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Keeping You Connected And Safe

COVID-19 Support


  • Contactless Install
  • Support
  • Keep America Connected

The Keep Americans Connected Pledge expired on June 30, 2020, we are making extensions for customers who live in New Jersey and Washington.

  • In New Jersey, the suspension of service disconnections for Residential customers with school age children will continue through December 31, 2021.
  • In Washington, the waiver of late fees for telephone service will continue until January 27, 2022, and suspension of telephone service disconnections expired September 30, 2021.

Our commitment to you


Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. We know our customers count on us to keep our network running so the world's businesses can serve their customers and families can work, learn and play at home.

As we all work together to win the battle against COVID-19, the health and safety of our people and our customers is always our top priority. We're maintaining a continuous state of readiness around the globe, not only for the well-being of our teammates but also for the strength of our network. We continue to align with guidance from health experts and will adhere to state and local policies to help minimize the spread of the virus.

We stand ready, willing and able to meet our customers’ technology needs, every day, as we persevere through these unique and challenging times together.

Payment information


We understand the potential financial hardships caused by COVID-19 for some of our customers and have extended payment plan options available for past-due amounts.

To make payment arrangements, follow the instructions based on your account type below:

  • Prepaid residential customers may need to contact us if they are unable to access the internet due to a missed payment. You are a prepaid customer if your account number starts with PPB.
  • Small business customers with 50 or fewer employees must contact us to discuss extended payment arrangements.
  • Customers who receive a traditional monthly bill: Please use the online payment arrangements tool to review available options.
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