CenturyLink, one of the nation’s largest telephone and internet providers, made a lot of noise when it introduced Internet Basics — a program supposedly designed to bring high-speed internet service to America’s neediest families for under $10 per month.
That was then, this is now.
Internet Basics hasn’t lived up to its potential and that’s a major blow to financially-struggling Americans.
We did a search for “Internet Basics” at CenturyLink’s online newsroom and discovered, much to our dismay, that the company hasn’t sent out a press release about its service in nearly three years — since October 31, 2011 — when they issued one headlined “CenturyLink Introduces Internet Basics for Low-Income Consumers in Arkansas”. Not exactly major news, yet that is the “newest” press release shown.
On the other hand, we are inundated with press releases from Comcast, the nation’s largest cable TV company, about Internet Essentials, its program designed to provide internet access to some of the same financially-struggling Americans. Those press releases tell us that Internet Essentials now serves more than one million low-income families across the country, which new community service organizations it’s begun working with, which new school districts it partnering with to bring internet service to students from low-income families, and much more.
But CenturyLink’s Internet Basics? Cue the crickets.
We used Bing (our preferred search engine) to search for news articles referencing “Internet Essentials” and “Comcast.” We found 4,840 news articles. Then we did the same search for “Internet Basics” and “CenturyLink” and found a paltry 55 articles. Fifty-five articles in four years? When Company A has 90 times more news articles written about it than directly comparable Company B, a skeptic might begin to wonder if Company B is really trying.
To use a military acronym, Internet Basics is MIA (Missing In Action).
The first search result, as one would expect, is the Internet Basics page found at CenturyLink.com. The second result is from the Hunterdon County Democrat, not exactly a powerhouse media outline, on January 23, 2012. The third result is an article that ran in the Van Wert, Ohio Times Bulletin, another small town newspaper, on December 26, 2011.
It is also telling, perhaps, that Comcast has built a content rich website exclusively devoted to its Internet Essentials program. This is in sharp contrast to CenturyLink, which instead of building a website dedicated to its Internet Basics program, merely gives it a page on its corporate website.
So after wondering what happened to Internet Basics, we decided to see if we could find out.
On July 9, 2014 we emailed CenturyLink’s Director of Investor Relations, and copied her Coordinator. We received no response from either.
Later that day we left a voicemail for the Community Relations Manager for CenturyLink at its Monroe, Louisiana headquarters. She was kind enough to call back and left a voicemail telling us that she was not the right person to talk to, but gave us the name and contact information for CenturyLink’s Public Policy Manager.
We emailed the Public Policy Manager on July 14, telling her who we were and asking if we could spend a few minutes picking her brain on the current status of Internet Basics. She replied by saying that instead of talking on the phone, she would prefer to handle the questions and answers via email. That was certainly acceptable to us, because it appeared that we were making progress and would soon know everything we wanted to know about CenturyLink’s Internet Basics.
That same day we sent her the following email:
I had a few minutes between meetings, so I put together some preliminary questions. Can I quote you? If so, what is your official title?
1. How many customers do you currently serve with Internet Basics?
2. Is that number growing or declining? For example, how many did you have a year ago compared to now?
3. Why no PR on Internet Basics when we get a constant barrage from Internet Essentials? They tout absolutely everything they can think of — major, minor and everything in between. As I mentioned in my initial email, we haven’t seen an Internet Basics press release since late 2011. Has the company chosen not to promote Basics?
4. What are your longterm plans for Internet Basics?
5. Have you rolled Internet Basics out in every CenturyLink market or just in a smaller number of markets? Which markets?
6. Internet Essentials is putting a major effort into working with schools and school districts in the markets they serve. In fact, it appears as if that will be the thrust of their future efforts. Any similar efforts from Internet Basics? Can you give me some specifics?
That should get us started. Thanks, Millie. I appreciate any info you can give me.
CheapInternet.com does everything it can to promote programs that provide service to America’s needy, so any info you can give me will be much appreciated.
She responded a few minutes later with an email that said:
Thank you! I will move forward on this and should have something by end of day on tomorrow or on Wednesday morning.
“Aha!” we thought. “We’re finally making progress.” But it was not to be. Wednesday came and went with no response, and so did Thursday, so we sent her a follow-up on Thursday evening, July 17:
Just checking in to see if you’ve been able to make any progress on our questions.
Please let me know.
Thanks.
Bright and early the next morning, Friday, July 18 she responded with a cheery:
Good morning. Trying to complete it on today.
Cool, we thought. This will make a great article. Can’t wait to get the info. That’s when things went south. A little later that afternoon she sent us this email:
Hello,
Is this your article?
https://www.cheapinternet.com/are-internet-essentials-internet-basics-government-programs
We immediately responded by telling her that it was, indeed, an article that had run on CheapInternet.com some time ago and that we wanted to update the information. That’s when she sent us an email saying, and we paraphrase, “I’m going to turn this over to someone else to answer your questions.”
We immediately sent her an email asking who that person was so we could contact them directly, but received no response.
Early in the morning of July 30, we received these “answers” to our questions:
1. How many customers do you currently serve with Internet Basics? CenturyLink doesn’t release the number of Internet Basics subscribers.
2. Is that number growing or declining? For example, how many did you have a year ago compared to now? The number continues to grow.
