mbps.

After initiating actual service and running a speed test I was getting only seven Mbps. I tried it out for a few days to see if it would be sufficient for my needs because I was unaware of just how much speed I would need. After approximately two weeks I called and tried to cancel this service and was told the department was only open for a small amount of time each day and only Monday through Friday and that I would need to call back. So I called back later and asked for a shipping label to be sent so I could return the equipment and to have service cancelled and a couple days later I received a bill 4 charges that I did not agree to pay including a welcome package and shipping of the equipment to me among other things.

I again called back to cancel the service and question the bill and I was told that they would send me a shipping label and that the service would be cancelled. Approximately a week later I still hadn't received the shipping label so I called back and was told that the shipping label should have been sent but that the service was never actually cancelled. So I again requested for the service to be cancelled. Several days later I received another bill this time for all the original charges and a month's worth of service.

I called back requested to cancel the service have the charges dropped get a label sent to me so I can return the equipment. The agent said they would be putting me on hold however they did not and I could overhear them speaking with their supervisor who was not willing to even look into my case or situation and instructed the agent to ask me a bunch of really irritating questions and told the agent to tell me that I would have to pay these charges regardless.

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Reason of review:
Not as described/ advertised
Anonymous

Terrible service

spotty service-over charging from agreed price-charge for repair service. I would never get th shain
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Reason of review:
Pricing issue
Anonymous

Should be out of business

There is no words that explains how terrible the billing, the lies, and the customer service is!!!!!!!!!!!!! Call every single month in which on hold any where from 30 minutes to an hour. One time I called and was on the phone for OVER 3 hours. The problem is that even after all of the phone calls the problem is never corrected!!!! This is by far the worst company I have ever done business with!!!! The bill is always wrong and no one can seem to help or I get transferred to several different people each with a VERY LONG wait time. Please do yourself a huge favor and stay away, far away.
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Reason of review:
Problems with payment
Anonymous

HORRIBLE Service

If there is any other option available, I strongly advise you to take that option before using CenturyLink. With CenturyLink you're lucky to get half the internet speed you pay for. During peek usage hours it barely works at all. Technicians do not show up for scheduled appointment times and then do not bother calling to inform you that they won't be coming, (My appointment window was any time before 6pm.) They are the single worst internet provider that I have ever used. When you call customer service to find out where the Tech is they say that there is nothing they can do.
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Loss:
$85
Pros:
  • Customer service was friendly
Cons:
  • Do not provide what is promised
Reason of review:
Bad quality

Preferred solution: Full refund

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