Lumen Privacy Notice

February 10, 2026

This Privacy Notice explains how Lumen Technologies and its affiliates, including Lumen, Centurylink, and Quantum Fiber (“Lumen,” “we,” “us,” or “our”), collect, process, maintain, share, and protect Personal Information when you interact with our products, services, networks, websites, applications, and platforms (collectively the “Services”).

 

In addition, to this Privacy Notice, you can view  Lumen’s Privacy Center, which also contains additional information about your rights and choices you may have when it comes to your Personal Information. The Privacy Center outlines our privacy practices related to our business, enterprise, and wholesale customers’ products and service offerings.

 

In the event of any conflicts between this Privacy Notice and a separate agreement between you and Lumen, the terms of the separate agreement shall apply to the extent permitted by law.

 

Residents of U.S. states that provide privacy rights can view our state privacy details here.

 

For California residents, please see our California Notice at Collection for information about the categories of personal information we collect, the purpose for collection, and your rights.  

 

Scope of this Privacy Notice

This Privacy Notice applies to Personal Information collected when you use or interact with Lumen’s products, services, networks, and platforms, including our websites. These may include Lumen-branded services and products.

It also applies to Personal Information we collect from third parties and potential business customers to market our products and services, to enter service contracts, complete installations, for support, and billing for services.

As used in this Privacy Notice, “Personal Information” refers to any information relating to you as a person. It may be information that itself can identify you, such as your name, or it may be information that identifies you only when combined with other available information, such as your social media username when combined with your email address.

 

Personal Information We Collect

We may collect the following types of Personal Information from you:

  • Identifiers, such as your first name, middle name, last name, salutation, date of birth, social security number, financial account details (i.e., credit card or bank account number), email address, postal address, service address, phone number, IP address, device IDS, and similar data.
  • Customer Records, such as customer account or profile information, name, account name, other characteristics, identifiers,  or descriptions, email and physical address, phone number, and other contact information, account credentials, communications preferences, billing and payment information, online account/profile creation for an account, customer service and support tickets and records, preferred contact method, and other information you provide in order to purchase and use our products or services.
  • Customer Support Records, such as email correspondence, recorded conversations with our agents and recorded online sessions for quality assurance, training, and online session analysis.
  • This may include the text or recording of “click to chat” sessions, screen shots for remote access for technical support.
  • For network support, we may log dates, times, and the telephone numbers of calls to and from our customers, for activities such as toll billing.
  • Employment and Applicant Information, such as information about your personal and employment background, current job title, job function, racial background (as required under law), gender, citizenship, veteran, or military status. For additional details regarding Lumen’s Privacy Practices for applicants, refer to the Global Employment Applicant and Talent Community Privacy Notice.
  • Internet or other Electronic Network Activity Information, such as information about your interaction with Lumen including cookies, session logs, search history and website interaction analysis of your activity and any changes you made to the business account(s) you are authorized to manage, inquiries you submit, feedback and similar commercial activity information.
  • Commercial Information, such as electronic marketing materials, products or services purchased, obtained, or considered, or other purchasing or consumption histories or tendencies. For telecommunications services like voice calling or text messaging, Lumen and third parties may also analyze Personal Information collected during such interactions.
  • Sensitive Personal Information, may be used only where necessary to provide services, verify identity, prevent fraud, or comply with legal obligation, such as your precise geolocation, government identifier, financial account information, and health data. Lumen does not collect your health data as part of providing your services; however, if you choose to provide such details, this information may be noted in your account. Note: When required, Lumen will obtain your consent before collecting and using Sensitive Personal Information.

There may be circumstances where we request Personal Information other than as identified above. Lumen will do this only where necessary or justified to improve the services we provide and to increase the relevance of your service portfolio and will be treated the same as the other Personal Information identified in this Privacy Notice.

