North Carolina

As a result of this merger, CenturyLink will be migrating to a new billing platform in order to create bills that are easier to read and understand and create greater efficiencies overall. Please note that the Frequently Asked Questions below apply only to your local services bill and do not impact bills for customer premise equipment or Embarq Long Distance services.

Billing Statement Presentation & Format

Will there be any changes in the way the local billing statement looks or from whom it will be sent?: Yes, once the system migration has been completed, your current billing statement format will change. The Biller information will be from CenturyLink, and the remit address will change as well. To view an example of the new billing format, click here.
Will my billing account number change?: Yes. Previously, as a customer, you were assigned a 13 digit account number directly tied to the account Billing Telephone Number (BTN). Going forward, each billing account will be assigned a 9-digit Billing Account Number (BAN). Please be sure to make note of your new Account Number upon receipt of the CenturyLink invoice. You can also look up your new BAN when you manage your account online.
Will I be able to continue to receive my bill in a CB105 format?: Yes, once the system migration has been completed, the new billing platform will be able to provide the CB105 (a.k.a. "Bell South" or "Club") billing extract file. However, there will be differences since the information is coming from a new system. There is also a new way to access your CB105 files. To view the new CB105 information, click here.
Will I be able to continue to receive my bill in an EDI 811 format?: Yes, the EDI 811 bill format will continue to be supported through the new billing platform although the layout will change somewhat because it is coming from a new billing system. Once the billing migration has occurred, options for receiving your EDI 811 will be: Connect Direct and Secured FTP (File Transfer Protocol). For additional information on the layout changes, click here.
If I currently receive my bill through an alternative format in lieu of a hard copy, will that continue once the billing migration has occurred?: Once the billing migration has occurred, options for receiving your bill image file will change. Billing by CD ROM will not be systematically supported. You can access bill copies via CenturyLink's online billing platform at www.centurylink.com/myaccount.
If I currently receive one bill for all my business locations within my state, will I continue to receive one bill?: Yes, if you have multiple locations within one state and you have requested to receive one bill for all locations, you will continue to receive only one bill. If you receive multiple bills within a state, you will continue to receive multiple bills within a state.
If I have business locations both within and outside the State of North Carolina, will all my accounts be migrated to a new platform at the same time?: We migrate our customer accounts on a state-by-state basis. Site locations within converted states will receive their billing on the new format while accounts outside of converted states will continue to receive the existing billing format until the entire migration is complete.
If my company has business locations both within and outside the State of North Carolina, how will that impact my billing?: Your company will continue to receive multiple bill formats from multiple states until either a) all the states where you receive local service bills from us are converted to the new system or b) the entire migration is completed. Any business location, including all corresponding Business Telephone Numbers (BTNs), within the State of North Carolina will appear on bill(s) from the new system. All other business locations outside of the states of North Carolina and Ohio (converted in 2009) will continue to appear on completely separate bill(s) as they do today.
Will I be able to continue to group charges associated with specific telephone numbers together in order to create subtotals on the invoice?: Yes, you will be able to continue to group telephone numbers together to create subtotals on your bill. We will continue to support up to three levels of subtotaling. However, there will be a change in the appearance of the subtotals. For additional information, please consult with your Account Manager if you have questions.

Billing Processes

Will there be any changes in the way I currently pay my bill via credit card or bank draft?: If your business account is currently paid via automatic, scheduled credit card or bank draft payments, please note that your corresponding statement will reflect "CenturyLink" once the billing migration has been completed. Additionally, if you previously selected a specific payment date, we unfortunately will not be able to maintain that same date going forward.
What if I would like to begin paying my monthly bills via credit card or bank draft after the billing conversion has taken place? Or if I need to change the financial institution from where I currently pay my monthly bill?: Once the billing conversion has taken place, if you would like to sign up for auto pay or bank draft you will need to complete the "Monthly Autopay Authorization" section on the remittance portion of your monthly invoice. For auto pay via bank draft from a checking account, you will need to include a voided check if you are not paying that month's invoice via check. For auto pay via bank draft from a savings account, you will need to include a voided deposit slip with your statement. If paying your monthly invoice via credit or debit card, please login to your account online for more information.
Will the bill remittance address change?: Yes, once the billing migration is completed, you will begin receiving a new bill with the CenturyLink name. The new remit address will be on your CenturyLink bill. To avoid your payment being delayed, please use the new remittance address.

Online Bill Pay

Will there be any changes to the way a customer accesses online billing?: The customer will continue to logon at www.centurylink.com/myaccount just like they do today. Prior to the billing conversion, customers can still access MyAccount with their CRB account number. After conversion the account number will convert to the 9-digit Billing Account Number. Customers who sign up for AutoPay after conversion will use the new 9-digit account number.
Will my online billing capabilities change once the system migration has occurred?: There will be some slight changes to your online capabilities. When you login to My Account your new BAN (Billing Account Number) will be automatically registered, for existing customers only Interactive Invoices, PDFs and reporting will all be available with the newly formatted invoice. Historical invoices will only be available in PDF format.
What if I have site locations both within and outside the State of North Carolina?: All accounts (legacy CenturyTel and legacy EMBARQ) can be managed by one login at www.centurylink.com.
What if I would like to reference previous billing information once the system migration has been completed?: You will be able to access up to 18 months of historical account and billing information online in PDF format.
If I currently receive paperless billing from CenturyLink, is there anything I need to do for that to continue once the migration has occurred?: If you are currently receiving paperless billing from CenturyLink, you will continue to receive paperless billing from CenturyLink and will receive an email notification that your bill is ready to view. If you are already registered, you won't need to re-register.

Billing Discounts, Promotions & Credits

What if I am expecting a billing credit or discount to my account after the billing migration has taken place that would have been given at pre-determined intervals on the old system?: Any pending credits or discounts that you are owed will be processed at the time of conversion rather than at the date previously indicated.
What if I am expecting a billing credit or adjustment that would have appeared on my next bill from the old system?: Any pending credits or adjustments that you are owed will be transferred and processed at the time of conversion.
If I have multiple types of credits or discounts reflected on my monthly bill, how will they be reflected in the new billing platform?: While your current credits or discounts will transfer to the new billing platform, they may be presented differently than in the past. Specific types of credits or discounts that typically appear as a line item format will instead be reflected as an aggregate amount.

Account Information

Will there be any changes to the way I submit my trouble tickets?

Depending on the type of service or product you currently receive, trouble tickets will be handled in two different ways. If you are a customer who currently receives a separate bill for customer premise equipment purchases, installation and repair work on equipment, and/or maintenance agreements, you will continue to be able to access the on-line trouble reporting portal for those services.

If you are a customer with only local and/or long distance services, you will no longer have online access to moves/adds/changes; order status; or trouble ticket entry, status and history. You will need to contact customer service to submit a trouble ticket, check order or trouble tickets status and history. These will now be handled by your assigned service representative. If you have any questions or concerns regarding this change, please contact your Account Manager.

Are there any changes to the credit policy of the new combined company?

Yes, if you are a new or existing customer purchasing new services or equipment, you will be required to adhere to the new credit policy. If you have any questions or concerns regarding this change, please contact your customer service representative.

Will I be able to continue to find support materials online for my legacy Embarq products?

Product manuals and some supporting information will continue to be available online. However, for North Carolina migrated accounts, you will no longer be able to determine specific pricing or product availability online. Please contact your Account Manager for this information.