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2020 Storm Recovery Updates

We hope everyone is still safe and slowly getting back to normal life after the derecho that hit Cedar Rapids and surrounding communities on Monday, August 10th. Our hearts go out to all of the people and businesses in the communities we serve that were hit hard by this devastating storm. Below you will find updated information about service outages and recovery efforts related to the storm on Monday, August 10th. We will continue to post information and updates as it becomes available.


If you have commercial power at your home, but no ImOn services, and you have not yet reported it to us, please do so by completing the form at the bottom of the page. By doing this, we ensure you are on our list and you will receive status updates via email.

Update 9/17:

As of 5 pm Thursday, September 17, there were fewer than 500 customers who remain without their ImOn services.  Our technicians will work this weekend to reconnect as many of those customers as possible, and will continue to work night and day until 100% of ImOn customers have their services restored.  We apologize for your inconvenience and frustration, and appreciate your patience as we work through this challenging time. 



Update 9/16:

So far this week our technicians have reconnected almost 500 additional customers.  They continue to work night and day making network repairs and reconnecting homes.  Please remember that you will receive credit for the time you were without ImOn services on your October bill.  All customers will receive a personalized communication stating your time without service and resulting credit prior to receiving your bill.  This communication will explain where to find the credit and what to do if you have questions.  The quickest, easiest way to view this communication is via email.  If you are not currently receiving regular update emails from ImOn, please go to www.MyImOn.com/Contact and enter your email address to ensure you receive all communications.

We appreciate all our customers and won’t rest until 100% have restored services.

 

Update 9/15:

ImOn Communications is proud to partner with The Olympic Southside Theater and Brewhemia to provide 25 socially-distanced workspaces available with free access to ImOn Wi-Fi.  These spaces are available on a first come/first serve basis in the Olympic, which is located upstairs from Brewhemia on the corner of 12th Ave and 3rd St. SE.  We understand that many customers who still do not have their ImOn services restored need to be able to work and/or study remotely and we’re hoping this additional resource will help.  ImOn also provides free community Wi-Fi at NewBo City Market, the McGrath Amphitheatre, Downtown Cedar Rapids, the parking lot of the Ladd Library on Williams Blvd. SW, and the parking lot and park near the Jane Boyd Community House.  While we continue our work to restore all of our customers’ services, we hope these Wi-Fi locations will assist you in the meantime.

 

Update 9/14:

Our ImOn teams are working hard to restore the final group of customers who are still without services. While our work hasn’t slowed, our progress is slower because the repairs we make now bring up one customer at a time. Earlier in the restoration process, we focused on the repairs that brought up many customers at once. We understand that hearing this doesn’t make it any easier for the customers still without service but please be assured we are laser focused on restoring your services. 

We have an organized approach with our teams working parallel efforts – some reconnecting drops from houses to the pole, others making network repairs beyond the first pole. The two teams are communicating constantly – the network team will identify additional drops that need reconnecting but haven’t been previously reported, and the team working the neighborhoods will identify when a repair is needed beyond the drop.

Some of you have asked how we prioritized the order of the list our teams are using to reconnect houses. We organize the list geographically and send teams out to certain areas to maximize efficiency. There is not one “a-to-z” order to the list, we are just focused on reconnecting them all as quickly as possible. Once your drop is reconnected, it doesn’t necessarily mean you will have service, however, as the team continues to identify network issues beyond the drop and immediately communicates those to our network technicians. You may also want to try power cycling your modem and router after your service line is reconnected to make sure it reconnects to the network. If you think there are issues with your equipment or if it was damaged in the storm, you can exchange it at the ImOn Curbside Customer Care, Monday through Friday from 10:00am to 2:00pm. The ImOn Curbside Customer Care is located in the parking lot of our building at 101 3rd Ave SW.   

Some of you may have had your services restored and experienced subsequent intermittent outages. As we have shared, some of the repairs we have made are temporary solutions to get customers connected quickly. As we continue to make repairs and implement permanent solutions, sometimes short outages may occur as we disconnect/reconnect areas of the network. If you experience an extended outage (more than three hours) after having had your services restored, please call customer care to report your service impact; if it is a known outage we are working, our care representatives will be able to tell you that. If not, they will open a service ticket so we can reconnect you as soon as possible.

As always, we appreciate your patience.  We understand your frustration and we share it.

 

 

Update 9/13:

ImOn crews continued repair work over the weekend getting almost 200 more people online. We acknowledge that it seems like progress is much slower than before, but a lot of that is due to having to fix lines that only feed a couple people at a time. So while we are still doing the same amount of work, the reward isn’t as great. But our team is committed to getting everything repaired and 100% of our customers back up as quickly as possible. Our crews continue to work in tandem with some crews focused on repairs and other crews focused on reconnecting lines to people’s homes. For the first part of the week our repair crews are mainly focused on repairs in portions of SE Cedar Rapids and NE Cedar Rapids. Our reconnect crews are working all over the city as needed.

