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

  500 Winderley Pl Ste 300 Maitland, FL 32751

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

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:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This unfortunately is an issue that Century Links allow their employees to do with the customers. I for one have had enough of their lazy lying behavior. Who is going to say oh we found nothing wrong here within the facility or site so we're not going to come out to the home to see if theirs a potential issue because this is how Century link allows them to do that job in that manner.If it's not broken don't fix it fight? (SMH)I've placed in line the screenshots from Monday 25, 2022 text messages to today Tuesday, July 26, 2022.Let me remind you this issue started Saturday, July 23 2022 @ 9:43 am when I was on a zoom meeting with potential investors when my screen went blank and I won't be able to use my TTY phone either to call for emergency services due to multiple disabilities.I'm asking for the BBB to help me make this wrong right of laziness. This isn't the first incident with Century link when I first made my order with them their employees didn't won't to do the job then. I paid and had no service from them and someone kept trying to cancel out my order to where I had to get the coordinator involved they are how I have service up until now.

  Business Response

  Date: 08/12/2022

  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,
  
  Our records indicate the customer reported internet service trouble on July 25, 2022. Repair reviewed the service concerns with the customer and was unable to trouble shoot the trouble due to the customer not being at the service location. The customer requested for a technician dispatch. The agent scheduled a repair dispatch for July 28, 2022, the repair was canceled.
  
  
   I verified the customer internet connection is stable and working on the network side. I left the customer a voice message and requested verification that the service is working.
  
  After reviewing the service concerns with the customer, I confirmed the customer was still having service trouble. I agreed to escalate the service trouble to our field management team to resolve. I confirmed the customer's service trouble was resolved. I refunded the customer's credit card for one month of service inconsideration to the repair interval.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:07/26/2022

  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 CenturyLink / Qwest customer for 31 years and have been absolutely appalled with their recent inability / unwillingness to restore stable internet to my home via DSL through existing copper telephone lines, and their attempts to force me to convert to fiber based phone and internet at a higher price. The ****based internet service I am currently paying for is for 20Mb/sec download and 0.8 Mb/sec uploads, I do not need or want faster service. I only want the service I am paying for to be reliable. Over the course of the last two to three weeks I have been experiencing unstable internet and internet outages. Until today I wasn't sure what the source of the problem is, but today I have confirmed (using the CenturyLink Troubleshooter) that I have an "unstable line." And this is after I have spent HOURS on hold waiting for a customer service / repair representative. (The current "record" for me being on hold is 2 hours and 1 minute.) I have tried getting my service repaired using CenturyLink's telephone support line, their online website-based troubleshooter, and the mobile phone app-based troubleshooter. I have also engaged with their "live chat" feature on multiple occasions and have been disconnected by it several times. I have had overseas repair representatives tell me that my modem is incompatible with my current speed. Not true, it is compatible, and the model I bought was recommended by a CenturyLink repairman. I have been told that I have never been asked by CenturyLink to purchase a modem. Also not true, as I was told several years ago to go to "Best Buy" and purchase a CenturyLink branded modem, which I have recently replaced. But the biggest problem is that I am paying for internet service that is not being reliably provided to my house and CenturyLink is refusing to fix the existing service and is trying to force me to switch from telephone line-based DSL to fiber-based for almost twice the price. I want what I am paying for!

  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 looked at the service statistics over the last thirty days on 4 different occasions.I have reviewed the statistical notes and all notations from the technical support teams over the course of the last several months. The issue is not the product,the issue is over utilization of the in-home network or over utilization to the point of exhaust on the 20M connection that routinely provides up to 24M speed to the modem, a Zyxel C3000Z. This modem is entirely capable of handling the signal and service type the customer is currently provisioned for. It is important to note that when a customer has multiple devices, in this case up to 10 (currently 4 wirelessly) the overall performance will be impacted to a significant degree. Speeds are measured for performance based on 1 device,hard-wired to the modem, nothing else connected. The wireless connectivity and performance are not guaranteed at all as there are simply to many unknown variables that come into play.
  
  As for comments on the existing copper network. The customer is correct to the degree that ********************** is not going to upgrade these lines other than to maintain them as needed. It is not reasonable to do so when there is a fiber network now in use in the same area. The customer is aware that there are fiber offerings at his location. A fiber internet connection would eliminate most if not all the issues the customer is experiencing.Keeping in mind that while there should be improvements on all aspects of the performance, wireless connectivity does not come with a performance guarantee.
  
