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 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.

• 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. Click Services.
  3. In the Network, Security, and Communications box, click View All or select the product you want to disconnect.
  4. Search for the service you want to disconnect.
  5. Click the service ID to open details for the service, then click Disconnect.
     
     
• For all other services, first try creating a disconnect request:
  
  
  • Creating a disconnect request
  • Viewing the status of a disconnect request
    
  • Updating information in a disconnect request
  • Canceling a disconnect request
    
    If your service ID isn't listed, try creating a disconnect order. If you don't have access to Control Center, use this tool to submit your disconnect request.

• billing account/customer name
• billing account number
• contact name
• contact email or phone number
• service ID* (as shown 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.

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.