CenturyLink Store

Received a cold call from CenturyLink offering a great deal, was told there would be no cancellation costs if within 30 days of activation we were not satisfied. It took 6 months before service was activated. Immediately there were issues. Slow internet, unable to access voicemail, etc. Called the next day, was told no problem, service would be canceled. Assumed that would be it. It took almost 4 months, calling day after day, literally hours on wait each time. Was told over and over there would be no early cancellation fee as I called within the 30 day activation period. Received bills for early activation, 3 months service, and it took months for them to disconnect completely so my previous service could be restored. I have spent over $ 2500 and 30 hours of wait time. Today I received a threatening collection letter for $ 400. The upshot is, don’t buy into their «deal.» You have an issue, they’re impossible to contact over the phone, they won’t answer emails, and try to find a mailing address – you can’t. One of the big crooks in corporate America with the worst customer service.

NEGATIVE 5 stars! After finally suffering out our 2 years contract with Century Link we made the switch back to Comcast. Best decision EVER,. . but not without issues (obviously Century Link). The HOURS it took to close our account was BEYOND ridiculous. Porting our phone number was the HUGEST HASSLE! Literally a 2 week long ordeal that finally ended with both, Century Link on my cell phone & Comcast on my landline, talking to each other to get the release of the phone number resolved. 3 weeks after closing the account (which was paid in full) we were sent a bill for services AGAIN (more time on the phone arguing names & dates)
Now with all that said & done, 2 months later. .. . Century Link just sent us a NEW BILL!

So I called the local number and was transferred to Salem. No big deal. I started talking to the representative and he gave me a price for high speed internet. It seemed very high and he told me it was the taxes. I knew the taxes couldn’t be $ 13 per month. Also… the call was taking forever. I decided to call the 800# for Centurylink. I talked to them and they told me the taxes were only about $ 2 or $ 3. The gentleman got me set up in about 5 minutes. He was very professional. So I called this store back to let them know what I had found out. He said «oh yah… I wasn’t counting the discount in my price», which was what were had been talking about the whole time. It was very strange. So then I told him I went ahead and set my service up with the 800# and he hung up on me. I would be very wary of them. They also ask for your SSN so I was relieved I didn’t give that to him.

MY NIGHTMARE IS FINALLY OVER !!! — 1 STAR IS OVER RATING THIS
WHY WOULD YOU SEND ME A BILL FOR A NON-​EXISTENT SERVICE THAT NEVER HAPPENED.
My experience with CenturyLink:
30 DAYS TO CANCEL
I ordered service on 11÷19÷15. I was told I had 30 days to cancel and there would be no charges whatsoever.
MODEM WAS NEVER SENT
My modem was never sent, although I had a tracking number and waited around that day. I called to ask why. You couldn’t find my account. It took quite a while for you to figure things out. After an extremely long time on the phone, you said you would send one to me.
NO INTERNET CONNECTION
The modem finally arrived days later. I followed the instructions on installation, but Had no connection to the internet. I called you … again. You said you would send a tech.
TECH WAS A NO-​SHOW, TWICE
After another lengthy time on the phone, you said you would send a tech out. After staying home that day waiting for the tech. They were a no-​show. It was re-​scheduled, I stayed home … again. They never showed up … again.
I RECEIVED A BILL FROM YOU
$ 152.64 — This was much more than I was quoted when I was guaranteed I wouldn’t pay a dime more than I was to Charter. I went online and found that the online price was about $ 30 less per month, but I was told I couldn’t have that price.
I CALLED YOU … AGAIN.
I said I was cancelling my service and returning the modem. Brandy gave me a Disconnect even though I was never connected in the first place. Again, she said there would be no charge.
I RETURNED THE MODEM.
I returned it in the original box with the provided shipping label attached. Then you billed me for the modem.
I NEVER DID GET INTERNET SERVICE FROM YOU.
I RECEIVED A LATE NOTICE FROM YOU
I called … again, and after 15 minutes, «EDIE» answered and after I told her I was not paying this bill, without warning she dumped me back into the system. I waited another 15 minutes on hold and then gave up. I will not attempt to try to reach you by phone again. I spoke to Edie on 12/​28/​2015 at about 1:25 PM pacific time. I hope you look into this call.
HOURS AND HOURS OF LOST TIME
… AND YOU WANT ME TO PAY FOR MY NIGHTMARE!
NO!
DO NOT CONTACT ME AGAIN
IF YOU DO, MY NEXT TWO CALLS, FOR STARTERS, WILL BE TO
THE FEDERAL COMMUNICATIONS COMMISSION
AND
THE BETTER BUSINESS BURAEU