3. Why no PR on Internet Basics when we get a constant barrage from Internet Essentials? They tout absolutely everything they can think of major, minor and everything in between. As I mentioned in my initial email, we haven’t seen an Internet Basics press release since late 2011. Has the company chosen not to promote Basics? We’ve done many news releases over the last three years promoting Internet Basics, including local releases.
4. What are your longterm plans for Internet Basics? The program will continue to be offered through at least 2017.
5. Have you rolled Internet Basics out in every CenturyLink market or just in a smaller number of markets? Which markets? Internet Basics is available everywhere CenturyLink offers DSL service.
6. Internet Essentials is putting a major effort into working with schools and school districts in the markets they serve. In fact, it appears as if that will be the thrust of their future efforts. Any similar efforts from Internet Basics? Can you give me some specifics? CenturyLink has been working with local communities in its service areas to help close the broadband education and adoption gap that separates so many Americans, especially older Americans.
That same day, after receiving these wholly inadequate answers, we responded with this email:
It appears that you’ve given me the barest of bare bones instead of any substantive answers to our questions. Mind if I ask why there’s such a reluctance to provide any details?
She quickly replied, and said:
I am going to forward your question to our Corp Communication contact who prepared the response. Thanks.
A few hours later on on July 30, we received the following “expanded” answers to our questions. From our point of view, these answers simply used a lot more words to provide absolutely no more information.
1. How many customers do you currently serve with Internet Basics?
Since the launch of its Internet Basics program, CenturyLink has seen a larger number of seniors participating in the training sessions and requesting more information about the program. Even though they are late adopters to the world of technology, their interest in the Internet is growing steadily. As they become more aware of the key role that broadband connections have in providing them with access to news and information, health resources, government services and opportunities for social and economic support, they realize the importance. Over 55% of those participating in CenturyLink’s basic computer training programs were 55 years old or older.
2. Is that number growing or declining? For example, how many did you have a year ago compared to now?
The Internet Basics program has a great appeal to older Americans, to non-English speaking populations and to economically-disadvantaged families. Since its launch in 2011, the number of subscribers has grown steadily. Our total subscribers have increased by almost 40% since June 2013.
3. Why no PR on Internet Basics when we get a constant barrage from Internet Essentials? They tout absolutely everything they can think of — major, minor and everything in between. As I mentioned in my initial email, we haven’t seen an Internet Basics press release since late 2011. Has the company chosen not to promote Basics?
Since CenturyLink’s launch of its Internet Basic, the company found that the most effective means of promoting its program to its targeted audiences is through local nonprofit organizations, social service organizations, schools, libraries and community-based organizations through the use of flyers and brochures. However, since its launch, the company has distributed over 3,000 news releases and established over 1100 relationships with local organizations. CenturyLink continues its support of the program through local market initiatives, its local partnerships and through special collaborations with senior centers and schools. Even though the PR provides a certain amount of awareness, it is not the most effective means of reaching the targeted audiences needed for this program.
4. What are your longterm plans for Internet Basics?
As a service provider, CenturyLink is supportive of the Federal Communication Commission’s National Broadband plan to help ensure that consumers within CenturyLink’s service areas have access to affordable Internet service. The Internet Basics program was initiated in support of that effort. CenturyLink has made a commitment to make its discount plan available until October 1, 2017. At any time until October 1, 2017, a qualifying customer may enroll in this service plan once, and he or she may choose a term of as little as one year, which may be extended at the customer’s option on a month-to-month basis for as long as five years.
5. Have you rolled Internet Basics out in every CenturyLink market or just in a smaller number of markets? Which markets?
CenturyLink’s Internet Basics is being promoted through the use of flyers, ads, posters, Press Releases and direct mail in all of the CenturyLink service areas.
6. Internet Essentials is putting a major effort into working with schools and school districts in the markets they serve. In fact, it appears as if that will be the thrust of their future efforts. Any similar efforts from Internet Basics? Can you give me some specifics?
CenturyLink has always worked with key local schools districts to promote awareness of the Internet Basics service and equipment discounts. We have participated in back-to-school programs, Open House events and school’s PTA activities. That effort will continue; however, since our targeted audiences fall beyond the schools, we will also continue to focus on seniors, veterans, non-English speaking populations, tribal lands and other economically-disadvantaged households who might meet the qualifications and who might be interested in the program. Our promotion and marketing of the Internet Basics program continues throughout the year and is not limited to the schools or to households with children in the National School Lunch Program’s Free Lunch Program.
As we said, a lot more words to provide absolutely no more information. Is CenturyLink really so upset with the mild criticism contained in our earlier article that they no longer want to communicate with the nation’s leading website focusing on cheap internet? Or do they simply not want to promote their Internet Basics service? Or is there some deeper, darker reason for the company’s reluctance to provide information.
Despite CenturyLink’s lack of cooperation, we decided to dig in and see what we could find out on our own. A little Binging took us to a report called “CenturyLink Internet Basics Independent Research Report” produced by VisionTech 360 on October 15, 2013.
In that report, CenturyLink says that it devoted substantial assets — human and financial — to the Internet Basics cause:
- Prepared and distributed 3,058 individual news releases.
- $4,794,889 were spent on promotions, advertising and other media outreach.
- Distributed nearly 165,000 flyers.
- Organized and or participated in 231 community events.
- Attended more than 700 informational meetings with local officials and other community leaders.
- Established partnerships with 1,130 local organizations.
- Organized and conducted 123 individual trainings.
