CenturyLink Store

Last week and this week I have been on the phone with customer service — in the Philippines with technicians who don’t communicate well in English for almost 3 hours each time. They have me trying to reset my modem over and over and over again. They said they have a new server for my area and that is the reason. Nothing ever comes up until they speak with a technician in the local area, so there is no use resetting your modem, you are just wasting time.

Terrible customer service regarding calling for new service, new construction, etc.

I Ordered DSL internet and had a required scheduled appointment for installation. It between 8am — 5pm, so I took time off or work and waited. No showed up or called to reschedule or update me on the status. I called customer support and was put on hold countless times until eventually when I got a live human, I was told that I need to be redirected to the «other Century Link» which I was part of because I only had a 9 digit account number. Suffice to say after hours of being on hold and being redirected to dozens of operators, ultimately no one could give me a status or update on my service installation. I was just repeatedly told,
«its possible the installer will show up tomorrow between 8am-​5pm, please be available for the installer to access the home.»
After over week of this foolishness I cancelled the install without ever receiving a call or update from Century Link. The entire process felt so unprofessional and shady, as no one I spoke to really knew what was going on or who to talk to get more information. By far they WORST customer experience I have had with a telco to date. And that includes Comcast, Charter, Verizon, and ATT.

This review is actually for the 1 – 800 customer service line. This business is IMO an organized crime organization. They lie and threaten the customer. I made numerous calls to cancel, was assured I had canceled only to continue to get bills and be told ‘no I had not canceled’. Finally had to go in person to the gig harbor office and get confirmation in writing. I had been lied to previously when I was told I would not have a contract on a promotional rate as well. Whatever you do don’t do business with Century Link. And sign a petition to take their name off the ‘Hawks stadium.

I need to be clear here that the review I am giving is not based on the service from the local company here. Each time have spoken with someone here at the local office I have always been treated with kindness and respect.
My struggle is with Centurylink and their DSL in general for our area. I have spent time and time again in contact with them reporting sketchy, slow or NO service and time and time again they say their is no problem or have me purchase a new modern (from them). On our 3^rd in 2 years. Even went out and bought one from Staples bc one of their tech recommended I do. Took it back bc I was still having the same issue. Last week my phone line and DSL went out completely. This time it’s a bad DSL port. Still having the sketchy, slow or no service. This is very disappointing that I am paying for a service that I am not getting over half of the time. Unfortunately, they are the only provider in our area. Any suggestions???

If only I could give negative stars. This is, bar none, the WORST company and customer service I have EVER encountered in my life. If I had to deal with them on a daily basis I would be at the doctor for blood pressure medication– or dead. I cannot even describe the level of ineptitude starting with their customer service and ending with their automated services. Worse yet, my eyes popped out of my head when I got my first bill. Do you think $ 200 for less than 2 weeks of internet is fair? $ 85 fee here, $ 30 here, blah, blah, blah. When I called to try to iron it out I was absolutely blindsided by a charade of «how not to treat your customers.» It’s much worse than I can describe.

I didn’t start out not liking Qwest. But they soon pushed me in that direction. I had an Internet connection through them, the wife had the phone. Qwest insisted that we combine the two accounts and pay one bill, or they would charge us MORE! Easy enough. I found another ISP. Actually a better one, but that’s a whole’nuther review. We kept the phone with them because there really wasn’t much else out there. Whoever we went with almost always charged us WAY more than the plan we thought we were paying. They tell ya…“oh its only $ 29.99 a month” but they DON’T tell ya there are about $ 25 worth of taxes, fees, and whatever attached to the bill by the time you get it.
NOW they call themselves CenturyLink. They call me with an animated message saying they need to talk to me and call such and such a number. I figure, they want me they will call back. When they did, I answer the phone, ANOTHER animated message to call them back. I hang up. Next morning. NO PHONE SERVICE PERIOD. No one called to say anything… the animated message could have outlined the consequences before they did that. «Call us back or we will disconnect your service». How hard is that?
So I switch to Vonage. So far so good, once the VBox gets here. It was supposed to be delivered yesterday but I was at the doctor. So they (UPS) deliver today during a 4hr spread. That will be later this afternoon. My service with Vonage starts this morning, I am not hooked up yet until I get the box, and guess who disconnects my phone first thing in the AM? CenturyStink.
I told the lady on the phone when I was straightening out our billing «I haven’t even started doing business with you people and you have already got me so PO’d I don’t want anything more to do with you!» Paid the bill… moved on to Vonage.
My folks have no other choice living out in the sticks, and they’re just happy to have ANY service, but from what I have seen not having anything at all MIGHT be the better choice.
YUK!
I will go wash my hands now.

10÷3÷2011 Update
Everything has been going great since the install. Both the internet and DirecTV service people were really friendly and they showed up when they said they would (unlike with my experience with Comcast).
The internet works very well, and the reception for the satellite TV was great even with heavy rain and wind we had recently. Admittedly, the internet at my place is 10 mps, half the speed of what I had with Comcast, but for what I do online it is sufficient, movies and YouTube videos are still streaming. If CenturyLink were to ever offer a higher speed, that would make me a SUPER happy customer.
Also, if you’re not sure if you want to spend the extra $ 3 a month, I really love the Whole-​Home-​DVR through DirecTV. It’s nice to watch a recorded show in the bedroom or out in the work-​out room. I also like setting shows to record from my SmartPhone, and my partner is thrilled with the free SundayTicket.
Most importantly, once everything was set up, it was so satisfying to give Comcast the finger. They overcharged me for too long. When I went to cancel, I had to wait in a line of 30 people with two people working the window, a room without enough chairs and no bathroom (a cop even came in to try to switch his DVR and he was harping on Comcast so much, it was amusing). I wondered as I held my three receivers, «what exactly was I paying for.» (I have a video of the waiting room and the two tellers that I will try to get to posting at some point).
But CenturyLink has been good so far. I only wish that you had a clear contract in writing before starting, just something that makes me uneasy.
I’ll provide an update if I run into any snags but so far, even though getting to this point was a nightmare, the service from install until now seems pretty great.

Worst outfit ever… and I’m not even a customer yet. I’ve got raw land on the Key Peninsula (Lakebay) and can’t even get a straight answer on how to get a cable in the ground. My trenches are dug, all other utilities in. I was told by a guy on their service truck to just stop in the office and get the cable I need to prepare for hookup. I keep calling the Gig Harbor number but get transferred to: Louisiana, Wisconsin, Minnesota. These people keep insisting that I tell them what number I’m calling about… Duh?! I don’t have a number yet! Finally got a hold of a chick in Gig Harbor who promised to get me some answers but has gaffed me off and never called me back. I can see where this is heading…

If I could give «Century-​hell» negative 2 million stars I would. Service sucks. Over priced garbage DSL. Zero customer support. Unfortunately I live in an area with few options for phone/​internet service, which is the only reason I stayed so long. They take full advantage of their monopoly in rural areas. They are claiming I owe over $ 100, even though I don’t. They are high on crack if they think they’re getting one more dime out of me. Period the end. I hope they burn to the ground.