Complaints

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

close

Find a Location

CenturyLink has 137 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CenturyLink

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

• 

  CenturyLink

  5300 Recker Highway Auburndale, FL 33823

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

• 

  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:08/03/2022

  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.

  They took my money and never gave me any internet and I keep calling and can't get ahold of a person. I never got a modem.

  Business Response

  Date: 09/01/2022

  CenturyLink has completed a review of the complaint filed by ******************************* regarding the delay in the installation of the internet service. 
  
  Per the complaint received: They took my money and never gave me any internet and I keep calling and can't get ahold of a person. I never got a modem.
  
  In a review of the account associated with this complaint, CenturyLink records indicate the installation was completed on 8/2/22 however the customer indicated she had not received a DSL modem. On 8/3/22 the customer contacted ************* regarding the service and an order was submitted to dispatch a technician for a **** install however the order was canceled due to the self-install of the modem being only needed. The connection has been authenticating at 100% for the last 30 days. A refund was issued on 8/3/22 for the delay in service. 
  
  The customer is advised to report any future issues with the service to CenturyLinks internet help desk at ************** as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  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:08/03/2022

  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 not had phone service since July 16th. I can&#**;t get anyone to come out and fix it. When I call it&#**;s over an hour wait time. I have waited that long only for the phone to be connected and then go dead. I have made several phone calls to the company. I have a medical condition that requires a land line. They are also the provider for my internet and I don&#**;t have that either. We are paying for this. I had asked for cancellation then changed my mind and asked them to rehook me up, but they shouldn&#**;t have disconnected until August 1. They disconnected me on the 18th.

  Business Response

  Date: 09/07/2022

  
  CenturyLink has completed a review of the complaint filed by ********************************
  
  Per the complaint received: I have not had phone service since July 16th. I can't get anyone to come out and fix it. When I call it's over an hour wait time. I have waited that long only for the phone to be connected and then go dead. I have made several phone calls to the company. I have a medical condition that requires a landline. They are also the provider for my internet and I don't have that either. We are paying for this. I had asked for cancellation then changed my mind and asked them to rehook me up, but they shouldn't have disconnected until August 1. They disconnected me on the 18th.
  
  In a review of the account associated with this complaint, the customer contacted ********************** on 7/19/22 requesting to cancel the internet service. Per a review of the call, the customer stated they wanted to disconnect due to a recent outage and not being able to reach repair. The agent offered to send a technician and waive the technician fee however, the customer declined. The agent stated the earliest date that the service could be disconnected was 7/20/22. The customer stated 'ok' and the agent proceeded to disconnect the service. The details of the disconnect including the disconnect date were sent to ******************** via text as requested by the customer on 7/19/22. The disclosures were accepted by the customer on 7/23/22. During the call, there was no mention of disconnecting the service on 8/1/22.
  
  ********************** contacted ************* on 7/26/22 requesting to reconnect the service. Records indicate the service had already been disconnected at which time, a new order was submitted and the service was reactivated on 7/28/22. 
  
  The customer is advised to report any issues with the service to CenturyLinks internet help desk at ************** as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  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:08/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****************************** and I resided at ********************************************************************** from 2018 until August of 2021. I moved to ****** for work. I sold my house and was out of the home at the end of August 2021. I cancelled all subscriptions and had great difficulty with Centurylink. It seems they kept giving me the run around to be able to cancel. Today August 3rd, 2022 I have spent another 2 hours on the computer trying to end my 45 dollar a month subscription for internet a service that I cancelled over a year ago and have tried 3 times since. I am fed up with this organization and if this is how I need to cancel then it appears this is my only option. Again, I moved out of this home in August of 2021 and have been getting billed for over a year a now. I would like this subscription cancelled once and for all. My case ID and access to my account is below. Case ID: ********

  Business Response

  Date: 08/09/2022

  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,
  
  CenturyLink has no record of the customer requesting for service to be disconnected. I verified the customer accessed my ********************** portal on August 03, 2022. The last contact CenturyLink had with the customer was on January 19, 2021.
  
   I reviewed the service cancelation concerns with the customer and agreed to disconnect service, effective August 9, 2022.The order number is **********, the customer has my phone number for any further questions or concerns.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:08/03/2022

  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.

  Internet and phone service has been intermittent since June 2022. On June 21st, when the first internet outage was repaired remotely, the trouble technician suggested that we request a speed upgrade that would force our system to be upgraded to CBRAS. He said it would be a software change and quick. Since then our internet drops once a week and has inoperable speeds almost daily. We have worked with the trouble technicians to help resolve these issues. Our upgrade has been scheduled and rescheduled and not completed for over a month. We are not able to speak with anyone directly about the issue, anyone we speak to simply reschedules. Centurylink is also saying that we, the customer, are responsible for the rescheduled upgrade. This is not the case. We have not rescheduled once. This is costing our business time and money as we have to schedule and pay our IT person to be onsite for the scheduled upgrades, for the changes to never happen. We would like a definitive date for work to be completed, an explanation of why this isn't being done, and credits for when our internet and phones have been down and/or so slow that our business is inoperable. Account number is *********, *********************, Order ID **********

  Business Response

  Date: 08/16/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms. ***************** CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  Prior to this review and reply, the customer also filed a duplicate complaint with the ************************************* In that complaint, the same issues and concerns were noted and submitted to the ***********************. Since the matter has been addressed via that complaint, this reply will defer to the remedy already provided in that action.
  
