Why CenturyLink Sucks: CenturyLink Sucks | Stay Away From CenturyLink

I’ll keep this post short & sweet…As a Internet Service Provider…CenturyLink SUCKS!

I know living in small town can have its drawbacks, but from my point of view, if a ISP..specifically CENTURYLINK, can service this area and wishes to bill the customers who use said service, than am I wrong to assume that whenever I wish to access the internet, which I’m paying a mighty price to do, I should be able to do so 24/7 and when I can’t, I should be compensated for the price I’m paying, even when beyond a shadow of a doubt, the technical issues that are not allowing that 24/7 experience to take place are NOT MY DOING?

Why is it when I go to use my phone, no matter what day/time it is, I’m able to successfully make a phone call without issue?

Why is it when I go to turn on my TV, no matter what day/time it is, I’m able to watch TV without issue?

Yet, when I want to get online and actually do some work…seeing as I work from home…that my internet just doesn’t seem to want to stay ‘on’ between the hours of 8am to 11am…3pm to 6pm…and 10pm to 2am…!

Why is it when I go to call CenturyLink Technical Support, they always say the “issue” is on my end…

* Faulty wiring outside the house!
* Faulty modem
* Faulty wiring within the walls of my apartment!
* Or my favorite..I have the modem and phone line coming out of the same wall jack with NO FILTER!

WTF?

All I want is someone to say is..

”I’m sorry Mr. Customer of the last 3 years…but unfortunately, even though we service your area, you live so far out in the fucking boondocks, that by the time the main feed out of Spokane hits your area, everyone and their mother is online either watching porn, playing World of WarCraft, or farming like a mad-man during the Great Depression that not everyone can have a consistent, reliable, always ‘on’…24/7 internet connection!”

That’s all I’m looking for!

But no!

It’s always the same bull-shit run-around….”have you cleared your cookies?” “Have you rebooted your modem?” “Do you have your modem and primary home phone on the same phone jack?”…are you kidding me?

And why is it I always talk to the same fricking ID-10-T when I call support, regardless of what time I call? Holly shit batman, do you ever go home?

For $75 dollars a month, you better give me 24/7 internet, otherwise, bill for the actual time your company can provide a consistent connection..much like cable companies should be allowing us to pay for the channels we ACTUALLY WATCH!

For all the sh** I’ve heard about how bad Comcast support is..I can tell you this…I CAN’T WAIT TO DROP CENTURYLINK AND BECOME A COMCAST CUSTOMER!

As a former customer of Comcast, I always had a 24/7 internet connection and rarely ever had to call support!

So in closing…these past 3 years and the sh**ty service I’ve received from CenturyLink and the ridiculous ‘support’ I’ve received and the countless hours I’ve wasted w/their technical support AND billing departments….trying to get this ordeal corrected and my plan adjusted to no avail…is why CENTURYLINK SUCKS…they suck so bad, I wouldn’t wish their service on my worst enemy!

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36 Responses to Why CenturyLink Sucks: CenturyLink Sucks | Stay Away From CenturyLink

  1. Down with CTL says:

    Working here is no picnic either… I can say this about CenturyStink, they treat customer and employees equally as bad. No discrimination here. Customer, employee… no matter, they will dick you around just the same.

    • Crystal says:

      So pissed of with the service they bait and switch and tell lie after lie
      We have had soooo many problems with there customer service and when you call up to try sort it out they just straight out lie to the customers and bait you into a contract then without telling you before you even get your first bill the switch your service to something you did not agree to and said we could have the service we signed up for if we pay more money

  2. Garfield says:

    Using Century Link-Everyday is problematic,everyday!
    Imagine Century Link in major urban centers (NYC,DC,LA……), from competition they would be out business within 6 months.Saddly,there are some good people that work there but the corporate drive for profit has overcome any interest in their customers and more shamefully-their own employees.Just another terrible corporate person !
    I lived in rural southern Mexico for 12 years-internet service was faster,more consistant quality and they credited account pro rata for downtime and bandwidth drops !