Despite the ongoing repairs, we did want to make you aware that we have determined a new date for the channel changes that were originally planned for August 12th, but was postponed due to the storm. So, on September 22nd, ImOn will be adding several new HD channels to the Local Plus and Digital cable TV channel lineups. We will also be expanding our Local TV lineup to include an additional 24 channels. Finally, QVC, channel 11, will be moved from the Local channel lineup into the Local Plus lineup. Action may be required to view the new channel lineups. If you have an ImOn set-top cable box connected to your TV, no action is required. The set-top box will automatically pick up these new channels and lineup changes. However, if you do not have an ImOn set-top cable box connected to your TV, you will need to do a channel rescan after September 22nd, in order to pick up the new channels. To learn more about these channel changes, please visit www.MyImOn.com/ChannelChanges.

 

Update 9/12:

Our crews will continue to work through the weekend to restore service to as many customers as possible.  One team is working through a list of addresses that need their drop rehung from the house to the pole. These addresses are in a variety of neighborhoods throughout the area and our crews will rehang as many as possible over the weekend.

We also have teams working on network repairs. Our network construction team will be working in Marion; we will also have aerial crews repairing lines in three other areas: portions of Southwest Cedar Rapids near Jones Park, Hawthorne Hills Apartments, the Czech National Cemetery and Tait Cummins Memorial Park; portions of Northeast Cedar Rapids south of the Elmcrest Country Club, near the Collins Aerospace building off 32nd St, the Oakland Rd HyVee and Kenwood Park; and the areas in Southwest Cedar Rapids near Westdale Mall, Van Buren Elementary School, Hughes Park, and the Westwind Creek neighborhood.  In some cases, the repair work these crews are doing will bring up a group of customers all at once.

We apologize for the inconvenience many of you are still experiencing with your ImOn services.  Please be assured our teams will continue to work seven days per week until all customers have restored services.



Update 9/11:

Some of you have received your ImOn bill for September and may have questions, especially if your ImOn services have not yet been restored. We previously emailed and posted a series of FAQs that notified customers we will be crediting you for your time without ImOn service on your October bill. We also included this as a message on your late August and September bills. However, we understand with everything that is going on, you may not have seen this message, so we are including all FAQs again at the bottom of this email.
 
We determined early in our disaster recovery that we would need until October to analyze our tracking systems to determine how long each customer was down and calculate the appropriate credits. We understand it feels somewhat strange to pay a full bill in September when you experienced time without service, but please be assured you will be credited the full amount owed to you in October. 
 
There is no need to call customer care to arrange for your credit, it will automatically appear on your October bill.

FREQUENTLY ASKED QUESTIONS:

Question: Will I receive credit for services that were out?
Answer: Yes, once the services are restored, ImOn will calculate the amount of time you were without service due to the ImOn network connection, and apply a credit to your bill. We will do this automatically using information from our monitoring systems. Please note credits will be reflected on your October billing statement.

Question: Will I be charged a late fee if I can't pay my bill due to the storm? 
Answer: ImOn will suspend all late fees from August 10th until September 30th. However, after September 30th, all past due amounts will need to be paid or a late fee will be charged and your services may be suspended

Question: Your technician was at my home, but I still don’t have service.  He told me the problem is somewhere else.  Do I need to report my service is down again?
Answer: We have teams working in parallel to find damage and make repairs as quickly as possible. Some teams are focused on repairing the hubs, lines and nodes, while other teams are focused on reconnecting the lines from your home to the pole. We are working as fast as we can, so sometimes one team might get ahead of the other. We understand that can cause confusion. Please rest assured your service will be restored as soon as all of the necessary repairs are made. 

Question: I filled out the online form and called ImOn Customer Care but haven’t seen anyone in my neighborhood yet.  Did they skip my house?
Answer: Our teams continue to work in the field repairing network lines and reconnecting homes.  If you have called ImOn to open a service ticket and/or completed the online form at www.MyImOn.com/Storm2020, and are still without service, we are aware of it and there is no need to call again. There are some rare cases where we have left a “service restored” notice at your house and you do not yet have service. If this is your situation, please try power cycling your modem first and then your router by unplugging them from the wall, waiting a few moments and plugging them back in. If that does not restore your services, and you have not already done so, follow the directions on the "service restored" notice that was left on your door.

Question: Why don't you bring in outside help, like Alliant did, to help restore service faster?
Answer: We have brought in additional resources from partner companies to help us get customers reconnected as quickly as possible. Our teams are working 7 days per week to reconnect customers. Because we had to wait for power to be restored before we could begin our repair work, we are a bit behind the power companies.

Question:  When will my service be restored?
Answer:  We do not have a timeline for every address or neighborhood because the damage to areas of our network varies based on where you are located. The most efficient way to report your service is down is to go to www.myimon.com/storm2020 and fill out the form at the bottom of the page. We will be communicating with every customer on this list via email as soon as we know when our technicians will be in your neighborhood to restore service. You will receive another email when our technicians have made all of the repairs and service is restored to your neighborhood.

