CenturyLink to Brightspeed: Frequently Asked Questions
We recently announced the close of the sale of our ILEC (incumbent local exchange carrier) business in 20 states to Brightspeed. If you are a Brightspeed customer with questions, you can now contact the Brightspeed customer support team directly at 833-MYBRSPD (833-692-7773) or visit their support center at www.brightspeed.com/help.
Answers to questions about your customer experience
As of October 3, 2022, Brightspeed took over CenturyLink’s telephone and internet business in 20 states. We’re here to help you through the transition. Below are answers to our most frequently asked questions.
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If the change affects you, we will inform you before it happens.
This transition started on October 3, 2022.
No, the transfer will not cause a service interruption. We are working with Brightspeed to make sure this transition is as smooth as possible for you.
No, the transfer will not require any change to your modem/router or other equipment.
No, you will keep the same phone number.
If you have an email address on file with us, Brightspeed will send you an email to introduce themselves. Please add email@example.com to your approved senders list to keep those emails from going to your spam or junk folders.
If you want to keep your current service, no action is needed. Your rates and the terms and conditions of your current service will be the same.
The transfer occurred across entire states and regions, so it isn't possible for individual households or addresses to opt out.
You do have the right to choose a different provider for your telecommunications services. If you switch to a different provider, you may pay a transfer fee to that provider, and you will pay that provider’s rates.
Note that if you placed a freeze on your CenturyLink service to prevent unauthorized transfer to another carrier, it was automatically lifted to allow for the transfer from CenturyLink to Brightspeed. You can contact Brightspeed to place a new freeze on your service now that the transition is complete.
Receiving and paying your bill
No, your account number will remain the same.
No, you will continue to receive your bill the same way you did with CenturyLink, whether you have paperless billing or get your bills by mail.
No, you will continue to pay your bill on the same date.
Your rates will not change because of this transfer. Going forward following the transfer, pricing for your services will be determined by Brightspeed.
You will notice the Brightspeed logo and company information on your bills starting on October 3. CenturyLink’s logo and information will no longer be included. The rest of your bill sections and details will remain the same.
When you sign in to your Brightspeed account, you will be able to view your payment history going back one year. Your past statements will still say CenturyLink, and those after October 3 will say Brightspeed.
Yes, effective October 3, the mailing address to pay your Brightspeed bill by mail is:
P.O. Box 6102
Carol Stream, IL 60197-6102
Your bill from Brightspeed will include this address, and you will also be able to find it on the Brightspeed website.
Yes, you need to update this information. If you have used your bank’s bill pay option (Zelle, Pop Money, or others) to pay your CenturyLink bill, you need to sign in to the bank’s website and enter the Brightspeed billing information shown below to make sure your bills are paid correctly.
Company name (payee): Brightspeed
P.O. Box 6102
Carol Stream, IL 60197
Starting in October, your bill from Brightspeed will include the information for payment, and you will also be able to find it on the Brightspeed website.
Note: Some customers see an error message when they try to update bill payment services with their bank. If you have issues, try first deleting the old bill payment information for CenturyLink, and then create a new one for Brightspeed.
No, you don't need to re-enter that information. Your AutoPay and payment details saved in My CenturyLink will be securely transferred with your account to Brightspeed.
No, your AutoPay payment date will not change.
You do not have to pay an additional deposit. If you paid a service deposit when you ordered CenturyLink service, it will follow with your account number.
You don’t need to do anything. Your payment plan will be securely transferred to Brightspeed and will remain on the same timeline.
The collection process with Brightspeed will remain the same as it is today with CenturyLink.
No, bill due dates and late fees will remain the same.
No. Your existing products, services, rates, terms and conditions remain the same.
Account and support access
Please contact the Brightspeed customer support team at 833-MYBRSPD (833-692-7773) or visit the Brightspeed Support Center at www.brightspeed.com/help.
For several weeks following the transfer, your username and password stay the same. You can continue to sign in to the CenturyLink online portal and app.
Brightspeed will contact you with important information about where, when and how you can sign in to your new Brightspeed account. They will inform you of any future changes to your sign-in details.
You will keep using My CenturyLink (online and the app) until you receive a notification from Brightspeed that you can sign in to their portal.
Watch for emails from Brightspeed with important information about where, when, and how you can sign in to your new account.
For the first several weeks, you’ll continue to use the CenturyLink app. Brightspeed will let you know when their app is ready to download and install.
Services and special situations
No, your products and services will remain the same.
You will not need to re-enroll in ACP. You will continue to get the same service over the same network, but you will get your bills from Brightspeed (not CenturyLink) after the transfer.
You will not need to re-enroll in Lifeline or state assistance program. You will continue to get the same service over the same network, but you will get your bills from Brightspeed (not CenturyLink) after the transfer.
When you want to resume your service, you will need to contact Brightspeed to select a current offer.
Yes, you can still access your voicemail in the same way.
Yes, you will continue to access your email account through the centurylink.net website. For email support, visit the new email help site. You can search or browse, chat or submit a form to request personalized support.
Your CenturyLink add-on services will be the same after the transfer to Brightspeed. In a few cases, add-on services provided by partner companies may be impacted. If that is the case, you will receive a separate notice. Examples may include business applications like Microsoft 360, Cloud Fax, and more.
No. Your products and services will be the same after the transfer to Brightspeed.
If you placed a freeze on your CenturyLink service to prevent unauthorized transfer to another carrier, it was automatically lifted to allow the transfer from CenturyLink to Brightspeed. You can contact Brightspeed to place a new freeze on your service now that the transition is complete.
Managing multiple accounts
Information for customers who recently received new CenturyLink account numbers
Some customers who purchase services from CenturyLink in multiple states may receive two bills instead of one. The separate bills are an important step we are taking to make sure your service stays connected.
No. This is not a mistake, and we aren’t charging you twice. This is an important update needed to enable the continuation of your services.
No, you do not need to create a new login for your account. You can log in with the same information you always use to access your account.
About Brightspeed and the transaction
Brightspeed is a dynamic new company led by industry veterans committed to enhancing the service experience for new and existing customers, and to creating a next-generation telecom and connectivity business. Brightspeed currently plans to invest at least $2 billion to build a network that will bring faster, more reliable Internet and Wi-Fi to communities throughout the Midwest, Southeast, and certain parts of Pennsylvania and New Jersey. As of closing, Brightspeed is comprised of the incumbent local exchange carrier (ILEC) assets and associated former operations of Lumen Technologies (CenturyLink’s parent company) across 20 states.
Lumen (CenturyLink’s parent company) sold parts of our business in 20 Midwest and Southeast states, as follows:
This sale includes local fiber internet and copper DSL networks, broadband residential and business internet accounts, fiber- and copper-fed buildings, and central offices. Lumen retains national fiber routes on most networks in these 20 states, which allows us to focus on strengthening our fiber internet network. Lumen and Brightspeed will have very little overlap in terms of the customers we serve.
The transaction closed on October 3, 2022, following required approvals in the U.S. For more details on the transaction, visit our transaction FAQ page.
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