  3. JC says:

    CenturyLink is good at 1 thing: Blaming others for their problems. In one call I have been told they had server problems, next I had Outlook problems, next I was told I had iphone problems, then I was told I was having settings problems. They mannaged to resolve the issue by being accidentally disconnected. Oh, by the way, CenturyLink, when at a loss, gets “disonected”. You are welcome to call back, but you have to start all over. You get the run around!!

  4. Michael Perry says:

    I have had AT&T, then Qwest, now Century Link for years. I think I started with then about 40 years ago…. back in the 70’s any way. In the NW, we were logged as the worse phone service in the nation, but I stuck with them.

    Loyalty counts for a lot with this company. I lost phone service (but internet still works) and they want me to call in for service. If i had a phone, why would I need them?

    I called from work. Previous to their suggestion (cycle the modem) I had outward dialing. Afterwards, nothing. I got into chat with one of their customer service people tonight, after a 4 hour wait. After chatting, she basically told me to piss off.

    Part of the problem is they opted me into online notification of bills, w/o my agreeing to this, and w/o me being able to log in. Accessing their service online apparently requires having a bill in front of you to get your customer number from it.

    So, I guess my next option is to go with cell phone and cancel my service with them… or have 2 phones at twice the bill?

    • jesse says:

      apparently…. no shit you need the bill dumbass do you expect them to know your acc number and make the acc 4 you and no they didn’t put u on online notifications without u ageeing because you have to request that to be done fucking retard stfu please cancel i hate dumb fucks like u calling in

  5. Ivy says:

    Agree with everything you said. Totally on point about century link.

  6. RAD says:

    Business voicemail indicator not working. Called twice. “Problem not on their side”. Fine, time to get a new phone system. Spend hours researching for new office phone system. Purchase new system and installing new system. Voicemail indicator not working. Called CenturyLink and finally fixed on third try. All I get is “we are sorry” and credit for $10 for their mistake. Disgusting company

  7. Katie says:

    I’m using centurylink here in Las Vegas, NV, not exactly the sticks/ boondocks and the quality is so bad, I swear my old 56k connection was more reliable than this.

    • Sam says:

      I’m in Vegas too and our connection is horrible. Just as I went to click on this article’s link my internet connection died so I had to wait a few minutes for it to decide to work again. At the same time, my cable is on the fritz too. Soooo disappointed with them. We are selling our home and will not sign up with them in the next house.

      • ItzMyOpinion says:

        Sam..

        Considering your location (Vegas), I’m really surprised that your service is pretty bad! Would have imagined a large city such as Vegas wouldn’t be as bad as some small town out in the ‘sticks’, as I was just over a year ago!

        Good luck w/the move to the new house…and hopefully you’ll find a much better cable provider in the not-too-distant-future! :-)

  8. Arkrocker says:

    Billing and financial services is a hoot as well. I’ve spent more than 4 lengthy conversations (except in a conversation it is assumed there is some give and take) trying to get Centurylink to credit a charge for a modem returned months ago. I’ve been cheerfully paying the regular fee, less the modem and found my service cut off this morning for being late. What a great company! Now I’ve learned that the people who couldn’t or wouldn’t credit the account while I was on the line were full of ****. Now the account is credited properly, finally, (I think) and after waiting on my end for service to be restored it has become apparent that they simply do not care. Centurylink didn’t even offer to make it right somehow.

    Even Comcast…the suckiest of the suckies…doesn’t get it screwed up as badly as this.

    There….I feel so much better.

  9. John says:

    This is so spot on. I feel like I have relived the past 11 years in these comments. My favorite comeback when having internet problems, “how far is your modem from your wall jack? it can’t be over 3 feet.” I have cancelled all services with them including Direct TV (which I had complete success with) and now they are trying to bill me for 2 months of Direct TV I did not get . Not to mention after 6 calls to state that I was disconnecting the service they now show that it was disconnected for non payment.

