Horrible customer service
Takes multiple attempts even to get a chat to come up for customer service. Autofills an account number that was changed last year and only mentions one of three phone numbers I have with CenturyLink. When they are about to actually do whatever they say, they’re going to do to move the problem forward, you lose the chat, and have to start all over again. I have spent 12 hours on this today, and still no closer to a resolution. Time to change Internet service providers.
Second day, four more hours of wheel spinning with the app repeatedly trying to use an account number that was changed last year by CenturyLink and not knowing about all three phone numbers. Worked my way around that twice. Finally got a functioning chat window and all the way to a technician appointment — in two weeks!!!!!
So much for 24/7 support.
Nothing the app developer can do about a broken support system with understaffed technician population.
I’m switching to Comcast, which can roll out an installer in five days. If there had been cable at the house before, I would already be up and running.
Second day, four more hours of wheel spinning with the app repeatedly trying to use an account number that was changed last year by CenturyLink and not knowing about all three phone numbers. Worked my way around that twice. Finally got a functioning chat window and all the way to a technician appointment — in two weeks!!!!!
So much for 24/7 support.
Nothing the app developer can do about a broken support system with understaffed technician population.
I’m switching to Comcast, which can roll out an installer in five days. If there had been cable at the house before, I would already be up and running.
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Response from developer
I apologize for any issues you have encountered when trying to reach customer service. Please feel free to contact us at talktous@centurylink.com with reference number 79347954 in the subject line and we will be happy to look into this issue. ~Cherie
Still waiting for my Service??
So I was basically forced into using this internet provider due to moving into apartments that strictly requires that service provider. On about Tuesday the 2nd of 2024, my modem was dropped off at my apartment room, so I downloaded the app and followed directions, expecting my service to come in so I could start using wifi. After around 3 failed attempts at this step by step process on the app, I tried calling customer service (which I hate to say but is easily the worst customer service I have ever received) just for them to drag me through a 5 hour mixture of being transferred and put on hold to worthless conversations about the account associated. All in all, not a singular option on that list of troubleshooting tips did a single thing for me. Eventually after 9 hours nonstop of calling them I finally got my answer which was “Your Modem wont be activated until the date it was supposed to arrive.” So flash forward to now… It’s been 8 full days without wifi connection, and another 2 on the way because apparently “they can’t make it out here to figure it out.”
Basically, if you can do anything you can to avoid Century Link, I would do that.
Basically, if you can do anything you can to avoid Century Link, I would do that.
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Response from developer
I'm sorry to hear that you've experienced issues with your internet installation. Please feel free to contact us at talktous@centurylink.com with reference number 78709910 in the subject line and we will be happy to look into this issue. -Kristin
Worst experience I’ve ever had with a company
I have had Centrylink for over a year and I swear I get issues on average once every three months. Usually with the router not connecting to the NIU box. At random times the router will just decide to blink blue. Did I also mention our Ethernet is the only one that works? Out of the five technicians they’ve sent none of them are able to help me get the WiFi working. I work from home and do not have a car and am forced to pay to get to work through Uber every time this happens. Totally ridiculous. And the amount of time it takes for them to send a technician is insane. It is going to take a week for someone to get out here and that means I have to spend nearly 70 dollars a day both ways to get to work. I should’ve known I was in for it when they were setting it up and three separate technicians located my NEIGHBORS NIU BOX and without so much as a consultation assumed that it was mine and left without installing anything. Horrible company, horrible wait times, inconsistent service which is decent at best (when it works) and a total waste of 75-80 dollars a month. So frustrating and I can’t even switch because it would take weeks most likely to get a new provider and I literally cannot afford to do that. PLEASE DO BETTER
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Response from developer
I apologize for any issues you have encountered with the internet. Please feel free to email us at talktous@centurylink.com with reference number 71556807, and we will be happy to assist. ~Cherie
Never get to talk with a “live/human”!
There is no such thing as customer service anymore. No one returns a call only text messages or emails! And it’s not thru CenturyLink….but AT&T! My 5 kids gave up their land-line and we’re thinking about it! Extremely very, very poor customer service. Actually no customer service at all! We’ve were without service for over a week as of yesterday! They said on Monday it would be fixed by Friday (today). Then they sent a text it that would likely be sooner. My wife has a pacemaker that is monitored via our phone line?! We both have medical issues and need our phones. I just got a text from “the tech” that read repairs have been completed? What happened? What took so long? Why we haven’t had any bad storms! No explanation as we had asked for as to what caused the problem! If this happens again and it takes a week, we’ll likely go to our cell service or Comcast! This has been worst service we’ve had in over 50 years and we were told we’d never had an increase in prices. We’ve had two small increases since we were told that LIE!
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Response from developer
I'm sorry to hear you have experienced issues with your CenturyLink service. Please feel free to email us at talktous@centurylink.com with reference number 66028774 in the subject line and we will be happy to assist. -Kristin
Never get to talk with a “live/human”!
There is no such thing as customer service anymore. No one returns a call only text messages or emails!
And it’s not thru CenturyLink….but AT&T! My 5 kids gave up their land-line and we’re thinking about it! Extremely very, very poor customer service. Actually no customer service at all! We’ve were without service for over a week as of yesterday! They said on Monday it would be fixed by Friday (today). Then they sent a text it that would likely be sooner. My wife has a pacemaker that is monitored via our phone line?! We both have medical issues and need our phones. I just got a text from “the tech” that read repairs have been completed? What happened? What took so long? Why we haven’t had any bad storms! No explanation as we had asked for as to what caused the problem! If this happens again and it takes a week, we’ll likely go to our cell service or Comcast!
