CenturyLink customer service guide

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CenturyLink troubleshooting and quick help guides

You may be able to resolve some account and service issues without having to contact CenturyLink customer service or technical support. 

Troubleshooting CenturyLink internet issues

You can troubleshoot CenturyLink internet and home phone issues from the CenturyLink troubleshooting page. Enter your account or billing phone number and billing ZIP code, then click Run Test to troubleshoot any issues. The page also offers quick ways to troubleshoot and identify common problems.

Resetting your CenturyLink internet router

The easiest and quickest way to reset a router is to unplug from the power source, wait 15 seconds and plug it back in. While the device is unplugged, check other connections, such as the wire connecting the modem and router if you have two separate devices. 

Once power is restored to the router, wait a few minutes for it to reboot. If all lights on the router are green, and not blinking, your router has established a connection. If you notice blinking, yellow or red lights, contact tech support to further troubleshoot the issue.

Managing your monthly CenturyLink internet data use

CenturyLink applies an Excessive Use Policy to most internet plans, advising users to adhere to a 1 TB/mo. data limit. That’s actually a lot of data, more than the average household will use in a month, but when streaming HD and 4K video or connecting multiple devices, it is possible to use 1 TB of data in a month.

CenturyLink does not currently charge fees for data overages, but anyone in violation may receive an email or written notification. Repeat overages could be considered a violation of the CenturyLink internet service Terms and Conditions and result in service disruptions. To avoid violating the CenturyLink Excessive Use Policy, consider these ways to manage your monthly data usage.

How do you change your CenturyLink Wi-Fi password?

• Make sure your device is connected to your modem, then open a web browser and go to http://192.168.0.1. 
• Log into your modem with your Admin username and password, which should be on the side of your modem. 
• Select Wireless Setup, then 2.4 GHz. 
• Click on Wireless Security, select the name of your SSID and then choose what type of security you want. 
• Select Both for encryption type and then Custom for the key/passphrase. There, you can customize your Wi-Fi password. 
• Select Apply to save your updated password.

Checking for and reporting CenturyLink service outages

While CenturyLink takes pride in offering customers reliable service, outages can be an unavoidable occurrence from time to time. 

If your CenturyLink service isn’t working, first try to troubleshoot the problem yourself. In many cases, resetting the equipment can resolve the issue. 

When initial rebooting/troubleshooting doesn’t work, you can check the CenturyLink social media pages for any alerts or updates regarding service outages. You can also enter your account information and ZIP code on the CenturyLink troubleshooting page to check for service outages in your area.

To report a CenturyLink internet, home phone or TV service outage in your area, call the CenturyLink tech support number for your service type at any time.