  10. melisa says:

    Ill keep it short and sweet. Avoid Century link like a disease. It is the worst company that I’ve ever dealt with. Not only coverage and billing but the non customer service is unbearable!!!!!! Never ever use century link.

  11. Refresh says:

    Why is it that whenever I make a change to my phone service, I lose internet for up to a week?

    Want to add call waiting? No internet for you!

    Want to add call rejection? No internet for you!

    Want to change your phone number? No internet for you, and we’ll give your number out to everybody, even though you want it unlisted. Twice.

    Fed up with our service and want to cancel your voice line ? No internet for you!

    Today will be a day of calling cable companies, to see what it is going to take to run a piece of cable down my street. They have 10 customers on this street who are begging for better internet, phone, and even TV service, and I am pretty sure they would have ten brand new customers in about 30 seconds.

    I’ll be trying to get find the owner of what appears to be a brand new piece of fiber optic cable running under the end of my driveway. If I have to get a business license and wholesale network services from the county, it might be worthwhile to quit my day job and become an ISP.

    CenturyLink has consistently fell down on the job for the last six years that they have been our provider. What I don’t understand is how they remain in business. A quick internet search for the phrase “CenturyLink Sucks” turns up THOUSANDS of dissatisfied customers.

    • Admin says:

      I have no idea how they’ve been in business this long as well…the only thing I can think of is the old saying…”there’s a sucker born every minute!”…

      Am now with Comcast for the last 6 months and LOVE IT…speeds are up over 50mbps..and even my UPLOAD speed is 10X faster than what I had from CL for ‘download speed’… :)

  12. Refresh says:

    Let me know what your trick was to get Comcast to serve your area! Right now, CL is the only provider here. :(

    • Admin says:

      I Moved from that small town just outside of Spokane…to the west side of Washington where Comcast services the area alongside CL! :)

  13. Joe Michaels says:

    yes, they do suck! i only have 1.5mbs service and pay $35/mo, but i can’t download anything without getting ‘failed: network error’. damned if i’m going to pay for more speed to a company that sucks so bad! i’m camcelling in a few days before next month billing starts and going without internet access. hell, we pay verizon $200/mo for data/phone anyway.

  14. QuakerJ says:

    I signed up for Centurylink about three weeks ago. I would normally opt for Comcast (cable) but I’m now in a po-dunk town that only CL services. Okay, I’ve had slower DSL (5mbps AT&T) before and lived with it, it can’t be that bad, can it? With CL, YES!

    So the service is supposed to be 12Mbps, fairly fast in the world of DSL.. Well only if it works! I opted to use my old modem (I’m an IT professional and can set my own stuff up) which is ADSL2+ compatible. Clearly CL would rather you pay the $10 a month lease, because on my first call to them (to get my PPPoE username / password), they wouldn’t give me one IOTA of help, because I didn’t have one of their modems. Excuse me? I tell the lady that without a username / password, I cannot use their service, no matter which modem I have. She doesn’t care and essentially hangs up on me.

    On my third try, someone finally does give me a username, password, encapsulation and all the various settings I need to configure my modem. But when I plug my modem in, I notice the DSL Sync light won’t become solid- so no synchronization = no workie, even with my username, password and various info configured in the modem. Again, I know a thing or two about IT and DSL (hell, I’ve had it before), so I try outside my house at the NID (network interface device, the telephone box outside). Plug it into the test port to eliminate my house wiring as a possible cause, and still doesn’t work. Try my modem at a friend’s house… Works fine.

    So over three weeks I try calling CL in the afternoons after work. Spend 45+ minutes on hold each time, and when I finally get ahold of someone, they pretend like they can’t hear me. “Hello? Hello? Sorry, can’t hear you, please call us again at 888-blah-blah-blah.” My cellphone works fine at home, so it’s not a phone issue, rather their incompetent customer service.

