Billing is a nightmare. Can't get any replies either by phone or by letters I have written. Looking for another service right now and will be rid of CenturyLink. read more

8/23/2025 requested fiber optic internet upgrade Interaction with online rep (I have full transcript): [REP]: I have great news for you! You qualify for 100mbps for $55.00 per month. This gets you the speed you need today for and for any devices you add in the future. Let's get the faster Internet ordered today. Ok? [ME]: Is that fiber optic? [REP]: Yes 100 Mbps is fiber optic. ---- [REP]: We make it easy to enjoy your Internet connection with our premium, all-in- one modem and router, specially selected for our network, that always includes in-home WiFi. You can lease this WiFi modem for only $15.00 per month or you can purchase for $200.00, which option do you prefer? [ME]: If the availability for a fiber optic speed upgrade comes, will this modem need to be replaced again? Or is this one capable of the 500 or 900 speeds? [REP]: It will be compatible for the any speed of optic fiber. ---- [ME]: Sounds good. Will I get an advance notice window before they arrive to install? [REP]: Okay, the tech will reach you 30 minutes prior to their coming or when they will be on the way. Paid $200 for modem due to promise of fiber optic speed and future fiber speed upgrades. Monthly payment increased $15/month for new fiber speed. Did not receive fiber internet. Not even available in my area and never will be by CenturyLink according to technician and confirmed by AT&T rep. Requested supervisor refund modem cost and/or revert to prior monthly rate. Was called a liar about speaking to a different rep who offered some attempts to waive costs before wanting to speak with supervisor to make them aware of initial misrepresentation. Despite full transcript of the company falsely selling me a product that they did not deliver and additional products based on that lie, the supervisor blamed me for not reading the fine print despite being directly told by employee something else entirely. Scam tactics, do not trust this scummy company. read more

Actually contacting someone by phone if you have a problem with your internet is impossible. Contacting them by chat is possible. Based on the BS I am guessing it is some overseas call center. They spend a lot of time trying to get you to pay an additional $25 dollars a month to limit possible on sight service charges. I scheduled an appointment. Have tried to cancel it three times and also had a service guy say he was going to cancel it. I still go online and it still has the appointment. I get billed via email, and try to pay the bill and getting a message saying they are updating their billing and I should try in a week. Their automated phone keeps on asking me if I want email billing even though I already have it. I am still on hold after 30 minutes. I really just want to list a large amount of cus words but then the review will not get published. The people CEO and board should go to jail!!!!! They are criminals!!!!! The only thing good is if a service guy calls you back. They at least try and are not in an overseas call center. read more

The service is unreliable and their customer service is nonexistent. Their internet service goes down for weeks at a time, and you can't get in contact with anyone. read more

If I could give a negative rating, that would be totally appropriate. My mother in law has been trying to get an issue resolved for a month. Alll she has received is lip service. Two times they said they would be out (oh yeah...sometime between 8:30 am and 5:30 pm!) and, not only did they not show up either time, no one ever let her know that. She rescheduled dates to ensure she would be home. What a complete lack if common courtesy. Unfortunately, this is a horror story we've heard from other FORMER customers. Totally unacceptable customer "service ". Clearly, Century Link has absolutely no care for their customers, especially when they have a seeming monopoly on the area for land lines. We are seeking other options and she too, will soon be a former customer with an unfortunate experience to share. read more

Had an technician appointment today to intstal quantum fiber 2/23/2024 with a window from 11AM-2PM. After sitting around ALL DAMN DAY I finally got a text saying the technician was running late and would give a heads up when on the way. Then....NOTHING! crickets. Called the customer service number to find out what was going on. They were useless in providing any information an said they would get back to me. i know how that goes. They NEVER do. They already charged my credit card 45 bucks. WTF??? read more

