CenturyLink Customer Service Issues

Dear Customer Support, Tomorrow I am going house-shopping in Idaho. I work from home and require internet speeds of at least 50/10, or faster. After inputting addresses on your website, I found varying internet speeds from 100mbps and above. Unfortunately, when I contacted customer service, I was informed that internet availability at these locations was only "possible" based on proximity to the "tap." This discrepancy has left me extremely frustrated. I kindly request that someone reviews the list of addresses and marks them as NO if there is currently NO EXISTING service available for immediate order (no surveys or uncertainties) and as YES with the specific speed for addresses where internet can be promptly ordered TODAY. A prompt response would be greatly appreciated. I seek to avoid a situation where I am assured of availability, buy a home, and then discover I cannot effectively work as promised. I am open to exploring a business connection as a viable solution for my work-from-home setup. Thank you for your assistance, Kay Karen P

I am experiencing difficulties paying off my loan as your company does not seem to recognize me. Despite my efforts over the past 90 days, I have been unable to obtain the necessary payoff form and have encountered issues with wiring the money due to unrecognized credentials by the provided bank. I am requesting the removal of late charges and am keen on settling the original $[redacted].00 loan due in April. Despite reaching out multiple times and cooperating with your requirements, I am unable to resolve this matter. Your assistance in rectifying this situation would be greatly appreciated. Thank you.

1. I was charged disconnection and late fees, even though they were supposed to be waived during the covid19 pandemic. Can you please explain this discrepancy? 2. I am awaiting a $[redacted] credit for internet connection in September [redacted]. Despite not having a computer then, an installer came without an appointment. In [redacted], when I got internet, the modem provided didn't work until a technician, Matt, found a pre-existing connection in the house. This seems misleading and I never wanted this service initially. 3. I appreciate the notice about the class-action lawsuit. While I understand DISH is involved, they claim I owe for a nonexistent contract cancellation after September 10, [redacted]. I await their proof, knowing it doesn't exist.

I have been on the phone for over 2 hours this morning, transferred 3 times, trying to resolve an ongoing issue with account #[redacted]38. I have been attempting to cancel this account since February, with my last call on May 1 ensuring it would be taken care of. Despite this, I continue to receive bills for a phone number we have never had. I did not pay the bill for May as promised cancellation. I am frustrated with the late payment charges and the charge for another month on the recent bill. Please resolve this issue promptly as I have exhausted my patience waiting on the phone for assistance, only to be transferred multiple times due to departmental issues.

I use Simple Pay on a month-to-month basis, with payments due on the 7th of each month. I planned to make a payment today, but my service has been disconnected. Upon checking my email, I found a message from Centurylink indicating they received a request to return the modem due to cancellation. After calling customer service three times and experiencing disconnections, I was told that no payment was received for last month. I ensured sufficient funds were available on the bank card to avoid disconnection. With my children attending Zoom school and myself participating in Zoom meetings, the lack of notification about the missed payment was surprising. I was also under the impression that disconnections were suspended until June 30th due to Covid-19. I hope this issue can be resolved without creating a new account. Thank you for your assistance. Charity J. redacted redacted

Yesterday, I had internet and phone services installed. Unfortunately, no information was left regarding passwords. My Captel phone is indicating a "wireless network failed" message. I've been unable to reach CenturyLink by phone as the numbers online seem to be incorrect. I need assistance to address these ongoing issues. Additionally, I had requested TV service, but it appears it may be through a different provider. I would appreciate a prompt response. Thank you, Carolyn H. Whitworth(Address: [redacted] Escapardo Way, Colorado Springs, CO)

I have had ongoing issues with my phone and internet services from your company for over a month now. Despite numerous attempts to have someone come and address the problem, I have not received any fix. My business operates 24/7, so the availability of someone on site is not the problem. Promises of visits have been made on three separate occasions, but each time I follow up, I receive conflicting information. I understand the impact of current regulations, but the lack of communication and follow-through is unacceptable. If I operated my business in the same manner, I would not succeed. It's crucial to be upfront and reliable when making commitments to customers. I kindly request a discussion about this matter, and I can be reached at [redacted].