    Got my first bill and realize I better call and raise hell as now I’m being charged for something I can’t use. I try calling at work and when I finally get someone they tell me my modem is too old and not supported. BS! It works at my buddies house. Then they tell me my house wiring is at fault. BS! I tried at the test port of your own telephone box before it enters my home. She continues to deny fault and says they’ll send someone out for $85 because the problem is on my end. No it’s not!!!

    GRRRR, I’m livid at this point. What’s most frustrating is that because of lack of competition I’m forced to use these incompetent jerks. It’s too bad I moved out of the city, because Comcast was nothing short of amazing! 12+ months and never had to call in once, other than to get them to extend my promotional rate, which they gladly did to keep me as a customer.

    • Mike says:

      If you proved that it had no service to the demark, then there is no charge for tech dispatch. They quote the hypothetical charge if trouble is beyond the NI. A big problem I frequently see is that assignments were wrong. If your service wasn’t activated via a tech coming inside and installing your service; the service may have gotten assigned to the wrong address. Remote/non-dispatchable service is unlikely to work. The system that does remote activations isn’t very accurate. A tech is always recommended for initial install to make sure it lands at the correct pair. Your request for service at your address may have activated service at your neighbors.

  15. Caleb says:

    I agree. Centurylink is the worst company to ever exist, and it’s funny how tech support says the same bullshit to us

  16. Mike says:

    Passing the buck is an understatement. I work at Centurylink for the last 6 years. I’d say the biggest issue is our process analysts, trainers and coaches. They write and communicate the processes employees are to follow to serve customers needs. Not one in the 6 years of them have ever done the job in which they train and “support.” All processes are written wrong, you get put on discipline if you do things in a way that does work. Many written processes violate PUC tariffs, make service impossible to provision and make items bill incorrectly. You are more likely to get good support calling I to customer service than repair for certain repair issues. NEVER ask for a manager. That is asking for the least qualified person in the center. As I stated, none of them I’ve met have ever done the job and usually get hired in per manager experience at an unrelated company. The average tenure of experience in my department is around 10 years. Managers role is to play the new hire even if they have several years. Ive serviced nearly every FORTUNE 500 telecom carrying company in the world based on referral per the people in the appropriate telecom channels have such a narrow understanding of telecom and data transmission. To get the appropriate support, you need a knowledgable telecom analyst, which isn’t always economically feasible for a home operation.

    • Admin says:

      Mike…thanks for the reply and sharing your knowledge!

      I’ve had to ask for a manager only once w/CenturyLink, but have done it w/other companies as well and can confirm that’s not always the brightest idea because, as you’ve stated, doesn’t confirm you’ll get someone more qualified or even more knowledgeable!

  17. Daniel says:

    I’ve had their shitty service for years. I’ve been told lies, had my bill increased – then some guy brings a fiber optic cable to my town and they send me a nice letter telling me that the $80 a month I’ve been paying for 3 MB internet service can now be lowered to $39.95 a month for 10 MB internet service. WOW! Really?!?! And all that had to happen was someone bring a high-speed fiber optic cable to my town and start hooking up houses? I settled for their offer of $39.95 for 10 MB internet and it has been shit since then. They recently increased my bill by $10 a month without telling me anything and when I do a speed test, it is rarely anything close to 10 MB – its usually between 3 and 5 MB.

    I’m going to pay the $100 connect fee to these fiber optic guys who offer 30 MB internet for less than what I’m paying now and CenturyLink can lick my balls.

    • Daniel says:

      I forgot to mention that they forced me to pay for telephone service the entire time I was with them. They kindly let me know that I no longer had to pay for telephone service to use their internet service. Jackasses.

    • Admin says:

      That’s BS! I’d complain to the FCC that ‘broadband’ is defined as 4mbps and higher, therefore, your ISP (CenturySucks) is NOT providing that but they’re charging for it!

