CenturyLink Positive Customer Service Ratings - page 2

I've been with Century Link for 7 months now and overall the experience has been decent.

Last night I opened my Dec. bill and noticed it was higher than it should be. Digging into it I discovered there was a $5.00 late fee tacked on, which startled me because I take great pride in paying my bills on time. I checked my Nov bill and it was $95.40 due on 11/21. The Dec. bill shows receipt of $95.40 on 11/15. So why the late fee?

Looking further into this I saw that there was an adjustment made (actually a small series of adjustments labeled UFB or IFB or something) that totaled $.60 and we back dated to the Nov bill. Since that $.60 was not on my Nov. bill there's no way I could have paid it, but it generated a late fee.

I saw about 4 phone numbers on my statement, so I picked one, fully expecting to not reach anyone, but got through to a customer service rep right away (even though it was 7:00 pm. The lady was nice, even though I was a bit gruff with her and looked into it for me. After a couple minutes she said there was some type of billing glitch and they would credit me the $5.60. I wasn't to happy with the fact it will take up to 2 billing cycles to get the credit, but the customer service rep did a professional job.

Now if I don't get my credit in 2 billing cycles this will quickly move to the disgruntled list and I will complain to anyone that will listen ( FCC, BBB, Local news). It's only $5.00 but there's principles involved.

I just cancelled my Century Link service after being a customer for about 6 months. In that time, I never had anything but the best in customer service from them. While their internet was a tad slow (which is average for Montana), it was reliable and their agents were never anything but the nicest people. I highly recommend Century Link.

Dakota D 20708 was the most helpful rep I have ever spoken with in my whole entire life! I originally chatted in asking for help with my online account and he greeted me very kindly and asked how I was doing. He listened to my concerns and did a very amazing job at assisting me. He waited in chat with me as well to make sure I could login. Once I logged in he then asked if he could review my account and I said that I would love for him to. I only had a basic line with CenturyLink so it was nothing too big. He then asked me who I was using for Internet and TV I then replied and said Comcast. He asked how much I paid and for what speed. I told him I had roughly 7Mb and I was paying around $95 for Internet and phone. Add my phone line and I was paying well over $115. He then offered me a 3 year pricelock for $99.94 which includes my new DirecTV Entertainment Package, 12Mb Internet, and my new home phone plus package! He went above and beyond with saving me me money and helping me through all of this. I recommend this agent to anyone and everyone. My whole family will be soon switching to CenturyLink and asking for this amazing REP! I WISH HE COULD GET A RAISE WITH HOW WELL HE TREATS HIS CUSTOMERS!!!!!!! IF ANYONE FROM CENTURYLINK READS THIS PLEASE ADVISE THAT DAKOTA SHOULD BE REWARDED FOR HIS ACTIONS.... PROMOTE/RAISE HIM!!!!!!!

I've had century link for over a year. Connection quality is pretty good and I haven't had to call for support too often. Technically, century link is awesome, set up my static IP range online, and the fact that the modem does transparent bridge mode is great.

The price I pay for the speed I get is awesome and I can deal with some internet issues because I know that poor apartment wiring doesn't have anything to do with Centurylink. My only complaint is that I recently called their technical support to have someone replace the line coming to my unit, and I wanted to pay for it myself, and they wouldn't just send a technician out.

To all of the people complaining about loosing business because they work from home, I hope you realize you have a residential account and Centurylink has no responsibility to you if you are abusing their terms for their service.

bI got a great deal when signing up with CenturyLink! I got 12Mbps for $19.95/mo for 12 months because I bundled with Directv! The Directv was really cheap as well, the package I got was only $28.99 and only got one receiver and nothing fancy. They even offered me a $50 credit on my first bill! The 12Mbps is working great, I love it! The sales rep was super nice too! I had talk to a couple of people who were rude and pushy. I then chatted with this rep and don't get me wrong she wanted the sale but she did let me think about it an email her when I was ready.

