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Customer Service Internet Support

Troubleshoot Internet Issues

Wondering why your internet is slow or failing to connect? The problem could be simple enough for you to fix on your own in minutes. If you’ve run into an issue with your internet speed or connectivity, try these tips:

  • Unplug your modem. Leave the device unplugged for at least a minute, verifying that all the lights on the front of the modem have gone off. Plug the device back in, and attempt to reconnect to the internet.
  • Make sure your modem is updated. Some modems require firmware, a blend of data and memory stored on your modem’s memory chip. Check CenturyLink to see if your firmware is old and needs an update.
  • Check your cables. If the cable you’ve used to connect your modem to your phone jack is frayed or broken, your internet connection won’t work. Replace the cable if you need to or, if it’s been pulled from the jack, plug it back in.
  • Make sure your modem doesn’t have a filter. While you may need a DSL filter for your home phone landline, using one with your modem will slow your connection. If you have a filter on your modem, remove it.
  • Check your home’s wiring. If you own an older home, you could have faulty wiring that prevents your internet from working as fast as it should. Test your home on the Network Interface to locate the site of the problem.
  • Check for high-bandwidth background activities. Devices updating and software downloading in the background can slow your internet connection. One of your devices could be updating without you knowing about it, so if your internet is slow, check your web-enabled devices.
  • Update your browsers and devices. Out-of-date devices and browsers can slow your internet connection. If you haven’t detected any background activities, make sure your devices and programs are up to date before attempting to access the internet again.
  • Make sure you have the right modem. If you have 1 Gig internet, you need a more advanced modem than you would for slower internet speeds.

Still not sure what the problem is? Turn off your smart TV, web-enabled printer, and other web-enabled devices. Then, connect your computer to the modem using an Ethernet cable. See if this adjustment speeds up your internet connection. If the connection works perfectly fine, the issue could be with one of the web-enabled devices or your router. You might also simply need more bandwidth to support your internet streaming habits.

If you need additional help, you can reach a CenturyLink customer service representative for over-the-phone troubleshooting and advice.

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