      • Mike says:

        There’s technicalities that are used for customers paying for 1-2MBPS “High speed internet” instead of broadband. The legal department makes sure the term “broadband” does not show up on any term agreements or invoices; only the words, “high speed internet.” This allows for FCC compliance. Same thing with using “term agreement” instead of “contract.” A term agreement is a verbally agreed to term length, with written disclosures only in order confirmation and on the bill. A “contract” is a signed term. Century link doesn’t do “contracts” on smaller amounts of service such as a simple internet connection, only “term agreements.” Contracts are regulated through the FCC, “term agreements” are not. This means there is more leniency to dispute “term agreements” but it requires escalating the matter to get adjusted for any “termination liability adjustments” (TLA’s). The term “TLA” is used for term agreement cancellations instead of “contract liability fees” or “cancellation fees” to meet FCC compliance. TLA’s are hard to adjust still though as they are regulated by the PUC, just not the FCC. If the PUC determines the fee was waived without just cause, Centurylink can face fines; usually in the neighborhood of around $10k. There’s objective guidelines when waiving “TLA’s” and not providing the advertised speed is one of the objective reasons.

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  19. Mike says:

    I like to use this forum to vent my daily frustrations as an employee. I just got off a call where I had to run through 12 CSR’s to get one that knew how to do their job. In fact the 13th CSR still didn’t know how to do their job, so I to quickly explain process how to accommodate the customers request. I still received push-back. I had a chain of emails spanning back 5 years with our software development team and process analysts to fix broken processes. These broken process cause around 80% of our services to not function or over bill. Our employees are not trained on processes since all trainers have never done the job. This was after another few years of similar emails with our”leadership” team. I provided around 500 examples. They noted it as a problem violating both FCC and PUC regulations, then referred me back to our “leadership” team. 8 years of them acknowledging broken processes, and still the run-around. Another co-worker has a chain of acknowledgement going back since the introduction of our broken systems 10 years long and no fix. Every update, several more corrupt systems over time are introduced that make services over bill and/or not function. I even spent two days and programmed a system that was FCC and PUC compliant and fixed ALL issues that our current systems have had for a decade, but they would not upload it into our server. There’s a team of around 1000 people @ a salary on average of 80k per year (80m) whose job is to fix and implement what a college dropout can do in two days. AND they failed over at least the the last 10 years. Job security I suppose for them. If no problems exist..neither does their job.

  20. Tammy says:

    I need a place to bitch about centurylink of Colorado (centurylink.com). I signed up for internet but had a 30 day window to setup autopay.. I forgot I had only 30 days. And of course it is in the small print. They never emailed me saying your 30 days to set auto pay will expire and your price will go up and you will pay an extra $160 a year. No, they just sent me a bill for the extra fees. They wouldn’t let me talk to a manager and said it was in my original contract and I needed to follow through on my end. I admitted my wrong but wasn’t trying to screw them. I always pay my bills on-time. Big corporations SUCK!!!! What happen to customer service, and small businesses.

  21. Sean DeYoung says:

    What you have gone through is terrible. My experience you wouldn’t believe. Direct TV was charged to my account by mistake. I have been dealing with them since March. They recognized it was a mistake then and put a hold on the amount do ($690) and told me that service would not be interrupted and that DirectTV would provide them with the credit. I since have been disconnected 6 times. Each time a billing cycle comes up the amount is reapplied to the bill and they promptly disconnect my service. Each time I call in to get my service reconnected and they tell me that I will not be disconnected in the future. I have probably lost a good week of service over this time and probably 6 hours on the phone. I can’t once remember anyone I have talked to apologizing for all this. I have not been reimbursed one cent for all my hours on the phone and internet time lost. This company is the most inept and pathetic outfit I have ever come across.

    • Admin says:

      Sean: Sorry to hear about your ordeal….Can only imagine the level of stress this has caused…I know if this had been done to me, I’d be livid, that’s for sure!

