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How to replace your modem
If you think your modem is broken and needs to be replaced, be sure you've done everything you can to resuscitate it. If it just won't come back to life, you have some options. Exactly which options are available depends on whether your modem is leased, where you purchased it and if it's under warranty.
Confirm you need to replace your modem
It's surprisingly easy to accidentally knock a modem offline. A loose cable, a damaged power cord or even one too many filters can cause big headaches but be easy to fix.
Before you go through the trouble of replacing your modem, double check that nothing simple is out of whack. Start with the basics:
If you've already tried troubleshooting without success, chat with us. We're frequently able to fix modem problems without customers needing to send back their equipment. If we're unable to fix the problem, we'll talk with you about your options.
Review your modem replacement options
If you haven't had luck fixing your modem, what happens next depends on whether your modem is leased, where you purchased it and if it's under warranty.
If your modem is leased or under warranty
If you lease (or rent) a modem from us, you pay a small fee each month to use the modem. In return, we agree to replace it if it's defective. Alternately, if you purchased a modem from us, you automatically got a one-year warranty. If your modem is still under warranty, and we can't fix it, we'll replace it.
As part of the replacement process, you must speak with our technical support team to confirm your modem can't be fixed. If it can't be, you can have us send you a replacement modem immediately, or you can ship us your old modem first. There are couple things you want to consider before deciding what to do.
Option A: We ship you a replacement modem immediately.
PRO—We ship you a replacement modem the same or next day (depending what time of day you call in).
CON—In the new modem kit will be a URL for you to print out a prepaid return label to return your old equipment. If you don’t return the old equipment to us within 30 days you will be billed the purchase price of the equipment.
Note—If you no longer have your prepaid return label, we can send you a new one.
Option B: You ship us your old modem. Then, we ship you a replacement.
PRO—You don't have to agree to being billed for a modem that you might not be able to return to us within 30 days.
CON—You must ship us your old modem before we send you a replacement modem, which means you won't get your replacement modem as fast as you would with Option A.
Affix the prepaid label on the box and return the modem via UPS.
Step 3: Wait for the replacement modem.
Once we receive your old modem, we ship you a replacement modem next-business-day delivery.
If the modem's warranty has expired
If you purchased your modem from us, but your warranty has expired, our technicians can still help you troubleshoot the problem and confirm whether your modem needs to be replaced.
If it turns out that your modem needs to be replaced, you can order one from us. You can do this one of two ways:
Log in to My CenturyLink and select the option for ordering Internet service. Since you already have Internet service, you'll see an option for ordering a new modem. Follow the prompts to order your modem.
Chat with our customer service team. Our agents can process your order. They can also tell you about the latest promotions and other ways for you to get the best possible price.
Did you know? Some retail stores, like Best Buy and Walmart, carry CenturyLink-branded modems. If you want to purchase your modem from a retail store, call ahead and confirm they have the modem you need in stock. (Note: While a number of modems are CenturyLink compatible, some work better than others with local DSL technology. We recommend talking with a member of our technical support teambefore purchasing so you can get the best device for your area.)
If you bought your modem from someone else
If you bought the modem from any other place or person (e.g., eBay), exchange and support policies will vary. Contact the seller for specifics. In this situation, you're responsible for troubleshooting the device, contacting the manufacturer to get it fixed and/or replacing it if it stops working.
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