{"id":"lumen-centurylink","page":"https://escalate.alexgaoth.com/#/c/lumen-centurylink","html":"https://escalate.alexgaoth.com/c/lumen-centurylink/","generated":"2026-10-15","company":{"id":"lumen-centurylink","name":"CenturyLink","aliases":["centurylink","lumen","lumen technologies","quantum fiber"],"sector":"internet_tv","parent":"Lumen Technologies, Inc. (CenturyLink); AT&T (Quantum Fiber since its 2026 subscriber agreement)","website":"https://www.centurylink.com","account_url":"https://dh.centurylink.com/","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"customer-service-phone-qwest-region","type":"phone","label":"CenturyLink account and tech support (\"Q Only\" and \"OOR Only\" regions on the contact page)","value":"+1-800-244-1111","hours":"Monday - Friday 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"CenturyLink chat (7 days a week)","value":"https://www.centurylink.com/home/help/contact.html","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"notes":"Start chat with the \"Chat\" or \"Let's Chat\" control on the contact page.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How to cancel your CenturyLink service (call or chat)","value":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","purposes":["cancel_service"],"access":"open","source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"How to pack and return the CenturyLink modem (UPS label or QR code)","value":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","purposes":["equipment_return"],"access":"open","source":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","last_verified":"2026-10-12"},{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"claim-notice-mail","type":"mail","label":"CenturyLink written Notice of Claim by mail","value":"Lumen Technologies, Attn - Litigation Department, 931 14th Street, Suite 900, Denver, CO 80202","purposes":["billing_error","poor_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"CenturyLink Internet Subscriber Agreement (effective November 1, 2025)","value":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","access":"open","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-phone","type":"phone","label":"Quantum Fiber (from AT&T) customer support","value":"+1-833-250-6306","hours":"7 days a week, 7 a.m. to 11 p.m. CST","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"source":"https://www.quantumfiber.com/support/contact.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-email","type":"email","label":"Quantum Fiber customer service email (billing disputes, cancellation, equipment)","value":"fibersuccess@quantumfiber.com","purposes":["billing_error","cancel_service","equipment_return"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-agreement","type":"portal","label":"Quantum Fiber from AT&T Internet Subscriber Agreement (V.02.02.2026)","value":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","access":"open","source":"https://www.quantumfiber.com/legal.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"CenturyLink publishes no retention number."},{"rung":"written_complaint","channel":"claim-notice-email","note":"CenturyLink requires a written Notice of Claim before any lawsuit."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims","note":"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."},{"rung":"arbitration","channel":"quantum-fiber-arbitration-notice","note":"Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice."}],"playbooks":[{"issue":"billing_error","summary":"Call or chat before the due date; if not fixed, send a written Notice of Claim.","evidence":["the bill","account number","order confirmation"],"steps":[{"do":"Contact CenturyLink customer service before the bill due date. Charges continue unless you tell CenturyLink promptly.","channel":"customer-service-phone"},{"do":"If not resolved, email a written Notice of Claim with account number, facts, amount and supporting documents.","channel":"claim-notice-email"},{"do":"File an FCC complaint with the bill and the notice.","regulator":"fcc"},{"do":"Quantum Fiber customers have 180 days from the bill date to notify customer service or send a Notice of Dispute.","channel":"quantum-fiber-email"}],"facts":[{"kind":"deadline","claim":"The CenturyLink agreement asks customers to contact customer service before the due date about a disputed charge; charges continue unless CenturyLink is informed promptly.","issues":["billing_error"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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).","issues":["billing_error"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"CenturyLink must give 30 days written notice of a monthly charge increase.","evidence":["bills before and after","the notice of change"],"steps":[{"do":"Check the bill or email for the 30-day written notice. If there was none, dispute the increase as a billing error.","channel":"customer-service-phone"},{"do":"Ask for a lower plan or current offer. Write down every offer with the name and date."