| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 31% | ||
| 14% | ||
| 23% | ||
| 17% | ||
| 14% |
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I would not grade them an A, I would grade them a C. For as much as they give us and for as much as we pay they play dirty tricks on us. Not just me but on a lot of people. They turn it off. I don't know what they are doing. They turn off your internet and turn off your TV. They are working on something and you don't get any credit for that. They could be off for eight hours. What really p*sses me off is you can't get on your computer. They are working on things; it is not a cable system, like another major communications company, it comes off the telephone lines. It does not affect the telephone, but it affects everything else. And they are expensive. They are too high. Suddenly your TV and internet goes blank They never fix it when they say they will. I don't call that a good system. Basically all of the competitive services are the same price.
Early this year, we began to consider changing our cable/internet/phone provider as costs from our current company were creeping up monthly. We visited the CenturyLink Sales Office in Ft Myers in April and were provided with information on their various offerings and given a cost quote of fees. They were also offering $150 prepaid gift card as a promotional tool.
We contracted with CenturyLink to provide us the bundled services and were given a cost estimate based on our needs. Technicians came to our home in the scheduled time frame and determined that we would need a new phone line buried on our property to get service to the proper location in the house. Again, at the scheduled time a representative from a subcontractor to CenturyLink, named Hewitt, arrived to bury the line. The work was to be done with a small but powerful machine with an attached approximately 3 foot long heavy duty knife-like device. The worker made it abundantly clear from the moment he left the truck that he had been doing this way too long and hated his job (I heard this several times while he was doing his task). OK. For my part, I pointed out to him the approximate location of my irrigation lines and asked that he be careful and not dig too deeply in those areas. He buried the line and made connections to my house wiring and while he was loading I turned things on to check for proper connections. Nothing. I went outside to tell him I didn?t have services but as he entered his vehicle he said it would take time to start working and drove off.
Bottom line: service was not established and I had 4 broken 1? irrigation lines. I had a number to call in case of damage but as I told the next CenturyLink technician who came to check my service, I would not have that company on my property ever again. I made the irrigation system repairs and the CenturyLink tech found that the wires had been improperly connected. Finally service.
Our service is generally acceptable though more pricey than quoted. The original quote did not include fees and taxes so the actual monthly charge was more than $40 higher than we expected. Figure that in folks!!! Phone service - no problems. TV - occasional minor issues. Internet - generally OK but at times can be as slow as dialup. Remember dialup. Go have dinner while the page builds.
We were told that the gift card would take as much as twelve week to arrive, so we waited. And waited. And waited. Still waiting. 6 months later. We began contacting Customer Service about a month after the 12 weeks were up and were told that because of unexpected demand they were overwhelmed and it would take a while longer. Later, we dropped by the CenturyLink Sale Office and were told that we should contact Customer Service. We had been. Try again. A month ago we were told by a rep that the card was in the mail. Since then they have hung up on us once (Customer Service!!!) and the latest answer was that they would expedite the card. Still no gift card.
This week we received a promotional flier in the mail from CenturyLink proudly offering a $300 Gift Card for new customers. We?d caution not to hold your breathe. Though the gift card is a small part of the overall consideration when choosing a provider the way this issue has been handled is irksome and we feel we have not been dealt with truthfully by CenturyLink. We were stockholders when this company was Century Telephone and were quite impressed with their handling of shareholder interests. Apparently there is a disconnect between shareholder and customer service. We are weighing our options and looking at alternate entertainment providers once again.
If you dare call with a suggesetion about better service, or an idea to help the neighborhood? They flat out tell you they have no capacity to take that feedback, which tells me as a consumer they're just not interested in your business.
The internet speeds (as poor as they are, especially the upstream) will make your TV slow while you're downloading because you have to share the bandwidth with them.
I called to make an appointment for "special services" to come out and help me with my already CAT5 Wired home. The first guy just never showed up, but I got the guys name and complained. The second person did show up but wasn't able to help. I got a ill for the first guy and the second. Then I could only call during business hours when I have other stuff to do to sort it out.
Poor service all around. Poor quality.
They scheduled a repair visit and the technician arrived early. He tested the unit again and determined it was no good. He replaced the unit, changed it's location closer to the router, which provided a better signal. He was extremely nice, was very intelligent and knew what he was talking about.
He was also a United States Marine Veteran that served in Iraq. I not only value his service to our country, but I appreciate any company that utilizes the skills that all Veterans offer America. He completed the job in good time and I have had no further problems with my service. This young man is a credit to the United States, the United States Marine Corp and Centurylink.
For the last 6 months I have received a bill from Century Link for almost $50, for a service I never used and for equipment that was never opened. The most recent letter was from a firm threatening that my account would be turned over for collection!
That was the last straw. Today I visited the Fort Myers local office and described the problem and showed them my bills, and the returned equipment receipt. They said they couldn't help me but gave me a direct number to call that would help me. When I got home, I called the direct number and was told by the person on the other end that she couldn't help me but would get someone to call me. Later, I did receive a call from a supervisor who said I was being charged for a phone line. Since I never hooked up the device, never used the service how could this be. Her answer was not constructive. Finally, I said you either have a 30 day no cost guarantee or you don't please let me know. She wouldn't answer this, so I finally said it was time for me to seek legal advice since she couldn't fix my problem. At that point she suddenly acknowledged that I had never used the service and therefore there would be no charge, and since there were no fees that it would not be possible to turn to collection. We will see if she is good to her representation.
In summary I feel that the customer service, lack of communication within their own company, lack of understanding of their own policies, and their attitude towards customers is not worth the hassle. Two other customers on my block feel the same way, and have canceled the service. Buyer beware.
During the 18 months I was using Century Link, on TWO occasions I had conversations with the representatives in which I asked if a faster service was available. They told me NO, that because of when my subdivision was built and since all the utilities were underground, there was no way I could get faster Internet service. Well, dumb me...I believed them. That is until recently when I learned that cable Internet service most certainly IS available in my neighborhood and--in fact-- it is installed and working as I write this. Shouldn't that be called "shady" marketing at best? What's more, the cable Internet service I'm using now is $10/month cheaper than Century Link was charging me, AND it's over ten times faster.
Bottom Line: I will NEVER use any Century Link service again in the future, and I will advise anybody who asks me to avoid doing any business with them whatsoever.
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