Question:  I have filled out the form but haven’t heard anything.  Am I really on the list?
Answer:  If you completed the form and submitted it, you are on the list. We are working as quickly as possible to determine when we can reach each neighborhood and will communicate that to you via email as soon as we know. You may need to check to make sure the email is not going to your junk/spam folder.

Question:  I called in to report my service is down instead of filling out the form.  Am I still on the list?
Answer: Yes, we are combining the list from the form submissions with tickets opened via customer care.  Because of higher call volumes, it is most efficient to report via the form but you will be on the list.

Question:  How am I supposed to fill out the form if I don’t have Internet?
Answer:  We understand this is a challenge. If you are unable to access it via cell phone service or able to call into ImOn Customer Care, ImOn provides free community Wi-Fi in several areas throughout Cedar Rapids, including downtown, near Green Square Park, NewBo City Market, the McGrath Amphitheatre, the Ladd Library on Williams Blvd SW and the parking lot and park near Jane Boyd Community House. All of these locations allow for safe social distancing practices.

Question:  When you tell me technicians are coming to my neighborhood do I need to be home?
Answer:  You do NOT need to be home but your property needs to be clear of debris so our technicians can access our lines and where they enter your home.

Question: I have ImOn equipment that was destroyed from the storm. Will I have to pay for this equipment?
Answer: No, you will not be liable for the equipment that was destroyed because of damage from the storm.

Question: I was in a contract, but my house was damaged by the storm, and I have to disconnect services. Will I be responsible for an early termination fee?
Answer: No, ImOn will waive all early termination fees for all contract customers who have to disconnect services due to the storm.

Question: I need to disconnect service temporarily, how can I retain my email address and phone number?
Answer: Please contact us to make arrangements to preserve your email address and telephone number until you can re-activate service.

 

Update 9/10:

As of this morning, 95% of ImOn customers are reconnected.  There are 839 customers who still need their services restored.  Our teams continue to work in the field repairing network lines and reconnecting homes.  If you have called ImOn to open a service ticket and/or completed the online form at www.MyImOn.com/Storm2020, and are still without service, we are aware of it and there is no need to call again.  There are some rare cases where we have left a “service restored” notice at your house and you do not yet have service.  If this is your situation, please try power cycling your modem first and then your router by unplugging them from the wall, waiting a few moments and plugging them back in.  If that does not restore your services, and you have not already done so, please call ImOn customer care for more trouble shooting or to open a service ticket if necessary.  Thank you for your patience.


Update 9/9:

As of this morning, over 90% of ImOn customers have restored services. However, that means 1,811 customers are still without their ImOn services, and our technicians and network crews will not stop working until you are all back online. 

As you know, our crews have been dealing with challenging weather, but in spite of that, they were able to restore more than 200 customers over the Labor Day weekend. Our teams continue to work in tandem: some reconnecting “drops” from homes to the first pole, others repairing or replacing downed lines throughout the network, and still others are replacing and restoring network nodes. Today we hope to restore the final three network nodes so that all 1,100 are back up and functional. 

For our customers in Marion and Hiawatha, we have received the shipments of fiber cables and are now working in your neighborhoods to restore service. We started in Marion, as school started earlier there, but as of today we are also out in Hiawatha reconnecting customers.

For customers in Cedar Rapids, we have at least begun work in all hubs – some areas are completed and we are taking a second pass through these areas to address the customers still without service. 

We are currently contacting customers in completed hubs via automated phone calls to identify those whose services are not restored or may not be working as expected. When you receive these automated calls, you will be asked to enter your current service status and after you do so, the call will disconnect. This information will help us to schedule service calls with customers who require additional troubleshooting. 

If we do notify you that service is back up in your neighborhood, and you are still without service, please try power cycling your modem and router. There is more information HERE about troubleshooting your equipment.

We appreciate your patience as we work through this massive restoration effort. We know how difficult it is to be without Internet and cable TV service and are focusing all of our internal resources, as well as additional temporary help we have hired, on restoring 100% of ImOn customers as quickly as possible.



Update 9/8:

As of this morning, approximately 90% of ImOn customers have restored services. We have 4 remaining network nodes to restore of the 1,100 total and we expect these to be back up and running within the next 48 hours. Our crews were active throughout the holiday weekend and will continue to work 7 days per week until all customers are restored.
 
Today our teams continue to work in Marion and will begin work tomorrow in Hiawatha. You do NOT need to be home for our technicians to complete their work. Customers in these areas will receive an email notifying them of our work. If you have not been receiving our emails, please check your junk/spam folder and make sure we have a current email address on file. To add an email address to your account visit www.MyImOn.com/Contact.
 
As always, thank you for your patience.

 

Update 9/7:

As of this morning, over 89% of ImOn customers have restored services. There are 2,014 customers who remain without services and our teams continue to work through the holiday weekend to reconnect as many customers as possible. In some cases, when our technicians have repaired the line to your house, your services will be restored; in others, there may yet be repairs that need to be made to the node or “legs” of the network that feed your service. Our teams our working in tandem to address all needed repairs as quickly as possible. We will continue to communicate updates here, at www.MyImOn.com/Storm2020, and via email. To ensure you receive these email communication, please go to www.MyImOn.com/Contact and enter your current email address into the form. 

