INTERNET OUTAGE?
Outage? Call 1-800-410-4790 and select Option 2
Our Outage Reporting Number is monitored 24/7. We will begin troubleshooting the outage immediately upon receiving your message.
Technicians are available for non-outage customer support issues Monday - Friday from 8:00am - 4:30pm.
We occasionally schedule planned outages for equipment upgrades. Check your email for planned outages or updates to unexpected large outages.
No Internet
- Verify that your modem (also called the Optical Network Terminal/ONT) and router have power.
Internet slow or saying connected, but no internet?
- Try rebooting your router and ONT. To do this unplug both devices from the outlet and wait 30 seconds to 1 minute, then plug them back in. The reboot process takes 2-5 minutes. Verify that your router has a green light in the top corner and check your device for an internet connection.
Suspect a damaged fiber line from digging or other damage?
- On the ONT, you should see solid green lights for Power, Service, and Broadband. If either the Service or Broadband lights are out or red, you could have damaged fiber and need to call our technical support line.
ONT power light is red?
- This is normally due to a bad power cable and the device needs to be replaced. Please call into our technical support team.
Blinking red light on router?
- It is possible that cables got moved around and your ethernet cable coming from the ONT is no longer in the correct location. To verify this, check to make sure that the cable from the ONT is plugged into the gray WAN port on the back of the router. This is below the 4 yellow ethernet ports.
Internet not working properly after a power outage?
- Sometimes after your entire home has lost power, the router and the ONT do not come back online properly. If this happens, simply rebooting all the equipment one more time should correct the issue and allow the devices to properly request an internet connection and begin working properly.
To avoid outages in your online experience, our fiber infrastructure is built with the highest quality material with the most detailed of planning and execution. Unfortunately, there are circumstances that are out of our control and internet outages can happen. Here are some reasons why you might be experiencing an internet outage:
Scheduled Maintenance Upgrades: Planned outages happen occasionally to perform routine maintenance and upgrades. We try our best to keep downtime to an absolute minimum. Just know that your Internet service’s quality and capacity continues to grow with these types of events! We send direct emails well in advance of these planned outages. Check your email for planned outages or updates to unexpected large outages.
Cable Damage: This could result from many situations including our fiber optic cable being shot by hunters, limbs or trees falling on the cable or an underground line accidentally being cut. Check your email for updates to unexpected large outages.
Weather: Inclement weather can cause outages by damaging the infrastructure or making it difficult for maintenance crews to access and repair the network.
Human error: Accidents caused by human error, such as a construction crew cutting through a fiber-optic cable, can cause internet outages.