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The ultimate guide to leaving CenturyLink and returning your equipment
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CenturyLink is a Louisiana-based telecommunications company that offers internet, television, and residential phone services. If you've been using CenturyLink’s services and are thinking of switching to another provider, you can cancel or disconnect your CenturyLink service easily.
Quick Steps
- Contact CenturyLink by phone 1-800-244-1111 or via Chat.
- Let the representative know you want to cancel your service.
- Pay your outstanding balance.
- Print a free UPS return label (or request a QR code) for any leased equipment.
- Pack your leased equipment into a sturdy box.
- Return the equipment to a UPS shipment center.
Steps
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Contact customer service. You can contact CenturyLink customer service to cancel in a few different ways:
- Residential services:
- Cancel by phone: 1-800-244-1111 Mondays through Fridays, 8 AM to 6 PM. [1] X Research source
- Cancel via chat: Go to this page and click the blue Chat to Cancel button.
- Cancel via My CenturyLink: Depending on your account, you may be able to cancel CenturyLink service online. Log in to My CenturyLink and look for a Cancel Service button at the bottom of the page. [2] X Research source
- Business services:
- Cancel by phone: 1-800-603-6000 Mondays through Fridays, 8 AM to 6 PM. [3] X Research source
- Residential services:
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Inform the agent that you want to cancel or disconnect your service. The representative will ask you for your name, phone number, and account number, which is at the upper portion of your CenturyLink billing statement.Advertisement
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Pay the outstanding balance. If you have an unpaid balance, you will need to pay it before your account gets fully canceled. However, if you paid a deposit when setting up your service, your deposit will cover your final bill.
- Provide the customer service representative with any bank account or credit card information to pay your unpaid balance. Once this is done, the representative will give you a "cancellation confirmation number," which you should write down for future reference.
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Return your equipment. If you lease a modem and/or router from CenturyLink, you must return it within 30 days to avoid a $200 equipment charge. [4] X Research source Returning your equipment is free via UPS .
- Print a return label: Go to this page and click the green Get Your Return Label button. If you have a printer, print your return label . If you don't, choose Request a QR code to receive a code via email.
- Pack the equipment:
Place all CenturyLink equipment, such as your modem, router, and any cords provided, into a sturdy box. Seal the box with shipping tape and affix the label (if you printed one). If you didn't print a label, have the QR code ready when you bring the package to the UPS store.
- If you have TV service through CenturyLink, your equipment comes from DIRECTV or DISH, depending on your area. Do not pack TV equipment; this must be returned to your TV provider. Contact DIRECTV or DISH Network for instructions.
- Return to a UPS location: You can find the nearest location at https://www.ups.com/dropoff . Alternatively, if you applied a shipping label, you can hand the box to a UPS driver. [5] X Research source
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Claim your deposit. If you paid a deposit, do not have an outstanding balance, and have returned your leased equipment, you will receive a check for the deposit amount within 30-45 days of disconnecting your service. [6] X Research source
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Community Q&A
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QuestionWhat are the cancellation fees for early contract termination?Community AnswerIt probably varies depending on location. I was just told that an early termination fee on a fixed contract is $200.
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QuestionCan I cancel my Century Link account online?Community AnswerYes, you can go on chat to 'speak' with customer service, but it is tedious and slow. They are also only available during the same times the live help is available. I would recommend calling their residential number and asking to speak with Customer Retention. They are the ones who would cancel your account.
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QuestionI've had A3 month or $19 plan for 3 months and I keep getting billed for long-distance service - I do not have any long distance service and I am not going to pay it. I want my phone disconnected, what can I do?Community AnswerUse this article. Step one has Centurylink's contact info. Call them and tell them to fix the problem or you would like to cancel service.
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Tips
- Closing your CenturyLink account can take 1 to 2 billing cycles due to the timing of charges. To avoid paying more than you need to, pay your outstanding balance as soon as possible. [7] X Research sourceThanks
- Canceling CenturyLink is free, and you’ll only be charged for the unpaid balance. If you have set up AutoPay and have not yet paid for the current month's service, your normal payment will process at the end of the billing cycle. [8] X Research sourceThanks
Tips from our Readers
The advice in this section is based on the lived experiences of wikiHow readers like you. If you have a helpful tip you’d like to share on wikiHow, please submit it in the field below.
- When you try to cancel, CenturyLink customer service will do their best to try to keep you as a paying customer. If you're not interested in hearing about their special deals and discounts to keep you subscribed, stay firm and repeat that you want to cancel your service.
- Cox is a great alternative to CenturyLink. With CenturyLink, I've had serious issues paying my balance by phone, and Cox doesn't have this problem. Their customer service is also more faster and more responsive.
- Depending on the service you have, CenturyLink may ask you to pay a disconnection fee.
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References
- ↑ https://www.centurylink.com/home/help/contact.html
- ↑ https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html
- ↑ https://www.centurylink.com/small-business/support/contact-us.html
- ↑ https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html
- ↑ https://www.ups.com/dropoff
- ↑ https://www.centurylink.com/home/help/account/billing/what-to-expect-with-your-closing-bill.html
- ↑ https://www.centurylink.com/home/help/account/billing/what-to-expect-with-your-closing-bill.html
- ↑ https://www.centurylink.com/home/help/account/autopay/does-canceling-your-centurylink-service-cancel-autopay-too.html
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