I haven't written an unfavorable review in awhile and normally try to give places the benefit of the doubt, but my encounter with Century Link was just beyond irritating. I called to get my bill straightened out. After speaking with 5, wait 6 people total, I think we finally figured things out, but I have to wait until their system updates so it remains to be seen. Not a fan of the following: - Having to explain my problem to 6 different people. -Deliberately getting hung up on- the girl helping me made a sigh and hung up. -Speaking to the supervisor who relayed all her comments with such an overt display of condescension masqueraded by that phony chipper elongated tone. -Their automated guy who can't understand any kind of response. -The on -line chat option is ridiculously slow. Once I did finally connect, I was told to call in. -Having to explain what they should be doing as part of their jobs. Come on, quit asking me if I can see it on my end. You should have the account pulled up in front of you. - The endless transferring and incessantly being placed on hold. - Let a person know that you are putting them on hold. They thanked me for being a loyal customer for years. That could change. Come on Century Link, get your act together. It was far better when it was under the Qwest moniker. Hold a huddle. Call in a LEAN team or some other customer service guru and get it together. There are many choices out there. On a more positive note, the internet team has always been a pleasure to deal with. They have always processed and resolved my issues fairly quick which I do appreciate. read more

Wtf is wrong with these people here??! I mean seriously. I sign a contract for $29.99 per month for one year. My bill is $80 the last 4 months of the year. They then say they will credit my account starting the next billing cycle for the overage they charged those four months if I sign for another year at $29.99. Okay, that sounds fine, I'll have some credits on my account. Shame on me. The next billing cycle the bill is $46. That does not look like a credit to me. The billing cycle after that, my current bill, is $134. I only have internet service. I know that I was not taxed $104. I do not understand why I have to call every month because they cannot get this shit straight. This company is awful. I need to find another internet provider in Maplewood. You are warned, beware of Century Link! They are not competent, and honestly the connection isn't great. I've had multiple issues randomly not being able to connect, and they still triple charged me for it. RUN. read more

I tried to schedule a repair tech to come out and repair my line land. I was unable to do it. I called the next day and got a person in repair that told me their computers were down and to check back with them the next day. The next day I was told someone would be out two days later. The day they were suppose to come out I called after waiting 4 hours to see when the tech would be here. I was told my appointment was canceled due to no tech available and trouble somewhere else. They say they could send someone out in 3 days. I definitely will be looking for a new carrier for my landlines and internet. STAY AWAY FROM CENTURY LINK. read more

I signed up for CenturyLink about 10 months ago. I bundled my service with DirectTV and my online quote came back at around $60 for the bundle. Great! That's way cheaper than a certain competitor of theirs. Unfortunately, starting with the first bill I received from them, I had to call customer service because there was a problem with the internet charge. I understand that there are taxes on the services (though the taxes were a part of my quote) but my bill jumped from $60 to around $90. Every time I called I was transferred to person after person and generally it took close to 30-45 minutes to get the issue resolved. Problem solved? Fuck no. The first "fix" was some "customer service rep" telling me that when I signed up for the bundle I did it wrong. He assured me they would fix it and credit my account. The following month its WAY off again so I call back. A different person tells me that the first person that "fixed it" screwed it up and that I was supposed to be on a contract. This was wrong anyway because I specifically chose no contract when I signed up. The third person tells me that I never submitted a rebate when I first signed up so they will credit my account for the rebate I missed.. and so on and so on. The DirectTV portion of my bill has been wonderful and has always remained the exact rate that was in my original quote. CenturyLink on the other hand has been awful. They are stressful to talk to and the reps for some reason repeat your name every half sentence the entire time. I'm going to do this for you, Sam. Can you hold for me, Sam? Thank you for holding, Sam. I'm just going to write this up, Sam. How is the weather outside, Sam? Is that a hoagie, Sam? Are you going to finish that, Sam? Sam, do you mind if I have a bite, Sam? I'm writing this up for you, Sam. I'll get this finished for you right now, Sam. Is it OK if I put you down for a moment, Sam? Thank you, Sam. You're a very loyal customer but you're not worthy of good service so we're going to keep jerking you around, Sam. Is that all I can do for you, Sam? Amy is spot on with the voice prompt thing. I have an easier time ordering enchiladas at a chinese buffet. Their Customer service is awful, their promised price is a lie and no one there knows what they are doing. Can we just get an honest company for once, please? I will now be looking for an alternative. read more

