Lumen Privacy Notice

February 28, 2024


This Privacy Notice describes the types of Personal Information Lumen collects, processes, maintains, protects, and shares.


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 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 states that provide privacy rights can view our state privacy details here.


What this Privacy Notice covers?

This Privacy Notice applies to the 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 the 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 for 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 by 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.


What 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, and similar contact 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, 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 provide this information this may be noted in your account). 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 will use your Personal Information to provide services, to set up and maintain accounts, provide, and repair our services and equipment, respond to customers' questions and concerns, bill and collect for our services, plan for future development of our network and services, to market our services, to communicate with our customers, and to others about our services. 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 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. 


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


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.


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 required by law, or to respond to legal process;
  • To protect or enforce our property or rights or the safety of our employees, our customers, or other individuals; or
  • When merging, selling, or transferring segments of our business, assets or acquiring other businesses 


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. Detailed information regarding Lumen’s sharing practices can be reviewed here.


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 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 security and organizational 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. 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, by clicking on the link “Your Opt‑Out Rights”. 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 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 keep your Personal Information for different lengths of time depending on the type of information and business and applicable legal requirements. For example, if you are a customer, we keep information that personally identifies you if you subscribe to one or more of our services. If you no longer subscribe to a service, we still may need that information for business and legal requirements, such as to protect against fraud, calculate taxes, respond to legal requests, or for pending litigation.


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 September 24, 2021.


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

Privacy Office

931 14TH Street

Denver, CO 80202


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