CenturyLink Reviews 1,933

* Prolonged automated instructions and sales to before getting a representative, almost 8 minutes.
* Service representatives do not fully listen to the customer's issues.
* You are on hold forever; mine was 42 minutes.
* They are short, abrupt, and rude at times.

I thought my price was locked in. I setup auto bill pay 14yrs ago. Every month paid on time for 14 yrs. After a local tax increase of 3c occurred (nobody told me) they stacked on late fees and penalties.

They assured me “there is nothing we can do” I tried to contact their customer retention group… “there’s nothing we can do”

Sad. Just give a rip about honest loyal customers. Their internet service was great. I begged to be a customer for 14 more years. Instead they get a bad review I guess. That’s all the power us little people have

They lied about saying my price was locked in and gradually increased my price while with them. They make it difficult to cancel service giving you the run around trying to talk to automated support. I’ll be switching to my local fiber provider for half the monthly fee

I ordered Internet service from Century Link in rural Colorado. I was told it would be a minimum of 40 mbps. Checking on my installation which was turning on a switch since I already was wired for service I found that it had not been turned on. At that time I found that I would only have 1.5 mbps. Dark age internet from the start. I was not notified about this. They would have turned it on and charged $25 for the service and then would of told me Sorry
Not very ethical!.

They lied when I signed up and stated that I was locking in my price as long as I was a customer. There of course was some fine print that stated otherwise and the person who signed me up for service was lying. My price has been jacked up over 20% so far and just keeps rising every year.

Also if you need to order service good luck with appointment scheduling. It's a complete trainwreck of a company.

I had really poor service from Centurylink for a while now. They always present a different phone number for my account so I’m not sure who’s internet I’m paying for. Their agents are incompetent and they’ve never got my bill correct. You cannot usually get a hold of a live person. It’s all AI communication. Their AI message states all you need to do is “Request Representative” and they will transfer you to a live person. This is a boldface lie and they always hang up on you. This is the worst internet company I’ve ever had. They agreed to cancel my service on March 1st, 2025. Then they just tried to charge me $195 for late charges after I’ve been paying Xfinity for 3 months of their active service.
Run away from Centurylink. I am taking them to small claims court. Unbelievable!

I made an appointment one month earlier to come and move my Internet box from one office to the other. The customer service rep said it would be a very quick and easy job. I was there for the entire window that they said they would come and the tech never came. I then received a text that they’re sorry, but they have to reschedule. When I called to reschedule, they told me the EARLIEST appointment was another six weeks out! Then they told me that this transfer was a two part process, part one being to turn off the Internet, and part two being to move it. They told me they did do part one, cutting off my Internet, which means I don’t have access to Internet for another six weeks. Again, they took no responsibility, and told me they had no earlier appointments. This is literally the worst customer service I have had from an Internet provider, they were of no help, and the wait time for an appointment that was canceled not by me, but by THEM is unprofessional and unacceptable. STAY FAR AWAY from this shady company.

The guys that came to install the cables for CentryLink did a piss poor job and didn't even hang the wire high enough, proceeded to break a fence and litter other peoples yards with branches they broke off. Promised me they would come back to fix, and they never did.

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!!