Impressive at first glance. One would hope that an investment of this scale must have resulted in tremendous success for Internet Basics. Unfortunately, the report later dashes those hopes:
Saying that the program’s results are “modest” is an understatement. A huge understatement.
According to the same study, the results should more correctly be called meager, not modest. CenturyLink notes the total number of low income residents in the company’s service areas who took advantage of its Internet Basics program:
- 2,641 people trained in CenturyLink states.
- 40,584 people purchased an Internet Basics discounted service connection.
- 2,210 netbooks sold.
In comparison, more than 300,000 Americans have purchased Comcast’s discounted Internet Essentials service. Comcast has also provided digital literacy training for more than 1.6 million people and sold 23,000 low-cost computers. (Source: Internet Essentials’ Year Three Internet Essentials Progress Report dated March 4, 2014).
The difference between the two programs is quite stark, even if you add the 40% growth CenturyLink says it saw since June 2013, and even if you consider that Comcast has a much larger coverage area than does CenturyLink. It is still underperforming Internet Essentials.
CenturyLink started the Internet Basics program as a sop to the Federal Communications Commission. In order to gain FCC approval for their purchase of Quest Communications. It agreed to offer low cost internet access, low cost computers and free computer and internet training to low income Americans. It was one of the conditions of that approval.
After viewing the results generated by CenturyLink’s Internet Essentials, we can only draw the conclusion that CenturyLink is doing the bare minimum necessary to keep the Federal Communications Commission regulators at bay, then explaining away the dismal numbers by saying, “Sorry. Things were tougher than we expected.” Maybe that wasn’t the scenario, but it’s all we can imagine with the limited information they’ve given us.
While we understand that CenturyLink prefers to reach their potential Internet Basics customers by going direct through organizations and institutions, we don’t think it’s enough by any means. We urge CenturyLink to get serious about the Internet Basics program. Devote the time and resources to it that Comcast devotes to marketing and promoting Internet Essentials. Make it everything it can be instead of doing just enough to avoid FCC condemnation.
Millions of struggling, low income Americans deserve no less.
If CenturyLink would care to respond to this article, we would be happy to run the full response here at CheapInternet.com.
Leanne says
Century Link completely ended the Internet Basics program in nearly all states, I saw this on their website as well as received a return call from a rep confirming it was -ended. If there are other internet programs in Minnesota please share this information, There are many low income people who need it. Including my oldest daughter who was just let got at her long time job as a graphic designer for the newspapers ( they are outsourcing the graphics overseas to save money ), so she will be struggling and need to go back to school and need all the help she can find to make ends meet for a while. Thank you..
CheapInternet.com Administrator says
Yes, we reported CenturyLink’s disappointing (but not unexpected) move in this article:
https://www.cheapinternet.com/centurylink-ends-internet-basics-program-centurylink-screws-poor-americans
If you’re looking for an alternative, you can find all the low-income internet plans at this link:
https://www.cheapinternet.com/low-income-internet
Kevin Ritchey says
I’m on SS disability from an episode of spinal cancer and my income is currently $976/month. CenturyLink has been charging me approx. $160/month on the phone/internet end and over $120 for DIRECTV service. It’s ludicrous that I’m only receiving about 12-14mps on a 20mps plan and they want another $100 for a modem to go faster. I need help badly!!! They are the worst people in the world for customer service.
CheapInternet.com Administrator says
There are other options available, Kevin, that will cost you much less. Check them all out at the following link:
https://www.cheapinternet.com/low-income-internet
Jesse Graham says
I wanna sign up for the plan
CheapInternet.com Administrator says
Before you enroll in any low-income internet plan, Jesse, you should check them all out to make sure you’re getting the plan that fits your needs best. Here’s where you can review all the plans currently available:
https://www.cheapinternet.com/low-income-internet
Jean Gilliam says
October 26,2017
Hello,
I’m a senior on SSD, I have been with Centrylink for several years. I’ve called and been online for answers on my billing for months. Each time CL stated they would correct my bill and give me a “credit” for billing charges..
Finally today I was connected to Sal who was introduced as a Supervisor of Customer Loyalty. After explaining what had happened, my bill went from 62.00 now to 143.00. (this included a late fee for waiting on the “credit” to show up).
I was on Internet Basic program for 5 yrs. And as of now that program no longer exists. They no longer offer it. And NO one there know anything about it.
Just thought I would let you know. But it is still on the website they offer. Again, No One knows what I could possible be looking at… so frustrating. I’m here now to change my internet plan.
J Gilliam
CheapInternet.com Administrator says
We just got off a phone call with Internet Basics and they assure us that the program is still up and running. If any other readers have any info about the program being shut down, we would love to hear about it.
DIANNE TATTA says
yes, this program is expiring(*basic internet-low income) and was to last only five* years for low income. my bills all say expiring jan. 2019* so nervous if i will be able to have any* internet after this issue occurs! my ss is only $730.00 a month! dianna
CheapInternet.com Administrator says
If you visit our CenturyLink page, you will see that the company has cut back from more than 30 states to only three. The article on this page expresses our disappointment and CenturyLink’s complete lack of commitment to this program. It seems to have been a farce from day one.
Tina Dalzell says
Yes,just tried to get a hookup on Century Link (for Internet Basics Plan) but first I need to submit a application online or so I was told when I called the customer service #,so I came back to the website for them and click on all 3 links but there is no way to get to the app.from these sites…so nothing more than a big run-around from a live person on a phone…at customer service…the phone # I tried was 1-866-642-0444…and today’s date is 10/20/2017.
