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CenturyLink / Centurytel Consumer Reviews

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A Bunch of Lying Salesmen
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LORAIN, OHIO -- I was trying to sign up with Centurytel for business and internet services. They just are a lying bunch of salesmen from a third party company that sells for AT&T and I guess Centurytel and who knows how many other companies. After getting the runaround and transferred around to other salesmen who changed the cost of the service and finally the last person just hung up on me. I guess I should consider myself lucky not getting sucked into service from this ** company. It appears many others have been scammed before me. STAY AWAY FROM CENTURYTEL!

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Ongoing internet/DSL Errors Causing Slow Performance
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

NORTH PRAIRIE, WISCONSIN -- Since May 2018 I have been dealing with DSL poor line quality due to CRC errors in the hundreds and FEC errors in the millions in a weeks time. Our service prior to May 2018 was good for the 3.5 MBPS but starting in May we started seeing thing just buffering and buffering. My daughter was trying to watch 15 min school videos for her college classes and it was taking 45 min or more to get through one video. Prior to May the internet service was good enough that I could work from how and hold meetings on my IP phone and do screen share meeting but not anymore. At some times just checking email is a buffering nightmare.

Attached is a recent DSL status snapshot from the modem. The techs come out and do very little, put there test meter on the line and look. So far the drop from the service post has been changed. The Modem has been changed at least 4 time since May. Modules on the line have been removed according to the techs, the plug the modem connect to was changed and the CAT5 between the service box and the plug has been changed. I am just one of seven CenturyTel customers on our street which is having slow and/or error laden issues. I have been trying to work with CenturyTel since May 2018 calling in every couple of week and working with the techs which come out but no progress has been made. Still the performance is very poor and the errors are overwhelming.

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NO Refund; INCOMPETENT Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- Customer Service: The reps are so incompetent and they fail to document calls. I closed my account with Century Link in August and removed my payment information from the AutoPay option on the website. I called them in August so that they could send me the shipping materials to send the equipment back. I did not get anything in the mail. I called them in September to request the shipping materials again. I did not get anything in the mail.
Unauthorized Transactions: On November 9th, over two months after closing my Century Link account, I just happen to check my bank account and notice that $322 was taken out by Century Link. I wasn't given a notice by mail or e-mail that indicated that I had a balance due. After the $322 was taken from my account, I wasn't even given a notice indicating that they received a payment or a "thank you" for my payment. Be mindful, I removed my banking information upon closing my Century Link account in August. They literally just took my money without any notice. I called them and they let me know that they charged me for equipment not returned. Be mindful, I attempted to send the equipment back twice and they didn't send me the materials to do so. I personally returned the equipment to a Century Link office on November 11th and was assured a refund. First, I was told that they would send me the refund via electronic since my debit card was linked to the Century Link account and to expect to see something in a few days. Then, I was told that a check was issued on November 14th and to expect it within 7-10 business days. I called on November 25th check the status and they have no record of a refund and the representative wasn't able to give a status.
I called on November 28th, after being transferred three times, I finally get someone in financial services who says the check was issued on November 15th and I should get it any day now. I called on December 1st and they tell me that they have issued a "stop" on the check because I "keep calling" about it, so, they're going to issue it again. It is December 2nd and I have nothing from them. I'm so frusrated with them and their incompetence. They're unprofessional to say they stopped a check because I "keep calling" about it. They received their equipment the day after they took my money and I'm still waiting to get my money back.

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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- Worst company you can do business with. My second modem in a period of one and a half months has gone out again. This Is due to the fact that they send you used equipment that is beat up and only lasts a month or so. I was promised a new modem last time and now I am without internet again for another week. I was told yesterday morning that I would receive a new modem tomorrow. They did not bother to process this until last night so now I am not going to get a new modem until Monday which is probably going to be another used piece of junk. I spent over 1 hour yesterday on the telephone over a simple modem which is unacceptable. Then while telling them how unhappy I was with CenturyLink they were trying to sell me another bundled package. They also do not credit you for the days your service is down. It took me almost 6 months to straighten out my bill after getting the price for life. I would switch providers but the only other option I have is Comcast which is just as bad as CenturyLink. I am now going to reach out to the Attorney General's office and the Better Business Bureau to see if anything can be done and to get a NEW modem and a credit for the days without internet, but I don't expect that anything will be done looking at the history and all the bad things I have read. If you possibly can, avoid doing business with these people because their ethics have a lot to be desired and they treat their customers like dirt.

