CenturyLink Law Enforcement Support

FAQs For Law Enforcement Agencies

Last Updated: September 18, 2014

Welcome to the LES FAQ Page designed for Law Enforcement Agencies. Please select a FAQ below. You can also utilize your browser's Find function.

Who do I call for an Exigent circumstance?

For a Law Enforcement Agency emergency involving the danger of death or serious injury to any person, please call CenturyLink’s Law Enforcement Support team at 877-451-1980 and follow the prompts for an emergency.  Be advised that misuse of this emergency call option will not help expedite Law Enforcement Support responses and could jeopardize other emergency caller assistance. CenturyLink’s Security Response Center (SRC) will facilitate emergency only requests for CenturyLink and its subsidiaries which now include former Level 3 companies:

  • Broadwing Communications
  • ICG Communications
  • WilTel Communications Group
  • TW Telecom
  • Global Crossing Telecommunications
  • TelCove
  • Genuity
  • Xpedius

Where do I send a legal demand?

If you are a law enforcement official or government agency wishing to serve a criminal or administrative subpoena, or pen register, trap, trace, or wiretap court order on CenturyLink for records, you may do so by fax, email, or direct mail:

Fax toll free:

  • 844-254-5800

Email:

Direct Mail:

CUSTODIAN OF RECORDS
CENTURYLINK LAW ENFORCEMENT SUPPORT
RM 1D
600 NEW CENTURY PARKWAY
NEW CENTURY, KS 66031

What kinds of records are available to law enforcement?

Bill Statements

CenturyLink will only provide copies of a customer's bill statements with a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Call Trace Results (*57)

*57 can be used at any time, but will only trace the last incoming call.

A successful *57 trace means that CenturyLink captured a 10-digit phone number. Please note that there is no guarantee that the 10-digit phone number is a valid working phone number (e.g. 000-000-0000).

Unsuccessful traces indicate that CenturyLink did not capture a 10-digit phone number.

Customers are advised to contact their local Law Enforcement Agency once the call is traced. The trace results will only be released with a subpoena, court order, or other legal demand. A successful trace will include the phone number captured and if that number is serviced by CenturyLink, the name and address of the subscriber will be released. If Law Enforcement has any questions regarding this process, please call the CenturyLink Law Enforcement Support team at 877-451-1980. You may also email us. A team member will respond within 1 business day. 

For additional FAQs about the Call Trace feature, see our Customer FAQ section on threatening, obscene or verbally harassing calls.

Internet Protocol (IP) Subscriber Information

Internet Protocol information may include the name, address, associated phone number, user ID and time logs of the assigned CenturyLink customer. CenturyLink cannot process requests for IP subscriber information without being provided an exact date, time and time zone. Please note that NO information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Local Call Detail

CenturyLink customers are charged for dial tone, not per call; therefore local call detail will not appear on their bill.

Records of local calls are not maintained in the normal course of business. To attempt to retrieve local call detail, CenturyLink must perform an extensive search of raw switch data and then attempt to assemble the relevant data into a report that can be understood by the requesting party. There is no guarantee that any particular local call record will be obtained. Applicable fees may apply to any requesting party, including Law Enforcement agencies because this is data that is not maintained in the normal course of CenturyLink's business. NO information will be released without a subpoena, court order, or other legal demand specifically requesting this information.

Pay Phone Records

CenturyLink is a rebiller of payphone services. We can provide the location of a payphone without a subpoena since that is public knowledge.

CenturyLink can only provide call detail records on a payphone with a subpoena, court order, or other legal demand and only if it is on CenturyLink's network.

To attempt to retrieve call detail, CenturyLink must perform an extensive search. There is no guarantee that any particular call record will be obtained. Applicable fees may apply to any requesting party, including Law Enforcement agencies.

