CenturyLink Customer Service Issues

I am reaching out on behalf of Ann W., regarding her landline phone number [redacted] which has services she does not use and was unaware of being charged for. Ann, a 97-year-old resident at an assisted living facility, primarily uses the phone to contact family, friends, and service providers. She would like the billing to be adjusted to remove the unnecessary services, specifically keeping Voice Mail, No Solicitation, and Caller ID. I, Janyce, am authorized to communicate on Ann's behalf. Thank you for your attention to this matter.

I canceled my service with CL in October [redacted], and they are requesting me to return their property. Please send me a mailing label as I cannot print one. Also, I would like to know why I am still being charged for internet after it was disconnected on 10/27/[redacted]. I am requesting a refund for any withdrawals made by CL after 10/27/[redacted]. This is my third attempt to resolve these issues. Until this matter is resolved, CL does not have permission to access my banking account.

When I signed up for Set for Life, I was told I would receive 40mbps, but recently my internet speed has been extremely slow. After contacting customer service, there was a recommendation to get a new modem, but that didn't solve the issue. Surprisingly, after leaving my PC over the weekend without use, the connection improved on its own. However, this week the speed has decreased significantly, even dropping to 0.37mbps and timing out during speed tests. I noticed in November I was getting speeds up to 24.32mbps. I would appreciate it if I could consistently receive the internet speed I am paying for. Thank you.

We have CenturyLink @Ease-Ultra and encountered issues for almost four weeks now. Our laptop had a Trojan screen popup two weeks ago, and our cell phones are being hacked. We have two laptops that need to be cleaned up, followed by installing antivirus software. Please assist us! The technicians were able to clean our computers previously. Unsure why they haven’t responded this time.

I am looking for WiFi internet service to use on my new phone as I currently only have internet on my laptop. I urgently need to add my phone to the plan. I am looking for a bundled service that includes both phone and internet. Previously, I had a free lifeline message phone, but now I need a fully functioning phone given the important things happening in my life. This is my first time setting this up, and I am on my own. I need to have this done before December 31st, [redacted], as I have to fill out a form from a link sent by a lawyer. Can you please assist me in setting up the service? Thank you, Nanette R. Currently, the upgraded tracfone I purchased is not connected to internet service on my laptop. The person at tracfone transferred everything from my free government phone to the new tracfone, leaving me without service. I need immediate telephone WiFi service for my laptop to be able to use this tracfone. Thank you for your attention to my issue.

I am a Century Link customer experiencing slow internet speeds at 21 Mbps. My monthly bill is around $85, which also includes my home phone service. Comparing this to my relative's Comcast plan, where they pay only $20 more each month for a download speed of [redacted] Mbps, it seems like I should be getting faster speeds for the amount I pay. My account is under Michael J. Sarno and M. Lois Sarno, phone number [redacted].

In late October, I requested a relocation of our landline and internet service. The technician was scheduled to come on December 2nd. On the scheduled day, they only installed the box on the trailer and arranged for the cable to be buried in about a week and a half. This caused our phone service to be disconnected from the house. After contacting the technician, the internet was reconnected to the house within two days, but we are unable to make outgoing calls or receive incoming calls. Due to hurricane damage to our house, the phone line and internet were supposed to be relocated to the trailer on our property. This was requested back in October, and the repair order is still pending completion. I am requesting an adjustment to our bill due to the interrupted services.

I experienced a service interruption for nearly 4 months, and despite being on AutoPay, my payments were deducted from my bank account. I am requesting these payments be applied as credit toward my phone bill. I believe I should not owe any charges until these payments made during the service outage are reconciled or refunded to me. The disruption was due to Hurricane Laura on August 27, [redacted], and my service was only restored in late December. Despite multiple attempts via phone, I have been unable to find the correct department to assist me with this matter. Can someone please address this issue promptly? Thank you for your help. My account number is [redacted]79, and the account is under the name Butch Royer.

