How to Get Help with Internet Issues

How to Get Help with Internet Issues

Well, you are probably here because you are experiencing issues with your internet. We are sorry to hear that, but hopefully our troubleshooting guide below will help you resolve any issues.

Step 1: Attempt Basic Troubleshooting

If you experience any internet issues, we highly encourage you to attempt initial troubleshooting yourself. Start by unplugging and replugging (power cycling) your CenturyLink modem and any Wi-Fi extenders. If that does not solve the issue, additional troubleshooting steps can be found using the links below:

  • If you can’t connect to the internet at all, click here
  • If your internet is running slow or frequently buffering, click here

Step 2: Contact CenturyLink ON Support

If initial troubleshooting fails, we recommend contacting CenturyLink ON support.

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

Phone support is available from 8am to 8pm Monday through Friday by calling 866-872-0238. Chat support is available 24/7 at


Step 3: Contact Lumiere

Lumiere is in direct contact with the team leading CenturyLink ON Support. To improve their service, CenturyLink is looking for specific examples of interactions where their team missed the mark.

If CenturyLink ON Support was not able to help you, you had a poor experience with CenturyLink ON Support, or you suspect fiber damage (evident by either a red or unlit status light next to the Broadband label on your CenturyLink modem, for Modem/Router Combos this is labeled WAN/GPON), please submit a ticket to us using the following link:

No matter your problem, we will assist you to the best of our ability and escalate if necessary.


Persistent Internet Issues?

Have you been experiencing persistent internet issues? We want to hear more. Please fill out our Persistent Internet Issues form using the following link: Persistent Internet Issues Survey Form