A Guide to Managing Your Eastlink Services in an Outage

It is important to note that your internet, phone and video services all require power to operate. If a loss of power is the cause of your outage, we want you to know that we work very closely with local power utilities across Canada to make sure we can restore services safely and quickly once power is restored.

There are some basic steps you can take to help keep your Eastlink services powered for emergency purposes in the event of an outage.

How to Prepare Your Home Services & Devices

If you have advance notice of an extreme weather event that is likely to impact your services, be sure to fully charge all your devices, including mobile phones, tablets and laptops, and portable power banks.
You may want to consider a car charger for your mobile phone.
Conserve your mobile phone’s battery and data by following these steps:

Switch on low battery/power save mode
Reduce screen brightness
Limit phone use to critical communications only.
Turn Bluetooth off

Make sure your emergency contacts are up to date, and let this group know how they can reach you.
Prevent damage from a power surge by using surge protectors for electronic devices, like TVs and desktop computers. If possible, unplug any devices that aren’t plugged into a surge protector. If power has been out, once restored, gradually plug these devices back in and turn them on, giving the electrical system an opportunity to stabilize.
If power outages are common in your area, consider investing in a generator or UPS (uninterruptible power supply). In the event of an outage, the UPS system will operate on a battery backup and power your connected devices for a limited time so you can save data and safely power your devices.
Have a battery-powered radio on hand so you can stay connected to the latest news and weather information.
Keep a supply of batteries on hand.
Have a power bar available. If you have to leave your home and seek shelter elsewhere, you’ll be able to charge multiple devices at once.

Internet & WiFi

If you want to access internet while your wired internet connection is down, you can set up a mobile hotspot or WiFi network by downloading the eero app on your mobile device and enabling Internet Backup.
This will connect your devices while maintaining your WiFi Powered by eero security features.
Internet Backup automatically detects when an outage is over and switches your devices back to their original connection.
IMPORTANT:
- This feature requires a power connection, so it will only work if the Internet service outage is not caused by a power outage.
- Using a mobile hotspot or backup network will use your mobile data and could result in data charges.

Home Phone

If you have a phone that plugs into a telephone jack, make sure the battery is charged. Your home phone modem contains a battery backup that will keep the phone connected for up to 6-8 hours during a power outage.
Cordless phones however will need their own source of power.

Smart Home & Security

When your home security panel detects a power outage, your keypad will beep. A service call is not required in the case of a loss of power. Please refer to instructions here. We recommend you download or print these instructions for future reference.
Your home security panel has a backup battery that will automatically switch to battery power to keep your system running for up to 24 hours. The battery should recharge on its own within 24 to 48 hours after power is restored. If it does not, please contact Tech Support to find out if you need a battery replacement.
You can set up power failure notifications in the Alarm.com app to keep you informed. You can find instructions here. The app will notify you:

When the panel detects a power failure
The percentage of nearby Alarm.com systems also experiencing a power failure if the outage persists for more than 10 minutes; you’ll receive a second notification helping you determine How extensive the outage is
When power has been restored

Need More Help?

You can find additional information on the support section of our website, or you can contact us for further assistance.

Visit https://my.eastlink.ca/customer-support
Call us at 1-888-345-1111 (Residential) or 1-877-813-1727 (Business) and select tech support
Chat with us online
Text ‘Tech’ to 902-903-6297 to connect with a Tech Support Agent