Reporting Outages

General Information About Internet & Voice Service Outages

VORADIAN Internet Services

With assistance from local and online weather services, VORADIAN constantly monitors weather in our service areas. Once it's likely that severe weather is imminent, VORADIAN teams put storm-preparedness plans into action.

Storm Preparation

For more information on steps to take to prepare for a storm, visit Ready.gov.

We work closely with cities and towns we serve, well in advance of a storm or hurricane to ensure lines of communication remain open. Additional personnel and mutual aid providers are also placed on standby should they be needed. In the event of other emergency situations, we have pre-established lines of communication with federal, state, and local officials.

Reporting an Outage

If your power is out, first call your power company or visit their website for outage information. Even if you have power at your place of business, power outages in your area may be affecting our network and delaying restoration of services. If you've determined that there are no VORADIAN or power outages in your area, you can troubleshoot your VORADIAN voice services, or check any equipment issues from the customer portal of your online account, and submit a ticket for VORADIAN Internet services at: support.myvoradian.com

To report a VORADIAN service interruption, contact us first by submitting a trouble ticket for faster response.

Restoration Efforts

Please be aware that as a result of hurricanes or other severe weather events, significant commercial power outages in your area may impact your VORADIAN Video, Internet and Voice services. Even if you have power at your place of business, these outages may be affecting our network and delaying restoration of services. However, your VORADIAN voice services will be automatically re-routed as programmed to receive on VORADIAN App, your mobile phone, or at a pre-designated location, so you won’t miss any incoming calls or lose the ability to make outbound calls.

At VORADIAN, employee safety is our top priority. As the storm clears and it is deemed safe for our field technicians to return to normal operations, damage will be assessed and repairs will be made as quickly as possible.

VORADIAN Voice Services

Your VORADIAN Voice service is always on, always connected, and always available through our geo-redundant platform. Your desk phones must be plugged into an electrical wall outlet or connected via a PoE switch to operate. If you don't have a battery backup/UPS to power your desk phones, your Voice service (including access to 911 services) will be unavailable from your desk phones during a power outage, and may also be unavailable in the event of an Internet network outage. In this case scenario, you may use VORADIAN Mobile ReachUC or VORADIAN ConnectUC App, as appropriate, for iPhone and Android mobile devices (smartphone) or tablet and laptop with wireless internet connection to make and receive calls. The apps work in tandem with your desk phone with identical call handling capabilities.

If the Power Goes Out

If you experience a service interruption, please:

• Call VORADIAN or submit a trouble ticket to report your outage.
• Stay clear of all fallen tree limbs and electrical wires as well as anything they're touching - such as puddles or metal fences. Assume all downed wires are "live" and stay away. Call your local power company and local emergency personnel.
• Have a prearranged plan concerning power outage situation (business continuity plan).
• Prepare a list of emergency phone numbers and have it readily available.
• Disconnect appliances that will turn on automatically when the power is restored, such as refrigerators, stoves, furnaces, and water heaters.
• During a storm that could down power lines, unplug computers, desk phones, and sensitive electronic devices including those connected to surge protectors.
• Turn off appliances such as washers, dryers, computers, and TVs. Once power is restored, turn appliances back on one at a time to avoid a power surge.
• Never leave open flames unattended.
• Remember that food in your refrigerator will keep for six to nine hours, and food in the freezer will keep between 36 and 48 hours. It helps to minimize the number of times the door is opened.

After the Storm

After severe weather has passed, take the following steps and precautions:

• As before, stay clear of all fallen tree limbs and electrical wires as well as anything they are touching, such as puddles or metal fences.
• If a power line has fallen on the car you're in, call 911 and remain in the car until help arrives. Don't attempt to pull away.
• Notify local fire, police, and electric utility officials about downed power lines.
• Don't enter damaged buildings with flame lanterns, candles, or lighted cigarettes in case of a gas leak.
• If possible, stay off the road. If you have to drive, watch out for trees and wires in the roadway. Don't drive across a downed power line. Treat all nonworking traffic lights as stop signs and proceed cautiously at intersections.
• Try to keep people and traffic away from downed power lines until officials arrive.