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Business Profile

Telephones

CenturyLink

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

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

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    Customer Complaints Summary

    • 3,951 total complaints in the last 3 years.
    • 1,513 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Have had century link as a internet provider since November 2024 my internet has not worked correctly since installed keeps dropping out service cannot do my work at home without internet called several times for service in helpful refuses I send a service tech out to find problem they just keep blowing me off I need a service tech out to fix asap also would like refunds from November to 2024-April 2025 have not had a full month service since installed very inconvenient customer service is rude wont send a service tech out I need this fixed asap also refund

      Business Response

      Date: 05/14/2025


      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** To Nochy
      .
      At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

      We have verified there was a recent repair ticket completed on the customer's account on 4/21/25. Per the technicians' notes, there was a programming issue with customers' speed profiles that has since been resolved.

      Sincerely,

      ***** S
      Customer Advocacy Group
      CenturyLink

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 called Mom on my cell March 23, and they said the network was down. I drove down that day from ***** to make sure she was ok. I called Century link and made an appointment for my mom, ********* ******, ******************************************. ******* came out on March 26th, he looked at our system and said the problem was not with us but with the cable and after he made numerous calls to his colleagues we had phone service for the rest of the day. The following morning a neighbor came over thinking that something had happened to Mom since her phone line was constantly busy. We called and made another appointment for the 31 - ****** was a no show. Then we made another appoint for April 2nd, once again a no show. Then another appointment for April 7 and then the 8th. On the 8th they came to my home in ***** and didn't want to listen to my husband, who kept telling them that the problem was in *************, not *****. I was using my cell phone to make the appointments and emphasized that the location was in ************* with my 94-year-old mother. Mom only has a landline! And of course they were a no show on April 14th. I saw a CenturyLink truck and tried to wave them down - no luck. My sister lives next door, **** and ******* ******, **************************************************************** and they usually takes care of mom, but she has been dealing with her daughter who has lymphoma at **** for the past few months. She also has a landline that has not been working, however for them it's not as urgent since they also have cell phones. Since March 23rd no phone service for a 94 year old woman is unforgivable, and also their constant lying that they will show up and don't: March 31 (****** no show), April 2, April 7, April 8th (they showed up at my home in *****!), April 14th. I have called and called. HELP PLEASE.

      Business Response

      Date: 05/14/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ******************* review:

      The services have been restored and the a credit that is commensurate with the duration of the outage has been issued.

      This adjustment though posted will not hit the customer portal in real time and will post to the account on the next or subsequent billing invoice.

      CenturyLink acknowledges the customers concerns and apologizes for any issues,inconveniences, or poor customer service that may have been experienced.

      Sincerely,

      ***** S
      Executive Office Case Manager
      Customer Advocacy Group
      ********************** 

      Customer Answer

      Date: 05/15/2025

       
      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,

      ***** Mokrai
       

    • Initial Complaint

      Date:04/14/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      10 April 2025 I ordered Lumen Technologies home internet services and was billed $232 for cost of home internet installation. I was told by Lumen Technologies employee it was "mandatory" for a technician to install a modem and a router in my "pre-wired" internet and cable ready home and that I could not do it myself. The Lumen Technologies employee scheduled my date of installation for 14 April and was not provided a time and would be contacted. I was not contacted via, text, phone, or email. 14 April 2025, my husband missed work and stayed home all day waiting for the Lumen Technologies Tech to come install my home internet. At 7pm, 14 April I contacted Lumen for an update on when the Tech was coming and was told it would be a few hours between 9pm to 10pm. I contacted Lumen again after 9pm, 14 April and was told someone from Lumen might call tomorrow 15 April. I am requesting to install the modem and router myself. I want the 14 April 2025 Technician/s FIRED for waisting my time and money missing a full days work. IF installation is mandatory, I want the Installation Fee to be waived. IF mandatory I want the Technician at my house when I give Lumen the date and time the Technician is to be there.

      Business Response

      Date: 05/05/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****** *******
       
      Upon review,

      This issue has already been escalated to the *** and has already received a response for all concerns through the review process.

      CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

      Sincerely,

      Torren P
      Customer Advocacy Group
      **********************

    • Initial Complaint

      Date:04/14/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 a CenturyLink Simple Pay type account. My account number is *********. I canceled my internet service with CenturyLink I believe in January. I am still being billed despite calls every month to cancel services. Today I received the following message. CenturyLink: Payment will be applied on 04/21/2025. Text HELP for help, ********** to stop payment alerts, STOP to stop all alerts. Msg&data rates may apply. At my last call with a customer representative in March he indicated because of the timing of my cancellation in January my account showed I still owed $18. I am generally confused as to why this was the case. At any rate I canceled service in January and still in April and I received yet another Monthly notice of a bill for $45. I need CenturyLink to stop billing me and refund any amount due to me.

      Business Response

      Date: 05/02/2025

      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 was billed for a disconnect service order fee in February. I issued a credit to clear the balance.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 contacted Quantum on March 3, 2025 to discontinue my service with them as the internet service provided was awful. I was charged for ************* on February 28, 2025. At the time I requested to cancel my service, I was told I would receive a $70 refund for the service I paid in advance that I would not be using. After the initial 10 went by with no refund, I contacted Quantum 3/20/25 and inquired about the refund. I was told once again they would issue the refund within the next 10 days. Today, 4/14/2025 I contacted Quantum again to inquire about the refund and was told my request was denied. Why was I promised a refund twice only to find out it was "denied"? I am expected to pay for a service I never received??

      Business Response

      Date: 05/13/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ****************** review:

      The account refund was submitted April 1st,2025.

      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
      **********************

      Customer Answer

      Date: 05/17/2025

       
      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:04/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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, I am not sure who to turn to at this point; I hope BBB can help **** have not had access to internet for the past 6 months. Century link is the only internet provider for my address. I called them to provide internet services for my house in late September 2024. Since then, I have had over 25 appointments: only 2 of which a technician actually showed up. They say they need the cable company to come repair something but they are unwilling to communicate with them or let me communicate with them.They keep having me resign contracts. I am unsure if they have taken money from me at this time (since I have signed about 4-5 contracts over a period of 6 months).If I talk to support over the phone; they are unwilling to let me communicate with managerial staff, technicians, cable repair, or anyone with the authority to help me resolve my problem.

      Business Response

      Date: 06/03/2025

      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 order was delayed due to a cable issue. The installation was completed on May 30.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

      Customer Answer

      Date: 06/13/2025

       
      Regarding case ID number ********.

      Thank you very much for your assistance in resolving my issue. It is resolved now!


      Thanks,

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      While I am unsure of the exact date of the first service breakdown, it has been approximately 3 1/2 months now. I had service from Centurylink for a short time (a few days) before I lost service again. It has not been restored as of yet. I keep getting "updates for service restoration" but those dates come and go. They are usually a few days in advance when the service is to be restored...but they fail to make good their promise.I depend on Century link for my farm business. During this time of year (winter and early spring) it is not too critical. But early summer, it becomes increasingly important, as a means of contacting me for fresh ***** sales.I _NEED_ landline phone service. I cannot accept promises for service restored and not get it. I am not even sure they are working on it. It should not take 3.5 months to fix.

      Business Response

      Date: 05/13/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ***************** review:

      CenturyLinks field operations team has been inundated with and focused on service-impacting repair requests stemming from substantial vandalism to CenturyLinks facilities in ********** and ******.

      Throughout 2023, 2024, and continuing in 2025, CenturyLink encountered hundreds of incidents of theft and/or vandalism whereby CenturyLink facilities were interrupted multiple additional times, sometimes as soon as repairs were completed.

      These incidents take down services to substantial numbers of customers and require significant time to repair. CenturyLink field operations have many dedicated technicians working 6 days per week for service repairs. 

      Additionally, CenturyLinks Line Extension Contractor has multiple technicians dedicated to damage restoration, specifically in ****** and western **********. The contractor has a requirement to respond within 2 hours 24/7 to outages we designate as an emergency. Individual repair tickets are submitted due to medical or other urgent life-threatening issues.

      Other non-emergency requests, such as these specific theft or vandalism interruptions, are reassigned into a "common cause" ticket, as the primary repair should correct issues downstream.

      While this cancels out the individual ticket, it does not negate the attention to the repair or subsequent restoration of the service(s).

      At this time, the service(s) has been restored, and an adjustment commensurate with the duration of the outage relative to the price paid has been provided.

