Quick Summary
- Best for most people: Call 800-244-1111 (Mon-Fri 8AM-6PM CT) or check for online cancellation option
- Early termination fee: $200 for 2-year contracts, $300 for 3-year contracts (flat fee, not prorated)
- Equipment return deadline: 30 days after cancellation to avoid fees
- Equipment return fees: Up to $200 for unreturned modems/routers
Before You Cancel: Consider These Alternatives
Pause/Suspend Service
CenturyLink offers vacation holds to pause your home phone and/or internet services at a reduced rate. This allows you to keep your phone number, modem, and CenturyLink email address while you’re away. Contact customer service to set up a temporary suspension.
Reduce Your Bill/Downgrade
Contact CenturyLink retention specialists to explore package downgrades or promotional pricing. You can reduce internet speeds, remove phone service, or negotiate discounted rates. Many customers save significantly by downgrading rather than canceling entirely.
Transfer Service (for moves)
If you’re moving within CenturyLink’s service area, you can transfer your service to your new address without early termination fees. This also helps you avoid installation costs and new equipment rentals at your new home.
Negotiate Retention Offers
CenturyLink customer service representatives will offer discounts, bundled deals, or promotional pricing when you call to cancel. These retention offers can provide substantial savings, especially for customers frustrated with pricing increases.
How to Cancel Your CenturyLink Account
Phone (Primary Method)
Phone: 800-244-1111
Hours: Monday-Friday, 8AM-6PM CT
Before you call:
- Have your account number and billing information ready
- Review your contract to understand early termination fees
- Know your service address and phone number associated with the account
- Prepare your reason for canceling (retention department will ask)
What to expect:
- Call 800-244-1111 and navigate through the automated menu
- Select the option for existing customers and account changes
- You’ll be connected to customer service, then likely transferred to retention
- Representatives will offer alternatives and retention deals
- Be firm but polite: “I need to cancel my service today”
- Confirm cancellation effective date and final bill details
- Get confirmation number and request email confirmation
Online/Website (Limited Availability)
Website: Sign in to My CenturyLink account
Availability: Only some customers see this option
Process:
- Sign in to your My CenturyLink account
- Scroll to the bottom of the home page
- Look for a green “Disconnect Service” button
- If available, follow the prompts to cancel online
- If you don’t see this option, your account type requires phone cancellation
Email (Not Available)
CenturyLink does not accept cancellation requests via email.
Mail (Not Available)
CenturyLink does not accept written cancellation requests by mail.
In-Person (Not Available)
CenturyLink does not have customer-facing retail locations. Offices with CenturyLink signage are for employees and technicians, not customer service.
Understanding CenturyLink Cancellation Fees
Early Termination Fees
CenturyLink charges flat early termination fees based on contract length:
| Contract Length | Early Termination Fee | Fee Structure |
|---|---|---|
| 2-year contract | $200 | Flat fee (not prorated) |
| 3-year contract | $300 | Flat fee (not prorated) |
| Month-to-month | $0 | No early termination fee |
Important: Unlike many providers, CenturyLink’s ETF is a flat fee regardless of how many months remain on your contract.
ETF Exceptions:
- Month-to-month service: No early termination fees
- Company breach of contract: ETF may be waived if CenturyLink fails to provide agreed services
- Service not available at new address: ETF typically still applies (verify with customer service)
Equipment Return Requirements
All leased CenturyLink equipment must be returned within 30 days:
| Equipment Type | Must Return | Keep |
|---|---|---|
| Leased modems/gateways | ✓ | |
| Wireless accessories from CenturyLink | ✓ | |
| Power cords (CenturyLink-supplied) | ✓ | |
| Purchased modems | ✓ | |
| Customer-owned equipment | ✓ |
Equipment Return Fees
Standard fee: Up to $200 for unreturned leased equipment
| Equipment Type | Fee for Non-Return |
|---|---|
| Leased modem/gateway | Up to $200 |
| Wireless accessories | Varies by device |
Other Fees
Installation Fee: $25 for self-installation, up to $149 for professional installation
Modem Lease Fee: $15/month (or one-time purchase option for ~$200)
Service Charges: No prorated refunds for partial months after cancellation
Equipment Return Process
What Equipment Must Be Returned
You must return all leased equipment within 30 days of cancellation:
- Modems and gateways provided by CenturyLink
- Wireless routers and accessories from CenturyLink
- Power cords and cables supplied by CenturyLink
Note: You do NOT need to return equipment you purchased or owned before service.
Return Timeline/Deadline
Critical: You have exactly 30 days from your service cancellation date to return leased equipment. Missing this deadline results in full equipment charges.
How Return Process Works
Option 1: UPS Return (Primary Method)
- After cancellation, you’ll receive an email with return instructions
- Visit the UPS CenturyLink returns website using the link provided
- Enter your name and address information
- Print the prepaid return label
- Pack equipment securely in rigid box with padding
- Attach return label and drop off at any UPS location
- Keep receipt with tracking number as proof
Option 2: QR Code Return
- Some customers receive a QR code instead of printable label
- Take equipment and QR code to UPS location
- UPS staff will scan code and process return
- Get receipt with tracking information
Shipping/Return Costs
- UPS prepaid labels: Free shipping provided by CenturyLink
- Packaging: Customer responsibility (use rigid box with padding)
- Alternative shipping: Not recommended – use only CenturyLink’s UPS process for proper account crediting
Tips to Avoid Disputes
- Return within 30 days: Mark your calendar – this deadline is strict
- Use only UPS: Other shipping methods may not be processed correctly
- Pack securely: Use rigid box with padding to prevent damage
- Keep tracking receipt: Essential proof if disputes arise
- Include all accessories: Return wireless accessories that came with equipment
- Remove old labels: Cover or remove previous shipping labels from box
- Follow exact instructions: CenturyLink’s return process must be followed precisely
Common Cancellation Problems and Solutions
Problem: Can’t find online cancellation option in account
Solution: The green “Disconnect Service” button is only available for certain account types. If you don’t see it, you must call 800-244-1111 to cancel.
