Business Profile

Telephones

CenturyLink

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,950 total complaints in the last 3 years.
1,512 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/28/2022
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 phone line issues with CenturyLink for several years now. I will be without phone service for months and when I call a service tech either they will not show up or when they do they tell me they can't find and issue and there is nothing they can do. Several others in my community have had the same issues. I am 94 years old with health issues and I live alone, and need my landline in case of emergency. When contacting the service department at CenturyLink they want me to be at the location to trouble shoot the issue. I have no internet nor phone at my address so this is not possible. I am then told that they can't create a ticket or send anyone out unless they can trouble shoot the problem first. CenturyLink does not mind taking my monthly payment but they do not want to fix the service so it is usable.
Business Response
Date: 08/26/2022
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:

At the time this complaint was filed, the customer had already engaged the social media arm of the ************************ The customer also engaged another Manager in the *********************** when the customer filed the same complaint with the ******** Attorney General. The customer concerns noted in this complaint have already been addressed and the customer has been provided remedy in one or both of those actions.Since this has already been addressed, CenturyLink considers the matter closed.

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:07/28/2022
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.
business committed to providing secure/private home phone line. Every time I use the phone there is humming & static on the line & when another consumer uses her phone I can completely hear all ********* caller are talking about. I have been reporting this, since before 5-21-22 that's when after no results I started writing down my repair request. Many calls many reps. many hours on hold where the recording speaks so highly about get a land line for security & better then a cell phone etc. Many reps were rude, but the last one **** was extremely rude would ask a question then interrupt my answer & say I do not want to hear about that! Then she insisted that I unplug the phone, then plug it back in. I try to explain how a land line works if you unplug the phone it disconnects the call she repeatedly promised she would call back, NEVER did & NO unplugging the phone & plugging it back in did not work. AND IF that works how secure is centurylink Land lines??? How do I know my phone calls are private??? that someone else has not unplugged their phone & plugged it back in are they hearing all I say on my calls??? How can me being able to hear someone elses call be a problem in my home & that makes a secure privatephone service if anyone can just listen to anyone else calls because of something inside my home that they will not repair??? IT IS NOT A PRIVATE SECURE PHONE LINE & that is what they sell & promise not that all your calls will be party line calls where others can listen whenever they want. I do not feel like they are addressing the issues at all, just saying they checked there computer ************* do not see a problem yet while I'm on the phone with them I can barely hear ******** tell them what the other lady/her caller are saying. I even had 1 representative that could hear the lady too faintly, the lady said something, I repeated what she said & the rep said that is what she kinda heard, said they would have to go out,check the lines crossed NO repair
Business Response
Date: 08/26/2022
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:

There appears to have been a separate action taken back in May that did not fully correct the issues noted at that time. The issue has been revisited and on August 16th, 2022, the current connection was repaired which should have addressed the issues or concerns completely.

As a courtesy to the customer, I have issued and adjustment on the account in the amount of $35.00.

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:07/28/2022
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 7/14 to have my **************** moved to my new address. I was told the soonest they could have the service moved was 7/27. So i took off work 7/25 and 7/26 to accommodate. On 7/27 i cad to call out since the service didnt switch over.vAround 5:30pm i get a message that the service was completed. Plugged in my router and no internet. The company was closed at this time so i chatted in to tech support who said the service address wasnt switched and that id have to call back in the morning when the cust service **** was open. Due to not having internet and me working form home i had to call out of work again 7/28. ****** in customer service tpld me i was being transferred to a supervisor and had me on hold for 7 mins and cold transferred me to the tech ****.After speaking with several agents who refused to get a supervisor on the phone i called in again and got a supervisor who said the earliest they can get a tech out is monday 8/1 which means 2 more days of missed work. I have never had an issue with this company before but this is unacceptable, i did everything i needed to as a customer to be up and running and able to work as expected. Im out of work 4 days and the only thing i got was a $60 credit.
Business Response
Date: 08/01/2022
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 the internet service trouble on July 28, 2022. CenturyLinks technicians isolated the trouble on July 30, 2022.

