Lumen help
Use the LSR portal to port out phone numbers from legacy CenturyLink (QCC) and CenturyTel (SPIDs 7575 and 2896).
Note: The trading partner profile (TPP) form is required to gain access to the LSR portal. The CLEC LNP team will provide your domain, user ID, and password once they process your form.
Trading partner profile form
(Send completed forms to
clec-lnp@lumen.com.)
Level | Contact information |
1 | CLEC LNP team 8:00AM–5:00PM CT, Monday–Friday Closed weekends and Lumen‑observed holidays |
2 | Christian Aguilar, LNP manager 720‑888‑1563 |
3 | Corey Curtis, Voice Service Delivery senior manager 918‑547‑4101 |
Note: The CLEC LNP team doesn't provide after‑hours support for port outs. Follow the customer out of service (workback) procedures.
It is important to know that not all TNs have a customer service record (CSR). Lumen will use its best effort to provide CSR information for requests when available. CSR responses will be made available in the LSR portal.
Listed below is an example of the steps taken in the port out process for complex, standard due date request. Intervals are not applicable to ICB project port out request.
Lumen requests that NNSP places a comment in the Remarks section identifying what action is needed on remaining services.
Lumen will consider support of expedited port-out intervals on an individual case basis (via LSR with the expedite field populated) with particular focus on preventing emergency services (911, police, fire, ambulance or medical facilities) from being out of service. However, this does not guarantee that shortened intervals can be met.
To change due dates or cancel a service request, issue a supplement to your service request.
Note: When a due-date supplement or cancel cannot be submitted due to a system outage, verbal requests will be accepted through the escalation process. Following restoration of the system, submit a supplement for the DD change or cancel.
To determine the correct process for due-date changes and/or cancels, follow the matrix below.
If a supplement is submitted… | Then… |
Before 8:00 PM CT on the service request due date | Submit a supplement to your service request to clec‑lnp@lumen.com. |
After 8:00 PM CT or before 12:00 PM CT the next business day after the service request due date | Submit a supplement your service request to clec‑lnp@lumen.com. (This is considered late notification.) |
After 12:00 PM CT the next business day after the requested due date | Submit a supplement to your service request to clec‑lnp@lumen.com. (This is considered late notification.) |
Before 3:00 PM CT, two business days after the requested due date | Submit a supplement to your service request to clec‑lnp@lumen.com. To initiate an escalation, email clec‑lnp@lumen.com. (This is considered late notification.) |
After 3:00 PM CT, two business days after the requested due date Note: See Failed Port Activities or End‑User Out Of Service (OOS) for additional information. | To initiate an escalation for the late notification, email clec‑lnp@lumen.com. Note: You may still be required to send in a supplement, the representative will advise you if you need a supplement or a new service request. |
Three or more days after the requested due date Note: See Failed Port Activities or End‑User Out of Service (OOS) for additional information | To initiate an escalation for the late notification, email clec‑lnp@lumen.com. Steps of escalation note: You may still be required to send in a supplement to your service request, the representative will advise you if you need a supplement or a new service request. |
Note: You may contact clec‑lnp@lumen.com at any time concerning your due date change or cancel request.
If the end-user is out of service (OOS) and the due date on the service request has passed and you need to restore the Lumen service, you must contact the CLEC LNP team to begin the "workback" process within a 48-hour window past a due date. (If after hours must follow escalation procedures with CLEC LNP team.) If your "workback" request includes a request to cancel future port activity, this request will be handled verbally by the CLEC LNP team and no new service request will be required.
A "workback" occurs when the end-user is OOS and the subscription was never activated at the NPAC. The CLEC LNP representative will request that you either send in a supplement to the existing service request (when appropriate), or a new service request, via the LSR portal, on all requests to restore service for the end user in the Lumen switch, when the request has already been completed and you desire a future port date.
Lumen will begin the restoration process for the end-user's service upon receipt of the service request for future port activity or the verbal request on cancels. Occasionally, a restoral may be needed after the port subscription has been activated, these requests will be handled on an ICB through the same end-user out of service process. Failure to follow this process may result in the non-fatal reject of your "workback" request and delay the restoral.
You are responsible for contacting a listing service and establishing listings for your end users. The end user’s current directory listings will be disconnected.