How to Cancel CenturyLink (Lumen/Quantum Fiber) in 2026 — Equipment Return Guide

Updated 2026-03-03 · 7 min read

Before You Call: Preparation Checklist

• Have your account number ready (on your bill or in your online account)
• Know your contract status — are you in a promotional period or contract?
• Have your new ISP ready — schedule installation before canceling to avoid internet downtime
• Check your last bill for any leased equipment (modem, router)
• Best time to call: Tuesday-Thursday, 8-10 AM local time — shortest wait times

Cancel CenturyLink Internet

1. Call 1-800-244-1111 (residential) or 1-800-603-6000 (business)
2. Say "cancel service" to get to the retention department
3. Be prepared for retention offers — discounts, speed upgrades, price locks
4. If you want to cancel: "I appreciate the offer but I've already set up service with another provider"
5. Confirm your final bill date and any prorated charges
6. Ask for a confirmation number — write it down
7. Ask about equipment return — they'll give you a UPS shipping label or drop-off location

Equipment Return (Critical)

1. Photograph all equipment before packing (serial numbers visible)
2. Return: modem, router, power cables, ethernet cables — everything they provided
3. CenturyLink provides a prepaid UPS shipping label
4. Pack carefully — you're responsible for damage in transit
5. Get a UPS tracking number and save it
6. Keep your receipt for at least 6 months
7. If equipment was purchased (not leased), you don't need to return it — check your original order

Negotiate Instead of Canceling

CenturyLink's retention department has authority to offer significant discounts:

• Price reduction: 20-40% off your current rate for 12 months
• Speed upgrade: Free upgrade to the next tier while keeping current pricing
• Promotional rate extension: Continue your intro pricing for another year
• Credit for past issues: If you've had outages, ask for service credits
• Strategy: "I'm switching to [competitor] because they offer [speed] for $[price]. Can you match that?"

CenturyLink vs Quantum Fiber

• CenturyLink DSL: Older technology, speeds typically 10-100 Mbps, being phased out
• Quantum Fiber: Fiber optic, 200 Mbps to 8 Gbps, newer infrastructure
• If you have DSL and Quantum Fiber is available at your address, upgrading might be better than canceling
• Quantum Fiber has no contracts and no data caps on most plans

Alternative ISPs

• T-Mobile 5G Home Internet: $50/month, no contracts, no equipment fees — great where available
• Verizon Fios: Fiber, no contracts, competitive pricing (limited coverage)
• Google Fiber: Best deal where available — 1 Gbps for $70, no contracts, no fees
• Starlink: $120/month — expensive but works anywhere, even rural areas with no other option
• Local fiber providers: Check if a regional fiber company serves your area — often better service than nationals

After Cancellation

• Watch your bank statement for 2-3 months — ISPs sometimes continue billing after cancellation
• If charges continue, call with your cancellation confirmation number and demand immediate reversal
• Check your credit report after 3-6 months — disputed equipment charges sometimes go to collections
• If CenturyLink sends you to collections unfairly, file a complaint with the FCC at consumercomplaints.fcc.gov

Bottom line: Cancel by phone (1-800-244-1111), photograph and return all equipment with tracking, and keep your confirmation number. If you're in a contract, mentioning "moving to an unserviced area" usually waives the early termination fee.