Have you lost internet connection due to a power outage?
Once your power is restored, please allow 15 minutes for your device to reset before reporting storm-related issues. We’ve also created a helpful video on resetting your router.
If you have any additional questions or concerns, please don't hesitate to call us at (844) 635-1849 or by submitting a ticket through your account.
Frequently Asked Questions
How do I know if my service is affected?
Enter your address using the “Check My Address” button at the top of this page. We’ll show you the current status for your specific neighborhood.
Why does my internet feel slow or unstable?
Performance issues can be caused by temporary network conditions, maintenance work, or local equipment like your router. Checking your service status will tell you whether anything is currently impacting your area.
What does “Temporary Network Issue” mean?
It means we’re seeing a service disruption in your area that may affect internet performance or connectivity. Our technicians are already working to restore full service.
What does “Scheduled Maintenance” mean?
From time to time, we perform planned network upgrades to improve speed, reliability, and overall service quality. During this time, you may briefly experience slower speeds or a short service interruption.
Do I need to call support if my area is affected?
No — if your area shows a network issue, our team is already aware and working on it. Calling or submitting a ticket will not speed up restoration, but you can sign up for text updates to stay informed.
If you’re affected by an outage, rest assured our technicians are already working as quickly as possible to restore service for everyone in your area. There’s no need to request a repair if you’ve confirmed your address is within an active outage.
Tip: Once power and service return, be sure to reboot your modem or router to help your equipment reconnect smoothly. You’ll receive updates as soon as there’s progress or resolution.
What steps can I follow if I have no dial tone or static noise on home phone line?
Troubleshooting Home Phone Issues
What should I do if there’s no dial tone or I hear static on my home phone line?
If your home phone isn’t working as expected, try these quick steps before reaching out for help:
- Check all phone cords and connections: Make sure every cord is plugged in securely and that there aren’t any obvious signs of damage.
- Test with a different phone: If you have another handset, swap it out to see if the problem is with the device or the line itself.
- Disconnect other devices: Unplug any fax machines, splitters, or other equipment sharing your phone line, then test again.
- Try another phone jack: Move your phone to a different jack if you have one, which can help pinpoint if a single outlet is to blame.
- Listen for background noise: If static is present, ensure cords aren’t frayed and consider replacing any that look worn.
If you’re still without a dial tone or notice persistent noise after these steps, please contact our support team so we can help diagnose and resolve the issue.
How long does it usually take to restore service?
Restoration times vary depending on the situation, but our local Mainstream Fiber crews work as quickly and safely as possible to get your service back online.
How can I diagnose and troubleshoot individual internet or equipment issues?
Why does my service show “Operating Normally” if I’m having problems?
Sometimes issues are related to in-home equipment like modems, routers, or Wi-Fi placement. Try restarting your equipment. If the problem continues, our support team is happy to help troubleshoot.
More ways to troubleshoot your connection
- Check your WiFi: Make sure your device is connected to the correct network and try moving closer to your router. Walls, large appliances, or microwaves can interfere with your signal.
- Slow internet? Test your speed at different times of day and on multiple devices. If you consistently see low speeds, there may be congestion or a temporary network slowdown.
- Modem lights: Take a look at the lights on your modem or gateway. Blinking or red lights can indicate a problem. Refer to your device manual to see what different light patterns mean, or reach out to support for guidance.
It’s also possible to experience service interruptions even if there isn’t an area-wide outage. The issue could be isolated to your home or equipment, such as a faulty modem, router, or loose connections. We recommend using the automated Troubleshooter tool in your account to run diagnostic tests on your line and devices. The tool can often spot the problem—and in some cases, even fix it remotely. If further assistance is needed, you’ll have the option to schedule a repair appointment or connect with us for additional support.
What are common support topics for internet and home phone?
Wondering what folks typically need help with? Here are some of the most frequently asked-about topics for both internet and home phone services:
For Internet:
- Finding out if there’s an outage or service disruption in your area
- Resolving slow speeds or connection drops
- Optimizing your Wi-Fi coverage throughout your home
- Upgrading your plan for faster service or more bandwidth
- Securing your network—think antivirus, firewalls, and safe browsing tips
- Help setting up or replacing your router and modem
For Home Phone:
- Troubleshooting issues with call clarity or dropped connections
- Enabling and using handy calling features like caller ID and call waiting
- Blocking spam or unwanted calls (robocalls, anyone?)
- Setting up or accessing voicemail
- Integrating your phone service with smart devices like Google Nest or Amazon Alexa
How do I sign up for text message updates?
Click the “Get Text Updates” button and enter your mobile number and address. You’ll only receive messages when something is impacting service in your area.
Will I get marketing texts if I sign up?
No. Text alerts are used only for service status and network updates related to your address.