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

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

• 

  CenturyLink

  5300 Recker Highway Auburndale, FL 33823

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  965 N Keller Rd Altamonte Springs, FL 32714

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:08/18/2022

  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 called on 8/1 to change my service to my new address, I was advised that since they were shortstaffed they couldn't come until 8/15. On 8/15 I called and was told the tech would reach out between 8-5. No phone call, we couldn't get a clear answer. There customer service center is closed by 3 pm AZ time. The first rep said that the internet was tuned on and we need to restart our modem. The chat kicked us out and I had to go through the whole process again and was then advised that there is an issue with the order and that I need to call customer service tomorrow. I had to take time off work to be told that it was an issue on the back end and that it would take ***** hours for them to fix it. I asked for a supervisor who said they couldn't escalate it, even though it was an error on their end. I asked to speak to his supervisor, and was advised that he was it. I called back and asked to speak to a supervisor, and was advised that one wasn't available and they would call me back I. ***** hours. I never got a call back. I logged into my Century Link app on 8/17 and saw that the ticket was completed. I then plugged in my router and still no service. I had to reach out on chat which takes forever, and isn't user friendly. I was finally advised that there is a issue with the line and a tech has to come out. The timeline that I was given was ridiculous! We have to be available from 8-5 from 8/18 to 8/28, was advised that if we aren't available they will charge us $99.00. Their customer service is horrible, and their service levels are even worse. It doesn't matter who I reach out to they are telling me I have to wait my turn!

  Business Response

  Date: 09/17/2022

  Response to the BBB:
  
  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:
  
  There appears to have been a more substantial issue after the transfer of service on August 15th, 2022. A subsequent repair on the 23rd revealed a weather-related torn sheath that was part of ongoing, undetermined issue. On August 30th, an additional issue was addressed and the repair to restore full functionality was completed. I could not find anything that substantiated the customers statement that they were told they would have to be available anymore than the usual which can be up to an 8-hour window in a single day, never more than that, never spanning multiple days. It is possible when an area wide outage occurs that a time from that spans a weekend or several days to repair can occur, but this does not require that anyone effected by such an event is present or required to stand by and wait until it is fixed. The customer prior to this reply was given an adjustment for the 15-day, 18 hour and 2 minutes of downtime in the amount of $117.07.
  
  CenturyLink policy provides for discretionary adjustments for service outages. These are limited to reasons of network or equipment service issue that result in downtime. CenturyLink policy does not provide for any other compensation such as cost of supplementing the service, lost wages or any other value-added benefits that *** be unavailable to the customer due to the service being out of service.
  
  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:08/18/2022

  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.

  This in regards to our business *************** ***********************************************************************. Our ************* and internet service has been out since the first part of August. We always lose service every time it rains. We called and was given a ticket number *******. There are 2 phone numbers related to our business. ************ and ************. We were contacted that a service tech would arrive on August 12th. NO SHOW. then we got another text that the tech would be there on august 12th. NO SHOW AGAIN. Now we got a text that they will come on the August 24th. That means NO service until the 24th. We are loosing thousands of dollars due to their inability to provide service to our business. This is a reoccurring event every time it RAINS and we are in the monsoon season so it happens OFTEN. We are a small business and can not afford to be with out service. We also have to travel to customers to repair their equipment. So when Century Link sends us a text that they are coming to repair our service we have to cancel out appointments which is costing us major money. Especially when they don't show up! We have contacted their customer numerous times and get the round around or no one answers. Something needs to be done about this ASAP we can't afford it. Then we get a monthly bill in the amount of $172.89

  Business Response

  Date: 09/22/2022

  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:
  
  The number ending in **** is a voice line, the other, ending in **** is the line that also carries the **** I have checked this line for the last 30 days and did not find any significant issues with outages or loss of authentication with the internet. I did see that an appointment for August 12th was delayed,rescheduled for the 13th, delayed and then according to the electronic record of note, canceled on the 15th by the customer. We are not currently seeing any issues with the service. The customer is advised to call in at the exact time they are reporting issues so that CenturyLink can isolate and address issues that *** be related to whether and are time sensitive.
  
  I have issued an adjustment for the late payment fees on the account in the amount of $26.00.
  
  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:08/17/2022

  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 been a land-line customer for telephone service with ********************, and it's predecessors, since the 1980's. Since CenturyLink took over, my landline goes out 3-4 times a year, mostly in the summer months, and it has NEVER been associated with a fault in my house wiring, or wiring from the street to the house. It has invariably been associated with some "issue" at a more centralized block. My landline also provides service for my emergency service and burglar alarm.I understand that ONCE IN A WHILE there are weather issues, but it goes out even when there are NO weather issues. Furthermore:1. I cannot speak to a person directly (via a cell phone) when these issues occur. I can only connect to a robotic service that I know is run and managed off-shore. 2. Every time it goes out, it is a MINIMUM of TWO WEEKS before anyone even comes out to look at the problem, and usually doesn't fix it on the first try.3. Quite apart from the obvious inconvenience of not having a landline and alarm service, I am PAYING FOR SERVICES I am not getting. When I ask for a refund, most of the time I am refused and when they DO ***** it, it's for some FRACTION of the monthly cost, as if its OK that I am out of service so frequently.I have tried to find SOME WAY to resolve this directly with Centurylink. But there are NO OFFICES in ******. I rarely even get to talk to the technician when he finally gets around to fixing the problem.They clearly have a MAJOR problem with their neighborhood routing box. I get the distinct feeling they would just like their LANDLINE customers to "GO AWAY" because so many are now moving to cellular.Thank you for your consideration.*********************** ************ *****************

  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 has reported service trouble on multiple occasions in the last couple of months. Technicians were dispatched and isolated the trouble on each occasion.

