Understanding the Fiber Experience: A CenturyLink Review

Company Overview

CenturyLink, now part of Lumen Technologies, is a well-established telecommunications company founded in 1930. Over the decades, they have grown and evolved, providing a wide range of communication and network services. Acquired by CenturyTel in 2009 and later rebranded to CenturyLink, the company aimed to expand their footprint and service capabilities. In 2020, CenturyLink rebranded as Lumen Technologies to reflect their shift towards more advanced networking and IT solutions. They cater to businesses of all sizes across various industries, including healthcare, finance, retail, and government, with a strong presence in North America, Europe, and Latin America.

CenturyLink’s business phone systems are designed to provide reliable, high-quality communication solutions tailored to meet the needs of modern enterprises. They offer advanced features such as VoIP services, unified communications, and scalable options that allow businesses to grow without needing significant changes to their communication infrastructure. These solutions are beneficial for improving operational efficiency, enhancing customer service, and supporting remote work environments. Security is a key focus, with robust measures in place to protect against cyber threats and ensure data privacy.

In terms of reputation, CenturyLink is recognized for their commitment to innovation and quality service. The company has received numerous accolades, including rankings in Gartner’s Magic Quadrant for Network Services. CenturyLink is not accredited or rated by the Better Business Bureau (BBB). 

Services & Features

CenturyLink offers a wide range of services and features for homes and businesses. For businesses, they offer:

Traditional voice/ landline
This service comes with several features, including the following:

• Voicemail: This feature allows callers to record and leave a message when the intended recipient of the message is away from the phone
• Caller ID: This feature shows the caller's information on the recipient's phone, making it easy to identify contacts
• Call waiting: Here, users are notified of an incoming call if they are already on another call
• Call forwarding: Users get to forward their calls to another phone or an extension

Connected Voice over Internet Protocol (VOIP)
In addition to the traditional voice landline service, CenturyLink also offers connected VOIP and advanced phone system features. In addition to the features in the landline service, the VOIP service also offers:

• Instant messaging: Send and exchange messages instantaneously between two or more people and improve your customer service
• Video and audio conferencing: Get on a call with business partners or other stakeholders simultaneously, either through audio or a video connection

In-app management
Manage and control your business or home network easily with the CenturyLink Mobile app. This app offers several guest and parental controls and allows you to manage devices connected to your network.

Plan transfer
Moving your business or family to a new location? Get your internet plan transferred quickly with CenturyLink Plan Transfer at no additional costs.

Cybersecurity
Get real-time protection across all your devices from some of your business's most common threats, including denial-of-service (DoS) attacks.

Pricing & Plans

CenturyLink provides different pricing plans to suit your internet needs. Here are their main plans:

Simply Unlimited Business Internet
This plan starts at $55/month and offers speeds of up to 100mbps. The speeds may vary when connecting to the internet wirelessly. Customers may have to pay an installation fee not exceeding $149, which will also cover the installation equipment.

Business Fiber
Starting at $75/month, this plan offers speeds of up to 940 Mbps. The plan features identical download and upload speeds. Additionally, subscribers get free Wi-Fi equipment and free installation, worth $129.

Business Internet + Voice
Starting at $95/month, this plan combines CenturyLink's reliable home fiber with a calling/voice service. It entails internet service speeds of up to 140 Mbps and unlimited nationwide calling with multiple calling features. Subscribers can also connect multiple users and devices. Additional charges may include CTL Fees not exceeding $4.00/mo/line.

Advantages & Disadvantages

Advantages

CenturyLink offers several benefits aimed at helping businesses grow, increase their productivity, and remain competitive. With affordable plans combining internet and voice services, they are committed to providing well-rounded solutions for all communications needs. 

Here are some of the key advantages of using this company.

Free Wi-Fi equipment and internet installation
Some of the company's primary plans include free wireless equipment and installation (up to $150). Subscribers only pay the subscription fee to get connected. This can especially be useful to small businesses just starting and looking to cut operations costs.

Flexibility
CenturyLink offers flexible pricing plans with the option to opt for Voice, internet services, or a combination of both. This gives subscribers a choice and ensures they are not forced to commit to a plan with services they do not need or will rarely use.

Faster internet plans
Since their internet services in the fiber plan use a 100% fiber-optic network, CenturyLink provides 20x faster speeds compared to cable internet. This provides an internet service with minimal or no lag time.

Mobile app
The company provides subscribers with a mobile app to log into their accounts and control their network. Here, users can set parental controls, see all available devices connected to the network, and manage connected devices. The app also makes it easy to monitor plans and renew subscriptions.

Unified communications
CenturyLink offers a VOIP system that allows for the integration of several communications features, such as Voice, chat, file sharing, instant messaging, and audio and video conferencing. This all-in-one platform ensures that your business can handle its communication needs on one platform.

