Readiness support: Select a due date and communicate changes

Use this page to understand how to select a due date/delivery date (also known as your desired due date or DDD) for your service and to how to communicate changes to that date. The information below represents our standard policy unless otherwise stated in your master service agreement (MSA). Learn more about when your billing starts and how to prepare for us to install your service.

At the start of your order, help us understand what date you would like us to deliver your service. That’s the earliest date when you would be ready to accept services. We will attempt to deliver as close as possible to this date.
 

• If you have a firm date (e.g., you can't accept services until funding becomes available on January 1), you should request that as your DDD. We will not deliver or bill you for services before that date.
  
  
• If you can accept services as soon as possible but don’t want to pay extra, please indicate that your DDD is at our earliest convenience (earliest capability date). We will deliver services as soon as they are ready. Note that if you select this option, we cannot change the due date in the future.
  
  
• If you need services as soon as possible, be sure to mention “expedite” along with the earliest date you can accept service. A Lumen employee will explain how this fee‑for‑service offering can compress delivery timeframes, and you can choose to add an expedite at that time.

As we work to deliver your service, we understand that your needs may change. We are committed to working with you (with some limitations) up to a point of no return. An order reaches the "point of no return" when we have begun to incur non‑recoverable expenses on your behalf.
 

• If you contact us to change the delivery date before the point of no return, we will accept the request with some limitations and restrictions.
  
  
• If you contact us to change the delivery date after the point of no return, you can either accept billing for the service on the current delivery date or cancel the order.
  
  
• If your delay prevents us from installing your service (e.g., you do not provide access to your facility or space/power as needed), we will begin charging you for the service in a process called “Customer not Ready”.
  
  
• If we are able to deliver services before your requested date, we may contact to ask whether you are willing to accept services early. You are under no obligation to accept earlier than your DDD.

If you have questions or want to understand how these terms apply to your order, contact your Lumen customer care manager. (You can find the customer care manager by viewing order information within Control Center.)