Support Guide

Internet and Email

Quick Solutions to Common Problems

No internet connection?

If your internet connection has stopped working, give these simple steps a try.

Restart (reboot) your modem

Unplug your modem's power cord for at least 20 seconds and then plug it back in again. Wait 2 minutes for the modem to finish its restart before checking the modem lights.

Check the lights on your modem

In general, when everything is working correctly the modem lights should look like:

  • Power light: green (solid)
  • DSL light: green (solid)
  • Internet (INT) light: green (flashing)
  • Wireless light: green (flashing), if you have wireless capabilities
  • Ethernet light: green (flashing), if you are connected by an Ethernet cable

Lights don't look right? Learn what to do when the modem lights aren't the right color

Restart (reboot) your computer or device

Power off and restart your computer or device connecting to your modem. Wait at least 2 minutes before trying to connect to the internet. This gives the computer or device the time it needs to reconnect to the modem.

Didn't fix the problem? Try Service Troubleshooter to test your service.

Antivirus and internet security

Safety comes first. A key component of any internet service is a suite of backup, security and computer support tools. Your specific software products may vary depending on your subscription level.

To help keep you safe and protect your privacy while you are online, McAfee security is included with your CenturyLink High-Speed Internet service.
McAfee Security for CenturyLink is available for you to easily download on your compatible devices to protect against malware, viruses unsafe web sites and other online threats.
To download, simply sign in to your My Centurylink account. There you will find quick and easy directions about how to get started. 

Computer acting funny lately? Maybe it's sick.

Keep your computer healthy with a variety of PC Services, including FREE unlimited PC diagnostic and security scans.

Empower yourself – Knowledge is your best defense

You'll have a more enjoyable internet experience by learning about the potential risks of being online, and how to avoid them.

Wireless (WiFi) connection

Newer CenturyLink modems have a built-in wireless router. This is the easiest way to connect your wireless capable devices and gadgets to the internet. As you get started using this great feature, if you need help along the way, you may find these topics useful:

Don't know or remember your wireless network information?

If you are trying to connect your smartphone, tablet or printer to your wireless network, then you'll find your default network name (SSID or ESSID) and network password (KEY or PASSPHRASE) listed on the sticker on the bottom of your modem.

Did you know you can choose your own network password?

Your modem's default wireless password is often a long complex string of letters and numbers — and honestly, who can remember that?

Having problems with your wireless connection?

It's not connecting, it keeps dropping, the signal is weak, or maybe it's slow. We don't want you to be frustrated by these common wireless problems. Get back up and running smoothly by starting here.

Was this article helpful?

 Test Your Service

Our online health check scans for issues affecting your service.
Please enter your Account or Billing Phone Number and Billing Zip Code to test your services.

 Your Modem

That little box called a modem is the secret to your internet connection. With just a bit of information, you'll be able to keep things running smoothly or, if necessary, fix the occasional problem.

 Your Internet Speed

Faster is always better. That is, when it comes to your internet connection.


Protect yourself by becoming familiar with some basic email security topics.

 Advanced Topics

CenturyLink Product Support
Search Support