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Business Profile

Telephones

CenturyLink

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

This profile includes complaints for CenturyLink's headquarters and its corporate-owned locations. To view all corporate locations, see

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CenturyLink has 137 locations, listed below.

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    Customer Complaints Summary

    • 3,882 total complaints in the last 3 years.
    • 1,478 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been without phone service for over 3 weeks due to outside cable issues. We have contacted them multiple times to schedule service. Initially, a service man did come out, but nothing was resolved. Now, they just automatically set up times but no one shows, then an automatic rescheduling without any notification whatsoever. I only find out when I go to the website. Today, I received mail that I will be charged $99 for "trouble isolation". Our service number ************* and ************

      Business Response

      Date: 07/17/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.******.

      Upon review:

      Prior to this reply, the customer canceled the service. An adjustment for the trouble isolation charge, billed in error, has been adjusted off the final bill balance.

      CenturyLink acknowledges the customers concerns and apologizes for any issues,inconveniences, or poor customer service that may have been experienced.

      Sincerely,

      ***** S
      Executive Office Case Manager
      Customer Advocacy Group
      ********************** 

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been paying our internet provider, Century Link, by auto pay. On June 4, 2025, we received a disconnection notice threatening to disconnect us for late bill charges of $475.45, which threw us since we had been paying them automatically. Century Link claims they raised their prices monthly by 20 cents due to a tax change a few years ago. The emails we have been receiving did not specify this rate hike; they just simply said "your bill is now available online." Century Link was also tacking on a $38 late fee each month, which they also did not specify in their emails. We have been a loyal customer, paying on time every month, and find this outcome deceitful. Can you help?

      Business Response

      Date: 07/17/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

      Upon review, he customer received his bill each month. As a consumer, it is a his responsibility to review his statement and what he is paying for. The customer has received a credit for a late payment fee as a courtesy. The account balance has been paid in full. CenturyLink is sustaining the charges.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to request confirmation of an internet outage at the following location:Address:*************************************************** (Concord Flats)Could you please confirm whether an outage has occurred at this location, including the date and time it began? Additionally, I would appreciate any available information regarding the estimated time of resolution.Thank you in advance for your assistance.

      Business Response

      Date: 07/16/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** *********. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 

      Upon review, 

      CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  We have verified that there was a previous outage at the customers location that has since then been resolved.
       
      Sincerely,

      Torren P
      Customer Advocacy Group
      **********************

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Account was charged twice for service fees for technician visits. Called to inquire about charges on my bill on February 10th. I was transferred and hung up on multiple times before someone was able to speak to some one regarding my account. During the conversation I was denied explanation of what the charges were for. I explained I have had had techs service my home before but I was never charged. They could not provide a detailed explanation of why the charge was only for certain visits and not others. During the call I told I would be credited for one of the visits $99. I asked why one and not both. No explanation could be given other than its a valid charge. I clearly stated I needed both charges removed since my service was currently still not working. I was told that I would receive a credit for the second service charge as well as they days of non service but it would have to be once the open service ticket was closed. I agreed after a 2 hour conversation and was told I would see the credits on my next bill. Today June 18th I received a disconnect notice for past due balance of $300.00. I called to inquire and I was told I was given a $22 credit for the 7 days of non service and that they would not be waving the second $99 service charge. I asked to speak to a supervisor multiple times as was denied. I asked to cancel my service multiple times and was denied until I placed a ***** tone in my voice. I voiced my dissatisfaction as a long time customer and also listed the multiple dates over the last year where I have had inconsistences in my service and billing.

      Business Response

      Date: 07/17/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Le'******* *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

      Upon review, the customer had a ********** dispatched on November 19 and found an installation by ********* was done incorrect. he had to by pass to restore service. The ********** advised the customer to contact ****** TV to fix. The customer was charged a trouble isolation charge because the ********** was dispatched for an issue that was CenturyLink's fault or equipment. A second ********** was dispatched December 18. The ********** found the same issue so the ********** billed another trouble isolation charge. Charges are sustained.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June 18, 2025--My landline is down. It has been down since June 1st, 2025. I can't receive cell phone calls because of a hill blocking reception. I only have the landline to the outside world. I'm rural.On June 4th, I was visited by my son who was called by the nursing home where my husband resided, ti inform me that ****** had passed away. The facility couldn't reach me because the land line was down again.I need to make arrangements for ******. I had him cremated because I couldn't have ****** in refrigeratoration for a lengthy period. So now I still have to make arrangements at the ***************** buy obviously not anytime soon. 3 times they made appointments and never showed up. Our bill is automatically paid each month. They take the money and give no service.I'm furious. I'm a widow, I'm crippled, I'm a senior (69.5 yrs) and unable to get my husband put to rest respectfully and completely. HELP!!! Please ??

      Business Response

      Date: 07/17/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.******.

      Upon review:

      There are several factors that have contributed to the ongoing service interruption experienced. One was weather-related, in which an HVAC system failure caused other equipment in that circuit to fail as well.

      Additionally, a cable failure due to a contractor, not affiliated with CenturyLink, cutting a cable that was properly marked, who in turn failed to report the incident until much later than required, and a resident that installed locks on CenturyLink equipment then refused CenturyLink access to said equipment even though CenturyLink has an easement and has legal right-of-way.