}],"facts":[{"kind":"policy","claim":"Increases to monthly recurring and non-recurring charges are effective upon 30 days written notice, including email and messages on or with the invoice.","issues":["bill_increase"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Quantum Fiber, a customer who does not accept a materially adverse change during a commitment must cancel within 14 days of the notice to avoid an early termination fee.","issues":["bill_increase","cancel_service"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel by phone or chat (not email), then return leased equipment within 30 days.","evidence":["cancellation date and confirmation","UPS return receipt"],"steps":[{"do":"Call or chat to cancel. The agreement says you cannot cancel by email.","channel":"cancel-help"},{"do":"Return any leased modem, router or Connected Voice equipment within 30 days.","channel":"equipment-return"},{"do":"Check the final bill. Any deposit and interest are applied to the final balance."}],"facts":[{"kind":"process","claim":"The agreement states customers cannot terminate service by email; they must call the number on the bill or use the listed websites.","issues":["cancel_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"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.","issues":["cancel_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Satellite TV bought through CenturyLink (DIRECTV or DISH) must be cancelled directly with that provider.","issues":["cancel_service"],"source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return leased equipment by UPS within 30 days; CenturyLink stores do not accept returns.","evidence":["UPS receipt with tracking number","equipment serial number"],"steps":[{"do":"Get a return label by email or a QR code for The UPS Store from the return page, and drop the box at an authorized UPS Shipping Center.","channel":"equipment-return"},{"do":"Keep the UPS receipt. If you are charged for returned equipment, send the tracking number by chat.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"Leased equipment must be returned within 30 days after termination; otherwise CenturyLink may charge up to the Equipment Charge.","issues":["equipment_return"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returning equipment within 30 days of cancelling avoids an equipment charge of up to $200.","issues":["equipment_return"],"source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}],"known_blockers":["CenturyLink chat opens from a page control and has no direct URL.","CenturyLink stores do not accept equipment returns; returns go through UPS only."],"notes":"\"CenturyLink\" is a trade name of affiliates of Lumen Technologies, Inc. (per the Internet Subscriber Agreement effective November 1, 2025). Quantum Fiber is now \"Quantum Fiber from AT&T\": its subscriber agreement (V.02.02.2026) is between AT&T and the customer and incorporates the AT&T Consumer Services Agreement, and quantumfiber.com carries AT&T branding. CenturyLink copper/DSL service remains with Lumen; its site does not mention AT&T. Quantum Fiber channels are kept here for lookup; for AT&T Fiber accounts use the AT&T file.","official_domains":["centurylink.com","centurylink.net","lumen.com","quantumfiber.com"],"security":{"never_asks":[{"kind":"policy","claim":"CenturyLink will never contact you via email or phone to get your personal information, including your Social Security number or your credit card number.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent websites and emails pose as CenturyLink and ask you to confirm account or personal details, sometimes with urgent requests for money.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-impersonation-residential","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (residential customers)","value":"+1-800-366-8201","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"},{"id":"report-impersonation-business","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (small business customers)","value":"+1-877-365-0045","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"lumen-centurylink","name":"CenturyLink","sector":"internet_tv","website":"https://www.centurylink.com","account_url":"https://dh.centurylink.com/"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Call or chat before the due date; if not fixed, send a written Notice of Claim.","evidence":["the bill","account number","order confirmation"],"steps":[{"do":"Contact CenturyLink customer service before the bill due date. Charges continue unless you tell CenturyLink promptly.","channel":{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}},{"do":"If not resolved, email a written Notice of Claim with account number, facts, amount and supporting documents.","channel":{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"}},{"do":"File an FCC complaint with the bill and the notice.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"do":"Quantum Fiber customers have 180 days from the bill date to notify customer service or send a Notice of Dispute.","channel":{"id":"quantum-fiber-email","type":"email","label":"Quantum Fiber customer service email (billing disputes, cancellation, equipment)","value":"fibersuccess@quantumfiber.com","purposes":["billing_error","cancel_service","equipment_return"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"customer-service-phone-qwest-region","type":"phone","label":"CenturyLink account and tech support (\"Q Only\" and \"OOR Only\" regions on the contact page)","value":"+1-800-244-1111","hours":"Monday - Friday 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"CenturyLink chat (7 days a week)","value":"https://www.centurylink.com/home/help/contact.html","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"notes":"Start chat with the \"Chat\" or \"Let's Chat\" control on the contact page.