How to upgrade or replace a CenturyLink modem

Need to upgrade your old equipment or replace a faulty modem? We can help! The first step is to verify with tech support that your modem needs to be replaced.

I think I need a new modem... what do I do?

Technical support will help troubleshoot to determine whether you need a replacement modem. Follow these steps to get started:

Contact the repair department by chat (or by calling 800-244-1111). A tech support agent will check a few things with you to determine if the issue with your current modem can be resolved, or if it needs to be replaced.
If the agent determines the modem is outdated or is malfunctioning, they will help you order a new one. You can also ask for options if you want to upgrade your modem regardless of the troubleshooting results.

From there, the question of who covers the cost will depend on the tech support review and whether you are leasing or purchased your modem.

If you are leasing your modem from us, we will cover the replacement of any equipment that is determined to be faulty or too old for optimum performance.

How can you tell if you're leasing your modem? You'll see a monthly charge on your bill, which may be called a "gateway" or "equipment" fee.

All purchased modems come with a 12-month warranty, so if you purchased your modem from CenturyLink, you'll need to determine if your warranty is active.

How do I know if I'm still under warranty?

Look at the date on your first bill or order confirmation email/letter.
Check your personal banking statements.
Ask the agent to check your account history when you call or chat with tech support.

Will my warranty cover a replacement modem?

If you're under warranty, then yes, your warranty will cover the cost of a replacement modem (need determined by the technical support team).

If your warranty has expired, then you will have the option to either purchase or lease a new modem and cover this cost yourself.

Modem options

Lease	$15/month	Newer models include Secure WiFi
Purchase	$150 - $200	Includes 12-month warranty for repair or replacement

Rates subject to change. Taxes may apply.

Internet-only customers, you may be able to order a new modem online.

Here's how to check: Sign in to My CenturyLink and find "My Internet" under the Home tab or the Services tab. Then look for an "Upgrade Modem" link to go to online ordering. If you don't see the link, you can't order online at this time, but you may still be eligible for an upgrade. Call or chat and an agent will help walk you through the process.