Customer Support

Customer Support

Contact Customer Support

Please complete all parts of the form below. One of our customer support specialists will review your request and contact you within two working days. 

Control Centre

Your digital hub to view and pay invoices, manage orders and repairs, customise services and more.

Control Centre

Your digital hub to view and pay invoices, manage orders and repairs, customise services and more.

Check status of an existing repair or order without signing in. For all else, sign in above.

Check status of an existing repair or order without signing in. For all else, sign in above.

Enterprise and Wholesale

For activations, invoicing or repair enquiries in North America call: 877‑453‑8353

Enterprise and Wholesale

For activations, invoicing or repair enquiries in North America call: 877‑453‑8353

North America

For support information please reference the Lumen customer handbook

National services:

877‑453‑8353 or 303‑260‑4905 option 1


For an open ticket ‑ option 1, then 1


Escalation Assistance:


Enterprise: https://repairescalations.lumen.com/

Federal:https://fedrepairescalations.lumen.com/

APAC: https://repairescalationsapac.lumen.com/


Local ILEC Services:


AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY


Electrical / Optical / DWDM:

888‑678‑8080 option 1


Local Ethernet / ATM / Frame Relay:

800‑229‑6751 option 1

National services:

877‑453‑8353 or 303‑260‑4905 option 1


For an open ticket ‑ option 1, then 1


Escalation Assistance:


Enterprise: https://repairescalations.lumen.com/

Federal:https://fedrepairescalations.lumen.com/

APAC: https://repairescalationsapac.lumen.com/


Local ILEC Services:


AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY


Electrical / Optical / DWDM:

888‑678‑8080 option 1


Local Ethernet / ATM / Frame Relay:

800‑229‑6751 option 1

Local ILEC Services:

All other states


Electrical / Optical / DWDM:

877‑453‑8353 option 1


Local Ethernet / ATM / Frame Relay:

877‑453‑8353 option 1, then 1

Local ILEC Services:

All other states


Electrical / Optical / DWDM:

877‑453‑8353 option 1


Local Ethernet / ATM / Frame Relay:

877‑453‑8353 option 1, then 1

877‑453‑8353 option 5

(6 a.m.‑6 p.m. MT)

877‑453‑8353 option 5

(6 a.m.‑6 p.m. MT)

Enterprise and Wholesale​

To schedule an activation, contact your customer care manager. ​

Note: Ancillary Fees may be applicable. ​

Activations & Plug and Play Support–Customer Support Team (CST) 

877‑453‑8353​

New Service Activations choose option 3, then​

Option 1        CST Support for New Plug and Play Services​

Option 2        Escalations for Activations or CST Support​

Option 3        Scheduled Activations​

Option 4        SDWAN Activations

Enterprise and Wholesale​

To schedule an activation, contact your customer care manager. ​

Note: Ancillary Fees may be applicable. ​

Activations & Plug and Play Support–Customer Support Team (CST) 

