CenturyLink to Brightspeed: Frequently Asked Questions  

Answers to questions about your customer experience

A change is coming soon! On or after Oct. 3, 2022 Brightspeed will take over CenturyLink's telephone , internet, and security business in 20 states. We’re here to help you through the transition. See below for answers to our most frequently asked questions.

Please, be cautious of potential scammers. Do not send any personal or account information to anyone who contacts you by email or phone. Learn more about how to avoid scams >

About Brightspeed and the Transaction:

Who is Brightspeed?

Brightspeed is a dynamic new company led by industry veterans committed to enhancing the service experience for new and existing customers and to creating a next-generation telecom and connectivity business. Brightspeed currently plans to invest at least $2 billion to build a network that will bring faster, more reliable Internet and Wi-Fi to communities throughout the Midwest, Southeast, and certain parts of Pennsylvania and New Jersey. At closing Brightspeed will be comprised of the incumbent local exchange carrier (ILEC) assets and associated former operations of Lumen Technologies (CenturyLink Security’s parent company) across 20 states. 

What are the details of the Brightspeed transaction?

Lumen (CenturyLink Security’s parent company) is selling parts of our business in 20 Midwest and Southeast states, as follows: Alabama, Arkansas, Georgia, Illinois, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia and parts of Wisconsin.


This sale includes local fiber internet and copper DSL networks broadband residential and business internet accounts, fiber-and copper-fed buildings, security, and central offices. Lumen will retain national fiber routes on most networks in these 20 states, which allows us to focus on strengthening our national fiber internet network. Lumen and Brightspeed will have very little geographic overlap in terms of the customers we serve.


The transaction is expected to close around Oct. 3, 2022, subject to required approvals in the U.S. For more details on the transaction visit our transaction FAQ page.

How can I learn more about Brightspeed?

To learn more about Brightspeed visit their website at www.brightspeed.com 

General Questions:

  • How will I know if this transaction impacts my service?

    If the change affects you, we will inform you before it happens. Please sign in to your account and make sure we have your email address on file so you receive all important updates. 

  • When will I become a Brightspeed customer?

    This change will occur on or after Oct. 3, 2022. We will keep you informed as the date approaches. Please sign in to your account and make sure we have your email address on file so you receive all important updates.

  • Will I experience any interruption in my service with this change?

    No, the transfer will not cause a service interruption. We are working with Brightspeed to make sure this transition is as smooth as possible for you. 

  • Will my equipment change?

    No, the transfer will not require any change to your modem/router or other equipment. 

  • How will I receive information about this change?

    For now, you will receive emails from CenturyLink and messages on your CenturyLink Security bill about this change. 

    Please sign in to your account and make sure we have your email on file so you receive all important updates. 


  • What if I don't want to become a Brightspeed customer? Can I opt out?

    The transfer will occur across entire states and regions, so it isn't possible for individual households or addresses to opt out of this change.

  • Do I need to do anything to become a Brightspeed customer?

    If you want to keep your current service, no action is needed. 

Receiving and Paying Your Bill:

  • Will my account number change?

    No, your account number will remain the same. 

  • Will my bill delivery method change?

    No, you will continue to receive your bill the same way you do today. 

  • Will my bill due date change?

    No, you will continue to pay your bill on the same date.

  • Will my rates change?

    Your rates will not change because of this transfer. You will continue to receive the same pricing you do today

  • Will my bill or statement format change?

    You will notice the Brightspeed logo and company information on your bills on or after Oct. 3, 2022, will be new. CenturyLink Security logo and information will no longer be included. The rest of your bill sections and details will remain the same.

  • How can I see my CenturyLink bills for the past year?

    When you sign in to your Brightspeed account, you will be able to view your payment history for the last year. Your past statements will still say CenturyLink, and those on or after Oct. 3, 2022, will say Brightspeed. 

  • Will the address for paying my bill by mail change?

    Yes, but not before the transfer is complete (expected on or after Oct. 3, 2022).

    Your first invoice from Brightspeed will include the new information for payment, and you will also be able to find it on the Brightspeed website.


  • If I pay my bill through my bank’s bill pay service, do I need to update that information?

    Yes, but not until the transfer is complete (expected on or after Oct. 3, 2022). Your first invoice from Brightspeed will include the new address for payment. 


    If you use your bank’s bill pay option (including Zelle, Pop Money and others) to pay your CenturyLink Security bill, you will need to sign in to your bank’s website and enter the new Brightspeed billing information on their bill-pay service to make sure your bills are paid correctly. 

     

    Note: Some customers see an error message when they try to update bill payment services with their bank. If you have issues, it often works to delete the old bill payment information (for CenturyLink Security in this case) and create a new one (for Brightspeed). 



  • Will my existing AutoPay and saved payment information need to be re-entered?

    No, your AutoPay details and payment information saved in your CenturyLink Security account will be securely transferred with your account to Brightspeed.

  • Will my existing AutoPay payment date change?

    No, your AutoPay payment date will not change.

  • I’m in the middle of a payment plan. What do I do?

    You don't need to do anything. Your payment plan will be securely transferred to Brightspeed and will remain on the same timeline.

  • I have a past-due balance. What do I do?

    The collection process with Brightspeed will remain the same as it is today with CenturyLink.

  • Will there be any sort of grace period for bill payments after the transition?

    No. Bill due dates and late fees will remain the same as they are today with CenturyLink.

Account Access:

  • Will my current sign-in information change?

    No, at the time of transfer your username and password will stay the same. You will sign in to the CenturyLink Security account portal and app just as you do today.


    Following the transfer, Brightspeed will contact you with important information about where, when and how you can sign in to your new Brightspeed account.


  • How will I access my online account?

    You will keep using your CenturyLink Security account portal and app until you receive a notification from Brightspeed that you can sign in to the new Brightspeed portal and app. 


    Watch for emails from Brightspeed with important information about where, when, and how you can sign in to your new account.


    Please sign in to your account and make sure we have your email on file so you receive all important updates. 


  • Does Brightspeed have an app?

    For the first few weeks, you’ll continue to use the CenturyLink app. Brightspeed will offer their own app sometime after the sale takes place.


    Brightspeed will let you know when their app is ready to download and install. Please sign in to your CenturyLink Security account and make sure we have your email on file so you receive all important updates. 

Services and Special Situations:

  • Will my service change?

    No. Your products and services will be the same after the transfer to Brightspeed as they are today.  

  • Will I still be able to use my CenturyLink provided email?

    Yes. You will still be able to use your email account as you do today. You will continue to access your email account through the CenturyLink.net website. 

  • I’m a small business customer. Will any of my services change?

    No. Your products and services will be the same after the transfer to Brightspeed as they are today.  

Share by: