🚨 Still having connection issues after troubleshooting? You might’ve reconnected something incorrectly. 🧩

Check our quick guide to make sure everything’s plugged in the right way.

🚨 Network Update – May 27 🚨

On Monday May 26th, Planet Networks experienced a network-wide outage due to two almost simultaneous fiber cuts across completely separate routes — redundant paths built for resilience. This rare and highly impactful event temporarily disrupted connectivity across much of our infrastructure.

✅ Services in New Jersey, Pennsylvania, and New York have since been fully restored.
ℹ️ Virginia services were not affected.

We also recognize that most customers were unable to reach us by phone during the outage. Our system was not built to handle the massive influx of simultaneous calls — and we’re fixing that.

🔧 What We’re Doing to Improve:

• Incident Communications Team: We are creating a team specifically focused on issuing real-time updates via SMS, email, and social media as soon as a network issue is detected.

• Phone System Enhancement: We are enhancing our phone infrastructure to handle a large influx of calls — not to connect every caller to a person, but to ensure all callers immediately hear a clear, accurate status message during any outage or emergency.

• Accelerating Network Redundancy Plans: We’ve been building additional fault-tolerant fiber paths over the past year. We’re moving up the implementation timeline to bring those additional paths online sooner.

This marks the first major network-wide outage in over a decade. Our record of reliability is something we take seriously — and we are taking stock and reviewing what happened to ensure we’re even better prepared for the future.

🛠️ We will continue to share updates as we learn more and roll out these improvements. We will share more about the underlying causes of the disruption when we have all the facts.

Thank you for your patience, your understanding, and your continued trust in Planet Networks.

— The Planet Networks Team 🌍