Help Page

We do not have access to any LUMEN / CenturyLink systems OR your personal information. For a list of contacts for LUMEN Retiree Benefits, see below, or go to… LUMEN Retiree Benefits: https://www.lumenbenefits.com/ret-status-lndg.html

– QUICK LINKS TO LUMEN BENEFITS –

* LUMEN HEALTH and LIFE SERVICE CENTERS * (Businessolver) — (Click to Expand or Close)
* Phone numbers and voice menu for both Service Centers.
  • For questions related to ALL OTHER BENEFITS, call: (800) 729-7526
  • For the full Voice Menu, including options, click here HERE
HR CONNECT: For help on any subject not covered in the links above, like, “when can I get my retirement”, “where’s my 1099”, or anything else. —— (Click to Expand or Close)

Depending on your personal situation, you may need to provide more or less information when contacting HR Connect.  Just keep in mind that more information is better when asking them for help.

“Thank you for contacting Lumen HR Delivery Services! Please have the employee log a ticket by emailing HRConnect@Lumen.com.

“They should include the following information for validation purposes: Fields (below) with (*) are required. We will not be able to fulfill your request unless this information is provided and verifiable. To expedite your request, please be as accurate and specific as possible.”

  • Full Specific Details of your issue.
  • The company you retired from
  • FULL LEGAL NAME (at time of employment):
  • Last 4 of SSN: *Birth Month and Date (MM/DD):
  • Name of Most Recent Supervisor:
  • Last day worked (if known):
  • Personnel Number (if known):
  • Contact Number:
  • Current Address:
  • Former Address:
  • Attach copy of a voided check to the account(s) you wish to update your banking information.
WHAT TO DO WHEN A RETIREE DIES —— (Click to Expand or Close)

This document contains information we hope never to need, but it’s a must have for when that time comes. It’s also another tool for preparing end of life documents. – https://ctlretirees.org/wp-content/uploads/2026/01/What-to-do-when-a-retiree-dies_Dec-2025.pdf

PENSION CENTERS —— (Click to Expand or Close)

LUMEN Pension Service Center (Willis Towers Watson) Call: (888) 324-0689 or  https://lumenpension.ehr.com/account/login

CenturyLink Combined Pension Plan – Embarq Pension Component – https://www.lumenbenefits.com/plan-docs.html#pensionshttps://www.lumenbenefits.com/plan-docs.html#pensionshttps://www.lumenbenefits.com/plan-docs.html#pensionshttps://www.lumenbenefits.com/plan-docs.html#pensions

Athene Annuity: (877) 813-4240

Brightspeed Pension Service Center: (844)-516-7870 or https://brightspeed.ehr.com/Account/LogOn?ReturnUrl=%2f

Mission Square: (800) 669-7400 or https://www.missionsq.org/about-us/contact-us.html

CONCESSIONS INFORMATION —— (Click to Expand or Close)

LUMEN – Mass Markets Employee Concessions Policy – Active Employees, Retirees and Managers – https://www.lumenbenefits.com/pdf/002116.pdf

For NEW Concessions

Another Option – Email: emp.disc@Centurylink.com State your question or issue with as much detail as you can provide, and ask them to get back to you.

By Kathleen Ells

For retirees with a CenturyLink landline or internet account, here is some helpful information regarding concession billing and customer service.

Your online bill may list the customer service number 1-800-244-1111. If you call this number, you may be connected with a representative outside the United States. If you mention that you have a concession account, the representative may see that your account is tagged as an “Employee Account” and may direct you to a specialized team at 1-866-602-9376.

This is what happened when I used the chat feature on the CenturyLink billing website. After calling the 866 number, I reached a representative named Otto in Guatemala who was familiar with concession billing. He was able to remove a $6 late fee from my bill, which had resulted from a billing error that affected some retirees earlier this year.

However, I still recommend contacting the Solutions Team at 1-800-577-4049 whenever possible. They are U.S.-based CenturyLink representatives who can assist with concession accounts, internet service, billing questions, and related issues.

For retirees who want more information about concession accounts:

  • Visit the Service Centers homepage and select Benefit Information. (Direct link to the Businessolver website – https://www4.benefitsolver.com/benefits/BenefitSolverView)
  • There you can find information about concession benefits and eligibility.
  • You can also access a Concession Form if you believe your concession benefit is missing from your account.

I remember that during the billing issues in 2023, a representative from the Omaha Order Writing Department assured me that “No one loses their concession.”

If you believe your bill amount is incorrect, call 1-800-577-4049. The representative can verify whether your concession benefit is attached to your account. If it is missing, they can submit the necessary form to have the concession reviewed and restored.

Also, if you continue reading the Benefit Information page, you will see the statement:

“Products and services may vary based on the service location of the primary residence.”

This helps explain why concession billing amounts may differ from one retiree to another.

Another Option – Email: emp.disc@Centurylink.com State your question or issue with as much detail as you can provide, and ask them to get back to you.

AWARD LETTER / BENEFIT VERIFICATION LETTER / PROOF OF INCOME LETTER —— (Click to Expand or Close)

Directions for the Retiree: Logon to the LUMEN Pension Center: https://lumenpension.ehr.com/
1) Scroll down and click on the link “Verification Letter”
2) Scroll down and click on the link “Payment Verification Letter”
3) Save or print out the letter that opens.

TROUBLESHOOTER – For phone and internet service —— (Click to Expand or Close)

Check for outages, test your service, and make a repair appointment. https://dssr.centurylink.com/digicustcare/sts

CenturyLink – Get help with an unresolved issue —— (Click to Expand or Close)

Customer Success & Advocacy – https://www.centurylink.com/home/help/contact/unresolved-issue.html

LUMEN Medicare Advantage Plan + Dental (MAPD+D) —— (Click to Expand or Close)

For Retiree questions on the United Healthcare MAPD+D Advantage plan call (844) 588-5873

MEDICARE HELP and INFORMATION —— (Click to Expand or Close)

Medicare Costs in 2026: https://ctlretirees.org/wp-content/uploads/2026/02/Medicare-Costs-in-2026.pdf

Reimbursements for Medicare Premiums and other Health Care Costs: https://ctlretirees.org/wp-content/uploads/2026/02/Reimbursements-for-Medicare-Premiums-and-other-Health-Care-Costs.pdf

What Is a SHIP and How Can It Help Me?

SHIP councelors for your state

American University Radio – UNTANGLING THE MULTIPLE PARTS OF MEDICARE

National Retiree Legislative Network – Useful Links For Retirees: https://nrln.org/Blog/useful-links/

US WEST/QWEST retirees and wannabes – If you have access to Facebook this is a great resource for crowdsourcing your questions – https://www.facebook.com/groups/255603593469.

You can find other retiree organizations which may be more appropriate to your situation or location on the Bell System Memorial page: https://memorial.bellsystem.com/
* Scroll down and click on “Retiree Information”