We answer the phone.
Real technicians at the Third Street operations center, 6 a.m. to 10 p.m. Central, seven days a week. After hours, outages route to the on-call engineer.
Reach us
- Technical support(715) 555-0142 · option 2
- Emailsupport@northpointfiber.example
-
Walk-in counter1408 Third Street, Spooner, WI 54801
Weekdays 8 a.m. – 5 p.m. - After-hours outages(715) 555-0199 · on-call engineer, 24/7
- Billing(715) 555-0142 · option 1, weekdays only
Four checks that resolve most tickets
Worth two minutes. These clear roughly half of what comes into the queue.
1. Read the lights on the ONT
The ONT is the small white box where the fiber enters the building. PON solid green and LOS dark means the fiber side is healthy and the problem is inside your network. LOS blinking red means we have lost light to the property — that is ours, call it in. PON blinking means it is still negotiating; give it two minutes.
2. Power-cycle in the right order
Unplug the gateway and the ONT. Wait 30 seconds. Power the ONT first and wait for PON to go solid green, then power the gateway. Bringing the gateway up first is the most common reason a reboot "does not fix it" — it comes up before there is a link to authenticate against.
3. Test wired before you blame the circuit
Plug a laptop directly into a gateway LAN port and run a speed test. If wired is fine and Wi-Fi is not, it is a coverage or interference problem, not the fiber. Wi-Fi results from a phone three rooms away tell us almost nothing about the circuit.
4. Check whether it is only one device
If a single device is slow and everything else is fine, restart that device and check whether a VPN, a proxy, or a full disk is involved. If every device went down at the same moment, skip ahead and call — that pattern points at the drop or the hut.
Still broken after all four? Call (715) 555-0142 and say you have already done the ONT check — it skips you past the first-tier script.
Recent network events
| Date | Event | Area | Duration | Status |
|---|---|---|---|---|
| Aug 14, 2026 | Planned core switch firmware upgrade | Entire footprint | 18 min | Completed |
| Aug 3, 2026 | Fiber cut, County Road K (third-party excavation) | Sarona, Springbrook | 5 h 40 m | Restored |
| Jul 22, 2026 | Upstream transit degradation, carrier B | Partial — rerouted | 1 h 12 m | Restored |
| Jul 9, 2026 | Hut generator test, no customer impact | Spooner hut | 45 min | Completed |