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Frequently Asked Questions

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I keep getting a notification that there's a virus on my network. What does "my session has been limited" mean?

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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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Why can't I subscribe to adult content on my CenturyLink® Prism™ TV or DIRECTV® service?

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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.

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Is ordering online secure?

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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 canít be seen or used by anyone else.

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What if I am late and pay my High-Speed Internet bill after the Due Date?

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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 theyíre 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.

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How do I reschedule my installation/activation?

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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.

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Why canít you show me my exact taxes?

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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.

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How do I delete an account from a profile?

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Log into your MyAccount profile. Click on the My Profile link and then select Manage accounts. From this page you can remove the account from your profile.

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How do I see the information for my new home or number?

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When you move to a new home, even when you keep the same phone number, CenturyLink creates a new account for you. You will need to add the new account to this profile.Click here to add an account to this profile.

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What makes a good question and answer?

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Here are some helpful guidelines:
  • Don't use information that is publicly available such as your name, date of birth, email address, or telephone number. This type of information is too easy for people to find out. Also, it is best not to use sensitive data such as social security number or passwords you use for other accounts.
  • Don't use security questions that contain the word "favorite" (e.g., "what is my favorite color?" or "what is my favorite book?") because those things can change.
  • Do:
    • Create a security question that will be easy for you to remember but difficult for others to guess or find out.
    • Ensure that your security answer is greater than four characters. You can use spaces, numbers and multiple words in your answer.
    • Read our list of sample questions to get some ideas for good security questions.

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Why should I create a security question and answer?

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CenturyLink is committed to preventing unauthorized people from accessing your account. Creating a security question and answer that are memorable to you but difficult for others to find out will make it harder for people to see your call records, payment history and personal information.

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What do I do if I have more than one phone number with Qwest?

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Multiple phone numbers can be added to your MyAccount profile to easily access and manage additional accounts with one tool. Simply log in to MyAccount and select Edit Profile.

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Will changes that I make online change my information on file with CenturyLink?

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Yes, the changes you make online change information on file with CenturyLink. Changes are effective when you make them, but it can take 1-2 days for updated information to be shown online.

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Can I move my services to my new home through My Profile?

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You can move your current CenturyLink service to a new address online, click here to start.

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How quickly will updates take effect?

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Automatic Payments: Your first automatic recurring payment will occur one to two billing cycles after you signed up for automatic recurring payments(AutoPay).Qwest will let you know via e-mail that your next payment will be deducted automatically. Until then, continue to pay your bill in the usual manner or you can make a one-time payment online from MyAccount.

All other profile changes: Changes will take effect immediately.

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I don't know how to clean a virus from my computer. Can CenturyLink clean my computer for me?

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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.
  • 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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