 

How do we use your Personal Information

Lumen may use your Personal Information for the following purposes or services:

 

Service Delivery & Account Management

  • Providing, activating, and maintaining services and equipment
  • Setting up and managing accounts, authentication, identity verification
  • Scheduling, installation, customer care, and technical support
  • Service and equipment repairs
  • Respond to customers' questions and concerns

 

Network Operations, Security & Fraud Prevention

  • Operating, monitoring, and optimizing network performance
  • Preventing fraud, security events, spam, and misuse
  • Protecting our network, systems, and users

 

Billing & Payment

  • Billing, processing payments and preventing payment fraud
  • Managing billing disputes, credits, collections

 

Service Improvement & Analytics

  • Troubleshooting and diagnosing network issues
  • Conducting quality assurance, internal testing, and usage analytics.
  • Improving product performance and developing our network and services

Legal & Regulatory Compliance

  • Compliance with applicable laws and regulations including (but not limited to) international, federal and state data protection laws
  • Responding to valid legal process and regulatory obligations

 

Marketing & Communications

  • Sending service-related updates, account notifications, and offers
  • Market our services and communicate with our customers and to others about our services
  • Conducting limited advertising and measurement activities, consistent with opt-out rights under CCPA/CPRA

 

Voice Services

  • When providing local, long distance, and Voice over Internet Protocol (VoIP) services, we use Personal Information as outlined in the section; Personal Information We Collect. For VoIP service, we use the customer-provided service address in your online customer profile. In the event of an emergency, we provide this information to 911 service providers and emergency responders to locate you.

 

Internet Services

  • We gather and use data generated on our networks to manage, plan for future network development, market our services, and operational efficiencies.
  • We may monitor our networks to check for viruses, to control spam, to prevent attacks that might disable our services, to ensure that your traffic does not violate your subscriber agreement or our acceptable use policies, and to guard against other inappropriate or illegal activity. This may include network traffic patterns, such as traffic volumes, beginning and ending points of transmissions, and the types of electronic applications.
  • We may also gather details from gateways, modems, and/or routers; for example, the number and types of devices connected and the method of connection (Wi-Fi versus wired).
  • We may analyze some elements of your online activity, including websites visited, cookies, session logs, search history and website interaction analysis of your activity to include third party analytics, any changes you made to your account and other communications, such as past customer service calls, for purposes relating to new services, service changes, or promotional offers that may improve your customer experience. Please see our cookie notice for more details.

 

AI and Automated Tools

  • Lumen may use artificial intelligence (“AI”) and automated tools to help operate, protect, and improve our services. More specifically, this may include:
  • Support network operations, including identifying outages, routing traffic efficiently, and predicting or diagnosing service issues.
  • To enhance network and information security, such as detecting anomalies, fraud, malware, suspicious activity, and potential cyber threats.
  • Improve customer experience, including chatbot support, routing requests, analyzing inquiries, and generating responses to common questions.
  • Assist with internal business processes, such as automating billing checks, service provisioning validation, or summarizing customer support interactions.
  • Conduct analytics, including forecasting trends, improving product performance, and understanding how our Services are used.
  • Assist with recruiting and hiring practices by providing insights, evaluations, or recommendations based on application materials, assessment responses, interview recordings. For additional details regarding our Privacy Practices for applicants, refer to the Global Employment Applicant and Talent Community Privacy Notice.

Lumen does not use AI to make decisions that produce legal or similarly significant effects without human review and does not sell Personal Information for AI training.

 

Children's use of Lumen’s internet services: We understand that children may use our internet services. When using our internet services, authorized legal guardians have the responsibility to monitor what their children are doing on the internet and what sites they are visiting. For more information about online safety, please visit the  Federal Trade Commission resource for internet safety.

We also use Personal Information we obtain from third parties, including demographic data, to help us serve our customers, predict what new services they may want, and determine a customer’s creditworthiness. Lumen may use your Personal Information to manage and protect our networks, services and users from fraudulent, abusive, or unlawful uses. Lumen may also use your Personal Information to assess and implement mergers, acquisitions, reorganizations, bankruptcies, and other business transactions such as financings, and to administer our business, accounting, auditing, compliance, recordkeeping, and legal functions.

Lumen may combine Personal Information across our systems, platforms, and databases. This includes combining information we receive from third parties and information related to the use of Lumen services. Lumen will use your Personal Information only for the purpose for which it was obtained and keep it only as long as necessary.

Additional information regarding Lumen’s use(s) can be reviewed in the Lumen Privacy Center.

 

When and with whom do we share Personal Information

Lumen may share your Personal Information with other entities, including our affiliates, subsidiaries and third parties that provide certain functionalities for some of our business products and service offerings to the extent applicable to your interaction with Lumen and your management of the business customer account(s) or functions for which you are authorized. 

