Lumen help
You should never "hard" disconnect phone numbers as part of your collections process. Technically, once you have disconnected the phone number, you no longer have any claim to this number. For collections purposes, you should always do a “soft” disconnect in your systems only along with an “out of service” voicemail which typically would encourage your end user to bring their account balance current.
If a phone number was truly disconnected accidentally, you can submit an LNP ticket using Control Center to request that service be restored.
Need help? Contact the LNP Help Desk: 866-697-5881, option 1, then 1.
Note: Lumen supports service restoral of accidentally disconnected phone numbers if less than 30 days from completion date. Phone numbers disconnected outside of 30 days will be restored only with the approval of the LNP team manager if the phone number has not already been returned to the original carrier code block owner. Phone numbers will be restored at the rate of $95/phone number.
Once a phone number is disconnected, it’s put into an aging pool for 30 days before being returned to the original carrier code block owner as required by the FCC. We take the phone number out of aging first and put it into a temporary assigned status before you can submit a new port-in order to restore service to your end-user on your customer number.
If the phone number was a native number (given to you by Lumen) and it’s been over 30 days, contact your Lumen representative to get the phone number reinstated with our Number Management/LEU team.
To submit a ticket to restore a disconnected service:
Important: Once the LNP agent moves the TN to a portable status, you must submit a new internal port order using Control Center within 4 hours. If you don't submit the order, the phone number will be moved back to the Unassignable/Disconnect status and you will need to resubmit your request.
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