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

  601 W Main Ave Ste 200 Spokane, WA 99201-0635

• 

  CenturyLink

  1708 E Pike St Seattle, WA 98122

• 

  CenturyLink

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

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  CenturyLink

  400 Tijeras Ave NW Ste 510 Albuquerque, NM 87102

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:07/22/2022

  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 was approached on 6/23/22 about fiber internet service. A door-to-door salesman for centurylink offered me fiber internet service. He said centurylink had installed fiber in the area, and my house qualified. We spent about an hour signing up for the service and setting an installation appointment for 6/29/22. I received a call from a centurylink technician the morning of the 29th telling me that there was some issue with the installation and "some" part needed to be replaced, and they had no idea when that would happen or what it was that was supposed to be replaced. They couldn't give me any more information. I called centurylink customer service and asked about what was needing to be replaced/repaired, and they also couldn't give me any more information. They informed me that I wouldn't be charged until the installation, but I needed to keep my account open or "whatever part" that was supposed to be replaced would never get replaced. I received a text message from a technician about a 2 weeks later who informed me that they were still working on it but he had no idea what needed to happen or how long it would take. I received another text from another technician about a week ago stating that they were still trying to fix something and that tech did not know what it was they were fixing nor when it would take place. I called customer service today, 7/22/22, and spoke with *****, who was less than helpful. She said, "someone, somewhere, sometime, had to fix something," but no one knows what that thing is. She said I could not speak to a supervisor and I had to have a call back sometime in the next 24 hours. ----- I think this is a classic bait and switch scheme. They said the service was available, then it conveniently was not available, and not a single person in the entire organization knows what is wrong with it. I think service is not available, and centurylink is trying to "justify" building in the area, but they need people committed to the service first.

  Business Response

  Date: 08/20/2022

  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:
  
  Unfortunately,the issue that delayed the initial install date was not recognized until July 22nd and a specific ticket that has to do with the programming of the service for the order to complete had to be recreated. This was due to an unusual occurrence of order fall out. Once addressed, the order was rescheduled for July 27th, 2022, and the order completed as scheduled. Since the billing on pre-paid account starts on the date the installation order completes,there wasnt any charges taken for services that were not rendered. All simple prepaid accounts bill in advance for one month starting at the time of the initial service order completion and relative to payment made every month going forward for that next service period.
  
  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:07/22/2022

  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.

  Centurylink is reporting to a collection agency that I owe money to them for equipment and service. I have not used this company for service, they were unable to provide it at the time. I need to speak to someone. Every time I call I get transferred over and over and then hung up on. I cant believe they are allowed to do business this way.

  Business Response

  Date: 07/25/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  
  Upon review,
  I was advised by the customer the billing concerns had already been resolved. The customer confirmed the ******************** complaint should be closed as the customer had already withdrawn the complaint.  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconveniences that *** have been experienced.
  
  Sincerely,
  
  
  *********************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 07/25/2022

   
  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:07/22/2022

  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 12 I called and spoke to a representative regarding starting service. She assured me I could get the 940 mbps and get it installed. I was annoyed it would take a week, but whatever. She said it would be shipped to my house. I assumed they had some new setup or something that didnt require a technician since I wasnt even given that option. Install day 7/22. I get the equipment and have no way to install it. I call and they say it will now be a $99 fee and another 2 weeks. They send me a new info sheet. Speed of 3mbps. I thought I had ordered 940mpbs. Thats a huge difference. I probably couldnt even watch ******* with 3. Ridiculous. I ask to at least waive the fee for all my trouble. She says no. Transfers me to cancellation and they immediately hang up after they say hello.

  Business Response

  Date: 08/18/2022

  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 canceled the new service order mentioned in the complaint. The customer disagreed with a related inside wiring phone **** charge required for service to work at the home.

  
  I confirm the inside wiring charge is valid,the customer was advised a phone **** is required for internet service to work properly. I left the customer a voice message with my contact number for any further questions or concerns related to this complaint.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  
  

• Initial Complaint

  Date:07/22/2022

  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.

