Almost impossible to get a live representative. Any call coming in when I am already on a call disconnects the call I am on. The AI does not understand unusual problems. Finally a rep but the connection was disconnected. Time to get a new company. The company deserves to go broke.
I have the worse home internet service. It’s extremely slow. It keeps freezing. I loose internet service. If you call customer service, you get an automated service. In other words, no one to truly help. The on line or app is only good for setting appointments. If I could give Centurylink 0 I would…..
I was a CenturyLink customer for 32 years. I canceled my account on November 20, 2025, and requested a UPS return authorization for the modem. Upon receipt I dropped the modem off at UPS and received a tracking receipt. 7-8 days later I verified that it was received by CenturyLink, so I disposed of the tracking receipt, MISTAKE. Two months later January 25, 2026, I received a bill for $162 for an unreturned modem. After several calls to UPS and being told each time, CenturyLink is the only one that can and should provide the number they generated, they refused. I spoke with 2 agents, and each verified the November date they emailed the return authorization to me and then spoke with a supervisor by the name of Ashley, all of which refused to provide it. Ashley, did verify my account of 32 years but would not admit that the modem was 10 plus years old that they were still charging me $162.This is after suffering their slow antiquated speed forever.
We have a generally terrible experience with CenturyLink for both home and business services. We discontinued Internet at our home in the mountains because it simply did not work. They said they would not fix the problem as it was too expensive. We cancelled our business service as it was so slow it was impossible to use. When I cancelled and had a $11.00 overdue balance, they charged $18 late fee.
If i could use minus s numbers I would. They are the worst internet service ever. I don't know how they stay in business. Back in December I had paid for my monthly service on the 5th of the month. They did not credit it until the 9th. No problem right? Not! Then they tried again on the 11th to charge me again for service fee. Of course they were unable to so they cut my service off. Then the war began. Everyday they were demanding payment when they were already paid up. So I began the hassle of trying to find a way to get them to realize that they had already been paid. I was in contact with them everyday for the entire month arguing back and forth with them and contacting my bank to make sure they had been truly paid and no other action had occurred. Everyday they told me a different story on why they needed payment. They had taken the money from my account so why did they want paid I would argue. Everyday they had a new story why. It went from you never made payment to there was a dispute on payment, bank recalled payment, bank closed account with us, you asked bank to take money as return, we refunded your money, we issued a refund to your account, to anything they could come up wi5h to not admit their mistake on my payment for services. I don't have the money to pay for services again and again every month with no additional service rendered. They were paid and low and behold here we are over a month later with more excuses from them. I have all of the records to prove I had made payment and they received payment and that they discontinued my internet service. I have bank statement which show there was no refund ever issued and they had been paid. I believe that they are embarrassed over the entire thing and now they are refusing to make it right with me without me giving more money to them so they can say they were right when they were not at all ever! I don't know about anyone else but I refuse to give this fight up for my refund and I have discontinued my account with them. They stole my money and I don't know about anyone else but I should have read the reviews before I had service with them from the beginning. It has been a terrible thing with them from day one of getting them for my internet needs. They even took 9 weeks to get the service in from when we had agreed to have it originally connected. Good advice from me would be to read the reviews and make a better decision than I had. Even their overall star rating is one. It should have been a red flag but I did it anyway. I really need them to return my money and would love an apology for all they have put me through . I still want to say again that they were paid, on time and in full. Now I have had no Internet and they blocked my address from anyone else being able to connect at my home. Users and abusers of the system. I would love to see them put out of business so no one else has to go through what I have. So beware of them. Scammers and users of their authority
WOW! Talk about bad service. I called to have internet set up, I was on the phone with Tammy for quite a while answering her questions. She finally got that all done. While on the phone with her I had to receive 2 emails, answer the questions and send back. When that was done she said everything was good and set up an install date. Earliest was 8 days later between 8am and 5pm. yesterday I waited all day for the installer to show up. He never did. I called the customer service line, only to find out they could not find anything on me. No account number,even though she gave me one, no install date, even though she gave me one. Said the only thing they could do was start the process over. I will do without internet before I go through all that again.
It is IMPOSSIBLE to talk with anyone at CenturyLink to cancel service. Infinite and Kafkaesque menus driven by AI keep you a prisoner of their bad service.
Try to get through to cancel my service. No way of getting through I was on hold for days listening to their stupid music. You can't cancel your service online you can't even push the cancel button it doesn't work and then when you push oh I'm going with somebody else they try to chat with you and then the chat people don't know anything you're saying you can't find a decent email to even email them it runs you all around you can't chat with a real person and you can't talk to anybody it took me days I was so pissed off by the time I was done I can't stand that company they're ridiculous and their website is so jacked up you can't do anything on it the worst experience I've ever had was trying to get through to CenturyLink useless company don't ever try to go to with them that's all I have to say they're worthless.
The least dependable company there is. Had service with them for a very long time, No other choice at the time in our area. Had copper to our house a ripping speed of up to 10mb. I stayed that way for a long time. During that time had numerous problems at their Box down the road from us, some moron kept messing with the connections and moved my connection to another set of cables. when working it was mostly still 10mb. Until they ran fiber by my road. Then it dropped to 2mb. Called, they said that was the most I could get, But the could connect me, copper to fiber for $10 more a month and I would have 40Mb. I did. Well, it worked for a while. Then problems started again. I am retired from the IT field, with knowledge in cable and fiber optics. Every time I had a problem I would take my equipment outside to the telmark unit, connect and see that the problem was their line, not inside my house. The said they could send a Tech but if the problem was in the house it would cost me $100. I said no one was coming in the house because it was their lines or equipment. They stated that they could not send a tech unless I agreed to the fee. So later on the rate was raised to $60 for the same sucking service. Finally broke the camel's back. I called to disconnect, They did everything they could to slow or stop me from disconnecting. I finally told the person I talked to, to either cancel or give me their supervisor, I am sure they could do the job. Woke her up real fast she said she could do it, when did I want it disconnected. I said now. Finally Free of the Pain in my backside. Please do not go with Centurylink, unless you can withstand their crap. I hope someday that there is a class action lawsuit against them. A lot of people would get pleasure from that. Right now I have been on the line for 44 minutes just to talk to someone about the credit to my account. Yeah, I am free from them and with a new service and I get up to 350mb.
If I could rate them a negative number I would and it would be -100!!! I have been without a land line and internet for 8 days… they have repeatedly lied to me telling me it would be fixed by the next date at 1pm or 4 pm or 2 pm depending on what day I called them (it has been several).. I lost my dog of 16 years… I have no access to my cloud photos, internet or getting records. no one can even call me I have had to use cell data which is a cost of 15 / 1gb… I am now paying over 60 dollars for cell data usage and not getting the service I paid for with century link.. It is obvious, they just don’t care and are not bothered by lying to their customers… I have been without them 26 years… this is unacceptable and I will be filing a formal complaint with BBB and whatever other agencies I can.
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)
