Consumer Disclosure for Your High Speed Internet (or Fixed Broadband) Service Plan and Speed Tier
Your full monthly service charge is identified at purchase via your sales confirmation materials. These materials also indicate whether your rate is a promotional rate and, if so, the duration of any promotional period. After the expiration of a promotional period, your monthly service charge will be the then-applicable standard pricing for your service. While subject to change, click here for the current post-promotion rate for your speed tier and other details about CenturyLink's pricing policies.
CenturyLink's full commercial terms disclosure and other pricing options including promotions and options when bundled with other services such as IP video services are also available for customers to view.
The CenturyLink Excessive Use Policy (EUP) uses a 1.0 terabyte (TB) monthly data usage limit. This limit applies to all uploaded and downloaded data for all residential CenturyLink High Speed Internet (HSI) customers except for those excluded below. Of the millions of CenturyLink HSI customers, very small fractions exceed the data usage limit provided with their monthly HSI plan.
CenturyLink does not currently charge customers a fee for excessive data usage. CenturyLink will weigh variables such as network health, congestion, and the availability of customer usage data as factors when enforcing this policy. Customers who have exceeded their monthly data usage limit and are subject to EUP enforcement will be notified by CenturyLink via web notification and/or written communication.
Customers who are subject to EUP enforcement are given options to reduce their usage, subscribe to a higher-speed residential HSI plan, or migrate to an alternate business-class HSI service. Our EUP is application neutral; it only considers the total usage (bytes transferred) over a defined period of time independent of protocols, applications, or the content that is generating the excessive usage.
Customers who repeatedly exceed the EUP usage limit, and interfere with other customers' use of HSI service, are subject to the CenturyLink HSI terms of service.
Charges for activation, professional installation, and shipping and handling charges may apply at purchase. These are also identified at point of sale.
Early termination fees (calculated by multiplying the number of months remaining on a contract times the promotional monthly rate, up to a maximum of $200) are imposed if you cancel your service before the end date of a contract.
A one-time deposit of up to $110 may be required.
Varies by location.
During most periods, customers can generally expect average speeds at or above 95% of the advertised "up to" speed and many can generally expect speeds above that level. Less than 20 percent of customers can expect average speeds below 80% of the advertised "up to" speed. In rare cases, average speed may be significantly less than this level.
Latency between 50 and 150 milliseconds roundtrip is expected for most internet sites.
Packet loss level is well below 1% and unlikely to significantly affect a customer's experience.
To contact us, send an email to Regulatory.Compliance@CenturyLink.com. Please state “Internet Management Disclosure” in the subject line and include your name (optional), High-Speed Internet Service address, and a brief summary of the nature of your concern.
To submit complaints to the FCC you can visit online or call 888-225-5322.