CenturyLink Customer Service Issues

Yesterday, Brad, a repair technician, came to resolve static issues. Despite trying his best, he needed to access the inside of the house. Unfortunately, neither my husband, who was at home, nor I received any updates during his visit. When I returned in the evening, the phone had no dial tone. After calling, a return repair was scheduled for today. Disappointingly, once again, there is no dial tone now. I hope to have this issue fixed on my day off on Tuesday, 5/8/18, preferably in the afternoon. It's frustrating to experience such poor service. I recall being informed by a Qwest repair supervisor during the initial phone setup that I have line coverage in my plan at no extra cost. I had not changed my plan since then. My husband mentioned that the technician spoke to someone using our home phone.

I reached out to Century Link for help in blocking a local nuisance caller. They instructed me to press Star and then 60, but despite following the steps precisely, the caller continued to bother me after hanging up. When I tried the process again, I was told the number was already blocked, yet the nuisance calls persisted. What frustrates me further is the difficulty in reaching a live representative at Century Link; the automated system is exasperating. Unless there are improvements soon, I might consider switching providers. Rudy Burd

My bill is due tomorrow, and I was surprised by the significantly higher amount compared to previous bills. I noticed a usage charge of $83.73, which I find confusing and concerning. If these charges continue, I may have to consider switching to another company. This issue is frustrating, especially following a recent incident involving my Centurylink home phone line. Due to a problem, calls were mistakenly made to [redacted] while I was not at home, resulting in a visit from six police cars. The situation was eventually resolved by the Centurylink repair team, but the unexpected police visit led to damages my niece, as my landlady, had to deal with. While compensating for the door repairs would be appreciated, the recurring usage charges remain a pressing concern. I urgently need a resolution to this situation as I cannot afford these unexpected costs. Your prompt attention to this matter is appreciated.

The phone at my grandfather's house only allows outgoing calls, not incoming ones. Surprisingly, despite his passing four months ago, a [redacted] call was made from there, prompting a visit from the local sheriff. My aunt and I are at the property assisting with cleanup. The sheriff suggested contacting centurylink. However, navigating their automated phone system is frustrating as there is no option to speak with a live person. Additionally, we are struggling to transfer my deceased grandfather's account to my uncle as power of attorney since all forms require his signature, which is impossible. Dealing with these issues has been extremely exasperating. Our desired resolution is to have the phone repaired for incoming calls and to successfully transfer the account to the power of attorney.

I recently moved to a new address and had issues transferring my service. After scheduling an appointment for the service rep to come, they never showed up. Upon contacting customer service, I discovered my service was actually cancelled, not transferred. After a mix-up, a kind representative reinstated my account and rescheduled another service appointment. However, when the rep finally arrived, they informed me the internet speed in my area is very slow, and my service was actually active but just needed to be plugged in. I ended up waiting two weeks without internet unnecessarily. Given the confusion and inconvenience, I believe it would be reasonable to waive my last bill, especially considering I was paying for a service I couldn't even use. I had difficulty paying the bill on time due to the lack of internet access. Please let me know if you need more information.

I have a static IP address of [redacted].[redacted].88.[redacted] and requested a reverse DNS record (PTR record) to point it to mail.mangiantini.com. Despite being informed it would take 3-4 hours, the command "dig -x [redacted].[redacted].88.[redacted]" does not return the correct result. This is the second time I've made this request. I must keep the current DNS for mail.mangiantini.com until the new PTR record is active for the mail server's relocation. This change should be straightforward, and I would appreciate prompt resolution. If needed, please contact me at [redacted].

I'm experiencing issues with my phone line as there is no dial tone. Upon inspection, I found a short in the protector module located on the exterior of my house. Interestingly, the TV and internet services are functioning well using the second protector module. To troubleshoot, I disconnected all the IO wires from the module and tested the line, which indicated an off-hook phone response. After checking all IO wires for shorts and finding none, I isolated the issue to the protector module itself, which has a short. It seems like the TII protector module will need to be replaced to restore my phone service.