  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:08/02/2022

  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 signed up for **************** with CenturyLink at my vacation property in January. After months of trying to get a modem and finding out that it was impossible to get a modem shipped to my home address even though I specifically signed up for that I found out ******** had fired up 5G Home Internet that I could use instead. This months long process involved multiple rounds of calling someone at CL, having them say they were submitting a ticket only to have nothing happen. Call again, repeat. Probably around 4 or 5 cycles. After submitting a complaint here about that, I finally got escalated to someone that was at least able to kind of help. He actually told me to buy my own modem. Tried that, even got a CL branded modem. Service didn't work when I plugged it in and I got back into their support system pit of h*** He also more or less said that when I was talking to people 'submitting tickets', the systems couldn't communicate and it was pointless. At any rate, months in, I went to cancel my subscription on their Website. Wouldn't let me, told me I had to call in. I called in and shocking...the person said they'd submit a ticket and it would get handled. They refunded the month I'd just been charged, I got them to say they would call me when the ticket was processed. They called me so I was relieved to be free of CenturyLink. Our July CC statement comes. To my utter non-surprise there's another charge from CL. The account wasn't cancelled. I have no idea what to even do now. I can go through that process again but I'm kind of tired of spending an hour a month on the phone with these idiots. I don't know how a company staffed almost in its entirety by people who can't do anything and lie to their customers stays in business.

  Business Response

  Date: 08/31/2022

  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:
  
  This account was stuck because of billing fallout. While rare, when it does occur it is hard to identify. Several agents trying to assist with the cancelation provided what they assumed was correct information in trying to assist with remedying the issues noted by the customer. I have addressed the concern by submitting an escalation request that fixed the issue. The account is canceled and the July payment was refunded back to the account it was drawn on, August 3rd,2022.
  
  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:08/02/2022

  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 having a recurring issue with my internet service and device from ********************** for the past 6-7 months. Problems I would have is anywhere ranging from having incorrect customer profile to product information, faulty equipment and there is no resolution to my problem. Not only that, as of 08/02/2022, my experience is being on the phone for an hour or more being bounced back and forth between representatives and departments with calls being dropped just trying to schedule a technician to come out just to be told that a technician cannot come out. This has caused a significant inconvenience for me as I work from home, having to relocate and find alternative work locations.

  Business Response

  Date: 08/31/2022

  CenturyLink has completed a review of the complaint filed by **************
  
  Per the complaint received: I have been having a recurring issue with my internet service and device from ********************** for the past 6-7 months. Problems I would have is anywhere ranging from having incorrect customer profile to product information, faulty equipment, and there is no resolution to my problem. Not only that, as of 08/02/2022, my experience is being on the phone for an hour or more being bounced back and forth between representatives and departments with calls being dropped just trying to schedule a technician to come out just to be told that a technician cannot come out. This has caused a significant inconvenience for me as I work from home, having to relocate and find alternative work locations.
  
  In a review of the account, there have been several repair calls received regarding issues with the internet. Due to the ongoing issues, on 8/2/22, the customer requested to disconnect the service. On 8/10/22, the disconnect was canceled and a repair ticket was created to provide additional troubleshooting. Due to a programming issue, the technician was dispatched to the wrong address however, CenturyLink records indicate **************** service is currently authenticating at 100% with the connection very stable. 
  
  Out of service credit has been issued for the issues customer having with service. 
  
  The customer is advised to report any future issues with the service to CenturyLinks internet help desk at ************** as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  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:08/02/2022

  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.

  My internet service is not working, I have called every phone number I have for this company and all I get is automated responses that lead me nowhere that can actually connect me to a representative that can resolve my concerns. I want this company to contact me with a solution to my internet outage.

  Business Response

  Date: 08/31/2022

  CenturyLink has completed a review of the complaint filed by *************************** regarding a recent internet outage. 
  
  Per the complaint received: My internet service is not working, I have called every phone number I have for this company and all I get is automated responses that lead me nowhere that can actually connect me to a representative that can resolve my concerns. I want this company to contact me with a solution to my internet outage.
  
  In a review of the account associated with this complaint, there were no recent repair calls or dispatches located indicating an issue with the service. Upon receiving the complaint, ******************** concerns were routed to the CenturyLink repair escalation team. A repair ticket was submitted however due to training, the soonest due date was scheduled for 8/30/22. On 8/29/22, the customer contacted ************* requesting to cancel the service due to being unable to use the service for over a month. Records indicate the service has been disconnected as of 8/30/22 and out-of-service credit was issued for the time the customer was unable to use the service. 
  
