Level3.com Disconnect Form Job Aid
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
1.1 Introduction
The disconnect URL form located on the www.Level3.com website enables customers to use a standardized format to submit disconnects regardless of the legacy company the service belongs to. This standardized process is to be used for CUSTOMER INITIATED disconnects only. The form should not be used for the following exceptions: Enhanced Local, Local InBound or Vyvx service disconnect requests (these follow business as usual disconnect processes). Disconnects as related to a service change (Upgrade, Downgrade and Hot cut scenarios will continue to be driven and managed by CPMs).
1.2 Navigating to the Disconnect Form
The customer navigates to www.level3.com “Customer Center” “Disconnects/Cancels” “Disconnect Request Form” (to the right and middle of the webpage) The direct link to the form is: http://www.level3.com/disco/disco.html
1.3 Filling Out the Disconnect Form
The Disconnect Form is designed to inform the customer of information or processes needed depending on the information provided. For example, certain voice products being disconnected may require more information. If customers are missing any information, or do not have it, they can enter “N/A” in the field. However, not providing all the information may result in further contact or may cause delays.
A Job Aid is provided on the URL form. Customers can link to this document for support.
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
Porting – If this is a port out request, or a disconnect related to a port out request, this disconnect form
should NOT be filled out. The winning carrier should submit the request to LNPportouts@Level3.com.
Company Name – Put the company name. Billing Account Number – Provide the billing account number the service bills on. Customer Account Number – Put the company name. Primary Contact Information – Fill out these fields with desired contact information.
NOTE – users can put MULTIPLE email addresses in the “Primary Contact Email” field by separating each email address with a semi-colon (;). Each one of these email addresses will be used in communication of confirmations, questions, etc.
Service IDs – type service id(s) in the free form text box. If there is not enough room, the user can
attach a spreadsheet at the bottom of the Disconnect Form page.
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
Service Type – Voice, Data or Both. If the user chooses “Voice” then the disconnect form will
request additional information. Filling this additional information out as accurately as possible prevents later customer contact for additional information. Voice Example:
Data Example:
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
Requested Date of Disconnection – Use the “SELECT” link to pick the date. Note disconnects require a 30 day written notice. If the user requests a disconnect BEFORE the 30 days, Level 3 will make every effort to disconnect on that date, however, Level 3 will bill the service 30 days from written request.
Customer Reason for Disconnect – Pick the appropriate reason from the drop down. General Notes – Enter special instructions, additional information, etc. Service Address (A/Z LOC) – Enter the physical address of the service. Trunk group CLLI – typically identified for a former Broadwing product. Full or Partial Disconnect – typically a former Broadwing Voice and Telcove product.
Full Disconnect: A full disconnect means every service id and every service related to that service id will be disconnected from the respective account. Partial Disconnect: A partial disconnect means that only a service id is disconnected while other linked services to that service id are to remain active.
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
Attachments – customer can add up to three attachments. This is useful for larger disconnect requests
when the service id field may not be large enough to paste in the services to be disconnects.
Submit – Once the form is filled out, hit “submit” ONLY ONCE.
Please read the above section carefully and follow the instructions for supplements to the original disconnect (pushing the disconnect out to a later date) or a Disconnect CANCEL (cancelling the disconnect in order to keep the services).
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
1.4 Submission of the Disconnect Request
Once the user hits “submit” on the form, the submitter should see the following:
This form contains the information that was submitted. If the submitter does NOT see this, check to see if the email address is correct. If it is correct then try resubmitting the request. If this fails, please email disconnects@level3.com.
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
1.5 Post-Submission of the Disconnect Request
First Contact – auto-generated email from disconnects@level3.com sent to all of the email addresses
on the “Primary Contact Email” field. Upon successful submission of the disconnect request, the email addresses used in the “primary contact email” field (see page 2) will then receive an email confirmation from disconnects@level3.com. The email will look similar to this:
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
Second Contact – email from disconnects@level3.com that will contain the Ticket Number of the
disconnect order. The ticket number is a key piece of information when referring to the particular disconnect. Should the customer want to extend the date of an existing disconnect (supp) or want to cancel their disconnect, they must email disconnects@level3.com including this ticket number. Below is an example email.
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.
Level 3 Communications, Inc
Third and Final Contact – email from disconnects@level3.com that will contain the Disconnect
Order Number, Bill Stop Date, Services being disconnected and any Early Term Liability (if applicable). This email is sent to both the email contact provided and the sales team. Below is an example email.
1.6 Supp’ing and Canceling a Disconnect
In some instances, a “SUPP” (moving a disconnect date further into the future) or a “CANCEL” (cancelling a previous disconnect request) need to happen. In such cases, email disconnects@level3.com to request this. At minimum, put “SUPP” or “CANCEL” in the subject line of the email and include the ticket # of the disconnect. Ideally, reply with the last contact email you received from the disconnect group. This will provide all the necessary information to attempt the cancel or supp.
1.7 Requesting Status on a Disconnect
Users can request status on disconnects be emailing disconnects@level3.com. Again, providing ticket numbers or using emails sent from disconnects@level3.com will allow quick research for providing status.
Notwithstanding the submission of the disconnect form, all other terms and conditions of the agreement governing the services that they entered into with Level 3 remain in force.