At CenturyLink, we’re dedicated to helping you transform the future of your digital business. Our secure and reliable network connects you worldwide whenever and virtually wherever you need it, and we have a relentless commitment to improving your experience with us.
Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, clear communication. To help meet that commitment, we developed this Customer Handbook to guide you through our support structure, no matter what solution we deliver.
Our goal is to be easy to do business with. While we work to integrate our points of contact for all our customers, we have temporarily broken out key information by legacy company throughout the handbook for additional clarity.
Please use the information based on the legacy company with which your service originates.
This customer handbook offers a quick-reference guide to:
We have helped many organizations, like yours, that are constantly seeking to understand and leverage new digital technologies to stay competitive, improve the user experience and/or drive disruption in your industry while controlling costs. Customer core business challenges and objectives drive digital transformation efforts—or the adoption of these new technologies. Organizations must implement agile IT environments that are simple, secure, scalable, and high-performance, to meet rapidly changing business demands.
As your strategic partner for empowering your technologies to help achieve your business objectives and drive digital transformation efforts, we are here to help—whether to improve efficiencies, enhance agility, improve security and mitigate risk, or enable a differentiated customer experience. Helping organizations to implement agile IT environments that are simple, secure, scalable, and high-performance, to meet rapidly changing business demands is in our DNA. Our experts are always here to help you understand your opportunities and solution the right components and systems to help you compete stronger.
Our expertise and experience spans business connectivity, infrastructure, data science, and security integrated within our comprehensive portfolio of Networking, Hybrid IT and Cloud, Voice and Unified Communications, Managed and IT Services and Security delivering agile, simplified end-to-end solutions to help you achieve your business and technology objectives of today and into the future.
Organizations around the world trust CenturyLink with the reliability of their networking and hybrid cloud solutions to help enable workforces to compete stronger and drive better results. As your strategic partner empowering your technology for achieving your digital business goals, CenturyLink understands that the confluence of business agility, efficiency and security relies on the strength of your foundational infrastructure.
Our certified Consulting and Managed Services expertise combined with our global portfolio of Adaptive Networking, Hybrid Cloud, Voice & Unified Communications and Security offerings, allow us to deliver comprehensive and inherently secure solutions for full-scale agility, efficiency and simplified management.
Whether you’re looking to simplify your IT environment, reduce risk, drive faster innovation or differentiate your customer experience, our experts will help you understand your opportunities and solution the right environment and systems to help you compete stronger today and into the future.
Every business is unique and creating the right networking ecosystem to accomplish your organization’s user experience, resiliency and security objectives is paramount. CenturyLink adaptive networking solutions are inherently secure and high-performing for powering your voice, video and data applications. We deliver both public and private connectivity options via fiber or the public cloud, to help ensure reliable and secure access whenever and virtually wherever you need.
We can help you remove business risk by offering managed and co-managed solutions that provide the tools, technology and expertise needed for design, deployment, configuration, management, service migration, vendor management and technical support across the entire WAN solution, while you maintain agility via full visibility and control.
The efficiency and agility gains of cloud computing have redefined what digital transformation really means. As your trusted advisor with design, implementation and support expertise, CenturyLink can help you drive your transformation. With expansive connections to premier cloud service providers worldwide, and multi-cloud management tools and services, our hybrid cloud solutions give you both choice and control to drive improved governance, simplify your environment and efficiently expand for driving new market innovation.
Today’s most effective businesses implement purpose-built approaches for effective collaboration among employees, partners and end-customers. CenturyLink collaboration experts can help you design, implement and support solutions for driving more efficient and secure communication and collaboration solutions throughout your organization. From application uptime and accessibility for your global workforce, to TDM to VoIP, and a full suite of collaboration tools and API capabilities, CenturyLink can help you lower costs and increase productivity.
As the cyber threat landscape continues to advance, you can’t afford to have a false sense of security. To help ensure the security and resiliency of your environment and data, CenturyLink delivers a holistic approach to its adaptive security solutions, one that is integrated throughout your business’ network connectivity, hosting infrastructure, applications and end-point devices. Our multi-layered approach to assess, predict, protect and respond to threats, combined with the comprehensive view we provide across your IT landscape allows for proactive risk mitigation of your end-to-end ecosystem.
Whether by driving efficiencies, supporting new innovations or by protecting existing assets, IT organizations are required to contribute to the business’ bottom line objectives. With CenturyLink as your trusted advisor—delivering comprehensive managed services and consulting expertise—your IT organization can rapidly evolve to support the business. Our certified network and hybrid hosting experts can help you design and manage your environment more efficiently, and our accredited data science experts can help you cultivate a data-driven culture throughout your organization for enabling smarter decision-making and improved innovation that drives increased ROI.