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Internet Provider Engages in False Advertising
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BYHALIA, MISSISSIPPI -- We had selected CenturyLink for our internet based on their ability to provide up to 10 Mbps download and 1 up. After ordering and paying for the first month service at $49 and $99 for a modem we waited. 2 weeks later it arrived, on our install day. No installation. And the next day, no installation. Calling every day and being put on hold for 30 to 55 minutes at a time, we were getting nowhere.

A week after the scheduled install, we were told we were out of the area. No, we were not out of their area. So, the next excuse was that we had cancelled the install. No, we did not cancel. And finally, we are back to the first excuse, we are out of their area.

Numerous checks by several CenturyLink employees confirmed that the installer/contractor just didn't wish to do the job. As the saying goes, the tail wags the dog. I also was told that they could not provide anything near the advertised speed, max would be 2 Mbps down and a half a meg up, on a good day over a clean phone line! Waiting now for a label to ship it all back for a refund. A poor excuse for a business that is run by liars and lazy contractors. Not a reputable business nor a honorable one!

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Reconnecting service taking forever
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

MONROE, LOUISIANA -- Century Link (Century Tel) has caused me stress before but today proved that their customer service is not one of their strong points.

Every year I travel for 7 weeks and put my phone on vacation hold. This gives the message to callers that this number cannot be reached now. It saves me a little to do this.

I was told to call when back in the USA to reconnect the service. I called Monday morning and asked to be back with landline service. I was put on hold for about 5 minutes while she was trying to find someone to do it and then was told it would take 4 days. By the 4th day I called again and was told someone would reconnect me next Monday. When I said this sounds kind of like a long time she put me on hold and said she would call me back. A short time later my landline service was working again.

Because finding out information by telephone is problematic I tried to use their internet Chat method to communicate but each time I tried - during their Chat hours of service - the screen said Chat was not in service.

I can't imagine worse customer service than CenturyLink's service.

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Order Confirmation for Voice Mail but No Voice Mail
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DENVER, COLORADO -- I ordered a package from CenturyLink which included voice mail and received a confirmation thereof. However, when I tried to set up my mailbox I was asked for a username which I did not have. I called customer service and was told that I did not have voice mail as part of my package. When I said that it was in my order confirmation, the representative just ignored me and repeated that it was not part of my package. After about an hour on the phone with four separate people I was told voice mail would be set up three days later. I had to escalate in order to make it nine hours later. I guess it's time to shop for another provider.

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Overcharge, Embezzlement and Theft
By -

On 8/2 my account was debited $143.72 for payment of services through August. I cancelled all services on 8/7/11. I am now sent a bill for $94.16. On 8/2 my account was debited $143.72 for all services provided under the CenturyLink agreement. This was telephone service and Dish Network TV service. On 8/5 all my services were changed over to Optimum. I e-mailed and then called CenturyLink to ensure the cancellation of services. I spoke to a representative whom I asked specifically, “will I get a refund since I cancelled services after paying my bill for August and I only had service for 6 days?”

He told me I would receive a credit of two dollars and some change. After about 30 minutes I gave up. I asked about Dish Network. He told me I needed to contact Dish Network; which I did. The representative for Dish Network told me I would receive a refund of about $76. Today I receive a bill for $96.84; which must be paid by August 30. Did they not cancel the service? I called when I received the bill, the number was 1-800-201-4099; I was transferred three times and then put on the forever hold button prior to hanging up. I am not paying this bill and I want my refund for my Dish Network services.

This company should be out of business as they have no qualified help in the customer service department. Their answer to my question of the billing, after only paying on August 2, two weeks ago and then having cancelled the service on August 7, only profiting from 5 days of service and now they want to charge me again? This company needs an accountant who can competently figure out what amount of money was owed for the time period of August 2 to August 7 and give me the refund that I am entitled to. I want documentation of the account closure and I want it clearly spelled out that there are NO CHARGES pending.

