OUTAGES

Press the power button to turn the router off, then unplug the device, and wait 15 seconds. Plug it back in and turn it on. DO NOT press the reset button or select the factory reset option in the router’s settings. If this does not resolve your outage, proceed to the next steps.

Locate your connection equipment. If the ONU (Fiber Modem) is inside, unplug its power box from the outlet. If the ONU (Fiber Modem) is outside in the telecommunications box, unplug the POE (power over ethernet) from the outlet. Wait for 15 seconds, then plug the equipment back in. Wait 2 minutes for the device to boot up completely and connect to the network. (See attached pictures for reference).

If you still do not have a connection, log in to your Connext Client Portal and submit a ticket. This is a direct way of communicating with our fiber technicians. You can also call the office number at 801-686-2468. Our help desk can either transfer you directly to the tech support team or if they are unavailable, you can leave a message so we can get back to you as soon as possible. You can also email techsupport@connextnetworks.com.

A technician will respond as soon as they are available to guide you through other troubleshooting techniques. They may also request additional information about the issue you are experiencing. If needed, the technician will schedule a home visit to resolve your outage or other service interruption.