Problems with your service(s) can be caused by a number of factors. In most cases, service issues can be resolved with troubleshooting. The ZiTEL Knowledge Base contains FAQ articles on Internet, Cable, and Phone issues.
An outage or extensive maintenance/repairs in your area may have caused your issue. A notice will be sent to you if your area is scheduled for extensive maintenance. It is possible, however, for us to perform emergency maintenance without prior notice. When maintenance is needed, we will schedule it for a time when fewer people are generally active in order to minimize downtime. Updates are posted to our Facebook page once we are made aware of extensive electrical or broadband outages.
Prior to reporting an outage as a broadband outage, consider the following:
1. Was your home's electricity previously out? If so, check for surges on any equipment. It may be necessary to move the cord to a different power outlet if your router or cable box is no longer receiving power. Contact Technical Support if you are unable to power on your ZiTEL router or cable box.
2. Have all your broadband services gone down at the same time? Two or more services on your broadband account (e.g. internet and cable) dropping at the same time might indicate an outage in your outdoor terminal or a wider outage in your area.
3. Has the problem been troubleshooted? There may not be an outage if your service suddenly drops. Rebooting remains a reliable cure-all, regardless of how much technology advances. Restart the device after turning it off. We are available during our business hours of Monday through Friday, 8:30 AM to 5:00 PM. For assistance outside these hours, including evenings and weekends, please leave us a message. An on-call technician will respond promptly to help you troubleshoot service issues if a reboot does not resolve the problem.
All things considered, it is always best to report any problems with ZiTEL services to us. We cannot know there is a problem with your service unless it is reported. You can report any problems with your broadband services here, or by calling (540) 328-1970