CheapInternet.com Administrator says
As you can tell from this article, CenturyLink is not one of our favorite service providers, Tina. Take a look at all the other low-income plans available at the following link. Hopefully, one of them will fits your needs even better:
https://www.cheapinternet.com/low-income-internet
janet ellingson says
I am a low income senior citizen and centurylink has robbed me from day 1…not a good place to do business. they will lose more customers than gain.
Melissa says
I live in a Century Link, Internet Basics area, this is the first I have heard of this program. I fall within all the criteria I am a target audience and go to the organizations they say they go thru. It makes me wonder why I have to walk 2 miles to go to the library to get free Wi-Fi. If I take public transportation 2 trips a month would pay for my home wi-fi. I am outraged!!! Do the powers that be at Century Link we are lesser human beings because we don’t have the income they have. I would love an answer to that but i’ll never get it from this company. They need to remember 2 things God don’t like ugly and Karma’s a bitch..FCC get to work!!!
CheapInternet.com Administrator says
We think something may have been autocorrected in your comment, Melissa. What do you mean that “they say they go thru?”
Depending on where you live, you may have other options. Check out all the low-income plans available at the following link. And pay particular attention to PCs for People and 4GCommunity. They are both excellent options if they are available in your area.
https://www.cheapinternet.com/low-income-internet
Wendy Riess says
Hi im the guardian of my beautiful delayed brother. Im moving him into his own place and we are on a very tight budget. After reviewing all of the avaiable plans, not one is offered for disabled people? Im in shock? He works, pays taxes, all i want is for him to have access to netflix ect.
Disabled, the forgotten
CheapInternet.com Administrator says
We think you may have overlooked a couple plans, Wendy (at least we hope you overlooked them). Check out PCs for People and 4GCommunity at the following link. They offer plans without the stringent eligibility requirements the other plans have:
https://www.cheapinternet.com/low-income-internet
Will says
I have been reading up on this subject for what I feel is a very good reason. I had the Internet Basics installed approx. 3 months ago. At the time of ordering it I was told that they (CenturyLink) could not give the program for the advertised and set price of $9.95. Was given the reason that the Mbps were not able to run at the speed that the FCC set. So I have been charged at $20.94 per month. Well, it never sat right with me so I am going to send a complaint to the FCC and see what they say.
Good reads though, thx
CheapInternet.com Administrator says
We’d be very interested in hearing more about the results of your complaint, Will. We’ve always felt as if CenturyLink is, shall we say, less than fully committed to this program. Please let us know what happens.
Gwendolyn Kranz says
I applied for Century Link Internet Basics in October, 2015. At that time they were not offering a netbook at a reduced price, but offered and iPad Mini for $150. I had to agree to a 2-year term commitment in order to purchase the iPad. I chose to purchase the iPad, not realizing that it was an outdated model. After the fact, I saw the same iPad advertised numerous places for $99. The $9.95 price they advertise is for internet with download speeds UP TO 1.5M, and upload speeds up to 256K. I can not drive because of a disability and rely on the internet for a lot of things, so I chose their $19.95 per month service. With that I got download speeds of 4M up to 10M, and upload speeds of UP TO 1M. The service has worked well for me. But the price goes up substantially after the first year. The $19.95/month does not include the broadband recovery fee which started out at $1.99/month. So the first correct bill I received was for $21.94. That was my bill for about 3 months. Then in April of 2016, the Broadband Cost Recovery Fee jumped by $2 to $3.99/month, so my total bill went from $21.94 to $23.94. My bill remained at that amount until last month, when it skyrocketed to $39.53. I lost the credit for the modem lease, so that added $9.99 to my bill. My HSI went from $19.95 a month to $24.95 a month. And I’m locked in for another year. According to my bill, the ‘regular’ price for Century Link high speed internet is $59.95 a month, plus the Cost Recovery Fee and the Modem Rental Fee, which would bring the total bill to $73.93 plus taxes. So I guess this is still considered a reduced cost plan. Technically. But it hurts when you see offers to the general public for less.
CheapInternet.com Administrator says
CenturyLink is one of our least favorite low-income service providers. Introducing the service was the price the company was forced to pay in order to get an acquisition approved and its heart has never really seemed to be in it. Here’s an article from 2014 that explains it all:
https://www.cheapinternet.com/centurylinks-internet-basics-not-living-up-to-potential
Check out the list of low-income services available to see if another one might be available in your area. Pay particular attention to PCs for People:
https://www.cheapinternet.com/low-income-internet
Ryan Simmons says
I do not believe they offer anyone the Internet Basics Program and it is just a sham.
I signed up for it by faxing in the information. (application and my last years taxes).
I have six kids and married and some of my kids are disabled, we are far below
the poverty level which is one of the requirements.
Never spoke to anyone before I did the fax, just expected a call for verification.
Signed up for the $19.95 12meg down(Arizona) free modem rental for 1yr.
They sent the modem and someone over to connect in about 14 days.
Everything was connected so I canceled Cox Cable.
I then received a pre-bill and was concerned that I was getting charged regular price.
I tried to log in to my account but only had been given a 10 digit account #
which was good enough to enter my credit card, which was a mistake.
