storm recovery faqs
Storm RecoveryÂ
PIE&G Connect is experiencing a system-wide internet outage due to the recent ice storm. Please click here for outage updates and storm information. We apologize for the inconvenience; we are working quickly and safely to restore power restoration to our service territory. Members do not need to report an outage until storm restoration and power service return to business as usual. Our technical support team monitors the network 24/7 and can identify the location of the homes and businesses without service.
We appreciate your patience and understanding.
Restoration Process
The time necessary for fiber internet service restoration is dependent on the level of damage to the power infrastructure, fiber-optic cable, and equipment.
The fiber-optic cable carrying your internet attaches to electric poles; fiber restoration must follow electric restoration.
Do I need to report an outage?
Until storm restoration in your specific area has allowed services to return to business as usual, customers do not need to report an outage. Our technical support team monitors the network 24/7 and can identify the location of the homes and businesses without service.
Why does power have to be back on before internet service can be restored?
The fiber-optic cables that deliver your internet service to your house use PIE&G electric poles. After a severe weather event, damaged or downed poles must be replaced or repaired and in working order for us to rehang the fiber cable to restore your service.
My power is on. Why is it taking so long for my internet service to come back?
The fiber-optic cables that deliver your internet service are attached to PIE&G electric poles. This means that all pole repairs and/or replacements must be made before beginning fiber service restoration.
Additionally, it creates a safety issue to have electric crews working on repairs to the electric system at the same time as fiber crews work to repair fiber. We do not want to interfere with the electricity restoration efforts or risk being on a line that could be energized. Safety first.
The timeframe for full restoration is dependent on the level of damage to the fiber network itself – whether the fiber-optic cables, the drops that run to your home, equipment, or other areas.
My router is damaged. What should I do with it?
If your equipment is damaged, click here to contact us.
My service is back, but my internet is running slow. How can I get that resolved?
Slowed performance immediately following a storm isn’t uncommon. Storms can often leave debris on or near fiber lines and cause slowdowns. There can also be damage or repairs going on elsewhere in the network that may cause slower speeds.
If your internet has been restored and you are consistently seeing slower-than-normal speeds or lags, please call Tech Support at 1-888-803-3453. We will do our best to respond in a timely manner, but please understand our call volumes are exceptionally high during recovery times.
