Frequently Asked Questions
- I don't know how to clean a virus from my computer. Can CenturyLink clean my computer for me?
- How can I set up bill payment reminders?
- I keep getting a notification that there's a virus on my network. What does "my session has been limited" mean?
- What e-mail address was my bill payment receipt sent to?
- Why can't I subscribe to adult content on my CenturyLink® Prism™ TV or DIRECTV® service?
- How can I block select 3rd party charges on my CenturyLink bill?
- Is ordering online secure?
- What credit cards do you accept for online payments?
- How does CenturyLink know I have a virus? Are you certain my computer is infected?
- What if I am late and pay my High-Speed Internet bill after the Due Date?
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.
CenturyLink was built on certain principles that we use to guide our business decisions. These principles are why we choose not to offer access to adult programming for new customers that CenturyLink bills. This choice means customers will not have access to monthly or on-demand programming channels that carry explicit adult programming.
CenturyLink is always careful to protect your personal information for unauthorized access. Any sensitive information you submit (like SSN, email address and home address) is sent from your computer to our systems using proven security encryption known as Secure Sockets Layer (SSL). SSL helps us make sure your information can’t be seen or used by anyone else.
If your payment is late, a $5 late fee will be applied to your next bill.
Or, if you paid an amount less than the Total Amount Due for High-Speed Internet services, the remaining, unpaid balance for those High-Speed Internet services will carry forward to the next month plus a $5 late fee charge for the unpaid balance. You will need to pay the Total Amount Due to avoid the $5 late fee.
I paid my bill last month, but was late the month before.
Sometimes systemic limitations prevent CenturyLink from placing these late charges on your bill immediately after they are accrued, so they’re added to the next bill instead. These previously assessed High-Speed Internet late fees are accurate and should be paid.
When were details communicated about the late fee assessment process change?
Details of this charge were communicated to all High-Speed Internet customers in March 2012.
Setting up Auto Pay is a great way to avoid late fees. Learn more about AutoPay.
If you need to reschedule your activation or installation, please call 877-744-4416 or use our online chat to arrange a new installation date.
Taxes and fees vary by state. Our current system applies these charges at the end of the total calculation process. Therefore, any premature estimation may be inaccurate.
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.
We’d be happy to send you an email each month when your bill is ready to view online and when your payment is due. Here are some options for you to consider:
If you would like to stop your paper bill and only get a monthly email, then you will want to sign up for paperless billing.
However, we understand that not everyone is ready to go completely electronic, so there is another option available as well.
If you prefer to keep getting your monthly paper bill, but you also want to receive an email each month notifying you of when your bill is ready, then you should sign up for monthly bill ready email notifications. To sign up, simply change your e-mail preference for the monthly bill ready email notification to ‘Yes’.
By the way, another related feature that you might find helpful is the payment reminder email. When you sign up for the payment reminder email, you pick how many days before your bill is due that we should email you a reminder.
Your e-mail address of record is the e-mail address you gave us when you placed your order, or the e-mail address you added to your account later, such as when you set up your My Account.
To check the e-mail address associated with your account at any time, sign in to My Account. In the "My Profile" section, you can view or change your e-mail address.
CenturyLink accepts checking, savings, and money market electronic fund transfers. For credit and debit cards, we take Visa, Mastercard, Discover and American Express.