Business Profile

Telephones

CenturyLink

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This business has 2 alerts

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

3,961 total complaints in the last 3 years.
1,525 complaints closed in the last 12 months.

If you've experienced an issue

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:05/13/2025
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.
In January 2025 ****** laid fiber in my neighborhood. In doing so they cut my DSL line from Centurylink. I opened a ticket with Centurylink in early February to get the my service repaired. The first ********** sent it to the cable group who closed out the ticket without fixing anything. I called back the next day to reopen the ticket, which was again closed without completing the work. The ********** also changed the information in their system to fraudulently show a fiber modem for my service instead of a DSL modem. They picked an active modem that was using an excessive amount of bandwidth so that when I called back to tech support they wouldn't send someone out because my service appeared to be working. Once I got that corrected back to my original modem (the one I have had for the last 6 years) they set up a new appointment to fix my issue but the date has been postponed for 2 weeks straight, each day it says I will get a ********** up until 5 when they push it to the next day. One of the times they tried to move the date of the next ********** to 1/26/26, and I had to spend more time contacting centurylink getting it moved back to April. This last line of tickets was opened around April 24th, and has still not been worked on or completed as of yesterday. So I called and got the ticket escalated yesterday, and the same thing happened today. Also the person in billing would not issue a refund for the days I have been without service because it shows I had service for part of that time due to the ********** fraudulently changing my modem information in their system to a device and type of service that isnt even available at my address. I am requesting Half of Jan, Feb, Mar, April, and so far half of may be refunded since I have had no service; and would also like to get my line fixed. At 40 dollars per month, and 4 months without service I am requesting $160 to my centurylink account.
Business Response
Date: 06/11/2025
To whom it may 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.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. We are currently working with the field in regards to the cable issue as they have experienced several delays. We have issued the necessary out-of-service credits to the account and will follow up with the customer as soon as there is more information to become available.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:05/13/2025
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.
Last year in ****** we were attempting to move our Internet with CenturyLink from one apartment to another. Century link informed us they could not install our Internet until JUNE ** were told a) the router we had worked and if it didnt the router would be free and B) the installation would be free. They came out to install the internet and we got one month of internet (June) and then our internet stopped working in July.. we called to try to resolve everything and they would not help so we just canceled our service with them. They are currently trying to charge us for Internet for ****** **** June and possibly July as well as a new router (which we told them to come collect and they didnt). ** are absolutely being charged for services not provided and I would like that fixed. ** spoke to multiple people at CenturyLink who assured us they would adjust the bill and they never did. I am happy to pay for services rendered but nothing else.
Business Response
Date: 06/10/2025
To whom it may 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.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. We have issued the necessary credits to cover the time frame of the customer request to disconnect till 9-12-24 which is the date the account was disconnected.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:05/12/2025
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.
Last June I subscribed to a fiber optic internet plan for $75 a month through Centurylink. This plan was a "Price for Life" plan where my bill would never increase as long as I kept the plan. I received a new billing statement where I was charged $80 per month, and that my bill would go to $85 a month next May. I called to speak with a representative and was told that Centurylink did not offer the "Price for Life" any longer and that if I wanted to keep the rate I would need to switch to Quantum, which I was told Centurylink had acquired. The new plan isn't guaranteed to stay at the same price. Centurylink is still the provider and I believe they should honor the agreement and keep my bill at the previous $75 per month.
Business Response
Date: 06/11/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by. Mr. ********************* review:

The customer is on a Simply Internet plan and has been from the start of their service. Price for Life plans were not available for the 940/940 speed the customer requested after October of 2019.

At this time, the customer should consider moving their services to the newer fiber internet provided by *************.They are now in a ************* area and, at some point, will have to migrate to the ************* service or find another carrier.

************* may offer Price for Life options for existing legacy CenturyLink customers. It is a newer in-home wireless technology and is superior to the service currently used.

I have reviewed the performance and how the services are used by the customer at their address and recommend the ************* 500/500 speed, as this newer Wi-Fi 6 service will outperform the current services and will be far more than neededeven the 200/200, if available at this location, will exceed the need currently in use.

The customer should not see any difference in any of the speeds Ive listed versus the 940/940 currently provisioned

CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.

