CenturyLink Store

Hate Hate them I reduced my services but the cost stayed the same… they said it was a mistake on their part. Hold times are at least 20 minutes to talk with someone. Tried online chat that took 45 minutes to get an answer to my question. Then it disconnected me before I could ask any more questions. And they want 300.00 to end contract early. DO NOT USE THEM-​rip off

Absolutely the most awful service ever. I was ripped off and treated with no sympathy when I called to ask why my bill was 327 dollars for 2 months of service. I was on the phone for almost 2 hours and went through 5 transfers between 4 departments just to cancel my service. I will never contact them again even if they were the last provider on earth. I recommend you put up with cox cable. Even they are easier to deal with…

Internet service is awful and they overcharged me. They didn’t send me a notice that I had a bill to pay and still charged me a late fee. Do not go centurylink!

My bill goes to CenturyLink in Phoenix, but that’s likely just a billing center, so I’ll write my experience here.
I switched to CenturyLink for only home internet at the urging of a DirecTV customer service agent when I called into them to cancel/​save on my bill. I was offered a «bundle» discount through DirecTV for using CenturyLink for my home internet. I previously had Cox internet and was fine with the price, the service, etc. I switched because it was going to save me around $ 15 on my DirecTV bill and was about the same price as my internet with Cox was ($ 39/​month).
Our home internet was installed/​connected by a tech on Sept 16, and she was professional. Unfortunately that’s when we were told that our perfectly good, nearly new Zoom router was not «compatible» with CenturyLink’s DSL. I was never told that on the phone. She informs us that they can either charge us about a $ 6/​month router rental fee or we can buy it for about $ 100. OK, whatever.
Internet is working, seems about as fast as they said it would be (10 MB/​s downlad speed). HOWEVER, when I get my first bill it was not the approximate $ 150 I expected ($ 45 for Oct-​Nov pre-​billed, about $ 35 or so for the partial month of service in Sept, the $ 60 installation fee DirecTV informed us of, and any applicable taxes). NOPE, it was for $ 184.48. They charged us MORE for the partial month of service (Sept 16-​Oct 8) than for the full month of service!
I called into them to inquire, waited 12 minutes and after about 2 minutes of actual discussion with a customer service rep the call was abruptly disconnected. I was sitting still in my house, with full signal on my phone. WTH? I call back, wait on the phone again for about 10 minutes, and I get another rep so I have to start my story all over. She is in the midst of going through the charges (rather ineffectively) and explaining why it was so much (she confirmd that yes, they don’t «discount» partial months when they prorate them, which is why my first 23 days of service actually cost MORE than the full 30 day month did… how does that make any sense?!) The call disconnects again!!! Note that once again, I have full signal, full battery and was completely stationary during the call.
I immediately call DirecTV, get someone after only about 3 minutes of waiitng and surprise, surprise: I talk to him for about 10 minutes with NO issues of the call dropping. Clearly it was CenturyLink’s phones that disconnected. Luckily, the agent at DirecTV was at least sympathetic to my concerns and troubles with the two dropped phone calls, so he said he’d put in a request for them to look at my inquiry and call me back in the next few days. Nothing so far and it’s been one week.
I have worked out to the penny what I think my bill should be ($ 151.25) and once I do get ahold of someone at CenturyLink, I intend for them to adjust this or I’ll be opening a complaint with the BBB and likely cancelling my DirecTV simply because they talked me into switching to CenturyLink.
I’ll keep you all posted on things… wish me luck!

So frustrating. Consistently one of if not THE worst customer service lines I’ve had the displeasure of dealing with. It takes forever to speak to someone and that’s after waiting and being transferred around to the right department. Somehow I always get sent by a rep to some random voicemail. Our phone line and internet service go down whenever it rains in Vegas. It never fails. I can always count on our phone and internet not working whenever there’s a thunderstorm. I can also always count on them to take their time sending a tech the next day to our house if at all. Absolutely the worst phone/​internet service I’ve ever had. Total garbage. I’m done with this company.

Century Link is consistently unreliable and uncooperative. Their «customer service» people seem to work off of scripts, and they don’t care about, or even understand, personal service. Every time I have contacted them about a problem, they have been consistently uncooperative. If you are finally able to deal with an actual technician, the technicians themselves are usually pretty decent and try to be helpful, but the customer service people are horrendous and utterly frustrating to deal with. I would advise anyone to stay away from this company.

Never has customer service and competency been so bad… never. Wasted my time, money… no apologies. No compensation. By the end of a frustrating two day experience, I simply cancelled everything.

they say if you type something in capitals you are either yelling or emphasizing. in my situation it is both! so hear me loudly…***the worst service ever!*** i can sit here and write this long list of things that they’ve done wrong. but for anyone to take the time out to write these things is just enough said! escalation is a joke. all it means is we have a lot of other clients more important than you! even though we know that you are at our mercy, that doesn’t matter what matters is that we are going to make the calling center so difficult that you will just have to call in 3 – 4 times after being transferred all over the usa to the wrong departments! and there is nothing you can say or do but wait! *********wow*********

I contacted them via email about the hidden charges. They refunded the disconnect fee.

