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Lumen help

Canceling an order for Fiber+ Internet

Using Control Center, you can cancel an order for Lumen® Fiber+ Internet. You can cancel service for a single location on an order or cancel an entire order. If you have an active service and no longer need it, you can create an order to disconnect the service.

To cancel an order for Fiber+ Internet:

  1. Click Services.

    Control Center shows the Services console. Use the console to access an inventory of your services, check the status of orders, and manage your services.
Services console
  1. In the Order Status box, click View.

    Control Center shows all open orders and those completed in the past 90 days and lists status of each order in the Status column. If an order has child orders, a plus icon (    ) appears to the left of the order number.

    • Pending—we priced and designed a solution and you accepted it. We’re working on the final details of the order so our team can submit your order.
    • Submitted—we submitted your order and are getting credit approval. Once your credit is approved, we will assign a customer care manager to work on your order (depending on the service you purchased).
    • In Progress—we’re working on building and testing your service. As progress continues, we’ll email you to let you know the status. If you have questions about your order, contact the customer care manager listed on your order.
    • Cancelled—we canceled your order and your service(s). No further progress will be made. For questions concerning the cancellation, contact the customer care manager listed on your order.
    • Complete—we completed your order and your service(s) is ready for you to use and manage. We’ve also started billing you for this service.
Order Status
  1. Search for the order in one of these ways:

    • Start typing details for the order (e.g., the product name, location, or order ID). Control Center filters the list of orders as you type.

    • Filter your services by selecting an option from the Status (status of the order) or Past 90 Days (when the order was submitted) lists.

    • To filter your orders based on a specific value, select an attribute from the Advanced Filters icon (), click the section(s) you want to filter by, type your filter criteria, then click Apply.
  1. When you find the order you want to change, click the hyperlink in the Order Number column.

    Control Center shows details for the order you selected.
  1. Click MANAGE ORDER.
Configure (showing existing Fiber+ Internet)
  1. Do one of the following:

    • To cancel the entire order, click Cancel Entire Order (in the Order Summary box on the right), then click Yes in the confirmation window.

    • To cancel the order for a location on the order, click Cancel Order under the location (in the Order Summary box on the right), then click Yes in the confirmation window..