Truly an abysmal company. I was tempted to try CenturyLink's DSL service because a promo deal offered faster speeds at a cheaper price than my current arrangement with Comcast. I ordered the service online. The ordering process was simple, though it was not until the end of the process that I was informed I would have to prepay $35 via credit card for "setup." This was contrary to other information set out on their website, but I paid anyways. Within days, a box containing a DSL modem showed up on my door. A day or two later, another box showed up addressed to me, but with a different account number. Was I now responsible for two accounts? I was able to get DSL up and running, but at speeds far lower than promised. CenturyLink tech support claimed the service was working properly and refused further assistance. I therefore decided to cancel my account and returned both modems, well within the 30 day free trial period. After receiving confirmation of my cancellation from CenturyLink, I received a bill for the service I had canceled. CenturyLink Customer Service for billing questions is closed on weekends, so multiple calls were required. Once I finally connected with customer service, I was on hold for almost 45 minutes. A rep claimed that the charges would be removed and my prepayment refunded. I am waiting to see if this actually happens or if I will need to make more calls. To make matters worse, I just learned that CenturyLink did a hard pull on my credit report before activating service. This inquiry, which will negatively affect my credit rating, was not authorized by me contrary to law. I've now had to incur additional time and expense sending certified mail to CenturyLink demanding that this inquiry be removed from my credit report. It's hard to believe, but there really is a company worse than the cable provider, and that company is CenturyLink. Ultimately, I was able to get my cable provider to better CenturyLink's promised internet speeds, AND throw in some additional channels at the same price as I was previously paying. If you're considering CenturyLink, my advice to you is AVOID. read more

I was very excited when CenturyLink came to town, replacing Qwest. They proactively offered me a promotional discount to increase my speed to 20 mbps and reduce my cost. Wow, I thought - a company that really wants to please customers. Except 8 months later I am still fighting for the promotional rate they promised me. I have called, emailed, tweeted and spent a good five hours of my life talking to these folks, and they insist the problem is fixed and then they blame me for not spending more of my time calling them and wading through systems. Just like the other review from Amy R., I kept getting transferred and the problem keeps persisting. read more

I scheduled service to be installed, and confirmed that the tech was on their way the day of installation. I had to take a day off from work to meet the tech. They never showed. So I called, and rescheduled. The sales rep, Aurora Segura, was even nice enough to waive the installation fees. I take another day off work. I located their "Wheres my Tech" page, and it says that my installation will not be taking place. So I call customer service, get transferred and eventually I'm told that a work order has been put in to get the needed wiring to my address, but that it will take at least 3 weeks. If I had been told that in the first place, I wouldn't have had to burn up 2 of my PTO days waiting for a tech that was never going to show up. Very frustrating. I've decided to go with xfinity/comcast, and it will cost me $10/month more. read more

Horrible customer service. Had an appointment set for a Tuesday afternoon, took a half day of work and something didn't get updated in thier system so the tech never showed. Out of the 6 or so reps I dealt with, one actually cared and was as helpful as he could be. The rest didn't really care. Unfortunately, century link has the contract for my building and are the only provider allowed, so they don't really have to care. If you need internet here you have to go through them, and that's exactly how they act. I'm still trying to get service set up, 2 weeks later. They continually make scheduling mistakes and don't acknowledge it, let alone care about making it right. If you have the option, GO WITH SOMEONE ELSE. read more

This is by far the worst service provider you can choose. PICK ANYONE ELSE and save yourself some serious trouble. The installation tech stole from my home and the reps laughed and hung up on me when I tried to complain. I called the corporate office and the receptionist told me there was no way to file a complaint and hung up on me. This is a very, very poorly run company who does not care about the customer at all. Obviously the internet service sucks (read the multiple other posts about that) and I thought I could save money but this horrible experience/spotty service has cost me more in missed opportunity than it's worth. Can't say it enough STAY AWAY IF AT ALL POSSIBLE!!!! I would be so humiliated to be a CEO/leadership/sponsoring this mess!!! It's probably going bankrupt bc businesses run like this cannot succeed once enough people know about it! read more

