CenturyLink Reviews 

Century forced me to go from their services to Quantum Fiber. I paid them both in the month of August 2024. Quantum made the switch on August 22, 2024. Century link kept billing me and billing me and billing me- the bill was over $530. I kept calling and chatting and calling and chatting calling and chatting. And today I went in to see if the account had been cleared and I owed $21.90. It took 10 MONTHS for Century to rectify the mess and I ended up owing. Disgusting. I will never use Century or any of their affiliates. I am dumping Quantum and I going to tell them why I am dumping them. Not only is the service just okay it costs more and the transfer of service is not just Century it is Quantum. I am going to post liberally on every social platform to NEVER use Century or Quantum. What a complete waste of my time and energy to spend 10 MONTHS fixing a bill that was screwed up by Century. No apology, no hey sorry for the mess, no we are clearing the bill for the $21.90. NOT A DAMN EMAIL OR LETTER OF HEY WE SCREWED UP MAJORLY.

The actual internet service through CenturyLink/Lumen has been excellent. But customer service is perhaps the worst I have experienced. I have not been able to get through to Live Chat on the website, the email process is unclear and the person I spoke to in India who used my name in every sentence, while very polite, gave me nothing but gobbledygook. Example: The promotion of same price for life has increased because of cost increases.” What??!? And while polite, their heavily- accented English was nearly impossible to understand. Why do companies keep using customer service reps from other countries? I know, lower costs.

Scouring their website I found this regarding price a recent price increase:
Will I see an increase in my CenturyLink internet monthly recurring charges if I have a current Price for Life promotion?
No, this increase does not apply if you currently have the Price for Life promotion.

Immediately followed by

Will I see an increase in my CenturyLink internet monthly recurring charge if I currently receive a Lifeline monthly discount?
Yes, this increase applies if you are currently enrolled in and receiving this discount; however, this discount will still be applied to the new monthly recurring charges.

This is the plan I signed up for yet no discount is reflected on my bill. My bill has increased nearly $18 in two years. Not earth-shattering but plan not honored nevertheless.
I am looking at alternatives based on this situation.

This horrible company drops service all the time, takes 20 minutes of obnoxious prompts to get ahold of a customer service rep, and takes days to come fix a problem. They found a cut line after two techs had to come out to “confirm”. The first one took two weeks and then he told me another would have to come 3 days later. When he finally did show up he sat in my parking lot for over and hour before I got a text saying my tech had arrived, it then took him two more hours to decide, yes the line was in fact cut by the construction workers up the street which I had myself pointed out to the first tech. Now after taking several days off of work because I had to be home by threat of charging me if I wasn’t, they need a third technician to come fix it who should be “out in a couple of days”. Meanwhile they could not offer me a discount on services for the loss in work hours, driving back and forth, and no service for going on three weeks now. HORRIBLE COMPANY

They are not even BBB accredited. A late charge every month but when you cut off service after talking to customer service that lied and said the late fees were removed were not then extra charges are also included. If you don't pay what they tell you they will ruin your credit.

The only reason I stay with this company is cause I do get really fast internet. Faster than anyone else's offers, but It was price for life, until I wasn't. They have been hiking up their prices every other month or so for this little thing and that little thing for the past year. from 65.00 price for life - to about 80.00 now.. They are able to do it because of "regulation fees".
If they offer you price for life, Just know - it doesn't mean YOUR life. it means, well I don't know what it means. They don't either.

They didn't show up for the installation appointment. Then they lied to my face saying that they came but we weren't at home which was not true. Then they changed their statement saying that technicians were too busy to complete all the installations. And the next available appointment was 2 weeks later. I asked them if they were gonna compensate for my mobile data usage or hotspot rental but I am sure you could have guessed the answer to that.
I would stay away from such an irresponsible and unprofessional company.
But I would like to point out that all the customer representatives were so kind. I am sure they feel miserable for working that company.

Century Link does not provide access to corporate headquarters, which suggests that it does not want to interact with unsatisfied customers.

A few new companies are bringing Wi-Fi to my city. Unfortunately, Century Link has failed many customers.

Furthermore, for me to take the time here to submit my review means that I have been deeply disappointed with this company.

I had three calls, and two disconnects occurred while I was transferred to a supervisor after a long hold.

Moreover, each entry-level associate gave a different explanation to the same question. I became exhausted, explaining my situation over and over again.

I called about two issues. The first was a bill payment that cleared on 4-10-2025 but shows that I still owe the bill. The second is that my account login page shows no history of this account, even though I have had it for two years.

Each Supervisor stated that they could do nothing and that it was not their department but would transfer me.

