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Lumen help

Disconnecting Lumen services

To disconnect your services and track your requests online, use Control Center. To help ensure timely and accurate processing 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 before 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.

Disconnecting services

  • For services with a service ID starting MVL‑, disconnect the service from your list of services in Control Center:

    1. Sign in to Control Center.
    2. In the Services widget on the homepage, select the type of product from the list.
    3. Search for the service you want to disconnect.
    4. Click the service ID to open details for the service, then click Disconnect.

Disconnect requests

To disconnect other services or to disconnect all services, try creating a disconnect request:

If your service ID isn't listed or you don't have access to Control Center, contact us.

Note: To submit a disconnect request, you need the following information:

  • billing account/customer name
  • billing account number
  • contact name
  • contact email or phone number
  • service ID (as shown on your invoice)
  • requested disconnect date**
  • monthly charge

**Unless otherwise agreed, 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.

 

To cancel or change a disconnect request, outside of Control Center, use the contact information in the confirmation email. Lumen makes every effort to honor your request, but we can't guarantee that we can extend service beyond the original disconnect/cancel date. If we are able to rescind the disconnect/cancel request, additional charges may apply.