Important Notice: Ongoing and Intermittent Fiber Outage Issues
The recent intermittent fiber outages affecting customers with a specific model of fiber equipment have now stabilized. Approximately 18% of customer-owners subscribing to broadband services using PUD infrastructure were affected. If you continue to experience issues, please follow the steps below. For assistance, reach out to your internet service provider.
Steps to Restore Service:
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Locate Your Fiber 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.
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Locate the Fiber Box Power Supply
Locate your ONT power supply. It's typically found inside your building. Find the power cord and unplug it from the power outlet for at least 15 seconds. Then plug the power back in. When the device powers back up, restart your router to complete the process.
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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.
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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.
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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