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

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

• 

  CenturyLink

  890 S 2nd St Lebanon, OR 97355

• 

  CenturyLink

  CenturyLink Experience Center/Ft Walton Fort Walton Beach, FL 32548

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:08/17/2022

  Type:Customer Service 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.

  We currently have Century Link phone/internet service. Due to several lightning strikes which took out our voice phone lines we have tried to cancel the voice service with Century Link.They will NOT separate the two lines they bill us for (voice/internet) and just leave us internet access!They only offer internet access if we continue to keep both lines with NO changes to the services on the voice phone.We want to only use our cell phones for voice and use Century Link for internet access. ( I hope I have described that correctly). One employee here in the US agreed to do eliminate the voice line and thus reducing our bill. TODAY-we were notified that they will NOT separate the two services and continue to charge us for both just to keep the internet access!! This is wholly unsatisfactory. We are desperately searching for another service for just internet service.BE WARNED - this company refuses to work with customers, we have been with this service since **** but that makes no difference to them.DO NOT USE THIS SERVICE or use at your own peril

  Business Response

  Date: 09/23/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ********************************** the complaint ********************** states he has tried to cancel his landline and just keep the internet access and was advised by CenturyLink that he will lose the internet if he removes the landline. A CenturyLink employee agreed to eliminate the line and then he was notified they will not separate the services and continue to bill for both.
  
  ********************** lives in an area where internet is no longer offered.If he removes or changes the service, he would no longer be able to get the internet only account. After extensive research we have issued an order to remove the landline only. The internet should keep the 1.5Mbps speed, however, the removal of the line could cause changes to the account. A credit was given for the landline back to August 15, 2022 when the initial request was received from *********************. I will follow up the order and billing to see both worked to the account.
  
  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 *** have been experienced.
  
  Sincerely,
  
  *****
  Executive Office Case *********************************** **********************
  

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 had intermittent internet service since June and have been completely without service since July 29th. I have tried calling multiple time per week. The one time I finally got a live person on the phone she hung up on me when I requested a technician come out. I tried their online Chat, again got disconnected once I requested a technician. I also tried their text line only to get a message that an agent would be in contact soon but never hear anything more. I keep getting told either by automated message or by the one person I spoke to that there is an outage in my area and that it would be fixed by the next day. This is not true because my mother-in-law lives next door to me and uses the same internet service and has not had any outages. My kids return to school in a few days and will need internet to access their laptops and complete homework. I feel like I have been paying for services that I have not received and they will not respond. I would cancel and go with a different company but we live in the country and literally have zero other options.

  Business Response

  Date: 09/12/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by  **********************
  CenturyLink records indicate that **************** also filed her complaint with the ** AG, regarding internet not working,and CenturyLink will not do anything about it.
  According to the records on the account, the customer has had only one trouble ticket in the last two years, on 2/26/2021. A cable pair was repaired to resolve the issue. The customer pays for 8 Mbps and is getting **** Mbps. The customer was issued a courtesy credit on for the internet on 8/17/2022 for $52.45.
  
  CenturyLink does not guarantee the Wi-Fi/wireless speeds and connection due to the possibility of so many out of our control possibilities of interference. This is the reason we do not charge for this portion of service. We do our best effort to support but again cant guarantee it. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factors.
  
  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 *** have been experienced. 
  
  Sincerely,
  
  *************************
  **************** Case Manager
  ************************ **********************

• Initial Complaint

  Date:08/17/2022

  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.

  I have had centurylink internet since 2017. I have been having internet problems for months now. I have called them messaged them have had technician at my house to no avail. Centurylink told me the problem was not enough speed so I upgraded my plan. Still problems so tech came out. Tech made it clear in my area only 40mbps was only available and the company got me to upgrade to 80. They continue to try. I have tried every modem that they have sent me and it hasnt fixed a thing. Seems like the problem is worse. I have sat on hold for 45 minutes to only be hung up on immediately. Sat on the phone on hold for another 45 minutes for it to happen again. I pay every month for a service that I actually need and Im not getting it. They are the only ones available in my area

  Business Response

  Date: 09/13/2022

  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,
  
   Our records indicate the customer has reported service issues on many occasions. Technicians have advised the customer of high bandwidth utilization on the customers network side. The last technician documented the repair ticket being a congestion issue.

  
  I reviewed the service concerns with the customer. I provided the customer with recommendations on how to reduce the high bandwidth utilization that is causing the congestion. I customer has a clear upstanding for trouble reasons and is satisfied with my explanation.I applied a onetime credit for $50 on the customer's account per the past trouble service reporting concerns.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/16/2022

  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.

