Disconnect Terms and Conditions  

Version: May 14, 2025

Terms and Conditions: Upon submission of this request, specified services will be disconnected.
 

Unless otherwise agreed between the parties, the Service(s) identified for disconnection will be disconnected upon the disconnect date, defined as the later of (i) thirty (30) days after Lumen's receipt of this completed Disconnect Request Form or (ii) the requested date of disconnection specified on this form for Lumen products and services. If the Service is being disconnected prior to the end of the committed Service Term, early termination charges may apply as agreed between the parties in the relevant governing documents for the Service(s) being disconnected.

Because monthly services bill in advance, Customer may receive an automated proportional credit after the service is disconnected from the applicable bill stop date. Credits should be applied to the next invoice following the disconnect date. Customer is still responsible for any usage charges incurred for up to ninety (90) days after the disconnect date of the service(s).

Customer has until 6 days prior to bill stop date to request a cancellation or extension of requested disconnect date. Lumen will use reasonable efforts to rescind a disconnection/cancellation notice. However, once a disconnection/cancellation notice has been processed, Lumen cannot guarantee that service(s) will be extended beyond the original disconnection/cancellation date. In the event a disconnection/cancellation notice is rescinded, additional charges may apply.

Some services’ relationship to another service may be discovered later in the process of this request. If this happens, Customer will be contacted by the disconnect specialist to approve the disconnect of that service as well. If Customer chooses not to disconnect the related service, this disconnect request will be cancelled and Customer will be rerouted to the account team.  Customer’s account team will work with Customer to coordinate the next steps to minimise impacts to dependent services for this disconnect.

If a third-party cross connect is identified by Lumen through the disconnect process, Lumen will require the disconnect information of that cross connect before proceeding with the Lumen requested service.  Lumen will make reasonable efforts to obtain the related disconnect information and invoice stop date could be extended based on receipt date of required data. If Customer is unable to provide the information, the request may be rejected.  If the request is rejected, once that information is available, Customer may resubmit the request with a new end invoice date.