I went to the local office which they could not offer any help other than
re-faxing my application and getting my full 13 digit account #
I was able to log into my account and found out that My bill was $81.
$51 and the rest for connection fee/partial month.
I called to try to get my bill fixed. After about 2hrs on the phone someone said
the bill was fixed.
Waited about a week and no change on the internet bill.
Forgot I had signed up for automatic debit and was charged the $81.
Received in the mail that I need to send in proof of the federal lunch program.
I was able to get only one of the kids Schools to do that as most of my kids schools
was at end of year. Sent in the fax.
I should not have had to do that as we are below poverty.
I called again on a Friday and after 2 or 3 more hours on the phone someone in that department said I was finally approved. Why was I connected before I was approved?
aproved. She said it was fixed and that the billing should show the correct amount on Monday.
It did not happen and is over two months after I sent in the fax.
I am about to go protest in front of their office or file a small claims lawsuit.
I think I will first make a youtube video just about this subject. Maybe that will get their attention
for the lier’s that they are.
Ryan Simmons
CheapInternet.com Administrator says
That is an outrageous situation, Ryan. You should definitely challenge the bill with your credit card company. Are any of the other low-income programs available where you live? Check them all out here:
https://www.cheapinternet.com/low-income-internet
June. C Mckenzie-Brown says
I would like to know how to apply for your low income wifi internet I’m on Social Security Disability also Snap and Medicad. Please . Thank June
CheapInternet.com Administrator says
Unfortunately, June, the things you listed may not automatically make you qualify for one of the cheap Internet plans. But here’s an article that lists all the plans so you can see which ones you are qualified for and which ones offer service in your area:
https://www.cheapinternet.com/low-income-internet
Good luck.
DIANNA TATTA says
i have centurylink and i am sure they do not want the general public enlightened as to internet basics! my internet originally* cost 9.99 1st.* year and now—-supposedly* 15.00 for internet and*chargging**for modem**-10.00**(rounding off price)* and somehow raised it again-5/1/16 and bill on internet-total–$28.00 –and**you have**to have***for the internet to work***—a landline* phone**another 25.00plus* and life line*pays $10.00 of credit* so my bill this month—-$38.00**phone^internet –no way***to be**low* income**$$$! i have basic* phone and still–every* month charged–higher-higher charges! shame on centurylink! the original low* income**package is no longer**low**income! headed* for a $50.00 bill***each month if their* extras**added in next few* months! dianna–florida
CheapInternet.com Administrator says
It’s clear that CenturyLink is going out of its way to not promote Internet Basics, but this is a disturbing comment. Can you send us a copy of your bill, Dianna, so that we can check into it further?
Michael says
Just received my CenturyLink bill today 3 month in a roll it’s increased so I called them up some rep named Gary looked over my bill I first called him out on the fact CenturyLink uses a 3 party company to handle there billing and charge $3.50 to do so you no matter your bill that cost is past on to the customer.. Really there CEO makes 12.4 million a year the can’t cover basic cost of business cost? next pointed out that Broadband Cost Recovery Fee went from $1.99 to 3.99 even tho I’am in there lifeline plan. So I’ve been a customer for 12 years always paid my bill and you jack up my rates $3 each month for the last 3 months. His answer we can’t do anything about it.. its the Fed Gov.
My response your going to lose a long time customer over $9 ? His “my hands are tied” Will guess what mine are not come next month I’am buying a $79 cable modem and switch to Cable America with a $49 a month bill in a year the modem will pay for it’s self and CenturyLink have lost a $69 customer for life.
CheapInternet.com Administrator says
If you’re paying $79 per month you are not on CenturyLink’s Internet Basics plan. Correct?
James Bailey says
You really blast CentryLink for not getting information out to us seniors or to families with school age children and it seems as if they deserve a little klick in the pants. But, always a but somewhere isn’t there, You, writer of the article, only confused a lot of senior on where to go to apply for either of the programs. Yes I am older and my eyesight is not as good oa once was, but you should not hide your info or make it harder for us to find. So, as you get after the two companies, I am going to say shame on you too. Now, where the world did I put my darn slippers at?
Linda G says
I signed up for low-income service and got a bill that was inflated from the amount CenturyLink advertised. After calling, I was told that I was billed at the full rate for a partial month because discounts were not made on partial months. Since I have a limited income, I cannot afford to pay the extra and had to disconnect service before late charges were added. I could not do a deferred payment. Now I can never do the program again since I discontinued before five years. It is just dumb.
Gaye F says
I live in a subsidized housing complex in Montana, and have weekly advertisements from CenturyLink in my mailbox…they never mention their low-income service.
Laurie Robbins says
Where is cheaperinternet at!
Where is Centurylink in Shreveport and Bossier City at?
I need it very bad
Nicole says
I have been looking for low cost internet for several years, and even having friends and family that were Centurylink customers, I had never heard that they had a low cost program until searching for low cost internet online. I would like to know where they putting the flyers promoting this program. I personally have not seen any flyers in the local library, or at the family services office (where one would get food stamps), the Section 8 or HUD office, or even at the Social Security office, and those are only a few of many places that would gladly set the flyers out for those in need. Seems to me that Centurylink doesn’t want the public to have access to this program, and after reading some of the other comments, I’m not sure there can be any doubt. In my opinion Centurylink has a lot of explaining to do!
