We spend an average of 6 hours and 35 minutes each day online. If you sleep eight hours a night, that means 41% of your waking hours are spent online. That’s how important it is to get good quality Internet service.
CenturyLink has seen better days, reporting a massive net loss of $10.3 billion in 2023. This is reflected by their reviews with 98% of the 5,536 reviews in Consumer Affairs giving CenturyLink a score of 1 out of 5 stars. In TrustPilot, 96% of the 1,610 reviews gave CenturyLink a score of 1.1 out of 5 stars.
Most of the complaints were about slow Internet connection, overpriced services, and poor customer service. If you’re among the unsatisfied customers, cancel your CenturyLink service and look for a better Internet provider.
The Three Ways to Cancel Your CenturyLink Service
There are three ways to cancel your CenturyLink service.
- Log into your Account, and click the “Cancel service” button.
- Chat with a Live Agent.
- Call customer service at 1-800-244-1111(Residential) or 1-800-603-6000 (Business).
There are no contracts when you sign up with CenturyLink. You can cancel anytime and won’t be charged a cancelation fee.
💡 Pro Tip: Return your leased CenturyLink modem/router within 30 days after canceling to avoid the equipment charge of $200.
How to Cancel Your CenturyLink Service Online
You can cancel your CenturyLink service online by logging into your Account or chatting with a live agent.
Follow the steps below to cancel your CenturyLink service on the website.
- Go to the CenturyLink website.
- Log into your Account.
- Scroll to the bottom of the page.
- Click “Cancel service.”
💡 Note: If you don’t see the “Cancel service” button on the home page after logging into your account, your account type cannot be canceled online.
How to Cancel Your CenturyLink Service by Chat
To cancel your CenturyLink service by chat, go to the Help page and click “Let’s Chat.”
1. Provide the live agent with the following information to verify your account:
- Full name
- Account number
- Phone number
2. Inform the agent that you want to cancel your CenturyLink service.
3. Expect the agent to ask why you decided to cancel. They will try to entice you to stay by offering faster Internet speed or discounting your current service.
4. Provide a reason why you decided to cancel. If the offers aren’t enticing enough, decline and reiterate your decision to cancel.
5. The agent will walk you through the cancelation process. They will discuss two key points of the process:
- Returning the leased modem/router within 30 days of canceling the service to avoid the $200 equipment charge.
- The possible breakdown of your Final Bill or Closing Statement with CenturyLink.
💡 Note: Ask the agent to confirm the cancelation of your service by email and for a copy of the chat log for your records.
How to Cancel Your CenturyLink Service by Calling Customer Service
Call customer service at 1-800-244-1111 for Residential accounts or 1-800-603-6000 for Business accounts. Customer service is available Monday through Friday, 8:00 a.m. to 6:00 p.m. ET.
1. Provide the customer support representative with the following information to verify your account:
- Full name
- Account number
- Phone number
2. Get the name of the representative handling your call. Inform them that you want to cancel your CenturyLink service.
3. Expect the representative to ask why you decided to cancel. They will try to entice you to stay by offering faster Internet speed or discounting your current subscription.
4. Provide a reason why you decided to cancel. If the offers aren’t enticing enough, decline and reiterate your decision to cancel.
5. The representative will walk you through the cancelation process. They will discuss two key points of the process:
- Returning the leased modem/router within 30 days of canceling the service to avoid the $200 equipment charge.
- The possible breakdown of your Final Bill or Closing Statement with CenturyLink.
6. Ask the representative to confirm the cancelation of your service by email.
How to Return a CenturyLink Modem
There are two steps required to return a CenturyLink modem:
- Getting a return label from UPS
- Packing the modem correctly
In this section, we’ll teach you how to return a CenturyLink modem to avoid getting charged an equipment fee.
How to Get a Return Label from UPS
Follow the steps below to get a return label from UPS.
1. Click the CenturyLink Return Modem link.
2. Click “Continue as Guest.”
3. Fill up the form with the following information:
- Full name
- Address
- City
- State
- Postal code
- Email address
4. Choose your preferred way of receiving your UPS label:
- Print and email label
- Request a QR code for the UPS store
5. Click “Submit”
Check your inbox for an email from UPS Return Label. If you choose the QR code option, UPS Return Label will send an email that contains your scannable code and a link to the UPS stores near you.
💡 Note: Use the information that you provided when you opened your CenturyLink account.
How to Pack the CenturyLink Modem Correctly
To properly secure the modem and cords, place them in a strong box packed with cushioning material such as bubble wrap, paper padding, or packing peanuts.
- Seal the box with strong packing tape.
- Remove old labels and stickers outside the box.
- Fold the label along its solid line.
- Attach the label on one side of the box in a clear shipping pouch. You can also cover the label with clear shipping tape.
- Drop the box at the nearest UPS store.
- Present the QR code to the UPS employee for scanning.
What to Expect on Your CenturyLink Final Bill
The Final Bill or Closing Statement summarizes the outstanding charges that must be paid. You might receive up to three closing statements before your account is officially closed.
What types of bills can you receive?
- Final Bill: The Final Bill summarizes all the charges that are due for your final month of service. It’s sent after you cancel your CenturyLink Service.
- Revised Final Bill: The revised Final Bill includes other charges uncovered by CenturyLink after the Final Bill was sent. For example, if you don’t return the leased modem within 30 days, the revised Final Bill will include the equipment fee of $200.
- Second Revised Final Bill: The second revised Final Bill will include charges that remain outstanding or that CenturyLink has overlooked.
💡 Pro Tip: Return the leased modem and pay the Final Bill immediately to speed up the cancelation process. The sooner you settle all fees, the sooner CenturyLink can review your account and check if you’re owed deposits or credits. CenturyLink will mail you a check for the remaining deposits or credits in 30 to 45 days.
How to Cancel a CenturyLink Home Phone Service
The fastest way to cancel your CenturyLink home phone service is to call customer service at 1-800-244-1111. Follow the prompts until you’re connected to the right department.
1. Inform the customer service representative that you want to cancel your home phone service.
2. The representative will verify your identity by requesting the following information:
- Full name
- Account number
- Phone number
3. The representative will ask why you want to cancel the service. They may also present special offers, such as discounts, to entice you to change your mind.
4. Provide a reason why you decided to cancel the service. If the offers don’t interest you, decline and ask for the Final Bill.
5. The representative will walk you through the cancelation process. They’ll remind you to return any leased equipment within 30 days and to settle the Final Bill immediately.
Before ending the call, ask the representative to send an email confirming the cancelation of the home phone service.
Frequently Asked Questions (FAQs)
1. How do I shut off CenturyLink’s service?
You can shut off CenturyLink by following the cancelation procedures, returning leased equipment within 30 days, and paying all outstanding charges.
2. Can I keep my email address after I cancel CenturyLink?
Yes, you can keep your email address since it’s independent of the ISP. However, to be on the safe side, we recommend creating a backup for the important data in your email account.
Summary
Try canceling on the website by logging into your Account and clicking the “Cancel service” button. If you can’t find the “Cancel service” button, your account cannot be canceled online.
If this happens, start a chat with a live agent or call customer service at 1-800-244-1111(Residential) or 1-800-603-6000 (Business).