  11/09/2020 RX# ******** 3 Noise on line 11/10 technician drove in drive then left phone not repaired 11/11 Noise problem fixed 11/12 Noise problem returned 12/11/2020 Lost phone service.. No sound On line test says nothing wrong? No phone for one week.Requested credit.....next statement showed no credit 12/14 Took Survey... Does anybody read these?5/27/22021 Service ticket # ******* spoke with ****. All phones have static 3days Internal to *****/Supervisor ********* **. No possible repair until 6/02/2021 Service arrived, "He could not fix problem" ...Angry.. yelled at my son...threw wrench in truck and drove away.He cancelled ticket # ******* I created a new ticket # *******. You ask for my phone number, and nobody calls back??? Why Online "Chat" button does not work. This is not a faster service.. False Advertisement.8/07/2021 ************* out again Blue Chat button does not work 12/01/2021 Noise on the line again.. 12/14/2021 Spoke with **** to give 30 day credit. No Credit was ever issued.Case# ******** Submitting report to escalate for Operations Team. Never has any person contacted me locally about these repeated problems.Crystal Clear. Security. No Reliability Not a low monthly price.. All False Statements Finally, learned all my technical problems are not at my home but at the *****************************************, at *************************************************. It leaks during rain????? I am paying for this service.7/22/2022 All this being written in 1 hour while holding on a phone line. Listening to the repeated message about your Quality ServiceWaiting on a representative. I have also pressed the Online Chat Button.. Which still does not work ******************* False Claims. They are not improving to the quality of my world. All they care about is me paying my bill.

  Business Response

  Date: 08/21/2022

  CenturyLink has completed a review of the complaint filed by ****************************
  
  CenturyLink records indicate that it previously received and investigated this dispute in response to a complaint filed with the CenturyLink ************ team. A repair ticket was submitted and completed on 8/15/22. Credit was applied to the account on 7/31/22. At this time, no other issues have been reported. 
  
  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:07/22/2022

  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.

  Paying for services not rendered . Maybe these people should not be in business and or let another company in hat can provide good service to the area since they have a monopoly on the area .

  Business Response

  Date: 08/21/2022

  CenturyLink has completed a review of the complaint filed by ************************
  
  Per the complaint received: Paying for services not 
  rendered. Maybe these people should not be in business and or let another company in that can provide good service to the area since they have a monopoly on the area.
  
  In a review of the account associated with this complaint, there have been several repair calls logged regarding internet issues. A repair ticket was submitted and completed on 8/12/22 in which the technician replaced a defective NID (Network Interface Device) splitter. ********************** has reached out to the customer to ensure that the service issue has been addressed and resolved but at this time no response has been received and no new issues reported. 
  
  CenturyLink records indicate the current bandwidth usage is near or at the purchased speeds threshold. At this time, the customer has the fastest speed available for their area. Therefore, I am hoping any connectivity issues have been resolved. Unfortunately, at this time, there are no plans to upgrade this area to offer faster service. I would like to provide the customer with some information regarding what could affect the internet experience.
  
  The internet speed is determined by the distance from the switch, the transmission type (copper vs. fiber), and other factors. We are constantly trying to improve our infrastructure and bandwidth speeds. If faster speed is available in the future, the customer will be notified via mail.
  
  Please keep in mind, that the available internet speed is listed as up to a specific speed. Also, the 10MB internet speed connection is shared between all devices utilizing the internet connection in the home. Therefore, the more devices accessing/and or connected to the internet at the same time, the less of the shared 10MB bandwidth each device has. ********************** records indicate the customer currently has 5 devices (4 ********************** currently connected)
  
  Service is provided on a per-line basis, and the actual throughput speed of your service depends on several factors such as internet traffic and congestion or bandwidth, the distance of your location from certain CenturyLink data equipment, viruses or spyware, server speed of the Web sites you connect to, traffic and congestion on your home network or corporate LAN, and Windows PC settings. In addition to the factors listed above, any wireless throughput in the home will vary due to other factors such as the Wi-Fi device used, environmental conditions, the number of devices connected via the wireless signal, and the distance between the Wi-Fi device and the receiving device (e.g. laptop, computer, tablet, mobile phone, etc.). The device receiving the throughput can also impact the throughput by the configuration of hardware (e.g. operating system, processor, memory, etc.). Additional information regarding wireless networking is available at https://www.centurylink.com/home/help/internet/wireless.html
  
  More information can be found on the following link: https://www.centurylink.com/home/help/internet/wireless/troubleshooting-slow-wireless-speeds.html. 
  