  To date I have have experienced an outage every other week for ***** hours since I moved here in June and forced to have century link as a provider. Currently I have no had internet as of August 8th. The Website and app with say 6 days but it has been 8 days because the internet was restored one singular time for 2 hours before going back out on august 9th. It is August 16th and I have contacted via ******** calling in, and chat multiple times mostly resulting in being hung up on, not answered, or just told estimated restoration will be tomorrow but that never happens. The lines are bad and probably need to be changed and repaired I am not sure but to never have internet and to never get a result or answer is not ok. This is not normal. They keep writing these incidents off as standard outages and there is nothing standard about them. This doesn't even happen with dial up. I want the internet fixed and I want a permanent solution. Pay the money to investigate and fix things. I do not want a "we are working on it" it doesn't take 8 days to correct this issue. I have *** for 7 years. I had 1 outage for 5 hours. This is not ok

  Business Response

  Date: 09/14/2022

  I reviewed the repair history on this account and find that there have been an unusual number of incidents reported for the service. Since the incidents prior and the most recent notice, the account has had outages related to a couple factors, most regarding equipment in the field, all of which have been linked to battery or commercial AC failures in the serving equipment not the actual lines providing the service.
  
  These have all been addressed and since my latest escalation request, the customer has been trained with no further issues that I can see. As a courtesy to the customer, and in addition to the account adjustment already issued, I have issued and additional adjustment in the amount of $32.50 which more than covers the number of days the service was down. CenturyLink policy only provides for adjusting accounts for the amount charged relative to the duration of the outage(s).
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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.

  We've been using CenturyLink for internet service for years and about every 2 years or so, we have issues with them where service slows, and eventually drops out many times throughout the day to the point that we cannot use it. The customer service is almost impossible to deal with and completely un-helpful if you do get to talk to someone, giving the run-around on hold and to another person for hours. We've had service people come out, had new routers installed, still we have lousy service but they keep collecting the $35/mo. for this poor quality product that they attempt to provide. I've asked for refunds before in past instances where we've had no internet service for days on end and was promised a pro-rated discount but the standard charge was still auto-paid from my account. Once you're setup on auto-pay, they don't even have to deal with you again so customer service calls are of little significance to the company. It's a terrible company and a terrible place to be a customer.

  Business Response

  Date: 09/12/2022

  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,
  
  I verified the customer internet connection is very stable on the CenturyLink network side. Our system is detecting high bandwidth usage on the customers service side, WIFI network congestion.
  
  The customer was advised of my investigation and provided some suggestions on how to reduce the high bandwidth utilization. I agreed to onetime credit of $35.00 inconsideration to the service trouble mentioned in the complaint. The customer was satisfied with *********************** follow-up and resolution.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/16/2022

  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 mother, ************************* is continuing to have issues with service and unable to get service technicians to perform the necessary troubleshooting for her

  Business Response

  Date: 09/13/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************** son or daughter.  The complaint states My mother, ************************* is continuing to have issues with her service and unable to get technicians to perform the necessary troubleshooting for her and asks for settlement of repair. 
  
  Research shows the customers service has been disconnected for non-payment effective September 7, 2022.  The last payment received was in February 2022.  There were no calls to repair in the past year, and the last repair issue reported was on June 14, 2021 when the issue was listed as customer caused and the tech repaired a ***************** and base cord to restore the service. 
  
  The account is listed under *************************** and no one, including ****, is listed as authorized on the account.  The balance of the account is currently $525.29. 
  
  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 *** have been experienced. 
  
  Sincerely,
  
  ************** 
  Executive Office Case *********************************** **********************
  

• Initial Complaint

  Date:08/15/2022

  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.

  This is an issue that has been going on for months. Ive requested multiple times for centurylink to come fix this issue with my internet connection but after a couple of weeks of sending a technician out the problem comes back. My internet keeps on coming on and off, I even had to buy a new router because they told me it was my router but it turned out that it wasnt. They keep telling me its a problem with the line outside but every month is the same so I have to keep making appointments to have someone just kinda fix it for a couple of weeks or so. I made another appointment today 08/15/2022.I dont feel like I am paying for the upgraded service I got if sometimes I dont have internet at all. Again this has been going on for months if not over a year. Ask them to pull up the records of the service request Ive put in the last year for the same issue. I wish I had more transcripts but they said all of the chat conversations and phone calls are recorded

  Business Response

  Date: 09/14/2022

  CenturyLink has completed a review of the complaint filed by ***************************** regarding intermittent *** connection.
  
  Per the complaint received: This is an issue that has been going on for months. Ive requested multiple times for CenturyLink to come fix this issue with my internet connection but after a couple of weeks of sending a technician out the problem comes back. My internet keeps on coming on and off, I even had to buy a new router because they told me it was my router but it turned out that it wasnt. They keep telling me its a problem with the line outside but every month is the same so I have to keep making appointments to have someone just kinda fix it for a couple of weeks or so. I made another appointment today 08/15/2022. I dont feel like I am paying for the upgraded service I got if sometimes I dont have internet at all. Again this has been going on for months if not over a year. Ask them to pull up the records of the service request Ive put in the last year for the same issue. I wish I had more transcripts but they said all of the chat conversations and phone calls are recorded.
  
