Fibre internet, built for you.
From working and learning to streaming your favourite shows and staying connected with family and friends, reliable internet plays an important role in everyday life. At NIVO, we know how much your connection matters. Our fibre network is designed to deliver fast, reliable service to the communities we serve. But like any telecommunications network, fibre infrastructure can sometimes be affected by unexpected events, planned maintenance or conditions beyond our control.
What can cause a fibre internet outage?
Fibre-optic technology uses light to transmit data. While this makes it a fast and reliable technology, the physical infrastructure supporting it can still be disrupted.
- Severe weather: High winds, heavy rain, freezing rain and falling trees can damage overhead cables and utility poles.
- Construction and accidental damage: Excavation can damage underground fibre, while vehicle collisions can damage roadside equipment.
- Wildlife: Squirrels, rodents and other animals can occasionally damage cables or equipment.
- Power interruptions: Fibre carries data using light, but supporting network equipment and equipment in your home require power.
- Planned maintenance: Essential upgrades and maintenance can sometimes require temporary service interruptions.
Why is an outage not always easy to locate?
Fibre networks can stretch across long distances. A damaged cable or piece of equipment kilometres away can affect customers in another area. When an interruption occurs, our network team works to identify the affected area, locate the issue and determine the repairs needed. Remote locations, access restrictions and coordination with utility providers can make some repairs more complex. Our priority is to restore service as quickly and safely as possible.
Having trouble with your internet? Start here.
- Check that your router and other internet equipment are powered on and securely connected.
- If safe to do so, restart your router and allow a few minutes for the connection to return.
- Try another device to determine whether the issue affects one device or your whole connection.
- If the issue continues, contact NIVO Support.
Why reporting an outage makes a difference
Even if you think a neighbour has already reported the problem, please let us know. Your report can help us identify affected areas, understand the impact on customers and communities, investigate recurring issues and narrow down potential causes.
Your connection matters. We are here to help.
Need help or want to report a service issue? Email support@nivo.ca, call Ontario 877-878-6486 or Quebec 833-446-6486, or visit our Support page. Please include your service address, when the issue began and a brief description of what you are experiencing.
Better connections start with communication. Thank you for helping us keep communities connected.