Sincerely,

***** S
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:05/12/2025
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 with CenturyLink for 8 years and their service has been okay, and my issue is that the account my card was was being charged was closed, after they sent me an email I tried through text and email to make my payment and to enter my card number for auto pay, it accepted my card for payment but not for auto pay, I called them on May 2nd for 20 minutes with no resolution I called them on Wednesday May 7th four different times, was on the phone for over an hour was cut off twice and still they kept sending me the link and sending me emails but it wouldn't accept my card even though I had already made a payment with it, I was very disappointed with the service and the lack of being able to assist me, so in frustration I told him to cancel my account they said okay but my service would be good till June 2nd this was on May 7th, I reached out to them on May 8th twice for again ************************************************************************************************** frustration I said to cancel my service the lady said she would put the order through but again my service would be good till June 2nd, when I got up May 9th my service had been disconnected, I reached out to to them today May 11th tried to get the situation straightened out, I had had a change of heart and ask if they could turn my service back on, they said they would but would have to start a new service. And they could come out in 2 weeks on May 29th and give me a new modem send a technician out I have to wait from 8:00 to 5:00 and the cost is going to be $240, I've been with the company 8 years they didn't follow through on their word I believe I had two more weeks of service but now I have no internet service my cameras don't work my TV doesn't work, again they promised I had till June 2nd, I would just like my service restored if not back to normal, I tried to straighten that out today but they would have none of it it would only set me up again with new service. I hope this explains
Business Response
Date: 06/10/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** *****. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review, the customer was advised the account would be disconnected on June 3. There was a system issue that caused the account to be disconnected on May 7. The customer was charged for a mandatory technician installation of $149.00 that I have credited. Total credit $160.36

CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/13/2025

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:05/12/2025
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.
Been trying to c Cancel sense, April 29th a created a ticket on that day. And then they created another one on May 5th I contacted them again on May 12th. And they keep pushing me back saying that they're still an issue. And then it has not been resolved. They have taken money out of my account. When they said that they wouldn't do that. I had to go to my bank and upload documents for them to reverse the money. But yet they're going to keep charging me. And every time I ask for a supervisor to contact me 42 talk to a supervisor they refuse. I want refunded for my vacation status and my overdraft so a total of 160
Business Response
Date: 06/09/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Jackie Walker.

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 may have been experienced. We have verified the customers last payment has been refunded.

Sincerely,

Torren P
Customer Advocacy Group
CenturyLink
Customer Answer
Date: 06/09/2025

Complaint: 23319813

I am rejecting this response because: they caused my account to cause an overdraft and I have been trying to cancel since the end of March I believe. I sent over the text messages. They were suppose to contact me back to let me know that they cancel3d my account but NO THEY WERE GOING TO CHARGE ME AGAIN FOR ANOTHER MONTH. This is unacceptable for a business

Sincerely,

Jackie Walker
Business Response
Date: 06/27/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Jackie Walker.

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 may have been experienced. The account has been disconected along with a refund being issued. If the payment in question caused the consumers bank account to over draft. It is up the the bank instiatuion to refund that overdraft charge since the payment was refunded.

Sincerely,

Torren P
Customer Advocacy Group
CenturyLink
Initial Complaint
Date:05/12/2025
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.
Since April ******* my phone land line has not worked. I have called several times to get the issue resolved so I have phone service. They said it would be fixed by the 8th, then the 10th and then the 17th. Still to this date no service. It has been over 6 weeks. The phone number is ************.
Business Response
Date: 06/09/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******* G ******.

