Frontier Fiber Outage Troubleshooting Guide
If your Frontier Fiber is down, first check whether it's a local issue or a wider outage. Restart your ONT and router, check the Frontier outage map or My Frontier app, and if there's no listed outage, call 1-855-981-6281 to report the problem and get an estimated restoration time.
Internet outages are frustrating, but most Frontier Fiber disruptions are resolved quickly. This guide helps you determine whether the issue is with Frontier's network or your home equipment, and walks you through exactly what to do in either scenario. For emergency outage reports, call Frontier at 1-855-981-6281.
Step 1: Determine If It's a Local Issue or a Network Outage
Not every connection drop is an outage. Start by checking these indicators:
Signs It's a Local Issue (Your Equipment)
- Only one device is affected while others still work
- Your router's lights are red or amber but the ONT lights are solid green
- Wi-Fi is gone but a wired Ethernet connection still works
- Your power recently flickered or went out
Signs It's a Network Outage (Frontier's Side)
- All devices have lost connection simultaneously
- The ONT's "PON" or "Optical" light is red or off (indicating the fiber signal is lost)
- Neighbors on Frontier also report being down
- The Frontier outage map shows an incident in your area
Step 2: Check the ONT Status Lights
The ONT is the fiber terminal mounted on the outside or inside of your home. Its lights tell you the status of your fiber connection:
| Light | Status | Meaning |
|---|---|---|
| Power | Solid green | ONT has power — normal |
| Power | Off | No power — check power cable and outlet |
| PON / Optical | Solid green | Fiber signal active — normal |
| PON / Optical | Flashing | Trying to connect — wait 3 minutes |
| PON / Optical | Red or off | No fiber signal — likely an outage or line issue |
| Internet / Data | Solid or flashing green | Data is flowing — normal |
| Internet / Data | Off | No data flow — may be a router or provisioning issue |
| Alarm | Red | Hardware fault — contact Frontier |
Step 3: Power Cycle Your Equipment
If the ONT lights show power but the connection is down, a restart often resolves the issue:
- Unplug the router — disconnect the power cable and wait 30 seconds
- Unplug the ONT — disconnect the power cable (and battery backup if present) and wait 60 seconds
- Reconnect the ONT first — wait for all lights to turn solid green (2-3 minutes)
- Reconnect the router — wait for it to fully boot and broadcast Wi-Fi (1-2 minutes)
- Test your connection — try loading a website or running a speed test
If this restores service, the issue was a temporary equipment glitch. If not, proceed to Step 4.
Step 4: Check for Outages in Your Area
Use these methods to check whether Frontier has a known outage affecting your address:
- My Frontier app — The fastest way to check. Open the app and look for outage alerts on your dashboard
- Frontier website — Log into frontier.com and check the outage map or service status page
- Automated phone system — Call 1-855-981-6281. The automated system will check your address for known outages before connecting you to an agent
- Social media — Check Frontier's Twitter/X account for widespread outage announcements
- Third-party outage trackers — Sites like DownDetector show real-time reports from other users in your area
Step 5: Report the Outage
If no outage is listed but your service is still down after restarting equipment:
- Call Frontier at 1-855-981-6281
- Report the outage — the agent will run remote diagnostics on your ONT and line
- Get a trouble ticket number and write it down
- Ask for the estimated time of restoration (ETR)
- Request that Frontier proactively notify you when service is restored
Step 6: Request Outage Credits
If your Frontier Fiber service is down for an extended period (typically 24+ hours), you may be eligible for a service credit:
- Call Frontier billing after service is restored
- Reference your trouble ticket number from when you reported the outage
- Request a prorated credit for the downtime
- Frontier's policy typically provides credits for outages lasting more than 24 hours, though this varies
For repeated outages, ask to speak with a supervisor about recurring service reliability concerns. Document every outage with dates, times, and ticket numbers.
What to Do While You Wait
If Frontier confirms an outage and you need internet access immediately:
- Mobile hotspot — Use your phone's hotspot feature for essential tasks. Most cell plans include 15-30 GB of hotspot data
- Public Wi-Fi — Libraries, coffee shops, and some restaurants offer free Wi-Fi
- Offline work — Download documents, emails, and work files to your device for offline access during outages
- Tethered connection — USB-tether your phone to your laptop for a more stable temporary connection than Wi-Fi hotspot
Preventing Future Outage Impact
- Battery backup for ONT — Ensure your ONT's battery backup is charged. This keeps phone service running during power outages (internet requires separate power)
- UPS for router — A UPS (uninterruptible power supply) keeps your router running during brief power interruptions, which are often mistaken for internet outages
- Backup internet — If uptime is critical for your work, consider a secondary connection (e.g., T-Mobile 5G Home Internet or Starlink) as a failover
Frequently Asked Questions
How long do Frontier Fiber outages usually last?
Most Frontier Fiber outages last 1-4 hours. Minor issues like software updates or configuration changes may cause brief interruptions of 10-30 minutes. Major infrastructure problems (damaged fiber lines, equipment failures) can take 12-24 hours. Frontier provides estimated restoration times when you report an outage.
Does Frontier compensate for internet outages?
Frontier may provide prorated service credits for extended outages, typically those lasting 24 hours or more. You need to contact billing and request the credit — it's not applied automatically. Having your trouble ticket number ready speeds up the process.
Why does my Frontier Fiber go out during storms?
Fiber optic cable itself is resistant to weather interference (unlike copper lines). However, power outages during storms take down your ONT and router. Fallen trees can damage aerial fiber lines, and flooding can affect underground junction points. A UPS can keep your equipment running during brief power interruptions.
Can I check Frontier outages without logging in?
Third-party sites like DownDetector.com show real-time user reports of Frontier outages without requiring an account. You can also call Frontier's automated system at 1-855-981-6281 to check for outages at your address.
What if my Frontier Fiber outage lasts more than a week?
Extended outages beyond a few days are rare but do happen after major weather events. If your service has been down for more than 72 hours, escalate by asking for a supervisor, filing a complaint with the FCC, and contacting your state's public utility commission. You should also request credits for the entire downtime period.
Related guides: Frontier Fiber Overview | Fix Slow Speeds | Fix Wi-Fi Dropping | Billing Help
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