CenturyLink internet or phone service not working?

Service Troubleshooter and outage information

When service stops working, it's usually for one of these reasons:

  1. Area outage: A problem with the CenturyLink network that affects your larger area and not just your home.

  2. Home outage: A problem with the lines or equipment that provide service specifically to your address.

  3. Other home technical problem: A problem with your router or cords, your modem configuration, or any number of other issues that can cause service to stop working or to work poorly.

  4. Service suspension: A missed payment or problem with your account that leads to service being turned off.


The first step is to use our Service Troubleshooter. This will help identify the root cause of your issue. With your account number and zip code, you can check for area outages and diagnose other problems with your service. 

If an outage is found, the Service Troubleshooter will display a message that says Known Outage Found. You will be given the most up-to-date info and when we expect to have it fixed. From here, you can also request to receive notifications when the outage is resolved. There's no need to call and report — rest assured our technicians are working hard to get services back up and running.

The above image is a sample only — each customer's results may vary.

This is an outage that is only affecting your address. In this case, Service Troubleshooter will check your lines for any issues and allow you to create a repair ticket without having to call us.

If the Service Troubleshooter doesn't find an outage or a known problem with your line, it will present you with a menu of choices to get further help with common issues. You can select Phone Problems or Internet Problems and follow the prompts to identify what is wrong. From there, you will also have the option of opening a repair ticket or chatting with a support representative.

The above image is a sample only — each customer's results may vary.

About the Service Troubleshooter

This tool indentifies known outages or existing problems with your line, and starts the repair process if needed without having to make a call. You can use the troubleshooter (in the green box below) to do the following:

  • Check for an outage in your neighborhood and get notified when it's resolved.

  • Check for a problem with your home service and create a repair ticket for you with optional alerts.

  • Provide additional resources to address problems with your phone and/or internet service.

  • Create, manage or cancel any open repair requests.


Tips for using the Service Troubleshooter

  • You need your account number (can be 9, 11 or 13 digits, depending on your area) or your billing phone number, plus your service zip code.

  • While testing is in progress, stay on the page. Usually this only takes a moment. If you close the window or turn off your computer, you will need to start the test again at another time.


screenshot of Service Troubleshooter link from My CenturyLink
  • You can also access the Service Troubleshooter if you're already logged into My CenturyLink. Click on the link located under the My Products tab (see image to the right). This will autofill your account information and run the troubleshooter for you.


More self-help solutions

If the problem is within your home and not the larger network, you may be able to fix it yourself. You might be suprised by how often a service problem is solved by these two simple solutions:

  • Double-check that all power cords and connection cables are fully plugged into your devices and into the wall jacks/outlets

  • Try resetting your modem


Or try one of these other troubleshooting articles:

If you need more assistance, contact our support team. We're here to help!

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