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"claim-notice-mail","type":"mail","label":"CenturyLink written Notice of Claim by mail","value":"Lumen Technologies, Attn - Litigation Department, 931 14th Street, Suite 900, Denver, CO 80202","purposes":["billing_error","poor_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"CenturyLink Internet Subscriber Agreement (effective November 1, 2025)","value":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","access":"open","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-phone","type":"phone","label":"Quantum Fiber (from AT&T) customer support","value":"+1-833-250-6306","hours":"7 days a week, 7 a.m. to 11 p.m. CST","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"source":"https://www.quantumfiber.com/support/contact.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-email","type":"email","label":"Quantum Fiber customer service email (billing disputes, cancellation, equipment)","value":"fibersuccess@quantumfiber.com","purposes":["billing_error","cancel_service","equipment_return"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-agreement","type":"portal","label":"Quantum Fiber from AT&T Internet Subscriber Agreement (V.02.02.2026)","value":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","access":"open","source":"https://www.quantumfiber.com/legal.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The CenturyLink agreement asks customers to contact customer service before the due date about a disputed charge; charges continue unless CenturyLink is informed promptly.","issues":["billing_error"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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).","issues":["billing_error"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 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)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"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\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"CenturyLink publishes no retention number.","candidate_channels":["cancel-help","quantum-fiber-email"]},{"index":2,"rung":"written_complaint","note":"CenturyLink requires a written Notice of Claim before any lawsuit.","channel":{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"small_claims","note":"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."},{"index":7,"rung":"arbitration","note":"Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice.","channel":{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}}],"known_blockers":["CenturyLink chat opens from a page control and has no direct URL.","CenturyLink stores do not accept equipment returns; returns go through UPS only."],"security":{"official_domains":["centurylink.com","centurylink.net","lumen.com","quantumfiber.com"],"never_asks":[{"kind":"policy","claim":"CenturyLink will never contact you via email or phone to get your personal information, including your Social Security number or your credit card number.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent websites and emails pose as CenturyLink and ask you to confirm account or personal details, sometimes with urgent requests for money.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-impersonation-residential","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (residential customers)","value":"+1-800-366-8201","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"},{"id":"report-impersonation-business","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (small business customers)","value":"+1-877-365-0045","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"CenturyLink\" is a trade name of affiliates of Lumen Technologies, Inc. (per the Internet Subscriber Agreement effective November 1, 2025). Quantum Fiber is now \"Quantum Fiber from AT&T\": its subscriber agreement (V.02.02.2026) is between AT&T and the customer and incorporates the AT&T Consumer Services Agreement, and quantumfiber.com carries AT&T branding. CenturyLink copper/DSL service remains with Lumen; its site does not mention AT&T. Quantum Fiber channels are kept here for lookup; for AT&T Fiber accounts use the AT&T file.","warnings":[]},"bill_increase":{"company":{"id":"lumen-centurylink","name":"CenturyLink","sector":"internet_tv","website":"https://www.centurylink.com","account_url":"https://dh.centurylink.com/"},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"CenturyLink must give 30 days written notice of a monthly charge increase.","evidence":["bills before and after","the notice of change"],"steps":[{"do":"Check the bill or email for the 30-day written notice. If there was none, dispute the increase as a billing error.","channel":{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}},{"do":"Ask for a lower plan or current offer. Write down every offer with the name and date."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"customer-service-phone-qwest-region","type":"phone","label":"CenturyLink account and tech support (\"Q Only\" and \"OOR Only\" regions on the contact page)","value":"+1-800-244-1111","hours":"Monday - Friday 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"CenturyLink Internet Subscriber Agreement (effective November 1, 2025)","value":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","access":"open","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-agreement","type":"portal","label":"Quantum Fiber from AT&T Internet Subscriber Agreement (V.02.02.2026)","value":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","access":"open","source":"https://www.quantumfiber.com/legal.