Wholesale Customer Contacts - V145.0
Various CenturyLink™ Wholesale Organizations support your service delivery efforts. Refer to individual CenturyLink Wholesale Products and Services for specific details or contact your CenturyLink Account Team/Sales Executive or Service Manager for additional information. You may also contact CenturyLink via Customer Service.
Doing Business with CenturyLink
CenturyLink provides step by step instructions and a checklist to guide you as you establish your relationship with CenturyLink. To work through this process with a CenturyLink representative, contact the Manager - Interconnection Agreements by e-mail to begin negotiations.
If you are a new Competitive Local Exchange Carrier (CLEC) and are ready to do business with CenturyLink, view the Getting Started as a Facility-Based CLEC or the Getting Started as a Reseller. If you are an existing CLEC wishing to amend your Interconnection Agreement or your Customer Questionnaire, see those product catalogs for additional information.
Account Team / Sales Executives and Service Managers
Your CenturyLink Account Team will be your first point of contact to begin conducting business with CenturyLink. Click here to view the Account Team / Sales Executives and Service Managers Roles and Responsibilities. For all CenturyLink commercial local exchange services products(e.g. CenturyLink Local Service Platform ™(CLSP™), sales and service support will be handled by your Service Manager. If you do not know your assigned CenturyLink Sales Executive or Service Manager, use the CenturyLink - Wholesale Team Tool (CWTT) to locate the CenturyLink Sales Executive or Service Manager assigned to your company.
Calls to CenturyLink may be monitored or recorded. You will hear the following announcement when you call: "Thank you for calling Centur yLink. This call may be monitored or recorded for quality assurance or training purposes".
Availability
Wholesale Customer Contacts are available throughout CenturyLink QC.
Pricing
Tariffs, Regulations and Policies
Tariffs, regulations and policies are located in the state specific Tariffs/Catalogs/Price Lists.
Implementation
Pre-Ordering
General pre-ordering activities are described in the Pre-Ordering Overview.
Detailed information on how to use CenturyLink's EASE Pre-Ordering functions can be found in the EASE User Guide.
Requesting Customer Service Records (CSRs)
To request a CenturyLink Customer Service Record (CSR), contact the Customer Service Inquiry and Education (CSIE) Center:
| To Request a CSR | Contact | Hours of Operation | |
| CSR Hotline for Local Service Requests (LSRs) | 866-434-2555 Or use Click To Chat link located on the Customer Service page. |
Send an e-mail request to csie@CenturyLink.com. To initiate your e-mail CSR request, you need to complete and send the CSR Request Form, which will be processed on a first in - first out basis. | Monday-Friday 7:00 AM - 7:00 PM Mountain Time |
If you are not an EASE user, you may contact the CSIE to perform Loop Qualifications at 1-866-434-2555 or use the "Click to Chat" feature.
If your end-user requires extensive and complex facility rearrangement/relocation/replacement related to construction, demolition, planning and placement of conduit and Network Interface Device (NID), right-of-way, or other situations that will require engineering and special construction, CLEC should contact their Service Manager.
| For Assistance with: | Who to Contact |
| CLECs needing to request consultation with a CenturyLink engineer | Service Manager |
Ordering
General ordering activities are described in the VFO User Documentation
| For assistance with: | Contact | Hours of Operations |
EASE Directory Listing Orders |
LSR Order Support - Assistance issuing EASE Orders: 866 434-2555 |
|
EASE FBDL Local Response (LR) Support |
Email: Complex Listings .Escalations@centurylink.com
|
Monday - Friday 7:00 AM - 5:00 PM Mountain Time |
| For assistance with | Who to Contact | Contact Number | Hours of Operation for DLIS only |
| DLIS NOTE: System hours of operation are available at: http://www.CenturyLink.com/ wholesale/cmp/ ossHours.html |
Wholesale Systems Help Desk |
888-796-9102
|
Monday - Friday 6:00 AM - 5:30 PM Mountain Time
(Pager assistance provided 5:30 PM - 7:00 PM) Saturday 7:00 AM - 2:00 PM Mountain Time
|
Thryv
| For assistance with | Who to Contact | Contact Number | Hours of Operation |
| Requesting Published Directories | Thryv | 877-243-8339 | Monday - Friday 7:00 AM - 6:00 PM Mountain Time |
| Directory Delivery (Thryv White Pages and Thryv Pages) | Thryv | 877-243-8339 | Monday - Friday 7:00 AM - 6:00 PM Mountain Time |
| Thryv CLEC Relations Contact | 844-339-6334 | N/A N/A |
|
| Thryv Publisher Services | For Billing Questions | 844-339-6334 | N/A |
| Thryv Publisher Services | For Directory Advertising | 844-339-6334 | N/A |
Service Request Order Processing
General ordering activities can be found in the Ordering Overview with provisioning and installation activities identified in the Provisioning and Installation Overview.