Arthur Hall says
My VERY recent experiences (2 weeks ago) with the number 1 internet service (according to them). According to me they are way below the bottom of the list. Here is what they did to me and I believe they are not done screwing up.
Before the problems I had a bundle of phone, internet and DirecTV. In order to lower my bills (we live on SS only) I switched to VoIP with Vonage and with my same phone number. Vonage does not do internet service only VoIP. the phone changed included that Vonage request the phone number be ported over to them. Good, that went OK. but Centurylink says they have a policy that when a customer drops part of a bundled they CANCEL the entire account. this is VERY VERY WRONG. Thus Centurylink left my with NO internet, VoIP (phone) or DirecTV for 5 days. I could not get any help whatsoever from as this happened at about 7pm on a Friday night.
Also as a result of their doing I now have a $200.00 cell phone bill. and have received 5 DIFFERENT order confirmations with several different phone numbers on them. I wonder what my bills will look like? They sent me 2 new modems thus making me return my old one which was working perfectly.
Not being a computer geek it took me 36 hours to get everything connected and working properly
I am just getting over being on my last nerve. Never again will do Centurylink.
As soon as this is all straightened out I’m going to buy my own modem (saving the lease money), router for better in-house connectivity, and a n Ooma phone service adapter (for a pennies a month phone service). This should save me about $200.00 per month.
Begone Centurylink – never again; the WORST company on it’s kind.
Tonya Zedder says
When we first moved into our new house, we asked century link if they had programs for low-income households. They flatly refused that they did. This was three months ago. I flatly took them for their word until a 95 dollar a month bill left us with the dilemma of having to pay rent or have a phone. Our service was about to be disconnected when I remembered an add by your company that ran, saying there was low-income internet. I chanced that maybe something else would be offered in my area and googled and checked out the site. Surprise, Surprise, Century Link offers the program! Now I am calling to see if they will allow me to switch…otherwise we are going without a home phone…and I have two little children ages 4 and 5, I live in the sticks, and theres no cell phone coverage out here. What a bunch of malarky
tonjia says
Been trying for 2 months to get internet basic’s. left messages ,no reply. finally called from a different number,still getting the run around. mailed application,said they never received it. Try’d faxing. fax number don’t work. Is this just an attempt to get satistic numbers to try and look good!!? I’m almost afraid to re-mail application. no telling what there doing with info. HELP FCC. Pff!-yeah right there’s only one fax number for the entire CenturLink family. WHAT A JOKE!!! get my hopes up for nothing. Glad I READ THIS!!! YOU SHOULD TO.
Lesley Ryan says
I had a USB connection with Cricket which wouldn’t work when I moved to a semi-rural area, so I had to get an account with CenturyLink. It’s like being nibbled to death by ducks. I an partially disabled so I like to use my computer to pay bills but I am pretty unsuccessful with that as far as they’re concerned because the amount goes up without warning on a regular basis. I could allow them to Direct Debit but I don’t want to. Last month the bill was $57,00 and this month it’s $58 plus. I cannot afford this much per month but I can’t afford to do without the Net. I download my bank statements and check my balances, connect with my scattered family, purchase things that are not available in this small village. I lost my PW and getting back into my/their account Online is worse than trying to break into a bank. Customer Service is like talking to robots. And the lease on the modem keeps going up. In less than 4 years it has risen $2 a month to $7. I have already paid for that thing over and over, They should give it to me now!
I have to find a cheaper way to do this. Since they provide the service via a phone line I don’t know how to changeover to another provider. I’ll figure it out. Thank you for the article anyway.
lisa says
centurylink and Comcast are in the government business who is aiding both companies to commit huge criminal financial offenses against consumers. there is 100% governemtn corruption aiding this companies to do whatever criminal illegal billing they like; the government is in on it at every level and they are here to steal from the people. the government nis a giant con and fraud and here to get monies in their pockets and steal form the people which is why they aide the criminal corprorations to commit financial fraud. no agency in the government or congress is aiding the people because these corporations are cirminals and with the governmewtn criminals. I have filed countless complaints and nothignnis doen because they are all criminals; that’s why nothing is done about anything.
Evelyn Chiaramonte says
I was started on the Internet Basics program with Century Link for $14,95 a month, which was supposedly locked in for 5 years. When I moved and contacted Century Link that I had moved and needed to move my service they gave me a totally new account and took away the $14.95 price. When I called them to question them about it they said that the lowest they could lower my service to was $19.95 a month. I had also been getting the modem from them for no fee but when I moved that also stopped. As a result my internet monthly bill doubled and they had added the charges for connection of service to the bill as well. In three months my bill went from $15.97 up to $80+. They would not give me any discounts for the first month after my move so I was stuck with the full cost of the internet on my bill. I made a payment and told the Customer Service Representative that when I get my money after the first of the next month I would be better able to tell them what I could pay then. I received disconnect notices before the end of that month. Because I could not pay the back amount due, they turned off my internet and informed me that it would cost me an additional $25 to have it reconnected. And there is no guarantee that I will get even the $19.95 that they quoted me. I am on disability and a very fixed income, but when I told the Supervisor I talked to, he did not seem to care. Since I do not have a child living in my home, this is the only resource I had for discounted internet and now it is gone. Century Link is known for raising their rates when a customer moves and does not have any compassion for the elderly/disabled in their area.
