Support
Our support line will help with whatever you need!
To speak to someone directly call our 24/7 tech support:
PIE&G Connect Member Services
Phone: 1-800-423-6634
Hours: Mon to Fri 8AM – 4:30PM
Internet Technical Support
Phone: 1-888-803-3453
Hours: 24 hours a day, 7 days a week
Voice Service Technical Support
Phone: 1-888-803-3453
Hours: 24 hours a day, 7 days a week
Need assistance?
Contact us today and one of our representatives will be happy to speak with you.
Restoration Process
The time necessary for fiber internet service restoration depends on the damage to the power infrastructure, fiber-optic cable, and equipment.
We've completed the system damage assessment.
🌲Step 2 in the Process:
Debris is being cleared to allow crews to access the network safely.
🔧 Currently in Steps 3-4:
Many of our specialty fiber crews are driving white trucks instead of our usual red. These teams are repairing the primary lines that run along the road, a complex process that involves carefully splicing individual fibers. Each section can take up to 16 hours to complete. Other crews are focused on repairing or replacing secondary service drops, the fiber lines connecting homes and businesses to the main network.
⏳ Challenges of the Job :
Every location presents unique challenges — terrain, accessibility, and the extent of damage all impact repair time. These factors make it hard to offer a specific restoration date, but we want you to know that our crews are steadily progressing each day.
📶 What’s Next:
Once the primary lines running along the road and the secondary service drops that connect homes and businesses to the main network are repaired and tested, your internet service will automatically return.
We truly appreciate your patience, support, and understanding as we continue working to restore service to every subscriber.
Do I need to report an outage?
If you notice damage to your connection between your home and the primary 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.
What is splicing?
Rain, snow, sleet, or shine—our crews are working hard to restore PIE&G Connect fiber internet and voice service as quickly and safely as possible.
In this video, you'll see one of our skilled fiber technicians splicing a primary line that runs from the Onaway substation to Black Lake. Before splicing can even begin, the technician must carefully build the enclosure and trays that hold each completed connection. For this job, 144 individual splices are required—each one demanding patience, precision, and focus.
Crew members work long days and even overnight shifts to help reconnect the community. It’s challenging work, but they take great pride in bringing service back to our members.
Take a moment to watch and see the dedication that goes into every connection we restore.
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.