We no longer support this browser. For an optimal experience, we recommend updating your browser.

Close
Set location by ZIP Code

Look up a ZIP code (USPS)

Enter a valid 5‐digit ZIP code

Fix problems with specific calls

If you're having trouble with some calls from your landline phone try these troubleshooting tips:

Change the phone or time you call
Check your phone settings
Check your calling features
Check for long distance and toll number restrictions

Call from a different phone or at a different time

Calling from a different phone will help you determine if the number you're calling is the problem, or if there is something wrong with your service. If your call is still not connecting when you try from a different phone, the problem is with the number you're trying to reach. In that case, try these next steps:

  • Call at a different time.

  • Add the three-digit area code, or a country code for long distance calls.

  • Follow the instructions in a recorded message. 

Change your phone settings

If you're only having trouble with automated-help line numbers, your phone probably needs to be changed from Pulse to Tone.

Many phones have a P/T switch located on the side, bottom or back of the unit. If you don't see a switch, check your owner's manual.

Check your calling features

Some calling features can block certain calls, especially long distance and toll-number (900) calls. Call Curfew and Dial Lock are two features that can block outgoing calls. You can learn more about calling features that block calls.

Long distance and toll number access

There are some different blocks that could be placed on a line to restrict or prevent long-distance or toll-number (900) calls.

We typically block long distance service on delinquent accounts. Learn more about what happens if your payment is late.

Account codes are used to prevent unauthorized persons from making long distance calls. This type of restriction is most commonly found in the business world, but it can be placed on residential accounts. If you're dialing from a line that requires a long distance account code (sometimes called a "call-around code"), you'll hear a voice prompt when you try to dial a long distance number. If you set this up on your own home phone line, you would have been given the call-around code at that time. Did you lose your code? You'll need to call customer service to get the code again. If you did not set it up, you can ask the account owner for the code. Follow the recorded instructions to enter the code, and your call should go through. Note that additional charges are applied when using a call-around code.

Businesses such as hotels, hospitals and universities use these blocks to prevent unauthorized long-distance and toll-number calls.

Individuals can also request these blocks for home accounts. Toll blocks are frequently used by customers who are having problems with 800/900 services or who have a history of local calls being billed as long distance.

Restricted toll calls:

  • Domestic long distance (1+)
  • International long distance (011+)
  • Information services (700 / 900 / 960 / 976)
  • Operator Assistance (0)

Unrestricted (non-toll) calls:

  • Emergency (911)
  • Local calls
  • Toll free (800)
  • Directory Assistance (411)
  • Repair (620)

If you have a toll block on your line, you can use a special access number (given to you when you set up the block) to reach a restricted number. The access number is usually an 800 number or a local 950+ number.

This type of restriction limits your ability to reach international numbers through direct-dialing.

  • Restricts calls beginning with 011+ and 101XXXX011+ (direct dialing to other countries)

  • Allows calls placed with an area code (242-XXX-XXXX for example)

Our fraud department monitors the CenturyLink long-distance network. In very rare instances, accounts with unusually high usage are flagged and suspended for the customer's protection. Unusually high usage can indicate that someone is fraudulently using your account to make long distance calls. If this happens, you can contact us to review your account and have services reactivated.

icon for troubleshooter tool

Troubleshoot problems with your service

Open Troubleshooter
blue internet icon

Browse news, entertainment, weather, and more.

CenturyLink.net

Support topics