 

Update 9/4:

As of this morning, 2,269 customers (12% left) remain without their ImOn service.  Our service technicians will continue working through the weekend repairing the ImOn network and reconnecting customers. 

Over the weekend and into next week, some of the ImOn crews will be completing work in the areas we have already posted and making second passes through those neighborhoods checking customers who are still without service.

ImOn teams will also begin work in new areas in Cedar Rapids:

  • In Southwest Cedar Rapids from Wiley Blvd SW to Williams Blvd SW, and from  Sue Lane NW and 1st Ave SW, to 16th Ave SW.  This includes neighborhoods around St Jude’s School, La Salle Middle School, CRST International, Creekside Apartments, areas south of Hoover Elementary School, and areas south of Cleveland Elementary School.
  • Portions of Northwest Cedar Rapids from Edgewood Road NW to 11th Street NW and from  Elaine Dr. NW & O Ave NW to F Ave NW. This includes neighborhoods around Madison Elementary School, Methwick Community, Shawnee Park, O Ave Place Apartments, and Immanuel Baptist Church.

We have received a partial shipment of fiber that has been on order since the storm, and expect another shipment early next week.  Our teams are now able to begin working areas of Marion – we are aware of the urgency here due to school starting next week and will do everything possible to get as many customers connected as soon as possible.

  • Portions of Southern Marion from Highway 100 to 8th Ave and from 7th Street to 44th street. This includes neighborhoods around Hanna Park, Oakshade Cemetery, Marion High School, Starry Park, Ascension Lutheran Church, Starry Elementary School, Vernon Middle School, Francis Marion Intermediate School and Peg Pierce Softball Complex. 
  • Portions of northern Marion from 29th Ave to 6th Avenue and from Indian Creek Rd and 14th Street to 35th Street. This includes neighborhoods around Indian Creek Country Club, Wilkins Elementary School, Taube Park, Marion YMCA, Longfellow School, St. Joseph Catholic School, and Marion Free Methodist Church.

As always, we appreciate your patience and understanding.

Update 9/2:

Today over 85% of ImOn customers have restored services. Our service technicians are right on track working the neighborhood schedule we posted and emailed on Monday, and our network technicians continue to make progress repairing the portions of the network that serve those neighborhoods. All of our teams are solely focused on bringing 100% of ImOn customers back online with restored services. 

To put into perspective what our teams are encountering, we estimate that almost 26 miles of fiber and coax network were downed by the storm, and approximately 1/3 of that is damaged and needs repairing or replacing. Most of this damage is to our distribution network, the sections that reach into neighborhoods to deliver you service.

As we’ve noted, our crews are working in neighborhoods repairing “drops” to individual houses at the same time other teams are repairing portions of the network between the neighborhoods and our network hubs. If we finish in your neighborhood and you don’t have service, always try power cycling your modem and router first. If that doesn’t restore your service, it could very well be because we are still repairing part of the network that services your area. Please be assured we are making those repairs and will notify you by email when we believe your individual services should be restored.

We understand your frustration and are working night and day to relieve it by restoring your ImOn service. If you have additional questions, please read through our FAQs posted further down on this page.

Storm-Repair-Work.jpg

Update 9/1:

As of this morning, 84% of ImOn customers have their services restored. While we know it appears that number is increasing slowly, our team continues to make progress on finding and repairing damage to the network. Some of these repairs will bring up 1 or 2 customers at a time, but others have the potential to bring up multiple customers at once. Together, with contracted resources from partner companies, ImOn teams will continue to work until that number is 100%.

We understand your inconvenience and the pressure caused by needing to work from home or start online classes. We are your neighbors and are struggling with those same pressures, so please be assured we feel the same sense of urgency you do to get your services restored. While it may seem as easy as reconnecting your service line to your home, there are many more steps involved in restoring your Internet service. Your Internet service is fed from our hubs, to a power supply, and then through the coax lines to the nodes which then feed service to your house. The Derecho caused significant damage along that entire path that must all be fixed to restore service to your home.

We have teams working in parallel to find damage and make repairs as quickly as possible. Some teams are focused on repairing the hubs, lines and nodes, while other teams are focused on reconnecting the lines from your home to the pole. We are working as fast as we can, so sometimes one team might get ahead of the other. We understand that can cause confusion. Please rest assured your service will be restored as soon as all of the necessary repairs are made. Our teams continue to work night and day, seven days per week, until all ImOn customers are restored.

 

Update 8/31:

As of this morning, with 95% of the core network restored, our team will be working block by block to repair damage localized to your neighborhood.

ImOn technicians will repair, rehang, or replace the drop to your house.  You do not need to be home, but we ask that you ensure that your house is clear of debris so the technician can safely restore your service.   When the work in your neighborhood is complete, you will be notified so you can let us know if your service has not actually been restored.    