How hard is it to install a phone? What happened to the old days when the phone company would come knock on your door and say «Hey, does your phone work?»? No, that would be far to easy, instead we’re going to keep you on the phone for 3 hours while we argue with ourselves about why you have no dial tone, all while trying to sell you our other products and then come back and tell you «just give it an hour, it should work then». No, it didn’t «work then», it didn’t work ever. Why? Because it’s a land line and someone actually needs to make sure the line is intact and functional. The following day their automated phone system ran me in circles for half an hour before I finally reached a person that could cancel my non existent phone service. Seriously, if you can’t manage to install a basic phone line properly why in the why would I ever trust you with my internet or my home security or any of the other products you tried to sell me while I was trapped on hold waiting for someone to do something productive?

I would have actually given this rating an additional star, however like the previous posts mention in regards to customer service for their Eugene Store, IT IS HORRIBLE. Sorry to say this by all means, because I really want to be optimistic and find the «Gold» even in a bad situation. Now, regarding my internet service, although I found when moving to Eugene that Century Link has a «Bully» like «Monopoly» over the Willamette valley for Internet services. They Muscle folks with their service plans and tack on additional charges AFTER you sign up. I learned this the hard way as other folks have. I am a man who lives check to check along with a family to support, so anything above what I already budget carves into my other bills to pay. Totally unethical and when I finally reached a Customer Service Rep who was actually from out of state because the local Eugene Office either made me wait at times longer than one hour on the phone after asking me to «please hold” — (no joke), or they would simply just not answer their phone when they were clearly open for business during business hours of operation, Sketchy at best in regards to customer relations, but I will give them at least 2 stars instead of the majority 1 star they rightfully deserve because I’m somewhat occasionally happy with the Internet Connection they provide, Benefit of the doubt always with any business good or bad. Now, what really gets me fired up is this: I signed up for Monthly Internet Services under a package that costs after the initial installation fees and products, etc, supposedly only $ 29.99 per month. WHY??? WHY AM I STILL PAYING CLOSE TO $ 70 PER MONTH AND WHENEVER I ASK ABOUT IT THEY NEVER CAN JUSTIFY THE ADDITIONAL CHARGES. LAST MONTH THEY ACTUALLY TOLD ME I WAS OVERCHARGED BY ACCIDENT FOR THREE MONTHS IN A ROW!!! Anyhow, I still have not seen that money reimbursed yet. BUYERS BE CAREFUL.
Century Link, You need to work on your Customer Service BADLY! If you value your customers and want them to be loyal and stay with you on a long-​term basis then offering better ethical training and employee incentives to increase Morale, because as it stands you folks are dipping into a place of dissatisfaction That I have never seen before in the corporate world. BE A CHANGE IN THE WORLD CL! Best of Luck… as of now you guys are terrible.

After a power outage this morning they tell me my modem no longer works and it is nothing to do with them and I will just have to buy a new one. Well they are closed today on the friday before a holiday. I guess so they can get four straight days off, and meanwhile I have no way to get internet at home for all that time. Plus in the past they have charged me $ 100 for something that was their fault, so yes, 1 star is generous.

So apparently I will be unable to get internet until Feb 11^th. When I called about it they said they were booked out until then and put me on a cancellation list. It was the best they could do. Comparatively if I could afford comcast I could have internet that day. I can’t even fathom why it would take so long to set it up and no one could tell me. To add insult to injury I literally spent an hour on the phone 5 minutes of that was actually speaking with a person. 25 minutes of that was standard hold time. 10 minutes of waiting for them to look into why it will take so long to set up while getting dead air and 25 minutes was waiting for a supervisor with dead air until I hung up the phone. Even comcast, AT&T, and Verizon value customers more than that. When I can afford comcast I WILL be cancelling whether or not they set it up. Also I will be moving at the end of January so I might have to wait an additional month. They couldn’t confirm or deny that.

RUN AWAY. Worst customer service I have ever encountered. Even after 1 month I still don’t have internet.
On November 5^th 2015 I ordered internet service off their website. On November 18^th I was supposed to get it installed but they could not do it because they said I ordered the wrong stuff. Same day, I called and left a message for Karen at the Eugene office. November 19^th I left another message for Karen to call me. She did return my call that evening. She wasn’t sure why it couldn’t have been done. She asked who the installer was. I told her it was PJ. She said he wasn’t doing so well lately. Karen said she could hook it up for us but it would be an additional $ 99 to do something so I didn’t have to have the phone company add another line. I said ok I’ll pay the extra $ 99 just get me set up. I called November 30^th spoke with a gentleman who said he would talk to Karen and find out what was happening and have her call me back. December 1^st I left another message asking them to please let me know anything. I called back again December 3^rd practically begging for information. I asked her to call me back even if she didn’t want my business. On December 5^th I tried calling the numbers that were on the website, it was an 800 number. They told me that they don’t do business in Oregon. December 10^th I left another message asking Karen to return my call at least to tell me where to return the modem. Did not hear anything from anyone. I had also emailed from their website a few days ago twice. I also did not get a return email whatsoever. Today December 11^th, I went to Verizon. I’m happy to inform you that within hours I was set up and ready to do business. Thank You Verizon.

