We know that things can get busy from time to time. No one wants to spend longer than they need to chatting with a support agent. If you are in need of assistance, we have a few tips to help you in the most quick and efficient way while also providing the agent with the information they will need to assist in troubleshooting your issue:
Verification
Verification allows us to check that you are the true owner of an account. Some questions may not require verification (how to send an email, how do I check my trash folder, etc), but most account related questions do require verification (help changing password, help changing 2FA), etc). If your agent requests verification, they will need you to provide two of the following items:
- Zip Code
- CenturyLink Account Number
- Billing Phone Number
Password Resets
If you are reaching out about not being able to log in and you already have your recovery method set up we recommend changing your password and attempting to log in again.
When resetting your password, we recommend using a strong password to prevent unwanted entities from having access to your account. While there is no such thing as a completely hack-proof password. With the advancement of super-computers and hacking techniques, no password is totally safe. But there are steps you can take to protect yourself against identity theft and security fraud by creating stronger, hard-to-crack passwords.
Characteristics of safe passwords include as many of the following as possible:
- At least 10 characters
- Upper and lowercase letters
- Numbers and special characters
- Not found in a dictionary
- Not based on personal information- i.e. birth date, phone number, address, etc.
You can learn more about strong passwords here: https://centurylinkwebmail.s.center/hc/en-us/articles/11759293798163-Process-for-creating-a-strong-password
Additional Information
Below are some other helpful tips to the chat queue.
- Closing the browser window, minimizing the chat, or staying idle for too long may cause the chat to drop. We recommend opening a new tab for articles and checking the chat every minute or two to see if the agent has updated you on their progress.
- If in the chat queue on your phone, make sure you do not navigate from the page you are on as that may cause the chat to drop.
- If you are chatting from a Mac or PC desktop and do not see a send arrow for your messages, you may hit the Enter key to send a message.
- If chatting from your phone, click "Done" on the keyboard if you need to lower the keyboard out of the way.
- If you end the chat by clicking the three dots of options, it will then end the chat.
- Important: If you click the reconnect button in the chat window, you will not lose your position in the queue.