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Increases to monthly recurring and non-recurring charges are effective upon 30 days written notice, including email and messages on or with the invoice.","issues":["bill_increase"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Quantum Fiber, a customer who does not accept a materially adverse change during a commitment must cancel within 14 days of the notice to avoid an early termination fee.","issues":["bill_increase","cancel_service"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 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)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a price is introductory or limited in time, the bill must state when it ends (the length of the discount or the date the price changes), and must show the post-promotion rate 60 and 30 days before the end of the introductory period.","issues":["bill_increase","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"CenturyLink publishes no retention number.","candidate_channels":["cancel-help","quantum-fiber-email"]},{"index":2,"rung":"written_complaint","note":"CenturyLink requires a written Notice of Claim before any lawsuit.","channel":{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"small_claims","note":"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."},{"index":7,"rung":"arbitration","note":"Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice.","channel":{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}}],"known_blockers":["CenturyLink chat opens from a page control and has no direct URL.","CenturyLink stores do not accept equipment returns; returns go through UPS only."],"security":{"official_domains":["centurylink.com","centurylink.net","lumen.com","quantumfiber.com"],"never_asks":[{"kind":"policy","claim":"CenturyLink will never contact you via email or phone to get your personal information, including your Social Security number or your credit card number.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent websites and emails pose as CenturyLink and ask you to confirm account or personal details, sometimes with urgent requests for money.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-impersonation-residential","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (residential customers)","value":"+1-800-366-8201","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"},{"id":"report-impersonation-business","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (small business customers)","value":"+1-877-365-0045","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"CenturyLink\" is a trade name of affiliates of Lumen Technologies, Inc. (per the Internet Subscriber Agreement effective November 1, 2025). Quantum Fiber is now \"Quantum Fiber from AT&T\": its subscriber agreement (V.02.02.2026) is between AT&T and the customer and incorporates the AT&T Consumer Services Agreement, and quantumfiber.com carries AT&T branding. CenturyLink copper/DSL service remains with Lumen; its site does not mention AT&T. Quantum Fiber channels are kept here for lookup; for AT&T Fiber accounts use the AT&T file.","warnings":[]},"cancel_service":{"company":{"id":"lumen-centurylink","name":"CenturyLink","sector":"internet_tv","website":"https://www.centurylink.com","account_url":"https://dh.centurylink.com/"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel by phone or chat (not email), then return leased equipment within 30 days.","evidence":["cancellation date and confirmation","UPS return receipt"],"steps":[{"do":"Call or chat to cancel. The agreement says you cannot cancel by email.","channel":{"id":"cancel-help","type":"portal","label":"How to cancel your CenturyLink service (call or chat)","value":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","purposes":["cancel_service"],"access":"open","source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"}},{"do":"Return any leased modem, router or Connected Voice equipment within 30 days.","channel":{"id":"equipment-return","type":"portal","label":"How to pack and return the CenturyLink modem (UPS label or QR code)","value":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","purposes":["equipment_return"],"access":"open","source":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","last_verified":"2026-10-12"}},{"do":"Check the final bill. Any deposit and interest are applied to the final balance."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"customer-service-phone-qwest-region","type":"phone","label":"CenturyLink account and tech support (\"Q Only\" and \"OOR Only\" regions on the contact page)","value":"+1-800-244-1111","hours":"Monday - Friday 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"CenturyLink chat (7 days a week)","value":"https://www.centurylink.com/home/help/contact.html","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"notes":"Start chat with the \"Chat\" or \"Let's Chat\" control on the contact page.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How to cancel your CenturyLink service (call or chat)","value":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","purposes":["cancel_service"],"access":"open","source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"CenturyLink Internet Subscriber Agreement (effective November 1, 2025)","value":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","access":"open","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-phone","type":"phone","label":"Quantum Fiber (from AT&T) customer support","value":"+1-833-250-6306","hours":"7 days a week, 7 a.m. to 11 p.m. CST","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"source":"https://www.quantumfiber.com/support/contact.