What To Do If You're Experiencing An Outage

What To Do If You're Experiencing An Outage

This guide outlines steps for Phonoscope Fiber customers to troubleshoot and report an outage, including contacting CenterPoint if power is off, rebooting connections, and reporting the issue.

If you're experiencing an outage, please follow these steps to troubleshoot and report the issue.

NOTE: Please be aware that if you don't have electricity, it's crucial to contact CenterPoint before you proceed with the following steps.

Step 1: Check Power Status

If your power is out, contact CenterPoint to report the issue. They are responsible for the electricity supply, and they will be able to provide you with more information on the situation and the possible resolution time.

IMPORTANT NOTE FOR BUSINESS CUSTOMERS: Even if your building appears to have power due to a backup generator, it's essential to ensure that your electricity supply is fully restored and reconnected before we can take any steps to restore your Phonoscope Fiber service.

Step 2: Reboot Your Connection

If the power comes back on and the internet is still not working, the next step is to reboot your connection. Here's a quick guide on how to do this:

  1. Turn off your modem/router by unplugging it from the power source.
  2. Wait for about 30 seconds to 1 minute.
  3. Plug your modem/router back into the power source.
  4. Wait for the device to fully reboot, this may take up to 5 minutes.
  5. Check if the internet connection is restored.

Step 3: Report The Outage

If rebooting the connection doesn't resolve the issue, you will need to report the outage to us. There are two ways you can do this:

When reporting, please provide as much detail as possible about the problem you're experiencing. The more information we have, the quicker we can identify the issue and get you back online.

Additional Troubleshooting Tips

Before contacting us, it's also a good idea to check if:

  • Other devices in your home are also unable to connect to the internet. This can help identify if the problem is with a specific device or your entire network.
  • Your cables are all securely plugged in. Loose or disconnected cables can often be the cause of connection issues.
  • There are any known outages in your area. These can be found on our website or through local news outlets.

Remember, we're here to help. If you're unable to resolve the issue yourself, don't hesitate to get in touch and our team will be more than happy to assist you.

Navigating tech doesn't have to be intimidating! With Phonoscope Fiber's AI Helpdesk, you get all the support you need, whenever you need it. Imagine a friend who's fluent in tech (and multiple languages!) ready to answer all your questions through a friendly text chat. Whether you're troubleshooting an issue or just curious to learn more, simply visit https://www.phonoscopefiber.com/ai-support.
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