  In a review of the account associated with this complaint, there have been several calls and three dispatches submitted in the last few months related to an intermittent connection.  On 6/14/22,  the technician moved a bad cable pair. On 8/19/22 the service was reported good to the *** (Network Interface Device that services the area).  The technician replaced the modem and *** splitter and showed the service to be online. The last ticket was submitted and completed on 8/26/22 in which the *** port and pair were changed. At this time, no new issues have been reported since repairs were completed on 8/26/2.
  
  CenturyLink understands our customer's need for reliable service. Records indicate high bandwidth usage is detected. Currently, 30 Mbps is the highest speed available.  Please keep in mind, that the available internet speed is listed as up to a specific speed.  Also, the **************************************************************************************************** the home.  Therefore, the more devices accessing/and or connected to the internet at the same time, the less of the shared 30 Mbps bandwidth each device has. The customer currently has 8 devices (4 ********************** currently connected).
  
  Service is provided on a per-line basis, and the actual throughput speed of your service depends on a number of factors such as internet traffic and congestion or bandwidth, the distance of your location from certain CenturyLink data equipment, viruses or spyware, server speed of the Web sites you connect to, traffic and congestion on your home network or corporate LAN, and Windows PC settings.  In addition to the factors listed above, any wireless throughput in the home will vary due to other factors such as the Wi-Fi device used, environmental conditions, and distance between the Wi-Fi device and the receiving device (e.g. laptop, computer, tablet, mobile phone, etc.).   The device receiving the throughput can also impact the throughput by the configuration of hardware (e.g. operating system, processor, memory, etc.).  Additional information regarding wireless networking is available at https://www.centurylink.com/home/help/internet/wireless.html   
  You can also find some good information at the following link:  https://www.centurylink.com/home/help/internet/wireless/troubleshooting-slow-wireless-speeds.html 

• Initial Complaint

  Date:08/15/2022

  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 arrived home at approximately 6:15 p.m. on 8/15/2022and discovered that our telephone was not working.I then called to request repair service. I was told that there would be no way for a service tech to come to my home until 8/24/2022, sometime between the hours of 8 a.m. and 5 p.m.My complaint is that is 10 (ten) days without a functioning telephone.If there are emergency situations, or even just a need to contact family, I feel that 10 days without a functioning telephone is without question totally unreasonable.

  Business Response

  Date: 09/14/2022

  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,
  
  Our records indicate the customer reported service trouble on August 14, 2022. The first available tech appointment was scheduled for August 24, 2022. Our system shows the dispatch canceled; I verified the an area outage was the reason repair ticket being canceled.
  
  I referred the service concerns to repair management for handling, follow up and resolution. I verified the customer was impacted by an area service outage. I confirmed the internet connection is stable on the network side. Our system is detecting high bandwidth usage at the service location. I applied a onetime credit for $30.00 inconsideration to the repair interval.
  
  Helpful link to reduce high bandwidth utilization, 
  
  https://www.centurylink.com/home/help/internet/troubleshoot-slow-internet.html
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 09/15/2022

   
  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:08/15/2022

  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.

  I am stuck with Centurylink as my internet provider however when needing service, trying to get in touch with someone for support is virtually impossible. I am just trying to schedule someone to come out and repair/re-run my internet line and that is all. I need someone to call me and schedule. I have been trying now for an hour. I work for a living and I am done.

  Business Response

  Date: 09/13/2022

  To whom it *** 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:
  
  Prior to the replay and shortly after this complaint was submitted, the customer was engaged by another member of the Executive Offices Customer Advocacy Group.
  
  When multiple cases are opened to address the same complaint, the first complaint received takes precedence over the others. This ensures that the customer is provided remedy on any issues in the quickest possible manner.
  
  The service issue looks to have been addressed at this point and any other issues, including burial of the temporary drop wire are being addressed and are ongoing pending scheduling availability.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:08/15/2022

  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 had 2 accounts with Lumen. ***************************** for internet only (acct# ********** and one in ***************, ** for a landline only (acct#*********). I cancelled the landline account in ** on June 27, 2022. I was told my refund of $146.04 would be credited to my bank account between August 2-4th, 2022. There has been no refund to date. After calling 3 times this morning and talking to 7 people I have no assured answer. I was told that I would get a check in the mail after August 27th. All of the people I spoke to had different answers. I had been placed on hold for 30 minutes at a time in hopes I would just hang up. I went from ********* to ********* and around the world. I just want my refund and have been pushed from one person to another. Very very poor customer service. I just want to know WHEN I will be receiving my refund. thank you

  Business Response

  Date: 09/13/2022

  To whom it *** 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:
  
  I have reviewed all the notations on the account. The customer called in on the 18th and 19th of August. The issue was escalated at that time and the correct submissions were facilitated. It can take up to 30 days after these are escalated to receive these refunds.
  
  If the customer has not received a refund by September 15th, 2022, they can email me directly at ***************************************** for additional assistance.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 09/19/2022

  My issue has been resolved and a check was sent to me in the mount disputed.  Thank you very much.