Century Link FAQs

Stella Maris Master HOA Frequently Asked Questions Created: January 23, 2018 *** When contacting CenturyLink, always identify yourself as a Stella Maris Master HOA resident *** What services will CenturyLink provide through Stella Maris Master HOA? The contracted services provided to each resident of Stella Maris Master HOA are: • PRISM Complete TV with High Definition (HD) Channels, DVR service & 3-set top boxes (STB’s), one is DVR enabled. • High Speed Internet: Up to 100Mbps/50Mbps (Dedicated Internet Access) Is there an additional charge for High Definition (HD) service? No, HD is included in the contracted bulk services for all channels in the PRISM TV Complete Package which broadcast in HD. You will receive the channels in HD if your television and connections are HD compatible. Is there an additional charge for DVR service? No, DVR service is included in the contracted bulk services. What does Whole-Home DVR service ‘activated’ mean with our bulk agreement? The first set top box installed is also a whole-home DVR, which will allow you to record, pause and play channels/recordings from any room in your home. Is there a charge for additional Set-Top Boxes? Yes. The bulk service provides 3 Set-Top Boxes. If you would like additional boxes you may contact our Customer Service team at 866-706-4722 for additional details. Is there a charge for Pay-per-View Events and Videos? Yes, Pay-per-View service is an upgrade option. You may contact our Customer Service team at 866-706-4722 for additional details on the activation and deactivation of this service. Are the Set-Top Boxes wireless? No, all Set Top Boxes (STB) are hard wired. You may contact our Customer Service team at 866-706-4722 or physically go to the local Retail Store for additional details on upgrading to a wireless Set Top Box. Note: The installers will test the existing coax in each residence. If the coax meets the CenturyLink parameters, all connectors will be changed and the existing coax will be used. If coax does not exist in a room or does not meet the parameters and wiring or rewiring is not an option, a wireless STB will be used at no additional cost to the customer. This will be determined on a case by case basis at the time of the in-home installation.

Customer Service/Billing: 866-706-4722 Repair Help Desk: 877-720-3416 @2018 CenturyLink. All Rights Reserved. The CenturyLink mark, pathways logo and certain product names are the property of CenturyLink. Do residents of Stella Maris Master HOA receive special discounted rates on upgrading television packages and/or higher data speeds? Yes, current discounted rates are available. All upgrades require you to have your own retail account. If you want to upgrade your services, contact CenturyLink’s Customer Service team at 866-706-4722. Upgrade Options: High Speed Internet: Up to 1Gbps Television Packages: Prism Preferred Prism Premium Can I keep my current email address? If you currently have a CenturyLink email address (@embarqmail.com, @centurylink.net or @earthlink.net) contact our Customer Service team at 866-706-4722 and inform the representative that you plan to continue to use your existing CenturyLink email account. If not communicated at the time you disconnect your retail internet service, the email address and all account information will be lost. If you currently have an email address that is a webmail account, i.e. Yahoo, Gmail, AOL, etc. no action is required and your email account will not be impacted by the installation of our bulk services. If service is with another provider: After the bulk installation is completed in your unit, you will need to contact your service provider and disconnect your current internet services. The bulk services from CenturyLink include high speed internet and Prism television services. Note: If your current email address is not a webmail account such as; Yahoo, Gmail, AOL, etc. you will need to create a webmail email account because CenturyLink email addresses are not provided as part of the bulk contract. Who can I contact at CenturyLink? Since Stella Maris Master HOA is a bulk customer, only use these phone numbers or physically go to the local Retail Store. Calling other toll-free numbers may result in delays and other issues. • Add or Remove Services: Call Customer Service & Billing team at 866-706-4722. Hours of Operation: Monday-Friday 9:00AM - 7:00PM EST; Saturday 9:00AM - 6:00PM EST; Sunday, Closed • Visit the Naples Retail Store Address: 6438 Naples Blvd #100, Naples, FL 34109 Hours of Operation: Monday-Friday 8:00AM – 6:00PM EST; Saturday 10:00AM – 3:00PM EST; Sunday, Closed • Technical Support: Call Technical Help/Outages: Help Desk at 877-720-3416 Hours of Operation: Monday - Sunday 6:00AM – 11:00PM EST