  CenturyLink strives to provide our customers with the best experience possible We are constantly searching for ways to improve on how we can better serve the customer, in all areas. We apologize for any inconvenience and frustration this matter has caused and look forward to hopefully serving ******************** internet needs in the future.
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17658237
  
  I am rejecting this response because: See attachment 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 17658237
  
  I am rejecting this response because:
  

  Please see attached 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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.

  terrible custom service, repair time long as 7 days, no way to ever talk to a real person and do not try to chat they are in ***** and ask the same questions over and over to only say can't help need more information.have been on hold ***** minutes with nothing but music, if you do get a prompt to have them return a call it could be hours later.internet service is terrible, always down or some excuse why for days .

  Business Response

  Date: 09/06/2022

  CenturyLink has completed a review of the complaint filed by ************************* regarding internet issues and the poor customer service received trying to contact repair.
  
  ************** reported terrible customer service, repair time long as 7 days, no way to ever talk to a real person, and do not try to chat they are in ***** and ask the same questions over and over to only say can't help need more information. have been on hold ***** minutes with nothing but music, if you do get a prompt to have them return a call it could be hours later. **************** is terrible, always down or some excuse why for days.
  
  Prior to receiving the complaint a repair ticket was submitted for no DSL sync and completed on 8/10/22. The repairs included adding filters to the phones and repairing an aerial drop. CenturyLink records indicate an outage was detected and cleared on 8/31/22. At this time, no other issues have been reported since the outage was detected. 
  
  CenturyLink apologizes for the long wait times, and the negative experience and frustration endured trying to contact the repair team to resolve the internet issues.  
  
  We truly appreciate ************** as a customer and hope to provide a better customer experience in the future.
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  
  

  Customer Answer

  Date: 09/06/2022

   
  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:08/01/2022

  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 home phone service through Centurylink. My phone has not worked for over a week. I have tried contacting their customer service through several different means and have been unable to speak to someone who can help. This seems to be a common issue with this company. I am paying for a service they are currently not providing. I either need my phone line repaired or my service canceled and any fees paid over the past week and a half reimbursed.

  Business Response

  Date: 08/31/2022

  CenturyLink has completed a review of the complaint filed by ***************************** regarding a recent phone outage.
  
  Per the complaint received: I have home phone service through Centurylink. My phone has not worked for over a week. I have tried contacting their customer service through several different means and have been unable to speak to someone who can help. This seems to be a common issue with this company. I am paying for a service they are currently not providing. I either need my phone line repaired or my service canceled and any fees paid over the past week and a half reimbursed.
  
  Prior to receiving the complaint, a repair ticket was submitted and completed on 8/3/22 with repairs to a bad port. Out-of-service credit has been issued on the account and no new issues reported since repairs were completed on 8/3/22
  
  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:08/01/2022

  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 spent 3 + hours with CenturyLink today. 1 hour waiting for someone to take me off hold, 2 hours talking to an agent who was trying to fix my modem when I told her the problem was not my modem but that VDOT had mowed over the box that housed all of the phone wires for the people who lived on our road. I offered to send her pictures so she could understand what I was talking about, but she insisted it was my modem. She finally admitted that someone would need to come out and look at things. She gave me a repair date of 8-11-22. I told her that this was unacceptable and would like to speak with a manager. After waiting ***** minutes again my call was disconnected! No one has attempted to contact me back. I live 2 miles from a Centurylink link repair shop and 11 days for someone to repair a line so some of us can continue to telework is ludicrous! Any help resolving this matter would be appreciated.

  Business Response

  Date: 08/30/2022

  CenturyLink has completed a review of the complaint filed by *************************** regarding a recent internet outage. 
  
  Per the complaint received: I spent 3 + hours with CenturyLink today. 1 hour waiting for someone to take me off hold, 2 hours talking to an agent who was trying to fix my modem when I told her the problem was not my modem but that VDOT had mowed over the box that housed all of the phone wires for the people who lived on our road. I offered to send her pictures so she could understand what I was talking about, but she insisted it was my modem. She finally admitted that someone would need to come out and look at things. She gave me a repair date of 8-11-22. I told her that this was unacceptable and would like to speak with a manager. After waiting ***** minutes again my call was disconnected! No one has attempted to contact me back. I live 2 miles from a Centurylink link repair shop and 11 days for someone to repair a line so some of us can continue to telework is ludicrous! Any help resolving this matter would be appreciated. 
  
  In a review of the account associated with this complaint, a repair ticket was submitted on 8/1/22 with an expected repair date of 8/11/22. Upon receiving the complaint, ******************** concerns were routed to the CenturyLink Dispatch team to request a sooner date. The due date was changed and repairs were completed on 8/4/22 with repairs to the pedestal. The customer has confirmed the service has been restored. Out-of-service credit has been issued on the account and at this time, no new issues have been reported.
  
  Regarding ******************** inability to reach a CenturyLink agent to address her concerns, we have been experiencing higher than normal call volumes which have resulted in longer than normal hold times. We apologize and are working diligently to address all of our customer's concerns in a timely manner. 
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. 
   
  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 inconveniences that *** have been experienced.  
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************