Internet Outage: What to Do When Your Service Goes Down

It never picks a good time. A storm rolls through, the power blinks, and when it comes back nobody in the house can get online. Or the internet works fine in the kitchen and not at all in the back bedroom, right as the grandkids show up with a bag full of tablets.

When there's an internet outage, the trick is doing things in the right order, so you don't waste time and there's a record if it drags on:

Check for an outage with your provider (links below).
Restart your equipment: router first, then the fiber box (the ONT) if that doesn't do it.
Open a repair ticket through your provider's app, online account or tech support line.
Write down the ticket number. Screenshot it or jot it on the calendar.
If it isn't fixed quickly, text Timberline at (903) 664-8681 with that ticket number so we can follow up with the provider for you.

Don't skip that last step. It's where we can help most.

How do I report an internet outage to my provider?

Every provider we work with has an app and an online account, and most have a repair line (Frontier handles tech support by chat). If your home internet is down, turn off Wi-Fi on your phone and use cell data. Frontier notes the MyFrontier app works over cellular. Either way, don't hang up or close the chat until you have a ticket number.

If you have Frontier (now part of Verizon)

Frontier is a Verizon company now (here's what that deal means), but Verizon says existing Frontier customers don't need to do anything and account management stays the same for now.

Check for an outage: enter your address on Frontier's outage page, or text OUTAGE to 70994 for updates until it's resolved.
Report it: tap Giga in the MyFrontier app and describe the problem. If it can't be fixed remotely, it helps you book a repair visit. Or chat from Frontier's contact page. Giga runs 24 hours a day, with live agents during business hours.
Ticket number: Frontier gives it to you by phone or email when the ticket is created. Check it anytime on the ticket status page with that number, your ZIP code and last name.

If you have Kinetic by Windstream

Report it: Kinetic calls the Go Kinetic app or portal the most efficient way. Troubleshoot and open a repair ticket yourself, or have the chat Digital Assistant open one.
Call: 1-800-347-1991, open 24/7 for tech support and outage reports, per Kinetic's outage page.
Good to know: Kinetic's general policy is to credit interruptions longer than 24 hours on request, but not if you didn't tell them promptly.

If you have Brightspeed

Check for an outage: enter your address on Brightspeed's outage page, where you can also sign up for outage texts.
Report it: the Brightspeed Internet app shows any outages nearby. If there aren't any, Brightspeed's Troubleshooter checks your line and lets you open a repair ticket and schedule a technician.
Call: 833-692-7773, from Brightspeed's contact page.
Good to know: you have to report the outage to get a credit, and interruptions over 24 hours may qualify.

If you have AT&T

Check for an outage: att.com/outages (sign in or verify with a phone number on the account), or the Smart Home Manager app.
Report it: AT&T runs diagnostics first, online under "Fix an issue" or in Smart Home Manager. If a technician is needed, it helps you set up a repair appointment.
Call: 800.288.2020 for bill, account and tech support, per AT&T Internet support.

If you have Optimum

Check for an outage: sign in on Optimum's outage page or use the My Optimum app, which includes outage detection.
Call or chat: Optimum's contact page lists 24/7 technical support at 877.694.9474 for most areas (a few regions have their own numbers), plus 24/7 chat.

Why does the ticket number matter so much?

It's your receipt. Without one, every call starts from scratch: new person, same questions, "have you tried unplugging it?" It can matter for your bill, too: Kinetic and Brightspeed tie outage credits to you reporting it.

It's also what we need to follow up with the provider on your behalf.

When should I text Timberline, and what should I send?

If the provider hasn't fixed it quickly, or you're getting the runaround, text us at (903) 664-8681. Not sure if you signed up through us? Send it anyway and we'll check. Copy this and fill in the blanks:

Name on the account:
Service address:
Provider:
Ticket number:
What's happening (no internet, slow, dropping, one room only):
When it started:
What you've already tried:

Shelby follows up personally, by text or phone. We're an authorized agent, not the provider, so we can't splice a cut fiber line, and the provider still sets the repair schedule. What we can do is stay on it with the provider so you're not chasing it alone. There's no charge for that. The providers pay us; you never do.

How do I restart my router and ONT the right way?

With fiber, you usually have an ONT, which Brightspeed describes as the small box that brings fiber into your home, plus a router that makes your Wi-Fi.

Check for an outage first. If the whole area's down, restarting won't help.
Restart the router. Unplug it and wait. Kinetic says at least a full minute, and so does Brightspeed for most of its modems. AT&T says 20 seconds for its gateways and warns the restart can take up to 10 minutes.
Still down? Restart the ONT. Frontier's ONT guide says to unplug it, wait at least five minutes, plug it back in, then give it at least five more. If a battery backup is attached, disconnect one battery lead first.
Restarting both? Plug the ONT back in first and give it a few minutes before the router.

