Restoration roadmap after a storm or other outage event
Assess transport lines
Restoring service to the greatest number of customers starts by assessing major transport lines that deliver our services into cities and towns. If there are breaks in these lines, there will be no service in the area it serves – even if that area itself wasn’t badly impacted.
Service head-ends
Head-ends are buildings that house our equipment and servers critical to delivering service to a specific area. If commercial power is out, we use generators to power our head-ends and work to address any damage to the head-ends that may be impacting delivering service to the entire network.
Partner with power companies
Our lines, which hang on power poles, require power supplies to be active. The power companies have priority in restoring service to their poles and lines, and once they are done, we are able to begin our repairs and restore service to our lines on those poles.
Prioritize restoration
Once service restoration begins, priority restoration is granted for critical infrastructure like hospitals, schools, police, fire departments, and more.
Bring everyone back online
If power is restored, and service is still out for individual homes, repair teams need to go house by house to identify where a cable may be down or damaged, which can be a timely process.
Assess transport lines
Restoring service to the greatest number of customers starts by assessing major transport lines that deliver our services into cities and towns. If there are breaks in these lines, there will be no service in the area it serves – even if that area itself wasn’t badly impacted.
Service head-ends
Head-ends are buildings that house our equipment and servers critical to delivering service to a specific area. If commercial power is out, we use generators to power our head-ends and work to address any damage to the head-ends that may be impacting delivering service to the entire network.
Partner with power companies
Our lines, which hang on power poles, require power supplies to be active. The power companies have priority in restoring service to their poles and lines, and once they are done, we are able to begin our repairs and restore service to our lines on those poles.
Prioritize restoration
Once service restoration begins, priority restoration is granted for critical infrastructure like hospitals, schools, police, fire departments, and more.
Bring everyone back online
If power is restored, and service is still out for individual homes, repair teams need to go house by house to identify where a cable may be down or damaged, which can be a timely process.
Stay Informed
Sign up to receive service alerts via text or voice message by going to My Account. Once you’re set up, we'll notify you when outages affect your service. You'll also get notified when your Suddenlink service is restored.
Getting help
