How do I know if there's an outage in my area?
If we know about an interruption at your address we'll text you, push a notification to the app, and email you — and if you'd rather check yourself, call (617) 693-9434 and a bulletin plays before the phone menu.
First, rule out your own equipment. An outage affects everything at once. If one device is offline, or if a computer plugged straight into the wall port works while Wi-Fi doesn't, it isn't an outage — start with My internet is down.
Signs it's the network, not you: every device is offline including a wired one, a router restart changes nothing, and a neighbor on our service is out too.
How to check. Call (617) 693-9434. When there's a known interruption, we put a bulletin at the front of the phone system — you hear it right after the greeting, before the menu, so you don't have to wait to find out. Press 1 for technical support and outages.
We'll come to you. When we know about an interruption affecting your address, you don't have to go looking for it. We send:
- a text message, if you've opted in to service notifications
- a push notification in our app
- an email
How we communicate during one. We tell you what area is affected and that crews are working on it, and we update as that changes. We'd rather say "we don't have a restoration time yet" than invent one.
About reliability. Our network is built for over four nines of reliability. That's the design target we engineer and maintain to — it isn't a service-level agreement, and residential service doesn't carry one. Enterprise DIA is the one tier with availability commitments: up to 99.99%, agreed contract by contract. Standard business plans have no published availability figure; if you need a commitment for a specific address, ask us and we'll tell you what we can agree to rather than publish a number we haven't agreed with you.
If that didn’t work
Call (617) 693-9434, Mon–Fri 8am–6pm ET, and we'll check your address specifically.
More in Troubleshooting
- How do I run an accurate speed test?
- Why is my speed test slower than my plan?
- My internet is down — what do I do first?
- Why is my streaming buffering?
- Why do my video calls and games lag?
Talk to us
Call (617) 693-9434, Monday to Friday 8am–6pm ET, or email [email protected]. We answer within 24 hours, and usually within an hour.
Boston Broadband is a service-area business serving Boston, Brookline and Cambridge, Massachusetts. There is no counter to walk up to — phone, email and your account at myaccount.bostonbroadband.com are the ways in.