To discuss order processing or to send associated information to the Center for processing, contact our Customer Service Center. Based on the location of your end-user and the type of service you requested, Local or Access Services, our Service Center numbers are:
| Location | Contact | FAX (only for manual processing LSRs) | Hours of Operation |
| Customer Service Inquiry and Education (CSIE) Center | 866-434-2555 OR csie@CenturyLink.com* Or use Click To Chat link located on the Customer Service page. |
888-796-9089 - All but Simple Port requests
877-343-7542 - Simple Port requests only |
Monday-Friday 7:00 AM - 7:00 PM Mountain Time |
If calling to discuss multiple items, up to five tickets per call can be opened.
*For all e-mails sent, a call center ticket will be opened. Status assigned to that ticket is based on the guidelines found in the Ordering Overview. If your contact requires assistance within two hours, CenturyLink recommends you call and not send an e-mail. CenturyLink will respond to your e-mail via a phone call and provide you with the call center ticket number. Include your "can be reached" telephone number in your e-mail.
Only in the case of orders due to complete on a Saturday that require a same day cancellation, due date change or concurrence should a call be made to 218-310-9440. All other requests should be made the next business day.
Status and Notification on LSRs
For status of requests or notifications, including Firm Order Confirmation (FOCs) and Service Order Completions (SOCs), access EASE Post Order functionality first. Direction is provided in the EASE User Guide in the 'After Submitting Service Requests' section for:
- Viewing notices for service requests
- Monitoring the current status of service requests and/or service orders
- Checking status history
- Checking the estimated start time for service orders
- Reviewing Design Layout Reports (DLRs)
For efficiency, it is recommended that status and notification detail be retrieved via EASE. You may also contact the CSIE for this information.
Jeopardy Notification Response Period
Within 72 hours of receiving the initial jeopardy notice, either an updated jeopardy notification with more specific details of the jeopardy condition or a FOC advising of the new Due Date will be sent to you. If an updated jeopardy notice is sent, we will also send a FOC advising you of the Due Date CenturyLink can meet when the RFS date is known. Updated notification will be provided within that 72-hour period.
See the matrix under the Jeopardy Notice Timeline section of the Provisioning and Installation Overview.
- Access Service Requests (ASRs)
| Product/Service | Contact | FAX | Hours of Operation |
| LOAs and all service requests | 866 434-2555 |
800-335-5680 | Monday-Friday 7:00 AM - 5:00 PM Mountain Time |
Emergency & Annoyance Call Handling
You will be assisted by CenturyLink when dealing with telephone harassment, wiretapping and other law enforcement requests. CenturyLink will provide tracing and *57 (Call Trace) support. The procedures for Call Trace must be followed prior to calling CenturyLink. To become familiar or review these procedures see Call Trace.
To request tracing assistance your personnel will contact the CenturyLink.
| For Assistance | Contact | Hours of Operation |
| CenturyLink | 800-244-1111 FAX 206 345-8394 |
8:00 AM - 5:00 PM Mountain Time |
CenturyLink Customer Service Centers are closed on the following holidays:
- New Years Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
Provisioning and Installation
General provisioning and installation activities are described in the Provisioning and Installation Overview.
Firm Order Confirmation (FOC) intervals are available in the SIG.
Loss and Completion Reports
| For assistance with: | Contact | Hours of Operation |
| No File Received, Data Content, Missing Orders or Incorrect Data, Change Transport Medium, Re-send Report | Wholesale Systems Help Desk at 888-796-9102
|
Monday - Friday 6:00 AM - 5:30 PM Mountain Time (Pager assistance provided 5:30 PM - 7:00 PM) Saturday 7:00 AM - 2:00 PM Mountain Time |
| Loss and Completion Reports not received | CenturyLink Service Manager |
Maintenance and Repair
General maintenance and repair activities are described in the Maintenance and Repair Overview.
