If I can get one person to not sign up with CenturyLink Prism or internet, this post is worth it.
I have called CenturyLink over a dozen times in the last few months to get my bill adjusted. Spending somewhere between 10-14 hours on hold. When first signing up for CenturyLink, I was promised a fair price ($75 for 40 mb up/40 mb down). This was to include the cheapest (and unwatchable, Standard Definition) Prism TV package. I then found out it’s more like 40/10, but they don’t specify this in any contract and I foolishly believed the salesman when he affirmed it was 40/40. I sucked it up, because I hated Comcast so much that I blindly thought nobody could be worse. I was so wrong.
I increased the connection speed to 100/20 (I believe it was 20, it may have been 10 because it was definitely not 100/100), for an additional $10/month. This quickly snowballed into an additional $20-$25/month after they pushed a new contract and added some more fees. I have now spent much more time and effort on crappy CenturyLink’s fiber internet than I ever imagined. I called every month to get my price adjusted, and they did — or they said they did. They “put in the order”. You see, CenturyLink doesn’t appear to allow its customer support on the phone to actually make changes to the account. They have to request it, like an order form, and it goes to another department who actually approves it. But this never happened to my account whenever I would get a fee removed or lower the price of something to a promotional offer. I even received one of those $10/month promotions in the mail, called to have it applied to my account, and was told that it was. Then I found out the following billing cycle that I wasn’t eligible for it. They don’t proactively tell you that they “cannot” fulfill an order the agent just committed to.
CenturyLink does not tell you when it disapproves of an “order” that customer support puts in. You just have to find out when your bill does not reflect the change that they agreed to. This is why it is 100% crucial you always record your calls with CenturyLink in case you want to fight them.
CenturyLink runs a bait-and-switch scam in my opinion. The price that you are promised will definitely go up within your contract term, which leaves you with no option but to either suck it up like they want or cancel and pay their arbitrary Early Termination Fee. I chose the latter, and am now going to fight to get it voided because I have recorded calls with them adjusting the price, telling me it was adjusted, and then hard evidence (the bill) that it never happened.
I’m pretty sure it is illegal to say you are going to be charged one thing, and then be charged much more. But I will probably be spending more time than it’s worth to fight this fee ($260, for 2 remaining months on my contract, which is more than my bill would have been had I stayed at the original 40/10 speed). So I pray that anybody that reads this, please do not sign up for CenturyLink, even if you hate Comcast as much as I do. I spent several times as much time on hold with CenturyLink than Comcast and I have nothing to show for it. They will keep billing whatever they want to, and you will have to cancel to get any justice. It’s just not worth your time.