As a former cable company employee I was Leary about switching to centurylink as I was concerned about the Internet speed being too slow for my needs. I am glad to say that I am happy with the speed my Netflix streams in HD just fine. The installers were amazing and called me proactively and gave me their mobile phone numbers incase I had any other questions. Rick and Keven were great. I can see where my former company needs to do a lot of work on the customer service end. read more

It feels odd to be writing a review of the phone company...probably because most people outside of Washington and Wall Street believe internet should be something that just happens. Like water, gas, and electricity. Unfortunately, in CenturyLink's case, that is not the case. We had 8mbps ADSL and while the speed was substantially better than the 1.5 option, it consistently tested at between 3 and 4. The connection was consistently spotty and Friday/Saturday evenings were the worst. Sometimes it was just downright unresponsive. Sprint's 4G is often better, and that's saying a lot. It's even more difficult to like CentyryLink because their service is terrible. Mind you, everyone I talked to was nice and they clearly have some hard-working people, but their system is just not set up for success. Mind mindbogglingly-annoying voice prompts. A dozen numbers to call for anything. If you have a technical question you have to go through a self-diagnostic tool requiring your account number, which is very difficult if you don't know your account number and can't log into self-service and there are no agents because it's Sunday. Oh-that's right- they have no customer service on weekends or after 6 p.m. We ended our service after our router broke, and faced with the cost of a new one we determined it's the same price for 25mbps with Comcast. I'm not expecting better service, but hopefully the connection will at least be dependable. read more

No customer service on weekends. 3 weeks to get service set up. 3 months in and I'm ready to dump them...

Heidi Clark of Century link sent a lying racist Jacob the Tech to my house and when I called to complain she said if I talk about Race she would hang up on me and she did so I wanted to call her boss every time I called Century link they kept saying that I had paid for service where the tech was supposed to come into the house free of charge but this Tech refused to come in my house the only difference in us was our skin because there's no other reason he could've refused to come in the house because he had just got there. So Heidi Clark put a note on my account that she was going to contact the police and have a police escort come out there because we were harassing her because we said is the problem that he doesn't like to come in black peoples house she did not want to hear anything about race and now she has blocked my number and the police I contacted said I should be contacting them because I pay for a service through them, Century link has gone way too far they really do have terrible reviews and I am aware of this but right now in this neighborhood the only choices we have our Xfinity or Century link does anybody know of anything else, we can use. what has been done to me is an atrocity but I'm a black woman and things like this happen to me regularly read more

They reason why I am giving century link 1 star is because I can't go any lower. Where do I begin(currently wiping my forehead) my bill has never been less than 75 dollars and I have only Internet. The customer service department is so rude and disrespectful I don't know how this company still exists. Once you get century Link it's almost impossible to deactivate your account. They have made so complicated. The process is so frustrating that only a class action lawsuit will make sense. Finally, I got in touch with Nick AA91738 after 3 hours of trying to get a hold of someone. Nick was able to go above and beyond to make sure service was met. I felt sorry for nick for being trapped in a horrible company. read more

Worstcompany ever. Terrible customer service. Would rather gouge my eyes out with a stick then deal with them again

They tricked my parents into extending their service with them, without giving enough information and now they want to get a $200 cancelation fee. The Customer Service is awful. My parents are paying even more than what other companies charge for flat-rate telephone service. This has been a huge headache. Avoid them for your own sakes! ps. They are paying for 20Mbps but the download speed is 12.7Mbps and sometimes a little bit more up to 13.somethingMbps read more

I had somewhat unreliable service in general from Century Link in St Paul, and when I wanted to watch Netflix, it was terrible. It would hang and have to rebuffer half a dozen times times an hour. Usually it just took a minute or two each time, but at its worst, it took 90 minutes to watch a 42 minute program - I know because I kept a journal in case they wanted to give me grief for leaving them early. It seems pretty likely that they are throttling Netlix. Comcast is also a horrible corporation, and their internet service is a little more expensive, but saving the frustration made it worth the change to the evil monolith. read more

This is hands down the worst internet customer service I have ever experienced! The Internet service itself was awful. I had better signal while not logged in! The rep came out to my house twice in 6 months and I spent hours on the phone trying to better the signal. It didn't work. I have never been disconnected from customer service so many times. I have also never paid for a service where the company cared less about their clients. I finally canceled my contract and am very happy to say I will never have to dial their number again! I wouldn't recommend this company to anyone. read more

