Complaints

This profile includes complaints for CenturyLink's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CenturyLink

  931 14th St # 10 10th Floor Denver, CO 80202-2994

• 

  CenturyLink

  1025 Eldorado Blvd Broomfield, CO 80021-8254

• 

  CenturyLink

  650 Denton Blvd NW Fort Walton Beach, FL 32547-2113

• 

  CenturyLink

  500 Winderley Pl Ste 300 Maitland, FL 32751

• 

  CenturyLink

  3030 E. Semoran Blvd. Apopka, FL 32776

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I work for CL and when there is a tech no show CL issues a $25 gift card THERE IS A TECH NO SHOW ON THE FOLLOWING ORDER Apr 25, 2025 between 08:00 AM and 05:00 PM.Your order number is *************** ***************** Chat *** rescheduled for 12 May but would not give me the $25 gift card per CL POLICY

  Business Response

  Date: 05/30/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** ******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer had an appointment that was missed due to assignment and field issues. CenturyLink does not have a $25 gift card offer for missed upgrade appointments in *****. However, I have applied a $25.00 credit to the customer account for the missed appointment.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******
  

   

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, on March 24, 2025, I placed an order for fiber internet with Quantum Fiber. On March 28, 2025, I had an install technician arrive at my house. The tech told me he could not install the wire due to needing to install an underground wire from 2 houses over. He stated he put in an expedited request to have it installed no later than 3 days (March 31, 2025).Between March 28-April 4 no attempts to contact me regarding this installation were received.On April 5, 2025, I chatted with an online customer service agent at Quantum Fiber who stated the system showed I was scheduled for the install on April 9, 2025 (conflicting with the statement of my last tech).On April 9, 2025, no technician installed the cable at my house. No one attempted to install. No communications (email, phone calls, etc) were received by me.On April 12, 2025, I called the Quantum Fiber customer service phone number ***********) and spoke with a different customer service agent. That agent stated they "escalated" my issue to a supervisor and I would receive an email from Quantum Fiber customer support confirming this escalation. The agent also stated I would receive an email as well as a phone call within the next ******************************* charge of my scheduled upcoming installation.Between April *****, I received none of the above stated emails or phone calls.On April 14, 2025, I called the Quantum Fiber customer service phone number. That agent stated the internal Quantum Fiber support system did not show any escalations submitted on my account nor any attempts to contact the installation contractors (despite all my previous conversations). I then asked to speak to a supervisor, who confirmed that my account showed no attempts to escalate the issue or install. That supervisor also emailed me stating my issue had been "escalated".On April 19, 2025, I received an email from ************* stating my install was scheduled for "sometime next week".There has been no install.

  Business Response

  Date: 05/08/2025

  To whom it may concern:

  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******* ******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customers service installation was postponed due to a buried service wire ticket that was delayed due to frozen ground. The contractor could not bore under three driveways to run a 150' service drop due to frozen ground. A temporary line was not able to be ran due to front easement. The customer canceled his order and a refund was provided.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a CenturyLink customer, paying $80/month for fiber internet service advertised at speeds up to 940 Mbps. Over the past two years, my service has consistently delivered speeds below 200 Mbps. Despite multiple calls to customer service and a technician visit to replace equipment and troubleshoot, the speed issues remained unresolved.Due to the persistent performance issues, I recently switched providers. However, I have encountered significant difficulty in canceling my CenturyLink service. The cancellation function on the website returned an error (screenshot available), and attempts to cancel via online chat have been repeatedly delayed due to excessive verification steps. I also called three different support numbers and waited 22 minutes before reaching a live agent, who informed me I would still be charged another $80.42 for an additional month of service that I am not using.This process appears to violate Colorado Senate Bill ******, which requires that services be cancellable through a simple, online mechanism if they were initiated online. I was provided with a disconnect notice number: 1022 575 784.I am seeking resolution in the form of a cancellation of the remaining charge and confirmation that my service has been terminated. In addition to the cancellation issues, I would also like to formally request a refund for the consistent failure to deliver the internet speeds I have been paying for over the past two years. I have been billed $80/month for a fiber service advertised at speeds up to 940 Mbps, yet my actual speeds have consistently remained under 200 Mbps despite multiple attempts to resolve the issue through customer service and a technician visit.This level of performance falls significantly short of the service CenturyLink agreed to provide, and I believe a partial refund is warranted for the extended period during which the service did not meet the advertised or expected standards.

