Cannot contact Centurylink
I cannot contact Centurylink. The app ‘contact us’ feature simply redirects to the website, which does not have mobile chat support.
Calling Centurylink also does not work. Hold times to get an agent are over 20 minutes and the agent either does not understand or cannot provide a resolution. The only thing they will do is tell you to reboot your modem (does nothing when the lines outside your house need repair) and when that doesn’t work will transfer the call to someone else to repeat the issue or kick it back out to the queue. It seems to be designed to trap you in an endless loop of outsourced call center failure and maybe you’ll just eventually give up out of frustration.
I have now been without internet for 21 days. This should have been resolved. Why is there not a self service portal? Have a trouble shooting for common issues and pathways organized by department for when unplugging your modem doesn’t work. An app that would allow you to resolve basic problems like scheduling a technician or sending a message to a billing agent would be helpful.
Calling Centurylink also does not work. Hold times to get an agent are over 20 minutes and the agent either does not understand or cannot provide a resolution. The only thing they will do is tell you to reboot your modem (does nothing when the lines outside your house need repair) and when that doesn’t work will transfer the call to someone else to repeat the issue or kick it back out to the queue. It seems to be designed to trap you in an endless loop of outsourced call center failure and maybe you’ll just eventually give up out of frustration.
I have now been without internet for 21 days. This should have been resolved. Why is there not a self service portal? Have a trouble shooting for common issues and pathways organized by department for when unplugging your modem doesn’t work. An app that would allow you to resolve basic problems like scheduling a technician or sending a message to a billing agent would be helpful.
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Response from developer
We'd like to take a look at your account. If you could please contact us via https://centurylink.com/contact with reference number 08259391 then we can do our best to help. Thank you /Ryan
Awful Company
First off the app has the wrong phone number to contact them for support. When you call it you get a voice message that says the number is not in service. Now when I try to log into it it tells me using both fingerprint ID or actually typing in my password that it failed to get account info. This used to be a good company but if you are living in the Vegas area I would look into COX instead. I called multiple numbers last week and after finally talking to someone they said my router was broken and I would have to buy a new one from them for $160. When I asked when a tech would be here to install it they told me that they wouldn’t send one for that, but they emailed me directions to do it myself. The next day my internet was back to normal so I sent the new router back when it arrived as I didn’t not need it, and they are still trying to charge me for it even though it is back at there building because I have a confirmed arrival date and time. Do not use this company, save yourself the hassle.
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The worst customer service possible
I have contacted Century Link over 5 emails, 6 chats and 4 phone calls over a six week period to cancel my service and provide me the information to return my modem. I cancelled my service in June 14, 2020 and was recently billed for July service. I’ve requested the mailing address to return my modem via 4 phone calls (all answering from India) and each time I was told I would receive a mailing slip within 7 days. That never happened. I requested the address for the return be sent to my email which also never happened. I’ve now contacted the State’s Attorney’s office and received a reply that they are looking into this case. Oh yea and by the way Century Link for obvious reasons is not a member of the Better Business Bureau. Look anywhere else for your internet or phone service. This company could care less about you.
Brett Brown
Naples, Florida
Brett Brown
Naples, Florida
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Not happy
I signed up for this service 3 years ago and at first it wasn’t bad, but now the quality of our internet is horrible. It constantly lags just trying to watch Netflix and dare the wind blow very hard or rain cause then it goes out completely! We have better internet service on our phones than this. My kids have had to do their homework on their phones being out of school for covid 19 because of this. I’ve been loyal to CenturyLink even tho we’ve had other carriers to choose from locally and I didn’t switch because I like to stay loyal to a service. I just opened my bill to see I did not pay it for March 29 and now owe for that month and this one which is due in 12 days and I see a $15 late fee. I understand there is a $5 late fee when you don’t pay on time normally but CenturyLink is supposed to be waiving the late fees as most other company’s are at this time for 1. And second why 3 late fees for 1 month that is late!?? Guess it is time to start checking for better internet service.
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Worst service
Worst service I’ve ever had but unfortunately the only choice we have after we moved last fall. Can’t wait for the day another service provider makes their way into our neighborhood. Service drops all the time, calling tech support or live chat is almost useless and they say they have to send someone out (and that may cost you $85 if they find it’s a problem on your end) and the times they’ve come out .. “yeah we need to bury that cable but we’ll have to wait until summer. We were supposed to do it last summer but not sure how it got missed..” so we keep paying for less than mediocre internet because they didn’t do their job last summer. We’re more than annoyed but need internet for work (even if it’s the worst connection ever). Stay away if you can.
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Horrible Service!!
The app for CenturyLink it convenient and user friendly, 4 stars. The customer service reps are maybe 3 stars. As for the service itself 1 star. I have had CenturyLink Internet for over 10 years. I have had this provider because it’s the only one covering where I live at the moment. Just over the past year I have added a landline. I added the landline because a customer service rep said that my internet speed would be fast and better quality and my monthly bill would go down. Well it was a lie. Over the years my service seems to get worse. I can only have, maybe, two devices connected to my WiFi at a time and I ALWAYS have to wait for the loading screen at least once during a tv show or movie. The sad part is that we even upgraded to a new model modem. We pay the full amount for half the quality of service.
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