Below is a step-by-step breakdown of our restoration progress and what you can do to help restore your internet service if your power is back on.
Phase 1: Restore Power to Network Infrastructure
Objective: Reconnect our critical network sites to commercial power or backup generators.
Why It Matters: Without power, our network infrastructure sites cannot distribute internet service to other distributed local network facilities that serve our end customers.
Status:As of Friday, July 12, 100% of our network infrastructure sites in Texas are now powered and our network stability is nearing normal levels. While not all infrastructure sites have full commercial power, we have reliable backup power sources and ample fuel. ;
Phase 2: Repair Damaged Facilities
Objective: Repair the 50+ network facilities damaged by the storm.
Why it Matters: As we repair these facilities, more customers will see their service restored, provided they have power at their locations.
Status: We have identified and are working to repair 50+ network facilities damaged by the storm. We are deploying additional crews from other regions to expedite repairs to our damaged facilities.
Current Challenge: Over 900,000 locations in Texas are still without commercial power, which affects their ability to connect to the internet. Our network repairs are progressing, but customers without backup power sources will be unable to connect to the internet even after our repairs are complete.
Phase 3: Resolve Individual Customer Issues
Objective: Address specific issues at customers' premises.
Why it Matters: Most customers should see connectivity restored after power is restored and damage is repaired, but sometimes there is damage to fiber lines or equipment at the customer’s location that requires Fidium technical support by phone or in-person.
Status: Our team is actively resolving any outstanding customer issues and our phone lines are open to support you. Over the weekend, our Technical Support Team may call you for remote troubleshooting if you have placed a ticket and we see it can be resolved faster without a repair appointment. When necessary, we are already dispatching technicians to individual customer locations in areas where power is restored and network facilities are repaired. However, we cannot resolve all individual customer issues until all local network infrastructure and facilities are fully powered and operational.
Simultaneous Efforts:
It’s important to note that Phases 1, 2 and 3 can and do occur simultaneously within different areas. For example, we could be working on restoring power to our network infrastructure in one area while repairing facilities and addressing individual customer issues in another. Always feel free to contact us if you are experiencing issues, as we are working across multiple phases to restore full service.
Getting Back Online:
If your power is back on but your internet isn't working, follow these steps:
- Need Help? If rebooting your equipment did not restore your service and you have power, please visit our Support page, or call our 24/7 technical support team or use our online Contact Form.
We appreciate your patience as we work to restore full service. Our teams are committed to getting you reconnected as quickly and safely as possible.