Last reviewed
Before You Start
- Make one note of when the interruption started and which services stopped working.
- Keep your modem, ONT, or router powered unless support asks you to do something different.
Steps
Restart the affected equipment one time and check whether service returns.
Test one wired or close-range device so you can tell whether the issue is Wi-Fi only or a full service interruption.
Watch for Purple Cow updates and reach out if you need confirmation, if your address doesn't appear to be part of a wider interruption, or if service doesn't return after updates say the issue is resolved.
After service returns, reach out if you still need account-specific help.
Frequently asked questions
Should I keep rebooting the equipment every few minutes?
No. One clean restart is enough for a first check. Repeated resets usually don't help during a wider interruption.
When should I reach out?
Reach out if your service doesn't return after basic checks, if updates say the interruption is resolved and your service is still down, or if you need account-specific help.
What if things still aren't behaving?
If things still aren't behaving, call or text 902-800-2660 and we'll help from there.