Fiber Troubleshooting FAQs

Will I have an internet connection at my home if the power goes out?

If your home has a back-up generator that can supply power to your CPE and KPUD fiber has not been damaged during the power outage, you should have an internet connection. KPUD has back up batteries at our fiber distribution nodes as well as generators to support service during power outages.

I lost my internet connection, what can I check for before calling my ISP?

A common cause for losing an internet connection could be an interruption of power at the interior power outlet (also referred to as a wall wart).

The wall wart on the interior of your home provides power to the exterior CPE. There's a RESET button on the wall wart similar to a GFCI outlet. If there is a power surge, the circuit can trip and cut off power to the CPE. Additionally, check to see if any of the wires connecting to the wall wart have come loose.

What should I do if I have problems with my connection/subscription?

Please contact your internet service provider (ISP) directly if you are experiencing problems with your subscription or connection.

Providing as much information as possible to your ISP will help resolve issues quicker. Be prepared to provide your ISP with answers to these questions:

  • Have you connected your network cable directly into the data socket, or are you using a router or another kind of wireless connection? If so, do you experience the same problem if you connect a network cable directly to the data socket?
  • Have you tried to change your network cable?
  • Do you experience the problem at a particular time of day or throughout the day?

After investigating the issue, your ISP will contact KPUD if necessary.