      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:04/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 currently have century link for internet service it is terrible service always going out of service every time we call for service there uncaring very unhelpful dont want to send a service out but I have outages at least twice a week they refuse to come out and check there system Im paying top dollar for a service I cant use half the time I need to have a service call to figure out there problem please help me get a service tech out here to resolve this problem they dont have a problem taking my money every month for a service I cant get I need this resolved called customer service very unhelpful and rude like your bothering them I need management to call me asap, I also want money back for the service I havent received

      Business Response

      Date: 05/05/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** To Nochy
      . 
      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.  We have verified there was a recent repair ticket completed on customers account on 4/21/25. Per technician there was a programming issue with customers speed profile that has since been resolved.
       
      Sincerely,

      Torren P
      Customer Advocacy Group
      **********************

      Customer Answer

      Date: 05/05/2025

       
      Complaint: 23198362

      I am rejecting this response because:
      I want reimbursement for the 2 weeks it took to correct if Im late of payment they shut me off well I paid for service I didnt get for 13 days so refund or credit for those days and because of the hoops and frustration had to contact bbb to get someone out to repair it

      Sincerely,

      **** To Nochy

      Business Response

      Date: 05/23/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal that has been submitted by **** To Nochy
      . 
      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.  We have applied an out-of-service credit to the account and will reflect on the next billing cycle.
       
      Sincerely,

      Torren P
      Customer Advocacy Group
      **********************

      Customer Answer

      Date: 05/27/2025

       
      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,

      **** To Nochy
       

    • Initial Complaint

      Date:04/12/2025

      Type:Product Issues
      Status:
      Answered
      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 paid my bill last week and yesterday morning they wrote said it was denied. It stems from centurylink Email plus. I paid through bill pay and my bank account. They want me to pay with my debit card for some reason but I cant do that. I was severely robbed back in February using my debit card and I had to cancel it. I dont understand why my bank acct, payment isnt good enough for them. Its the same way ive paid the bill for the last 20 years but now its not god enough. My divorce was finalized in March 24th after 31 years of marriage. Its like they want to cause me more pain for no reason. I am just wondering if everybody has to go through this or just people who are already suffering as I have been recently? The last few months have been bad enough and I dont need Centurylink to make them worse with their Senseless demands. Unforgiving torture just to check Email and they just created it out of the blue at the perfectly wrong time. When the dust settles I will take the time to find a new email service. One that values loyalty over complete terror. Why do they care how I pay my bill is the better question everyone should ask? The bottom line is i pay my bill every month even when things are super bad. I deserve better treatment even if I cant use a debit card right now. Its speaking volumes of the company they are. I dont need email and very few are read. I usually just delete them. I would like to keep my email because i have had it for so long and its alot of trouble to change. Especially when Im already laden with difficulty. It takes my mind off of things to check my email but if Centurylink doesnt want me to, I will look for a different way. Hopefully, ill find one without complete torture.

      Business Response

      Date: 05/09/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.********.

      Upon review:

      CenturyLink provides several options to pay the bill, including bank-initiated autopayments, pay by check, or various card payments,and CenturyLink autopayments as well.

      It is up to the customer to contact or change autopayment cards or update them when it is necessary to pay the bill, or it may result in a balance being carried forward. And late fees applied.

      CenturyLink has no way of determining whether a card may or may not be used, is compromised, or is expired; this is solely the responsibility of the customer to maintain.

      Email accounts provided through CenturyLink are a complimentary product provided at no additional cost to CenturyLink ************ is active if the account is active and is only deactivated once the account is cancelled.

      For email support, please visit the following URL to submit a request for assistance with email issues.

      *******************************************************

      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:04/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had centurylink since 2016. The service has consistently been: inconsistent; frequent outages; slow repairs; poor fixes; it took years for someone to realize my modem was old and should have been replaced. The internet provided is extremely slow, and getting slower. Theyre raising prices now? Im ALREADY paying over $100 a month for 10mbps in 2025 which is laughable. They are taking advantage of customers who have few to no other options. I have LTE cell service where I live and have to turn my WiFi off to get faster internet sometimes.

      Business Response

      Date: 05/02/2025

      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 disconnected his service on April 15.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

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