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FAQs about upcoming account and bill changes
We will soon implement an updated billing system and will keep you informed of all the changes that may impact your account. These enhancements will allow us to better serve you in the future, and the changes will have minimal impact to your monthly bill.
General questions about the change
When will my account change?
Your account changes will occur sometime in the next three months. When your account changes are complete, we’ll send you another notification with your updated account information, including your new account number.
How will I be notified of my account changes?
Your future communications will be sent in the same way we sent your initial notification.
If you received your first notification by email, you’ll receive your next communication via email.
If you received your first notification by postal mail, you’ll receive your next communication via postal mail.
Will I experience any interruption to my internet and/or phone service?
No, the updated billing system implementation will not cause any interruption to your services.
Billing and payment questions about the change
Will my account number change?
Yes! And soon we will send you a notification with your new account number, which can be found in several places:
The upper-right-hand corner of your monthly bill
By logging into the My CenturyLink account website
By logging into the My CenturyLink app
Will I need to update the bill pay details with my bank?
Yes, you will need to update your information with your financial institutions if you use their bill pay option to pay your CenturyLink bill. Some customers log into their bank account and then pay their bills using the bank’s bill payment service (e.g. Zelle, Pop Money). If you use this type of bill payment service through your bank, you will need to update your account number when you pay the next CenturyLink bill. For many bill payment services, you will also need to update CenturyLink's name and address. Please ensure you have the company name entered as "CenturyLink" and change the biller address to:
PO Box 2961
Note: Some customers see error messages when they try to update their bill payment services. If you are unsuccessful when attempting to update this information, we recommend you delete the old bill payment with CenturyLink and create a new one.
Will I need to update my account number if I am enrolled in CenturyLink AutoPay?
No action is necessary. We will automatically update our billing system with your new account number.
Please note: This will only be handled automatically if your AutoPay is set up through CenturyLink. If your monthly automatic payments are set up through your bank's bill payment service, you will need to update your account information with that service (see the question above).
Will my bill due date change?
Monthly bill due dates can occasionally change based on a number of factors. Please be sure to confirm your due date on your next billing statement so you can plan accordingly.
You can find your bill due date in several places:
Account Summary section of your monthly bill
My CenturyLink account website
My CenturyLink app
Will my AutoPay payment date change?
Yes, your AutoPay payment date will change. Your AutoPay payment will now occur on the due date noted on your bill. Your due date can be found:
In the Account Summary section of your monthly bill
By logging into your My CenturyLink account
By logging into the My CenturyLink app
Will my bill format change?
Your bill format will be very similar to what you are accustomed to seeing. The billed amounts will not change, but some items will have new names or new locations on the bill. Here is a page-by-page review of what will change on your bill.
Most of the first page of your bill remains the same. You will see a Summary section and a Services section. There are only two small formatting changes.
Your account number is in the same place — in the upper-right-hand corner of your bill — but it will change from 13 digits to only 9 digits.
In the Services section, your monthly pricing may be presented in two-three line items (instead of just one item like you see on your current bill) with a "total" at the bottom. This additional detail related to your monthly pricing does not change or affect your monthly rate.
The second page has only minor changes to wording and presentation.
Page 3to the end of the bill
You will notice the most differences on these pages.
On your current bill, specific information is noted in the Summary of Your New Charges section, and then repeated in the Details of Your Internet Charges section farther down the page. This often causes confusion, because the same charges are repeated twice.
On your new bill, the Summary of Your New Charges section goes away, and you will only see your charges in the Details section.
On your current bill, customers who have a promotional discount see a Your Savings This Month section. That promotional discount is then repeated in the Details of Your Internet Charges section.
On your new bill, the Your Savings This Month section goes away, and you will only see your discounts and savings in the Details section.
On your current bill, your billing details are in the Details of Your Internet Charges section.
On your new bill that section is named Details of Your CenturyLink Packages Services. It is the same information; It is just a new name of the section where it is located.
If you lease a modem through CenturyLink, those monthly lease charges will appear in a different section of your bill.
On your current bill, the monthly lease charges are within the Details of Your Internet Charges section.
On your new bill, the monthly lease charges will appear in the Additional Charges and Credits section.
Taxes, fees and surcharges will appear in a different section of the bill.
On your current bill, these charges are within the Details of Your Internet Charges section.
On your new bill, these charges will appear in their own section, titled Details of your Taxes, Fees and Surcharges.
Will my bill delivery method change?
No. If you receive a paper bill in the mail today, you will continue to do so. If you receive a paperless bill via email today, you will continue to receive a paperless bill.
Will my pricing and current promotions change?
No, your current service and any related promotions, along with your current monthly recurring charges, will not change unless you initiate a change to your service.
What happens to my saved payment methods if I have more than one account in My CenturyLink?
Many customers manage more than one account via their My CenturyLink profile (i.e. multiple accounts appear in the drop down menu in the upper right hand corner of your profile). This could happen if you have multiple homes, manage a parent’s account, etc.
If you are managing multiple accounts in your My CenturyLink, there is one unique change that could occur with your saved payment methods. Right now, you may be able to use the same “saved wallet” (or saved payment method) for all of your accounts. However, this may change once your accounts migrate to the new billing system. If your accounts are billed through different systems, you will need to manage your saved payment methods for each account individually.
How will you know if your accounts have different billing systems? You will know by the account numbers.
If they all have a 13-digit account number (e.g. 999-999-9999 999), your accounts are on the same billing system and can use the same saved payment methods.
If they all have a 9-digit account number (e.g. 999999999), or if some of your accounts have a 13-digit account number and others have a 9-digit account number, your accounts cannot use the same saved payment method.
In those cases, you will need to manage your saved wallet for each account individually within the “Billing Preferences” section of the My Bill or My Settings page of My CenturyLink.
Will my My CenturyLink login information change?
No, your username and password will remain the same.
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