How do I check whether an internet outage is affecting my home service?
Answer
Start with your provider's official account alert or outage tool, since it can show whether an area outage is known. Reboot the modem, then run the provider's automated troubleshooter. If an area outage is confirmed, a repair request is usually not needed. If no outage shows, contact the provider through its official support page.
Before you start: stop right away if…
- Be cautious with websites, apps, or callers who offer to fix an outage for a fee or ask for remote access to your computer. Use only the provider's official website, app, or support number.
Follow these steps
Check your account for an outage alert
Sign in to your provider's account on its official website or app and look for an outage alert for your service. On CenturyLink, the help page says you will see an alert in My CenturyLink on the web or in the app if your service is affected, and you can sign up there for outage updates. The CenturyLink outage help page describes this check. Other providers use different names, so look for an outage or service status section.
You should see: Either an outage alert for your address appears, or no alert appears. Write down the alert text if there is one.
Reboot the modem
Unplug the modem's power cord, wait briefly, then plug it back in. The CenturyLink help page says to always reboot the modem after an outage. Wait until the status lights settle, since the light patterns vary by modem model.
You should see: The modem's lights settle into a steady pattern, and you can see whether internet service returns on a connected device.
Run the provider's automated troubleshooter
Open the provider's troubleshooter from its help site or account app. On CenturyLink, the help page has an Open Troubleshooter button, and the tool tests your line and equipment and can report a known outage in your neighborhood. Follow the prompts and note the result.
You should see: The troubleshooter either reports a known outage in your area or reports a result for your line and equipment. Note which one it shows.
Decide whether a repair request is needed
If the provider confirms an outage in your area, the CenturyLink help page says you do not need to request a repair. If the troubleshooter finds a problem with your line or equipment, follow its instructions for scheduling a repair or contacting support.
You should see: You know whether the problem is an area outage, which needs no repair request, or a problem on your line or equipment, which may need a repair.
Contact the provider if no outage is shown
If no outage appears and the troubleshooter does not solve the problem, contact the provider through the Contact Us page on its official website or through its account app. Describe the date the outage started, the steps you have already tried, and the troubleshooter result. Ask for a reference or case number if one is given.
You should see: The provider gives you a reference number, an estimated fix time, or a clear answer on whether the problem is on its side or in your home.
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Extra tips
What to look for: An outage alert in your provider's account web page or app, a message from the troubleshooter about a known outage in your area, and whether the modem's status lights show a steady connection after a reboot.
Before you change anything: Find your provider's official website or app from your bill or a trusted source, and sign in there only. Note the date the outage started and any reference or case numbers the provider gives you. Keep your modem and router close to a power outlet while you test, and do not change their settings until the checks are finished.
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