The customer service employees seem to be totally out of control, like a free for all, displaying absolute contempt and hatred of the customer. Save yourself a whole lot of pain and money. Avoid CenturyLink

We have had CenturyLink since December of 2014. Since then, we have had non-​stop issues with connectivity. I have spent multiple hours on many different occasions with technicians who admitted they had no idea what is wrong with our internet connection. Each time one computer in the home is turned on and connected to the internet, every other device that is already connected is dropped. Diagnostics has indicated the following on multiple occasions: LAN connectivity failure, conflicting country codes, multiple network locations detected and a connection to a Wi-​Fi network that cannot communicate with the wireless router. The last CenturyLink technician I spoke with was so baffled, she assumed it must be a faulty modem. We were sent a replacement modem, and it worked for two days before dropping connections again. This lack of connectivity is not due to wiring in the home because we have used multiple phone lines throughout the house, all leading to connection failure while using both CenturyLink modems, and the home lines have already been tested with success. Prior to signing on with CenturyLink, we used Comcast with no connectivity issues at all, EVER. The reason we swapped ISPs was due to cost, as CenturyLink was slightly less expensive. The computers attempting to connect are all new Apple Macbook Pros, and have no issue whatsoever connecting to other Wi-​Fi networks. I have tried changing our channel to one that is not being used by other CenturyLink customers around us, to no avail. This service has been disheartening and therefore will be canceling it. I had held onto the service hoping someone would eventually help us out, but each tech call ended in failure. The technicians were incredibly friendly, but had no idea how to resolve true connectivity issues aside from the standard, «unplug the device, wait, plug it back in and let reboot». We have been paying for a service from a company that has been shoddy and unreliable, at best. I am extremely disappointed and feel that I have had my money taken without getting the service I was promised to in the agreement. We have gone up to five days at time with no internet connection, despite all lights on the modem being green. Every day that we have had this service, we have encountered connectivity issues on devices attempting to connect. Customer service is miserable, and if you’re experiencing connectivity issues, prepare to be sent multiple «new, replacement» modems, since your old one is CLEARLY «faulty». This company is what is faulty.

Guess what folks?! CenturyLink does not allow «vacation hold» in (exclusively) the states of Oregon and Washington. If you are gone for an extended period and don’t want to pay monthly rate — too bad! you will be stuck with an early disconnect fee.
I had called the Eugene office to find out why and get other options and was told the manager would get back to me. That was 2 months ago!

Once everything is hooked the service is as expected. BEWARE of install charges and duplicate billing if bundling with TV service. Watch out. After a personal visit to local office and multiple calls with extreme hold times, I eventually just paid the balance. Although no one could really tell me what I was paying for. Centurylink says its direct TV, but dates don’t match. Customer service is some of the worst I’ve every encountered.

This Morning I did a compare and contrast with Xfinity and Century link both. At this time I’m looking for internet only. Cost to benefit analysis. Century link 29.99 +7.95 equipment rental = 37.94/mo for 20mbps and 200g cap per month. Xfinity 39.99 + 10.00 equipment rental for 25mbps and 300g cap= 49.99 per month. cost difference 12.05/mo or $ 144.60 a year. One time fees = Century link 19.95 for activation and 14.99 shipping.
Xfinity = 9.95 shipping and I didn’t note an activation fee however if you wanted professional installion it was an additional $ 45 – 50 to have them come set you up. All said and done, both are competively priced but Century link wins out offering the same service at 25% less. Century link did come with a 1yr contract whereas Xfinity did not.

I’ve been trying to set up Internet for at least a week. Nothing.
Customer service is the worst customer service I have EVER experienced both locally and call center.
1.They got my address wrong
2. They sent two non working routers
3. Kept hanging up on me
4. Did not solve the problem AT ALL.
I am extremely dissatisfied…
If you want my business you need to work a little harder and show me that you are a company that is competent

I walked into the Eugene on W11th store i heard about and I found a way to save monies! and going to the retail store made sense and good face to face satisfaction assurance. Thank you.

