Frequently Asked Questions

Answer:

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.

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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.

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Answer:

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.

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Answer:

No. CenturyLink does not scan customers' computers

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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.

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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.

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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.

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Answer:

Your online bill contains the same FULL details as your paper bill, including:

• services, pricing and taxes
• discount and savings details
• regulatory notices

Because this information is protected, you must sign in to view your bill using your My Account.

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If you mailed in a payment, it may not have arrived or been processed yet. A payment can take 4-5 days to complete processing before being reflected in the current amount due.

Concerned that CenturyLink might not realize you made a payment?

If you’ve set up a My Account, you can sign in to view your online payment history, which includes pending payments made online. To make sure we know about the payment you made at a store or mailed in, you can report a payment.

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We adjust your amount due with online payments once they’re successfully submitted, so if you have a confirmation number for your payment, it should be immediately reflected in your amount due in Quick Bill Pay, and on your My Account summary.

However, the amount due shown on your My Account bill details will reflect whatever was printed on your bill each month.

We adjust your amount due with online payments once they’re successfully submitted, so if you have a confirmation number for your payment, it should be immediately reflected in your amount due in Quick Bill Pay, and on your My Account summary.

However, the amount due shown on your My Account bill details will reflect whatever was printed on your bill each month.

We adjust your amount due with online payments once they’re successfully submitted, so if you have a confirmation number for your payment, it should be immediately reflected in your amount due in Quick Bill Pay, and on your My Account summary.

However, the amount due shown on your My Account bill details will reflect whatever was printed on your bill each month.

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Payments made with a credit or debit card may have a temporary $1.00 hold placed on the card. The $1.00 hold is not a charge, payment, or fee. The hold is to validate the card, and is in place for a certain number of days, as designated by your credit card company or bank.

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We are unable to process government-issued Quest debit cards online. Please call 1-800-244-1111 to make a payment using Quest debit cards.

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If you’ve forgotten your username, you can retrieve it as long as you know your account number (your billing telephone number) and the e-mail address associated with your account. If you can correctly answer the security question you selected when you set up your My Account, you can reset your password, too.

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Save yourself time and money by enrolling in our free AutoPay program. Your bill will be paid automatically from your bank account or credit card each month.

You can enroll online using your My Account or print this form and fax it to the number on the form.

For more information about the Autopay program, click here.

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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.

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