Yesterday, Derek from CenturyLink came to our house and successfully repaired our phone and internet service. He was both helpful and knowledgeable throughout the process. Derek diagnosed and resolved the issue to our satisfaction. However, the socket where the short circuit occurred is currently exposed due to ongoing drywall repairs following flash flooding in Des Moines, Iowa, on June 30th. The drywall repair person still needs to cover the socket with a plate, and I am concerned that they may inadvertently cause damage to the circuit Derek fixed. I worry that exposed wires may pose a safety hazard for children and pets in the basement. How should I proceed to ensure the repairs are done safely without causing any further issues? Thank you.

I have been receiving $20 monthly loyalty discounts and a $10 promotional discount, which are set to expire in August. During my recent call to CenturyLink, the original agent I spoke with initially denied these discounts. However, after being transferred to a supervisor, the discounts were granted, and I was advised to request a supervisor for any future inquiries. Today, when I requested to speak to a supervisor, the agent did not allow it and refused to apply any loyalty discounts. I am concerned about this change in policy and the treatment of valued customers by CenturyLink. As a retiree on a fixed income, this situation is troubling. Thank you, Darrel M.

I spoke with a supervisor on June 25, [redacted] regarding a past due amount that is supposed to be credited after being frozen (Reference # [redacted]1). However, I recently received a notice stating my service will be disconnected if the amount is not paid by July 20th. I experienced challenges reaching out to CenturyLink for assistance. Despite being on hold for over 30 minutes, my call got disconnected twice. Additionally, I encountered errors when trying to email them and faced issues with the chat feature. In my attempts to clarify the situation, I was met with misunderstandings from agents, resulting in unproductive chats. I am uncertain about when the past due amount will be credited and why I am still receiving disconnection notices.

I have been a customer for over 23 years, and this is my second time experiencing poor tech support. About a year ago, I had a similar issue resolved after struggling for weeks. Recently, I cancelled one of my accounts, and the emails stopped coming through to my remaining account. After multiple frustrating calls to customer service lasting hours, I was informed by a representative named Christian that I could only have one email account, despite being told otherwise previously. The lack of consistency and helpfulness has left me disappointed. I attempted to clarify the email account situation with another representative who eventually suggested setting up fake emails. This experience has made me consider seeking internet service elsewhere despite my long history with CenturyLink. It seems like they may have outsourced their tech support, which has led to confusion and dissatisfaction among loyal customers like me.

I have been a customer for over 23 years, and this is now the second time tech support has been horrendous. About a year ago, I had a problem that took weeks to resolve, but finally, after the tech visited, things got fixed. Recently, I canceled one of my accounts, and since then, the emails from that account stopped coming to my open account #[redacted]90. I called for help on August 6th at 9:51 through [redacted] and then [redacted], where I spoke to Christian, who helped me realize that the canceled account caused the email issue. Christian and I managed to close some emails to make room for others, but the next person I spoke to said I could only have one email, which was contradictory. After several calls and contradictory responses, I am extremely frustrated with the lack of consistency and customer service I have experienced, and I am considering looking for a new internet service provider.

My home service remains unresolved. Located at the end of a SLC-96 pair gain device, maintenance is infrequent, and failures occur frequently. Repair staff often lack knowledge about SLCs and provide a delayed 3-day resolution. With [redacted] lines down across 2 systems, the repair time scheduled for [redacted] on Saturday seems inadequate, possibly due to a recurrent power supply issue that has already caused a day-long outage. Contact me at [redacted] or via email at [redacted] to engage with a more knowledgeable second-level repair technician for the area. As a retired CL employee, I may offer assistance. - Jim

I am disappointed in my recent experience with a CenturyLink customer service representative named Britney from the financial department. She displayed a lack of compassion, skills, and understanding, acting inappropriately by asserting her superiority. I felt ignored and disrespected throughout our interaction, eventually catching her in a lie. This encounter has left me with a desire to switch providers as soon as I am able to do so. I urge others to exercise caution when considering CenturyLink as their service provider, as they seem to prioritize sales over delivering on their promises. It is clear to me that the company's leadership may also be lacking in integrity. Providing quality service is vital for any business to thrive, and it is concerning to witness such behavior from a well-known company. I hope for positive changes within CenturyLink in the future to avoid further customer dissatisfaction.

I tried twice to explain my bill but didn't make progress with the operator. The conversation was becoming tense. I received a bill for $[redacted].48 with $44.00 due. I paid this amount, confirmed the payment with my bank, and was also informed of a $59.00 charge for my computer. At 85 years old and living alone, my phone is vital for emergencies as I'm handicapped and rely on it to reach [redacted]. The computer is primarily used to pay bills, as driving is not an option for me. Now, there's mention of a $50.00 charge for the computer, making it more reasonable to opt for stamps as before, my bill ranged between $50-60 which fits my budget. I prefer not to switch to a cell phone, solely needing a phone for emergencies. Furthermore, I was hit with a $7.00 late fee despite settling the $44.47 bill, confirmed received and processed on July 26th.

I have decided to cancel my CenturyLink service due to persistent noise issues spanning over 13 years. Despite numerous complaints, the local technicians and engineers have informed upper management about the deteriorating condition of the 40-year-old underground lines in our area needing replacement. Unfortunately, CenturyLink has chosen not to invest in the necessary infrastructure upgrades. While Comcast has taken proactive measures by installing new underground cabling at no extra cost, CenturyLink has neglected to address our community's connectivity issues adequately. The lack of progress in providing reliable landline and internet services, especially in rural areas promised fiber optic upgrades, has led me to discontinue my service with CenturyLink.

First of all, the scheduled hook-up never took place. Second, I was informed by a customer service representative that the technician was on-site, but they never showed up. After wasting 1 hour and 3 minutes on the phone, I was informed that the appointment would be rescheduled for Monday. The customer service was unhelpful as I had to repeat my concerns to 4 different representatives, none of whom could provide a satisfactory answer regarding the whereabouts of my service technician or why CenturyLink had not contacted me. A lack of communication is unacceptable, and the poor explanations provided by the company do not suffice. Apologies and a genuine effort to make things right were missing from the interaction. This experience feels more like a customer runaround than actual customer service. Thank you for your time. - M. Clements

I would like to address the matter of the CenturyLink modem installed on the first floor. We should arrange for CenturyLink to relocate the modem downstairs and set up the home phone for operation in both areas of the house. Due to the complex "looped" wiring we discussed, I opted not to move it today to avoid potential complications. If the CenturyLink technician requires more information, feel free to contact me at the number below when they are on-site for assistance with the necessary steps. Thank you, Austin -Austin Haggerty, Field Technician at Amazon Smart Home Services in Denver, CO Email: [redacted] | Phone: [redacted] Amazon.com/Smart

I have been using a NetGear router for about four years, but last week I lost access to the internet for all my devices, both wired and wireless. Despite troubleshooting with CenturyLink customer support, we couldn't resolve the issue. I was instructed to reset my router, which led to reconfiguring it. During the reconfiguration, I learned that my original CenturyLink router model is no longer supported, leaving me unable to detect the settings. This is why I am reaching out for a new CenturyLink router to be sent to me, as I am currently without internet access. Despite paying my bill this month, I urgently need assistance in restoring my internet connection. I would be grateful for your help in resolving this matter. Thank you.

Yesterday, a technician changed our service from Prism to DirecTV. Everything was working fine while he was here, but since yesterday morning, our internet has not been working for two days. This is my third attempt to reach customer service via chat. The last representative mentioned I should contact the Fiber Optics Department and provided me with a number, but I accidentally lost it when using my phone. I need the number again. Also, when I tried to troubleshoot online, it mentioned that providing an account number and order number could help restore the internet service within fifteen minutes. However, I couldn't find an order number online, and the technician only left us with a TV schedule. How can I obtain the order number? The online troubleshooting also suggested calling a specific number to resolve the issue. I just want the internet fixed, as we're being billed for a service we're not receiving.