Payment

Payment information may include records of bank, credit card or electronic fund transfer payments. Please note that NO information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Subscriber

Subscriber, or customer, information may include customer name, physical address and billing address. Please note that NO information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Toll / Long Distance Call Detail

An itemized list of outgoing toll/long distance calls, incoming collect calls, calling cards or third party billed calls may be available on a billing statement. If a customer has an unlimited long distance plan, an itemized list may not appear on the billing statement. Prior to billing, CenturyLink may not be able to provide all information that will ultimately appear on the customer's billing statement. NO information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply.

Voice Messaging

Access to a CenturyLink customer's voice mail messages requires a search warrant or court order. CenturyLink cannot retrieve voice-mail messages once the customer deletes the message, or once the customer's service has been disconnected.

What time frames are various records available?

Generally, CenturyLink's data retention guidelines are as follows, although these guidelines are subject to multiple conditions:

  • Billing Systems data - 6 years plus current year.
  • Call Detail records - 1 year minimum.
  • Internet IP Address information - Rolling 12 months.
  • Long Distance billing records - 6 years plus current year.
  • Voice Messages - Current messages are available based on certain dependencies e.g. if account has not been disconnected, or the message has not been deleted.

What are the fees, if any, for Law Enforcement Support assistance?

CenturyLink charges fees for the collection of data simply to cover the cost of complying with court orders, subpoenas or other legal demands. Most of the fees charged do not compensate CenturyLink for the total cost of compliance. The fee schedule can be found here.

How can I find out about the status of a subpoena?

To determine the status of a subpoena, please call 877-451-1980 and follow the menu options or email us. Please be prepared to include your name, a call back number, and a CenturyLink case number if available. We will respond within 1 business day.

What are the Law Enforcement Support team's hours of operation?

CenturyLink's Law Enforcement Support team's hours of operation are Monday through Friday, 8am to 5pm Central time, excluding holidays.

Where do I report a damage incident related to CenturyLink services?

UNIcall, 866-864-2255, is the risk incident notification network for CenturyLink. UNIcall may be used by Law Enforcement, Government Agencies and Customers in the following circumstances:

  • Report damage to a customer's property.
  • Report damage caused by the public to CenturyLink's property including: phone lines, poles, cables, boxes, facilities.
  • Government agency requests to conduct a regulatory inspection of CenturyLink property.
  • Government agency requests for hazardous material emergency planning information.

Does CenturyLink track internet content?

CenturyLink uses information generated on our networks to manage, plan, and develop networks, and to ensure reliability and efficiency of those networks. For example, we monitor data to check for viruses, control spam, prevent attacks that might disable our services, ensure traffic does not violate our subscriber agreements or our acceptable use policies, and guard against other inappropriate or illegal activity. This may involve looking at the characteristics of our network traffic, such as traffic volumes, beginning and ending points of transmissions, and the types of applications being used to send traffic across our network.

In limited circumstances, we need to look into the content of the data (such as the specific websites being visited, files being transmitted, or applications being used) for the purposes described above. We may also look into the content of the data when CenturyLink is concerned about fraud or harassment, to repair a detected problem, or when we are providing the content of broadband traffic to Law Enforcement when required and authorized by law.

Most of the specific information we obtain that is attributable to a user is kept only for a matter of hours or days. We may retain data for longer if, for example, we see patterns in the traffic that give us concerns about potential harm to our network, or if we are doing a specific study on the impact of certain applications used on our networks. We also may retain logs of the total amount of data transmitted, and the date, time, and duration of access to the Internet through our services by a user, including the user's IP address at the time.

For more information, visit CenturyLink's Privacy Policy.

What is the difference between a Dynamic and a Static IP Address?

Dynamic IP Addresses change every time a user connects to the CenturyLink network. The majority of CenturyLink customers have Dynamic IP addresses. IP addresses are not specific to a certain city or state. The customer may be issued any IP address that is assigned to the switch's service area. The switch may cover multiple cities and states.

Static IP Addresses remain the same and are typically used by Large Businesses or Government Entities.

If I know the IP Address, how do I find the Internet Service Provider?

You can access the American Registry of Internet Numbers (ARIN) website to identify the Internet Service Provider of an IP address. Use the 'Search WHOISRWS' function located on the top of ARIN's home page.