  Recently, there have been reductions in the monthly pricing for CenturyLink fiber offerings across the board that should fall within the scope of the charges that the customer is currently paying for the 20M service. Some of the plans *** be lower than the customer is currently paying. As with any offering, if the customer has a compatible modem for the fiber service, the agent assisting with the order to change the service will be able to verify if the existing modem is compatible.My information is that the C3000Z should not be an issue with the fiber upgrade. The customer will need to call in and request the upgrade and will only be responsible for any installation or activation charges that *** be applicable.When ordering the service, the customer can simply state that the modem that they are using is compatible with the fiber/5G service. It is important to note that an upgrade to the latest **** series modems *** increase the range of devices connected wirelessly as the customer is only utilizing up to 2, 5G devices currently. 5G transmission is faster but request more bandwidth (and transmits a shorter distance then 2G) from the overall signal shared by all in the home.  A fiber connection would vastly increase the speed and bandwidth allowing all the devices to share the signal without most if not all the issues the customer is currently experiencing.
  
  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: 08/30/2022

   
  Complaint: 17628363
  
  I am rejecting this response because:

   

  In his 8/25/2022 response ******************** stated:  "Recently, there have been reductions in the monthly pricing for CenturyLink fiber offerings across the board that should fall within the scope of the charges that the customer is currently paying for the 20M service. Some of the plans may be lower than the customer is currently paying."  Yesterday, 8/29/2022, I called the CenturyLink "Fiber Team" at ************ to inquire about pricing for fiber if I was told that I have to switch.  I spent about 10 minutes with the CenturyLink representative who confirmed that the best possible pricing he could offer me for fiber-based ******** and a "land-line" telephone was $65 per month, before taxes.  I am currently paying $55.  I explained to the representative that a CenturyLink executive had assured me that I should be able to switch my service to fiber for exactly the same price as I am paying now.  To his credit the representative tried various ways of applying a discount to the fiber offer to bring it down to $55/month and every time the pricing software refused to go lower than $65.  The representative actually became frustrated that he could not offer me fiber based ******** and a land-line at my current cost.  I thanked him for his efforts, and for confirming that what the CenturyLink executive had told me was not true.

   

  SO, this issue is NOT resolved because ******************** provided untruthful information in his response.

   

  ALSO, during the time my copper-wire based DSL **************** was unreliable or completely unavailable I asked numerous CenturyLink customer service representatives to make certain that my cost for ****************s were prorated for the time that my **************** was out.  NONE of the invoices received since showed any attempt to prorate the price charged for internet.

   

  Additionally, during the time I was having the ******** outages and unstable line I had at least two CenturyLink ******** repair representatives tell me that the problem was with my WiFi router, and that I needed to get a new one.  One representative even went so far as to tell me that my current ZYXEL C3000Z router was not compatible with my current service.  This was obviously untrue, because it had been working fine for about a year before I started experiencing the problems I did in June and July.

   

  Indeed, after at least 10 calls to CenturyLink service and hours and hours of time on hold, and dealing with Phiippines-based ******** "repair" representatives who "rebulit my connection" but failed to fix the problem, I finally was able to get a local CenturyLink technician name **** come to my house and diagnose the problems I was having on 7/29/22.  He confirmed that it was likely not my C3000X router, not a "dirty pair" from my house to the "Cross Box" / junction box, but was probably due to problems with the particular "shelf" in the Cross Box.  He went ahead and moved my connection from "Shelf 2, ***************" to "Shelf 1, ***************," and this appears to have fixed the problem.  **** thought that this should fix my issues because 10 other CenturyLink customers were connected through Shelf 1, and this Shelf has been completely stable since the last system reset.  **** agreed with me that my problems were likely being caused by heat-sensitive faulty equipment, and he thought that "Shelf 1" was the likely culprit.  He was right.  My DSL-based ******** has been mostly stable and reliable since he moved my connection to Shelf 1.  Consequently, the hours and hour and hours I spent on the phone waiting for, and dealing with CenturyLink's Phiippines-based ******** "repair" representatives were a complete waste of time.  ****'s ability to fix the problem with a physical change at the local cross box confirmed that the problem was with CenturyLink's equipment, but not mine.  And yet I still did receive a refund of prorated price for the many days my home ******** was unavailable or unreliable.  At least it is working now, but this whole experience, and the misinformation in ************************ response, has just confirmed that CenturyLink does not take customer service very seriously ... even for customers like me who have been with CenturyLink for 31 years.

   

  In closing, I reiterate that I would be happy to switch to a fiber-based **************** and land line IF, and ONLY IF, the price remains the same.

