CenturyLink Customer Service Issues

I enrolled in the EBB program in August [redacted]. In January [redacted], CenturyLink installed my internet despite providing them with my EBB ID. However, my EBB benefits were not applied despite numerous calls and payments. In May [redacted], they suspended and later canceled my service, claiming I requested it, which I did not. After receiving the EBB credit, they applied it to my past due amount, along with a $79 credit. I paid a $[redacted] deposit for new service on June 20 but have yet to receive it. Despite sending a new modem and scheduling a repair, the technician did not show up, and CenturyLink claimed there was no repair order. After multiple failed attempts to resolve the issue, I now have a $[redacted] bill for a service I never received. How can I escalate this beyond customer service?

Since July 8th, I've been dealing with a loud, noisy phone issue. A technician was scheduled for July 14th, but the appointment was canceled without notice. After numerous failed attempts to reach out for assistance, I managed to start a chat on 7/16 after trying multiple contact numbers since the chat button on the website was malfunctioning. The NID outside box's jack lacks a dial tone, while the inside wiring seems fine. Although I have a ticket for next week, I'm worried it may get canceled again. I'm hoping to speak with a live technical agent to resolve this ongoing problem promptly.

Account Number: [redacted] It has been over a month since I informed CenturyLink about the lack of internet service. A technician visited and determined that the fiber optic cable required replacing, temporarily hooking up a cable. For approximately three more weeks now, the temporary cable has been strewn across my driveway and lawn, causing inconvenience during landscaping and attracting potential fines from the homeowners association. The cable poses a personal safety risk as well since I am a 74-year-old with neuropathy. Though I received a letter stating that the issue is resolved, it only pertains to the internet service. I seek assistance in ensuring the new fiber optic cable is installed and buried promptly to prevent accidents.

I have been experiencing issues with my landline phone for months. Even though my DSL internet service was restored yesterday after almost a week of being down, my phone line is still not working. Despite receiving a text message confirming the restoration of my 'service,' I cannot receive or make calls on my landline phone. I am now relying on my cell phone, which lacks voicemail capability. I have attempted to use the online troubleshooting tool, but it has not been useful. I am considering deducting the portion of my monthly bill that pertains to the phone service until it is fixed. Additionally, I spent 42 minutes on hold with customer service via my cell phone but was unable to reach a representative. This experience is frustrating, and I understand why many people are opting to cancel their landline service. I kindly request assistance in restoring my phone line. Thank you for your help.

I have been experiencing issues with my home phone and internet service for years. Last Wednesday, my home phone stopped working, and last night my internet went out. This has happened twice in the last month alone, typically during heavy rains. Despite my requests, I have not received any refunds for the outages. My internet connection is consistently slow, and my home phone often crackles. The problem seems to be related to issues in a main box near my location, as confirmed by a previous technician. The service provider insists on an 8-hour window for someone to be present for maintenance visits, which is difficult for me due to work commitments. I urge them to address the recurring problem promptly or I may have to consider canceling my services with them.

I recently moved to a new house in Arizona and chose CenturyLink for internet and phone services. I had an appointment scheduled for Monday 8/22 but the technician did not show up or communicate the reason for the no-show. After contacting customer service, a new appointment was set for today, 8/26, with a wide service window from 8am-7pm. Despite confirmation that the technician would arrive, no one showed up by 7pm. Customer service was unable to provide a time but assured me the technician would contact me directly. Unfortunately, this did not happen, and now I am left with no service, unable to work from home due to poor cell reception. The lack of communication, poor customer service, and inability to reach anyone after hours is unacceptable. I urgently need my internet and phone services connected as soon as possible.

I'd like to share a positive experience I had in University Hills, Denver, CO [redacted]. Last Wednesday 8-24-22, while working in front of my house, I met Cam Thomas selling CenturyLink services door to door. Despite not making a purchase as I have a good relationship with Comcast, I saw him still working past 7 PM in the heat. As a former business owner, I was impressed by his dedication and would like to commend his hard work to management. Thank you. - James Syring

Hello, I'm George H. residing at [redacted] East 16th St. Greeley, Colorado. On September 8th, I contacted CenturyLink to modify my services by opting for basic service and a new number. My experience with an individual named Jazer was frustrating as she questioned my choices extensively. Following an unproductive conversation, she promised her supervisor would contact me the next day at 8 am, but no call was received. I then reached out to CenturyLink again, and the person who attended to me redirected me to Tanner. Tanner efficiently arranged my new services, but unfortunately, my phone service was interrupted by CenturyLink on Monday morning. Despite my 30-year history as a loyal, on-time paying customer, I faced this issue. I am requesting prompt resolution to reinstate my phone service. Your immediate attention to this matter is greatly appreciated.

I need to reset my services with CenturyLink. On September 8, I contacted them to switch to basic phone service with a new number due to excessive spam calls on my old number. The initial representative I spoke with, Jazer, was unhelpful and rude, questioning my choices repeatedly. She promised her supervisor would call back by 8 am Friday, but no one did. When I called back, I was connected to Tanner, who was understanding and efficient. He arranged for my new service to start on Monday the 12th as agreed. However, there was an issue with my phone being shut off between 8 am and noon on the start date. I just want my phone line reinstated promptly by CenturyLink.

I have spent hours on the phone with CenturyLink this week. I requested my phone service be changed to my existing number [redacted], under account #[redacted]21. Despite always having a nonpublished/private number and voicemail, they are not functioning now. No matter how many calls I make to technical support, the issue remains unresolved. My voicemail rings a few times, then makes a strange noise without allowing callers to leave a message. Voicemail has been activated, so that's not the issue. This requires escalated technical support action. I urgently need my voicemail fixed as I have important calls coming in and cannot always be near my landline since I cannot afford a cell phone. Please address this immediately. I am unsure why customer support cannot make my line nonpublished/private. I prefer to keep my number private and avoid dialing *67 for every call. I request escalated technical support to investigate this matter promptly. Thank you for your assistance.