Lumen may also share Personal Information with others:

  • When you direct us to do so, including to authorize other users on your account;
  • When it is needed to deliver our services, including credit reporting agencies;
  • When merging, selling, or transferring segments of our business, assets, or acquiring other businesses;
  • To protect or enforce our property or rights or the safety of our employees, our customers, or other individuals;
  • To assist and support network operations and security; or
  • When required by law, or to respond to legal process. 

Lumen partners with other parties and channel partners to provide certain business products and services. These partners may support the services, involve other service providers to transmit, collect, process, or store information, or engage in sales and marketing activities on behalf of Lumen. Lumen contractually requires these service providers and channel partners to handle the Personal Information shared as confidential and use only for providing services on our behalf. Additional information regarding Lumen’s sharing practices can be reviewed here.

 

Third Parties to Which We Disclose Personal Information

In accordance with applicable privacy regulations, below is a list of third parties to which we have disclosed consumer personal information during the past twelve months. Please note that vendor relationships are subject to change, and this list may not always represent a complete or current inventory. This list will be updated periodically.

 

Billing Electronic Payment/Processing/Services

Equifax Inc.

ACI Payments Inc. (ACI Worldwide)

TransUnion

Call Center and Customer Support

Qualfon Data Services Group LLC aka Center Partners

Teleperformance (AllianceOne)

Debt Collection

Transworld Systems Inc.

Radius

Advertising, Marketing, and Analytics

Actif.ai, Inc. (Foundry.AI)

Claritas

Deluxe

Demandbase

Dept Growth Marketing, Inc.

Eightfold AI Inc.

RapidDeploy

Mass Markets Sales Partners

Clear Link Technologies, Inc.

Infinity Sales Group LLC (ISG)

Software

Walkme

 

For a list of third parties specific to applicants and employees, please see below:

 

Applicant and Employee Service Providers

AON UK

Ascent HR aka Ascent Consulting Services PVT LTD

Cotiviti, Inc

Eyemed

Hinge Health

HireVue

Principal

Semler Brossy

Thrive Global

Willis Towers Watson

nformal Inc

Prosci, Inc

Microsoft Corp.

Automatic Data Processing, Inc.

Ceridian Corp.

E-Trade Financial Corporation

Sedgwick

Workiva

Allsup

Intrado Life and Safety Inc.

Zenwork

Appzen, Inc

ESCREEN Inc

BetterComp

Zoom Video Communications Inc (US)

Businessolver

Calendly

Functionize, Inc.

Ingentis Inc.

Kinaxis

Qualtrics, LLC

Spacelift, Inc

Splunk, Inc

Tines Automation Inc

Bill Gosling LLC

Zoominfo

 

Where do we send your Personal Information

Lumen provides business products and services around the world. In certain circumstances, Lumen may transfer your Personal Information to our affiliates and subsidiaries outside of your country or region or to international organizations as necessary to conduct our business operations, provide our services, and engage in our marketing activities. Accordingly, when transferring your Personal Information to any such area or international organization Lumen uses appropriate safeguards to enable the security and protection of your Personal Information, including the use of standard agreements approved by various country and regional governments in accordance with global data protection requirements.

Personal Information is used to confirm and enable those authorized by our business customers to interact with Lumen on their behalf. Personal Information contained in our systems, records, activity logs, and marketing databases may be accessible by our affiliates and subsidiaries located in the United States and other countries around the world. Where appropriate, our affiliates and subsidiaries located in countries that do not have legal requirements to provide adequate protection for Personal Information have signed a contract and agreed to terms to ensure that Personal Information is adequately protected.

 

How do we protect your Personal Information

Lumen implements a variety of administrative, technical, and physical measures to help prevent your Personal Information from unauthorized access, use, or disclosure. We limit our collection and use of your Personal Information to the minimum necessary.

Lumen limits the availability of your Personal Information to the purposes specified in this Privacy Notice.

 

Your choices and control over your Personal Information 

In certain U.S. states, you have the right to ask us to provide you access to, and obtain a copy of, the Personal Information we have about you, to request correction and erasure of your Personal Information, the right to ask us to restrict our use of your Personal Information, to object to our use of your Personal Information, including selling or sharing Personal Information, and, in certain circumstances, the right to direct us to send your Personal Information to another entity, and not to be discriminated against for exercising your rights. 