   

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

• Initial Complaint

  Date:07/26/2022

  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 can't find which location hooked the **** services up. I want other people to know not to order their services. Everything they told me was a lie and when I bring it to their attention they disconnect me immediately. Not only that when I log in it lets me know there are more than one account associated with my profile. Also one tech guy told me my account wasnt even under my name. When I complained about slow speeds they told me I had too much hooked up when there was only one TV. What's happening is they have more then one person on the account and line while collecting the same amount for each person. The internet only works at night when all the other people have shut their TV's off and went to bed which proves even more they are crooks and collecting all that money off one line. I've repeatedly ask them to do something and when I let them know they hang up or disconnect. They are lying and crooking people. I literally can't use it at all during the day and receive no help. I e now been on hold for 45 minutes. Now that they know I know what they are, they won't even speak to me. I've paid over two hundred in service fees and have her to get what I was told as far as quality wifi. They need shut down. Someone else's name even comes up on my account. Help get this out to people and stop what they are doing.

  Business Response

  Date: 08/03/2022

  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:
  
  While CenturyLink would be happy to address the claims noted or assist the customer with any issues or concerns, the customer has not requested help, only states for information purposes only.
  
  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:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time Ive had to go through the BBB to get something resolved. My internet service went out on 7/14-7/15 and I had a technician repair it on 7/20. During the visit I was told a new line needed to be buried to completely resolve the issue. My service went out again today and I tried multiple times to contact someone to resolve the issue. The website chat feature barely works and when I got an agent I was put on hold for 15 minutes. The chat idle timeout kicked in and kicked me off. The second attempt I didnt even get that far before I was prompted with a survey and kicked off again. I called customer support and spent 30 minutes on hold only to be hung up on within 8 minutes of the call. There has been no contact about burying the new line and I still have no service. While on hold I listen to the pre recorded message stating that CenturyLink has fast reliable connection. This is false. My internet never lasts more than a month before I have to have someone come and fix it. It drops almost daily.

  Business Response

  Date: 08/24/2022

  CenturyLink has completed a review of the complaint filed by ********************* regarding a recent internet outage and a request to have a cable line buried.   
  
  In a review of the account associated with this complaint, a repair ticket was submitted and completed on 7/21/22. The technician indicated the *** *************** Wire) was damaged due to lightning and submitted a request to have the line replaced and buried. Please note, that when an issue occurs and a  line needs to be buried, a  ***  request is submitted to the CenturyLink Field Operations team. Once the *** 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/weeks to complete. Another repair ticket was submitted on 7/26/22 and completed on 7/28/22 with repairs to the *** port. 
  
  CenturyLink records indicate the *** request was completed on 8/4/22. At this time, no new issues have been reported and the connection is authenticating at 100%. Out-of-service credit has been issued for the time the customer was unable to use the 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.
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17626342
  
  I am rejecting this response because: while they did complete their service and credit me for a handful of days without service, I have still yet to receive contact from anyone. This issue was over a month ago and I requested contact from someone. I see the contact number to use when I need assistance but that is the same number I call every time and wait hours on the phone to be hung up on. So the number is useless. I feel this will not be the last time I have to file a complaint. 
  
  ********************************************

  Business Response

  Date: 09/22/2022

  Please be advised that CenturyLink spoke with ************** on 9/12/22. 
  
  Per rejection received, called customer regarding ongoing outages that occur 5 days out of the month each month. Advised customer of bandwidth overutilization. He stated he tries to turn devices off when not in use. He stated he was advised by tech that the issue was with the modem. Advised I would contact the CenturyLink repair escalation team to have someone from repair contact him for additional troubleshooting and will engage the CenturyLink Field Operations team if necessary. I provided ************** with my direct telephone number if he needs to speak with me directly. 
  
  After speaking with **************, the CenturyLink repair escalation team was engaged to assist. The BBB was updated on 9/12/22 that a repair ticket was issued. 
  
  Please see the response from the repair department below.
  
   I called and spoke with **************. He is at the end of the loop and on extended service. He can't get any better service with us and it will continue to break due to distance. I offered him options including the HughesNet the account is flagged for. He said he is on the waiting list for Starlink and will contact HughesNet.
  
  The Internet was working at the time of the call so no ticket was needed.
  
  CenturyLink apologizes that ************** could not be provided with a better resolution and for any inconvenience, this matter has caused. 
  
  Thank you,
  
  *********************
  ANALYST II
  Customer Advocacy Group
  **********************
  
  

• Initial Complaint

  Date:07/26/2022

  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.

  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. 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 cancelled 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.

  Business Response

  Date: 08/24/2022

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

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising 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.

