FAQs: Quantum Fiber customers moving to CenturyLink Internet with or without Connected Voice

• CenturyLink will handle all billing for internet and voice services
• You will access your services via the MyCenturyLink app or online portal
• Any service modifications or inquiries will be managed by a CenturyLink representative

In October, CenturyLink, a related brand to Quantum Fiber, will become your service provider for internet and Connected Voice (if applicable). This means that you will begin to be billed by and pay CenturyLink for your services, rather than Quantum Fiber. If you need to review your account or make changes to your service, you will use the MyCenturyLink app, online portal or contact CenturyLink.

Your monthly service rate for Connected Voice service, including any applicable discounts, will remain the same. You will keep your current phone number as well as the same plan and features you have today. This includes things like calling features, international calling minutes and e911. You will continue to use the same Connected Voice equipment to connect to your service and pay the same monthly service rate you do today. Like your Quantum Fiber service today, CenturyLink Connected Voice and 911 calling will not work during a power outage unless you have an active battery backup unit. A battery backup unit is not included with the service, but we can help you get one. For 911 calling with CenturyLink Connected Voice, like your Quantum Fiber service, you must provide CenturyLink with your physical service location and keep that service location updated. Overall, you can expect a similar experience as a CenturyLink Connected Voice customer as you have today.

CenturyLink and Quantum Fiber are two separate brands but are both part of the Lumen Technologies family. CenturyLink focuses on reliable voice and internet services in certain parts of our footprint, while Quantum Fiber is a premium provider of fiber-optic internet service in other areas.

You will not be required to fill out a form or sign any documents. Your continued use of your internet and Connected Voice service (if applicable) indicates your acceptance of the CenturyLink service agreement.

CenturyLink is committed to providing reliable internet and voice service, and we’d hate to see you go, but you can cancel at any time. You are not locked into an annual contract and there are no penalties or termination fees for cancelling.

That’s a great question. CenturyLink, who has a long-standing history of delivering quality internet and voice service, will become the provider for all our customers’ needs in certain areas of our footprint.

No. If you are enrolled in a Quantum Fiber Price for Life plan for your internet service, the price protection it provides for your monthly internet service rate will remain unchanged by this transition. If you cancel or make changes to your internet service, you’ll lose any existing plans, offers, pricing, promotions, discounts, or credits related to that service, including price protection for your internet monthly service rate. It's also important to remember that Price For Life protection does not apply to Connected Voice service with Quantum Fiber or CenturyLink.

Like your Quantum Fiber service today, CenturyLink Connected Voice, and 911 calling will not work during a power outage unless you have an active battery backup unit. A battery backup unit is not included with the service, but we can help you obtain one. 911 calling works the same way it did with your Quantum Fiber service. Like with Quantum Fiber, you must provide CenturyLink with your physical service location and keep that service location updated.

Beginning in October, CenturyLink will bill and process payments for your internet and Connected Voice service (if applicable). Depending on your current billing cycle you may receive your first CenturyLink statement in October or November. Your payment reminder email from CenturyLink may arrive a few days earlier than those from Quantum Fiber.

After your Quantum Fiber service has been moved to CenturyLink you can make changes to your current payment method. To make a change, you can make updates by signing in to your online account management portal or the MyCenturyLink app.

No, your payment will continue to be withdrawn on the same day as it is today.

During the transition period, changes to your payment method will not be possible. After your service has been moved to CenturyLink, you will have the ability to update your service and account information.

No action is required on your part, but we do encourage you to review your account to make sure your phone number, current mailing and email addresses are correct as well as your current payment method.