How We Communicate Planned Maintenance and Unplanned Outages
We understand that a stable internet connection is essential to your daily life. When we need to perform planned maintenance, we notify you in advance. These notifications are sent by email to the address you provided during sign-up. We also post a notice on this Service Notifications page, and sometimes share updates on our social media channels. Planned maintenance usually happens during low‑usage hours, and we try to keep any disruption as brief as possible.
For unplanned outages, we act quickly to identify the cause and restore service. As soon as we become aware of a widespread issue, we update this page with a brief description of the problem and an estimated time for resolution. We also send alerts through our email list. In some cases, we may post updates on our social media accounts. We do not have a phone‑based outage recording system, so checking this page or your email inbox is the most reliable way to stay informed.
We do not provide real‑time status for individual connections. If you are experiencing a problem and do not see a notice here, please follow the steps below before contacting us.
What You Can Check First
Before reporting an issue, a few simple checks can often resolve the problem or help us diagnose it faster. Start with the obvious:
- Power: Make sure your modem, router, and any other networking equipment are plugged in and turned on. Check for a blown fuse or tripped breaker if you lost power recently.
- Cabling: Verify that all cables are securely connected. Look for loose, damaged, or chewed cables both inside and outside your home. If you use a surge protector, ensure it is working.
- Router: Restart your router by unplugging it for thirty seconds, then plugging it back in. Wait two minutes for it to fully reboot. If you have a separate modem, restart both devices in order: modem first, then router.
- Antenna alignment: If you have an external antenna, check that it has not been moved by wind or animals. A slight turn can affect the signal. If you can safely access the antenna, ensure the mounting is secure and the cable connection is tight.
If these steps do not restore your connection, please contact our support team. The more information you can provide, the quicker we can help.
Information That Helps Support Resolve an Issue Faster
When you reach out, be ready to share the following details. This helps us identify the cause and get you back online with less back‑and‑forth.
Your account information: Have your account number or registered email address ready. This lets us locate your service record immediately.
A description of the problem: Tell us what you are experiencing. For example, is the connection completely down, or is it slow and intermittent? When did the issue start? Does it affect all devices or only one?
What you have already checked: Let us know if you performed the steps listed above and what you observed. Mention if you saw any error lights on your modem or router. This saves us from asking you to repeat those checks.
Any recent changes: Have you added new devices, moved equipment, or changed your network settings? Even a small change can affect performance.
Weather or physical damage: If there has been severe weather, construction, or an animal incident near your home, tell us. We may already be aware of a local issue.
By providing clear, complete details, you help us troubleshoot more efficiently. We will work with you until your service is restored.