I verified the customers internet connection is stable with no further trouble reported. The customer has been given a credit for the repair interval and service trouble as advised in the complaint.
Per CenturyLinks service terms and conditions,customers are not compensated for loss of time.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/28/2022
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 without internet since 6/9. CenturyLink has falsely scheduled 4 appointments, told me misinformation about how the next steps would be handled, and taken hours and hours of my time. I most recently had the severed line fixed by their contracted company, S&N Communications, who had to repair the work done by the 3rd CL employee to come out. That "technician" dug multiple holes in my neighbors yard, severed their internet connection, "fixed" their connection, but couldn't figure mine out. Now, the line is supposedly fixed but CL did not set up time for the "technician" to come re-set the internet once the line was fixed. Now, they have it on my account that my appointment is on Friday (7/29) but in their system as Saturday (7/30). I have told them multiple times I am unavailable on Saturday which is why it was switched to Friday by a representative I spoke with on the phone, after being on hold for literally 3 hours with different people to only be hung up on. When I spoke to the lady after I called back, that is when the appointment was changed. Now, CL is stating they cannot come tomorrow. For every appointment, I have had to follow up and for at least 3 they had not actually scheduled them. I work from home and this has disrupted my work and life. They are the only internet service available where I live and so they are completely taking advantage of that.
Business Response
Date: 08/26/2022
Please be advised that this case is still being reviewed and has been expedited to the CenturyLink Field Operations team to address. An update will be provided as soon as feedback is received.

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

Sincerely,
***************************
Executive Office Case Manager
CenturyLink
Customer Answer
Date: 08/30/2022

Complaint: 17636672

I am rejecting this response because: I was without internet for 69/79 days. Many employees hung up. Many times I was told I had an appointment and I did not in fact have one and I luckily followed up. I lost time, money, working hours, and I put hours on my car driving to use other's internet for my work from home job. Something further should be done.
I am also luckily in contact with the contracted company as my lines are still not buried and again the wrong request was put in. Thankfully they called and I have spoken with an account rep there to discuss what needed to be completed.

Sincerely,

*****************************
Business Response
Date: 09/09/2022
Please be advised that a ************** Wire (BSW) request has been submitted to address the unburied lines are your property. . Once a BSW request is submitted and approved, it is submitted to a local contractor (non-CenturyLink) to bury the line. Once submitted to the contractor, the process to bury the line can take several days or weeks to complete. Our records indicate this was scheduled to be completed on 9/2/22. I am still waiting on an update to ensure this has been completed. I will provide updates as they become available.

Thank you,

*********************
Initial Complaint
Date:07/28/2022
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.
Somewhere around 5 July we contacted CenturyLink to add a phone line. On 8 July they activated the phone line but our internet went out at the same time. We have been trying to get this resolved since 11 July. We have had several appointments scheduled and no one shows up. Then we get messages that its been rescheduled. Yet no one ever shows up. Twenty days later and we still have no internet or phone service. Wasted over 7 hours on hold trying to speak with a customer service representative which is next to impossible and wasted time off from work.
Business Response
Date: 08/01/2022
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 the internet service trouble on July 12, 2022. The review the service concerns with repair department on multiple occasions. The customer then engaged our social and media group and decided to disconnect service due to the service issues and repair interval.

I verified the customers service is disconnected and credits have been applied to the account. The customer assured our social media group no further assistance is needed as all concern have been addressed.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconveniences that *** have been experienced.

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/28/2022
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.
A while ago, Centurylink, our internet service provider (ISP) came out to our house because we had complained about slow service, they ran a new line to our house and promised they would return to correctly bury the line, however they did not return, when called about it, they assured us we that they would take care of it. After several calls, and being told the same thing, that they would come, it has never happened. Our internet speed remained slow, and constantly experienced random outages and now there is an ugly internet line exposed in the driveway.
Business Response
Date: 09/01/2022
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 was unable to find an account that was in the name of the complainant. I did request information regarding any issue with the line for the address and account associated with the information provided in this complaint. I have been informed that the line in question is not a CenturyLink line and that is a cable T.V. line that does not belong to CenturyLink.