      Hope there’s a fast resolution for you around the corner!

  22. nikki tally says:

    Century Link is the worst ISP. Customer Support sucks too… They always try to trick you into spending more on there crappy service (3 download and a .3 upload… its so slow my dialup on my computer tries to turn on… forget watching hulu or netflixs). Got a bill for an extra 100 dollars couple of months ago because they said i agreed to a verbal contract on the phone.. no. Turns out I couldnt even get there prison tv because there shit was to slow… oh and it was my fault and they hung up on me a couple of times. Shit service all around. Cant wait to move so I can get comcast( 50 download 10 upload for 30 dollars cheaper.

    • ItzMyOpinion says:

      Nikki:
      Can’t agree w/you more…CenturyLink Sucks!

      Am currently with Comcast myself and have their ‘blast’ package, which provides over 50mbps DOWN and over 10mbps UP…might even go to their 100+mbps here in the next month or so…

      Good luck w/your move/migration to Comcast!

      Cheers!

  23. John says:

    Who is in charge at Century Link that cares about the customers, new or old. I would like to think there is one person that stays awake at night trying to come up with a better way to bring on new customers and keep the ones they have happy, does that exist? I ordered a full package including Internet from Century Link 3 weeks ago which was suppose to be installed on the 9th of Sept. I only have two options in the town I live in and I was becoming so unhappy with one that I had that I had no choice but to try Century Link. After dealing with customer service for 35 minutes and making the appointment between 10-2pm only they were suppose to install the internet and prism TV package for 5 TVs, this is like a 2-3 hour job depending on how hard the installer wants to work I guess. I received no phone calls or email or anything in the mail before the install date but I stayed the course. The installer called at 1:30 the day the install was suppose to be done and he was still a half hour away. I stated I would not be home so he told me he would call the office and have someone reschedule with me. After a couple of days of not hearing anything I decided to call and low and behold they had no record of me after giving them my phone, address, first and last name and shoe size. I got frustrated and hung up. The next day I received a welcome package in the mail, it had an order number and account number so I tried calling back again with that information plus the other information and nothing, no record. The customer service never once offered to correct the situation or if at all start a new order, they acted as if it was a one time deal and they were just not in the business of getting new customers so I ended the conversation the second time. I tried calling one more time when I received an email with all my information asking me to confirm my order and that went worse than the other two calls so I ask, who is the one person at Century Link laying awake at night worried about how to get new customers and keep the ones happy that they currently have. That position does not exist and there is no one but if there was do you think they should still have a job. I am not in the business of begging for something and I bet they would not allow me to be late on a payment.
    This is really upsetting as I cancelled my previous provider and returned two boxes in order to prepare for the new service. I had two DVR’s with Orbitel Communications of which I had two deposits for the amount of $200 on them which should have been refunded to me and they also screwed me by putting the money to my account rather than issue me a check. That to me makes no sense, to hold my money in lieu of future services that wont be used. So they stole $200 dollars from me and I have yet to get the refund.
    I used to be with Dish, I really liked there system and had no problems at all right up until I had to move. Dish has what they called dish mover and I would be able to transfer my equipment to my new home, right across the street I might ad and after I moved they sent me a bill for $150.00 for moving even after I called to confirm it was free. The only free thing was I walked all the equipment across the street to the new house. I spent weeks with Dish trying to get that taken off but apparently they also do not like customers that pay on time and so they lost a customer for life, I broke the contract and sent them back the equipment. One would think that there is one guy at Dish who laid awake at night trying to come up with ways to get new customers and keep the ones they had would have done the math. Dish decided that it was best to try and screw me rather than take my $130 a month for any length of time. They tried to collect a cancellation fee but I kept issuing the same letter with the person I spoke to and they gave up. What a shame we live in a time where the consumer gets raked continually by incompetence and greed.

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