LUMEN TRUST & SAFETY FAQS FOR AGENCIES

Lumen Trust & Safety FAQs for Agencies

Last Updated: August 19, 2021

 

Welcome to the LES FAQ Page designed for Law Enforcement Agencies. Please select an FAQ below.

 

Who do I call for an Exigent circumstance?


For a Law Enforcement Agency emergency involving the danger of death or serious injury to any person, please call Lumen’s Security Response Center (SRC) at 800-215-4829. You may also call the SRC at 877-451-1980 option 1.  Be advised that misuse of this emergency call option will not help expedite non exigent responses and could jeopardize other emergency caller assistance. Lumen’s Security Response Center (SRC) will facilitate emergency only requests for Lumen and its subsidiaries, which include the following companies:
 

  • LUMEN
  • Centurylink
  • CenturyTel
  • Embarq
  • Qwest
  • Level 3 Communications
  • Broadwing Communications
  • ICG Communications
  • WilTel Communications Group
  • TW Telecom
  • Global Crossing Telecommunications
  • TelCove/Adelphia
  • Genuity
  • Xpedius
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Where do I send a legal demand?


If you are a law enforcement official or government agency wishing to serve a criminal or administrative subpoena, or pen register, trap, trace, or wiretap court order on Lumen for records, you may do so by fax, email, or direct mail:


Fax toll free:
 

  • 844-254-5800


Email:

is for submitting legal demands only.

 

General questions should be sent to:

Self Service Portal issues should be sent to:

Direct Mail:

 

LUMEN TRUST & SAFETY GROUP
RM 750
5325 ZUNI STREET
DENVER, CO 80221

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What kinds of records are available to law enforcement?

 

Bill Statements
Lumen will only provide copies of a customer's bill statements with a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Call Trace Results (*57)
*57 can be used at any time but will only trace the last incoming call.

A successful *57 trace means that Lumen captured a 10-digit phone number. Please note that there is no guarantee that the 10-digit phone number is a valid working phone number (for example, 000-000-0000).

Unsuccessful traces indicate that Lumen did not capture a 10-digit phone number.

Customers are advised to contact their local Law Enforcement Agency once the call is traced. The trace results will only be released with a subpoena, court order, or other legal demand. A successful trace will include the phone number captured and if that number is serviced by Lumen, the name and address of the subscriber will be released. If Law Enforcement has any questions regarding this process, please call the Lumen Trust & Safety team at 877-451-1980. You may also email us at:

A team member will respond within 1 business day. 

See additional FAQ about the Call Trace feature.

Internet Protocol (IP) Subscriber Information
Internet Protocol information may include the name, address, associated phone number, user ID and time logs of the assigned Lumen customer. Lumen cannot process requests for IP subscriber information without being provided an exact date, time and time zone. Please note that no information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Local Call Detail
Lumen customers are charged for dial tone, not per call; therefore, local call detail will not appear on their bill.

Records of local calls are not maintained in the normal course of business. To attempt to retrieve local call detail, Lumen must perform an extensive search of raw switch data and then attempt to assemble the relevant data into a report that can be understood by the requesting party. There is no guarantee that any particular local call record will be obtained. Applicable fees may apply  to any requesting party, including Law Enforcement agencies because this is data that is not maintained in the normal course of Lumen's business. No information will be released without a subpoena, court order, or other legal demand specifically requesting this information.

Pay Phone Records
Lumen is a re‑biller of payphone services. We can provide the location of a payphone without a subpoena since that is public knowledge.

Lumen can only provide call detail records on a payphone with a subpoena, court order, or other legal demand and only if it is on Lumen's network.

To attempt to retrieve call detail, Lumen must perform an extensive search. There is no guarantee that any particular call record will be obtained. Applicable fees may apply  to any requesting party, including Law Enforcement agencies.

Payment
Payment information may include records of bank, credit card or electronic fund transfer payments. Please note that no information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Subscriber
Subscriber, or customer, information may include customer name, physical address and billing address. Please note that no information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Toll / Long Distance Call Detail
An itemized list of outgoing toll/long distance calls, incoming collect calls, calling cards or third party billed calls may be available on a billing statement. If a customer has an unlimited long distance plan, an itemized list may not appear on the billing statement. Prior to billing, Lumen may not be able to provide all information that will ultimately appear on the customer's billing statement. No information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Voice Messaging
Access to a Lumen customer's voice mail messages requires a search warrant or court order. Lumen cannot retrieve voice‑mail messages once the customer deletes the message, or once the customer's service has been disconnected.

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What time frames are various records available?


Generally, Lumen's data retention guidelines are as follows, although these guidelines are subject to multiple conditions:
 
  • Billing Systems data - 6 years plus current year.
  • Call Detail records - 1 year minimum.
  • Internet IP Address information - Rolling 12 months.
  • Long Distance billing records - 6 years plus current year.
  • Voice Messages - Current messages are available based on certain dependencies for example, if account has not been disconnected, or the message has not been deleted.
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What are the fees, if any, for Trust & Safety assistance?


Lumen charges fees for the collection of data simply to cover the cost of complying with court orders, subpoenas or other legal demands. Most of the fees charged do not compensate Lumen for the total cost of compliance.

Applicable fees may apply

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How can I find out about the status of a subpoena?


To determine the status of a subpoena, please call 877-451-1980 and follow the menu options or email us at:

Please be prepared to include your name, a call back number, and a Lumen case number if available. We will respond within 1 business day.

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What are the Trust & Safety team's hours of operation?


Lumen's Trust & Safety team's hours of operation are Monday through Friday, 8am to 5pm Central time, excluding holidays.

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Where do I report a damage incident related to Lumen services?