My centurylink router malfunctioned. My call to CS tech support was picked up quickly, and while the woman I spoke with wasn't the warmest of individuals, and just a little hard to understand,she took the time to evaluate the issue. It was deemed I needed a new router which she said would arrive the following day, and it did. I have had a lot of carriers over the years and the best one can hope for is to choose the least evil of those. Centurylink has been, thus far, the lesser evil - by far.

I found Century Link to be very helpful and prompt when my I lost my internet connection. I was surprised to learn that I could call their customer service line at 11:01pm and actually get a hold of someone, let alone someone who resolved my connectivity issues immediately. Their customer service representative was very courteous on the phone, too.

I think that it's not right to only leave a comment when we are unhappy! So I would like to leave my own experience with centurylink for new customers to read:) I have had centurylink for YEARS and have never had a problem with the customer care people or with the techs who have been out to my house. In fact the only problem I've ever had was with my modem (mostly my kids fault) but the tech guys came out next day and fixed the whole thing. This happened several times and both customer service and tech guy were polite and extremely helpful in getting me up and running quickly since I had my online college classes! Thank you centurylink!!!

I have been a CenturyLink customer for about 3 months now. On June of this year (2012), I had applied for High-Speed internet at CenturyLink with no contract. From what I have been told, they said that the internet was $40, to be exact, $39.95 including tax. I know it would come out to $41-45, which I did not mind because I will admit, their internet is really good from here.
The very first month of applying, I was told that my internet will be put in and that my router will be sent to be and should arrive within a week. Take in mind that I had also applied for credit with them, in hopes of building up credit with them. (Just graduated high school.) Nothing had arrived. The only thing that was the truth about what they had told me was about the technician would show up the very next day which he indeed did and I was thankful for. I called for the whole month in hopes to get my router and I had received nothing through mail. Before the end of June, I had called again to ask about this internet because I was not going to pay a bill if I was not going to be even using their internet for this month. What they had told me shocked me. THEY COULD NOT FIND MY ACCOUNT!
Now my first question was, "How in the hell did you not find my account?"
Literally, they couldn't. My name was not in their system, my account number was not in their system, not even my social security or the deposit they told me I had to put in of $25. IT WAS ALL GONE!
So I got very frustrated and demanded for a manager. I did get one eventually after countless of times being put on hold. Positivity took a toll in it when the manager was willing to help me out by lowering my bill, giving me the router for free, refunding the deposit, and not even putting me on a contract. I was very happy with this. So I decided to give them another chance.
My first bill was given and was as told by the manager. I ended up paying for two months on the bill which includes last month (July) and this month (August.) Then I received a brand new bill again of $54.42. Now if I remember correctly, the manager had told me that I would not be receiving my next bill until September and that it would only be about $40 a month from here on out. I was furious to see this bill. I immediately called CenturyLink. It took about 30 minutes to resolve this solution. I asked them why the bill was higher than it should. The first agent kept giving me excuses and put me on hold for another agent. Then this agent was unable to helped and put me on hold and sent me forward to ANOTHER agent. Agent to agent to agent - Hate this!!! I ended up talking to a very nice woman who was kindly enough to listen to what was wrong with my bill and what not. She fixed the bill to where I do not have to pay this one but I will be having to pay the new one of ONLY $40 a month. She also included a FREE bundle and a discount which was lovely! I appreciate the offer she has given me.
Now, this is my third chance to this company and I am willing to try and work things out, however, if I get another bill that is incorrect I will cancel my services and continue paying for COX and get their internet back. They may be expensive but they don't twist their stories around. They do as said.

i have had centurylink for a few weeks now and havnt had a bit of trouble with service. i had an issue (that i caused) with the modem/router and the customer service was VERY good i thaught. had me up and running in just a few mins. had to wait about 5 mins on hold but thats not too bad. i see a lot of negative comments about centurylink but i have yet to have any problems. i bundled with direct tv and phone which have had no probs thusfar.