There are no good internet providers in Eugene. CenturyLink is awful. My wifi connection had to be re-​established each morning, with no internet connection unless I used the connection trouble shooter each time I turned on my computer, a daily waste of time and cause of frustration. But the wifi always worked for my tablet and phone.
This DSL service was only 7 mbs but unlike Comcast, CL promises all 7 mbs where supposed to be dedicated to me. Comcast has higher depends but splits it over many customers. At least Comcast’s wifi works without constant trouble shooting!
I moved almost 4 weeks ago and after 5 phone calls, 5 hours total, I have yet to get my return label for my modem, it has repeatedly been sent to my old address in Eugene, and I now live in a new state! Yet I will pay for these repeated errors!
I can’t recommend Century Link’s competitors either. Perhaps Eugene is ripe for an ISP that actually delivers what it promises and provides customer service.

Run the other way!!!
Sadly, we fell victim to Century Link’s advertising gimmick that if we bundled our cell service (Verizon) with our internet (Qwest, which became CL), that we would only pay $ 24.99/month for our internet and would save $ 12/​month. WHAT WERE WE THINKING? We not only didn’t save $ 12/​month but our bill gradually increased for no apparent reason. We put off dealing with it because we knew we’d be moving within a year and didn’t want to hassle with switching back for just a few months.
Fast forward to now. We’ve moved, we live out of country, and we’re trying to find out 1. why our bill is higher than it’s ever been 2. what our password to log into our online account is 3. why Century Link chat has dropped my session 5 times now, and counting, and still hasn’t been able to simply cancel my account and 4. why this company still exists.
Worst customer service I’ve ever encountered and ironically, worst online chat success. If they can’t even provide an internet connection long enough to complete an account closure, do you really want them as your internet provider?

I do hope people will read this review and consider taking action to put an end to corporate monopolization of our telecommunication services. Filing complaints w/​the state attorney generals office actually results in changes taking place. I filed a complaint in CA regarding an herbal supplement co. that overcharged me and deducted money from my bank for products never received, and I got RESULTS from the CA AG’s office and the company is being investigated for their activities (I can’t say anymore than this).
We live in Mapleton and in our house we do not watch tv. We don’t want television services, we only want a local phone and internet service. Since we are in a rather remote service area we had, I think, only a couple of choices for internet service. We went with Centurylink because they promised monthly fees of 63.00 for local phone, unlimited long distance and Internet.
The bills (starting in Feb. 2014) have all been well over 63.00 a mo. and they do not break down the bills to show what amt. is connected to what item and what the tax breakdown is. Itemized bills are essential.
You need to know where your money is going to and there is NO reason why any company should NOT itemize their monthly statement. Back when Bell telephone company controlled every phone line in the country they had to itemize every bill and it was very revealing to find out what each tax was that YOU were paying (highly questionable ones)
Not only have the bills been well over the amt. quoted but the bills were not being forwarded from our physical address to our billing post office box, regardless of HOW MANY TIMES WE CALLED TO HAVE OUR ADDRESS CHANGED! It is very upsetting to have a customer service rep. say that they made the change and the next month not get a bill and then be threatened to have service cut off if a payment is not made by a certain and sudden date. WE ARE FRUSTRATED that we can’t find a competitive company who can offer us decent internet speed service even though we don’t live in a big city. There is no reason why third world countries like North Korea have higher speed and cheaper internet service and WE DON’T!
We are getting ready to file a complaint w/​the Oregon PUC and with the OR Attorney General and Washington AG (since the corporation is based in Seattle). I hope others will not only change companies but file complaints in order to get more and better competition. WE NEED IT.
thanks!

Was a CL customer for 10+ years, (formerly that of Qwest). Had no issues whatsoever until I moved from South Eugene to the Coburg Road area. The only thing worse than not having working internet for over 18 days now, is having to continuously deal with Century Link customer support, tech support, and their «Resolution Team» over the phone or on online chat.
Every person I interact with or are transferred to does not know my back story, and I have to repeat myself and the problems I am having. They are poor listeners; they read what they see is in front of them on their computers that aren’t always updated with your account notes.
I have a binder full of my notes, order numbers, and ticket numbers from previous phone calls, and I still am told «we have no notes about this situation on your account.» Talk about the right hand not having any freakin’ clue as to what the left hand is doing!
My situation is full of «supposed to’s» — My house and wiring was supposed to be activated and working. The techs were supposed to fix the neighborhood cable last week. I was supposed to get a call back within 24 – 48 hours with a status update. None of this happened.
This specific Eugene location boasts the incredibly convenient* hours of Mondays 10a-​6pm, Tuesdays through Fridays 10a-​4pm. When I called during their business hours, no answer.
If you are faced with a choice between Century Link and any other internet provider, choose the latter!
*sarcasm