 

UNIcall, 866-864-2255, is the risk incident notification network for Lumen. UNIcall may be used by Law Enforcement, Government Agencies and Customers in the following circumstances:
 

  • Report damage to a customer's property
  • Report damage caused by the public to Lumen's property including phone lines, poles, cables, boxes, facilities
  • Government agency requests to conduct a regulatory inspection of Lumen property
  • Government agency requests for hazardous material emergency planning information
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Does Lumen track internet content?

 

Lumen uses information generated on our networks to manage, plan, and develop networks, and to ensure reliability and efficiency of those networks. For example, we monitor data to check for viruses, control spam, prevent attacks that might disable our services, ensure traffic does not violate our subscriber agreements or our acceptable use policies, and guard against other inappropriate or illegal activity. This may involve looking at the characteristics of our network traffic, such as traffic volumes, beginning and ending points of transmissions, and the types of applications being used to send traffic across our network.


In limited circumstances, we need to look into the content of the data (such as the specific websites being visited, files being transmitted, or applications being used) for the purposes described above. We may also look into the content of the data when Lumen is concerned about fraud or harassment, to repair a detected problem, or when we are providing the content of broadband traffic to Law Enforcement when required and authorized by law.


Most of the specific information we obtain that is attributable to a user is kept only for a matter of hours or days. We may retain data for longer if, for example, we see patterns in the traffic that give us concerns about potential harm to our network, or if we are doing a specific study on the impact of certain applications used on our networks. We also may retain logs of the total amount of data transmitted, and the date, time, and duration of access to the Internet through our services by a user, including the user's IP address at the time.


For more information, visit Lumen's Privacy Notice.

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What is the difference between a Dynamic and a Static IP Address?

 

Dynamic IP Addresses change every time a user connects to the Lumen network. The majority of Lumen customers have Dynamic IP addresses. IP addresses are not specific to a certain city or state. The customer may be issued any IP address that is assigned to the switch's service area. The switch may cover multiple cities and states.


Static IP Addresses remain the same and are typically used by Large Businesses or Government Entities.

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If you know the IP Address, how do I find the Internet Service Provider?


You can access the American Registry of Internet Numbers (ARIN) website to identify the Internet Service Provider of an IP address. Use the 'Search WHOISRWS' function located on the top of ARIN's home page.


ARIN is not maintained by Lumen. Lumen cannot ensure the accuracy of the results provided by ARIN.

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How do I find the Service Provider for a telephone number?


Telcodata is a website that will locate the name of the Telecommunication Service Provider when provided with an area code and prefix. This site will also break down the area code and prefix on "pooled numbers" which are numbers split between several different service providers. For example, 720-287 is pooled between 4 different service providers. Telcodata will show which Service Provider handles each pooled set of numbers.


Telcodata is not maintained by Lumen. Lumen cannot ensure the accuracy of the results provided by Telcodata.

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Who can I contact about identity theft or fraud related to a Lumen service?

 

The Lumen Fraud Management Operations Center is committed to eliminating revenue losses due to fraud through investigation, education, and policy enforcement, acting ethically and with integrity. The fraud team aggressively researches solutions to emerging fraud trends by determining the root cause and implementing preventative measures affecting process and/or policy changes.


If you are a Law Enforcement Agency in need of assistance related to Lumen Services, please call the Lumen UNICall hotline at 866-864-2255.

You can also email the fraud organization at:

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What business names operate under former Level 3, now Lumen?


Former Level 3 companies, now Lumen, include:
 

  • Broadwing Communications
  • ICG Communications
  • WilTel Communications Group
  • TW Telecom
  • Global Crossing Telecommunications
  • TelCove/Adelphia
  • Genuity
  • Xpedius
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How can Law Enforcement obtain information on a former Level 3 Communications telephone Number using the Self-Service Portal?


Former Level 3’s LEA Self-Service Portal  allows LEAs to obtain reseller contact information for Telephone Numbers, usually within 1 business day, without a subpoena.  The provided reseller contact information is where LEAs submit the Telephone Number subpoena or preservation request.


Important Self-Service Portal Guidelines and Facts
To successfully utilize the Portal, Google Chrome or Mozilla Firefox are preferred. If you are using Internet Explorer, please update your Java Script or use another browser. 


Difficulties you may encounter when using a non-recommended browser can include:

  • The inability to enter text to request a code
  • Confirmation of a successful CAPCHA however no email is received
  • Passcode is never received


Please follow the instructions provided on the Self-Service Portal to request a passcode for your Level 3 Communications Telephone Number query.  Please retain this passcode to access the response!


If our website error messages ‘Your email address is not a recognized LEA Domain’ we will need to add your domain to our accepted domains table. Please email us at:

a onetime request to have your email domain added. We will not accept Yahoo, Gmail, MSN, Comcast, or any other public domain as a LEA domain for security reasons.


If you do not receive your passcode, check our browser recommendations noted above. Additionally, LEA systems occasionally will not allow our emails through, as they may be tagged as spam.


After your information request has been completed you will receive an email containing a link.  Click the link, enter your passcode, and receive your results.  After this second use of the passcode, you may dispose of it.


If our website messages ‘Your request is incomplete’ your request is in queue and you should still receive a response within 48 hours.


You will need to request a passcode every time you submit a new query into the site. A single request will accommodate 15 Telephone Numbers.


If you have any questions, please email us at:

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How can I contact the Trust & Safety team if I still have questions?


If you have a question, please call 877-451-1980, and listen to the options presented. You will have to leave a message with your name, contact number, and reason for calling. Also include as much detailed information as possible, such as a Lumen case number or telephone number of interest, so we may quickly address your concerns. You may also email the Lumen Trust & Safety team at:

Lumen's Trust & Safety team will return your call within 1 business day.

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