How to tell if CenturyLink is down in your area

CenturyLink internet outages fall into two categories: problems affecting your whole neighborhood or city, and problems affecting only your connection. The fastest way to know which one you have is to check CenturyLink's outage map, which shows real-time outages by location. Go to centurylink.com, scroll to the bottom, and click "Check for outages" — or search "CenturyLink outage map" directly. Enter your zip code or address and the map will tell you whether the company has reported an outage in your area.

If the outage map shows nothing but your internet is still down, the problem is almost certainly on your end — your modem, router, or the line running into your house. If the map shows an outage, CenturyLink knows about it and is working on it; you do not need to call. The company sends updates to the phone number on your account, so check your text messages or voicemail.

Key Takeaways

  • CenturyLink's outage map at centurylink.com shows whether the company has reported an outage in your zip code.
  • If the map shows no outage but your internet is down, restart your modem and router before calling support.
  • During a confirmed outage, CenturyLink sends updates by text or phone to the number on your account — you do not need to call them.
  • If you cannot reach the outage map or your phone line is down, use your mobile data to check the map or call CenturyLink's support line from another phone.

What to do if the outage map shows an outage

When CenturyLink has reported an outage in your area, the company is already aware and already working on repairs. Calling support will not speed up the fix — the wait times during outages are long because thousands of people are calling at once. Instead, save the outage map page or take a screenshot so you have the estimated repair time, and check back every 30 minutes to see if the status has changed.

CenturyLink typically sends a text message or calls the phone number on your account when the outage is resolved. If you have not heard anything after the estimated repair time has passed, call CenturyLink's support line at 1-800-CENTURYLINK (1-800-236-8879) to ask whether repairs are still underway. Have your account number ready.

What to do if the outage map shows nothing

If the outage map shows no outage in your area but your internet is down, the problem is on your side of the line. Start by restarting your modem and router. Unplug the modem (the box that connects to the wall jack), wait 30 seconds, and plug it back in. Do the same with your router if you have a separate one. Wait two to three minutes for both devices to fully restart, then try opening a website or checking email.

If restarting does not work, check the lights on your modem. A solid green light on the internet or online indicator means the modem is connected to CenturyLink's network. A red light or no light means the modem cannot reach the network — this usually means a problem with the cable running into your house, or the modem itself has failed. If the light is red or off, you will need to call CenturyLink support at 1-800-236-8879 to report the issue and arrange a technician visit.

When your phone line is also down

If CenturyLink provides both your internet and phone service, an outage may knock out both at once. In this case, you cannot call CenturyLink from your home phone. Use a mobile phone, a neighbor's phone, or a payphone to call 1-800-236-8879. If you do not have access to another phone, use your mobile data to check the outage map and see whether the outage is confirmed in your area.

Tell the support representative that your phone line is also down so they know to prioritize your case. Have your account number ready — you can find it on a recent bill or in the CenturyLink app if you have it installed on your phone.

Understanding what causes outages

CenturyLink outages happen for different reasons. Weather — especially heavy rain, snow, ice, or lightning — can damage lines or equipment. Accidents like construction work or vehicle collisions can cut cables. Equipment failures at CenturyLink's local hub or at your neighborhood's connection point can take out service for blocks at a time. Planned maintenance, which CenturyLink usually announces in advance, causes brief outages that last a few hours.

Most outages last between 30 minutes and four hours. Severe weather or major equipment failures can take longer. The outage map will show an estimated repair time, though that estimate sometimes changes as technicians assess the damage. If you have a business that depends on internet, consider whether a backup connection — like a mobile hotspot or a second provider — would be worth the cost.

Preventing future outages from affecting you

You cannot prevent CenturyLink outages, but you can prepare for them. Keep your modem and router plugged into a battery backup (called a UPS, or uninterruptible power supply) so they stay on during power outages. This lets you keep using the internet even if the power goes out — as long as CenturyLink's network is still up. A basic UPS costs $40 to $80 and can keep a modem and router running for 30 minutes to an hour.

If you work from home or run a business, a mobile hotspot from a different provider gives you internet when CenturyLink is down. Most phone plans include a hotspot allowance, or you can buy a standalone hotspot device for $30 to $100 plus a monthly data plan. During an outage, you can switch to the hotspot and keep working instead of waiting for repairs.

Frequently Asked Questions

How long do CenturyLink outages usually last?

Most outages last 30 minutes to four hours. The outage map shows an estimated repair time, though severe weather or major equipment failures can take longer. Check the map every 30 minutes to see if the status has changed.

Will CenturyLink credit my bill if there is an outage?

CenturyLink may offer a credit for extended outages, but you usually have to request it. Call support after the outage is resolved and ask whether your account is may be able to access. Have the outage map screenshot or the date and time of the outage ready.

What if the outage map is not loading?

If you cannot reach centurylink.com, use your mobile data instead of your home internet. If your phone line is also down, use a neighbor's phone or mobile device to check the map. You can also call 1-800-236-8879 from another phone to ask whether there is an outage in your area.

Can I get a refund instead of a credit?

CenturyLink typically offers service credits rather than refunds for outages. A credit reduces your next bill by a small amount — usually $5 to $20 depending on how long the outage lasted. Ask the support representative what credit you are may be able to access for when you call.