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Storm outages

Published on : 25 December 2022

The winter storm is the source of some outages on our network that can affect our service. Rest assured that our team is monitoring the situation closely to put make the service available in the best timeframe possible in the areas that are impacted. Please note that some outages need the intervention of Hydro-Québec and in some cases of the structure owners before we can start coordinating ours.

Thank you so much for your patience.

Once the electricity is back to your household

Once the electricity is back to your household, it is possible that you will need to reboot your devices:
ONT (IHR modem), router and/or your votre decoder (s).

Follow these steps if the electricity is back but your services are not:

ONT reboot
(IHR modem)

Find your White IHR box
(It is often installed where the fiber optic enters the house.)

If you have the Phone service, the Fibre Internet and the Television,
the following lights should be on:

  • Voice
  • Lan
  • Fiber
  • Power
    If you have the Fibre Internet and the Television,
    the following lights should be on:
  • Lan
  • Fiber
  • Power

If your house has power, but you ONT does not, the four lights will be off like on this image:

You must reboot to make the electricity available at the ONT.
Here are the steps to make it happen:

If you have a battery in your IHR box,

  • Press the red button until you hear an audio warning.
  • Wait 15 seconds

If you do not have a battery,

  • Unplug the power cable from the ONT
    (Check the following image to know which cable to unplug)
  • Wait 15 seconds
  • Plug the power back in
  • Wait 5 minutes

 

If you have the television service,
Reboot the decoders
(one at a time)

  • Unplug the electric cable
  • Wait 15 seconds
  • Plug the cable back in
  • Wait 5 minutes
  • Repeat the steps for the next decoder

Reboot the router

  • Unplug the electric cable
  • Wait 15 seconds
  • Plug the cable back in
  • Wait 5 minutes

If none of these steps managed to fix the problem, it is possible that the path of the fibre optic that reaches your house requires repair. If it is the case, rest assured that our team already knows the situation and is already working to repair the broken network to make the services available as soon as possible.

Thank you so much for your patience.

-IHR Telecom’s team

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