Dear Valued Customer,

We hope that you and your loved ones are safe and warm in the aftermath of the recent ice storm. At this time, the majority of our customers are back online.  It appears that approximately 200 customers in our service area are still without power at their homes and therefore unable to connect to the network.  We are hopeful their power is restored soon.

Our technicians have been working tirelessly around the clock to repair broken fiber lines, clear debris, and provide extended backup power to our wireless towers. While many of our towers have recently had utility power restored, there is a small number that continues to run on backup power from our generators. As of today, those towers are Bald Hill, Sheridan, Silverton and Ioka.

What does this mean for you?

  • Local utility power must be restored to your home and router before your internet or voice services will begin working. PGE reports 22k Oregon residents are still without power as of today. Check here for updated information regarding power restoration in your area. 
  • If power is restored to your area and you are still unable to access the internet, follow these steps to get your service back up and running:
  1. Unplug your equipment from its power source. 
  2. Wait 30 seconds
  3. Plug your equipment back into its power source

For further information on power cycling your equipment, please refer to our troubleshooting help page. Simply select your service with us and follow the directions.

  • Generators are still the main source of power to a small number of our towers. Until utility power is fully restored, you may experience brief, intermittent interruptions to your service while our technicians maintain and refuel our generators. 

If your utility power has been restored and you are still without OnlineNW services, please contact our support staff by calling 503.883.9200 or emailing support@onlinenw.com to report the issue.

We are grateful for the opportunity to serve you as your local Internet Service Provider and thankful for the support of our community as we continue to recover fully from the severe weather event.