We understand that while consumers want protection from unwanted or illegal robocalls, consumers also need assurance that legitimate calls are able to get through. Lumen provides tools that some of our customers choose to use to help them decide whether or not to answer phone calls or to block or screen calls that may be unwanted, annoying or fraudulent. Other than these tools that our customers choose to use, Lumen does not currently block or label calls based upon algorithm‑based analytics or caller ID authentication information.

Additionally, other third‑party services are also available in the marketplace to block or screen calls. Lumen is committed to mitigating the harm of illegal robocalls and to helping consumers and calling parties address concerns about erroneous call blocking or labeling. If you are experiencing call blocking or inaccurate labeling by a non‑Lumen voice service provider, please refer to the Call Labeling and Blocking Points of Contact.

Q: I received a spam call from a phone number. Why wasn’t it blocked or marked as spam?

A: Currently, Lumen does not rely upon algorithm‑based analytics to either block or label calls. Learn more about our Spam Protection Solutions.

Q: What should I do if my phone number has been mistakenly categorized as spam and was blocked?

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Q: My business makes legitimate calls but they have been mistakenly categorized as spam and were blocked. What should I do?

A: Lumen performs Do‑Not‑Originate (“DNO”) blocks on calling numbers confirmed to be associated with illegal calling campaigns and prohibited pursuant to Lumen’s terms of use. Aside from these instances, Lumen provides call blocking and screening services that are exclusively controlled by its customers and not by algorithm‑based analytics or caller ID authentication information. Customers are free to decide whether to utilize these blocking and screening services, and Lumen is unable to modify the blocking or screening choices made by its customers. At this time, Lumen does not provide call labeling services to its customers.

Q: Are there any resources available about what Lumen is doing?

A: Here are our Robocalling Initiative FAQs

Q: What is the best way to contact you regarding an issue I am having with call blocking?

A: Please submit the form below.