Over the many calls, my mouth literally locked up out of frustration, and I kept repeating the same issue to various people.

Calls:
1) 45:33- transferred and disconnected
2) 25:36- transferred and disconnected
3) 47:17
= 117.86 minutes

We have not had our landline working since the last week in March 2025. This is now April 15th. They keep telling us we will get hooked back up but zilch. They have given us a certain date and then they contact us and give us a later date. Never has this happened before. Very disturbing. I gave 1 star because I had to. Should be 0....update: They tell us not until the 20th now. 😤

Later different wifi Shopping

I have been a customer since this company was Mountain Bell.
On April 9, 2025, the internet and landline services were down for my neighborhood. When the technician came over, my phone line was inaudible due to the noise and the internet was dropping in and out.

The technician came into my home and broke my Paradigm speaker (monitor) cover. I wish I could post a picture of the inside grill of the speaker cover. Paradigm speakers are high end, expensive speakers.

I called CenturyLink, aka Quantum, owned by Lumen, and they refused to replace my expensive speaker cover.

It's difficult to eventually speak to a human, especially with an American accent. CenturyLink's computer telephone prompts are self-serving (for the company). The prompts send you into an infinite circle.

I had to wait another entire day for my internet and phone to be repaired. So, two days were wasted waiting for internet and telephone repair, plus expensive property damage was incurred.

CenturyLink, aka Quantum, owned by Lumen, does not care about their customers. Customer service is horrendous, and the internet and landline service are terrible.

My cell phone reception is bad in my neighborhood. That's the only reason I keep a landline. I'm researching cell phone signal boosters so I can drop the landline and switch to a more reliable internet service.

My line was cut during road construction 6 days ago. Both I and Blue Stake have contacted Centurylink who has technicians maybe 2 miles away. However, Centurylink cannot be bothered to repair the cut line prior to repaving the road in 2 days. Yet, they continue to bill me and to accept taxes, and federal funding for my account. Based on my past experience, it will likely be 60 days or more until it gets fixed. It took over 10 years for me to even get them to install the line as previously they had me spliced into 2 different neighbors' lines. All the other utilities such as Cox that ran into issues came out and fixed their lines in less than 48 hours. Not Centurylink. Don't get Internet or anything else from this company. They are foreign owned and don't care about customers.
It is 6 days later and the construction crew has visited my home because they are both concerned and confused by this issue. Apparently, Century Link has told them that my line was repaired a few days ago. However, they can see the severed line laying in the street. So, I confirmed that Century Link was lying and that no work had been done. Just when I thought a company couldn't get worse, Century Link proved me wrong. At least they are consistent. They treat the construction folks with the same contempt as their customers.

This company is horrible. Tried to port a line over. On the 10th day they said our number has been disconnected and will have to open another account at a cost of $100 to us. Claimed that it was our fault that we called in too much and confused the staff. Do not use this company!!

I would recommend any service but this one. We have this service internet at our cabin because first of all it was the only choice we had, I have been paying now for 4 months with no internet. When they check it on there end they say we have no problems but this is not the case. I have missed work and pay to meet them and they did not come up as agreed. I have called them to set up repair multiple times, which they messed up on 3 different times. I cannot be at my cabin all the time because I don't live there. I explained this multiple times. They want to trouble shoot with my there but if I don't have a signal then I cannot speak with them on the phone to trouble shoot. I explained this multiple times, and they are still unwilling to come to the cabin to see why we have no internet. I have been using them for the last 1-2 years but the last 4 months this has gone on back and forth. They have no problem taking my money but can't seen to help fix the problem. I was willing to pay if needed but they still did not come up to check our internet. I decided to cancel and now they won't take my phone calls and they won't let me do this on line, so they aren't letting me cancel my service. They are the worst. I finally had to block my card and replace it so they can't keep taking my money with NO SERVICE.

Centurylink is a horrible company in a time when many companies are horrible centurylink is probably the worst. You cannot sign in to your account on the website, you cannot contact customer service, when you request information it never comes and if by some miracle you can contact them they say it's not their problem. Seriously, I have no idea how this shit show of a company is still around.

I have a new internet provider, and when I called to cancel my CenturyLink internet, they said they could not cancel my service with them, that it would take two to three weeks. Meanwhile, I am now being billed by both companies. And the "customer service" person just kept repeating herself based on the company script rather than responding to my simple questions. No effort whatsoever to help or explain why it was going to take so long, and also blaming my new provider.

Horrible service all around! Constant outages, horrible customer service, shady business! I've been without service for 9 and it's a fight to get any credit for days of lost service. I had to miss a day of work to be home AGAIN to deal with this horrible service! Save yourself the headache and go with another service!

