Storm & disaster support.
We are fully prepared to take the necessary actions to support you.
Winter weather prep and WiFi restart tips for power outages.
In the event of high winds, heavy snow, ice, or other storm-related impacts, Fidium is prepared to support service continuity.
We take proactive steps such as fueling generators, staging supplies, and preparing backup resources.
If storm conditions cause network damage, our crews are ready to make repairs as soon as it is safe to do so.
Need help?
Power outages can also affect your equipment, and simple restart steps may help restore service once power returns.
If power is off
Call your local utility company.
If power is on and service hasn't returned
Restart your WiFi equipment.
If service still isn't working
Call 1.844.434.3486.
Restart your WiFi equipment.
Step 1: Locate your ONT
The ONT is commonly located next to your utility panel or your Gateway. It's important not to tamper with the fiber optic cable. Only use the reset button if directed by Fidium Support.
Step 2: Reboot your ONT
Turn off the device using the power button. Unplug the power cable for 15 seconds. Then, plug it back in and turn it back on. Once booted up, the lights on the front will indicate network search and device communication.
Step 3: Locate your Gateway
Your Gateway is commonly found near the entry point of the cable from the outside of your home or near a wired device, like a smart TV.
Step 4: Reboot your Gateway
Locate the power cord at the back of the device. Simply unplug it to begin the reboot process. Wait at least 15 seconds, then plug it back in. Only use the reset button if directed by Fidium Support. Look for the setup light to flash blue as it boots up. After start-up, the blue light will go out. You might also see a temporary green light indicating network connection and updates. This process may take up to 15 minutes. Once the front light remains off, your gateway is ready to use.
Step 5: Check network connections
After rebooting your devices, ensure that all ethernet connections are secure. Check both ends of each cable to confirm they are firmly in place.
Frequently asked questions.
The Fidium Fiber network stays active, but your ONT and Gateway need electricity to work, so your home internet won't function without power at your house. Service usually returns automatically once power is restored. To stay online during outages, connect your ONT and Gateway to a UPS (uninterruptible power supply) or generator.
Power surges can leave your equipment stuck in a bad state. Unplug your ONT for 15 seconds, plug it back in, then repeat with your Gateway. Wait up to 15 minutes for a full reboot. Don't press the reset button, as that wipes your settings. If service still doesn't return, call Fidium at 1.844.434.3486.
Yes. Fiber-optic cables carry data as light through glass, so unlike copper phone or cable lines, they don't conduct electricity and are far less vulnerable to lightning-related surges. Still, use surge protectors on your ONT, Gateway, and connected devices to guard against power-line surges coming through your home's wiring.
Generally, yes. Fiber is less affected by electrical interference, lightning surges, and moisture than copper cable or DSL lines. Where fiber is buried underground, it's also protected from wind, ice, and fallen tree damage that commonly affects overhead lines. Keep in mind that any internet service will go down if your home loses power, regardless of connection type.
Plug your ONT and Gateway into surge protectors rated for storm protection. Add a UPS sized for several hours of runtime if staying online matters to you. Save Fidium's support number (1.844.434.3486) in your phone, and know where your equipment is located so you can restart it quickly if needed.