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.
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.
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:
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.
Before contacting us, it's also a good idea to check if:
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.
We are open Monday - Friday from 8AM to 5PM. Our NOC is open 24/7 to support business and residential customers.
We offer speeds from 100Mbps to 1Gbps with symmetrical speeds and unmatched reliability. You can enhance your fiber connection with Fiber TV - including streaming on up to 5 devices - and Fiber Phone service.
The time it takes to activate your Phonoscope Fiber service can vary depending on a number of factors, such as your location and whether new fiber infrastructure needs to be installed at your premises. We always aim to get you up and running as quickly as possible, but we also want to ensure the service is set up correctly for the best experience. Please contact our customer service team with your specific information for a more detailed estimate. Your patience and understanding are greatly appreciated.
Log in to your account here to see monthly usage, and pay your bill here.
At Phonoscope Fiber, we prioritize giving our customers the flexibility to choose the best equipment for their specific needs. WiFi needs can vary greatly based on the size of the home, number of devices, and specific usage requirements. By not including a specific router with our service, we enable our customers to select a router that fits their individual needs and preferences, whether that's a basic model or a high-end router with advanced features. This approach ensures the best possible internet experience for every user. As always, our support team is more than happy to provide guidance and recommendations for choosing the right hardware. See our router recommendations.
While we understand that any additional fees can be a concern, our one-time activation fee helps cover the costs associated with setting up new services, including equipment and labor. Unfortunately, we are unable to waive this fee. We appreciate your understanding and assure you that we strive to provide the best value for our services.
At Phonoscope Fiber, we periodically offer special promotions for new and existing customers. However, we do not have standard ongoing discounts such as for seniors or military personnel. Our prices are carefully set to offer all customers the best value possible for our high-quality, reliable services. Thank you for your understanding.
We hand off a 10/100/1000Mbps [TS2] CAT5, CAT6, or fiber full-duplex Ethernet connection to customers. If this is a private point-to-point or point-to-multipoint connection, you use your own IP addresses, as we will be transparent to your networks. If this is an Internet connection, we will assign public IP addresses and work with you to determine the most effective way to utilize the link.
After you sign a Master Service Agreement and a Service Order, we assign a dedicated Project Manager (PM) to your account. Your PM will email you an implementation activity schedule and coordinate the installation with you. Your PM is always readily available to answer any questions during the process. Depending on your requirements, we will drop 2 CAT5/ 2 optical fiber or install a data switch. We begin billing once service is activated
Our Houston area metro network offers over 4,000 fiber route miles, over 200 rings for redundancy, and Layer 2 and Optical Wavelength infrastructure for 20Tbps capacity featuring full IPv6 support. View our network footprint.
Phonoscope will provide you with public IP addresses if you order internet service. You will receive an IP Justification (IPJ) Form. The American Registry for Internet Numbers (ARIN) requires a written justification to demonstrate that we are using IP allocations efficiently.
We have an SLA uptime of 99.997% for our commercial customers. Contact business sales for more information.