We understand the frustration of living without your Internet, phone, and cable TV connection. We want to assure you we are working Night and Day to restore your ImOn service. Our technicians continue to make progress, but we assure you, we won’t slow down until that number is 100%.  Our crews are working neighborhood by neighborhood in parallel efforts: one team is identifying and repairing damage to the parts of the network that serve your neighborhoods, and when that is complete for a given area, another team goes into reconnect individual houses.  We hope you know how much we appreciate your patience and understanding. 
 

Schedule for week of 8/31/2020

Storm-Repair-Timeline-2.jpg

Update 8/31:

As of early this morning, approximately 83% of ImOn customers have restored services.  Our technicians continue to make progress, but we assure you, we won’t slow down until that number is 100%.  We are working this in parallel efforts:  one team is identifying and repairing damage to the parts of the network that serve your neighborhoods, and when that is complete for a given area, another team goes into reconnect individual houses.  And we are working hard to communicate as proactively as we can with you when we know your neighborhood is next to be reconnected.  But, as you can imagine, sometimes things change quickly depending on what our technicians find, the availability of needed parts, the conditions in an area that needs repairs, etc.  We hope you know how much we appreciate your patience and understanding. 

Today our technicians will start working to reconnect customers in one of our hardest-hit network hubs.  They will be in areas of the Southeast and Northeast quadrants including neighborhoods around the Cedar Rapids Country Club, Washington High School, Cottage Grove Place, and Brucemore, along and north of Linden Dr SE, areas south of Franklin Middle School, and neighborhoods east and southeast of Coe College’s Athletic Fields.

We continue to have teams working in other neighborhoods we have already communicated, and will continue that effort until all customers are reconnected to their ImOn services.

 

Update 8/29:

Our technicians will continue to work in all of the neighborhoods we have posted about earlier this week. Our ImOn restoration team is more than 100 strong and continues to work night and day, seven days a week, to reestablish your service. We are committed to restoring 100% of our customers as soon as we can. We will begin work today reconnecting customers in the following area: between Ingredion over to Wilson Ave. and from the Cedar River over to I-380. This includes the Czech Village area, customers near Riverside Park, neighborhoods around St. Ludmila Catholic Church, areas near the Wilson Ave Hy-Vee, areas around Hayes Park, and the Four Oaks area.Percent-Modems-Online2.jpg

 

Update 8/28:

As of 6:30am this morning approximately 80% of ImOn customers have restored services. Unfortunately, the remaining 20% will be the most difficult to restore, as they are located in areas that suffered the most damage.  These areas include the Northwest side of Cedar Rapids between O Ave and 10th St; the Brucemore area on the Southeast side, specifically Bever Ave, Linden Dr, and Park Terrace; the NE side by Kennedy HS; the Wilson & 6th St. area on the Southwest side, and parts of Marion.

ImOn has partnered with several companies to bring in additional resources to help us with this significant repair and restoration effort. We have crews active seven days per week and will continue until 100% of ImOn customers are restored.

For a complete list of where ImOn technicians are currently working, please click HERE. We appreciate your patience and understanding.


Update 8/27:

Our technicians continue to work the neighborhoods we have posted earlier, and in addition, we will begin reconnecting customers in the following neighborhoods:

  • Neighborhoods around Ellis park , Robbins Lake, Cedar River Bluffs, Windsor on the River, and Ellis Golf Course. 

  • In the areas between F Ave NW to 1st Ave SW ,and Edgewood Road to 15th Street NW.  This includes the neighborhoods around the Johnston Ave HyVee, Apache Park, Edgewood Plaza, Cleveland Elementary School and areas west of Roosevelt Middle School. 

  • In the areas between C Ave NW to 10th Ave SW, and Interstate 380 to Rockford Rd SW. This includes neighborhoods around Reed Park, Cedar River Academy at Taylor Elementary, and St. Patrick’s Catholic Church. 

If you have reported your service outage to ImOn  through the form on MyImOn.com/Storm2020, you will receive an email notifying you that our teams will be in your area. You do NOT need to be home for this work but your property needs to be cleared of debris.

Please note:  These are large areas in which our crews will be working, and they plan to work in these areas over several days. You may not see our trucks and crew at your home right away, but they are working in the area and should be at your home within the timeframe noted on the email notification we send out.

Our objective of course is to restore services for 100% of ImOn customers as quickly as possible.  We understand how frustrating it can be to lose your ImOn service(s).  Please remember that ImOn provides free community Wi-Fi access in a number of locations across Cedar Rapids and in Hiawatha parks.  You should be able to safely access the Internet in these locations while maintaining social distancing. 

 

Update 8/26:

Question:  When will my service be restored?
Answer:  We do not have a timeline for every address or neighborhood because the damage to areas of our network varies based on where you are located. The most efficient way to report your service is down is to go to www.myimon.com/storm2020 and fill out the form at the bottom of the page.  We will be communicating with every customer on this list via email as soon as we know when our technicians will be in your neighborhood to restore service.

QuestionI have filled out the form but haven’t heard anything.  Am I really on the list?
Answer:  If you completed the form and submitted it, you are on the list.  We are working as quickly as possible to determine when we can reach each neighborhood and will communicate that to you via email as soon as we know.