Across every step of service setup and delivery, we want you to access the most knowledgeable resources. We will assign you an account director or relationship manager, as well as other support resources to help ensure we deliver a great customer experience.
Your account director or relationship manager will provide you with information about CenturyLink services and will serve as your overall point of contact for CenturyLink sales. They are responsible for gathering and confirming your specifications and requirements—elements necessary to submit an order. They will also work with you to execute all quotes and orders for new and additional CenturyLink services, as well as assist you through the credit application process.
Your client support manager is responsible for your lifecycle management needs, including your first bill review and any billing concerns, point of contact for issues and escalating trouble tickets as needed, regular business reviews of your account and general account maintenance.
Your sales engineer will work with you to identify technical options and define technical requirements for implementing your services. The sales engineer is responsible for understanding your existing network, key locations and potential needs. With technical knowledge and information about CenturyLink services, your sales engineer manages the engineering portion of your service quote as well as the inventory and capacity process for your new order.
Your CCM will ensure your experience with CenturyLink is a very positive one. The name, phone number and email address of your CCM appears on your order acknowledgement letter. Your CCM can help you with any inquiries you may have regarding your order, keep you informed of the status every step of the way from a holistic viewpoint, and will act as an advocate on your behalf. They are your contact throughout the lifecycle of your order and will manage your order from order submittal to customer acceptance, and they will communicate with you at key milestones and updates. If you have questions about your order, feel free to reach out to your CCM.
|Customer portal login||Control Center|
|Customer portal support||Enterprise:
877-726-6875, option 1 or email@example.com
866-434-2555 or firstname.lastname@example.org
|Repair and planned network maintenance||Support numbers|
|Sales / new products and services||800-871-9244|
800-860-1020 or email@example.com
800-335-5672 or firstname.lastname@example.org
|Customer portal login||MyLevel3 portal|
|Customer portal support||877-453-8353, option 2|
|Customer care center||877-453-8353, option 2|
|Repair and planned network maintenance||Support numbers|
|Sales / new products and services||Account director or sales engineer:
877-453-8353, option 4
|Billing services||877-453-8353, option 2 or email@example.com|
CenturyLink understands the service delivery process can be complicated. We are committed to making it easy for you by communicating with you every step of the way and giving you the visibility, you need to manage your orders. What you can expect during the service delivery process:
Your customer care manager will monitor your order to ensure progress is being made toward the delivery of your service, assist you with any questions on your order, keep you informed of the status and act as an advocate on your behalf.
You can also check your order status and track order progress at any time using our customer portals.
|CenturyLink||Former Level 3|
|Enterprise & National Wholesale:
Contact your customer care manager for any additional questions or for information on standard implementation intervals, order modification charges, and expedite fees.
CenturyLink is dedicated to providing you with 24/7 support for all your installed services. We embrace a strong operational philosophy that is customer-focused and highly responsive. Strict performance metrics drive our internal organizations to deliver quality service to you on a consistent basis. In the event an issue arises with your service, CenturyLink will rapidly and work quickly to resolve any issues. We know time is critical when you are experiencing an outage or service impairment and we focus our technical expertise on restoring service as quickly as possible while keeping you informed of progress, so you can focus on managing your business.
Once your CenturyLink service has been installed, a technician will be your point of contact for service-related issues. Our technicians are trained to quickly address technical issues and will provide start-to-finish accountability. Your technician may initiate several tests and processes to determine the root cause of the issue and will either resolve the issue or collaborate with internal or external fix agents such as CenturyLink field technicians, other internal technicians or external vendors, to resolve the issue.
CenturyLink makes it easy for you to interact with Repair when you need them. You can reach a technician anytime, 24/7. The link below is your one-stop shop for all your repair needs:
You can also submit a ticket online through our customer portals. You will receive a ticket number to track progress.
CenturyLink performs scheduled maintenance to maintain and grow the network. Scheduled maintenance is planned with as little customer impact and as much advanced notice as possible. We are committed to using standardized methods and procedures for efficient and prompt handling of all changes to minimize the adverse impact of change-related incidents upon service quality.
CenturyLink sends customers email notifications with:
CenturyLink uses a global change request (GCR) network maintenance number as the unique ID for network maintenance. For questions regarding a GCR, contact our Change Management team:
CenturyLink will provide you a monthly invoice for all installed services. Always review your invoice to ensure its accuracy. If you have questions, we are here to help. Open a billing support ticket for any inquiries, disputes, balance and payment information related to services on your CenturyLink bill.
