Frequently Asked Questions
- Why can't I subscribe to adult content on my CenturyLink® Prism™ TV or DIRECTV® service?
- What e-mail address was my bill payment receipt sent to?
- Is ordering online secure?
- How can I block select 3rd party charges on my CenturyLink bill?
- How does CenturyLink know I have a virus? Are you certain my computer is infected?
- What credit cards do you accept for online payments?
- Did CenturyLink scan my computer for viruses?
- What if I am late and pay my High-Speed Internet bill after the Due Date?
- Why do I keep seeing a page telling me I have a virus?
- How do I reschedule my installation/activation?
Browse our FAQ database by clicking on any of the questions below. To narrow your search select products and services from the drop-down menus and/or type in a word or phrase.
I keep getting a notification that there's a virus on my network. What does "my session has been limited" mean?
CenturyLink limits access to the Internet for customers to make you aware that the computer or a computer associated with this account is infected with a virus or malware. CenturyLink needs you to clean the virus or malware from the infected computer to prevent you from infecting other users on the Internet.
CenturyLink has limited which websites you can go to using your web browser and may affect your ability to send and receive e-mail. Malicious software is the most common source of spam on the Internet today and viruses are often spread through E-mail. CenturyLink has also blocked other common malicious traffic which may be originating from your computer.
Yes. Residential customers can use the CenturyLink Malware Removal Service. A one-time charge will apply. To take advantage of this service, First sign in at the CenturyLink@Ease sign-in page.
Good computer security practices:
- Have an up-to-date firewall operating on both your computer and DSL modem.
- Microsoft Windows: http://windowsupdate.microsoft.com
- MacOS X: Run "Software Update"
- Have up-to-date anti-virus software.
- Periodically run anti-spyware software.
- If you run a wireless network, make sure you secure it using best practices.
CenturyLink has received notification about malicious traffic originating from this account. This means that this computer or another computer associated with this account (possibly another computer on your local area network) is trying to infect other computers on the Internet.
No. CenturyLink does not scan customers' computers
CenturyLink is committed to bring you the best possible Internet service. Although your current Internet session has been limited, CenturyLink's Consumer Protection Program should help you find and remedy the virus that is interfering with your online experience. This limitation will be removed when you complete the instructions on the following pages and acknowledge you have done so.
I keep seeing a page telling me I have a virus, but I'm certain the computer I'm on doesn't have a virus.
There are possibly other computers associated with this account. For example, other computers connected to the network could be infected. It is also possible that you have cleaned the infected computer between the time a virus was detected on your account and when CenturyLink limited your Internet session. If this is the case, follow the instructions on the notification. You can trigger the notification again by trying to access centurylink.com from a computer connected to the infected network.
If your network supports wireless access and wireless security is not turned on, then it is possible for others to use your network without your knowledge. You can find more information about this by going to the Security Articles page and reading the 'Wireless Security' section.
Click the 'Need Help' button in the upper right corner of the notification page or call 1 800-247-7285. CenturyLink technicians are ready to help you 24 hours a day, seven days a week.