How to tell if CenturyLink is down in your area
The fastest way to know if CenturyLink internet is down is to check the CenturyLink status page directly, then call their support line to confirm. If your internet stops working, your modem and router are the first things to check — most outages are actually a loose cable or a device that needs to restart, not a network problem on CenturyLink's side.
Start by looking at your modem and router. The modem is the box that connects to the wall outlet and the internet line; the router is the separate box that broadcasts your WiFi. Both should have lights on them. If the modem has no lights at all, unplug it for 30 seconds, then plug it back in and wait three minutes for it to fully restart. Do the same with the router. This fixes the problem roughly half the time.
If the lights come back on and you still have no internet, check whether other devices in your home can connect. If one device works but another does not, the problem is with that device, not with CenturyLink. If nothing connects, move to the next step.
Key Takeaways
- Restart your modem and router by unplugging both for 30 seconds, then waiting three minutes after plugging them back in.
- Check the CenturyLink status page at centurylink.com/status to see if an outage is reported in your ZIP code.
- Call CenturyLink support at 1-800-CENTURYLINK (1-800-236-8827) to report the outage and get an estimated repair time.
- If you see a red light on your modem or no lights at all, the modem itself may need replacement — CenturyLink can send a technician or mail a replacement device.
Check the CenturyLink status page for your area
Go to centurylink.com/status in your web browser. You will see a map of the United States. Enter your ZIP code in the search box and click the search button. The page will show you whether CenturyLink has reported any outages in your area right now.
The status page updates every few minutes, so if you do not see an outage listed, it does not mean one is not happening — it means CenturyLink has not yet reported one. If the page shows an outage in your ZIP code, it will usually tell you how many customers are affected and when CenturyLink expects to restore service. Write down that time so you know when to check back.
If the status page shows no outage but you still have no internet, the problem may be specific to your home or building. Move to calling CenturyLink support.
Call CenturyLink support to report the outage
Call 1-800-CENTURYLINK, which is 1-800-236-8827. You can also text "OUT" to 877877 from any phone to report an outage, though calling gets you faster information. Have your account number or phone number ready — you can find your account number on your CenturyLink bill or in the CenturyLink app.
When you call, tell the representative that you have no internet and that you have already restarted your modem and router. They will ask you to describe the lights on your modem. Be specific: tell them which lights are on, which are off, and what color they are. This tells them whether the modem is working or broken.
The representative will tell you whether an outage is happening in your area and when it is expected to be fixed. If no outage is reported, they may ask you to try a few more troubleshooting steps over the phone, or they may schedule a technician visit. Ask them for an estimated arrival time if a technician is coming.
What the lights on your modem mean
Your CenturyLink modem has several lights on the front. Here is what each one tells you:
- Power light (usually green): The modem is plugged in and turned on. If this light is off or red, the modem has no power or is broken.
- Internet or Online light (usually green): The modem is connected to CenturyLink's network. If this light is off or red, the modem cannot reach the network.
- WiFi light (usually green): Your WiFi is broadcasting. If this light is off, your WiFi is turned off — you can still use the internet with a wired connection.
- Phone light (if you have CenturyLink phone service): Your phone service is active. This does not affect internet.
If the power light is off, check that the power cable is plugged into both the modem and the wall outlet. If the internet light is off but the power light is on, unplug the modem for 30 seconds and plug it back in. If the internet light stays off after three minutes, the modem may be broken and CenturyLink will need to replace it.
When a technician visit is necessary
CenturyLink will send a technician if the modem is broken, if the line coming into your home is damaged, or if they cannot fix the problem over the phone. Technician visits are usually free if the problem is on CenturyLink's side of the line. If the problem is in your home — for example, a damaged cable you own — CenturyLink may charge a service fee.
When you schedule a technician visit, ask CenturyLink for a time window. Most appointments are given as a four-hour window (for example, "between 1 p.m. and 5 p.m."). Ask whether the technician can call you 30 minutes before arriving. If you need to reschedule, call CenturyLink at least 24 hours before the appointment.
Before the technician arrives, make sure you can access your front door or the area where the internet line enters your home. The technician will need to check the modem, the cables, and sometimes the line outside your house.
Troubleshooting steps if you want to try before calling
If you want to try a few more things before calling CenturyLink, here are the steps that work most often. Do them in this order.
- Unplug the modem from power for 30 seconds. Plug it back in and wait three minutes for all lights to come on.
- Unplug the router from power for 30 seconds. Plug it back in and wait two minutes.
- Check that the cable from the wall outlet to the modem is plugged in firmly on both ends. Push it in until you hear or feel a click.
- Check that the cable from the modem to the router is plugged in firmly on both ends.
- Try connecting one device to the internet with a wired ethernet cable instead of WiFi. If that device works, the problem is with your WiFi, not with CenturyLink.
- Restart the device you are trying to use (phone, computer, tablet). Wait 30 seconds after shutting it down, then turn it back on.
If none of these steps work, call CenturyLink support. You will have already done the basic troubleshooting, so the representative can move faster to finding the real problem.
Frequently Asked Questions
How long do CenturyLink outages usually last?
Most outages last between 30 minutes and four hours. CenturyLink's status page will show an estimated repair time when you search your ZIP code. If the outage lasts longer than the estimate, call support again — the estimate may have changed.
Can I get a refund if CenturyLink internet is down for a long time?
CenturyLink offers service credits for outages that last more than 24 hours. You do not have to request it — CenturyLink usually adds the credit to your next bill automatically. If the outage lasted longer than 24 hours and you do not see a credit within a month, call support and ask about it.
What should I do if the status page says there is no outage but I still have no internet?
Call CenturyLink support. The status page only shows outages that affect multiple customers in your area. If the problem is specific to your home — a broken modem, a damaged cable, or a problem with your account — it will not show on the status page. Support can troubleshoot the specific issue.
Can I use my phone's hotspot while waiting for CenturyLink to be fixed?
Yes. If you have a phone plan with data, you can turn on your phone's hotspot and connect your other devices to it. This uses your phone's data, so check your plan to make sure you have enough data remaining. Most phone plans charge extra or slow down after you use a certain amount of data.
What if I need internet right now and CenturyLink says the outage will last hours?
Use your phone's hotspot if you have one. If you do not have enough phone data, go to a public place with WiFi — a library, coffee shop, or community center. Many libraries offer free WiFi and have computers you can use if you do not have a device with you.