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Telephones

CenturyLink

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,971 total complaints in the last 3 years.
1,525 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.

Initial Complaint
Date:05/30/2025
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.
Ive been without Wi-Fi for 67 days. The phone line is dead so Ive also lost my landline. Been given several reasons for the outage as well as estimates of when service will be restored. Talked to a supervisor last week who told me they dont know when it will be fixed and that I should quit calling them as they will send me a text message when service is restored. Ive been given at least seven appointments for a technician to come out to the house. On three occasions Ive stayed home and waited and no technician has come. On other occasions I get a text message saying the appointment has been canceled. Been a customer with them for over 30 years. Hope you can help.
Business Response
Date: 07/01/2025
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 service was affected by an outage. The customer disconnected her account on June 17 before the outage could be resolved. Credits have been issued for the time without service.

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:05/30/2025
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.
I signed up for broadband internet service with CenturyLink(CL) in early February 2025. CL representatives told me that broadband internet was available at my home address for a set monthly fee + a $25 one time installation charge. I agreed to these charges because CL told me they could provide service to me. My internet service was scheduled for activation on March 11. It never worked. I bought a new compatible modem and spent time on the phone with tech support, but the internet service did not work at my address. I called to cancel the service on March 19 and was assured by a CL representative that I would not be charged anything since I didn't receive any service. Now in May of 2025, ** continues to send me invoices with accumulating late fees. CL customer service **** tell me I have to pay the $25 installation fee, even though installation was unsuccessful. CL **** told me they can eliminate the other charges on my account, but not the $25. I initially agreed to the $25 fee when I signed up in Feb based on false information from CL: that they were able to provide service to my address.I would greatly appreciate your help in removing this $25 charge and all other charges from my account. I never received service and I've already wasted time and money trying to be a CenturyLink customer. I don't want to pay them for a service they never provided.
Business Response
Date: 06/27/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ALICIA MERRILL.

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 refunded the associated charges bringing the account balance to $0.00

Sincerely,

Torren P
Customer Advocacy Group
CenturyLink
Customer Answer
Date: 06/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23396549, and find that this resolution is satisfactory to me.
Thank you for your help in resolving this matter.

Sincerely,

Alicia Merrill
Initial Complaint
Date:05/29/2025
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.
Requesting a -$200 billing adjustment AND a $271 refund. In August 2023, I changed accounts with ******************** because I moved to a new address. I already owned a router I purchased from Centurylink in 2019. When I set up my new account, they assumed that I needed a new router and required me to set up my account with a router lease option and told me to return it if my old router was able to work with the new account. ******************** then created a return label for me to return the new router that I didn't need. I returned it. Now in May 2025, we are canceling our Centurylink service, and we realized that we have been paying to lease the returned router all this time. We are also being told that if we don't return the router, we will be charged $200. Centurylink has been unwilling to refund the leasing charges from *********, and they want me to return the router that I own. *** doesn't keep tracking number info for more than 120 days so they are unable to help prove that Centurylink received the router in 2023. I do have the return label that they created, but Centurylink claims they don't have proof that the label was ever created. Centurylink is unwilling to refund me since the issue is more than 1 year old. Centurylink's website doesn't show old statements on my account.First ********************** account: *********** Second centurylink account: ********* My router model: C3000Z, serial number: ***************************************** confirmed that this doesn't match the router they think I still have)UPS return label tracking #: 1ZX738X79031259526 $15/month lease fee x 18 months = $270 $17/month lease fee x 3 months = $51 Total mistake lease fees = $321 Amount Centurylink will charge for unreturned router = $200 I spoke at length with Vniques (ID # AB31987) in customer service. She referred me to her supervisor ******. ****** was unwilling to help.
Business Response
Date: 06/27/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by KELLI CROMSIGT

Upon review,

This issue has already been escalated to the Executive Office and has already received a response for all concerns through the escalation process.