  
  The customer had a past reporting going back December 18, 2021. CenturyLink resolved the trouble at that time and a credit for $50 was extended. No further trouble had been reported prior to the December 2021, reporting.
  CenturyLink can only evaluate a service credit request when trouble is reported, investigated, and resolved. I applied a onetime credit of $50 on the customers account for most recent service trouble and repair interval. I left the customer a voice message with my contact number for any further questions or concern related to this complaint.
  
  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: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.

  We live on the outskirts of Naples. We signed up for CenturyLink. The lazy technician installed the modem in the room that we didnt want to have it installed in because he didnt want to take the time to install it in our office. I filed an FCC complaint against them a couple weeks ago and since then our Internet has slow down from 10 MB per second To .03 megabytes per second. To the point we cant even function with anything in our house. I have attempted to contact the company multiple times and after hours of trying to communicate with them they agreed to send out a technician on a certain day and then change the date of the technician coming at the last moment after I had already scheduled my day around their nine hour window the first time. It cost me time and daycare etc. They are a scandalous company who doesnt stand behind anything that they provide. They sell services that they cannot commit to their customer service is abysmal if you can even get someone. Most of them are in ***** and keep routing you through the customer service chat. If you can get some on the phone youre a saint. Because they keep routing through the Internet options only which is pretty funny when its your Internet thats not working. How are you supposed to do the chat feature if the Internet they provide is not working. I had to keep leaving to go to other places to be able to communicate with them and they still dont care.

  Business Response

  Date: 09/15/2022

  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 this complaint submission and reply, the customer filed an FCC complaint regarding the same issues noted in this complaint. The customer received a reply in that matter and rejected that resolution. A rebuttal was submitted by the customer to which further clarification or justification for the resolution was provided.
  
  A review of that case and the resolution provided finds there isnt anything further that additional review will change the remedy already provided in that action. As such, this complaint and resolutions will defer to that which has already been provided.
  
  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: 09/15/2022

   
  Complaint: 17731032
  
  I am rejecting this response because:

  They didnt fully resolved the issue. Yes I did file an *** complain which they took a long time to respond to. They never fixed the issue. They had several cookie-cutter responses. They never addressed the fact that they changed my appointment time. They stated that it was very busy in the summer, but it was no longer a summer and I was still paying for the services. They also did not address the fact that it was very difficult to get in touch with anyone at customer service, and that they continuously loot me through the online chat feature, which is almost impossible to do when you dont have Internet lol. They cost me time and money by rescheduling the appointment. By the time CenturyLink actually responded to the *** complaint I had already had to cancel my account because it was completely useless. It wouldnt function in any capacity, and I had already paid substantial money for a babysitter for the day that they had me scheduled and was missing work for the appointment not to mention the fact that my Internet wasnt working for me to even work from home so I was having to drive to and from an alternate office. They keep deflecting the real issue here. It wasnt about money. It wasnt about anything other than they continue to not provide their customers a service or timely repair. Anyone can see from the numerous complaints that they do not fulfill their end of their contract. I have lived in southwest ******* for over 20 years and been a customer of many different Internet providers based on where I lived or where my business was, and I never had to wait over a week for somebody to come out to fix an issue. They also continue to have their customer service agents lie and say everything is functioning fine when it clearly isnt. it takes multiple phone calls and chat features from alternate locations when your Internet isnt working to even get their attention to send someone out in the first place and then when they do they change your appointment 10 times. So buyer beware. You can also see from the numerous complaints on Better Business Bureau that there are multiple warnings  about the same thing . 

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

  Business Response

  Date: 10/01/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal that has been submitted by. *****************************
  
  Upon review:
  
  Identical complaints filed with the **** Attorney General, PUC and most all complaints handled by the CenturyLink *********************** are reviewed and processed in much the same manner. To provide timely and accurate, consistent information,multiple complaints are handled in order that they are received. Subsequent complaints filed with that group containing the same issues or concerns are usually reviewed and the outcome of that initial case are deferred to accordingly. The customer submitted the *** complaint, received remedy, and then submitted a rebuttal. The customer issues and concerns have been addressed via the *** complaint process. I have reviewed the other case file and do not find that they issues or concerns were not addressed. I am deferring to the outcome of that complaint and the remedy already provided.
  
  Again,CenturyLink acknowledges the customers concerns, apologizes for any issues,inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  ***********************
  **********************

• 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 *********************************** **********************