  Repeat problem of internet connectivity that happened 2 weeks ago and centurylink wants to wait until a week from now to dispatch a technician. I informed the service provider that I would be available this Tuesday but she stated they had no control over service calls and Thursday was the earliest *** service provider was very rude and I asked to speak to her supervisor and the supervisor called about 2 hours later, let it ring twice and hung up when I answered

  Business Response

  Date: 08/30/2022

  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 initially requested that CenturyLink dispatch a technician to ascertain the problems that might be contributing to the connectivity and speed issues incurred by the customer. A dispatch was set up and when the customer was notified of the attempt,the customer canceled the repair dispatch.
  
  I then listened to the calls the customer made attempting to resolve the issue of the slow connection speed. Though most of the calls were exactly as they are supposed to be, one, regarding replacement of the modem was rather contentious.This was the fault of the CenturyLink support agent not the customer and feedback has been provided.  I have issued an adjustment on the account for $64.99 and called the customer. I have apologized and offered to assist in the replacement of the modem. CenturyLink welcomes the opportunity to make thigs right by the customer.
  
  I was unable to get through to the customer on the two calls that I made and was able to leave a voicemail on one. I have provided my contact information should the customer want further assistance with the modem replacement or service issues.
  
  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:07/26/2022

  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.

  July 19th to present I have worked to establish basic land line telephone service from the only provider available (not alternatives to this company). With over 4 hours of phone time working with their employees they have failed to provide the service as paid for and contracted. They repeatedly incorrectly enter personal, billing, and service information, they have made errors in the order placed that delayed critical emergency phone service to an area without cellular service. The online account information is also inaccessible due to their erroneous information entry.

  Business Response

  Date: 08/24/2022

  CenturyLink has completed a review of the complaint filed by *************************** regarding the delay in the installation of phone service.
  
  An order for new phone service was submitted on 7/18/22. Due to a programming issue, the order had to be canceled and routed to a different team to be re-entered. Once the new order was submitted, records indicate the installation was complete and phone service operational as of 7/28/22. 
  
  I understand that this was not handled as quickly as the customer had hoped, and I truly do apologize. Our goal is to provide our customers with the best experience possible and make sure our customers needs are met in a timely manner. 
  
  We apologize for any inconvenience and frustration encountered during this process and hope this matter has now been solved to ************************ satisfaction.  If the customer should experience any future technical or service issues, please contact our ****************************** at **************.
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:07/26/2022

  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 internet service in 2.5 weeks. I have contacted them numerous times and had 6 service appointments scheduled in which a tech only showed up 1 time. My service is still not working and they cannot provide a date in which it will be fixed, but are still charging me my monthly fee.

  Business Response

  Date: 08/03/2022

  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 that the customer reported the service trouble on July 15, 2022. Technicians isolated the trouble on July 28, 2022. The repair was delayed due to damaged cable had to be replaced. I verified the customers internet connection is stable with no further trouble reported.

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

  
  

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17624109
  
  I am rejecting this response because:
  The problem was originally reported on July 6th.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/25/2022

  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 simply want to cancel our internet service, and the online system isn't allowing us to do so. When we call, there is an extremely long hold (over an hour), and then the call is disconnected. The chat feature representatives refuse to allow us to cancel service as well. There is no contract. We just want to cancel.

  Business Response

  Date: 07/31/2022

  CenturyLink appreciates ***************** giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.
  
  Upon review,
  
  
  This issue has already been escalated to ******* ************************* ***************** will receive a response for all concerns through the *** process.
  
  JJ
  CenturyLink ***********************

• Initial Complaint

  Date:07/25/2022

  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.

  its been three weeks i trying get Centurylink fix our internet problem cause we been out of internet ask for new up to date Module didnt get it overnight night it took three days get here plug in no internet we have several work order may for two days later no tech show up on that day and they day they did in which was lie my wife and granfdaughter was homee all day with grandkids . Plus they cancel several work order cause of outages in area but my neighbors all around us got their internet to work we today still dont have any internet cause of outage. PLUS i pay bill and today it dont show on their part it went through but it has clear my bank several days ago. Plus when we talk to tech on the phone we get my phone number and they say call you back but they don't they always discontines the call never correct the problem with us

  Business Response

  Date: 08/23/2022

  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:
  
  When there are area wide outages, customer specific request to repair is canceled and assigned to a ************ repair ticket. Since upon addressing the cause of the outage usually results in full restoration of the service, it is done to make sure that multiple requests from multiple persons all affected by the same outage are not acted on which would tie up technicians unnecessarily. This was the case in this instance. A review of the service indicates that the customer,prior to this reply, canceled the service e and was provided an adjustment for the outage.
  
  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
  ************************** us why here...