I recently received a bill from your company addressed to me for an account I do not recognize at all (account number [redacted][redacted]). Despite waiting on hold for over 3 hours to speak with a representative, I have yet to receive any clarification. I am a long-standing customer of CenturyLink with the account number [redacted], which was closed as of May 15th with no outstanding balance. Your automated system does not show any amount due for that account. Please verify where account number [redacted] originated as I have never used this service and require immediate resolution to confirm it is not associated with me.

I need help! Since Saturday, my phone has been down due to a power failure nearby. I have no dial tone, and the phone says there's no line. I contacted support on Sunday, and they promised to fix it between 8 AM and 5 PM on Monday, but no one showed up, and when I called back, they claimed the ticket was canceled. After talking to a supervisor, they assured me it would be fixed by Tuesday or Wednesday, but it's still not working. I am Lucille Madison, residing at [redacted] Minor Mill Road, Charlottesville, Virginia. I rely on phone and internet to pay my bills online, and it's been six days without service. I live alone and need it for emergencies. Please assist in resolving this promptly.

This is my third call regarding an issue with the Direct TV portion of our bill. Last month, I was advised to contact them directly, which I did. However, the first representative couldn't assist and transferred me to collections. The subsequent agent was difficult to understand. They mentioned a credit of $[redacted].69 on my account, with a balance of $46.45 broken down as $22.30 for internet, $20.46 for Direct TV vacation mode, and $3.69 for tax, which aligns with my expectations. It appears Direct TV failed to inform you about this credit. I'm requesting for the Direct TV credit to reflect on my bill as it should have been communicated to you, the billing agent. It's inconvenient to have to contact customer service every billing cycle.

I am experiencing issues with my phone line - there is no dial tone. I first noticed this problem on Saturday afternoon, July 4th. While I believe the phone was working shortly before, I am unsure of the exact time it stopped functioning. Despite everything appearing to be connected correctly, I am unable to determine the cause of the issue. My account number is [redacted] 420R, and I also have internet service with CenturyLink, which is working fine. The problem seems to be isolated to the phone service. If needed, you can reach me on my cell phone at [redacted]. I attempted to contact support but encountered difficulties navigating the system and ended up being redirected to unrelated departments.

I recently ordered CenturyLink service and bought a modem but decided to cancel the order the same day. Despite cancelling, I received the modem a few days later. I am now trying to return it and get a refund. When I attempt to request a mailing label online, it asks for an account number which I don't have. Please send me a mailing label with return instructions at the following address: Donald Sheppard [redacted] Ivory Creek Ridgway, CO [redacted] [redacted] [redacted] Thank you.

I recently contacted tech support regarding my modem issues. They recommended I purchase a new modem for $[redacted] or rent one for $10 a month. I expressed my dissatisfaction with this, as I believe loyal customers should be offered new modems after many years of service. Since then, I acquired a Netgear Nighthawk AC [redacted] modem, which unfortunately is not supported by the service provider. Despite resetting and unplugging the modem multiple times, the internet light remains off. I believe a new modem is necessary as mine is 8 years old and likely worn out. Given my financial situation on Social Security and being 63 years old, I would appreciate a new modem and a reduced bill. This would greatly improve my satisfaction as a customer.

Hello, I'm Joan Lubischer, and my phone and TV services were interrupted last Wednesday on July 8. A service ticket was scheduled for the phone to be fixed by July 13 but was canceled abruptly on July 12. I've had trouble reaching the phone support team as the automated system keeps directing me to the internet support. I managed to create a new ticket online for July 17, making it a total of 9 days without phone service if it's not fixed by then. I find this situation unacceptable and will be requesting a billing adjustment. The TV service technician determined that my Prism box was faulty and supposedly sent a replacement, but I'm unsure if it was shipped. I'm uncertain about how to set up the new box once it arrives.