A billing coordinator will address all billing-related issues. They can provide an overview of billing capabilities in our portals and coordinate more advanced training as needed.
You can open a billing support ticket by:
Our live billing support is available from 7:00 am – 7:00 pm CT; National Wholesale from 8:00 am – 5:00 pm CT.
E-mails will be acknowledged within 48 business hours.
If you don't have portal access, contact your CenturyLink account representative to register. For additional portal assistance, contact our portal support teams:
|CenturyLink||Former Level 3|
|Control Center Help Desk:
Phone: 877-726-6875, option 1
|Portal Support Center:
Phone: 877-453-8353, option 2
|National Wholesale Customer Care:
Phone: 866-434-2555 (303-797-0208)
|Portal Support Center:
Phone: 877-453-8353, option 2
If your bill only includes a partial month, charges will be prorated based on the beginning or ending service dates of the services.
We’re committed to making it easy to do business with us and now CenturyLink can help you go paperless. Each month, you’ll get a bill-ready email with a link to view your bill details or pay your bill online. When you sign up, you’ll receive your invoice sooner, reduce the time you spend with paper invoices and help the environment.
New accounts are automatically set up with paperless billing unless otherwise requested. Action is required the first time you log in to Control Center to ensure you receive notifications when your invoice is ready to view.
From the home page, click Go Green (under Quick Links) to enroll in paperless billing.
Our web-based customer portals are available free of charge and give you access to critical business information anytime, day or night. They provide an easy, flexible way to view invoices, submit trouble tickets, check the status of an order and more. Click this link for a short overview of Control Center.
While we work to integrate our portals, we have split our support information by legacy company for clarity. Please use the information based on the legacy company with which your service originates.
Single sign-on (SSO) is available between CenturyLink® Control Center and the MyLevel3 portal which allows you to transfer between the two portals with a single click. Simply login to either portal and click the link to the other portal in the upper-right corner of the page. You’ll be prompted to enter your password for the destination portal initially but, thereafter, can toggle between the two portals seamlessly.
Contact your CenturyLink account representative. For additional help, contact our portal support teams:
|CenturyLink||Former Level 3|
Control Center Portal Support
MyLevel3 Portal Support
|Enterprise, National Wholesale:
Login: Control Center
firstname.lastname@example.org (National Wholesale)
800-291-7707 (National Wholesale)
Control Center Help (Enterprise)
Control Center Help (Wholesale)
|North America support:
Phone: 877-453-8353 (720-888-0030), option 2
|European support: PortalAccess@centurylink.com|
|Latin America, Asia and Australia support: PortalAccess@centurylink.com|
Use the “Walk Me Through” feature in Control Center at the bottom of every page for step-by-step navigation guidance. There is also an extensive library of online help articles to address additional questions you may have:
Remembering all the new terms you've been introduced to can be daunting. Below is a list to help you keep track.
|BTN||Billing Telephone Number – Number associated to your billing.|
|CCD||Customer Commit Date – The date that CenturyLink expects to deliver service to you.|
|CNR||Customer Not Ready – Status assigned by CenturyLink when you do not respond or are unable to test; can also be applied when submitting a DLR after the required deadline.|
|CPA||Customer Provided Access – Termination at the customer’s premises.|
|CRD||Customer Requested Due Date|
|DLR||Design Layout Report or Record– The detailed design path of a completed circuit including all equipment and network components from one end of the circuit to another|
|GCR||Global Change Request – Network maintenance events schedule by CenturyLink with notification provided to customers who may be affected.|
|ICB||Individual Case Basis – A determination upon analysis of your specific type of service and requirements.|
|LEC||Local Exchange Carrier – Verizon, BT, AT&T.|
|LNP||Local Number Portability – A CenturyLink group that manages the transfer of your local phone numbers.|