This has been worst service we’ve had in over 50 years and we were told we’d never had an increase in prices. We’ve had two small increases since we were told that LIE!
And it’s not thru CenturyLink….but AT&T! My 5 kids gave up their land-line and we’re thinking about it! Extremely very, very poor customer service. Actually no customer service at all! We’ve were without service for over a week as of yesterday! They said on Monday it would be fixed by Friday (today). Then they sent a text it that would likely be sooner. My wife has a pacemaker that is monitored via our phone line?! We both have medical issues and need our phones. I just got a text from “the tech” that read repairs have been completed? What happened? What took so long? Why we haven’t had any bad storms! No explanation as we had asked for as to what caused the problem! If this happens again and it takes a week, we’ll likely go to our cell service or Comcast!
This has been worst service we’ve had in over 50 years and we were told we’d never had an increase in prices. We’ve had two small increases since we were told that LIE!
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Response from developer
I'm sorry to hear you have experienced issues with your CenturyLink service. Please feel free to email us at talktous@centurylink.com with reference number 66028774 in the subject line and we will be happy to assist. -Kristin
Same issues as grand prairie
I, too, am having very similar issues as grandprairie mentioned in their review. I have to telework for my job right now and intermittently throughout the year and encounter the same problems. My internet randomly disconnects, the app doesn’t always load on my phone when customer service is not available after hours, which is now outside 8-6, M-F— there used to be Saturday service. Also, I have been lied to in the past about on site tech service when the rep on the phone has scheduled a visit from a technician, twice, and they didn’t show up. And I took a day off waiting for them each time only to be told later that on site service was NOT available on those scheduled days. CenturyLink eventually fixes the problem but not without days of frustration. For example, this week, the chat bot claims a tech is going to call me and never does. I downloaded the app and it worked once then crashed afterwards. This has happened several times the past few days. Please help. Thanks.
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Response from developer
We are sorry to hear you have experienced issues with customer support and repair services. Please feel free to email us details to talktous@centurylink.com with reference number 58461129 and we will be happy to assist. -Melinda
Finally Freedom
Today is a wonderful day. I’ve been attempting to get connected to my account, register it, so I can use the modem and get WiFi in my home. I had a technician here and he got the modem working but I still couldn’t get connected to it.
Well, today my life has changed. If I knew the woman and man’s name that helped my today I’d give them a gold star for knowledge and customer service. Excellent!!! I’ve talked to other people at Brightspeed but no one was able to understand what I needed but these two (2) people.
I cannot say enough for their service. I am 77 years young so you know I’m not tech savvy. I sincerely hope I didn’t disturb their day too much with all my questions. They blessed me with patience and courteous service.
Thank you.
Well, today my life has changed. If I knew the woman and man’s name that helped my today I’d give them a gold star for knowledge and customer service. Excellent!!! I’ve talked to other people at Brightspeed but no one was able to understand what I needed but these two (2) people.
I cannot say enough for their service. I am 77 years young so you know I’m not tech savvy. I sincerely hope I didn’t disturb their day too much with all my questions. They blessed me with patience and courteous service.
Thank you.
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Response from developer
Thank you for taking the time to leave a review and tell us about your experience! ~Courtney
Worst Customer Service
I haven’t seen worse customer service in 30 years. I have been having constant Internet issues. In my area I have fiber optic, supposed to be getting 940 MBPS, not getting over 100 MBPS. I have honestly spent 10 hours on the phone with their team, only to be hung up on, disconnected and not have my problem solved. Every rep tells me I have a different issue, yet never resolves it. They then tried to sell me a new modem for $200 or pay $100 for a technician to come out. After going up multiple levels, they finally sent me a new modem, only to not help me, rush me off the phone and say they will send out a technician in 4 days! The next available day is Christmas Eve or the following week. Century Link has ruined my holidays. I work from home and cannot go this long without internet.
I wouldn’t wish CenturyLink customer service onto my biggest enemy.
I wouldn’t wish CenturyLink customer service onto my biggest enemy.
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Service is not reliable at all.
The Internet for CenturyLink service has incredibly decreased since Covid. I literally witnessed, on a weekly basis, the Internet slowing & decreasing its ability to stay connected so I would be able to teach my classes online. I have a family of six that were living with me at the time. We all used to be hooked up and had no problems streaming and searching online for things pre-Covid. But as I said, with each week we watched our Internet service decrease and four of the family members had moved out of my home, so I was even having less devices being used in my home. It is extremely frustrating and sad to see a company that my family has been with for so many years become horribly bad mouthed. I do not recommend the service at all.
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App Inaccurate
Overall I’ve enjoyed my experience with Century Link, so I want to be transparent and mention the two star rating is for their app. The app is handy in all aspects except for their payment history. I had a payment return I was unaware of and when discussing what the issue was with my bill I wasn’t able to actually use the app’s payment history as proof as it only documents the original payment. So if the payment doesn’t go through it’ll document as paid and provide a confirmation number even though it should’ve been documented as unpaid. I think if the app developer(s) are able to have the app’s payment history reflect what’s going on past the initial payment that would be wonderful.
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