A service charge was added for disconnection of service? Why did no one have knowledge of this when I called? Why are the consumers never told of this when they subscribe or when they disconnect? What refund am I receiving and how much is it? Plainly, there should be no cost for the service for August 8; because I cancelled on August 7; so I am actually due a full refund. You already collected from Dish Network a refund on my behalf of $76.59; yet I have received NOTHING! CenturyLink has not only pocketed my $143.72; they have an additional $76.59 from Dish network. My account surely is profitable for service I am not receiving!

I paid 143.72 so I can expect a refund of $143.72. Tell me in plain English what I am paying for, any fees or dues being deducted for the time period, and what refund I can expect to receive and WHEN I will receive it. Obviously I should receive all of my payment, since I cancelled prior to the start of the NEW BILLING CYCLE. I paid by auto pay for five years and they never had to wait, or were inconvenienced by a late payment, yet when it comes time for a refund, it is already over a month and no refund. Just another bill!

I suspect my money will remain in their savings account and they will continue to deny a refund! Send me a clear statement and my refund check. Process the claims for termination in a way that the consumer is not billed after the date of termination...long after (almost a month).

Today, August 15 I received a bill from CenturyLink previous balance $94.16; payment credit $13.85; current charges $76.59 credit (refund from Dish for payment of service not rendered after 8/5/11) total due $3.72! They are still billing me for service I did not receive; the service was cancelled turned off the last day of the billing cycle August 7. Payment was made on August 1 for the month of August in the amount of $143.72. Since no service was rendered for the billing cycle that was collected for, all the funds should be refunded promptly. Dish Network refunded $76.59 which should have been sent out to me as a refund and not CenturyLink.

CenturyLink did not pay the bill, the money for the bill payment came out of my bank account, thereby it was my refund and they stole it. Also I should receive a refund from Century Link for the telephone service, as that was not provided during the last billing cycle, which they promptly deducted via autopay from my account. I want a full refund and an investigation into deceptive billing practices and fraud, as they obviously are not correctly billing and they are cheating customers by continually billing for services not rendered after the customer has had service stopped.

I also now received a bill form Dish Network for $30! They have reactivated my account or something, as the billing period shows from 9/13-10/12. They say we owe $30; and upon calling they are charging us the $30 for shipping charges to ship THEIR equipment back to them, which we did not order. It was here when we moved in and just chose to use their service! We also had to take the receiver part down and ship it. It took me about 2 hours to pack everything nice and neat, put in paper so it would not get shaken around and they are charging me???

They did not tell me when I called about returning equipment that there would be a fee of $30; I offered to drop the equipment off at the nearest Dish Network service provider as I know there are some in the valley as they came to our house to hook us up and they said NO. They insisted we "mail" back the equipment, so they should pick up the charges. And my $76 refund they claim I have to contact Century tel to get that back! You sent it there you get it back! UGH! Never use Century Tel or Dish Network EVER. They are scamming people and stealing their money.

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My letter to Century Link/Dish Network
By -

My letter of complaint sent to Century Link & Dish Network. We had a really, really bad day with your company (ies) yesterday. Let me tell you about it and see if you agree that your customer service is, shall we say, "lacking". First of all, our high speed internet service went down...again. This is more times this year than we can even remember but it's the second time within just a month or so. Even the person at tech support said the company is constantly working on the lines, which crashes the system.

We run a business that relies completely on our internet service. When our internet service isn't working, our business grinds to a complete halt. We have had to go to Panera Bread just to be able to get online and conduct business! If your internet service can't be depended on, then we will have to find one that is.

Next, we received another Dish Network bill in which we were overcharged. This happens on our regular basis too. I can provide you with numerous pages of notes we have made of all the phone conversations we have had with your customer service reps since we signed up for Dish Network service back in Dec. of 2009. Originally, we called around for pricing with several companies and talked to Dish Network several times before making the decision to switch from DirecTV.

