Disconnect Terms and Conditions  

Version: April 15, 2026

The following terms apply to any submission of a disconnect request by Customer.
 

Unless otherwise agreed between the parties, the Service(s) identified in the Disconnect Request Form will be disconnected on the later of (a) thirty (30) days after Lumen receives the completed Disconnect Request Form; or (b) the Requested Disconnect Date specified on the form (the “Disconnect Date”). If the Service (and Dependent Services, if applicable) is disconnected prior to expiration of the applicable Service Term, early termination charges may apply as set forth in the applicable governing documents. 

The confirmed Disconnect Date will serve as the bill stop date. For Services billed in advance, Customer may receive an automated prorated credit, which will be applied to a subsequent invoice following the Disconnect Date. Notwithstanding the foregoing, Customer remains responsible for all usage-based charges incurred through the Disconnect Date and for any applicable usage charges incurred for up to ninety (90) days after the Disconnect Date. 

Customer may request a cancellation or modification of a Disconnect Request (including an extension of the Disconnect Date) by providing notice to Lumen no later than 6 days prior to the scheduled bill stop date. Any cancellation or modification by Customer for any reason is subject to applicable disconnect change fees, as detailed in the Ancillary Fee Schedule, available at http://www.lumen.com/ancillary-fees. Lumen will use commercially reasonable efforts to accommodate a timely request; however, once a disconnect request has been received, Lumen cannot guarantee that service(s) will be extended beyond the originally scheduled Disconnect Date. 

Disconnection of Service may materially impact the ability for Lumen to continue providing other Lumen services that are technically or operationally dependent on the disconnected Service (“Dependent Services”). If Lumen identifies one or more Dependent Services in connection with a Disconnect Request, Lumen will notify Customer. Customer must either (a) approve the disconnection of the Dependent Services; or (b) decline the disconnection of the Dependent Services. If Customer declines to disconnect the identified Dependent Services, Customer will be referred to its account team to discuss available options, and the applicable Disconnect Request will be canceled by Lumen without Customer incurring disconnect fees. Notwithstanding the foregoing, if Customer does not respond to a Lumen notification requiring a response, Lumen will cancel the initial disconnect request and Customer will be charged. Should Customer still elect to disconnect Services, Customer will need to submit a new Disconnect Request.

If Lumen identifies a third-party cross-connect in connection with a Disconnect Request, Customer must provide all information required to disconnect the cross-connect before Lumen will proceed with the requested disconnection. Lumen will use commercially reasonable efforts to obtain any required third-party information; however, delays in receiving the information may delay or prevent completion of the disconnect. If Customer does not provide the required information, Lumen may cancel the Disconnect Request and Customer will be charged the disconnect change fee. Should Customer still elect to disconnect Services, Customer would need to submit a new Disconnect Request once Customer has compiled all required information.