  Business Response

  Date: 05/23/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** *****. 
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  Service WAS disconnected on 4/24/2025. Service was disconnected during the customers billing cycle and per our subscriber agreement we do not prorate the finail bill. Thus these charges are valid.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/14/25 I cancelled my service and was sent an email from CenturyLink with the *** instructions and label on how to send the equipment back. I packaged the equipment in the original box and drove 30 minutes to a *** dropoff location. I did not get a receipt as I assumed Century Link would have the tracking information as they provided the label. I recently logged into my account after receiving a bill for $259 for equipment and service. I have contacted this company 5 times in the past 2 days and Im not getting any resolution. They requested I contact *** which I did but did not get anywhere with *** as it was shipped back under Century Link's *** account.

  Business Response

  Date: 04/28/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.************.
  
  Upon review:
  
  The unreturned equipment charge was due to the equipment being returned after the return window had expired.
  
  Having verified the return, Ive issued an adjustment in the amount of $160.50 for the unreturned equipment charge, which leaves a balance owing of $99.05.
  
  CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
  
  Sincerely,
  
  ***** S
  Executive Office Case Manager
  Customer Advocacy Group
  **********************
  

• Initial Complaint

  Date:04/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with CenturyLink that was sold as a "Price for Life" and they added new charges.The difference is $ 1.09 / month

  Business Response

  Date: 05/08/2025

  To whom it may concern:.
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer's internet rate did not change. A Facility Relocation Cost Recovery fee was added to the account. Our network facilities that deliver your internet service are often impacted during road, bridge, and land development or when highways are widened. When this happens, government entities require us
  to relocate our network operations and lines. This charge allows us to recover the costs associated with relocating our facilities. Additionally, the customer does not have a contract with **********************.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Interrupted 4/17 Tech scheduled on 4/19 Appointment 4/22 Tech does not show up, waited 8 hours at home. Text message working on problem, last message 3:00pm no resolution or statement I could leave my home.Centurylink box in the community was left open and in such disarray with broken parts and wires left unconnected, no Tech in sight.This is totally unacceptable. A message from a neighbor who spoke with a Tech advised the **** said the company will not authorize the equipment to be replaced but only allow band aid fixes..Please provide a link so if I can take pictures tomorrow I can upload them to you.Please contact me.

  Business Response

  Date: 05/09/2025

  Tell us why here...To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by BILL BONZER. 
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  We have alreaady worked with customer and addressed the complaint under a separate Customer Advocacy Case.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  CenturyLink

  Customer Answer

  Date: 05/09/2025

   
  
  Complaint: 23239448
  
  
  
  I am rejecting this response because:

  You have not addressed my entire complaint.

  I want to know what is being done about  this panel that bring your service to me. I have submitted pictures but no reply.

  
  
  
  
  Sincerely,
  
  
  
  Bill Bonzer

  Business Response

  Date: 05/28/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal hat has been submitted by BILL BONZER. 
  
  Our field is aware of the equipment concerns and will be addressed. 
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  CenturyLink

  Customer Answer

  Date: 05/28/2025

   
  
  Complaint: 23239448
  
  
  
  I am rejecting this response because:

  I have heard their reply for years, but zero action has been taken. Brief conversations with the company's technicians have yielded the same reply:

  We have notified the company multiple times and the company refuses to do any repair, only patchwork repair is authorized. 

  This type of answer is unacceptable.
  
  
  
  Sincerely,
  
  
  
  Bill Bonzer

  Business Response

  Date: 07/03/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal hat has been submitted by BILL BONZER. 
  
  Our field is aware of the equipment concerns and will be addressed. We do apologize as the request may take some time to address however this concern is not service affecting at this time.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  CenturyLink

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23239448, and find that the company has not scheduled any service.
  
  
  
  Sincerely,
  
  
  
  Bill Bonzer
  
  

   

• Initial Complaint

  Date:04/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The home phone line has been non functioning since February. There has been contacts made to support multiple times and all that is received is a daily robo dialer that says there will be a 4 hr window for repair. Then the window is missed and the robo dialer repeats. The looks to be no accountability for getting it repaired.

  Business Response

  Date: 05/16/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *** ***. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, your service is impacted by an outage related to cable theft. We have multiple outages throughout the state of ********** due to copper theft. These incidents have caused extensive damage and have significantly hindered our efforts to restore service. The service outages are ongoing, and crews are working as quickly as possible to restore service.
  
  Copper theft is a serious crime that impacts our ability to serve customers and denies our customers the ability to use critical ********************** services. When it occurs, we engage with local law enforcement agencies. In addition, whenever someone sees suspicious activity at unusual times around a manhole or telephone pole, we encourage them to call their local law enforcement agency.
  