This is a long story, but one you should take heed of, especially if you're considering Century Link for your internet provider. About a year ago I had Century Link for their internet service. Those problems aside, I cancelled my service when I thought I was leaving town. When I found out I'd be in the same location for another year I called, requesting internet for another year. The initial call went well- the man was pleasant, got all my information (so I thought) and told me when my modem would be arriving. They would not deliver the modem to my work, so I realized I'd have to pick it up at the UPS center. No big deal. I hook everything up, and with the activation letter that said the internet should have been hooked up two days before, there should have been no problem. I hooked everything up and nothing. My second call to Century Link was to tech support, who informed me that my apartment number was not included in their records despite me clearly stating it when I first called. Alright, so because it was after hours (they have a very strict 8AM-6PM window to call, and since I work 8AM-5:30PM this left very little room for working out problems). Call three- I called to reschedule my installation appointment and give them the correct address. The woman I spoke with- who was very difficult to understand, and not very pleasant, told me the secondary address for my apartment complex had to be used, and then set up another time for the following Monday for the installation (this is two Mondays after it was supposed to be installed). Monday rolls around, and nothing. Tuesday morning, nothing. Call four- I manage to call at 5PM and explain my situation. The woman on the phone claims it's still a problem with my address. Apparently the last person I spoke with changed my -billing- address only. So that bills could reach my apartment for service I was not yet receiving. Excellent, thanks for that. So this woman attempts to find out what's wrong. By the time she knows what is wrong and how to fix it it's past 6PM (I've been on the phone with her for more than an hour) and she tells me there is nothing she can do because it is now after hours. I ask to speak with her supervisor to see if there is anything her supervisor can do and she says there is nothing he can do, and informs me I need to call back tomorrow. Thursday, July 19th I make my fifth and final call. My original service was supposed to be hooked up June 25th. I spoke with a man and immediately asked to speak with his supervisor, which he refuses. I explain my situation, and when I give him my order number he informs me that order has been canceled completely, the modem I had received will not work with a new order and I should just return it. I tell him this is ridiculous and inform him that if I return my modem I don't want a new one, and that they had lost my business. During this entire time Century Link never attempted to contact me to resolve the problem, to set up a new appointment, or in any way resolve this colossal -mess-. It was, without a doubt, the worst treatment I've received from a company, and I -WOULD NOT recommend them to anyone-. The following day I made a call to Comcast, who immediately made an appointment for installation, offering me the option of the next day (Friday) or first thing Sunday. They sent me both an email and a call reminding me of my appointment, the gentleman called ten minutes before coming over, and another person called an hour after he left to ensure everything was working well. The man did a fantastic job, was quick and friendly, and it was great to be treated like a valued customer instead of a waste of time.

After having 3 incidents w/Customer Service Reps. who had me on "terminal hold" and took forever for my Acct.# 5414799652273R Loretta Kuespert Rep#909
Christie finally got all the billing/ bundling up to par. But importantly, when my outdoor box needed the repair portion,
it was Greg- Tech#356 who was not only super kind, but did rapid repair and confirmed that it was a NON-BILLABLE repair. He should ne commended for his long-term work in our area, and his quality of representation for CenturyLink.
Please reply that you have received this!
ASAP! Ph#541-660-1783 temp cell

I have the cheapest package with Century Link, and my parents and in-laws have Xfinity. My internet is 3x as fast as theirs, and I always have full bars. Anytime I've had any issues, Century Link has someone on staff to answer all questions. Most issues can be fixed just by unplugging my DSL for 15 minutes.

Tyler was very helpful even though I was wanting information that would eventually lead me to using a different companies service.
My request was complicated and I just wanted to know if it was possible.
He found out how to make it happen for me and was setting it up. When I told him I wasn't yet ready to commit and needed to confer with my husband he canceled the order (though at that point the annoyance in his voice was noticeable. But he recovered and was, if not cheerful, at least helpful.
I was impressed, especially given that before I talked to Tyler I spoke with George who was less helpful and I was actually disconnected from him. I was unimpressed that a phone company customer service line would cut out like that.
The CS line cutting out made me even less inclined to use their services.