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-email","type":"email","label":"Quantum Fiber customer service email (billing disputes, cancellation, equipment)","value":"fibersuccess@quantumfiber.com","purposes":["billing_error","cancel_service","equipment_return"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-agreement","type":"portal","label":"Quantum Fiber from AT&T Internet Subscriber Agreement (V.02.02.2026)","value":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","access":"open","source":"https://www.quantumfiber.com/legal.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The agreement states customers cannot terminate service by email; they must call the number on the bill or use the listed websites.","issues":["cancel_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"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.","issues":["cancel_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Satellite TV bought through CenturyLink (DIRECTV or DISH) must be cancelled directly with that provider.","issues":["cancel_service"],"source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"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).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"CenturyLink publishes no retention number.","candidate_channels":["cancel-help","quantum-fiber-email"]},{"index":2,"rung":"written_complaint","note":"CenturyLink requires a written Notice of Claim before any lawsuit.","channel":{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"small_claims","note":"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."},{"index":7,"rung":"arbitration","note":"Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice.","channel":{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}}],"known_blockers":["CenturyLink chat opens from a page control and has no direct URL.","CenturyLink stores do not accept equipment returns; returns go through UPS only."],"security":{"official_domains":["centurylink.com","centurylink.net","lumen.com","quantumfiber.com"],"never_asks":[{"kind":"policy","claim":"CenturyLink will never contact you via email or phone to get your personal information, including your Social Security number or your credit card number.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent websites and emails pose as CenturyLink and ask you to confirm account or personal details, sometimes with urgent requests for money.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-impersonation-residential","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (residential customers)","value":"+1-800-366-8201","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"},{"id":"report-impersonation-business","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (small business customers)","value":"+1-877-365-0045","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"CenturyLink\" is a trade name of affiliates of Lumen Technologies, Inc. (per the Internet Subscriber Agreement effective November 1, 2025). Quantum Fiber is now \"Quantum Fiber from AT&T\": its subscriber agreement (V.02.02.2026) is between AT&T and the customer and incorporates the AT&T Consumer Services Agreement, and quantumfiber.com carries AT&T branding. CenturyLink copper/DSL service remains with Lumen; its site does not mention AT&T. Quantum Fiber channels are kept here for lookup; for AT&T Fiber accounts use the AT&T file.","warnings":[]},"equipment_return":{"company":{"id":"lumen-centurylink","name":"CenturyLink","sector":"internet_tv","website":"https://www.centurylink.com","account_url":"https://dh.centurylink.com/"},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return leased equipment by UPS within 30 days; CenturyLink stores do not accept returns.","evidence":["UPS receipt with tracking number","equipment serial number"],"steps":[{"do":"Get a return label by email or a QR code for The UPS Store from the return page, and drop the box at an authorized UPS Shipping Center.","channel":{"id":"equipment-return","type":"portal","label":"How to pack and return the CenturyLink modem (UPS label or QR code)","value":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","purposes":["equipment_return"],"access":"open","source":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","last_verified":"2026-10-12"}},{"do":"Keep the UPS receipt. If you are charged for returned equipment, send the tracking number by chat.","channel":{"id":"support-chat","type":"chat","label":"CenturyLink chat (7 days a week)","value":"https://www.centurylink.com/home/help/contact.html","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"notes":"Start chat with the \"Chat\" or \"Let's Chat\" control on the contact page.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"customer-service-phone-qwest-region","type":"phone","label":"CenturyLink account and tech support (\"Q Only\" and \"OOR Only\" regions on the contact page)","value":"+1-800-244-1111","hours":"Monday - Friday 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"CenturyLink chat (7 days a week)","value":"https://www.centurylink.com/home/help/contact.html","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"notes":"Start chat with the \"Chat\" or \"Let's Chat\" control on the contact page.