  We recognize the impact and appreciate your patience as we diligently work to restore your phone service. So far, we have applied credits totaling $150.88 for time out of service. We will ensure that credits are applied to your account to remove your billing for your time out of service. CenturyLink understands where an ongoing lack of service for our customers is occurring, affected customers are free to pursue alternative providers.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Executive Office Case Manager
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Centurylink for many years at service address *********************************. Last December the service went out and they said they would need to enter the home. This is an ****** so I had to pay a reimbursement to guests to pay for a hotspot during the outage and waited for several days. A repair tech was supposed to come 12/17/24, I paid our cleaner $100 to be around for them and they never came. The same thing happened 12/19 and 12/20. After losing money paying for guest hotspots and our cleaner to stick around 3 days I messaged Centurylink to cancel my service and I switched to spectrum. Today I went to clean out my spam and see they are still billing me and I have a bill for $684. When I requested help in December they talked me into a higher plan to get service quicker so not only was I billed for services I didnt get until today. I lost a lot of money on my business trying to get this service to work. Please refund the $684.37 against my bill and close my account. I did not receive any internet at this location since the beginning of December. If Centurylink thinks I still owe money I request they reimburse me for the time I lost and paid others to be at my house as well as the hotspot rental for guests. I attached screenshots so they could see what a nightmare this was to resolve with the guests and the predicament they were in with no way to communicate.

  Business Response

  Date: 05/22/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.********.
  
  Upon review:
  
  The last note on the account was from December 10th, which is the first indicator that there was any issue with the services
  
  Anytime a customer accesses their account or calls in, the account is automatically stamped with the time and date. There are no additional notes on the account indicating the customer ever contacted ********************** and requested the account be canceled.
  
  As a courtesy to the customer, I have issued an adjustment for all charges past the December 10th date. The current balance of $702.37 has been reduced by the adjustment issued for $580.00, leaving a balance due of $116.37.
  
  CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
  
  Sincerely,
  
  ***** S
  Executive Office Case Manager
  Customer Advocacy Group
  ********************** 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ALL I want is answers from Century Link! I came home to a yard full of flags and no information! After talking to neighbors they stated they are putting fiber optic but will likely tear up my landscaping! I have tried to find a phone number or email but there are none that will address my questions or concerns. Do I have the right to tell them NO that they cannot enter or dig up my back yard?

  Business Response

  Date: 05/21/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******* ********. 
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  Generally, utility companies may have easement rights, which allow them to install infrastructure like fiber optic lines without direct permission from homeowners. However, this depends on local laws and whether an easement exists on your property deed. If CenturyLink or the city has an easement, they may have the legal right to proceed, but they should still communicate with you about the work being done.
  
   Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/20/2025, I had an appointment to have Centurylink install new internet service at my house. When the tech started working on my install, he said there was a cut somewhere on the 25ft line that was buried underground, and they would need to bury a new line at a different time. While at my house, the tech called his manager to let him know of the situation and the manager approved to have the new line installed at $0 cost and in the meantime, they were connecting a temporary above ground line until they could come out and bury the line. Before the tech left, he again explained the normal fee for the line burial would be $500, but I was not going to be charged for it. He had me sign papers, but he said I was signing to show that he had completed the order, and it did not have to do with the pricing. He left me his work number and told me to call him if the charges for the line burial were added to my bill. My first bill was due on 3/14/25, and it included my monthly $70 charge plus a one-time $149 install fee, totaling $219.00. I paid that bill on 3/13/25 and then on 3/21/25, I received my new bill which had the $500 charge for the line burial on top of my monthly $72 (went up $2 since install). I immediately called the tech, but all calls go straight to voicemails. There is no local office in *****, OR that I can walk in to or call to try to get ahold of the tech or manager, so I had to call customer service on 3/28/25. The first tech I spoke with said there were no notes left by the tech that stated the fee would be waived, so he opened a dispute for me. I called again on 4/4/25 for an update, but they said they could not get ahold of the tech and to call back Monday. I then called on 4/7/25, and they could not get ahold of the tech or manager, so they said they would call me back. My bill is now due today, 4/14, so I called again, and they still do not have an update, and my bill will be past due.

  Business Response

  Date: 05/20/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.********.
  
  Upon review:
  
  I engaged the field management for this repair, who coordinates and oversees all repairs for this area.
  
  I was informed that the trenching and burial were billed in error. This was due to a mistake by the visiting technician, who checked off the incorrect box, which resulted in an authorization to bill instead of the charge being waived.
  
  On May 12th, 2025, an adjustment for the charge, including a late fee applied as a result of the contested amount carrying the balance forward, was also adjusted off the bill.
  
  CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
  
  Sincerely,
  
  ***** S
  Executive Office Case Manager
  Customer Advocacy Group
  **********************