Question:  I called in to report my service is down instead of filling out the form.  Am I still on the list?
Answer: Yes, we are combining the list from the form submissions with tickets opened via customer care.  Because of higher call volumes, it is most efficient to report via the form but you will be on the list.

QuestionHow am I supposed to fill out the form if I don’t have Internet?
Answer:  We understand this is a challenge.  If you are unable to access it via cell phone service, ImOn provides free community Wi-Fi in several areas throughout Cedar Rapids, including downtown, near Green Square Park, NewBo City Market, the McGrath Amphitheatre, the Ladd Library on Williams Blvd SW and the parking lot and park near Jane Boyd Community House. All of these locations allow for safe social distancing practices.

Question:  When you tell me technicians are coming to my neighborhood do I need to be home?
Answer:  You do NOT need to be home but your property needs to be clear of debris so our technicians can access our lines and where they enter your home.

Question:  I got the email saying technicians were coming to our neighborhood but haven’t seen anyone yet.  Did they skip my house?
Answer:  The email indicates when work will start in your neighborhood.  There may very well be a few days lag between receiving the email and actually seeing our technicians on your street.

Question:  I’ve heard it will be months before you can restore service – is this true?
Answer:  We have not determined or published a definitive timeline yet.  We are working each area as soon as it is safe for our technicians to work it and communicating directly with you when we know we’ll be working your neighborhood. 

Question: Why don't you bring in outside help, like Alliant did, to help restore service faster?
Answer: We have brought in additional resources from partner companies to help us get customers reconnected as quickly as possible. Our teams are working 7 days per week to reconnect customers. Because we had to wait for power to be restored before we could work in many areas, we are a bit behind the power companies.

Question: Will I receive credit for services that were out?
Answer: Yes, once the services are restored, ImOn will calculate the amount of time you were without service due to the ImOn network connection, and apply a credit to your bill. We will do this automatically using information from our monitoring systems. Please note credits will be reflected on your October billing statement.

Question: I have ImOn equipment that was destroyed from the storm. Will I have to pay for this equipment?
Answer: No, you will not be liable for the equipment that was destroyed because of damage from the storm.

Question: I was in a contract, but my house was damaged by the storm, and I have to disconnect services. Will I be responsible for an early termination fee?
Answer: No, ImOn will waive all early termination fees for all contract customers who have to disconnect services due to the storm.

Question: I need to disconnect service temporarily, how can I retain my email address and phone number?
Answer: Please contact us to make arrangements to preserve your email address and telephone number until you can re-activate service.

Question: Will I be charged a late fee if I can't pay my bill due to the storm? 
Answer: ImOn will suspend all late fees from August 10th until September 30th. However, after September 30th, all past due amounts will need to be paid or a late fee will be charged and your services may be suspended.



Update 8/25:

Our technicians continue to work the neighborhoods we posted earlier, and in addition we will begin reconnecting customers in the following neighborhoods:

Between 32nd St NE to 21st St NE and Eastern Ave NE to 1St Ave NE, along with 32nd Street Dr SE to 29th Street Dr SE. This includes areas around Arthur Elementary School, St Matthew Catholic Church and Mt Calvary Cemetery.

Between 6th St SW to L St SW and 16th Ave SW to Wilson Ave SW. This includes areas around Linwood Cemetery.

Between Wilson Ave SW to 33rd Ave SW and Interstate 380 to Bowling St SW. This includes areas around Jones Park, Grant Elementary School

If you have reported your service outage to ImOn, you will receive an email notifying you that our teams will be in your area.  You do not need to be home for this work but your property needs to be cleared of debris.

Just a note:  If you receive an email saying ImOn technicians are coming to your area, the timeframe they will be there is typically over several days. 

You may not see our trucks or teams the next day but they should be there within the timeframe noted on your email.  We are trying to plan out for a week or more and notify customers, so there may be a few days lag time from when you receive the email and when the work actually is started.

 

Update 8/24:

ImOn continues to follow the power companies in our repair work. We are making progress and as of Sunday afternoon, 72% of ImOn customers have restored services. 

Today our technicians are starting to work in the Cedar Hills neighborhood between E Ave NW and Johnson Ave NW. They will also begin reconnecting customers in the area between 16th Avenue SW and 33rd Ave SW and Edgewood Rd SW and 18th St SW. This includes areas around Van Buren Park and Hughes Park.

Work will also continue today in the neighborhoods between Linden Drive and Mount Vernon Road. This includes areas around Johnston Elementary School, Fairview Park, Anderson Park, Redmond Park, First Congregational United Church of Christ and Grant Wood Elementary School.

At the same time these neighborhoods are being worked, our network engineers continue to work on other areas of the ImOn network that suffered damage.  ImOn teams will continue to work 7 days per week until all ImOn customers are reconnected and their services are restored.  If you have filled out the form below OR have called ImOn customer care to report your services are down, there is no need for any additional action. We will email you when our technicians will be in your area. If you have commercial power but your ImOn services aren’t working, and you have not yet reported this to ImOn, please complete the form at the bottom of this page.   