Horrible experience with CenturyLink!! The internet service they set me up with was so slow. I couldn't even connect to the internet half the time. We only lasted a month with their service. I paid for the install and that month. I called to cancel and they told me they waved a bunch of fees for me. That I was all squared up. Then months later I receive a letter from a collections company from CenturyLink for $107. They tell me I can't talk to CenturyLink. My only option is to pay! For what, a crap service! Thanks for ruining my credit score!! read more

Horrible customer service. Called spent 30 minutes on the phone to set up a disconnect date for two weeks out. Was told it was good to go. Saturday morning we realized our internet was not working. Come to find out she canceled service that day. We were told it couldn't be turned on until Monday. Call Monday and they say it's been longer than 48 hours so we must set up a new account with a new appointment to turn it on (we can't do that today). They can't reopen the account. They took no accountability for disconnecting early. The lady on the phone told me it was my fault because it was disconnected Thursday and I should have realized it on Friday (was not home to realize). She then connected me to the 4th person I was put on hold (have been on the phone for 40 minutes) to wait and talk to and start all over again from the start. Will never use century link again. read more

Awful, awful internet connection! It is so slow and in the evenings streaming anything is impossible. I am not very internet/computer savvy, but have been so disappointed in the connection speed with Century link as opposed to other companies I have used over the years. When I signed up, I was never told that I was locking into a 2 year contract (yes, I should've known better but you'd think the sales rep would have at least mentioned this important bit of information). My bill with Century Link/DirectTV (bundled) was incorrect from the very first statement. I am not one to ever even write reviews, but I wish I could give negative stars here as I most definitely would. read more

The customer service provided by centurylink was so awful we cancelled before our internet service even started. We spent over 5 hours on the phone with the customer service representatives only to find that the Internet startup kit that was sent to us did not work. They had a technician set to come out to repair a few days after our service was supposed to start (apparently "next day installation" means "next week installation") so I took work off to accommodate and the technician never showed up nor did they call to inform us of a later time frame or to reschedule. I spent 45 minutes on the phone trying to cancel service , most of which was spent on hold while they transferred me from department to department to find the proper person to cancel our service. I have never experienced such poor customer service and I would highly advise against considering centurylink as a service. read more

Century link service is affordable, but can be extremely unreliable. Their customer service is atrocious! I called to get a simple answer about my bill (everywhere I look, I'm shown a different price that I owe) and I have to go through a series of automated messages to talk to real person, who then tells me he's not the right person to talk to and I get transferred to a company that doesn't even exist super frustrating read more

This company is a joke. Not only is it impossibly hard to reach the right person to talk to over the phone but they nickel and dime the heck out of you and charge you fees for everything. I canceled my account 2 months ago and got bill 2 months later to cancel my account. When I signed up I even asked the sales person if there was a cancelation fee. Of course he said no and I didn't take down his information because I thought this was a real company not a one that intentionally screws over their customers. read more

I'm a 30 year Quest (Century Link) customer: A common theme here? I just talked to Century Link. My wife and I ordered Prism (or prison) TV, phone and internet for their special price of $129 monthly. After 3 appointments they got it installed and after 6 visits, almost all the bugs were fixed. I still had to reboot the TV about 8 times a day. We called and complained and they offered us $50 off, which surprisingly there was no record of that conversation or any compensation. Then I was offered free HD, which didn't work! When we finally got the bill they are going to charge us $200 monthly. We've had nothing but trouble from the start with this Prism TV crap! Avoid Prism TV at all cost!!! Slow internet, horrible customer service and non-caring tech support, all of the ingredients for a terribly bad experience! read more

