During a service interruption, the goal is to do the safe basic checks once, keep useful notes, and avoid losing time on repeated resets that don't help.
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.