I have had dsl from centurylink for about 5yrs and have had excellent service. The few times I did have an issue a tech in the field was dispatched and fixed the problem. Usually just a router problem. I know my speed is a constant 10m which is all I need.

I'm really surprised by many of the comments here. They don't echo my experiences with Centurytel/Centurylink here in southern Missouri at all.

About two months ago, I my Westell modem started losing sync frequently, sometimes staying up for less than 5 minutes at a time. I had a spare that a friend had given me after he'd switched to wireless service, it worked better, a little bit, so I gave it a try. Not much improvement. So I tried a Zoom modem/router I'd got at a yard sale; not officially supported but it seemed to work. While the Zoom is officially not supported, the tech support CSRs were universally friendly, supportive, and quite helpful in giving me the information needed to configure it properly and get it working.

The Centurylink tech support told me I needed to have the home wiring checked because of my low S/N Margin. I couldn't afford that so I took the first modem to their sales office and they gave me an Embarq 660 in an over-the-counter, no questions asked exchange. It worked better, showed a margin of 11db down/11db up instead of the 7db/7db the others showed. But the Ethernet port on it quit working within 24 hours. I went back my two backups until I could get to the sales office again for another new one.

In the meantime, when I paid my next bill, I signed up for the home wiring maintenance program.

I hooked up the new Embarq 660 and discovered that CenturyLink, as a company, has suddenly become VERY unfriendly towards Linux and Mac users. I'm running Ubuntu Linux on my home computers and the newest modem did NOT want to install at all. It insisted upon my downloading and installing an install.EXE file in order to complete the installation. Linux does not run .exe files, only Windows does.

I did manage, finally, to log into the modem itself and configure my username, password, etc. and actually log into the ISP to the point that I could successfully ping addresses. But my browser could only go to Centurylink's install webpage which wanted me to run that install.exe file. At that point, I called tech support and spoke with a very knowledgeable, helpful young man who, from his end, enabled the modem and got me out of what he called the walled garden. He also told me I was lucky I didn't have a Mac or I'd have not even been able to get as far as I had. He also opened a trouble ticket for the law S/N Margin. That was Tuesday evening.

Yesterday, Wednesday, a local lineman showed up and checked my home wiring. He found several wires that had corroded to the point that they were broken but still making contact as well as a ground that had loosened over the years. He also brought a newer model modem, telling I couuld keep the "old" one I'd just installed myself as they were discontinuing that model anyway.

All in all, my experiences with Centurylink and their tech support CSRs, whether over the phone or via chat, as well as their field tech people has been great. I'm retired now but used to work in the telecommunications business as a tech myself and the service I've gotten from Centurylink has, with the exception of lack of support for non-Windows OS, been great.

WOW ALL THESES NEGATIVES I HAVE NAD ZERO NADA NOTHING NO PROBLUMBS AT ALL WITH CENTURYLINK THEVE ALWAYS DID WHAT THEY SAID THERE GOING TO DO AND ARE REALLY HELPFULL HERE I HAVE THE PRISM PHONE AND INTERNET HAVE HAD THEM THE NET AND PHONE FOR 5 YEARS AND PRISM FOR 1 ALWAYS GOOD SERVICE FOR THOSE OF YOU THAT HAVE PROBLUMS WITH YOUR DSL CHECK YOUR L;INES POSSIBLE GOIT SOME BAD ONES ..I DID FIXED THEM EVRYTHING IS OK

There great the best service I have ever had these guys are quick with getting the issue fixed, called in red internet light took seven minutes of my time and the call was over and I was surfing again.... 2 thumbs up thanks to agent chris in tech support shrevepor la

This is a positive comment b/c I ended up staying w/CenturyLink solely due to my customer service experience with Jevon and his Supervisor Michael.

I initially called to cancel our TV service (personal reasons--service was fine). Unfortunately, they told me for the "first time" that we were in an annual contract... We just moved to NV and weren't familiar with this company or their annual contracts. In addition we had chosen to not have a TV for the past 5 years... We came to CL b/c our old phone service provider said that they did not cover this area and said to call CLink... The initial rep when signing up, offered us a great package deal, but again didn't mention that it was an annual packaged discount.

