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Our Network

Our Network Is Strong

Network Health Update

We are approximately a month into a big spike in traffic volume across our network due to the many stay-at-home and work-from-home situations across the globe. We are identifying different usage patterns as people settle into new schedules and activities. Because of our ability to monitor usage, add capacity and reroute traffic, we are confident in the network’s continued high performance.

Network Performance

The network is currently functioning well given the significant volume increase due to our agile team of engineers monitoring congestion and hotspots and addressing those issues by adding capacity or rerouting traffic real-time. We are confident of the network’s optimal performance despite increased activity and will continue to prioritize turnup capacity and optimize flows daily.

Volume

The last few months have produced significant increases in volume. In the past, network volume has spiked when children come home from school or in the evening when people are streaming video or gaming. In today’s situation, our traditionally low volume day-time hours have seen heavier traffic periods, which is when the network can best absorb this traffic. We have seen increased traffic across the IP Backbone, voice, conferencing, collaboration and residential platforms.

Flexibility

We can adjust the network to accommodate hot spots and congestion issues real-time. Our teams of network engineers optimize traffic flow globally by activating host circuits, upgrading capacity, revising data limits, strategically planning patch releases, utilizing overflow routing and rebalancing traffic as necessary to facilitate high performance on the network. This increased, minute-to-minute focus and flexibility from our engineering teams has proven key to the smooth network operation we’ve seen in these unprecedented times.

We operate one of the world’s largest and most interconnected networks. And as a Designated Critical Infrastructure Partner we are positioned for the situation the world finds itself in today.

We will continue to actively monitor the network from our virtual Network Operations Centers (NOCs) around the world. CenturyLink has the flexibility to add capacity, modify paths, and adjust traffic based on utilization and we are continually refining our approach.

Network FAQs

 

How is CenturyLink preparing to maintain operations during the COVID-19 outbreak?

What has CenturyLink done to mitigate the spread of COVID-19?

Has COVID-19 affected your operations or ability to provide services?

What concerns do you have and how are you preparing for increased work-from-home traffic?

How can I optimize my internet speed/ensure I have the best connectivity?

How do I check for outages in my area?

How can I manage my consumer account online?

Where can I go to stay updated on how CenturyLink is responding to COVID-19?

 

How is CenturyLink preparing to maintain operations during the COVID-19 outbreak?
As a global company, CenturyLink continues to closely monitor the COVID-19 (coronavirus) outbreak.

We know our customers are counting on us to keep our network running at optimal performance. We stand ready, willing and able to meet our customers’ near-term and long-term needs and are prepared to sustain efficient traffic across our network, regardless of increased demand. Our approach balances the safety of our employees with our need to maintain critical business processes for our customers.

What has CenturyLink done to mitigate the spread of COVID-19?

We have taken precautionary measures that include:

- Moving 75% of our workforce to a work-from-home environment.
- Requiring social distancing for those employees whose jobs must be performed from one of our facilities.
- Providing our essential workers who are in the field with PPE, including hand sanitizer, sanitizing wipes and face coverings.
- Initiating enhanced cleaning of our facilities that may have been accessed by teammates who’ve reported potential exposure to or symptoms of COVID-19.
- Informing teammates who’ve been identified as close contacts of assumed/confirmed positive COVID-19 cases, so those close contacts can self-quarantine and seek medical advice.
- Instituting our “Safe Connections” program to keep customers and employees safe. This means our technicians will perform installation and repair activities from outside the home or business where possible. For residential service, we’ll complete any exterior work as usual and talk customers through the interior work. For business service, we’ll work with onsite contacts to find options for safe access to equipment rooms and closets while maintaining social distancing guidelines. If we cannot complete an installation or repair, we will reschedule the appointment when we can safely enter a home or business.
- Aligning with the CDC’s recommendation on wearing cloth face coverings in public settings. All public-facing CenturyLink employees are strongly encouraged to protect themselves and customers with cloth face coverings where it is difficult to maintain social distancing guidelines.
- Implementing a revised travel policy early in March, which includes suspended business travel to business-critical only and a self-quarantine policy for 14 days minimum for employees who have traveled to countries or regions significantly impacted by COVID-19.

 

Has COVID-19 affected your operations or ability to provide services?
Currently, the impact to our network and service continuity to our customers is minimal. We have seen significant increases in traffic volume across our network due to the many stay-at-home and work-from-home situations across the globe, but our network is performing well. Our network and services are monitored, managed and maintained virtually by technicians across the globe. Our Network Operations Center is constantly monitoring usage across our network. These teams can quickly add capacity, modify paths and adjust traffic as needed based on customer utilization. We know our customers are relying on us to stay connected, and we will continue to provide those services in a safe and effective manner.

What concerns do you have and how are you preparing for increased work-from-home traffic?
Our network has scaled to support the increased traffic we’ve seen as more businesses and schools transition to work from home with minimal performance issues.   We are always monitoring traffic across our network, but now even more so during COVID-19. Our Network Operations Center engineers are ready to add capacity, modify paths or adjust traffic as needed based on customer utilization. For more information about how our network is performing during COVID-19, visit the Network Strength page on our COVID-19 site.

How can I optimize my internet speed/ensure I have the best connectivity?
Visit our connection troubleshooter to ensure you are getting the fastest speed possible. 

How do I check for outages in my area? How do I report a disruption in my service?
Residential customers can contact us online to test their services visit or use our Live Chat feature on www.centurylink.com/home to troubleshoot any issues they may be experiencing. We understand how important it is to be connected during times like these. Our teams are constantly monitoring our network, and we continue to take every step to ensure our customers’ services are operating normally.  

Business customers can submit a trouble ticket through our small business or enterprise portal. 

How can I manage my consumer account online?
We understand how vital staying connected is for our customers during this unprecedented time. We are committed to providing you with support 24 hours a day by visiting our website at www.centurylink.com/help/chat to work with an online agent. If you need to speak with an agent, please call during our temporary hours of operation, 8:00 a.m. to 10:00 p.m. Central time, 7 days a week. Again, for afterhours assistance please visit our website at www.centurylink.com/help/chat. 

For other self-help options, please download the MyCenturyLink App at CenturyLink.com/CTLapp.


Where can I go to stay updated on how CenturyLink is responding to COVID-19?

Please visit news.centurylink.com/covid-19. In the event CenturyLink is affected by the coronavirus and your services are impacted, we will communicate with you directly through your account representatives and enterprise sales account managers. If you experience service disruption, please create a repair ticket and use normal repair processes.
 

 

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