I have been using a modem without issues for a while. I recently canceled my home phone but kept the internet service. After placing the cancellation order last Wednesday, I was informed of additional charges, including a new modem. The new modem arrived today, but I do not need it as I own mine and do not want to be charged for rental. I am in the process of returning it and want to ensure I won't incur any fees. I have been advised to contact Customer Service to prevent rental charges. Please notify them that the unused modem is being returned and no rental is needed. Feel free to send me a text at [redacted] for any updates.

I recently purchased a new Dell Inspiron tower and am receiving messages to purchase McAfee for $99 a year. I believed I already had McAfee provided by CenturyLink. Do I need to buy this or is McAfee provided by you? Thank you, Corinne M. Account [redacted] 90 Carters View Ct, Stuart, VA [redacted] Social Security: [redacted] Cell: [redacted] Email Excerpt: YOUR ACTION REQUIRED Hello, it's time to renew your subscription. Your subscription is expiring soon. You can ensure continuous protection by renewing today. Act now to avoid any interruption. Included with Your Subscription: - Virus and Threat Protection: Defends against the latest viruses, malware, and online threats. - 24/7 Technical Support: Receive free technical support for the duration of your subscription. - Comprehensive Mobile Security: Stay protected with real-time defense against mobile viruses and spam.

My phone has been down since last Monday. Initially, I could receive calls, but now both incoming and outgoing calls are not working due to the lack of a dial tone. I have informed the local representative, but they have been unable to address the recurring issues with the faulty system. This year alone, this is the third extended outage I have experienced. Living in an area with poor cell reception, I have been advised to upgrade to a smartphone and commit to a monthly plan, which seems unnecessary given that I already pay CenturyLink for a service they are failing to provide. I urge the company to support their staff in resolving the ongoing issues with the phone line and request a discount on my bill for the disrupted services. I have confirmed that there is no signal reaching my house from the outside box.

I used to run a small mom-and-pop restaurant for many years and had CenturyLink as my phone service provider. After closing down the business in February, I received a letter from a collection agency claiming I hadn't paid my bill for a whole year. I'm certain that if bills go unpaid, services are usually disconnected, right? With the help of a CPA, I reviewed my monthly statements and found that the phone charges were included throughout the period. Despite sending a $[redacted] check, the collector is harassing me for another $[redacted] by the end of the month, which I can't afford on a fixed income at 70. This issue with the BBQ House in Macclesfield, N.C., has come as a shock, and I need assistance resolving it. Thank you, Jean Morris.

We relocated and faced challenges transferring our TV and Internet services from CenturyLink. Despite wanting to keep CenturyLink for our landline phone, Charter Spectrum accidentally ported the number. Their PAC group is unable to reverse the port back to CenturyLink. CenturyLink needs to request the phone number, [redacted], to be ported back to them to reconnect it in our new home. After numerous phone calls last week, I've been waiting on hold with CenturyLink for nearly an hour. It's only 8:21 AM PST. Please call [redacted]. We have a CenturyLink email, formerly Quest, after CenturyLink's acquisition.

I used to have a stable 5.2Mbps, which is now barely adequate for rural DSL standards. After a recent link change, my speed dropped to 4.0Mbps (closer to 3.4Mbps) with frequent dropouts during modem retrains. Customer service has been frustrating, with repetitive scripted responses across six interactions, all ending in disconnections, making it impossible to escalate my concerns. The technical support also provided incorrect information, leaving me to troubleshoot issues myself. I am disappointed with the service and the lack of understanding from customer support, leading me to consider switching providers. My main request is to restore my previous speed and reliability. Despite fiber optic availability nearby, the provider seems uninterested in extending the service to our area, leaving us with subpar DSL at full cost compared to neighboring areas receiving significantly better service.