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"How to pack and return the CenturyLink modem (UPS label or QR code)","value":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","purposes":["equipment_return"],"access":"open","source":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"CenturyLink Internet Subscriber Agreement (effective November 1, 2025)","value":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","access":"open","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-phone","type":"phone","label":"Quantum Fiber (from AT&T) customer support","value":"+1-833-250-6306","hours":"7 days a week, 7 a.m. to 11 p.m. CST","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"source":"https://www.quantumfiber.com/support/contact.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-email","type":"email","label":"Quantum Fiber customer service email (billing disputes, cancellation, equipment)","value":"fibersuccess@quantumfiber.com","purposes":["billing_error","cancel_service","equipment_return"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-agreement","type":"portal","label":"Quantum Fiber from AT&T Internet Subscriber Agreement (V.02.02.2026)","value":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","access":"open","source":"https://www.quantumfiber.com/legal.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Leased equipment must be returned within 30 days after termination; otherwise CenturyLink may charge up to the Equipment Charge.","issues":["equipment_return"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returning equipment within 30 days of cancelling avoids an equipment charge of up to $200.","issues":["equipment_return"],"source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"CenturyLink publishes no retention number.","candidate_channels":["cancel-help","quantum-fiber-email"]},{"index":2,"rung":"written_complaint","note":"CenturyLink requires a written Notice of Claim before any lawsuit.","channel":{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"small_claims","note":"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."},{"index":7,"rung":"arbitration","note":"Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice.","channel":{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}}],"known_blockers":["CenturyLink chat opens from a page control and has no direct URL.","CenturyLink stores do not accept equipment returns; returns go through UPS only."],"security":{"official_domains":["centurylink.com","centurylink.net","lumen.com","quantumfiber.com"],"never_asks":[{"kind":"policy","claim":"CenturyLink will never contact you via email or phone to get your personal information, including your Social Security number or your credit card number.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent websites and emails pose as CenturyLink and ask you to confirm account or personal details, sometimes with urgent requests for money.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-impersonation-residential","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (residential customers)","value":"+1-800-366-8201","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"},{"id":"report-impersonation-business","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (small business customers)","value":"+1-877-365-0045","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"CenturyLink\" is a trade name of affiliates of Lumen Technologies, Inc. (per the Internet Subscriber Agreement effective November 1, 2025). Quantum Fiber is now \"Quantum Fiber from AT&T\": its subscriber agreement (V.02.02.2026) is between AT&T and the customer and incorporates the AT&T Consumer Services Agreement, and quantumfiber.com carries AT&T branding. CenturyLink copper/DSL service remains with Lumen; its site does not mention AT&T. Quantum Fiber channels are kept here for lookup; for AT&T Fiber accounts use the AT&T file.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"CenturyLink publishes no retention number.","candidate_channels":["cancel-help","quantum-fiber-email"]},{"index":2,"rung":"written_complaint","note":"CenturyLink requires a written Notice of Claim before any lawsuit.","channel":{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"small_claims","note":"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."},{"index":7,"rung":"arbitration","note":"Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice.","channel":{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}}],"security":{"official_domains":["centurylink.com","centurylink.net","lumen.com","quantumfiber.com"],"never_asks":[{"kind":"policy","claim":"CenturyLink will never contact you via email or phone to get your personal information, including your Social Security number or your credit card number.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent websites and emails pose as CenturyLink and ask you to confirm account or personal details, sometimes with urgent requests for money.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-impersonation-residential","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (residential customers)","value":"+1-800-366-8201","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"},{"id":"report-impersonation-business","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (small business customers)","value":"+1-877-365-0045","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12","file":"guides/internet_tv.md","page":"https://escalate.alexgaoth.com/#/guides/internet_tv"}}