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 may have been experienced. We have verified the customer has placed a disconnection order.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:05/12/2025
Type:Billing 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 cancelled service with CenturyLink and they continue to auto-charge my credit card. I have made numerous phone calls to them and they cannot find any active account in my name or associated with my address, nor can they explain the charges.... yet they still continue to charge me. Three weeks ago they asked me to wait for two weeks to hear back from their resolution team. No one returned my call and just a few days ago they (yet again) charged my credit card for a service that I no longer have. I have filed a chargeback and have blocked centurylink from charging my credit card.
Business Response
Date: 06/09/2025
To whom it may 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.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. We have created an payment investigation #****** for payments $143.14 on 4/1/25 and $56.83 on 5/6/25. Please allow up to 30 days for research and resolution.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:05/11/2025
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 Name: Lumen (formerly CenturyLink) Location: *****, ** Complaint Summary: I cancelled my fiber internet service with Lumen because they completely failed to provide working service. The connection constantly dropped, jittered, and lagged from day one. Service started May 1st and ended May 12th only because they refused to cancel it on May 11th when I first called.I had four different technicians come out. Routers were swapped, settings changed, ports movedsame garbage results. I demanded escalation to a Tier 2 tech or a network engineer. Instead, they told me they dont have any engineers or Tier 2 support and said theyd just send a fifth tech like the last four werent already a waste of my time. They also said they had no idea who manages the fiber in my area. Seriously?Now they want $50 for service that never worked. Im not paying a dime for two weeks of unusable internet and failed support.Desired Outcome: Waive all final charges. Confirm in writing that no further billing will happen. Come get your junk equipmentI'm not returning it myself, and Im not being charged for it either. I cancelled because Lumen failed to deliver even basic internet access and wasted my time over and over. Thats on them.
Business Response
Date: 06/09/2025
To whom it may 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.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Unfortunately, as the account is no longer active, we are unable to issue any credits. Additionally, per our policy, the equipment must be returned. Please follow the return process outlined in your original service agreement to avoid potential fees.
We understand that this situation has been frustrating, and we appreciate your feedback. If you have any further questions regarding the return process, please let us know.

You may find instructions on how to return your modem by following the link. ***********************************************************

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 06/14/2025

Complaint: 23316214

I am rejecting this response because:
This response is unacceptable. I paid $50 for internet service that was never successfully delivereddespite giving the company every opportunity to fix the issue.

I had four separate technicians come out. They replaced the entire line to the house, swapped out the port at the box, and rewired everything from the exterior to the modem. Despite all of that, the service never worked. Every technician confirmed the problem was beyond their level and needed escalation, yet the company refused to take it further. Their only answer was to send a fifth technician, which was clearly a stall tactic.

I canceled only after the company made it clear they were unwilling or unable to fix the problem. Now they claim Im not entitled to a refund because I canceledignoring the fact that I canceled *because* they failed to provide the service I paid for.

On top of that, theyre demanding I return their equipment without providing a prepaid return label, and without acknowledging that I never received functioning service to begin with.

This cost me not just money, but also hours of wasted time coordinating appointments, troubleshooting, and being strung along by support with no resolution.

Im requesting a full refund of the $50.
Initial Complaint
Date:05/11/2025
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.
On December 9th 2024 an incident occurred where a truck ripped out communication lines and poles. Our agency lost all Inernet, fax, and our phone line. Thankfully our phone forwards to a cell phone so we can keep receiving phone calls. A contractor replaced the poles and lines but did not hook us back up to services. Starting on January 16th, 2025, we attempted to get a tech out to our fire station to resolve our issues. This appointment was delayed multiple times before we actually got a tech on site. On February 13th we actually got the tech on site to tell us what we already knew, we were not hooked back up at the pole. I was told by the tech at that time a ticket would be put in by him to get the contractor out and hook our services back up. This tech also stated that the contractor didn't hook our services back up because "it's an old box and they don't need it".I have attempted to get Centurylink out to get our services back up and have not been successful.This had drastically impacted our operations as we are having to use our cell phone as an internet hotspot to work at our station. 5 months without these services but yet we keep paying the bill to keep us for being turned into collections.
Business Response
Date: 06/09/2025
To whom it may 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.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. We do apologize as the service area along with the state have been severily affected by cable theft and vandalism. We are working on resolving these matters as soon as possible. Right now the repair ticket has been rescheduled for 6/18/25. Once we are able to restore service we will provide the necessary out-of-service credits.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 06/09/2025

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:05/11/2025
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 am being charged for items that I have returned. I was told by a Quantum representative when closing my account on March ********* to bring the wifi pods to a *** store using the ** code given to me by *******. I returned the pods to the ********* with the ** code on March 27 2025. I have attached the ********* receipt, and photos of the serial numbers to the pods returned. On May ********* I received an email from Quantum notifying me that they were withdrawing $320.35 from my bank account for unreturned pods.
Business Response
Date: 06/05/2025
To whom it may 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.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. We have verfied that the unreturned equipment fee has already been refunded.

Sincerely,

Torren P
Customer Advocacy Group
**********************

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