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:07/27/2022
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.
7/25: At approximatly 2:00EST our internet went out. I called CentryLink tech support to try and restore. After 45mins of waiting for someone to answer I was finally connected with a technician who determined we needed a new modem. She then supplied me with a number to call ************* opt 4). 7/26: I called this supplied number the next day and, after a 30min wait period and opt 4 does not exist, spoke with another technician who gave me the same response. I explained that I got to her by following the exact same instructions given to me and to please just connect me with someone so that I can order a new modem. Finally I spoke with someone who was able to start the ordering process, but before I gave approval I was somehow transfered back into the call queue. I waited again for over 30mins to then be connected to a 4th representative. She confirmed that a modem had been ordered and is on the way (even though I never finalized an approval). Meanwhile, while waiting in the call queue for over 30mins for the second time, I attempted to chat with a rep through the website on my phone. This representative dismissed the claim that there is a modem issue and recomennded a technician come out. I ended the chat because I was finally able to get someone on the phone and learned that a new midem would arrive in 2 days.7/27: I have since found out that my neighbor (who is also a CentryLink customer) has no internet also. We agreed that we would both call to try and get some explanation as to why I was told we needed a new modem when in fact our neighbor is also without internet for the same period of time. We both called, and both got different answers. The representative I spoke to (6th rep since 7/25) said again that I need a new modem and that our neighbor being without internet is just a coincedence. Our neighbor was told that there is an outage an a technician would come repair it 7days from today. Im at the point of being frustrated/exhusted with no clear resolution
Business Response
Date: 08/24/2022
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 a technician is scheduled to be dispatched to the customers home on August 5, 2022. Our system is detecting trouble on the customers line.

The customer's service trouble was resolved on August 8, 2022. The customer's service trouble was due damaged cable, technicians replaced. I confirmed the customer was given credit for the repair interval and service trouble issues.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/27/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted them for the last couple months, we paid for 100 gb and have only been getting 30 gb for internet. They have done nothing to resolve the issue and want to charge us for new modem, when its there modem we are renting. I have spent countless hours trying to resolve this issue, I want refund for the last 7 months of service. This is fraudulent and they know its issue and will not resolve it. I am cancelling this service but want refund for the service I paid for but never received. I will no longer deal with them directly!
Business Response
Date: 08/25/2022
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 confirmed the service is no longer in use and the customer has confirmed that the services should be canceled. The order cancel service has been issued.Due to the non-prorated billing cycle, the order to cancel will bill through September 04, 2022. The service will be disconnected on Mon, September 05, 2022.I will follow up and adjust the account in accordance with CenturyLink policy.

If the customer has not done this already, they should return the leased equipment by Wednesday, Oct 5 to avoid potential charges of $99.99 for unreturned equipment. If not already done, the customer can print a return label at ******************************/returns. Packing instructions are available there.
CenturyLink acknowledges the customersconcerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:07/27/2022
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 called CenturyLink to request they end my phone service. I believe this was July 11. I was on hold for 2 1/2 hours with constant advertisements for the company. No one answered the phone. My daughter messaged CenturyLink through her computer and asked them to call me, No one called. I then tried to use ******** messenger to get in touch with them. I got a nice man named **** who said I had to go to a website and fill out a form which I did at least 3 times, He would say the form didn't come through to his screen. I gave up and told him I would try again later, Finally on a Thursday or Friday afternoon around 4:30 I got through to a man on the phone. He took my e-mail address and said there would be a confirmation in my e-mail that stated the service would be ended July 23. I got no confirmation in my e-mail and the phone has not been shut off. I went to the CenturyLink Office in *********, **** but a note on the door said they did not take complaints and gave us a number to call. The door was locked. I contacted the Better Business bureau in ******** July 26.
Business Response
Date: 08/25/2022
CenturyLink has completed a review of the complaint filed by Mrs. ******************************************************** records indicate that it previously received and investigated this dispute in response to a complaint filed with the Better Business Bureau (BBB). This is a duplicate case to BBB case #********. See the response sent to the BBB on 8/24/22.

