Lumen help
Disconnecting Lumen services
To disconnect your services and track your requests online, use Control Center. To help ensure a timely and accurate resolution of your request, please supply complete and correct information. Incomplete or incorrect information may result in your request being delayed or rejected. If your service is disconnected prior to the end of your service term, termination charges may apply according to the terms of your service agreement.
If you’d like to speak to a billing analyst about your issue, please contact us.
Managing disconnect requests
- services purchased from Level 3
- services purchased from CenturyLink
Information required for disconnects
- billing account/customer name
- billing account number
- contact name
- contact email or phone number
- service ID* (as displayed on your invoice)
- requested date of disconnection**
- monthly charge
*You can find your service ID on your invoice. A correct ID is essential for a timely and accurate disconnect.
**Unless otherwise agreed, for legacy Level 3 services, service will be disconnected 30 days after we receive the completed disconnect request or on the future requested disconnection date, whichever is later. For Genuity IP and managed services, service will be disconnected 60 days after we receive the completed disconnect request or on the future requested disconnection date, whichever is later.
If you need to rescind a disconnect/cancellation request submitted outside of Control Center, please email disconnects@lumen.com. Lumen makes every effort to honor your request, but once we process a disconnect/cancel request, we can't guarantee we can extend service beyond the original disconnect/cancel date. If we are able to rescind the disconnect/canel request, additional charges may apply.
If you don't have access to Control Center, use this tool to submit your disconnect request.
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