      Having addressed the aforementioned issues hindering this repair progress, it is expected that repairs to the cable should get underway on Monday, the 21st of July with the expectation that the repairs will be completed no later than Wednesday, the 23rd of July.

      An adjustment for one months charges has been issued in the amount of $134.48, which covers the service interruption through the week ending July 26th. Should there be a need for additional repairs that result in a later-than-expected completion date, the customer may be entitled to additional credit that is commensurate with the additional downtime.

      Should it occur, the customer will need to contact ********************** and request any additional credit that may be owed.

      CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.

      Sincerely,

      ***** S
      Executive Office Case Manager
      Customer Advocacy Group
      ********************** 

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I moved in January 6, 2025. I ordered services they sent a package they never sent the technician out. They kept pushing out the dayfinally in March I said you need to set up services. They said that they already did and I explained to them I have been in no technician has been to my house. You guys have canceled on me four times and I am so sick of it. They said all I needed todo was plug in my box. I explained to them that the box Was plugged in. They explained to me that a technician would need to come out again and look after it, the technician came out, addressed issue that was on the street with the line and then said that we are pushing only 14 and if we needed more, we would needto find another provider they made notes of this. I not once received any Internet from CenturyLink. I will not pay a dollar to them after four months of nonsense, back to back issues with technicians, not coming here me taking a day off work four times just to get services set up, which were never set up. They need to pick up their equipment or send a box this has been a nightmare its ridiculous and they never followed through with their promise

      Business Response

      Date: 07/17/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** *****. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

      Upon review, the service order was for self installation. There was not a technician scheduled to dispatch out to the home to install the modem. Usage shows the internet was used up until the account was suspended for non payment. I have issued credits for the service billed after suspension. All other charges are being sustained. The customer will need to return the modem by printing out a prepaid label at ************************************************************.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for internet and my service hasnt worked for 5 days. I keep sending my day off waiting for service repair. They lie and tell you you have an appointment but it means nothing. Ive waited almost 8 hr in two days!!!! Im furious

      Business Response

      Date: 06/16/2025

      I believe there may be some confusions here.    My company is Quantum Wireless not to be confused with Quantum Fiber by century link.  

      I do not have a customer with the last name *******.   

      Quantum Wireless is a small ISP with service only in ***************.  

      If you have any questions, please reach out! 
      ************ my personal cell

      ****** *****
      Owner

      Quantum Wireless 

       

      Business Response

      Date: 07/17/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ********* *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

      Upon review, the customer submitted a repair ticket and a technician was dispatched. The technician was not able to gain access to the complex after multiple attempts. The customer canceled the repair ticket indicating she was using her own equipment.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      4 times over the past 2 years I have called for repairs to the interface box on the outside of the house (for landline). Bare wires are sticking out of it- insulation has largely worn off due to over 30 years weather exposure. This last time was an appointment this evening- nobody showed up once again, yet a tech closed out the repair ticket saying something about a pedestal (nobody was here and the repair issue was the box, nothing about a pedestal). Talking to customer service about it is just an unending loop of frustration. I cant even get it escalated to a supervisor. Its the worst company *** ever dealt with. I only keep the line for 911 and occasional faxing.

      Business Response

      Date: 07/15/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 

      Upon review, 

      CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  We have created a new repair ticket scheduled for 7-16-25 to address teh NID concerns.
       
      Sincerely,

      Torren P
      Customer Advocacy Group
      **********************

    • Initial Complaint

      Date:06/16/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *** ***** CONTACTED FOR SERVICE TO BE DISCONNECTED ON MAY ******. I REMOVED MY PHONES IN THE HOUSE. CONFIRMATION NUMBER IS **********. RECEIVED A BILL, CALLED ON 5/8 AND SHE STATED THAT A DISCONNECT NOTICE IS ISSUED BUT HAS NOT BEEN PROCESSED. ON 6/10 RECEIVED ANOTHER BILL WITH LATE CHARGES. PHONE SERVICE HAS NOT BEEN DISCONNECT AS I REQUESTED AND I AM BEING BILLED FOR A SERVICE THAT I DO NOT USE OR WANT. I HAVE A BILL FOR *****. VENDOR WILL NOT CREDIT ACCOUNT OR DISCONNECT MY SERVICE. PHONE NUMBER BEING CHARGED IS ************.

      Business Response

      Date: 07/17/2025

      Response to the BBB:

      To whom it may concern:

      CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ********** style="display: inline; color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks;">
      Upon review:

      Prior to my review, the account was closed and all adjustments warranted have been issued. Please allow up to 45 days to receive any refunds applicable.

      CenturyLink acknowledges the customers concerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.

      Sincerely,

      ***** S
      Executive Office Case Manager
      Customer Advocacy Group
      Lumen

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I keep getting billed for services I called and canceled them months ago. I called ************** was told I had to call another number and when I asked to speak to a supervisor I was hung up on. I called ************ spoke to ******* 8D53635 and again when asked for a supervisor was hung up on. Absolutely unacceptable behavior

      Business Response

      Date: 07/16/2025

      To whom it may concern:

      CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** *********. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

      Upon review, the account was disconnected on June 16. There was no call or request to have the account disconnected prior to that date.

      CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

      Sincerely,

      ***** *.
      Customer Advocacy Group
      Lumen

    CenturyLink is NOT a BBB Accredited Business.

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