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

Sincerely,

Torren P
Customer Advocacy Group
CenturyLink
Initial Complaint
Date:05/29/2025
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.
Paid overdue bill with intent to pay off balance due and not continue service at the billing site. No option was given to suspend service and I was informed that there would be a reconnection fee to continue service. I informed the customer service person that my intent was to pay what was owed and to be done with any further business with Century Link. She could not confirm with me that service would not be reconnected with the accompanying reconnection fee. My confirmation number for paying the $406.12 bill for phone number ************ is ***********
Business Response
Date: 06/17/2025
To whom it may concern:

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

Upon review, the account with telephone number 507-334-3434 had been restored from temporary suspension due to non payment. The account is still active and has not been disconnected. The complainant is not an authorized user on the account so I was not able to disconnect the account. The complainant needs to have either the account holder or an authorized user call to cancel the account.

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

Sincerely,

David B.
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/20/2025

Complaint: 23393737

I am rejecting this response because: The response from CenturyLink will not allow anyone other than the authorized user on the account to disconnect. This means that if the authorized user leaves, dies or is otherwise unable to disconnect the account, we are connected to infinity. Bullshit.
I spoke with customer service was perfectly clear that after I paid the balance that was owed, I wanted no more service from CenturyLink. I did not want and would not accept a reconnection fee after the balance was paid.
I will reach out to the person who was the authorized user. His name is Doug Madow. He has had some experience with customer service at CenturyLink and is as dissatisfied with it as I am.

Sincerely,

Lamoyne Stewart
Initial Complaint
Date:05/29/2025
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 4/21/2025 I contacted Quantum Fiber on their customer service phone ************ to let them know I was moving and my last day for service would be 4/30/2025. The agent gave me the instructions of how to return the equipment and sent me a email with the return label which I printed out 4/28 & its attached now as evidence. I used the label & mailed back their equipment on 5/5 the receipt for it is also attached. Turns out they did not turn my service off on 4/30 & they billed me $50 for May on 5/3 which I found out about yesterday & they say they have no record of my request to stop service but I told them then how did I get a return label which sent to my email ? They wont listen to me or look at the evidence and refuse to refund the May payment of $50 they took. I was able to stop the June payment and any further payments yesterday but they still need to acknowledge the return label tracking number for the equipment & acknowledge they have the equipment before they charge me $200 for it.
Business Response
Date: 06/26/2025
To whom it may concern:

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

Upon review, the customer never contacted Quantum Fiber on April 21. She did contact customer care on March 28 and inquired about returning her equipment. There was no request to disconnect the account at that time. Internet stopped on April 28 according to usage. I have refunded the payment made on May 2.

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

Sincerely,

David B.
Executive Office Case Manager
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/29/2025
Type:Sales and Advertising 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.
Sept/Oct of 2024 I contacted century link to provide high speed internet. Originally I was told that they had high speed. Later I was advised that they didn't have the service I needed and I advised that I would not be using their service. I have NEVER used their service. Century link is charging for a service that I Never used. I have not received statements. I have tmobile internet since Oct 2024. I have spoken to century link several times with no resolution. I want anything reported to the credit bureaus negatively removed and I want confirmation in writing. I asked supervisor for info showing that I had activity because there is none I NEVER used their service. The supervisor refused to provide. This is fraudulent as I NEVER used their service.
Business Response
Date: 06/26/2025
To whom it may
concern:

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

Upon review:

The customer agreed to a change of responsibility
order in September. Soon after, there was a notation placed on the account
indicating the customer called in to get faster speed, but they were unavailable.

I have issued an adjustment to zero out the
balance.

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

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23393149, and find that this resolution is satisfactory to me.

