FAQs: Network equipment change

If you recently received a notice about a possible internet outage, you probably have questions. See answers to common questions here.

Why was I notified of a potential outage to my CenturyLink internet service?

Some customers connect to the internet using the CenturyLink Asynchronous Transfer Mode (ATM) network. The system that manages the connections on the ATM network (called an Element Management System or EMS) and allows us to provide service to our customers is no longer supported by the manufacturer. This means if the EMS fails, we can’t ensure continued use of your CenturyLink internet service. As a result, we’re obligated to alert you and help you find an alternate solution.

What do I need to do?

Please contact us immediately to discuss options available to you, which may include upgrading your service.

  • Call us at 877-523-5941 from 8:00 a.m. to 8:00 p.m. CT.
  • Chat with us from 7:00 a.m. to 11:00 p.m. CT.

What options are available?

You may be able to switch to a CenturyLink internet plan that uses newer technology to connect to the internet or upgrade to Quantum Fiber, where available. Quantum Fiber includes a premier service experience on our trusted fiber network, with super-fast internet speeds and a reliable connection.


However, if neither of these options are available to you, you’ll need to select another internet service provider.

When do I need to make a change?

We can’t confirm how long the EMS for the ATM network will continue to be operational. Due to this uncertainty, we recommend you act as soon as possible and discuss your options with one of our agents.

Will there be an additional cost?

Each situation will be different, depending on the offers available at the time you purchased CenturyLink internet service, your current modem, and the options available to you for new service. Our agents can assist you in finding the best option to meet your needs.

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