Customer FAQ
Q. Who is CenturyLink?
A. CenturyLink is the third largest telecommunications company in the United States. The company provides broadband, voice and wireless services to consumers and businesses across the country. It also offers advanced entertainment services under the CenturyLinkTM PrismTM TV
and DIRECTV brands. In addition, the company provides data, voice and managed services to business, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. CenturyLink is recognized as a leader in the network services market by key technology industry analyst firms. CenturyLink’s customers range from Fortune 500 companies in some of the country’s largest cities to families living in rural America.
We have a track record of solid financial performance, and we are committed to increasing shareholder value over the long term.
Our company culture is based on a common set of values we call Unifying Principles. These are: Fairness, Honesty and Integrity, Commitment to Excellence, Positive Attitude, Respect, Faith and Perseverance.
Q. What does the merger mean to CenturyLink’s and Qwest’s customers?
A. There are no immediate changes for customers. Customers can continue to count on our products and services and contact us just the same way they always have. We will communicate any changes to customers when necessary.
The combined company has the national breadth to provide a compelling array of broadband products and services including high speed Internet, video entertainment, data hosting and managed services, as well as fiber to cell tower connectivity and other high bandwidth services. The company also has the local depth, through its local operating model, to provide the network, products and offers, and customer service that best suit the needs of its markets.
CenturyLink provides local, long-distance, data, high-speed Internet, entertainment and wireless services across its territories in 37 states.
Due to increased scale, financial strength, diversity of revenue and stronger national network, the combined company is better positioned to compete against cable companies and technology substitution within our local regions and against other national telecom carriers for Business (including government) and Wholesale customers.
Q. Will customers be able to keep their packages and/or bundled services? A. Yes. Customers will keep the packages and bundles services they have today. Q. Will rates change?
A. Rates will not change as a result of the transaction. (However, rates could change if planned pre-merger or for other customary reasons such as the addition of services or taxes and fees that impact the overall bill.) You will be notified prior to any future rate changes if applicable. Q. Will CenturyLink or Qwest customer service numbers or e-mail addresses change? A. No. All your methods of contacting the company will remain the same. If any changes occur later, we will make sure you are informed.
Q. Will my bill look different?
A. Qwest customers will begin seeing the transitional brand on their invoice envelopes beginning Aug. 8, and bill stock will reflect the standalone CenturyLink name and logo. There will be no other changes to bills at this time.
Q. If I get a Qwest bill and a CenturyLink bill today, will I continue to get two bills after the merger? If so, can I get one bill for all my services with the combined company?
A. You will continue to receive two bills, though both bills will be branded with the CenturyLink logo after Aug. 8. If you receive a Qwest bill now, your bill’s envelope will be co-branded (with both logos on it) starting Aug. 8 as well. There are no immediate plans to combine the two invoices. If that changes, you will be notified.
Q. Who will I make my payments to and where will I send them?
A. Please continue to make your payments to the same Qwest and CenturyLink addresses you use today. We will notify you in advance if that process changes.
Q. If I move from a Qwest market to a CenturyLink market or vice versa, can I transfer my services?
A. We will make it as easy as possible for you to continue to conduct business with us as you move between markets. Product/ service availability and pricing may vary by location. Please contact us via the same contact number you use today to notify us of your change in location. Q. What will change operationally?
A. CenturyLink will expand its local operating model to the former Qwest markets. This model places leadership and decision making about the network, products and offers, and customer service as close as possible to the customer. Customers and communities will benefit from this increased focus on and responsiveness to the needs of local markets.
A. In February 2011, CenturyLink announced we entered into an agreement under which CenturyLink will be an authorized agent of Verizon Wireless. As such, CenturyLink will offer Verizon Wireless equipment and service plans to our residential and small business customers. Small business customers with up to 99 employees will be able to purchase Verizon Wireless services from CenturyLink beginning April 5th. Verizon services will be available to residential customers later this month.
CenturyLink customers will be able to choose from many of Verizon Wireless’ devices, including smartphones, feature phones, and wireless data products.
Q. Will CenturyLink offer Prism in Qwest markets?
A. CenturyLink will evaluate its new markets just like it evaluates market potential today. The goal is to provide video entertainment service options to all customers, whether by selling DirecTV or by deploying our facilities-based IPTV service, Prism.
Q. Will telephone directory delivery schedules change?
A. There are no anticipated changes to directory delivery schedules. Q. Will customers have the same account teams?
A. Both companies are focused on providing outstanding service. Our goal is to make the merger as seamless as possible for you and our other customers – and to keep any changes to a
minimum. If any changes should take place at a later date, you’ll be informed. Every legacy Qwest sales person will be linked with a legacy CenturyLink sales person to provide continuity of service to our joint customers. If a customer calls a Qwest sales professional to ask about a CenturyLink product, the Qwest sales rep will partner with a CTL sales rep to provide
information and make the sale. The reverse is true for customers calling CenturyLink reps about Qwest products. The reps will collaborate on opportunity identification and customer needs to grow overall wallet share. In 2012, we expect to move to a single-seller model.
Q. If a customer has both CenturyLink and Qwest sales teams now, will this change after the merger?
A. The customer’s current Qwest and CenturyLink sales and customer care teams will continue to handle their communications needs after the close of the merger. Those teams will work together, following processes established before the close of the merger, to work efficiently and effectively with their joint customers.
Q. Will the merged company have the same commitment to SLA agreements, product availability, interval, QOS, etc.?
A. Yes. CenturyLink has the same focus on outstanding customer service, and the company will honor all existing contracts.
