storm recovery faqs
Storm Recovery
Due to the recent ice storm, PIE&G Connect is experiencing internet and voice outages. We apologize for the inconvenience. Crews are actively working to repair our fiber network. If you notice damage to your connection between your home and the main lines on the road, please call 1-888-803-3453. Otherwise, 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.
Important Billing Update
Dear Valued Fiber Subscriber,
As part of our continued efforts to support our community during the 2025 ice storm recovery, we will be applying a service disruption adjustment to your account. You will see this adjustment reflected on your May 20th, 2025 billing statement.
In addition, to further ease any financial burden during this time, we are waiving all late payment penalties and suspending service disconnections for non-payment until further notice.
We appreciate your patience and understanding as we work to restore full services and support those affected. If you have any questions, please don’t hesitate to contact our Member Services Team at (800) 423-6634.
Thank you for being a valued member of our community.
Sincerely,
PIE&G Connect
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?
If you notice damage to your connection between your home and the main lines on the road, please call 1-888-803-3453. Otherwise, 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.