Customer Service/Billing: 866-706-4722 Repair Help Desk: 877-720-3416 @2018 CenturyLink. All Rights Reserved. The CenturyLink mark, pathways logo and certain product names are the property of CenturyLink. I currently have my own services. Who do I contact if I want to disconnect this service once the bulk CenturyLink services are installed in my unit? If service is with CenturyLink: You will need to contact the CenturyLink Customer Service team at 866-706-4722 to disconnect your current retail Internet and/or Prism services, once your bulk installation is complete. If you currently have and use a CenturyLink email address, be sure to inform the representative if you plan to continue to use your CenturyLink email address (@embarqmail.com, @centurylink.net or @earthlink.net). If not communicated at the time you disconnect your retail internet service, the email address will be lost. If service is with another provider: After the bulk installation is completed in your unit, you will need to contact your service provider and disconnect your current internet services. The bulk services from CenturyLink include high speed internet and Prism television services. Note: If your current email address is not a webmail account, i.e. Yahoo, Gmail, AOL, etc. you will need to create a webmail email account because CenturyLink email addresses are not provided as part of the bulk contract. Do I need to do anything regarding my telephone service? If your telephone service is currently provided by CenturyLink you do not need to take any action. CenturyLink will continue to provide your phone service over our existing copper network. If you do not have telephone service and would like CenturyLink to provide it, you may order the service by contacting our Customer Service team at 866-706-4722 or visiting your local retail store located at 6438 Naples Blvd #100, Naples, FL 34109. CenturyLink can provide telephone service to you over our existing copper network. If you currently have telephone service with another provider and want to move your phone service to CenturyLink, contact our Customer Service team at 866-706-4722 as soon as possible to request the change. Providers typically need 14 days to port your current telephone number to another provider. By doing this, you are able to retain your existing phone number. Will I need my own router once the bulk High Speed Internet service is installed? No, a wireless router is included as part of the bulk services. How do I set up the new network on my computer and devices? At the time of your initial installation CenturyLink will hook up your computers and wireless devices including but not limited to: • Smart TV’s • Computers • Laptops • Printers • Tablets • Smartphones If you need to set up a new computer or device after the installation you may contact the Technical Help Group at 877-720-3416 or visit following link: http://www.centurylink.com/help

Customer Service/Billing: 866-706-4722 Repair Help Desk: 877-720-3416 @2018 CenturyLink. All Rights Reserved. The CenturyLink mark, pathways logo and certain product names are the property of CenturyLink. Where do I find the network name (SSID) and password (passphrase) to set up my new wireless network? You will find this information on a sticker either on the top or bottom of the modem/gateway located at the first point of signal entry in your home. The network name is the SSID and the password is the Key/Passphrase. (In the example below the network name is: CenturyLink7404 and the Password is: e3db4a8adbea83.) Note: Use the ‘passphrase’ information and NOT the Admin password. If desired, please refer to CenturyLink.com/internehelp.com for assistance in establishing a unique password. What does High Speed Internet: 100Mbps Download/50Mbps Upload (Dedicated Internet Access) mean? The contracted bulk High Speed Internet service being provided to Stella Maris Master HOA will allow you to download and upload videos, music, pictures, play games and browse your favorite websites with ultra fast internet connections. Data speeds are commonly measured in Megabits per second (Mbps). The term “dedicated” is used because that is the speed CenturyLink guarantees from the router in each residence to the Internet: 100Mbps download speed and up to 50Mbps upload speed. The first number is download speed and refers to how fast you "get" information from the Internet. The second number is upload speed and refers to how fast you "give" information to the Internet. What factors could impact the speed of my High Speed Internet? The average home has multiple devices (Smart TV’s, computers, laptops, printers, tablets and smartphones) sharing the Internet bandwidth simultaneously which impacts the speed delivered to each device. Also, there are factors like the strength of the wireless signal within your home, including: distance from router, locations within the home, electrical or other obstructions, cordless phones, baby monitors, wireless thermostats, security systems, or saturation of wireless signals from other nearby sources.

Customer Service/Billing: 866-706-4722 Repair Help Desk: 877-720-3416 @2018 CenturyLink. All Rights Reserved. The CenturyLink mark, pathways logo and certain product names are the property of CenturyLink. If I have no picture on my TV, what steps can I take before calling CenturyLink Help Desk? In order for the set top box (STB) to transmit its signal to your TV the two must be able to establish a proper connection, so try the following steps first: 1. Check the inputs on your remote and ‘settings’ on your TV, using your TV remote to verify your input is on the correct HDMI selection (usually HDMI 1). Continue scrolling through the TV’s input selections on the menu until an image appears. If still no picture, 2. Turn your TV off and then back on. If that doesn't correct it, 3. Unplug your STB and plug it back in. This allows the STB to “reboot”. If none of these steps are able to establish the TV signal, then call the Technical Help Group at 877-720-3416. What do I do if I press the power button on the remote control and the TV screen is black or displays ‘press ok to continue?’ Press the OK button on the remote. If image does not appear, the remote control may be out of sync (it is supposed to turn on the TV and STB simultaneously). If the TV button on the remote was accidentally pressed, this causes the remote to only control the TV. Turn off the TV and STB. Press the top left button on the remote control that says ‘Prism STB’ once. Then press the power button on remote. Doing this will re-sync the remote with both the TV and STB.

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