Outage and Connectivity Troubleshooting

Step 1: Check for a Known Outage

Before troubleshooting, check the NovaNet Outage Map at status.novanet.example or in the NovaNet app (Support > Network Status). If a known outage is listed for the customer's area, no troubleshooting is needed — the customer should wait for the estimated restoration time shown on the map.

Step 2: Restart the Router

If no outage is listed:

1. Unplug the router's power cable.
2. Wait 30 seconds.
3. Plug the power cable back in.
4. Wait up to 3 minutes for all lights to stabilize.

A solid white light means the router is online. A blinking red light means it cannot reach the NovaNet network.

Step 3: Check Physical Connections

• Ensure the coax or fiber cable is firmly connected to the wall outlet and the router.
• If using a separate modem, restart the modem as well (same procedure as Step 2).

Step 4: Escalate to Technical Support

If the connection is still down after Steps 1–3, the case should be escalated to the Technical Support team, who can run a line diagnostic and, if needed, schedule a technician visit. Technician visits for NovaNet-caused line issues are free of charge. If the issue is caused by customer-owned equipment or in-home wiring damage, a $60 diagnostic visit fee applies.

Reporting an Outage

Customers can report outages through the app (Support > Report Outage) or by texting OUT to 78911. Outage start time is recorded from the first report or from network monitoring, whichever is earlier. This recorded start time is used for outage credit eligibility (see Refund and Outage Credit Policy).