If your services aren’t working and we're not reporting an outage, call us at 1-888-345-1111 and choose the tech support option, chat with us online or text “Tech” to 902-903-6297.

You can also check our Facebook or X pages for live updates on major outages.

If power has been restored but your services haven’t come back, try rebooting your equipment by unplugging it for 30 seconds and then plugging it back in. If that doesn’t work, call us at 1-888-345-1111 and choose the tech support option for further assistance.

Check our Facebook or X pages for updates on major outages.

As soon as we become aware of an outage, our team comes together and works as quickly and safely as possible to get your services back up and running. We immediately assess the impacts to understand how our network has been affected and what work will be required to repair damage and/or restore services. We work in close coordination with key partners like local power utilities, emergency measures organizations and other providers to gain safe access to affected areas and customers, prioritizing critical network sites, and stay in constant contact with these partners until restoration is complete.

We take a number of steps to ensure we’re prepared for an expected weather event:

• Our Emergency Response team is initiated with members of key support teams including Network and Field Operations, Engineering, Mobility and Fibre Transport Operations, Frontline, Technical and Care Support, and Communications. This team meets in advance of an expected weather event and continues to meet until recovery efforts are complete.

• We immediately establish our emergency operational contacts with key partners including Emergency Measures Organizations and local power utilities, and we work collaboratively with other network providers to ensure critical sites are prioritized and escalated for restoration.

• We inspect our key fibre routes to ensure any potential challenges are addressed in advance.

• Back-up generators are fueled and deployed to critical sites that equip our network, and additional generators are secured.

• Fibre repair equipment is acquired.

• Key field resources are deployed to impacted areas and additional resources are secured to be deployed where necessary.

Fill out this form, call us at 1-888-345-1111 or chat with us online to report a downed line.

• If you have advance notice of an extreme weather event that is likely to impact your services, be sure to fully charge all your devices, including mobile phones, tablets and laptops, and portable power banks.

• Consider a car charger for your mobile phone.

• Conserve your mobile phone’s battery and data by following these steps:

• Switch on low battery/power save mode

• Reduce screen brightness

• Limit phone use to critical communications only

• Turn Bluetooth off

• Make sure your emergency contacts are up to date, and let this group know how they can reach you.

• Prevent damage from a power surge by using surge protectors for electronic devices, like TVs and desktop computers. If possible, unplug any devices that aren’t plugged into a surge protector. If power has been out, once restored, gradually plug these devices back in and turn them on, giving the electrical system an opportunity to stabilize.

• If power outages are common in your area, consider investing in a generator or UPS (uninterruptible power supply). In the event of an outage, the UPS system will operate on a battery backup and power your connected devices for a limited time so you can save data and safely power your devices.

• Have a battery-powered radio on hand so you can stay connected to the latest news and weather information.

• Keep a supply of batteries on hand.

• Have a power bar available. If you have to leave your home and seek shelter elsewhere, you’ll be able to charge multiple devices at once.

• If you want to access internet while your wired internet connection is down, you can set up a mobile hotspot or WiFi network by downloading the eero app on your mobile device and enabling Internet Backup.

• This will connect your devices while maintaining your WiFi Powered by eero security features.

• Internet Backup automatically detects when an outage is over and switches your devices back to their original connection.

IMPORTANT:

• This feature requires a power connection, so it will only work if the Internet service outage is not caused by a power outage.

• Using a mobile hotspot or backup network will use your mobile data and could result in data charges.

• If you have a phone that plugs into a telephone jack, make sure the battery is charged. Your home phone modem contains a battery backup that will keep the phone connected for up to 6-8 hours during a power outage.

• Cordless phones however will need their own source of power.

• When your home security panel detects a power outage, your keypad will beep. A service call is not required in the case of a loss of power. Please refer to instructions here. We recommend you download or print these instructions for future reference.

• Your home security panel has a backup battery that will automatically switch to battery power to keep your system running for up to 24 hours. The battery should recharge on its own within 24 to 48 hours after power is restored. If it does not, please contact Tech Support to find out if you need a battery replacement.

• You can set up power failure notifications in the Alarm.com app to keep you informed. You can find instructions here. The app will notify you:

  • When the panel detects a power failure

  • The percentage of nearby Alarm.com systems also experiencing a power failure if the outage persists for more than 10 minutes; you’ll receive a second notification helping you determine how extensive the outage is

  • When power has been restored