If nothing in your unit can get online, there may be an outage affecting your building or your whole property.
Signs it's an outage, not your device
- None of your devices can get online, on Wi-Fi or a wired connection.
- Your roommates or neighbors have the same problem.
- It started suddenly, for example after a power outage or storm.
If only one device is affected, it's probably not an outage. See Before you submit a support request.
Check whether we already know about it
Use the chat on this page and ask "Is there an outage at my property?". If an outage has been reported at your property, the chat will tell you, and you can ask to get email updates until it's fixed.
Report it
If the chat doesn't show an outage, submit a request and include:
- Your property, building and unit number
- When it started
- Whether both Wi-Fi and wired connections are down
- Whether your neighbors are affected too
One report per unit is enough. Once an outage is confirmed, every request from that property is linked to it, so everyone who reported it gets the same updates by email, plus a final note when service is back.
Nights and weekends
Some repairs need someone on site, such as your property's maintenance team or the building's outside internet carrier. When an outage happens at night or over a weekend, those repairs can take longer to arrange. Your report still reaches us, and we'll keep you posted on the request.
While you wait
- You don't need to reset your devices or change any settings. Service comes back on its own once the fix is in.
- If you have something urgent, such as an exam, a phone hotspot is the quickest backup.
- If service is back but one device still won't connect, turn its Wi-Fi off and on, or unplug and reconnect its Ethernet cable.