FAQs

• How will I be charged?

  CenturyLink™ RescueIT^SM charges will appear on your CenturyLink phone bill under the equipment category.

• What are the computer system requirements?

  CenturyLink™ RescueIT^SM requires Windows 2000, Windows XP or Windows Vista. Apple computers are only supported with in-home computer support. Customers must have a minimum of 512MB of RAM with Windows 2000 or Windows XP, and 1GB of RAM with Windows Vista. Additionally, customers must have an updated security software license or be willing to install CenturyLink™ Online Security, which is included with CenturyLink™ High-Speed Internet service.

  Not sure if your computer meets the system requirements or have questions? Give us a call at 877-663-7658.

• What is the average turnaround for in-home computer support?

  In most cases, we can schedule a support visit within 48 hours.

• What are your hours of operation?

  Phone Support: For English-speaking phone support, standard hours of operation are Monday-Sunday, 6 AM – 2 AM EST. For Spanish-speaking phone support, hours of operation are Monday-Friday, 9 AM – 11 PM EST, Saturday 11 AM – 8 PM EST, and closed on Sunday.

  In-Home Support: Standard service hours for in-home support are Monday-Friday, 7 AM – 8 PM and Saturday 10 AM – 5 PM. When necessary, CenturyLink will attempt to schedule outside of these hours, but cannot guarantee that a technician will be available.

• What if my computer service problem persists?

  If your computer service problem persists, please contact CenturyLink as soon as possible at 877-663-7658.

• What if I need to cancel / reschedule an In-Home appointment?

  Changes in appointments should be made at least 24 hours in advance by calling CenturyLink at 877-663-7658. You will be charged $75 for any scheduled appointment you cancel/reschedule with less than a 24 hour notice.

• What if my computer problem cannot be fixed?

  CenturyLink will make all reasonable efforts to diagnose and resolve your computer-related problems. In certain cases, however, problem diagnosis and support may not be completed because of a problem with your computer or its configuration that is beyond our control.

• What if the computer support I'm looking for isn't listed on the website?

  The sheer number of possible computer-related problems prohibits us from listing all services that we can perform. If your problem is not listed, contact us at 877-663-7658 to determine if we are able to meet your needs.

• Are your technicians qualified?

  CenturyLink™ RescueIT^SM computer consultants are a highly trained and skilled team that are qualified to support a broad range of computer issues.

• What do I need to know before I have an in-home computer support visit at my home?

  Someone at least 18 years of age must be present the entire time that services are provided. You will need to supply all necessary connections, wiring, and adaptors. The Technician must receive full access to the computer(s) and/or peripheral(s) to be serviced, access to your residence, your consent and cooperation to enter your residence, a safe working environment, working space, and electrical power.

• What if I would like to upgrade the memory on my computer?

  CenturyLink RescueIT suggests you consider using Crucial.com, a supplier of memory upgrade hardware. Utilizing the Crucial Memory Advisor tool takes the guesswork out of upgrading.