|MRC||Monthly Recurring Charges – Charges that are billed every month on your account.|
|MSA||Master Service Agreement – A contract that documents the terms and conditions applicable to your services.|
|MTTR||Mean Time to Restoration – A standard measurement for service restoration.|
|NID||Network Interface Device|
|NOC||Network Operation Center|
|NRC||Non-Recurring Charges – A one-time charge on your account (i.e. activation fee).|
|NSA||Non-Service Affecting – Any scheduled maintenance that will not impact your service.|
|Off-Net||Off-Network – Connection to a third-party provider to reach CenturyLink’s network.|
|On-Net||On-Network – Connected directly to the CenturyLink network.|
|PSA||Potentially Service Affecting – Any scheduled maintenance activity that has a potential of impacting your service even if no impact is expected.|
|SA||Service Affecting – Any scheduled maintenance activity that will directly impact your service.|
|SE||Sales Engineer – Your point of contact for network design strategy and technical service guidance and information.|
|TAE||Technical Assurance Engineers – Your contact for gathering technical details for your service order.|
|TDM||Time Division Multiplexer – A device which derives multiple channels on a single transmission facility by connecting bit streams one at a time at regular intervals.|
|Country||Toll-Free Number||Local Number|
|Argentina||0800 800 5853||+54 11 5170 5383|
|Barbados||1 800 467 7288|
|Bolivia||0800 800 5383|
|Brazil||0800 887 3333||+55 11 3957 2288|
|Caribbean||1 800 467 7288|
|Chile||800 360 303||+56 22 422 5803|
|Colombia||01 8000 117997||+57(1) 611 9013|
|Dominican Republic||1 800 467 7288|
|Ecuador||1 800 400 408||+593 2 400 5080|
|El Salvador||1 800 467 7288|
|Guatemala||1 800 467 7288|
|Honduras||1 800 467 7288|
|Jamaica||1 800 467 7288|
|Mexico||1 800 248 3773|
|Nicaragua||1 800 467 7288|
|Paraguay||0800 800 5383|
|Peru||0800 7 0662||+51 1 705 5777|
|Puerto Rico||1 800 467 7288|
|Uruguay||0800 800 5383|
|USA, Mexico, Panama, Costa Rica||1 800 467 7288||Data/Voice/CDN: +1-305-808-6010
Network Management / Managed Voice/ Managed Video / Enhanced Video Collaboration: Mexico local support: +52 55 2581 6333
Vyvx-Local support Mexico: +52 55 2581 6333
Local support USA: +55 11 3957 2288, option 4
|Venezuela||0800 285 8300||+58 212 204 9378 or +58 212 600 9800|
If you’re not certain whom to call, follow these simple international direct calling instructions:
|Step 1||Locate the country you are calling from the list below.|
|Step 2||Dial the local number listed for that country.|
|Step 3||Wait for prompt (if applicable).|
|Step 4||Dial the number in the “Access Code” column below (or provide this number to the operator). Select the option that best meets your needs from those provided or explain your issue to the technician.|
|Country||Local Number||Access Code (if prompted)|
|Australia||18 0008 4284||888 662 4685|
|Cambodia||1 800 881 001||888 662 4685|
|China, PRC - Northern region, Beijing and vicinity||1 080 0714 1957||888 662 4685|
|China, PRC - Southern region, Shanghai and vicinity||1 080 0140 1986||888 662 4685|
|Hong Kong||80 096 2486||888 662 4685|
|India||000 117||888 662 4685+58 212|
|Indonesia||00 1803 0160 980||888 662 4685|
|Japan (KDDI)||00 539 111||888 662 4685|
|Japan (Softbank Telecom)||00 665-5111 or
00 441 1111
|888 662 4685|
|Korea||00 7981 4203 0980||888 662 4685|
|Malaysia||18 0081 7472||888 662 4685|
|New Zealand||08 0045 1236||888 662 4685|
|Pakistan||00 800 01001||888 662 4685|
|Philippines||1 800 1110 1861||888 662 4685|
|Singapore||800 101 3231||888 662 4685|
|Sri Lanka||2 430 430
(Outside Colombo: 112 430 430)
|888 662 4685|
|Taiwan||00 8011 275 53||888 662 4685|
|Thailand||00 1 800 156 203 0756||888 662 4685|
|Vietnam||1 201 0288||888 2 4685|
|EMEA Service Desk||+44 (0) 800 528 3848 (UK Toll Free)
+44 (0) 1270 727 126 (UK Geographic)
+800 533 63273 (Intl Toll Free)
|Data Center aite access (Colocation)||Customer portal
+44 (0) 207 904 4998
|General inquiries||+ 44 (0) 845 000 1000|
For customers who are currently under DDoS attack, or who believe they are under imminent attack, CenturyLink offers a direct line to our Global Security Operations Centers. New security customers should contact their account director.
|Global SOC (24/7 Security Operations Center)|
|877-453-8353, option 1, then 2, then 4, then 1, then 2|
|UK Toll Free||Germany Toll Free|
|+44 (0) 800 528 8353 (option 1, then 2, then 4, then 1, then 2)||+49 800 723 8963 (option 1, then 2, then 4, then 1, then 2)|