Sincerely,

Rita Pattee
Initial Complaint
Date:05/28/2025
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 April of last year CenturyLink said that i ordered internet services by way of internet/ text message. I have had Xfinity internet since 2021. CenturyLink said i requested paper less billing. I don't remember doing this. I sent the modem/router back and canceled the service. CenturyLink said i didn't cancel the service. They received the equipment back but did not cancel the service. I am 70 yrs old and even though i had no way of getting their Service I am to pay the ******. I have limited income and stands to reason that i should not have to pay for a service i was unable to get. I believe that this company does not understand the most seniors have limited computer and texting skills. If i had been given a bill by post. I would have seen the issue and called canceled and paid that bill at once. i have good credit and i hate that this happened. i paid the bill but I'm not happy with what happened. With all the advertising on internet it is easy how something like this slips by. I will never use this company again and will let everyone know that they are unfriendly to seniors. I do remember that i ask for the service to be cancelled. I have it marked in my phone to have it cancelled on September 10. after Xfinity is turned on. I do remember them telling me that I could not put in a stop date until the date i wanted it to stop. This to me also seems unfriendly to the customer. Also to let the bill get this high without mailing the customer is just wrong. I hope that i can get all or part of this money back. I feel used by this company as an easy ***** Thanks for whatever help you can give me. ** This bill was sent to collections without a bill being mailed to me first.
Business Response
Date: 06/26/2025
To whom it may
concern:

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

Upon review:

A review of the account shows the equipment was
returned and that the modem was never authenticated on the network

Additionally, there was no data usage the
entire time. As such, the account balance has adjusted to zero.

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

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/26/2025
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.
My phone has been out since may 9 th centurylink doesnt seemed to be in a hurry to fix it elderly people with health issues no landline everyone has that number
Business Response
Date: 06/25/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by DEBBIE HERMES

Upon review,

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

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

Sincerely,

Torren P
Customer Advocacy Group
CenturyLink
Initial Complaint
Date:05/26/2025
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.
My Compliant Against Century Link For An UNJUST Charge of $152.45 ************************** This UNJUST Charge is Due June 16, 2025. I am being Charged My regular internet charge $47.00 PLUS $99.00 REPAIR FEE!In April ************************************************ the amount of $47.25 In May 2025 I paid a INTERRUPTION OF SERVICE BILL ** Century Link in the amount of $25.00 Please See Attachments This Down Internet Was Due ** Failure of the Century link system! My internet was working fine BEFORE April 14, 2025!FROM APRIL 14TH TO APRIL 28TH I WAS WITHOUT ANY INTERNET/PHONE SERVICES THIS WAS OVER TWO WEEKS WITHOUT ANY COMMUNICATIONS AS A SENIOR! On Monday, April 28, 2025, NO REPAIR PERSON CAME TO MY APARTMENT ! MY INTERNET WAS TURNED ON REMOTELY BUT MY INTERNET WAS ERRATIC. On Tuesday, April 29, 2025, I managed to get a call to my partner. He chatted with Century Link Tech Support. Century Link Tech support Admitted there was still a CENTURY LINK INTERNET SYSTEM PROBLEM!I Notified Century Link via chat while I was at The ************************ On Thursday, April 24, 2025.THERE HAS BEEN DAMAGES TO THREE LOCAL CENTURY LINK TELECOM BOXES ON ******************* TO ***************! Additionally, I Updated My Contact information that included my internet phone number; Please See Attachments On May ******, A repairman came, but claimed he could not call me. AFTER OVER FIVE ATTEMPTS TOCALL CENTURY LINK TECH SUPPORT. Century Link DID NOT Update my Phone Number, and still had old contact information!When the very rude Century Link repairman came he immediately wanted to claim my down internet was my modem cable, that I had in place for years! He wanted me to buy a new modem for over $200, asked the repair man if I will be charged he told me he did not know! Century Link System Was Down from April 14, to May 1st *************** And Now Century Link Wants ** Charge Me $99.00 It's **tally Unacceptable And Unfair!
Business Response
Date: 06/24/2025
To whom it may
concern:

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

Upon review:

All adjustments the customer has requested have
already been made; no further adjustments are warranted at this time.

