CenturyLink: billing error
Call or chat before the due date; if not fixed, send a written Notice of Claim.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.
Collect
- the bill
- account number
- order confirmation
Steps
Contact CenturyLink customer service before the bill due date. Charges continue unless you tell CenturyLink promptly.
If not resolved, email a written Notice of Claim with account number, facts, amount and supporting documents.
File an FCC complaint with the bill and the notice.
Quantum Fiber customers have 180 days from the bill date to notify customer service or send a Notice of Dispute.
EmailQuantum Fiber customer service email (billing disputes, cancellation, equipment) fibersuccess@quantumfiber.com
More contacts for this issue
Facts you can cite
- Deadline
The CenturyLink agreement asks customers to contact customer service before the due date about a disputed charge; charges continue unless CenturyLink is informed promptly.
Source: centurylink.com, verified 2026-10-12
- Deadline
Quantum Fiber customers have 180 days from the bill date to notify customer service or submit a Notice of Dispute, or they waive the right to dispute the bill (except in states that prohibit this provision).
Source: quantumfiber.com, verified 2026-10-12
- Process
CenturyLink disputes go to court, not arbitration. The customer must first present the claim in writing; a lawsuit may be filed only if the claim is not resolved within 60 days after CenturyLink receives the notice. Both sides waive a jury trial.
Source: centurylink.com, verified 2026-10-12
- Policy
CenturyLink reimburses filing fees for a small claims lawsuit filed in line with the agreement's dispute terms, whether or not the customer wins.
Source: centurylink.com, verified 2026-10-12
- Process
Quantum Fiber disputes need a Notice of Dispute to AT&T and 60 days after a complete notice before arbitration; legal action must start within two years of the event.
Source: quantumfiber.com, verified 2026-10-12
Rules in force
- FCC "all-in" pricing rule for cable and satellite TV47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)
Cable operators and satellite (DBS) TV providers must show the total "all-in" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.
Source: ecfr.gov, verified 2026-10-12
3 citable points
- Policy
Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.
Source: ecfr.gov, verified 2026-10-12
- Policy
A provider that states a video programming price in promotional materials (advertising and marketing) must state the aggregate price clearly and accurately. If part of the price varies by location, it must say where and how the consumer can get the subscriber-specific all-in price. If the price is time-limited, it must state the post-promotion rate and how long each rate applies. This does not apply to marketing of legacy plans no longer generally available to new customers.
Source: ecfr.gov, verified 2026-10-12
- Deadline
Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.
Source: ecfr.gov, verified 2026-10-12
- Policy
- FCC broadband consumer labels47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)
Fixed and mobile broadband providers must show a standard "broadband consumer label" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.
Source: ecfr.gov, verified 2026-10-12
6 citable points
- Policy
Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.
Source: ecfr.gov, verified 2026-10-12
- Policy
The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.
Source: ecfr.gov, verified 2026-10-12
- Policy
The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.
Source: federalregister.gov, verified 2026-10-12
- Policy
Labels must be provided in English and in any other language in which the provider markets its services in the United States.
Source: ecfr.gov, verified 2026-10-12
- Deadline
Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.
Source: ecfr.gov, verified 2026-10-12
- Policy
The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single "up to" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.
Source: federalregister.gov, verified 2026-10-12
- Policy
- FCC informal complaints against common carriers47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)
A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.
Source: ecfr.gov, verified 2026-10-12
4 citable points
- Policy
Complaints against carriers under section 208 of the Communications Act may be either formal or informal.
Source: ecfr.gov, verified 2026-10-12
- Process
An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.
Source: ecfr.gov, verified 2026-10-12
- Process
The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.
Source: ecfr.gov, verified 2026-10-12
- Deadline
If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.
Source: ecfr.gov, verified 2026-10-12
- Policy
- Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements15 U.S.C. 8401-8405
A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.
Source: law.cornell.edu, verified 2026-10-12
1 citable point
- Policy
The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".
Source: law.cornell.edu, verified 2026-10-12
- Policy
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Retention team
EmailQuantum Fiber customer service email (billing disputes, cancellation, equipment) fibersuccess@quantumfiber.comCenturyLink publishes no retention number.
Written complaint
CenturyLink requires a written Notice of Claim before any lawsuit.
Federal regulator
State agency
Your state’s utility commission. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Small claims court
The CenturyLink agreement sends disputes to court (bench trial, jury waived), not arbitration, after a 60-day resolution window. CenturyLink reimburses small claims filing fees when the terms are followed.
Arbitration
MailQuantum Fiber Notice of Dispute (AT&T legal department) Legal Department - Notice of Dispute, AT&T, 208 S. Akard, OfficeQuantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice.
Watch out
- CenturyLink chat opens from a page control and has no direct URL.
- CenturyLink stores do not accept equipment returns; returns go through UPS only.
Let your AI agent handle this
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1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
CenturyLink charged me [amount] on [date] for something I did not order. Use Escalate Anything to get it corrected.Source code, other install options and the Claude Code plugin