MLRimer says
I just dropped Century Link and went with Cox. I was paying $83.00 a month for phone & Internet, the $19.95 is just a come on. We do not have cable we cut that cord a long time ago. We were with Century Link for 4 years and in that time, even after asking about cheap plans for Seniors that live on their Social Security, thay never gave any help, saying that the plan we had was the one that would let us watch hulu, etc. and work on the internet. We live in Phoenix and they have a monolopy on the phone service. In Phoenix you can only get the phone service that the phone company tells you is available in your area, you have no choice. Comcast is here in Phoenix, but because I live in a certain zip code I can only get Century Link. I am now paying $40.00 a month for internet with Cox and have gone with a VOIP for the phone. So in reply to your article about Century Link, I can understand. Also I had Lifeline for the phone with Century Link and all it did was take care of some of the taxes on the phone. I am better off with the VOIP and no Lifeline. Please keep up the good work. So many Seniors trying to live out their lives and not enough money to do it. I am constantly searhing for ways to save money. That seems to be my retirement job
.
George says
Being on permanent disability means I’m on a fixed income. I have no children. How am I supposed to afford internet access? Comcast doesn’t provide it for someone in my situation. Just families with kids. What do “I” do?
S Matte says
First and formost thank you CheapInternet.com for your insights on the
“CenturyLink’s Internet Basics: Not Living Up to Its Potential” report.
I would think that someone at the FCC would be responcible for insuring
that the contract requirements are being met and abided by this company.
Do you plan to include the Highlites of this FCC ruling and it’s
guidelines in a follow up review.
I can see, that if say Comcast has, $15.00 to every CenturyLink’s $1.00 then
that might be some of the problem faceing CenturyLink in meeting it’s FCC
undertaking and complying with the order and ruling. Other than that I would
say CenturyLink just flat out dropped the ball, or are they in the game at all.
I’m a Vietnam Vet and I’ve used the VA Hospital’s out patient clinic’s for years,
as well as have MY Health Evet online account. Also along with my township utilities
bill every month (electric, water, sewer) I get a Informing Citizens news letter
called the “City Scene” which gives a city wide update on interests with in the city.
I can say that I’ve not herd one word of the CenturyLink’s Internet Basics or the
Comcast’s Internet Essentials, from any of the above mentioned. It’s only you, that I
can thank for this knowledge. From the page at –
https://www.cheapinternet.com/low-income-internet/internet-basics
You would think that in CenturyLink’s responce to your email’s to them, they would of
said something with regards, that they use the Federal and State Programs they list
in their Qualification Section of the Internet Basics PROGRAM APPLICATION, to advise
these low income people. (Which I’m one of – Don’t get me wrong), I did fight for this
Great land of the USA but, never have gotten past two or three runs up the ladder.
Going to the CenturyLink’s website It looks like they are making it all but CHEAP.
I mean after 1st year – 13TH mo. the rate reverts to $14.95/mo. for the next 48 months of
service, and requires a 12-month term agreement or 24-month term agreement (if purchasing Netbook).
Modem Lease/Purchase fee and shipping and handling fee.
The $150.00 Netbook + Tax + S&H only Available at Initial Enrollment.
Then from 1st day – Install fees, Service activation fees, Equipment and service taxes,
Both one and two year term commitments have a prorated $200 Early Termination Fee that is
applied if customer disconnects before the end of their term. Ouch!
http://www.centurylink.com/assets/popups/home-inet-basics-disclaimer.html
You know ever since or maybe before the INTERNET, I have herd the term (Networking),
which my take is going to your friends and their friends or acquaintances to get news
of employment, housing, deals on goods and the like. Maybe if you were to post some
links, to where us viewers to your site could go leave comments or complaints to the
one’s to whom it would do the most good in reporting how the programs are working or not.
What our experiencea are good and bad, we could network this ideal in to a good thing of
free or low cost National Broadband Plan, to actualy work for us deserving of it.
Below Quote’s in (Numbered Sections) from FCC CHAIRMAN JULIUS GENACHOWSKI
Seen at –
http://www.fcc.gov/document/genachowski-remarks-reforming-and-modernizing-lifeline-program
(2)
“At the same time, we’ve cracked down on fraud and abuse.
In fiscal 2011, we logged a record $67 million in enforcement penalties and settlements.
Consistent with a number of Congressional directives to ensure modern communications are
available to all Americans, the FCC administers a number of programs to help connect
underserved populations – rural Americans, the hearing-impaired, children, and low-income
Americans.
These are vital programs, grounded in a longstanding national commitment to the idea that
essential infrastructure and platforms—electricity, highways, telephone service, and now
broadband—should be available to all Americans, and that we all benefit from universal service.
We’ve put all of the programs we administer under the microscope – asking the tough questions,
and reforming our programs to make sure they are efficient and fiscally responsible.
A program can be efficient and fiscally responsible and still be ineffective.”
(5)
If approved by the Commission, it would reform the Lifeline program in a number of significant
additional ways.
The order would for the first time establish clear goals for the program, and metrics to measure
progress toward those goals.
Putting goals and metrics in place is crucial to ensuring the FCC and USAC—which administers
the program—are accountable for program performance.
(6)
The Order would establish national eligibility criteria to ensure access to Lifeline service for all
low-income consumers who meet federal standards for participation in the program, with the
recognition of the unique circumstances facing Tribal communities.
States would be permitted to add to these criteria.
The Order would make Lifeline reimbursement more transparent and streamlined so that carriers
receive funds only for subscribers they actually serve.
