Communication services

Is Lumen getting out of the voice business?

We’re moving toward the end of sale of voice and communications services where we don’t have contractual or regulatory obligations, and we’re maintaining those services for as long as those obligations apply. This wasn’t a decision we made lightly. It followed extensive analysis of where we can compete most effectively and where our greatest growth opportunities exist.
 

Why is Lumen moving away from voice?

Yes, our goal is to pivot away from voice. Product simplification is about focus. Our mission is to connect people, data, and applications quickly, securely, and effortlessly. Becoming an enterprise-focused digital networking services company means concentrating our investments on the technologies and services that help customers modernize, innovate, and grow. That requires deliberate choices about the portfolio, and this is one of them.
 

Which products are you no longer selling?

This applies to our non-Mass Markets voice and communications portfolio: commercial, enterprise, wholesale, and public sector voice and VoIP products; Lumen Cloud Communications; Unified Communications and Collaboration; NG 911; and Contact Center Intelligence products. Mass Markets services are not part of this change.

Is my voice service being shut off?

There is no immediate change to your current service, and no action is required on your part to continue receiving services as contracted. Lumen will continue to support existing services in accordance with applicable contractual and regulatory obligations. When future changes are implemented, affected customers will receive appropriate advanced communication before any change takes effect.
 

When will my service actually end?

Timing varies by product, by state, and by the contractual and regulatory obligations that apply to your services. We don’t have a decommissioning date to give you because the timing is not yet known. What we can tell you is our intent and direction, which is exactly why we’re telling you now. When your service is affected, we will communicate next steps as part of a planned process and in alignment with applicable obligations.
 

Are my other Lumen services next?

This FAQ is specific to the voice and communications portfolio described above. Lumen continues to invest in strategic networking, internet, cloud, security, and digital services. Any future changes affecting other services would be communicated separately and through the appropriate channels.
 

Will my service quality suffer if Lumen is not investing in voice?

No. We will continue to support existing voice customers by honoring our contractual and regulatory obligations. Continuity is the priority, and nothing is required from you to keep the services in your agreement running.

Can I still buy voice from Lumen?

Not in the ordinary course. We are no longer proactively selling these services. Requests to add, renew, or expand must be reviewed through Lumen’s defined process, and your account team will capture the request and coordinate it based on the applicable product, contract, and regulatory considerations. Where customers are out of term, rates may change depending on the product, and we are not able to commit to holding rates.
 

Can I add lines, move a location, or change my configuration?

Requests to add, move, or change existing voice and communications service go through that same review, and each one is evaluated individually against the obligations that apply to your agreement. Start with your account team.
 

If I take my voice business elsewhere, what will it cost me?

Bring that conversation to your account team early, before you commit elsewhere. Early termination provisions are reviewed case by case against your specific agreement, and any network services supporting your voice environment are reviewed concurrently so nothing is unwound by accident.