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  • The only reasons I am giving this 2 stars is because of 1) the service I received from Michelle at Centurylink Corporate and 2) the service I receive from Pilar at the Centurylink store on Eastern Ave. We have had Centurylink phone and internet service since 2005. When Centurylink Prism was introduced in 2011 or 2012 with a promotional rate, we decided to add it to our Centurylink services. For the most part, we were satisfied with their service (connection was reliable, in-store experiences satisfactory). However, the MOST frustrating thing about Centurylink is that we CANNOT seem to reduce our bill! I cannot count how many times since 2008 I have attempted to ask if we can remove our home phone line (which is billed at $19.95 per month). The response I keep getting is that I am in a "grandfathered plan" (with my phone and internet) and if I removed my phone line, MY BILL WOULD ACTUALLY INCREASE!! Huh? You have got to be kidding me! We have recently moved and transferred our service and again I inquired about removing our phone line. And not to my surprise, I am still hostage to my phone line because of my "grandfathered plan". But this time I also inquired about changing my Centurylink Prism package to their most basic plan, only to be told that now this package is "grandfathered pricing" and if I changed my Prism to the most basic plan, it would actually cost me $20 more! For less channels! WHAT?! So we are pretty much stuck paying for a land line that we don't use and channels we don't need or watch. But the experience that sent me over the edge was when I called on July 3, 2015. The darn call to Customer Service lasted 2 hours and 45 minutes! I am not kidding. I was promised 40 MB Internet speed for the same price I was currently paying plus a $15 loyalty discount. But I was told that this would not go into effect until July 7th. Fine. On July 7th, I called to ask about some recent charges on my bill; only to spend another 2 hours on the phone with some moron from Customer Service and be told that I WOULD NOT BE ABLE TO RECEIVE THE 40 MB INTERNET SPEED UNLESS I PAID FOR IT! What?! That was not what I was told. I was furious and called Centurylink Corporate. Luckily, a woman named Michelle called me back and personally reviewed my phone calls. She was amazing, and personally made sure that I received everything I was promised.
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