The Order would also take a number of steps to protect and empower consumers, including new
measures to ensure that consumers are informed of program requirements.
Altogether, our staff estimates that the reforms proposed in this Order could save the Fund as
much as $2 billion over the next few years, keeping money in the pockets of American
consumers that otherwise would have been wasted on duplicative benefits, subsidies for
ineligible consumers, or fraudulent misuse of Lifeline funds.
These reforms would put the program on a firm footing for the future, so it can more effectively
serve low-income consumers, including helping low-income consumers afford broadband.
Which brings us to the final but perhaps most important reform: beginning the process of
modernizing Lifeline from telephone service to broadband.
Broadband has gone from being a luxury to a necessity in the 21st century.
It’s essential for finding a job, for example, as job postings have moved online, and for landing a
job, as companies increasingly require basic digital skills.
But one-third of Americans haven’t adopted broadband at home, and the majority of low-income
Americans are non-adopters.
(7)
There’s no single solution to closing the adoption gap.
That’s why the FCC has taken a number of steps in this area, including launching the Connect to
Compete initiative, which enlists government, nonprofit, and private sector leaders to tackle the
barriers to adoption.
On digital literacy, partners ranging form Best Buy to the nation’s libraries have made significant
commitments to teach Americans basic digital skills.
eGovernment is another powerful tool for accelerating broadband adoption. For example, the
winners of the FCC’s Apps for Communities challenge developed tools to help people find jobs.
There are real opportunities to leverage points of contact between the government and low-
income Americans to demonstrate the benefits of broadband.
And on cost, members of the Connect to Compete coalition are making broadband service and
computers available to low-income Americans at severely discounted rates.
We believe Lifeline – a program that ensures low-income Americans can afford vital
communications – can and should be a part of the solution.
That’s why the Order I’ll circulate to my fellow Commissioners tomorrow includes ensuring the
availability of broadband to low-income Americans as an expressed program goal.
And as a first step toward transitioning the program to support broadband, it would establish a
Broadband Adoption Pilot Program using savings from other reforms.
The program would test and determine how Lifeline can best be used to increase broadband
adoption among Lifeline-eligible consumers.
The program would start by soliciting applications from broadband providers and would select a
number of projects to fund, starting this year.
Lifeline would help reduce the monthly cost of broadband service, but applicants would be
expected to help address other challenges to broadband adoption, including the cost of devices
and a lack of digital literacy.
And data from all projects—together with data from other low-income broadband adoption
programs around the country, including BTOP projects, Comcast’s Internet Essentials, and
CenturyLink’s Internet Basics—would be rigorously analyzed to ensure a full understanding of
how best to transition Lifeline to support broadband.
Well I’ve hoped to of helped someone today,
thank you all for taken the time to read my words
and the information I’ve passed on to you.
Steve
Lily McDougal says
EVERYTHING they told you is a lie writ large. I should know; I am disabled, a senior and so far below poverty level it’s be embarrassed to tell you what my household income is. (My husband is even older, also disabled – and BOTH our incomes in January 2015 finally met the Federal Poverty Guidelines FOR 2013!) I am also on CenturyLink’s TAP (Lifeline) Program.
After I moved to Oregon, I spent quite a long time without internet, and then was fortunate enough to have a friend send me one she was going to discard. I immediately called Quest, of whom I had been a customer for some years, but it was beyond my means. When I heard a rumour about low-cost internet, I contacted CenturyLink about access and was told I could have a dialup plan for $10.00 per month. More rumours of low cost, “high-speed” internet floated around. Another friend upgraded my computer last year, so I called CenturyLink again.
Every time I have asked CenturyLink if a cheaper rate for internet service is available, the best they could do was give me a “discount” on a 5 year plan. This “Plan” required me to bundle my Telephone and Internet services, and purchase a much more expensive telephone plan than the $16.00 +/- I had been on originally.
My combined Telephone & Internet bill now comes to $67.05 – AFTER the applied “Credits.”
They break it down to:
$30.00 for Internet
$35.00 for Local Phone & “Features”
$12.00 for Long Distance (my children & grandchildren are, respectively, in Southern California & New Jersey – I am in Oregon.)
I’m soooo mad after reading the above article that I think I will call a consumer affairs attorney tomorrow – the 1st time in my life I’ve ever done so.
Kudos on this revealing article!
MG Monza says
I wrote a comment on how unavailable CenturyLink program was here in North Carolina, back in early 2013. No one seemed to care then. I’m glad to see at least some concern now.
As an older American who was receiving some food assistance from SNAP, I qualified for InternetBasics. However, when I tried to sign up, the website referred me only to an 800 number. The person at that number told me that InternetBasics was not available in my area. I kept asking where it was available until the representative admitted it was virtually nowhere in North Carolina. He said CenturyLink would not provide Internet Basics anywhere a telephone company had ever provided land line service. Since that covered almost the entire state, it meant that InternetBasics was unavailable in North Carolina.
Because the parent company for CentryLink was violating the terms of it merger agreement with the Federal Government, I got in touch with the FCC. The agency itself did nothing but refer me back to CenturyLink’s customer service number.
I then contacted the Office of Inspector General for the FCC. The person I initially spoke with acted very concerned, but ultimately took no effective action either.
This is the reason CenturyLink can do what it has: ignore the provisions of a legally binding contract with the Federal Government, without any repercussions whatsoever.