Ohio
CenturyTel and EMBARQ are excited to announce they have merged. Please check back for important information. We will continue to communicate changes as they take place and are committed to making the transition smooth and simple. We appreciate your business and look forward to serving you in the future as CenturyLink.
Billing
- How will EMBARQ customers know when they will begin receiving a new bill?
- EMBARQ customers will be notified well in advance of the billing transition through normal customer communication channels such as bill messages, bill inserts, email, voice mail, phone calls, etc. However, all customer bills (for both companies) will begin using the CenturyLink logo once the brand is launched in mid-to-late October.
- Will EMBARQ customers' billing cycles change once they are transitioned to the CenturyTel billing system?
- No. EMBARQ customers will keep the same monthly billing period.
- Can customers select their billing cycle and payment due date?
- No. A customer's billing cycle is automatically assigned.
- What if a customer receives their EMBARQ bill online?
- EMBARQ customers who subscribe to paperless billing today will continue to be paperless once they are converted to the (former) CenturyTel billing system.
- Does an EMBARQ customer who uses recurring payment need to sign up again once they are converted to the CenturyTel billing system?
- No. Once the customer's account is converted to the new billing system, customers set up for recurring payments (ACH bank draft or Debit/Credit card) will not have to re-enroll, but will see CenturyLink's name as the payee listed on their bank or credit card statements.
- Will EMBARQ customers have access to interactive billing once they are converted to CenturyTel's billing system?
- Residential customers will not have interactive billing. Medium and large business customers and stand-alone equipment customers will have interactive billing.
- Will EMBARQ customers have access to historical pre-conversion bills?
- Yes, EMBARQ customers will have access to historical pre-conversion bills online for 18 months after they are converted to CenturyTel's billing system.
- Will EMBARQ customers continue to receive Braille and/or large print invoices once they are converted to the CenturyTel billing system?
- Yes. If an EMBARQ customer receives a Braille or large print bill today, no action is required to continue receiving invoices in Braille or large print once converted to the (former) CenturyTel billing system.
- What about other fees and surcharges, will they change for EMBARQ customers as a result of this merger?
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There are no planned changes to fees and surcharges as a result of the merger. However, some fees and surcharges may change as they normally would. For example, the federal universal service fund (USF) surcharge is not set by the companies, and is reviewed (and could change) annually.
Additionally, some fees and surcharges may be presented differently on the new bill.
- Who will customers make their checks out to once the merger closes?
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There were no changes for customers immediately following completion of the merger. Over time, EMBARQ customers will be transitioned to the (former) CenturyTel billing and customer care system.
Once the new brand is launched in mid-to-late October, all customers can begin making their checks payable to CenturyLink. EMBARQ customers in Ohio are scheduled to begin receiving a newly formatted bill in late October. This bill will use the new CenturyLink logo. Once converted to the new billing system, customers will send their payment to P.O. Box 4300, Carol Stream, IL 60197-4300.
- Will EMBARQ customers use the same login information at CenturyTel My Account as they did at Embarq.com?
- No. Once EMBARQ customers are converted to the (former) CenturyTel billing system, they will be assigned a new account number. This information will need to be used to log in to CenturyTel's My Account.
- What about customers who use their bank's online bill pay or another online bill pay service?
- Once EMBARQ customers are transitioned to the (former) CenturyTel billing system, they will send their payment to a different address: P.O. Box 4300, Carol Stream, IL 60197-4300. They will need to make this change in their bank's or other online bill payment system at that time.
- Will EMBARQ customers continue to receive Spanish invoices?
- The (former) CenturyTel billing system does not currently provide a Spanish invoice. However, we are evaluating the feasibility of doing so. EMBARQ customers who receive a Spanish bill (first page) will receive a Spanish version of the How To Read Your Bill brochure either in the mail or in their first bill once converted to the CenturyTel billing system.
Customer Service & Services
- Will customer service numbers change for EMBARQ customers?
- We are not planning changes at this time. If there are any changes in the future, customers will be notified in advance.
- Will customer embarqmail email addresses change once they are converted to CenturyTel's billing system?
- No. Customers' embarqmail email addresses will stay the same. If there are any changes in the future, customers will be notified in advance.
- Will new customers get a CenturyLink email address?
- Yes. A new customer who signs up for service will receive a CenturyLink email address.
- Will EMBARQ customers still be able to manage their voicemail online?
- Yes.
- Will customers still be able to access their email account?
- Yes.
- Will EMBARQ customers keep their 13-digit account number or will it change?
- EMBARQ customers will keep their current account number until they are transitioned to the (former) CenturyTel billing and customer care system. Once this transition takes place, customers will be assigned a new 9-digit account number which will be printed on their bill.
- Will anything change with customers' phone numbers or local service?
- No.
- Will anything change with customers' long distance service?
- Long distance rates and plans are not changing as a result of the merger. There could be some billing format differences once EMBARQ customers are converted to the (former) CenturyTel billing system.
- Will anything change with customers' high-speed Internet?
- No.
- Will anything change with customers' DISH service?
- No.
- Will the amount customers pay for services change?
- No. There are no rate changes planned as part of this merger. If there are any changes in the future, customers will be notified in advance. However, some prices increases may take place that were already planned pre-merger.
- If a customer does not want to use the new company for High-Speed Internet service, can they cancel it without a termination fee?
- Customers can terminate any of their services at any time. However, current EMBARQ and CenturyTel termination fees and terms and conditions apply.
- Will customers continue to receive their bundled discounts?
- Yes. If an EMBARQ customer signed up for a bundle or other services at a discount, those discounts will continue until the obligation is met. However, once converted to the (former) CenturyTel billing system, the discounts will be issued for consecutive months instead of spread out over several months.
- Will the new company have a referral program?
- That decision has not yet been made. However, all current EMBARQ and CenturyTel customer referral programs will continue to be honored until a determination and/or standardization is finalized.
- How does this affect the promotions EMBARQ customers are currently receiving?
- All current promotions both companies are offering will continue to be honored.
- What is the difference in product and service offerings between the two companies?
- Both CenturyTel and EMBARQ offer many similar services. The combined company will be even more competitive, with significantly increased scale and strategic strength. As we integrate, our focus is to continue providing customers with a broad range of products and services.
- Will customers' static IP addresses change as a result of the merger?
- No.
- Will wireless services be available from either company?
- Both companies are in the process of discontinuing their wireless service. Customers are being informed of this change and have been given a date by which they must select a new provider based on their location.
- Will telephone directory delivery schedules change?
- No. There are no anticipated changes to directory delivery schedules.
