Why do people call CenturyLink customer service?
People call CenturyLink customer service for a variety of reasons, including:
Request to start a new service
Make changes to existing services
Cancellation or transfer service
Technical support for services or devices
Upgrade or purchase equipment or devices
Doubts about the proper use of services or equipment
Scheduling technician visits
Doubts about accounting and billing issues
make payment plans
Best Practices for Calling CenturyLink Customer Service
To help ensure a productive conversation with CenturyLink customer service representatives, check out these tips:
Verify that you are calling the correct number for the service you are requesting. CenturyLink has different numbers for various departments, so check the website or your latest bill to find out which number to call.
Please have your account number ready, as well as any correspondence or invoices related to your inquiry. Nothing is more frustrating (for you or the representative) than finally starting a conversation only to have to search for documents you don't have on hand.
If you are requesting technical support for your internet, telephone, or DirectTV, be aware that the representative will likely request remote diagnostic testing. This will be easier if you are in the same room as the device or your computer. If you are calling about broadband service from a mobile phone and your phone is currently connected to your WiFi, turn off WiFi.
Have a pen and paper handy so you can take notes during your call. This can be useful if you need to record confirmation numbers and can be particularly useful if you need to escalate your case.
How do people feel about their calls to CenturyLink customer service?
Reports on CenturyLink's customer service are mixed. Some customers are very satisfied with the service they have received, while others have complaints. Areas of dissatisfaction often involve inconsistent information provided by customer service representatives, as well as failure to deliver on promises made.
Notable media reports
In one reported case, a longtime customer entered into a payment agreement with CenturyLink as a way to pay off a past due balance. Despite this agreement and an explanation that his first payment would take a few days to arrive, CenturyLink disconnected his service anyway, demanding a deposit before reconnection. Eventually, the situation was resolved, but not until a local journalist reported the story.
What kinds of problems can CenturyLink customer service solve?
CenturyLink customer service representatives can resolve a variety of issues over the phone, including signing up for new service, as well as transferring, changing, and canceling service.
Also, a representative can perform some diagnostics on your service and equipment. The representative can also teach you how to use your equipment and get the most out of your broadband, phone, and DirectTV services.
What can't be resolved over the phone with CenturyLink?
If your situation can only be resolved by replacing or repairing the equipment, you will need to make an appointment with a technician or arrange to exchange devices at a CenturyLink location.
If you want to pay your bill in cash, you must go to an authorized payment center. Be sure to bring your latest CenturyLink bill to ensure your payment posts correctly to your account.
What can I do if I am not satisfied with my call to CenturyLink?
If your first call to CenturyLink doesn't resolve your issue, don't give up. There are still things you can do:
If you haven't already, write down what happened during your call. Having this information in writing can make it easier for you to describe what happened to other CenturyLink agents.
Call back. You may have had a bad experience with a representative, but the next person you talk to may have the training and ability to help you.
Use CenturyLink's live chat option to connect with a representative. A variation on this is to get in touch through CenturyLink's social media accounts. Either option provides you with a transcript of your conversation, which can be very helpful if you need to continue with it.