Fiber Service Troubleshooting
If you're experiencing issues with your fiber internet service, there are a few simple steps you can take before contacting your Internet Service Provider (ISP). Many connection issues can be resolved by restarting your equipment.
Step 1: Locate Your Fiber Equipment
Your Optical Network Terminal (ONT), sometimes called the fiber box, is typically located:
- In a gray box on the outside of your home near the electric meter
- Inside a garage or utility room
- In another indoor location, depending on your installation
The ONT connects the fiber network to your home's internet equipment.
Step 2: Power Cycle the ONT
Locate the ONT power supply inside your home.
- Unplug the power supply from the electrical outlet.
- Wait at least 15 seconds.
- Plug the power supply back in.
- Allow the ONT several minutes to fully restart.
- Restart your Wi-Fi router after the ONT has finished powering up.
Step 3: Check Your Connection
Allow up to 10 minutes for your connection to be restored.
If your internet service returns, no additional action is needed.
If service has not been restored, contact your ISP so they can troubleshoot your connection and, if necessary, submit a service request to Chelan PUD.
If the Problem Returns
Occasional equipment issues may cause service interruptions that can often be resolved by repeating the power-cycle process above.
If you experience repeated interruptions, contact your ISP. Persistent issues may indicate that your equipment or connection requires additional troubleshooting or service.
Business Customers
Business customers experiencing service interruptions should contact their ISP as soon as possible so service requests can be prioritized appropriately.
Equipment Upgrades
Chelan PUD periodically upgrades fiber network equipment to improve system performance, reliability, and long-term service quality. During upgrade projects, customers may receive advance notification if work is expected to affect their service.
Need Additional Help?
If the troubleshooting steps above do not restore your connection, please contact your Internet Service Provider. Your ISP is your first point of contact for service issues.
For more information about the scheduled fiber equipment upgrades, please visit the Fiber Equipment Upgrade information page.