Q. How will the merger impact our ability to invest in new products and services? A. The combined company has the financial strength and national breadth and local depth to provide a compelling array of products and services. To remain a top provider of
communications and data solutions, CenturyLink continues to explore, invest in and offer the industry-leading technologies customers need and demand.
Q. How will this impact contracts?
A. CenturyLink honors all existing (including Qwest) contracts. CenturyLink has retained experienced professionals to work with enterprise customers, remaining committed to providing exceptional service and expertise.
Q. Do customers need to do or sign anything?
A. No. It is business as usual for customers from both companies. If or when customers need to take any action regarding their accounts and services, they will be notified well in advance of any changes taking place.
Q. What steps will be taken to ensure our quality of customer service is not negatively impacted?
A. It will be business as usual for our business customers. The company has retained experienced professionals to work with enterprise customers and remain committed to providing exceptional service and expertise. Customers will work with their existing sales and sales support teams as they do today. All existing customer care phone numbers will remain the same.
Q. How will account teams change?
A. Every legacy Qwest sales person will be linked with a legacy CenturyLink sales person to provide continuity of service to our joint customers. If a customer calls a Qwest sales
professional to ask about a CenturyLink product, the Qwest sales rep will partner with a CTL sales rep to provide information and make the sale. The reverse is true for customers calling CenturyLink reps about Qwest products. The reps will collaborate on opportunity identification and customer needs to grow overall wallet share. In 2012, we expect to move to a single-seller model.
Q. Will my customer care and sales contacts change after the merger? If so, what will be done to ensure the same level of service and responsiveness?
A. We are committed to keeping sales and customer care changes to a minimum. If there are any changes to your sales or customer care contacts, you will be notified.
Q. Will my pricing change? Will Qwest’s and CenturyLink’s contract terms/conditions remain the same?
A. There are no plans to change the current pricing and terms/conditions.
Q. Who will customers make payments to and where will they send them after merger? A. Customers will continue to make payments as they do today, to the same Qwest and CenturyLink addresses used today. If there are changes, you’ll be notified.
Q. Will my bill look different? If I have electronic or paperless billing, will there be changes to the site and logins?
A. If you receive a Qwest bill now, the only change will be that you will begin seeing the CenturyLink logo on your bill starting Aug. 8. There are no other changes planned at this time. Electronic and paperless billing websites will feature the new logo as well, but log-ins and features will remain the same. You will be notified if any changes occur at a later time. Q. Can I get out of my (Qwest) agreement early without incurring early termination charges?
A. No, contract/agreements remain in place. If an agreement is broken, contractual early termination charges will be billed.
Q. Can Qwest customers pay their bills or request account changes in CenturyLink retail stores?
A. Once a Qwest customer’s account has been converted to the CenturyLink billing system, Qwest customers will be able to pay their bills or request account changes in any CenturyLink store or payment location.
Q. Can CenturyLink customers pay their bills or request account changes in Qwest retail stores?
A. CenturyLink customers will be able to pay their bills in Qwest stores after the states in which those Qwest stores are located are converted to CenturyLink billing system.
Q. Will the same services be available in all retail stores? A. Most services will be available that are available today.
Q. What is the difference between a Retail location, a Local Point of Presence (LPOP) location, and a Kiosk?
A. These three terms describe a different store format.
Retail: Both Qwest and CenturyLink have retail locations (or “inlines”). These are typically located at in-line shopping centers or in traditional retail strip centers or LifeStyle Centers. A few are located in company owned buildings. They all have interactive displays where our customers can test drive our products.
Local Points of Presence (LPOP): These local points of presence within a community are referred to simply as LPOP’s. These smaller format locations are currently found in CenturyLink territories and are maintained only in company owned buildings. These are full service locations (sales and service) but generally are much smaller and may not have all the interactive displays available at a traditional retail location.
Kiosk: Located in local malls within the Qwest territories, these kiosk sites allow us to take advantage of high traffic areas to reach current and new customers. Kiosks are full service locations (sales and service) and generally have all the interactive displays found in these retail locations.
Q. Will there be a change in store hours?
A. We continually evaluate our operating hours to determine the best approach, and we'll provide updates if there are any changes.
Q. When will the CenturyLink name and brand become visible in Qwest markets? A. It will take several months to fully implement the CenturyLink brand on vehicles, uniforms and signage across the Qwest markets. However, customers will begin to see transitional branding, using both the CenturyLink and Qwest brands, within the next several weeks. Q. What does the name CenturyLink mean?
A. The word “Century” communicates strength, tradition and performance for the 21st century.
The word “Link” taps into our customers’ aspirations to connect with each other, to access information and to link to the entire country and beyond. Together, “CenturyLink” represents a hopeful, energetic, name that is linking the country, connecting people and creating
opportunities.
Q. What does the CenturyLink logo represent?
A. The CenturyLink logo reflects the connections we make through interlinking “pathways” that offer our customers access to opportunities and possibilities. The pathways suggest progress and choice for individuals and businesses to connect locally, nationally and beyond to the
information and entertainment they want.
The color green connotes growth. The two tones of green represent different landscapes, connecting the diverse and unique communities we serve.
Q. Is CenturyLink a foreign corporation?
A. No. CenturyLink is incorporated under the laws of the State of Louisiana and is headquartered in Monroe, Louisiana.
Q. Do Qwest customers need to make their checks payable to CenturyLink starting in June?
A. We encourage customers to begin making their payments out to CenturyLink, but payments made out to Qwest will still be accepted.
Q. Do customers need to make any other changes? A. No.
Q. Will CenturyLink or Qwest customer service numbers or e-mail addresses change? A. No. All your methods of contacting the company will remain the same. If any changes occur later, we will make sure you are informed.