I hope that this message will reach someone at CenturyLink/Lumen who can assist customers effectively. Recently, I've had ongoing issues with my home internet connection, experiencing multiple outages in the last month. Despite contacting customer service, the connection problem persists. After several attempts to schedule repairs, there have been significant communication errors and delays. The lack of coordination and reliability in resolving the issue has been frustrating. The repair process has been complicated by website errors and long wait times on the phone. The language barriers with some representatives have also made communication challenging. I am still awaiting a resolution to the service problem and hope for a timely and effective response from the company. The current customer service experience has left me questioning the commitment of CenturyLink/Lumen to residential customers. Improved service and clearer communication are essential for customer satisfaction.

I, J.H., have been facing issues with my Century Link account number [redacted][redacted]. Two payments I made via checks were not credited to my account, causing my internet to be disconnected for non-payment for four consecutive months. Despite sending proof of payment with copies of the checks, Century Link continued to shut down my service each month. Each time I contacted customer service, they turned the service back on but then billed me for three months of service and late fees. When I relocated and tried to cancel the service, I was informed I couldn't do so due to owing for two months' service. I provided evidence of payment and disputed the charges, but recently received a bill for three months' service. This ongoing situation is leading me to consider legal action for harassment. Century Link's failure to credit my paid bills is causing unnecessary troubles. I request that they stop sending unwarranted bills, close my account, and resolve this matter promptly.

I have been trying to contact CenturyLink Customer Service at [redacted] without success. I called [redacted] eight times and received eight different numbers, each leading me to irrelevant services. I encountered surveys for medical alert devices for the elderly and instructions to hang up as they cannot assist me. The issue I need assistance with is the removal of the solicitor announcement played when calling our number. I would like this announcement removed as soon as possible. Any help would be greatly appreciated.

I need to purchase the modem that was recently installed. Initially, I tried to keep the existing one, but I was informed a different model would be sent, leading to unnecessary inconvenience. Unfortunately, the replacement was sent to my billing address in Illinois instead of my service address in Gilbert, Arizona, where I won't return until May. I believe I will require a return shipping label to send it back. This situation has left me displeased, as it now requires me to inconvenience someone near my Illinois home to return the modem on my behalf or wait until May.

My most recent regular bill was $55.83, and it was due on 1-15-21. I made the payment on 1-3-21. I received a call from them stating that my bill was outstanding, but I informed them that I had already paid it on the 3rd and provided my confirmation number. Despite this, they assigned me a new order number dated 1-6-21 and added items they claimed I ordered without my knowledge. To make matters worse, my internet service suddenly stopped working, and I have not been able to watch TV since around that time. I have been a loyal customer for about three years. I attempted to reach out to tech support, but encountered issues with an old modem that was provided to me when I lived on Hartford Street in Chandler about two years ago, and the same outdated modem was given to me when I moved to Mesa last year. Following multiple attempts to resolve the weak signal issue, a technician finally sent me a new modem. However, despite connecting the new modem, I am still unable to access the internet. To my surprise, the company charged me $60 for new items they claim I ordered between Dec 19 and Jan 8, even though I have been experiencing internet connectivity issues.

Account: [redacted]55 - On my bill from Jan 18, [redacted], there's an unknown International call charge. We've never made such a call with Century Link before. I tried to resolve this with customer service due to a negative experience with a representative. The person I spoke to spoke too quickly, and I struggled to understand them. After requesting to speak with someone else, the charge was removed. However, I was pressured to make an immediate payment by credit/debit card, which I declined as I prefer to mail checks. Despite being a long-time customer, I didn't appreciate the treatment. I want to confirm that you received this message and ensure that no more International calls are billed to my account. Thank you.