Our objective of course is to restore services for 100% of ImOn customers as quickly as possible.  We understand how frustrating it can be to lose your Internet service.  Please remember that ImOn provides free community Wi-Fi access in a number of locations across Cedar Rapids and in Hiawatha parks.  You should be able to safely access the Internet in these locations while maintaining social distancing.  The Wi-Fi locations in Cedar Rapids include:  downtown, Green Square Park, McGrath Amphitheater, NewBo City Market, Ladd Library on Williams Blvd SW, and the parking lot near Jane Boyd Community House.

We appreciate your patience and understanding.

 

Update 8/23:

Today our technicians are starting to work in the neighborhoods between Linden Drive and Mount Vernon Road. This includes areas around Johnson Elementary School, Fairview Park, Anderson Park, Redmond Park, First Congregational United Church of Christ and Grant Wood Elementary School. They are also finishing up work in the Stoney Point area and the neighborhoods around Noelridge Park. 

Our technicians are working neighborhood by neighborhood to make repairs and fix downed service lines. If you still do not have ImOn service, and you have not already reported this to ImOn, please fill out the form at the bottom of this page. This is the most efficient way to report your services are down.

We sincerely appreciate your patience and understanding throughout these restoration efforts. We can assure you our primary objective is to get all our customers up and running just as soon as possible.

If you need to access the Internet and can’t from home, remember that ImOn provides free community Wi-Fi in a variety of areas throughout the city. We have tested these sites and confirmed they are functional. If you enter your ImOn account number, you will have unlimited access (otherwise 2-hour limit) at the following sites: downtown Cedar Rapids, Green Square Park, McGrath Amphitheater, NewBo City Market, the Ladd Library at 3750 Williams Blvd. SW, and the parking lot and park near the Jane Boyd Community House on 14th Ave SE. 

 

Update 8/22:

Our technicians continue to work night and day through the weekend to restore service and are making progress. As of this evening, approximately 70% of ImOn customers are up and running with restored services.

Our technicians are working neighborhood by neighborhood to make repairs and fix downed service lines. If you still do not have ImOn service, and you have not already reported this to ImOn, please fill out the form at the bottom of this page. This is the most efficient way to report your services are down.

We will notify you through email when our technicians will be working in your neighborhood. It is NOT necessary for you to be home for this work, but it is very important that your property be free of debris so our technicians can access the ImOn lines on your property and where they enter your home.

We sincerely appreciate your patience and understanding throughout these restoration efforts. We can assure you our primary objective is to get all our customers up and running just as soon as possible.

 

Update 8/21:

Our technicians continue to work night and day to restore service and are making progress. As of this afternoon, approximately 61% of ImOn customers are up and running with restored services.

If you have commercial power but do not have ImOn services, and you have not already reported this to ImOn, please go to www.MyImOn.com/Storm2020 and fill out the form at the bottom of the page. This is the most efficient way to report your services are down.

Once we have determined when our technicians will be working in your neighborhood, we will notify you via email. It is NOT necessary for you to be home for this work, but it is very important that your property be free of debris so our technicians can access the ImOn lines on your property and where they enter your home.

Today our technicians have started working in the neighborhoods around Noelridge Park. This includes areas around Wright Elementary School, Harding Middle School, Noelridge Park, KGAN, and the North side of Elmcrest Country Club.

They are also continuing to work in the Stoney Point area, including areas around Stoney Point YMCA, Cherry Hill Park, Pheasant Run Apartments, and Coolidge Elementary School.

We sincerely appreciate your patience and understanding throughout these restoration efforts. We can assure you our primary objective is to get all our customers up and running just as soon as possible.

 

Update 8/20:

Our technicians will be working in the Stoney Point area over the next few days to reconnect customers and repair service lines. This includes areas around Stoney Point YMCA, Cherry Hill Park, Pheasant Run Apartments, and Coolidge Elementary School. If you live in these areas and have reported your service is down by filling out the form out at the bottom of this page, you should have received an email notifying you of this work.

You do not need to be home when our technicians are there, but it is important they are able to access your property, the ImOn lines and where they enter your home, as well as the utility poles.

Our technicians have completed their reconnection work and repairs around Summit View VillageGrand View Village, and the Garden View Neighborhood. Customers in these areas should have their service restored. If you live in these areas and have reported your service is down, you should be receiving an email confirming your service is restored with instructions for what to do if it is not.

If you have commercial power at your home, but no ImOn services, and you have not yet reported it to us, please do so by completing the form at the bottom of the page. By doing this, we ensure you are on our list and you will receive status updates via email.

If you need to access the Internet and can’t from home, remember that ImOn provides free community Wi-Fi in a variety of areas throughout the city. We have tested these sites and confirmed they are functional. If you enter your ImOn account number, you will have unlimited access (otherwise 2-hour limit) at the following sites: downtown Cedar Rapids, Green Square Park, McGrath Amphitheater, NewBo City Market, the Ladd Library at 3750 Williams Blvd. SW, and the parking lot and park near the Jane Boyd Community House on 14th Ave SE. 

