Century Link

The worst experience I have ever had with any company. We are still paying for caller ID yet do not have the service. I was calling Century Link every week for months and have simply given upon receiving any service

Initially I ordered Century Link services online. The order confirmation stated that the order was not fully processed and that a representative would be in contact. After several days past, I heard nothing from Century Link. This prompted me to call and check the status of the order. By this time I was supposed to receive the modem in the mail and have internet service by the following day. I talked to a young man that told me that the order had not gone through online, that they continuously had issues with online orders, and that he could submit a new one for me. I agreed and was told that the modem and services would begin two days later. The day after the call, I received a modem in the mail. Not thinking much of it, I installed the modem and began using the internet. The following day I received another modem. Being concerned that I would be charged twice I called Century Link to ensure that this would not happen. They said that they had made a mistake and so long as I returned the second modem within 30 days, there would be no charges. They also said that they would make a note of that under my account. The following day I marked "return to sender" on the package and sent it back. For the two weeks following, I had intermittent, at best, internet. Nothing about it was "high-speed" and it rarely worked. After several 1-2 hour phone calls with tech support my frustration was growing rapidly. I spoke to a manager, explained how poor the service was and asked if they could have a technician come out and see what the problem was. The manager gave me a long list of excuses for why the internet may not be working, none of which were even logical. The conversation continued and she explained to me that if I wanted someone to fix my internet service I would have to pay a minimum of $95 for a technician to come out. I told her that I was in my trial period and that I needed her to give me a good reason to stay with Century Link instead of finding a different provider. She could not give me a reason nor would she find a resolution for the problem that didn't involve me paying for a technician. While this happened, the date that a technician could come out kept getting pushed back from what she originally told me. Finally she said that someone could come out a week later and check for no cost so long as they didn't enter the house. I agreed to this and began looking for other providers. A week past and no technician came. I called Century Link and they found that no notes or technician requests had been entered. Not wanting to pay for a service that I was not receiving, I told them I wanted me service disconnected. They informed me that so long as I returned the modem, there would be no cost since I was still well within my trial period. Several weeks after disconnecting and returning the modem I began receiving bills. I contacted Century Link, explained the whole story and explained how I was told there would be no charges. I was again informed that my account had been credited and that the next notice I would receive would reflect a $0 balance. Unfortunately this is not what happened. Over a month later, I received a bill saying that I owed them $19.95. Another phone call, and time out of my busy scheduled later, I was again promised that the account was at a $0 balance and that I would not receive any more bills. Two months later I received a bill for $81.65. Interestingly enough, it had a different account number on it. Apparently I was being charged for the extra modem that I had sent back and never hooked up. Getting this balance removed proved even more difficult. Century Link was not cooperative and their customer service representatives were rude and insulting. I had to suggest that they look at the usage levels for the account to convince them that I didn't have two modems in one house running concurrently. It still didn't sink in that I couldn't be using their services even after the representative looked up and saw that they had received the two modems I sent back. A period of time and several managers later, they finally decided that they made an error and should credit the full amount back. I have used internet services throughout the United States and in several countries overseas. Never have I had such poor service or poor customer service. Save yourself some time and frustration and go with a different company,

They have been good to work with. They talked me through a problem with my modem.