What should I do if I have power but no internet?
If your power has been restored but you still don’t have internet service, please call 803.785.3455 or email info@carolinaconnect.com to report the issue. Or complete the form found here:
What is the connection between power restoration and internet service?
Internet service cannot be restored until electricity is back. If there is no damage to the fiber lines, your service will likely resume automatically once your power is restored. However, if there is damage to the fiber lines, we will assess the situation and work to repair the network as quickly as possible.
How long will fiber repairs take?
Fiber repairs can take time, especially in areas with severe damage. Delicate splicing, which may take up to 16 hours per splice, is required, followed by testing that takes an additional 3-4 hours. In heavily impacted areas, such as our Edgefield area, we are seeing extensive damage, which may lead to delays.
Is there a way to speed up the restoration process by calling?
No, calling will not speed up the process. We are already aware of affected homes, and our crews are working through a comprehensive list of impacted areas.
Who is eligible for an outage credit?
To be eligible for an outage credit, your account must be active and in good standing. Since our internet service operates on a prepaid basis, please ensure that your payments are current and up to date.
How is the outage credit calculated?
The credit is prorated based on the exact duration of the service interruption. CarolinaConnect’s team will assess the length of the outage and apply a credit to your account accordingly, which will appear on your next bill.
How and when will I receive my outage credit?
Once your internet service is restored, the credit will be applied to your account automatically. It will reflect on your next bill.
Do I need to contact customer service to get an outage credit?
No, there is no need to contact CarolinaConnect about the outage credit. Their system will identify the affected homes and assess outage durations automatically. The credit will be applied based on that information.
How can I stay updated on the restoration progress?
You’ll be able to stay informed by checking this web page frequently.
What is Carolina Connect’s commitment during outages?
CarolinaConnect and AEC understand how important reliable internet service is and are working closely to restore service as quickly as possible. We appreciate your patience and value your business as we work diligently to get everything back online.