What happens during a fiber-optic outage and how long does it take to fix?

Fiber internet is one of the most reliable types of internet connection, but even fiber internet can have outages. An outage can take anywhere from a few hours to a day or more to fix, depending on the severity of the problem. Let’s look at why outages happen and how quickly you can expect an outage to be fixed.

What can you expect during a fiber outage?

A fiber outage will resemble any other internet service outage. You’ll notice that you can’t access internet service—not just on one device, but on any of them. Your outage might arrive suddenly, or it might be preceded by warning signs like slow speeds, frequent disconnections, or high latency.

Potential causes of a fiber outage

A fiber-optic outage can stem from any of the following causes:

Damage to cables from construction, vehicle accidents, or wildlife
Weather events like storms, fires, or floods*
Power failures that knock out power to ONTs or other equipment
Misconfigured software

Before you call your ISP, use our troubleshooting tips to determine if there’s a problem with the equipment in your home or business. You might be able to solve the issue by resetting your router or using another simple fix.

If these tips haven’t worked, your outage might be due to a problem with your ISP. If you’re a Brightspeed Fiber customer, get in touch with our support services by chat or phone to find out whether there’s a fiber outage in your area and what you can do.

*Fiber-optic internet is much more resistant to weather conditions than copper-based technologies like coaxial cables. However, outages can still happen when conditions are severe enough to damage equipment.

How long do repairs typically take?

As soon as we’re aware of an outage, Brightspeed will send professional fiber technicians to diagnose and repair the problem. We’ll work as fast as we safely can, but the repair time will always depend on the individual conditions of each incident.

That said, here’s a general idea of how long you can expect repairs to take:

Minor repairs for localized issues

Repairs for a localized fiber problem are usually resolved within a few hours. If the problem is with your equipment, our tech will replace the malfunctioning equipment and provide you with a replacement.

Major repairs for widespread or serious damage

If there’s major damage to the fiber infrastructure from a storm or another source, it might take a day or more to repair. That can be especially true if there’s a lot of debris, continued bad weather, or other challenging conditions. Rest assured, we’re moving as quickly as we can to get your internet service back online!

What you can do during a fiber outage

Report the outage to your provider right away
Check your provider’s website for updates
Consider using backup options for internet service, such as a mobile hotspot

Fortunately, outages are rare, and Brightspeed Fiber always makes it a priority to restore your service quickly. If you’re experiencing an outage, get in touch now, and we’ll be happy to help.