Problem: Long hold times during business hours
Solution: Call on Fridays (least busy day) or try early morning/late afternoon. Monday is the busiest day. Chat support is available 7AM-9PM CT, seven days a week.
Problem: Retention offers and pressure to stay
Solution: Be prepared for substantial discount offers. Stay polite but firm: “I appreciate the offers, but I’ve made my decision to cancel.” You don’t need to provide detailed explanations.
Problem: Equipment return fees charged despite returning items
Solution: Contact customer service immediately with your UPS tracking receipt. The return process can take time to reflect in your account. Keep all tracking documentation.
Problem: Multiple revised final bills
Solution: This is normal for CenturyLink. You may receive 2-3 final bills as charges are processed. Pay outstanding balances promptly to receive any deposit refunds.
Problem: Can’t reach customer service outside business hours
Solution: Phone support is only Monday-Friday 8AM-6PM CT. Use chat support (7AM-9PM CT, seven days) or call during business hours. No 24/7 phone support available.
Tips for a Smooth Cancellation
- Check your contract status: Log into My CenturyLink to verify if you have a term commitment and potential ETF
- Time your call strategically: Call on Friday mornings for shortest wait times. Avoid Mondays when call volume is highest
- Document everything: Write down representative names, confirmation numbers, and cancellation effective date
- Prepare for final bills: You may receive 2-3 final bills over several months as all charges are processed
- Return equipment immediately: Don’t wait – start the return process as soon as you cancel to ensure 30-day deadline compliance
- Use chat for non-urgent issues: Chat support has extended hours (7AM-9PM, seven days) compared to phone support
- Keep deposits in mind: If you paid a deposit, it will be applied to your final bill or refunded within 30-45 days after zero balance
After Cancellation
Final Bill Information
CenturyLink’s final billing process typically involves multiple bills:
Initial Final Bill: Issued on your next regular billing date with charges for your final month of service (no prorating).
Revised Final Bill: May include additional charges like unreturned equipment fees, combined billing charges from TV partners (DIRECTV/DISH), or other late-arriving charges.
Second Revised Final Bill: Only issued if payments are late or additional charges appear.
Account Closure Confirmation
You should receive confirmation within 24-48 hours via email. The confirmation will include:
- Effective cancellation date
- Equipment return instructions and deadline
- Final billing information
Data Retention Policies
CenturyLink retains billing records for your reference. Your CenturyLink email address will be terminated with your service unless you’re only canceling internet while keeping phone service.
Deposit Refunds
If you paid a deposit when setting up service:
- Deposit plus interest will be applied to your final balance
- If final bills are paid by due date, any remaining credit is mailed as a check within 30-45 days
- If bills are unpaid, deposit is applied to outstanding balance
Re-activation Policies
You can restart CenturyLink service without penalties, but new customer promotional offers typically aren’t available to recent customers.
Frequently Asked Questions
Q: Can I cancel CenturyLink online?
A: Some customers can cancel through their My CenturyLink account if they see a green “Disconnect Service” button. Otherwise, you must call 800-244-1111.
Q: Will I be charged an early termination fee?
A: Only if you have a contract: $200 for 2-year contracts, $300 for 3-year contracts. Month-to-month service has no ETF.
Q: How long do I have to return equipment?
A: Exactly 30 days from your cancellation date. This deadline is strictly enforced.
Q: Can I cancel just internet and keep phone service?
A: Yes, you can cancel individual services. However, bundled pricing discounts may be lost.
Q: What if CenturyLink is not available at my new address?
A: Early termination fees typically still apply even if service isn’t available at your new location. Verify with customer service.
Q: Why do I get multiple final bills?
A: CenturyLink’s billing system often requires 2-3 final bills to capture all charges, especially for bundled services or equipment returns.
Need Help?
Escalation Options
If you encounter problems during cancellation:
- Ask to speak with a supervisor during your call
- Request reference numbers and document all interactions
- Use chat support for follow-up issues (extended hours vs. phone)
- Submit written complaints through CenturyLink’s website contact form
Regulatory Complaint Options
- FCC: File complaints at consumercomplaints.fcc.gov for telecommunications issues
- State Public Utilities Commission: Contact your state’s regulatory authority
- Better Business Bureau: File complaints at bbb.org
Consumer Protection Resources
- FairShake: Platform specifically designed for resolving disputes with large telecom companies
- Consumer Financial Protection Bureau: For billing disputes and payment issues
- State Attorney General: Consumer protection divisions can assist with contract disputes
Alternative Contact Methods
- Chat Support: 7AM-9PM CT, seven days a week (extended vs. phone hours)
- Social Media: @CenturyLink on Twitter/X (Mon-Fri 7AM-midnight, weekends 9AM-7PM CT)
- Text Support: 888-320-3452 (existing customers only, must be enabled in account)
This guide reflects CenturyLink’s policies as of July 2025. Lumen Technologies (CenturyLink’s parent company) may update terms and conditions – always verify current contract terms and fees directly with CenturyLink. For the most up-to-date contact information and policies, visit centurylink.com.