  The customer is advised to report any future issues with the service to CenturyLinks internet help desk ***************) 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:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet has been out for at least a week. Was on the phone, on hold, on chat an actively discussing with agents today for a cumulative THREE HOURS. What was resolved? Someone said they could come out in FIVE DAYS to look at my Internet connection. I rely on the internet for work, not to mention all locks, cameras etc are hooked up to internet. To be offline for almost 2 weeks? UNACCEPTABLE. Get it fixed!!!!! Oh my god. Not to mention lost revenue. And the day they want to fix it I have appointments I will now have to cancel!!! This is absurd and unprofessional.

  Business Response

  Date: 08/18/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review,
  
  Our records indicate the customer reported service trouble on July 21, 2022. The customers internet service trouble was isolated by a CenturyLink technician on July 26, 2022. The technician documented the service trouble was beyond our network, inside home wiring trouble was determined. The customer was billed for a valid trip charge for the repair.

  
  I verified the customer was given a refund credit for $32.50 inconsideration to the repair interval.Our back office investigated the customers billing concerns regarding the repair charge. It was determined the charges were valid and sustained.

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

• Initial Complaint

  Date:07/21/2022

  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.

  My parents have had CenturyLink landline for 22 years and the last 3 to 4 years their phone has worked maybe 50% of the time. We have had technicians out multiple times and it still is intermittent. Today a tech was supposed to come out I needed to show up. They have been taking my parents money for years and my parents aren't getting any service from them. If they cannot provide the service they need to tell them and I believe they should refund them for the amount of time their phone has not worked. Their phone number is **********. Their address is ****************************************************.

  Business Response

  Date: 08/19/2022

  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:
  
  A request for specific information regarding account authorized parties was sent to the complainant. A response to that email was not received. It is a matter of rule that the correct information be provided and when verified, then and only then can an account be accessed, and assistance provided by someone other than the actual account holder. This is in accordance with FCC regulations regarding CPNI (Customer Proprietary Network Information)
  
  The complainant has the email and can reply accordingly if further assistance is needed.
  
  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:07/21/2022

  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 have been without internet over 2 weeks due to a storm and lightning hitting my internet. I explained that I work from home and could someone please come out sooner. They told me no. That was the 1st available appt. My repair was scheduled for July 21 (over 2 weeks) but the technician never showed up. When I called centurylink they told me they could not find a repair ticket. I received texts and email with the repair schedule and repair ticket. But, still no one showed up and no one could help me when I called to find out why telling me my repair had been canceled but could not give me a reason why it was canceled. This is the 2nd time this has happened to me. Unfortunately, centurylink is my only option. I would love to speak with a supervisor but of course no one can ever get me to a supervisor or I get disconnected. I was on hold over 30 min while someone checked to see where my technician was but then never came back to the phone. So, I am still without internet and no rescheduled appt for repair.

  Business Response

  Date: 08/19/2022

  
  CenturyLink has completed a review of the complaint filed by ************************** regarding a recent internet outage caused by a storm.
  
  Per the complaint received: I have been without internet over 2 weeks due to a storm and lightning hitting my internet. I explained that I work from home and could someone please come out sooner. They told me no. That was the 1st available appt. My repair was scheduled for July 21 (over 2 weeks) but the technician never showed up. When I called CenturyLink they told me they could not find a repair ticket. I received texts and email with the repair schedule and repair ticket. But, still no one showed up and no one could help me when I called to find out why telling me my repair had been canceled but could not give me a reason why it was canceled. This is the 2nd time this has happened to me. Unfortunately, CenturyLink is my only option. I would love to speak with a supervisor but of course, no one can ever get me to a supervisor or I get disconnected. I was on hold over 30 min while someone checked to see where my technician was but then never came back to the phone. So, I am still without internet and no rescheduled appt for repair.
  
  In a review of the account associated with this complaint, a repair ticket was submitted on 7/6/22 for no DSL sync with a repair due date of 7/21/22. It has been determined that the original ticket was canceled and rescheduled for 7/22/22. At this time, it is undetermined why the original ticket was canceled. The technician indicated lightning blew the drop open and damaged the port in the switch. Repairs were made and the service was restored as confirmed by the customer. 
  
  Out-of-service credit has been issued for the time frame of 7/6/22 to 7/22/22. 
  
  Regarding the long wait times, unfortunately, 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.
  
