The first thing to try if your internet is having problems is to ‘power cycle’ your modem:
- Locate your Quantum Fiber modem (often located in the basement or garage) as well as any Wi-Fi extenders you have installed
- Unplug your modem and any Wi-Fi extenders, wait at least 10 seconds, then re-plug them in
- Wait for the modem to finish booting back up then re-check your internet connection (this may take a few minutes)
The Power light is OFF
If the power light is off at the modem, this indicates an issue with the router’s connection to the power outlet.
- Make sure your modem is plugged in
- Check your electrical breaker to make sure it has not been tripped
WAN/GPON light is OFF
If your WAN/GPON light is completely off or red, this indicates an issue with the physical fiber connection between your home’s router and CenturyLink.
You can expect an initial response within a few hours. Depending on the nature of the damage, it may take some time to fix. Including a picture of your CenturyLink modem will help expedite the process so we can get you help as fast as possible.
The most common reason for this issue is fences or landscaping being installed by homeowners in the area. To avoid causing outages for you and your neighbors, make sure to call 811 before digging holes more than 12″ deep in your backyard.
The Internet light is completely OFF
If your Internet light is completely off or red (blinking or flashing green is OK), but your WAN/GPON light is on, this indicates an issue with your digital connection from your home’s router to the broader Internet.
- Call the CenturyLink ON Helpline at 866-872-0238 or open a chat with CenturyLink support at ctlchat.com – Phone support is available Mon – Fri 8 AM – 8 PM, chat is available 24/7
- Make sure to record your help ticket number from CenturyLink
If possible, have your CenturyLink Account Number (PPB Number) ready to provide the agent and let them know you are a CenturyLink ON customer. This will help avoid issues with agents not being able to find your account. You can find your PPB number by signing into your account at centurylink.com/on.
If CenturyLink is unable to resolve your issue, submit a ticket and include your help ticket number from CenturyLink.
Additional Troubleshooting Steps
- Double check any Wi-Fi extenders or mesh Wi-Fi devices you are using to make sure they all appear plugged in and functional.
- Try connecting using a different computer or phone to make sure the problem is not with your device.
- Try the troubleshooting steps on CenturyLink’s website at https://www.centurylink.com/home/help/internet.html
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