----------------------------------------------

CenturyLink has completed a review of the complaint filed by **************************

Per the complaint received: July 18, 2022, I spent 2 1/2 hours on hold on a call to CenturyLink to try to have my phone shut off and got only recorded messages. My daughter messaged them on her computer to ask them to call us in regard to our wanting to cancel service. On July 21, I tried using messenger through ******** to cancel the phone service. I messaged back and forth all day to a nice young man named **** but every time I sent him the form required to cancel he claimed he didn't receive it. I gave up and thanked him and shut down my computer. Finally on Friday around 4:30 or so I reached an actual person on the phone and he took my e-mail address and said he would send a confirmation of the cancellation to my e-mail and the service would be canceled July 23. I got no confirmation and I am still getting calls on the phone. It is time to start a new billing cycle and I do not want to pay another month on the phone I don't want anymore.

In a review of the account associated with this complaint, an order to disconnect the CenturyLink service was submitted on 7/15/22. Please be advised that the service has been disconnected effective 7/23/22. The canceled account has a credit of $39.34 which has been released to the customer via check and should arrive in 7 to 10 business days.

On behalf of CenturyLink, I would like to apologize we were unable to resolve this matter in a timely manner and for any inconvenience and frustration, this matter has caused.

Sincerely,

***************************
Executive Office Case *********************************** **********************

Customer Answer
Date: 08/31/2022

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:07/27/2022
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.
We moved into a new development and the only internet provider was Centurylink ONN. We have lived in our home for nearly 2 years and the fiber line has still not been buried. It has been damaged and we have not had internet since 7/22/22 its now 7/27/22. We have called customer service 1/************ and ************** at least 10 times and each time spend over ****************************************************** lied to and no one ever comes out to service our internet. The hold music says to chat online and when I try to do that they say they can't help me because they can't find my account because I am an ONN customer and they give me the same number that just puts me in circles. Call the number and see for yourself. Its so frustrating. I work from home and work for the *************** of ************** so its important that I have working internet. If I had a another provider in the area I would go with them but we do not. If you log on to the account online there is not even an address listed for them but that are using the Centurylink logo and provide the Centurylink web address. Is this a scam? If you ask to speak to a supervisor you are just ran in circles too. They only have about 3 or 4 people that answer the phone and they all say the same things over and over and over. They provide you with a confirmation number and tell you someone is coming but then when no one comes and you call back they say they can't find a repair ticket for you but they will put one in. They tell you that you must be home when the service technicians comes and expect you to stay home for a 5-9 hour window and then no one shows up. Who has the time and availability to do this? I am a very patient person but this is the most frustrating thing I have ever dealt with and this has to be addressed right away before the wrong person has to deal with this and does something out of line.
Business Response
Date: 08/25/2022
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:

This account, as it is currently configured, is in the ON billing system. This is wholly owned, operated, and facilitated by CenturyLink. ON are CenturyLink accounts that are set up at specific, contracted multiple dwelling units so when a potential customer moves in, their service is Hot and all they have to do is plug in and follow the instructions to set up the service. Some of these locations, as is the case for this location, have the option at this time to convert over to the Simple pre-paid account system which will most likely change very little in the way issues are handled and by whom they are addressed. July is year over year the busiest time of the yar and though we try to staff for this, it can sometimes result in longer than expected wait times. As for the service, I show that it did have issues with the connection that appear to have been resolved shortly after this complaint was filed. I was not able to confirm the duration and as a courtesy to the customer, I issued a $70.00, one months service charge adjustment to the card ending in 4519.

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: 08/29/2022

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,

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

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CenturyLink is NOT a BBB Accredited Business.