How to learn about CenturyLink is down right now
The fastest way to know if CenturyLink internet is down in your area is to check the company's outage map at centurylink.com/outages. Enter your address or zip code, and the map will show whether there is a reported outage affecting your service. The map updates in real time as CenturyLink receives reports from customers.
If the outage map shows no outage but your internet is still not working, call CenturyLink customer service at 1-800-CENTURYLINK (1-800-236-8879). A representative can check your account and line status directly. Have your account number or phone number ready. Wait times are usually shorter in early morning hours.
You can also check third-party outage tracking sites like Downdetector.com or Outage.report, which collect reports from users across the country. These sites show whether other people in your zip code are reporting problems, which can confirm a widespread outage versus an issue with just your connection.
Key Takeaways
- CenturyLink's official outage map at centurylink.com/outages is the most reliable source and shows real-time status for your specific address.
- If the map shows no outage but you have no internet, call 1-800-236-8879 to have a representative check your individual line and modem.
- Third-party sites like Downdetector can confirm whether neighbors are experiencing the same problem, which helps distinguish between area outages and home equipment failures.
- Outages typically last from a few minutes to several hours, but CenturyLink's website usually provides an estimated restoration time once an outage is confirmed.
What to check before assuming it is an outage
Before you report an outage, verify that the problem is not with your own equipment. Restart your modem by unplugging it for 30 seconds, then plugging it back in. Wait two to three minutes for it to fully boot up. If you have a separate router, restart that as well by unplugging it for 30 seconds.
Check whether the lights on your modem are showing the normal pattern. Most CenturyLink modems have a power light, an internet light, and a phone light (if you have phone service). The internet light should be solid green or blue when the connection is working. If it is red or off, that usually means no signal is reaching your modem from CenturyLink's network.
Look for loose cables. Make sure the coaxial cable (the thick cable that screws into the modem) is hand-tight at both the modem and the wall outlet. A loose connection can look like an outage even when the network is fine. Also check that the power cable to your modem is fully plugged in.
How long CenturyLink outages usually last
Most CenturyLink outages last between 30 minutes and two hours. Outages caused by weather, accidents, or routine maintenance are usually resolved within this window. Longer outages are less common but can happen if the damage is severe or if the repair requires a technician to visit your area.
Once CenturyLink confirms an outage on their website, they typically post an estimated time when service will be restored. Check the outage map again after 30 minutes to see if that estimate has changed. If an outage lasts longer than four hours, you can contact customer service to ask about compensation or service credits, though CenturyLink does not always offer them automatically.
What to do if CenturyLink says there is no outage but you have no internet
If the outage map shows no outage in your area but your internet is down, the problem is likely with your modem, router, or the line running to your house. Call CenturyLink at 1-800-236-8879 and tell the representative that you have already checked the outage map. They can run a line test from their office to see if your connection is active.
If the line test passes, the issue is with your equipment. CenturyLink may send a technician to check your modem and the cable running into your house, but this usually costs money unless you are within the first 30 days of service or the problem is caused by CenturyLink's equipment. Ask the representative what the service call fee is before you schedule one.
If you rent your modem from CenturyLink, ask them to send you a replacement modem at no charge. If you own your modem, you may need to buy a new one or have a technician diagnose the problem. CenturyLink modems compatible with their network are available from retailers like Best Buy or Amazon.
Outages caused by weather and how to prepare
Severe weather — heavy snow, ice storms, high winds, or lightning — causes many CenturyLink outages. These outages can last longer than routine ones because technicians may not be able to reach damaged lines until conditions improve. During severe weather, CenturyLink usually updates their outage map more frequently as new problems are reported.
If severe weather is forecast in your area, consider downloading important files or documents before the storm arrives. If you work from home and need internet, have a backup plan: a mobile hotspot from your phone, a nearby coffee shop with WiFi, or a library. CenturyLink does not always offer credits for weather-related outages, but it is worth asking if the outage lasted more than a few hours.
How to report an outage to CenturyLink
You can report an outage through the CenturyLink website, through their mobile app, or by calling 1-800-236-8879. The website and app are faster if you just need to report the problem and do not need to speak to someone. When you report an outage, CenturyLink adds your address to their outage ticket, which helps them prioritize repairs in areas with multiple reports.
If you call to report an outage, have your account number or the phone number associated with your account ready. The representative will ask what you are experiencing (no internet, slow internet, intermittent connection) and whether you have already restarted your modem. Be honest about what you have tried, because this helps them narrow down whether the problem is on their network or at your location.
Frequently Asked Questions
Can I get a refund or credit if CenturyLink internet is down for hours?
CenturyLink does not automatically issue credits for outages. You can contact customer service and ask for a credit if an outage lasted more than four hours, but whether they grant it depends on the cause and your account history. Weather-related outages are less likely to result in credits than outages caused by CenturyLink equipment failure.
What if the outage map says there is an outage but my internet is working?
The outage map shows outages by area, not by individual address. You might be on a different line or in a part of your neighborhood that was not affected. If your internet is working, you do not need to do anything. The outage will be marked as resolved once CenturyLink confirms service is restored across the affected area.
Does CenturyLink have a text or email alert system for outages?
CenturyLink does not have an automatic outage alert system, but you can check their outage map anytime or call their automated status line. Some third-party services like Downdetector offer email or app notifications when outages are reported in your area, though these are not official CenturyLink alerts.
What should I do if my modem keeps losing connection even when there is no outage?
Frequent disconnections when there is no outage usually mean your modem is overheating, the cable connection is loose, or the modem is failing. Restart your modem and make sure it has air circulation around it. If disconnections continue, call CenturyLink to request a replacement modem or a technician visit to check your line.