HTC Outage Information
Experiencing Internet, TV and phone outages can be frustrating but you can rest assured HTC is committed to rapidly restoring your services. We understand interruptions are never convenient and staying connected is essential . So when it does happen, whether it be severe storms, network upgrades or other events, restoring your services is our top priority. We work diligently in outage situations to limit the amount of downtime our members experience.
Why do outages occur?
There are several reasons that can cause an outage. Some outages are scheduled* by HTC for equipment and network upgrades. Other outages are outside of our control including power outages, vehicle accidents can damage polls and pedestals, roadwork can cut lines, extreme weather events, solar sunspots and many other uncontrollable factors.
Check for Network Outages
Check to see if there’s a network outage affecting your area, not just your home. To check this status, log in to HTC My Account on your computer or open the My Account app on your mobile device. You’ll see a red alert notification across your account like this if you’re in an outage.
What to do if there’s a network outage in your area?
In this case, rest assured we are constantly monitoring our network and are aware of the outage. We work 24/7 to restore your service so you don’t have to worry about trying to contact us. For status updates, questions or concerns, call 843-365-2186.
Helpful tips while service is being restored
- Do not reset your equipment – this may cause additional problems.
- If you have HTC Connected Home, your security system continues to function on a cellular backup until internet connection is restored. (Basic Security systems may not function).
- Stay connected with HTC hotspots, available at all HTC retail locations. FREE Internet access to all members.
- Stream while you wait. Watch HTC TV MAX on your mobile device or access favorite channels using the TV Everywhere (available with your video subscription).
- Don’t miss calls – set up call forwarding in My Account.
What to do if there’s not a network outage?
If you don’t see an outage alert in My Account or the app, your service disruption may not be caused by a network outage.
- Visit HTC My Account to verify that your monthly bill payment is up-to-date. Late payments could cause a service interruption.
- Try rebooting your modem.
- Verify all physical connections (cables and cords) are secure and plugged into a working outlet.
- Make sure your TV is on the right input and batteries are charged in your remote control.
- Make sure your cordless phone is charged; unplug all cordless phones and check a corded phone.
- Check other TVs and devices.
Still having service issues?
If you’re still experiencing a service disruption, there are some specific equipment-related troubleshooting resources that can help get your devices back up and running.
*HTC Scheduled Outages: HTC occasionally performs network upgrades that may cause a brief interruption of your services. When possible, we perform the upgrades between midnight and 6 am to minimize the impacts on you. We exhaust every effort to avoid daytime upgrades and rarely do they can occur unless its completely unavoidable such as a partnership with the DOT for a road project. We understand outages are disruptive and apologize for any inconvenience it may cause and hope you understand that these occasional outages help strengthen the integrity of your network. We appreciate your patience and cooperation as we work to build a better network for you.