I've had ongoing issues with my telephone line for the past four years, with the most recent service call a few weeks ago. Century Link is aware the problem is in the roadside box, but space constraints in our cul-de-sac have not been addressed. As a disabled individual relying on emergency landline service, this is concerning. The line is experiencing cross-talk, leading to a shared party-line situation. I even had someone unintentionally record their message on my answering machine. After contacting the individual, we fixed the issue together. The persistent phone problems have made using Century Link frustrating. It's clear that a change is needed, but I expect a significant refund and a functional phone line until I explore other providers. Ensuring my privacy, as well as others involved, has not been compromised is vital. It's time for decisive action to resolve these long-standing issues.

I recently had to order a new internet modem. After 1 hour and 30 minutes and speaking with two different representatives, I found it difficult to understand due to my hearing impairment. One representative mentioned that the new modem would increase my monthly bill by $15, but I did not comprehend the reason for the change. Since my CaptionCall phone relies on the internet and wasn't functioning during the calls, communication was challenging. To my surprise, I received two modems in the package. I only require one and would like guidance on returning the extra device. The additional modem might be the reason for the anticipated increase in my bill, which I would like to have removed. My name is S.J., phone number [redacted], billing address [redacted] Harrison Dr. Chino Valley AZ. 86[redacted]. Thank you.

For the past two weeks, we keep receiving half-rings on our phone almost daily. Subsequently, our local sheriff's office dispatch contacts us, notifying us of a "[redacted] hang-up call" from our number. Despite confirming our well-being, this recurring issue is concerning, as we've ruled out cord problems with our landline. The connection to the sheriff dispatch remains unresolved. Additionally, I want to share the breathtaking beauty of the Heber Valley in the fall, with its stunning red and gold foliage amidst unseasonably lovely weather. Your prompt response is appreciated, as we aim to stop inconveniencing law enforcement with unnecessary calls. P.S. Our Internet connection is unaffected.

Hello, Since CenturyLink has switched our communication to a fiber optics line, there have been ongoing issues causing confusion. Our phone has been out of order, prompting my wife to contact doctors' offices, family, and various business associates. Despite multiple calls to CenturyLink for updates on when the issue will be resolved, static noise persisted to the point where we had to use a cell phone to make calls. After weeks or months, someone did fix the static. I am now eager to have our answering service reconnected to avoid missing important calls, as it can be critical for our well-being given our age and retired status.

Since Oct. 23rd, [redacted], I have been unable to receive emails on my account at [redacted] Despite numerous attempts to reach customer service via online, chat, and phone, I have not received any assistance. Recently, I was put on hold for over 90 minutes by a rude representative who ignored me for 40 minutes before disconnecting the call. When I called again, the automated system advised me to call back and ended the call. I have already spent several hours trying to resolve the email issue without success. My office email account is functioning correctly. For any further communication, please contact me at [redacted]

I am having trouble logging into my Embark mail account. Despite trying all suggestions and reading up on it, I can't answer my secondary security question to change my password. Every time I attempt to log in, I am redirected to a CenturyLink login page which rejects my credentials. I have been unable to access my email ([redacted]) since the transition began. I desperately need assistance setting up my email account. I have spent countless hours attempting to resolve this with no success. The customer service representatives who I speak to on the phone only offer to send me a link via text, which is not helpful. If you need to reach me, please call me on my cell at [redacted]. Thank you.

Today, my internet service drastically deteriorated. Despite a technician trying to assist in restoring my PC, we encountered difficulties downloading applications due to the slow speed. This problem arose after a lightning strike impacted the phone line and DSL two months ago, which was repaired outside my house at the end of August. With a new computer needing set up, the technician had to reschedule for Monday as the internet service became progressively worse throughout the day. The technician struggled to use his usual software for remote access. Attempts to download an alternative software proved futile due to the poor connection. In the past, resetting the service from your end has resolved similar issues, but unplugging and replugging the router did not improve the situation this time.

I recently resumed using my CenturyLink internet service after an absence of six months. Upon my return, I encountered issues accessing the internet through my old network name, CenturyLink0074. After reaching out via live chat, I was provided with a new network name, CenturyLine0447. However, my original modem remains the same as before, numbered [redacted]. Although I believed the security key remained unchanged (e766f6ccdd7c68), I faced difficulties connecting my Roku device, with the Roku Service Tech confirming the key was incorrect. I kindly request CenturyLink's assistance in issuing me a new, correct security key to resolve this matter promptly.

My phone and internet are currently out of service. I contacted the provider to schedule a repair, but they ended up fixing my neighbor's lines instead of mine. Now, they have given me a repair ticket for either December or January. This delay is concerning, especially as I am an elderly woman with health issues. I urgently need assistance. I reside at [redacted] Grove Avenue, Bokeelia, Florida, [redacted], and despite multiple attempts, I have been unable to reach a human being through any of the phone numbers listed online. I have also tried chatting online several times without success.

I signed up for CenturyLink with the assurance that my bill would remain constant. However, this month it increased to $[redacted].83, which is $41.23 more than usual. I contacted customer service, but they did not understand my concern and promised to call back, which they never did. I have consistently had the [redacted] Mbps service as per my June 28, [redacted] bill, so there should be no changes. My bill should typically range from $68.34 to $68.80, and with my low-income assistance, it should not exceed $38.44. Please resolve this issue promptly so I can make the payment.