You may designate someone as an authorized agent to submit requests and act on your behalf. To do so, you must provide us with written permission to allow the authorized agent to act on your behalf. We may also ask you directly to verify that you have authorized your authorized agent to act on your behalf.

If you are located in India, you have the right to nominate any individual who will exercise your rights set out under this Privacy Notice in case of your death or incapacity (i.e., inability to exercise statutory rights granted to a data principal due to unsoundness of mind or infirmity of body). You also have the right of grievance redressal, by contacting us about how we process your Personal Information, our obligations in relation to such Personal Information and/or with regard to your rights in relation to your Personal Information. In order to address grievances or questions related to this Privacy Notice as applicable in India, please contact: Privacy@Lumen.com. We will respond to your grievances within one month from the date of receiving your grievance redressal request.

If you are located in the EU, you have the right to lodge a complaint with your data protection authority. If you reside in the UK, you can lodge a complaint with the UK Information Commissioner's Office.

We also share information about your use of our site with our social media, advertising, and analytics partners. You can exercise your rights to opt-out of sale or processing personal data for targeted advertising. For more details see our cookie notice. We do not have actual knowledge that we sell or share the Personal Information of individuals under sixteen (16) years of age.

 

Data Subject Requests (DSR)

You have many choices about how we communicate with you and how we use or share your information. You can manage these settings or preferences by submitting a Data Subject Request or by sending a request to our Global Privacy Office at Privacy@lumen.com.  Please identify the right(s) you wish to exercise, and the Personal Information involved, and why you believe Lumen possesses your Personal Information. We may request additional information to help us search for the Personal Information you requested or authenticate your request, so you should be as precise as possible in making your request. We will provide you with one copy of Personal Information we have about you free of charge. For any further copies requested, we may charge a reasonable fee based on administrative costs. For any request made by email, unless you request otherwise, we will provide the information via email in a commonly used form, such as a Word document, Excel sheet or PDF, as appropriate. Lumen is committed to maintaining and using deidentified information in compliance with applicable law.

 

Cookies and Web Beacons

Lumen’s use of cookies and web beacons is managed by our Cookie Settings consent tool, which is presented on various Lumen websites. Cookie settings are based on your location and specific to the regulatory requirements outlined in various U.S. States, EEA, and other international jurisdictions. Lumen also honors browser-based blocking, so if a visitor has a blocker on their browser, the visitor can block all but “strictly necessary” cookies. Lumen also honors opt-out preference signals when required.

We also use third party tools, such as Google Analytics, which are operated by third party companies, to evaluate usage of our Site and Services. These third-party analytics companies use cookies, pixels, and other tracking technologies to collect usage data about our Services to provide us with reports and metrics that help us evaluate usage of our Services, improve our Site, and enhance performance and user experiences. To learn more about Google’s privacy practices, please review Google Privacy and Terms on How Google uses information from sites or apps that use our services. You can also download the Google Analytics Opt-out Browser Add-on Page to prevent your data from being used by Google Analytics. Detailed information regarding Lumen’s cookie practices and terminology, can be reviewed in the cookie notice.

 

How long we keep your information

We retain personal information for as long as needed to provide services, meet legal obligations, maintain business records, protect against fraud, resolve disputes, and enforce our agreements. Retention periods vary by data category and purpose. Account details are stored during the contractual relationship and throughout applicable limitation periods, following our retention schedule.

 

Changes to this Privacy Notice

When we post changes to this Privacy Notice, we will revise the date at the beginning of this Privacy Notice. If we make material changes to this Privacy Notice that change the use of Personal Information that we have previously collected, we will notify you through written, electronic, or other means so that you can make any necessary decisions about your ongoing use of our services.

This Privacy Notice supersedes the Lumen Privacy Notice, dated December 31, 2025.

 

How can you contact us regarding questions about this Privacy Notice

Lumen and its affiliates are controllers for Personal Information we collect from you as it relates to contacting you about our business products and service offerings that your employer may be interested in. Our principal address for the purposes of this Privacy Notice is:

Lumen Technologies

Global Privacy Office
931 14TH Street

Denver, CO 80202

 

You may also send an email to our Global Privacy Office at Privacy@lumen.com.

 

Additionally, Lumen has an external data protection officer, who can be contacted at the following address and telephone number:

 

Data Protection Officer

HewardMills Limited

77 Farringdon Road, London, EC1M 3JU

(+44) 020 4540 5853 or

hewardmills.com