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

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/24/2025

Complaint: 23377734

I am rejecting this response because: The
As a Senior Citizen Over 65 years of age, I was totally WITHOUT any internet /and internet phone services
For OVER TWO WEEKS From April 14 TH to April 28, 2025, No Century Link PHYSICAL REPAIR OCCURRED ALL SO-CALLED REPAIRS WERE DONE REMOTELY If I was just an issue of a "FLAT PHONE CORD "WHY DID CENTURY LINK JUST SEND A REPAIRMAN OUT BEFORE APRIL 28TH ?
Since August 2008,my landline and DSL ALWAYS Had a FLAT Telephone cord. NEVER A GREEN CORD
My internet was working fine before April 14, 2025.

Century Link Modem Report For Century Link C1100T Technicolor Modem
stated the Century Link Control Protocol Was DOWN CONTINUOUSLY ! The
LCP is used to establishing a PPP connection, LCP determines the
standards to ensure data transmission. PLEASE SEE ATTACHED SCREEN
SHOTS
Century Link internet Was DOWN Due To Failure of the Century link system!
As of Thursday, June 19, 2Century Link internet Was DOWN Due To Failure of the Century link system!
As of Thursday, June 19, 2025, there has been a century system outage I received two emails from Century Link
reporting INTERNET OUTAGES IN MY AREA ON JUNE 3RD AND
PLEASE SEE ALL ATTACHED:CENTURY LINK OUTAGE EMAILS, PDF, PHOTOS & SCREEN SHOTS
OVERALL CENTURY LINK HAS FAILED TO TAKE RESPONSIBILITY FOR THEIR LOCAL CRUMBLING EQUIPMENT , TOTALLY GLITCHY COMPUTER SYSTEMS, FAULTY AI INTERFACES, AND FOREIGN OFF SHORE TECH SUPPORT FOR ITS INCREASINGLY POOR TELECOMMUNICATION AND INTERNET SERVICES!
INSTEAD, THEY CHOSE TO INSTITUTIONALLY GASLIGHT AND PLACE THE ENTIRE BLAME AND CHARGES $99.00 FOR POOR SERVICES ON A SENIORS LIKE ME!

Sincerely,

Billie Marie Hill
Initial Complaint
Date:05/24/2025
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.
Since December 2023, our company has been requesting Centurylink to re-establish our voicemail service after some type of "upgrade" that occurred. To date, I have not received any resolution. Several ***s state that the service will be available within 24 hours or by 5pm the next day. I was informed that because my phone has a voicemail system, Centurylink is not able to help me. I was informed that my area does not provide voicemail services. I requested the *** to send me a letter of confirmation about vmail service not available in my area and she stated that was not possible; WHY NOT? I was told it was a programming issue. I was told voicemail will activate once I was notified the service was complete and not to contact them until I received the notification that the order was completed. I received the notification and I am still not able to set up voicemail, per Centurylink instructions. This is affecting our business line and when customers call in they are told to enter a phone number then a pin number. I requested ******************** to remove this prompt as the prompt does not allow me to set up a voicemail on my own basic ********* phone system. It's been 17 months that I have been contacting Centurylink via phone or chat. Our business has not had voicemail service for 17 months and we cannot determine how many customer opportunities have been lost!Resolution requested:1. The ability to speak with an actual ***resentative (not a foreign ***) who can actually tell me whether we can or cannot have voicemail re-established!!!!!2. Remove the prompt saying that tells our callers to enter a phone number and a pin number!!!!3. Consideration of reimbursement for 17 months of issues not resolved by Centurylink.
Business Response
Date: 06/21/2025
To whom it may concern:

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

Upon review:

CenturyLink’s field operations team has been inundated with and
focused on service-impacting repair requests stemming from substantial
vandalism to CenturyLink’s facilities in Washington and Oregon.

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, CenturyLink’s Line Extension Contractor has multiple
technicians dedicated to damage restoration, specifically in Oregon and western Washington. 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).
The outage affecting this customer's services is due to cable failure as a result of vandalism or theft, and there is no ETA at this time.
CenturyLink acknowledges the customers’ concerns and
apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve. S
Customer Advocacy Group
CenturyLink

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