Organized geographically, CenturyLink's Repair Centers are grouped into Wholesale Product or Service Designed and Non-Designed Maintenance and Repair teams:
| Repair Centers | Product/Services | State | Contact | Hours of Operation |
| CenturyLink Wholesale Repair Center | Design UNE and Complex Products and Services:
|
CTL - QC States (AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY) | 800-223-7881 | Available 24/7 |
| EEL/LMC | CTL - QC States (AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY) | 800-223-7881 | Available 24/7 | |
| Repair Call Handling Center (RCHC) | Non-Design POTS:
|
|||
| EEL/LMC | CTL - QC States (AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY)CTEL-EQ/CTL States (CO, FL, IA, ID, MN, MT, NE, NM, NV, OR, WA, WY) | 800-223-7881 877-471-5214.opt 1 | Available 24/7 | All | 888-405-0083 | Available 24/7 |
| Customer Service Inquiry and Education(CSIE) | If your service request was completed within the past 24 hours NOT FOR REPAIR ISSUES | All | 866-434-2555 | Monday-Friday 7:00 AM - 7:00 PM Mountain Time |
Enhanced Services Center (ESC)
The ESC handles calls if your end-user is experiencing difficulty related to Business or Residential Voice Messaging Services or Advanced Intelligent Network (AIN) call features security code (password) resets.
| Service | Contact | Hours of Operation |
| Voice Messaging Services | 800 776-2781 | Available 24/7 |
| AIN security code resets | 800 770-2513 | Available 24/7 |
CenturyLink CLEC Coordination Center (QCCC)
The CenturyLink CLEC Coordination Center (QCCC) handles all unbundled loop product installations (Basic and Coordinated) throughout CenturyLink QC. The QCCC Coordinators are responsible for insuring the successful completion of the coordinated installation.
| QCCC | Contact | Hours of Operation |
| For installation | 866-549-3846 | Monday - Friday 6:00 AM to 7:00 PM Mountain Time |
| For Warranty | 866-549-3846 | Available 24/7 |
Some of the functions the QCCC can assist with on Unbundled Loop (UBL) installation are:
- Questions or concerns related to Unbundled Loop installation
- To inquire about testing information provided on Unbundled Loops where "Basic Installation with Performance Testing", Basic Installation with Cooperative Testing", or Coordinated Installation with Cooperative Testing" was selected as the installation option on the LSR
- To accept the UBL circuit
- Warranty service where technicians will work to resolve any maintenance issues for 30 days after installation
Escalations
You may initiate an escalation of your service request at any time during the ordering or repair process by calling the appropriate center. Refer to our Expedites & Escalations Overview to review our escalation process.
Billing
CenturyLink's Billing staff assists with your CenturyLink billing questions. Refer to the following for specific billing related information:
- Billing Information - Billing and Receivable Tracking (BART)
- Billing Information - Ensemble System
- Billing Information - Carrier Access Billing System (CABS)
- Billing Information - Local Exchange Carrier Invoice System (LEXCIS)
- Billing Information - Taxes and Tax Exemption
| CenturyLink Billing Centers | Contact | Hours of Operation |
| All including GET and LEXCIS Billing | 800-335-5672 | Monday-Friday 8:00 AM - 4:00 PM Central Time |
Some CenturyLink products generate usage records or call detail processed within the Ensemble billing system. For information regarding these records, refer to Billing Information - Daily Usage File (DUF)
Wholesale Systems Help Desk
Wholesale Systems Help Desk is your single point of contact for system related questions regarding connectivity issues, outputs and system outages. If unable to assist you, the Help Desk professional will refer your information to the proper Subject Matter Expert (SME). The SME will either contact you directly or pass the resolution information to the Help Desk professional who will then provide you the information and confirm resolution.
| Wholesale Systems Help Desk | Contact | Hours of Operation |
NOTE: System hours of operation are available at: http://www.CenturyLink.com /wholesale/cmp/ossHours.html |
888-796-9102
|
Monday - Friday 6:00 AM - 5:30 PM Mountain Time (Pager assistance provided 5:30 PM - 7:00 PM) Saturday 7:00 AM - 2:00 PM Mountain Time |
Training
Local CenturyLink 101 "Doing Business with CenturyLink"
- This introductory web-based training course is designed to teach the Local CLEC and Local Reseller how to do business with CenturyLink. It will provide a general overview of products and services, CenturyLink billing and support systems, processes for submitting service requests, reports, and web resource access information. Click here to learn more about this Training.
View additional CenturyLink courses by clicking on Training Catalog.
Frequently Asked Questions (FAQs)
This section is currently being compiled based on your feedback.
Last Update: June 23, 2023
Last Reviewed: March 25, 2024
CenturyLink Local Services Platform™ (CLSP™) is a Trademarks of CenturyLink