CenturyLink: cancellation problem

Collect

• cancellation date and confirmation
• UPS return receipt

Steps

1. Call or chat to cancel. The agreement says you cannot cancel by email.

   OnlineHow to cancel your CenturyLink service (call or chat)

2. Return any leased modem, router or Connected Voice equipment within 30 days.

   OnlineHow to pack and return the CenturyLink modem (UPS label or QR code)

3. Check the final bill. Any deposit and interest are applied to the final balance.

More contacts for this issue

Facts you can cite

• Process

  The agreement states customers cannot terminate service by email; they must call the number on the bill or use the listed websites.

  Source: centurylink.com, verified 2026-10-12

• Fee

  The early termination charge for a term commitment is 100% of the monthly recurring charge times the months remaining in the first 12 months, plus 40% of the monthly charge for remaining months after that. It is waived if the customer notifies CenturyLink within 30 days of ordering.

  Source: centurylink.com, verified 2026-10-12

• Process

  Satellite TV bought through CenturyLink (DIRECTV or DISH) must be cancelled directly with that provider.

  Source: centurylink.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 informal complaints against common carriers
  47 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

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 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

  3 citable points

  • Policy

    Before obtaining the consumer's billing information, the seller must provide text that "clearly and conspicuously discloses all material terms of the transaction".

    Source: law.cornell.edu, verified 2026-10-12

  • Policy

    The seller must provide "simple mechanisms for a consumer to stop recurring charges" on the consumer's credit card, debit card, bank account or other financial account.

    Source: law.cornell.edu, verified 2026-10-12

  • Process

    A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.

    Source: law.cornell.edu, verified 2026-10-12

Rules not in force (do not cite)

• FTC "Click-to-Cancel" amendments to the Negative Option Rule (2024) Vacated
  16 CFR part 425 (2024 amendments, published November 15, 2024)

  Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).

  Not in force. Do not cite it as current law.

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCenturyLink account and tech support ("CTL Only" region on the contact page) +1-800-201-4099

2. Retention team

   OnlineHow to cancel your CenturyLink service (call or chat)
   EmailQuantum Fiber customer service email (billing disputes, cancellation, equipment) fibersuccess@quantumfiber.com

   CenturyLink publishes no retention number.

3. Written complaint

   EmailCenturyLink written Notice of Claim (required before a lawsuit) legalaffairs@lumen.com

   CenturyLink requires a written Notice of Claim before any lawsuit.

4. Federal regulator

   RegulatorFederal Communications Commission, Consumer Complaint Center +1-888-225-5322

5. 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).

6. 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).

7. 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.

8. Arbitration

   MailQuantum Fiber Notice of Dispute (AT&T legal department) Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office

   Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice.

Watch out

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