We were told each time that we spoke with Dish Network customer service that we would pay $59.99 a month plus tax for the package and the DVR/HD, etc. for the first year and then it would go up to $74.99 in the second year. After signing up, just a couple of months later, we get a notice that rates were going up. Our DVR rental would now go from $7 to $14 and the “Classic” package was no longer available. We would now be in the American Top 200 package. OK, whatever you want to call it, fine.

The problem is that you're doing it on purpose to completely confuse the customer. If everything changes regularly, there's no way to compare billings or packages. When we called to complain about the increase we got a few months of credits. Then we bundled...and oh good lord the fun has multiplied. We're getting a $5 bundle credit but our bill this last month went up $12 despite that credit. We didn't change a thing from the month before but our bill was $70.99...not the promised $59.99.

How did that happen when our first year wasn't up yet?! So that was another phone call and the discovery that we were charged $6 for the service plan that was supposed to be free for 9 months and we only got 8. We got a credit and the plan was removed from our account. But the bottom line monthly bill was still $10 higher than $59.99 so another call was in order. This time when I used the term “deceptive” in describing Dish Network's rates and billing, the customer service representative decided to examine the account again to see what could be done.

Miraculously, she discovered that we were getting the HD Platinum channels with such mind-blowingly compelling fare as World Fishing Network HD and Fashion TV HD. How have we lived without this programming all these years? And to think I could have been watching fishing in HD and I didn't even know it! What's next “Paint Drying HD”?

I not only didn't know we had these channels, nobody told us we were getting them either. I certainly wouldn't want them or pay for them. Now the Fox Business Network would be nice to finally get, but NHL Network HD is sure not what's been missing in my life.

So, I must ask the question: how the hell did this “Platinum HD” package get on our account? Back to customer service: guess what, that package just happens to be $10 a month. Remove it and we're back to the $59.99 monthly charge that will bring us back to happy subscriber land again. Geez...what a scam. Every time a bill arrives, my head just about explodes trying to figure it out. Charges, credits, HD, Platinum HD, Service plans and on and on and pretty soon we've been bamboozled!

So, now I have circled the date on my calendar for the time the next bill will be landing in my mailbox, so I can set aside another hour to figure it out and call customer service to get adjustments made. I can't wait! Did I mention the time we had the free trial HBO cancelled and the customer service representative wanted to charge us a $5 change of package fee? You give us something free in the hopes we'll forget about it or want to keep it and then you want to charge us for removing what we didn't want in the first place. I can go on and on but my blood pressure monitor is starting to beep.

Now on to problem number 3 yesterday. At the end of my time on the phone with ** in customer service, she offered to me without my saying anything about the $16 in credits, that she could not advise me to subtract it from my bill (I hadn't even considered it at that point) and that I should call Century Link since they handle all the billing.

I said ok...and thought I've killed half an afternoon on this already and well, my internet service isn't up yet (thanks again Century Link) so why not? So, I launched into my 3rd call to your company (ies) of the day. Yes, I'm a masochist. But ** was actually nice so maybe... But it was not to be.

This time I got somebody who sounded like Underdog's alter ego, ShoeShine Boy. If I didn't know that Wally Cox was pushing daisies, I would have thought he was moonlighting for Century Link. Everything started out OK as I explained that I had a $16 credit coming from Dish Network and wondered if I could go ahead and subtract that off my bill.

Shoeshine boy must have stepped into his phone booth and took a super energy pill out of his ring because before I knew it he was literally insulting my intelligence. He told me that can't be done because Century Link will have already paid all our fees and I will just have to wait for the next bill for the credits.

When I explained that his cohort over on the Dish Network side told me to call because Century Link handles all the billing, SSB said “well, now that wouldn't make much sense would it?” Huh? I'm a customer doing what I was instructed to do but am now being told that doing so didn't make much sense. When I suggested that he was basically calling me stupid, he gathered his biggest Underdog voice and said “don't put words in my mouth.”

Then he did what any self-respecting cartoon superhero would do and said “have a nice day” and hung up on me! I was beginning to utter the phrase “what is your name?” to indicate my “mad as hell customer status” when he was gone just like a speeding bullet. So, is this how you train customer service reps? When cornered, slam down the phone quickly...but be sure and say “have a nice day” first!