877‑453‑8353​

New Service Activations choose option 3, then​

Option 1        CST Support for New Plug and Play Services​

Option 2        Escalations for Activations or CST Support​

Option 3        Scheduled Activations​

Option 4        SDWAN Activations

National Wholesale​

Implementations Management Group (IMG) Test & Turn Up​

800‑860‑6403 ​

Broadband Installation Group Test and Turn Up ​

866‑323‑2244 ​

National Wholesale​

Implementations Management Group (IMG) Test & Turn Up​

800‑860‑6403 ​

Broadband Installation Group Test and Turn Up ​

866‑323‑2244 ​

Legacy Centurylink

8‑digit (LATIS) invoicing account numbers

800‑860‑1020 or care.inquiry@lumen.com


9‑digit (Ensemble) invoicing account numbers

800‑786‑6272


13‑ to 15‑digit (CRIS) invoicing account numbers

800‑777‑9594


National Wholesale accounts

888‑496‑7447

Legacy Centurylink

8‑digit (LATIS) invoicing account numbers

800‑860‑1020 or care.inquiry@lumen.com


9‑digit (Ensemble) invoicing account numbers

800‑786‑6272


13‑ to 15‑digit (CRIS) invoicing account numbers

800‑777‑9594


National Wholesale accounts

888‑496‑7447

Legacy Level 3

877‑453‑8353 option 2, then 1

Legacy Level 3

877‑453‑8353 option 2, then 1

877‑453‑8353 option 1, then 2, then 5, then 3

877‑453‑8353 option 1, then 2, then 5, then 3

Legacy Centurylink

  • Cloud Application Manager 
  • Cyxtera Colocation Services 
  • Managed Hosting Services

    888‑638‑6771

Legacy Centurylink

  • Cloud Application Manager 
  • Cyxtera Colocation Services 
  • Managed Hosting Services

    888‑638‑6771

Network Transmission Services

888‑638‑6771

Network Transmission Services

888‑638‑6771

Customer care specialists can be reached 24/7/365 by phone at 800‑536‑3273 or email at EdgeServicesIncident@lumen.com

Customer care specialists can be reached 24/7/365 by phone at 800‑536‑3273 or email at EdgeServicesIncident@lumen.com

Voice equipment including Avaya, Nortel and ShoreTel

800‑421‑2271

Voice equipment including Avaya, Nortel and ShoreTel

800‑421‑2271

Data equipment 877‑453‑8353 or 303‑260‑4905 option 1

Data equipment 877‑453‑8353 or 303‑260‑4905 option 1

877‑453‑8353 option 1, then 2, then 3

877‑453‑8353 option 1, then 2, then 3

AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY

800‑244‑1111 (internet & TV repair)

800‑954‑1211 (phone repair)

www.centurylink.com

AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY

800‑244‑1111 (internet & TV repair)

800‑954‑1211 (phone repair)

www.centurylink.com

All other states

800‑786‑6272

All other states

800‑786‑6272

Level 3 port in

866‑697‑5881, option 3, then 1 (6 a.m. – 5 p.m. MT)


Level 3 port out

L3POescalations@lumen.com

www.lumen.com/help/en‑us/porting.html

Level 3 port in

866‑697‑5881, option 3, then 1 (6 a.m. – 5 p.m. MT)


Level 3 port out

L3POescalations@lumen.com

www.lumen.com/help/en‑us/porting.html

Legacy Level 3

866‑697‑5881, option 3, then 1 (6 a.m. – 5 p.m. MT)

Legacy Level 3

866‑697‑5881, option 3, then 1 (6 a.m. – 5 p.m. MT)

800‑954‑1211 (Business: Plain Old Telephone Service (POTS) and Analogue Services)

800‑244‑1111 (Residential: Plain Old Telephone Service (POTS) and Analogue Services)

Repair/Service Assurance – 877‑453‑8353 option 1

800‑954‑1211 (Business: Plain Old Telephone Service (POTS) and Analogue Services)

800‑244‑1111 (Residential: Plain Old Telephone Service (POTS) and Analogue Services)

Repair/Service Assurance – 877‑453‑8353 option 1

866‑434‑2555 option 1​

Submit a ticket

CenturyLink Region: For non‑urgent issues, send an email to NEAC‑CLECINQUIRY@lumen.com

CenturyLink QC Region: For non‑urgent issues, send an email to CSIE@lumen.com

866‑434‑2555 option 1​

Submit a ticket

CenturyLink Region: For non‑urgent issues, send an email to NEAC‑CLECINQUIRY@lumen.com

CenturyLink QC Region: For non‑urgent issues, send an email to CSIE@lumen.com

877‑453‑8353 option 1, then 2, then 5, then 1 or 866‑254‑5210

877‑453‑8353 option 1, then 2, then 5, then 1 or 866‑254‑5210

866‑434‑2555 option 3

(Mon ‑ Fri, 8 a.m. to 6 p.m. ET)

866‑434‑2555 option 3

(Mon ‑ Fri, 8 a.m. to 6 p.m. ET)