I noticed a late fee of $29.40 on my recent bill. While I acknowledge my payment was delayed by a few days, I typically pay on time. I am kindly requesting a reduction or removal of this late charge. Usually, I schedule the payment to be deducted from my checking account via bill pay. It seems I overlooked sending it this time, thinking I had already scheduled it. I realized this when I didn't see it in my account history. Moving forward, I plan to set up automatic payments every month. I appreciate any assistance you can provide regarding this issue.

Our account is currently under Matt's name, and I would like to have it changed to my name, Lynn. I usually handle the calls to Century Link for any issues we encounter. I've attempted to contact customer service twice regarding this matter, but each time I was placed on hold for 20 minutes, which is difficult for me due to my work schedule. The problem I wanted to address is the slow internet connection I've been experiencing while working from home over the past six months. My new laptop has been sluggish with opening files and emails, prompting my company's IT department to test my home internet speed. They discovered that my current Actiontec pk5000 router/modem is outdated, with upload speeds at 0.5 Mbps and download speeds barely reaching 1.0 Mbps. They suggested getting a new modem to improve these speeds. I would appreciate it if Century Link could provide and install a new modem for me, as the last time I attempted it on my own, it was problematic. Despite paying $66.99 monthly for what is advertised as "high-speed internet," my current connection falls far below the speeds offered in your plans, starting at 10 Mbps.

Last Wednesday, on 2/10/[redacted], we switched our Internet and phone service. The representative I spoke with reassured me that our services would be up and running by the end of the day, but unfortunately, they were not. The next morning, 2/11/[redacted], I went outside to check and found that the wires to the phone box on the side of our home were not connected. I contacted CenturyLink immediately about the issue. I explained our situation as elderly individuals, both having had strokes, and emphasized the importance of having our phone and Internet working because my wife's heart monitor is connected to a loop recorder that transmits data to the hospital. We have a bundled service with Dish and CenturyLink. While Dish connected our TV on Friday, 2/12/[redacted], we are still without phone and Internet service. We were given a new number for a new connection and were told it would be set up by late Friday or Saturday, 2/13/[redacted]. However, the wires are still disconnected from the pole. It's crucial for us to have our phone and DSL working again.

I have been without internet access for over a week now, and despite contacting CenturyLink, I am getting the runaround. While my CenturyLink Modem/Router/WiFi works for devices connected via Ethernet, my laptop shows a connected but limited access status, meaning no internet access. I suspect the issue is with the modem/router. A technician visited two weeks ago, repositioned the modem, and suggested a WiFi extender, which did not resolve the problem. I am requesting CenturyLink to send a new DSL modem promptly as I am exhausted from dealing with this ongoing issue.

I have been a loyal customer, Joseph Monari, for over a decade. My account number is [redacted]35, and you can reach me at phone number [redacted]. For the past five years, I've made my bill payments over the phone. However, in December, January, and February, my bank returned my payments due to issues with your system not accepting my routing number correctly. Despite multiple calls, the problem persists, and my recent interaction with a supervisor did not resolve it. I am frustrated and would appreciate a personal contact from your team to address this issue promptly. Please call me back after noon central standard time, or provide a direct line where I can speak to a representative. If this matter is not resolved, I will have no choice but to switch to another service provider. Your current automated system is inadequate, and I hope for a swift response.

I am reaching out for assistance before considering canceling my service. I have made numerous attempts over two days to resolve the issue. Despite successfully installing a new modem with all lights signaling proper connectivity, my devices fail to recognize the Wifi network. The network appears as VTINTERNET instead of CenturyLink0646 as listed on the modem. Additionally, the password provided on the modem does not grant access to the Wifi, leaving me unable to connect to the internet. I have engaged in multiple chat sessions seeking assistance, with the most recent interaction involving Grace M. Unfortunately, the connection was lost, and I have not received further guidance. Complicating matters, a scheduled technician visit was seemingly resolved remotely, yet my connectivity issue persists. I am repeatedly informed of an imminent work order to remedy the situation, but the problem persists. I implore for prompt resolution as my modem is functional, but my device remains unable to link to the Wifi network.