I can guarantee you we'll be gone faster than a speeding bullet as soon as our contract is up with Dish Network, unless this billing gets straightened out. And as for Century Link...exactly which century are you referring to? I'd say the previous one considering the quality of service you provide. Anybody out there agree the quality of customer service we've received is inadequate?

Company Response 08/23/2010:

jandacinnamon,

My name is Joey and I'm with CenturyLink. I'm terribly sorry to read about the trouble you've had with our company. I'll be more than happy to offer my assistance to you. You can email me at Joey@CenturyLink.com. Thanks.

Joey H
CenturyLink Customer Outreach
Reachout@CenturyLink.com

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Customer Service
By -

MARINETTE, WISCONSIN -- Well it began with my DSL not working the day it was supposed to be activated. I had only had my phone service for a few days. I called and they told me I had not been billed for it, and the billing for my normal phone service was all wrong and they would have to completely redo my order. I attempt to patiently have it redone, and end up knocking my DSL service down to the lowest level, knowing that I now cannot afford the service I had first requested.

They said normally there is a $35 fee for moving the service down, but they would credit that because I was unaware of all these extra costs. My 2nd bill arrives and there's a $35 fee! I call and ask about it - they said that yes they see the note on my account about it, and apologize, and that it'll be credited on my next bill. Next month arrives and it's still not credited. I call again and they apologize, say they will add it immediately. FINALLY the 4th month my $35 + tax is credited.

Other stuff: the VERY first day my phone was hooked up, after just a few hours, I get a telemarketer call - an automated voice message from Sprint PCS Wireless, which isn't even available in my area. I call Sprint a couple times with no luck. I try calling CenturyTel, and the rep says she can try to block the number for me, but I'll have to pay for it.

What - pay to have a # blocked that's annoying me when I never even signed up for their services, blah blah blah! I said I'd think about it. Several days later I call, desperate, and that I'll try it. She's going through to add it to my account. I wait for like 5, 10 minutes. Finally she says "sorry, it's not available in your area." What? You coulda told me that first, instead of having me wait! I tell ya, each customer service rep tells you something different. I hate it!

Another time, I see a "3-way call" on my bill. I never remember doing such a thing - I have no idea how to even initiate a 3-way call! It took some pondering, but I finally realized the # I supposedly called was CenturyTel's 1-800 Residential Service number! Gee whiz, it's their OWN number, and they're trying to charge me? They claimed that evidently I had not quite hung up before calling another #, and that's how it happened. I argued with them, begging to get it credited (for reasons listed above).

Finally they said they'd talk to their supervisor. More waiting. Then they finally said they were able to credit it. They forgot to credit the 2 cents of tax, like they were supposed to, but at this point I was like, who cares. Oh yeah - and this same day, I told them to add every kind of block imaginable on my account, so I don't accidentally dial any of this stuff and get charged for it. Months later...

I meant to dial the code that would block my caller ID information to the person I was calling. I THOUGHT it was *69, but I guess it was *67. Before I could do anything about it, I began to hear the last person I called. Argggh! The next day I call CenturyTel about it and asked why there wasn't a block for that, when I had requested it. She said she didn't see one but that she would add it. I wait maybe 5 minutes while she does that, and credits my account. She says to call back when I receive my statement to request credit, and that she had added a note on my account about it. Next month...

I call about the charge, and they credit my account. I then ask about the block, and they said it's not available for "Call Return". I try everything I can to ask things like "even if I did it unknowingly - if it was an accident, etc." but they said - "I'll credit this time, but not next time". Frustrated, I hung up, and vowed to not use so much as a free caller ID block - 'cause next time, if I dial wrong, it won't be free!

Once I get my tax return, I'm seriously considering switching to wireless (cell phone). Yeah, it may cost a little more (right now I have the bare minimum 'cause I don't need all those extra features) but I'm hoping I'll have less hassle and not have to continually contact Customer Service to credit my account about this or that!

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CenturyLink / Centurytel Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 15 ratings and
32 reviews & complaints.
Contact Information:
CenturyLink / Centurytel
100 CenturyLink Drive
Monroe, LA 71201
318-388-9000 (ph)
www.centurylink.com
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