This is my first ever review, either negative or positive, on any company. I feel compelled to do so. I continue to be amazed at the total indifference this company pays toward addressing the issues of their customers. How many complaints they must receive over the same recurring issues? I wonder, for example, how many people experience the following, as I do over and over: -Continue to pass the buck (their customer) to other departments, solve nothing -Respond in a totally condescending fashion when asked simply to explain their practices, policies, and procedures for clarification -After not explaining or assisting, blaming the customer for not understanding -Tell customers to online chat, then ask them to call in, all while the website is almost entirely unusable -Consistently raise rates, without offering higher quality anything in return (I might not be so unhappy if my bill went up, but the service improved) Its apparent that the emphasis is just to move along to the next customer and hustle through while merely running out the clock on the day. Hopefully, centurylink isn't too shocked when their customers are just as excited to move on from them. I will admit that tech support has taken care of me when I've needed something. read more

The customer service is horrible. I have never had to deal with such rude and inconsiderate people. I have been totally taken for a ride and can't wait until my 2 year commitment is up so I can get out never to go back. I wish I could dump them but I bundled with Directv. What a mistake. The quote I got was $64.95 per month. My first bill was $180. What?!? Granted $33.33 for 3 months because I purchased the modem which was less expensive than renting. They then added $60 for install of the modem when I requested to have it sent and I would do it myself. I called and asked for a credit and they denied that. Trust me, they are running a scam operation. Their promised price is a flat out LIE! read more

AVOID AT ALL COSTS!! This occurs monthly.. $110+ in charges after being quoted at $50! Beyond horrible customer service: -Hung up on -Transfered 10+ times each call -Wait times over an hour -Bills are never correct/same -Ordered to pay the amount by reps Bundled with DirecTV and what a mistake, century link passes blame and does not attempt to resolve or even listen to true issues. Directv rep actually had to 3way call to resolve issues w CL. Only reason 1 star is given is because I have to choose something, seriously, read a few of these reviews because this is what you are signing up for. 4 months in and am paying fees to get out. I will make the money back, but lost my time and mind dealing with this company and its pathetic excuse for customer dis-"service." read more

If I could I would actually give negative stars. The absolute worst service and customer service I have ever experienced. Would not recommend them to anyone even if they were my enemy. After not having Internet service for 4 days and service being cut off from 11:30 pm to the next day, shotty customer service telling me they will send a tech out TWICE to suddenly have the tickets CLOSED without any service tech coming out. Then the 3rd time of calling they sent out a tech....bad port that they had to replace on their equipment. Oh and they wont charge me for the repair...Oh Gosh Thanks ALOT CenturyLinK? Thank you so much. After that was fixed still horrible speeds, I was supposed to be getting "up to" 20MBps with fiber optic? Oh heck no, let say 1-2 MBps. Was told I would receive a credit for the days that the service was down, get this a whopping $9.39. That is it? That is all they can, BS. After the credit was issued of $9.39 (joke) I told them to transfer me to disconnect my service. They asked why and I told them to look back for the past two weeks and that should explain why I am disconnecting and then insulting me with a 9.39 credit on my account. Now I am back to Comcast, i should have never left them but I thought I would give Century Link a try with their Fiber Optics. EPIC fail CenturyLink. read more

If I could give a NO STAR rating, I would Here is the short story . . . door to door salesman promised my husband we would have better internet speeds than we currently have with Comcast, and told him that we could try CentryLink out for a month and then if we did not like it we could just cancel and keep our current provider. Well, not only do we NOT have faster internet, but somehow CentryLink CANCELLED our Comcast! My husband has spent a large majority of his Christmas vacation trying to get CentryLink to fix this problem and make it right! read more

I have been a faithful Qwest/Centurylink customer for 5 years and when I tried to switch service to my new house today they wouldn't give me the 5 year price lock guarantee because I was an existing customer already. Without the new customer deal it was gonna be $75+ a month for the same speed as Comcast. This company doesn't care about customer loyalty! read more

Now to top it off, I called to get an address I can send a letter to and I get a supervisor Brian on the phone and he in a very condescending tone kept telling me "there was no address, and sorry but its already paid, and there is nothing we can do". So I will have to find an address on my own considering Century link will not provide one. read more

Tricked me into paying more, and when I called them about my losses over 8 months with them, they really didn't do anything.

The worst customer experience you'll ever have. 1hour on the phone to get their billing mistake cleared up. No credit given on the account . Terrible read more