Customer support and backup options
Fiber outages are less common than cable outages, but they do happen. Here's what to do when they do.
Before calling support: restart your ONT by unplugging it for 30 seconds and plugging it back in. Wait 2 minutes for it to reconnect. Restart your router separately. Check if the outage is isolated to one device or all devices — if one device, the problem is the device or Wi-Fi, not the fiber connection.
Before calling, check the provider's outage map or app. Major providers have real-time status pages and send text/email alerts for area outages. If there's a known outage, there's no need to call — you'll be automatically restored when the issue is resolved.
If there's no reported outage and troubleshooting didn't resolve it, call technical support. Have your account number ready. Fiber providers' support lines can remotely diagnose ONT connectivity — they can see whether your ONT is registering with the network.
Minor issues (individual line problems) are typically resolved same-day or next-day. Major infrastructure issues affecting large areas may take 24–72 hours. Physical damage from construction or weather events can take longer.
For work-from-home situations where connectivity is critical: a cellular hotspot (your phone's personal hotspot or a dedicated mobile hotspot device) provides backup. 5G hotspots can deliver 50–200 Mbps as backup. Some people maintain an active unlimited cellular plan specifically for this scenario.
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