HORRIBLE! Unbelievable customer service/​sales. Worst ever. Unexpected charges. Not notified of changes to the bill. Moving charge. Price goes up with no explanation except «you were told about this». BAD BUSINESS. IF YOUR THINKING ABOUT GOING WITH THEM THINK AGAIN!!!

Cheaper than cox and for obvious reasons!!! Century link is horrible, first off I waited almost 2 weeks for them to come out and hook up my service. The technician that came out was actually super nice, knew what he was doing, great customer service. I signed up for cable, phone, and internet with them. besides the face that my bill changed each month, and I noticed I was getting charged for using *69 (which I had added the *69 feature) and when I called to inquire about that and why my bill was dramatically different. The rep I spoke with told me that I did in fact have the feature however I never called to activate it so I had been charged each time I had used it, and then she gave me several reasons to why my billing was always another amount each month. I then requested for them to cancel my service and pick up their equipment and I called cox and had them connect my services again yet I continued to get bills from century link, each time I called (about 4 times total) to have them cancel my service they said ok and someone would pick up the equipment, 5 months later I am now getting calls and letters from collections and I still have the equipment sitting in my apartment waiting to be picked up. I even told them I work in the office where I live so they can call me or stop by the office to pick it up if I am not home. This company is a joke cox may not be the best company but century link is the WORST!!!

ESCALATION!
Things seem pretty fouled up at CenturyLink. After I signed up for a new and improved «bundle» as they call it, my bill suddenly ballooned by $ 50. It shouldn’t have gone up at all. I merely switched from an obsolete bundle with Embarq, the former company.
The customer rep got snippy when I said I didn’t understand her explanation of the mysterious charges on the bill. «You understand it, don’t you?» Yes. «Then why can’t you explain it so I can understand it.» I could talk to you all day and you still wouldn’t understand. Supervisor!
«Escalation department,» the next rep answered.
If they have a whole department devoted to customer inquiries that «escalate» out of control, shouldn’t management step back and take a look at what they’re doing wrong? How about training the reps to talk to people so things don’t escalate?
I’m still not sure the issue is resolved. CenturyLink’s billing is a mess.
My Internet was out for a week while they plugged in my new bundle. They credited my account but I’m sure they’ll make up for it by overcharging me on the next bill.

THE WORST Company EVER~! Cancel my phone & internet in Feb 2011, they kept billing me until July. I called twice every month telling them I have cancel and to stop taking $ from my bank account. They tell me, my canceling order is pending & frozen in their system with an error. So FIX IT. They can’t fix it & spend me to every damn department to get it fix. Still not fix & it’s Sept. Trying to get my refund is a joke. No one knows what’s going on in my case. I tell them there should be LOTS of notes on my acct. They just keep transferring me to other departments. Or tell me to hold & get disconnected. Please wait about a month. Everything should be fix by then. Well it’s SEPT and NOTHING IS FIX YET. I still didn’t get my refund of $ 354.69 This company is ridiculous.
Update: Sept 29 Call back today and still no refund. Still can’t fix the problem & give me, my refund. Now they have another BS to give me. I think I heard it all from them =T
UPDATE: 10÷25÷11 Call today 1^st agent didn’t know what he was talking about give me mad BS & didn’t even ask for my name or acct #. Transferred me to another department. They said to wait 90 days. I told them I been waiting since FEB to now. SO she transferred me to another department. All that agent can say is that is our policy you just have to wait there isn’t anything we can do about it. Are you serious this is so beyond RIDICULOUS~!
Update: ¹¹⁄₄ still waiting for my check. =T
Update finally got a check in Jan 2012, Waited almost a full year to get my refund and no interest no apology from them nothing.

Ok, so far, but not without some headaches. First off I had to get rid of CLEAR — they suck. SO after the contract was up I signed up for centurylink — who was supposed to have a tech at the house today (21^st of Feb). SO I take a day off and no tech… Turns out the new # I was supposed to get got confused as did the date of install, there was an error on the order, got sent to «winback» dept… win who back? I’ve never had a phone # on the hardwire here and have had the house for 3 yrs. So I get pissed and scream my way up the chain of command through reps that «didn’t know what the error was» and couldn’t estimate a date when it would be resolved… REALLY!!! She tried to tell me I couldn’t get any answers from her super either, but I insisted.
Enter Steven, the customer service supervisor — great guy, easygoing, and knows how to keep a customer (Iwas ready to pull the plug at this point). We worked together to resolve the issue, removed the «error» from the order, and service will be on in less than 48hrs (manpower is short). EXCELLENT! This guy knows how to handle a situation WITHOUT A SCRIPT! Just wanted to say that’s good stuff — also A+++ for not outsourcing the call center to India — they were all American on the other end. Well done, and I look forward to using their service. To be continued…