ARIN is not maintained by CenturyLink. CenturyLink cannot ensure the accuracy of the results provided by ARIN.

How do I find the Service Provider for a telephone number?

Telcodata is a website that will locate the name of the Telecommunication Service Provider when provided with an area code and prefix. This site will also break down the area code and prefix on "pooled numbers" which are numbers split between several different service providers. For example, 720-287 is pooled between 4 different service providers. Telcodata will show which Service Provider handles each pooled set of numbers.

Telcodata is not maintained by CenturyLink. CenturyLink cannot ensure the accuracy of the results provided by Telcodata.

Who can I contact about identity theft or fraud related to a CenturyLink service?

The CenturyLink Fraud Management Operations Center is committed to eliminating revenue losses due to fraud through investigation, education, and policy enforcement, acting ethically and with integrity. The fraud team aggressively researches solutions to emerging fraud trends by determining the root cause and implementing preventative measures affecting process and/or policy changes.

If you are a Law Enforcement Agency in need of assistance related to CenturyLink Services, please call the CenturyLink UNICall hotline at 866-864-2255.

You can also email the fraud organization at CenturyLink.Fraud@CenturyLink.com.

Can a customer block callers?

Call blocking is a feature that may be placed on a customer's telephone number. The CenturyLink Law Enforcement Support team is not able to add features. Call blocking is not available in all areas. For assistance with the call blocking feature, or any other feature, customers must speak to a CenturyLink customer service representative for more information. Contact phone numbers can be found on CenturyLink.com.

What business names operate under former Level 3, now CenturyLink?

Former Level 3 companies, now CenturyLink, include:
 
  • Broadwing Communications
  • ICG Communications
  • WilTel Communications Group
  • TW Telecom
  • Global Crossing Telecommunications
  • TelCove
  • Genuity
  • Xpedius

How can Law Enforcement obtain information on a former Level 3 Communications Telephone Number using the Self-Service Portal?

Former Level 3’s LEA Self-Service Portal allows LEAs to obtain reseller contact information for Telephone Numbers, usually within 1 business day, without a subpoena.  The provided reseller contact information is where LEAs submit the Telephone Number subpoena or preservation request.

**Important Self-Service Portal Guidelines and Facts**

To successfully utilize the Portal, Google Chrome or Mozilla Firefox are preferred. If you are using Internet Explorer, please update your Java Script or use another browser. 

Difficulties you may encounter when using a non-recommended browser can include

  • The inability to enter text to request a code
  • Confirmation of a successful CAPCHA however no email is received
  • Passcode is never received

Please follow the instructions provided on the Portal website to request a passcode for your Level 3 Communications Telephone Number query.  Please retain this passcode to access the response!

If our website error messages ‘Your email address is not a recognized LEA Domain’ we will need to add your domain to our accepted domains table. Please email us a onetime request to have your email domain added. We will NOT accept Yahoo, Gmail, MSN, Comcast, or any other public domain as a LEA domain for security reasons.

If you do not receive your passcode, check our browser recommendations noted above. Additionally, LEA systems occasionally will not allow our emails through, as they may be tagged as spam.

After your information request has been completed you will receive an email containing a link.  Click the link, enter your passcode, and receive your results.  After this second use of the passcode, you may dispose of it.

If our website messages ‘Your request is incomplete’ your request is in queue and you should still receive a response within 48 hours.

You will need to request a passcode every time you submit a new query into the site. A single request will accommodate 15 Telephone Numbers.

If you have any questions, please email us and reference the LEA Portal.

How can I contact the Law Enforcement Support team if I still have questions?

If you have a question, please call 877-451-1980, and listen to the options presented. You will have to leave a message with your name, contact number, and reason for calling. Also include as much detailed information as possible, such as a CenturyLink case number or telephone number of interest, so we may quickly address your concerns. You may also email the CenturyLink Law Enforcement Support team at LawEnforcementSupport@CenturyLink.com. CenturyLink's Law Enforcement Support team will return your call within 1 business day.

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