Fiber Outage Information

Important Notice: Ongoing and Intermittent Fiber Outage Issues

We are currently addressing intermittent and sporadic fiber outages affecting customers with a specific model of fiber equipment. Approximately 18% of customer-owners subscribing to broadband services using PUD infrastructure may be affected. While not all customers with this equipment are experiencing issues, if you are, please follow the steps below. For assistance, reach out to your internet service provider.

Steps to Restore Service:

  1. Power Cycle Your Equipment: ONT Box
    Your ONT (Optical Network Terminal) is usually located in a gray box on the exterior of your building close to your power meter, but it could also be in a garage or another indoor area.

    To power cycle your ONT, completely remove power from the device for at least 15 seconds by unplugging it from power. It is not adequate to restart the ONT - it must be removed from power. When the device powers back up, restart your router to complete the process.

  2. Wait for Service Restoration:
    If service doesn’t resume within 10 minutes after power cycling your ONT in Step 1, please contact your service provider to submit a trouble ticket. 

  3. Handling Reoccurring Outages:
    In some cases, the outage may reoccur even after power cycling the ONT. If this happens, power cycling the equipment again may restore service faster than waiting for our crews to arrive on-site for replacement. If the issue continues, please submit a trouble ticket with your service provider.

  4. For Businesses:
    If you are a business experiencing service interruptions, please contact your service provider to submit a trouble ticket for priority handling.

Ongoing Equipment Upgrades

Please know that we are actively working to replace the impacted ONT's. We had initiated a scheduled upgrade prior to these recent outages, and we are now expediting replacements as quickly as possible, within the constraints of time and available equipment.

Thank you for your understanding and patience as we resolve these issues.

For more information about the scheduled fiber equipment upgrades, please visit the Fiber Equipment Upgrade information page