If you see damaged lines or a downed pole, please stay at a safe distance and contact us right away. Our crews will be dispatched promptly to assess the situation and begin repairs. Restoration time will depend on the severity and location of the damage.
How your service is affected depends on which part of the network was damaged:
If the damage is on a line coming off a splitter, only the customers connected to that specific drop will lose service.
If a main backhaul line is damaged, customers connected beyond that point may experience an outage.
Our network is built with redundancy in mind. If a primary backhaul route is damaged, traffic is automatically rerouted through alternate paths whenever possible to minimize service disruption.
Fiber internet uses light sent through glass cables to deliver very fast and reliable internet service. It is faster, more stable, and more consistent than traditional wireless, cable, or DSL service.
In most cases, we provide the required equipment (such as an ONT and gateway). We will let you know if anything additional, such as a mesh unit, is needed at installation.
Yes, you can use your own gateway if it is compatible. However, we can only fully support the equipment that we provide. If you use your own device, troubleshooting may be limited
Always call 811 before you dig. This free service will mark underground utilities to prevent damage. If fiber lines are damaged due to digging without locating utilities, repair costs may apply.
Speed tests ran from the ONT will give you the most accurate results on the speed provided to you. This is done from the PauldingPutnamIQ app. Speed tests can also be ran on devices on your network.
Connect directly to your gateway with an Ethernet cable (for best results).
Close other apps and devices using the internet.
Visit a trusted site like speedtest.net.
Run the test and record download, upload, and ping results.
Wireless tests may show lower speeds due to device limitations.