Easy-to-use admin portal
Managing different departments and devices is important for seamless communication and transparency in your business. CenturyLink VOIP services come with an easy-to-use admin portal that allows access to all devices using the service.

Allows multiple users and devices on one plan
CenturyLink's combined internet and voice plan allows subscribers to connect multiple devices and users. This could ultimately reduce businesses' operating costs since they don’t have to incur extra costs for each user or device added to the plan (other than initial CTL fees).

Disadvantages

Even though CenturyLink offers a host of advantages in their internet and Voice plans, it is important to be aware of the potential drawbacks that may affect the user experience.

Some internet plans may not offer fiber connectivity
CenturyLink primarily emphasizes the capabilities of the 100% fiber optic network. However, some of their plans do not offer fiber connectivity. Even though such plans are cheaper, the limited speeds of such connections can be dissuading.

Security concerns
Given that CenturyLink Voice service is based on landline and VOIP systems, they may be susceptible to security breaches and concerns such as eavesdropping and unauthorized access.

Potential downtimes
Even though CenturyLink offers internet via a wired connection, customers may experience potential downtimes when accessing the internet wirelessly. In addition, wired fiber connections may not be available in certain areas, which may cause the company to resort to alternative methods in order to provide the service.

Surcharges for extra lines
While the company allows subscribers to add extra users and devices to their plan at no extra charge, customers will still need to pay TL fees and some surcharges, which may make plans more costly in the long run.

Customer Reviews

Customer reviews for CenturyLink’s business phone systems can be found on several trusted platforms, offering valuable insights into the user experience. On the Better Business Bureau (BBB), CenturyLink has a rating of 1.02 out of 5 from thousands of customer reviews. Trustpilot shows a similarly low rating, with the company scoring 1.1 out of 5 stars. In contrast, G2 provides a more balanced view, with CenturyLink achieving a rating of 3.3 out of 5. 

Positive feedback

Positive reviews on various platforms highlight several aspects of CenturyLink’s services that customers appreciate. Users often commend the company for their stable connections and fast internet speeds. Some customers have praised the affordability of CenturyLink’s plans, which offer competitive pricing for the speeds provided. Additionally, perks such as free installation and the inclusion of modems are frequently mentioned as beneficial. These positive aspects contribute to a generally satisfactory experience for some users, particularly regarding the performance and value of the service.

Critical feedback

Despite some positive remarks, there are several recurring complaints about CenturyLink’s services. On the BBB and Trustpilot, many customers have expressed frustration with frequent service outages and the lack of a clear schedule for restoration. Issues with customer service are also a common grievance, with complaints about long response times and unhelpful automated responses. Furthermore, customers have reported unexpected fees and plan changes without prior notice, contributing to a perception of poor communication and transparency from the company.

Proactive approach

CenturyLink has shown a proactive approach to addressing customer complaints. Over the past 12 months, the company has addressed many complaints on the BBB platform, demonstrating their commitment to resolving issues and improving customer satisfaction. By increasing the availability of customer service representatives, CenturyLink aims to provide better support to its growing customer base and address concerns more efficiently.

While this overview provides a snapshot of customer feedback, it is recommended that readers conduct their own research. Prospective customers should contact past or present clients of CenturyLink, inquire about their experiences, and ask sales representatives for comprehensive details on the services. This due diligence will ensure an informed decision that best suits their business needs.

Customer Support & Services

There are several ways to contact the company’s customer support if you have questions or concerns or want to learn more about their offerings. The company offers live chat support where you can connect to an agent when seeking help with small business or home internet service. Live chat is available from 8 AM to 9 p.m. CT, Monday to Friday. For account, billing, and repair support, you can contact the business at 800-603-6000 Monday-Friday, 8 AM - 6 PM local time.

Conclusion

CenturyLink, now a division of Lumen Technologies, continues to carve out a distinctive niche in the highly competitive telecommunications industry. Founded in 1930, the company has evolved through significant milestones and strategic acquisitions, culminating in a robust offering of internet and voice services tailored for both homes and businesses. Their emphasis on a 100% fiber-optic network positions them as a reliable provider of high-speed internet, especially appealing to small and medium-sized enterprises.

The mixed reviews from customers on platforms like BBB, Trustpilot, and G2 highlight a dichotomy between satisfaction with product performance and frustrations with service reliability and support responsiveness. Despite these challenges, CenturyLink's proactive approach to addressing customer complaints and continuous efforts to enhance support services demonstrate a commitment to improving user experience. CenturyLink remains a strong contender in the telecommunications market for businesses seeking a blend of affordability, reliability, and comprehensive service offerings. 

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