Months later when we decided to cancel the TV portion. The first customer service rep. (Jevon) was very kind, apologetic, and very "caring" about the matter. He stated that we were in an annual contract (again first time we heard of this) would look into the matter (view the notes as everything is suppose to be documented), and see if he could do anything and if he couldn't he would transfer me to a Supervisor that would to their best to solve the problem.

Michael the Supervisor, was also very kind, apologetic, and "CARING." He was very thorough, patient, and accommodating. Unfortunately, due to the package that we had, there was going to some back and forth of shipping router etc. that sounded all too tedious and complicated.

Long story short, I got on another line and called a competitor (Michael was unaware of this), and told them that I was going to be switching services, and wanted to know what they could offer me. To be honest the deal was better, and they were willing to waive the installation fee... I asked Michael if he could offer anything better than what I would be receiving price wise from CenturyLink. He did everything in his power to give me a great deal but still came up short (He even asked if anyone in our household was in the military--unfortunately we didn't)...

I then told Michael that we were going to have to cancel ALL of there services (which we were). YET, even with that knowledge Michael chose to treat us with the Utmost Sincere Care AND tried to accommodate us so we wouldn't have to have our internet service down while we switched. WOW!WOW!WOW!

Due to the Amazing Customer Service experience I had with Jevon and Michael my husband and I decided to STAY with CenturyLink because of their CARE, while knowing we will be paying a little bit more. Their Care truly overshadowed the mistake the original sales rep's made (even though that is a big one).

That "CUSTOMER CARE" is worth it to us! It is SO hard to come by w/over the phone Customer Service.

I guess I am one of the lucky ones as Beverly from exec. offices called and was really nice and we came to agreement on my problem, which was just like most of you had. And to say the least I was an unhappy camper with Centurylink until Beverly called and I want to thank her her. They have a lot of folks that need to take lessons from her. Up until I talked to Beverly I would have told them where they could of put their phone system, internet and phone line and don't think it would of been to pretty.....

Our internet connection went out early this morning and I called # on our statement. Lady was helpful, quickly connected me with tech support. A helpful gent by the name of Joe Lebold worked over the phone with me for over an hour to get us up and going again. Being less than savy about computers I greatly appreciated his 'above and beyond' assistance. Big Gold Star for Mr. Lebold!
P. Hamilton

I got on with the sales team and they could not answer anything, I asked for supervisor right away and got the best customer service ever. My ratings don't reflect the support I get from a supervisor amazing!!!

Hope this ain't limited to 255 words, I might have more. I'm kinda an old poop and have worked with PC's most of my life. Anyway my comment is on this: Chat ID: 791ed167-443a-aad3-af507db79ad0. with Melissa at support center in Boise.ID

She needs a raise and an ata girl. Her help was professional and not just pre-typed answers. I won't know if she solved my problem for a coupla days , but my money is on Yes. I hope you folks give her the recognition she deserves. If I had any money I'd give her a Visa.
Sincerely
Al Sergeant

Post Script: I have been a loyal, on time customer for many years. How bout giving us "old hats" a break. Any specials on DSL speed for us "old hats" and veterans USN 1968-72
thanks for your consideration

They scheduled 1/12/2012 for the install and installed it on that date. Haven't tried phone but got a chat rep in 5-10 minutes in the two times I tried and they resolved my issue as best they could. They sent me two DSL modems instead of one but the UPS label to return it was already in the box so not a biggie. Getting an actual account so you can manage things through MyCenturyLink.com was slow but not awful. I live in the Seattle area. Haven't seen a bill yet but so far, everything is as advertised.

In regards to your Rescue Service for Computer problems I can only highly recommend this service. The technicians are extremely friendly and knowledgeable. I had this service ever it was started with Embarq. This is the best money I ever spent and I hope you will never discontinue it. I saved a lot of money having this service because I am a senior and they fix my computer online Never a problem.