Once the provider says the outage is fixed and you're still offline, restart your router anyway. Brightspeed says to always reboot your modem after an outage.

Restarting isn't resetting, though. A reset puts the modem back to factory settings and erases your custom setup, so leave the reset button alone unless tech support asks.

What do the lights on my router or ONT mean?

Every model's different, so trust your provider's guide. Kinetic says green or blue usually means a good connection, while orange or red can mean there's still trouble.

Brightspeed: modem lights guide by model. After a reboot, wait for the power and internet lights to turn green.
AT&T: All-Fi Hub and Wi-Fi gateway guide.
Frontier: the ONT guide starts with making sure the ONT's lights are on and it has power.

No lights at all? Check the outlet. Brightspeed notes an ONT in a garage or outside likely plugs into a GFCI outlet, the kind with test and reset buttons, and those can trip. Snap a photo of the lights before you call.

Is the problem my internet or my Wi-Fi?

Frontier explains it well: a "speed to home" test measures what reaches your router, while a test on a Wi-Fi device measures that last stretch through your house, where walls, distance and older devices slow things down.

So plug a laptop straight into the router with an Ethernet cable and run a speed test. If wired is fine but Wi-Fi is slow, your service is working and the problem's inside the house: Wi-Fi range, or too many devices sharing the bandwidth. If wired is slow or dead too, that's on the provider. Open a ticket.

No Ethernet port? Stand right beside the router and run our free speed test on your phone.

Why does my Wi-Fi work in one room but not another?

Usually it's distance and whatever's in the way. Brightspeed's list of Wi-Fi signal killers includes brick, concrete, heavy doors, fish tanks and big appliances like refrigerators. If the router's tucked in a cabinet at one end of a long ranch house, the back bedroom never stood a chance.

Run a speed test on your phone next to the router, then again in the problem room, as Brightspeed suggests. Watch the Wi-Fi bars as you walk; where they drop to one, you've found the edge.

Then try the fixes, cheapest first:

Move the router somewhere central, up high and out in the open. Not in a closet.
Try the other band. Per Brightspeed, 2.4 GHz reaches farther, while 5 GHz is faster over a shorter range.
Add a mesh node for the far end of the house. Our eero setup guide covers placement. On Frontier, Whole-Home Wi-Fi adds up to two extra Wi-Fi devices, and it comes standard at no extra charge on every Frontier plan we offer, 1 Gig and up.

Before the next storm: save your provider's repair number (or its app, if it's Frontier) and our text line in your phone. The FCC's emergency communications tips suggest writing down your service providers' numbers and charging phones when a storm's coming.

If a provider still won't fix it, the FCC takes free informal complaints, but text us before it gets that far. And if you're just tired of fighting an old connection, check what's available at your address.

What else do people ask about internet outages?

How do I know if it's an outage or just my equipment?

Check your provider's outage page or app first. If nothing's reported and a computer plugged straight into the router can't get online either, open a repair ticket. If only some rooms or devices struggle, it's usually your Wi-Fi.

How long should I unplug my router?

Kinetic says a full minute, Brightspeed says a minute for most modems (30 seconds for its Calix routers), and AT&T says 20 seconds for its gateways. Frontier says to leave a fiber ONT unplugged at least five minutes, then wait at least five more.

What should I do with my ticket number?

Screenshot it or write it down. If the problem isn't fixed quickly, text it to Timberline at (903) 664-8681 with your name, address and provider so we can follow up with the provider for you.

Will I get a credit for an internet outage?

Sometimes, if it's on record. Kinetic generally credits interruptions over 24 hours on request if you told them promptly, and Brightspeed says you must report an outage to get a credit. With other providers, ask when you open the ticket.

Does fiber internet work when the power goes out?

Not on its own. Your ONT and router both need electricity, so you'd need backup power for both, and Brightspeed says even that depends on the provider's network staying up. The FCC notes that phone service over broadband won't work in a power outage without a battery or other backup source.

Why does my Wi-Fi work in one room but not another?

Usually distance and obstacles like brick, heavy doors and big appliances. Move the router somewhere central and higher, and add a mesh node if the far rooms still can't reach it.

What if my provider still won't fix it?

Text us your ticket number first. If it still drags on, you can file a free informal complaint with the FCC, which may forward it to the provider for a written response within 30 days.

Where does this information come from?