I did not have home landline service from June 1 - July 2 due to non-stop rain. I was informed that a tech would come, 2 or 3 times every week for the entire month. I'm a semi-retired, senior citizen, sole proprietor doctor and adjusted my patient schedule each time, to be home, as instructed and the tech did not show up due to "many outages in my area due to rain". This wasted my time, caused me to lose income and I was unable to file my patient medical claims because there were a few days that my internet was also out. My service was finally fixed on July 2. I adjusted my own bill, deducting June when I was billed for it. I've had prompt payments, for years, before the June incident and made prompt monthly payments for July, Aug, Sept, Nov, Dec after the June incident. I was billed for late fees for the month of June's non-service, even though I continued to pay monthly, afterwards, after my self-adjustment. I have excellent credit. I have been a customer for almost 50 yrs, since it was Northwestern Bell. The Reps are not well trained and a bit rude and even gave me incorrect info while discussing my billing. The first Rep, Roxannie hung up on me, even though I was polite. She obviously did not want to deal with the complexity of my issue. I waited about 1/2 hour, hoping she'd call back, in case it was a disconnect. She didn't. So, I called, again and had to repeat my story a 2nd time. This was on 12/10. Another incompetent Rep named Adeline. Frustrated, I asked for the supervisor. Was told that the supervisor was busy & would call me back. I was not called back for 2-1/2 days as I patiently waited. (I'd informed Adeline that I will work my way up the command chain until I get this resolved.) Then I got a disconnect notice, due to unpaid late fees, even though I've paid for service that I'd actually used. All I was requesting was that the accumulating late fees be removed, due to what happened in June with my self-adjustment. Then, got notice that my service was going to be disconnected due to late fees for a month that I didn't even have service. I kept all the email notices of when a tech was to arrive and all the emails, apologizing that they were unable to come and all the reschedulings. There were 11 no shows for which I stayed home. A quick tech visit at the 6th rescheduling. Then, nothing after that. I had called about all the no-shows & was told that my situation would be escalated. It wasn't. There were more no-shows and email apologies & rescheduling. 12 tech appts, total. I don't blame the techs. My whole area was out of service, I was told. But, because of all of the inconvenience, I feel that the late fees should be removed for the month that I did not have service, which I had self-adjusted. Crappy customer service and lack of understanding for a situation that was not my fault. I also have transcript of one+ hours worth of virtual chat with rep- Tamanna V. and then, supervisor Sunil K. on 12/13/24 before I gave up trying to resolve this issue and prepared to contact the CEO, Kate Johnson. Also, without the landline for 32 days, my house was without the protection of my security system/cameras. (My service was a bundled business and home landlines and internet for last 20 yrs. I got rid of the business landline in 2023 after tolerating outages on that line due to rains & wet snows off & on for 8 years, interfering with my patients' communications numerous times.) I didn't want to leave Century Link after half century of relationship, but Century Link does not value loyalty. Now, they are sending collection emails for payment of $450+ of late fees, upon unpaid late fees for that June 2024 bill that I didn't even have service for over a month! They are ruining my excellent credit rating. There have even been TV news clips of others in the area who experienced the same thing during that time. Class Action Suit, anyone?

Repeated complaint re no dial tone and bad static. Joanne created a ticket with appt. for all day, 3/22 8 to 5. Access with 18 year old responsible person available. This problem has been going on for years. Corporate Communications had it repaired about a year ago. This report took 37 + minutes with a $99 charge for no access. This is an outside plant issue. This has been a terrible customer contact after dealing with Verizon in NY.

⭐ Unacceptable Service – Phones Down for 6 Days

Our business, a child and family therapy center, has been without incoming phone service for six days due to CenturyLink’s incompetence. We recently switched from one phone line to two, and the day after, we stopped receiving calls. Despite daily calls to customer support, we were repeatedly told that the issue was "processing" and would be resolved by the next day. That promise was made every single day, yet nothing was fixed.

We were assured a technician would come on Tuesday, but when we followed up, we were told there was an issue with the ticket, and the appointment was rescheduled for Wednesday—without any notification. As of writing this, we are still waiting for a resolution. This outage has caused significant financial loss, missed client appointments, and frustration for families who rely on us.

CenturyLink has provided the worst customer service experience we've ever had. The lack of urgency, accountability, and communication is completely unacceptable. I would never recommend this company to anyone. If reliability and customer support matter to you, stay far away.

Terrible service, terrible customer service and they keep adding a new fee each month. I switched to Verizon and am much happier.