  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 *********************************** **********************
  
  

  Customer Answer

  Date: 08/19/2022

   
  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:07/21/2022

  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.

  Phone doesn't work and they won't send anyone to look at it for a week. I tried to just cancel since it doesn't work anyway and just got the bureaucratic run-a-round. The phone quit after a storm and Century link is trying to tell me the problem is in the house and they will charge to fix it. The problem is NOT in the house it acts like their switch is stuck.

  Business Response

  Date: 08/18/2022

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

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17600933
  
  I am rejecting this response because:

  The phone was not repaired until August, 13th and a credit for the down time has not been issued.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/26/2022

  A credit for the amount of $37.10 was applied to the customer's account on August 25, 2022. 

   

  JJ 

  CenturyLink Customer Advocacy Group 

  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:07/21/2022

  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.

  07/18/2022-07/21/2022 I paid CenturyLink $80 on 07/18/2022 to start internet services and to pay for the leasing and installation of a modem. CenturyLinks modem repeatedly failed to connect to the internet to give us service upon our installation.On 7/21/2022, after spending hours on the phone, they repeatedly failed to resolve the issue. While on the phone we were told that we apparently subscribed to Quantum Fiber even though we only subscribed to CenturyLink through their website and never received any indication that Quantum Fiber was going to be involved. We were never able to get ahold of a CenturyLink representative that could schedule a technician to come help install the equipment or help figure out what the issue is. While on the phone we were repeatedly transferred between CenturyLink and Quantum Fiber, and both companies told us that they could not help us. After reaching no resolution we ultimately cancelled our service and requested to be refunded the amount we paid for the service since we were never able to utilize it and once again were sent on a wild goose chase between both companies and were told that they do not have access to our account from either side. Both companies are very deceiving and misleading in how they advertise. I have mailed the equipment I received back to CenturyLink to uphold the end of the cancellation agreement and would like a full refund for what I was charged by CenturyLink/Quantum Fiber.All consumers should use extreme caution before proceeding to entering an agreement with either company as I was completely blindsided and mislead.

  Business Response

  Date: 08/19/2022

  CenturyLink has completed a review of the complaint filed by ***************************** requesting a refund of CenturyLink services she stated were never installed. 
  
  Per the complaint received: 07/18/2022-07/21/2022, I paid CenturyLink $80 on 07/18/2022 to start internet services and to pay for the leasing and installation of a modem. CenturyLinks modem repeatedly failed to connect to the internet to give us service upon our installation. On 7/21/2022, after spending hours on the phone, they repeatedly failed to resolve the issue. While on the phone we were told that we apparently subscribed to Quantum Fiber even though we only subscribed to CenturyLink through their website and never received any indication that Quantum Fiber was going to be involved. We were never able to get ahold of a CenturyLink representative that could schedule a technician to come help install the equipment or help figure out what the issue is. While on the phone we were repeatedly transferred between CenturyLink and Quantum Fiber, and both companies told us that they could not help us. After reaching no resolution we ultimately cancelled our service and requested to be refunded the amount we paid for the service since we were never able to utilize it and once again were sent on a wild goose chase between both companies and were told that they do not have access to our account from either side. Both companies are very deceiving and misleading in how they advertise. I have mailed the equipment I received back to CenturyLink to uphold the end of the cancellation agreement and would like a full refund for what I was charged by CenturyLink/Quantum Fiber. All consumers should use extreme caution before proceeding to entering an agreement with either company as I was completely blindsided and mislead.
  
  In a review of the account associated with this complaint, a prepaid account was established on 7/18/22 for new internet service. Records indicate the installation was completed on 7/20/22 however per the customer's complaint, the service was not operational and she was unable to receive any assistance. CenturyLink apologizes that this matter was not handled properly and for the negative customer experience the customer received trying to resolve this matter. Records indicate the account has been disconnected as requested and a full refund issued back to the customer. 
  
  If the customer wishes to sign up for the internet again, please visit Q.com for fiber options in their area. Records indicate this is a Quantum Fiber enabled area.
  
  CenturyLink strives to provide our customers with the best experience possible I apologize that you did not receive such service. We are constantly searching for ways to improve how we can better serve the customer in all areas. We apologize for any inconvenience and frustration this matter has caused you and look forward to hopefully serving your Internet needs in the future. 
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************