Business support

Get technical support after activation

CenturyLink is committed to making it easy to do business with us and providing you with secure, reliable connections when, where and how you need them. We aim to provide steady, dependable service. When you do encounter an issue, here is what you can do to help us get you back up and running.

Opening and monitoring a repair ticket

Here’s what we’ll need from you:
  • circuit ID, PIID, service ID, FRO ID
  • contact name, phone number, and email for your organization
  • local contact name, phone number, and email
  • site access hours
  • intrusive testing approval
  • description of the problem
  • details of the impact to your organization

What to do:

Open a repair ticket or reason for outage (RFO) request by calling the Repair Center at 877-453-8353 and follow the prompts for the correct product, or create a ticket online. After providing the required input data, you will receive a ticket number so you can track progress. You can get updates by doing on the of the following:
  • checking status in the portal
  • subscribing to email updates for all tickets
  • adding your email address to the ticket
  • calling the Repair Center with the ticket number
  • contacting your CenturyLink representative

Reporting a chronic issue

Here’s what we’ll need from you:
  • circuit ID, PIID, service ID, FRO ID
  • contact name, phone number, and email for your organization
  • local contact name, phone number, and email
  • site access hours
  • detailed history of the problem

What to do:

You can report a chronic problem (usually considered 3 or more tickets within 45 days) by calling 877-453-8353. Chronic reports should be focused on the history of a single circuit ID, PIID, or service ID. CenturyLink handles chronic tickets differently than repair tickets and you should expect a more thorough and lengthy process to analyze the issue. If you have an urgent service outages, submit a repair ticket as well as a chronic ticket.

Support for scheduled maintenance

Here’s what we’ll need from you:
  • GCR number
  • impacted circuit IDs, PIIDs, service IDs
  • contact information for your organization

What to do:

Send your question or request about any CenturyLink scheduled maintenance to Change Management with the GCR number and required support details. You will receive a reply with a ticket number as verification of the request.

You can track progress using the same steps in opening and monitoring a repair ticket (above) or by accessing the portal. Common support tasks include confirming the expected impact of maintenance, requesting the reschedule of maintenance, or requesting special handling during planned service affecting work. Standard service affecting maintenance notification window is 7 days.

Where do you go for more information or details?

If you need additional details about CenturyLink's operational procedures, ask your CenturyLink representative for a copy of our customer handbook. You can also access the CenturyLink portal or you can contact your customer care manager (CCM) or account director for help.

What you should do if you don’t have the necessary input data?

If you don’t know the circuit ID, contact your CCM or account director.

What’s the difference between a verbal and written RFO?

CenturyLink explains the reason for an outage (RFO) when every ticket is closed. Verbal RFOs are available immediately and provide a brief summary explaining the cause uncovered during troubleshooting. Written RFOs are provided on CenturyLink letterhead and include the same information as a verbal RFO, plus an executive summary and the impact time estimate. Upon request, a timeline of events is also available. A written RFO will be provided within approximately 3–5 business days of the time you request it and the repair ticket is resolved and closed.