877‑453‑8353 option 1,2,4,2

877‑453‑8353 option 1,2,4,2

833‑250‑6306 (7 a.m. to 11 p.m. CST)

833‑250‑6306 (7 a.m. to 11 p.m. CST)

Lumen realises the importance of ensuring Rural Call Completion and is committed to addressing any issues with call completion to rural areas. For assistance with rural call completions, please contact Lumen via email at rcc@lumen.com or call us at 1‑877‑453‑8353. At the voice prompt, please select the following options: 1 for service issue; 2 for service issues; 2 for National voice services; 3 for other voice services.

Lumen realises the importance of ensuring Rural Call Completion and is committed to addressing any issues with call completion to rural areas. For assistance with rural call completions, please contact Lumen via email at rcc@lumen.com or call us at 1‑877‑453‑8353. At the voice prompt, please select the following options: 1 for service issue; 2 for service issues; 2 for National voice services; 3 for other voice services.

844‑889‑6648

For help with Hosted VoIP (stand‑alone or with Managed Office), IQ SIP Trunk and Integrated Access (stand‑alone, with Core Connect Enterprise or with Fibre+/Fibre+ Enterprise).

844‑889‑6648

For help with Hosted VoIP (stand‑alone or with Managed Office), IQ SIP Trunk and Integrated Access (stand‑alone, with Core Connect Enterprise or with Fibre+/Fibre+ Enterprise).

Legacy CenturyLink

Legacy CenturyLink

800‑860‑1020 (LGT01)
800‑244‑1111 (ULD02)

Legacy CenturyLink

Legacy CenturyLink

800‑860‑1020 (LGT01)
800‑244‑1111 (ULD02)

Legacy Level 3

866‑965‑4944 (after hours or company holidays)

Legacy Level 3

866‑965‑4944 (after hours or company holidays)

VoIP Repair ‑ 877‑453‑8353 options 1, 2, 2, 3​

VoIP Support – 844‑885‑8636

MACDesk@lumen.com

VoIP Repair ‑ 877‑453‑8353 options 1, 2, 2, 3​

VoIP Support – 844‑885‑8636

MACDesk@lumen.com

Lumen Relocation Request Portal

This Portal provides a step‑by‑step guide to notify Lumen of your upcoming construction project or to request Lumen to relocate its facilities that are impacted by your construction project.

Lumen Relocation Request Portal

This Portal provides a step‑by‑step guide to notify Lumen of your upcoming construction project or to request Lumen to relocate its facilities that are impacted by your construction project.

Asia Pacific (APAC)

For support information please reference the Lumen customer handbook

Cambodia

1 800 881 001

To connect, enter code 8886624685.

Cambodia

1 800 881 001

To connect, enter code 8886624685.

China

400 120 4545
Accessible from both fixed and mobile networks within China.

China

400 120 4545
Accessible from both fixed and mobile networks within China.

Indonesia

001 803 0610 980 (PT Indosat)
007 803 0206 263 (PT Telkom)

Indonesia

001 803 0610 980 (PT Indosat)
007 803 0206 263 (PT Telkom)

Malaysia

Malaysia

New Zealand

New Zealand

Pakistan

Pakistan

Phillippines

Phillippines

Sri Lanka

Sri Lanka

Taiwan

Taiwan

Thailand

001 800 156 203 0756
Requires access to international calls.

Thailand

001 800 156 203 0756
Requires access to international calls.

Vietnam

1201 0288 (VTI & VNPT)
1216 50004 (Mobifone)

Vietnam

1201 0288 (VTI & VNPT)
1216 50004 (Mobifone)

877‑453‑8353, option 5
(6:00 am - 6:00 pm MT)


720‑888‑0030, (Outside North America)


control.center@lumen.com
(Latin America, Asia, Australia)

877‑453‑8353, option 5
(6:00 am - 6:00 pm MT)


720‑888‑0030, (Outside North America)


control.center@lumen.com
(Latin America, Asia, Australia)

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