Every provider detail above comes from the provider's own support pages or the FCC, checked on September 30, 2026. Support steps and phone numbers change, so if something here doesn't match, trust the provider's current page and give us a shout.

Check for service outages. Frontier. https://frontier.com/helpcenter/internet/troubleshooting/check-for-service-outages. Accessed September 30, 2026.
Frontier is a Verizon company: What now? Verizon. https://www.verizon.com/articles/home/verizon-acquires-frontier/. Accessed September 30, 2026.
Frontier Customer Service: Phone Numbers & 24 Hour Support. Frontier. https://frontier.com/contact-us. Accessed September 30, 2026.
How to make account changes in the MyFrontier app. Frontier. https://frontier.com/helpcenter/account/make-changes-in-myfrontier-app. Accessed September 30, 2026.
How to Check Your Trouble Ticket Status. Frontier. https://frontier.com/helpcenter/account/troubleshooting/how-to-check-your-trouble-ticket-status. Accessed September 30, 2026.
Kinetic Outages and Service Interruptions. Kinetic by Windstream. https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions. Accessed September 30, 2026.
Check for Brightspeed outages. Brightspeed. https://www.brightspeed.com/outages/. Accessed September 30, 2026.
Welcome to the Brightspeed Internet app. Brightspeed. https://www.brightspeed.com/help/account/app/. Accessed September 30, 2026.
Why is my internet slow? Brightspeed. https://www.brightspeed.com/help/internet/troubleshoot-slow-internet/. Accessed September 30, 2026.
Contact Brightspeed: Phone Number and Customer Service. Brightspeed. https://www.brightspeed.com/help/contact/. Accessed September 30, 2026.
Credit for no service. Brightspeed. https://www.brightspeed.com/help/account/billing/credit-for-no-service/. Accessed September 30, 2026.
AT&T Service Outage Information. AT&T. https://www.att.com/outages/. Accessed September 30, 2026.
Manage your install, repair, or store appointment. AT&T. https://www.att.com/support/article/dsl-high-speed/KM1046993/. Accessed September 30, 2026.
AT&T Internet support. AT&T. https://www.att.com/support/internet/. Accessed September 30, 2026.
Outages and Information. Optimum. https://www.optimum.net/support/outage/. Accessed September 30, 2026.
My Optimum app. Optimum. https://www.optimum.net/pages/my-optimum-app.html. Accessed September 30, 2026.
Contact Optimum, Find a Store Location. Optimum. https://www.optimum.net/support/contact-us/. Accessed September 30, 2026.
How do I restart my router? Kinetic by Windstream. https://www.gokinetic.com/blog/how-to-restart-router. Accessed September 30, 2026.
How to reboot your modem. Brightspeed. https://www.brightspeed.com/help/internet/modems-and-routers/reboot-your-modem/. Accessed September 30, 2026.
Get Help With Your Internet (Troubleshoot your internet). AT&T. https://www.att.com/support/article/u-verse-high-speed-internet/KM1010340/. Accessed September 30, 2026.
Troubleshooting Your Frontier Optical Network Terminal (ONT). Frontier. https://frontier.com/helpcenter/internet/troubleshooting/how-to-troubleshoot-your-ont. Accessed September 30, 2026.
How do you reset a modem? Brightspeed. https://www.brightspeed.com/help/internet/modems-and-routers/modem-reset/. Accessed September 30, 2026.
Guide to the modem lights. Brightspeed. https://www.brightspeed.com/help/internet/modems-and-routers/modem-lights-guide/. Accessed September 30, 2026.
Learn About Your AT&T All-Fi Hub or Wi-Fi Gateway. AT&T. https://www.att.com/support/article/u-verse-high-speed-internet/KM1050439/. Accessed September 30, 2026.
Why Is My Fiber Internet Not Working. Brightspeed. https://www.brightspeed.com/help/internet/fiber/fiber-troubleshooting/. Accessed September 30, 2026.
Why your speed tests may not match your plan. Frontier. https://frontier.com/helpcenter/internet/why-your-speed-tests-may-not-match-your-plan. Accessed September 30, 2026.
How to increase Wi-Fi signal strength in your home. Brightspeed. https://www.brightspeed.com/help/internet/wireless/improving-wifi-signal-in-home/. Accessed September 30, 2026.
FCC/FEMA Emergency Communications Tips. Federal Communications Commission. https://www.fcc.gov/emergency. Accessed September 30, 2026.
Filing an Informal Complaint. Federal Communications Commission. https://www.fcc.gov/consumers/guides/filing-informal-complaint. Accessed September 30, 2026.