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Guidance Center

Find the information you need to set up, use, troubleshoot or fix issues with your CenturyLink services and features.

No Internet Connection?

If your internet connection has stopped working, give these simple steps a try.

  1. Restart (reboot) your modem.

    Unplug your modem's power cord for at least 20 seconds and then plug it back in again. Wait 2 minutes for the modem to finish its restart before checking the modem lights.

  2. Check the lights on your modem.

    In general, when everything is working correctly the modem lights should look like:

    • Power light: green (solid)
    • DSL light: green (solid)
    • Internet (INT) light: green (flashing)
    • Wireless light: green (flashing), if you have wireless capabilities
    • Ethernet light: green (flashing), if you are connected by an Ethernet cable

    Lights don't look right? Learn what to do when the modem lights aren't the right color.

  3. Restart (reboot) your computer or device.

    Power off and restart your computer or device connecting to your modem. Wait at least 2 minutes before trying to connect to the internet. This gives the computer or device the time it needs to reconnect to the modem.

Didn't fix the problem? Try Service Troubleshooter to test your service.

Antivirus and Internet Security

Safety first! Included with your internet service is CenturyLink@Ease™ — a suite of backup, security and computer support services. However, the specific software products included vary depending on your subscription level.

Installing and activating security software

Antivirus and security product downloads, including the Norton security offering, must be accessed through the CenturyLink Installer and vary based your CenturyLink@Ease™ subscription.

Has your computer been acting funny lately? Maybe it's sick.

Keep your computer healthy with a variety of PC Services, including FREE unlimited PC diagnostic and security scans.

Empower yourself! Awareness and knowledge is your first line of defense.

Have a more enjoyable internet experience by learning about the potential risks of being online, and how to avoid them.

Wireless (Wi-Fi) Connection

Newer CenturyLink modems have a built-in wireless router. This is the easiest way to connect your wireless capable devices and gadgets to the internet. As you get started using this great feature, if you need help along the way, you may find these topics useful:

Don't know or remember your wireless network information?

If you are trying to connect your smartphone, tablet or printer to your wireless network, then you'll find your default network name (SSID or ESSID) and network password (KEY or PASSPHRASE) listed on the sticker on the bottom of your modem.

Did you know?

You can change your wireless network password to pretty much whatever you want.

Your modem's default wireless password is often a long complex string of letters and numbers - and honestly who can remember that?

Having problems with your wireless connection?

It's not connecting, it keeps dropping, the signal is weak, or maybe it's slow. We don't want you to be frustrated by these common wireless problems. Get back up and running smoothly by starting here.

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