Thank you for your patience and understanding.

Update 8/19:

ImOn technicians continue to make progress on network repair and restoration.  Many ImOn customers will have service immediately when their commercial power is restored in their homes, others might experience a delay as our repairs are completed.  Please be assured we are working the issues as fast as humanly possible and will continue to do so until customer services are restored.  If you have commercial power in your home but no ImOn services, the most efficient way to communicate that to us is to complete the form below.  We will contact you when we have a service appointment available.  Thank you for your patience and understanding.

Update 8/18:

More neighborhoods are starting to see their power restored. Many customers will have ImOn services immediately after power is restored; others, who live in areas where ImOn’s network was impacted by the storm, may have more of a delay before ImOn services are restored.

If you have commercial power in your home, but don’t have ImOn services, please do the following:

  1. Try power cycling your ImOn modem or ONT by unplugging it from the wall electrical outlet, waiting a few minutes, then plugging it back in. Then do the same with your router. Wait an additional few minutes after plugging the equipment back in, to let it complete the power cycle. In some cases, this will restore your ImOn services.

  2. If power cycling does not work, please go to www.MyImOn.com/storm2020 and complete the form provided there. This is the most efficient method to report your services are not working. We will contact you via email with the day and approximate time we will be in your neighborhood to restore services. If you have already filled out this form or called into ImOn Customer Care to report your service is down, you do not need to do it again.

  3. Please make sure your property is free of downed trees and debris so our technicians can access your property, the ImOn lines, utility poles, and the location where the service line enters your home.

Thank you for your patience and understanding during this very trying time. We understand your frustration, and our technicians are working night and day to restore services as quickly as possible.

Update 8/17:

ImOn network technicians have been working night and day following Monday, August 10th's devastating storm to prepare for service restoration. We have made significant progress repairing damage to our network and continue to do so.

In hard hit areas, we are awaiting tree removal and power crews to repair downed lines and poles before we can begin repairs. This is for everyone's safety as downed electrical lines may still carry voltage. Once we have access and it is safe, we will begin our repairs following the power company restoration crews.

Please also understand that even if your location may not have lost power or sustained damage, sections of the network that serves your neighborhood may still have been damaged or impacted by loss of power.

Many customers will have service resumed as power outages are fixed and we gain access to neighborhoods. While some customers will have service immediately upon or shortly after power resumption, ImOn service restoration times might take several additional days in some areas, particularly in neighborhoods with extensive tree damage.

We thank you for your continued patience and understanding while we all recover from this natural disaster. Our thoughts are with you and your families, and please stay safe! 

 

Update 8/16:

Your ImOn team understands how difficult this week has been and we want to answer your questions as best we can at this point.  Below are some answers to questions that may be on your mind:

FAQ

Question: I have ImOn equipment that was destroyed from the storm. Will I have to pay for this equipment?
Answer: No, you will not be liable for the equipment that was destroyed because of damage from the storm.

Question: I was in a contract, but my house was damaged by the storm, and I have to disconnect services. Will I be responsible for an early termination fee?
Answer: No, ImOn will waive all early termination fees for all contract customers who have to disconnect services due to the storm.

Question: Will I receive credit for services that were out?
Answer: Yes, once the services are restored, ImOn will calculate the amount of time you were without service due to the ImOn network connection, and apply a credit to your bill. We will do this automatically using information from our monitoring systems. Please note credits will be reflected on your October billing statement.

Question: I need to disconnect service temporarily, how can I retain my email address and phone number?
Answer: Please contact us to make arrangements to preserve your email address and telephone number until you can re-activate service.

Question: Will I be charged a late fee if I can't pay my bill due to the storm? 
Answer: ImOn will suspend all late fees from August 10th until September 30th. However, after September 30th, all past due amounts will need to be paid or a late fee will be charged and your services may be suspended.

ImOn Curbside Customer Care & Payment/Equipment Drop off:

Our curbside customer care office will reopen on Wednesday, August 18th. The curbside customer care is located in the parkling lot connected to our Cedar Rapids' office building, located at 101 3rd Ave SW. Payments can be made and equipment can be exchanged at this location Monday-Friday 10am to 2pm.

Free Community Wi-Fi Available

If you need to access the Internet and can’t from home, remember that ImOn provides free community Wi-Fi in a variety of areas throughout the city. We have tested these sites and confirmed they are functional. If you enter your ImOn account number, you will have unlimited access (otherwise 2-hour limit) at the following sites: downtown Cedar Rapids, Green Square Park, McGrath Amphitheater, NewBo City Market, the Ladd Library at 3750 Williams Blvd. SW, and the parking lot and park near the Jane Boyd Community House on 14th Ave SE. 

Getting ImOn Service Lines Repaired/Reconnected:

If your ImOn service line has been damaged or disconnected from your home/business due to the storm, follow the steps below to get your ImOn connection restored. Unfortunately, commercial power must be restored before we are able to come in and fix our lines. Please do not call ImOn Customer Care until commercial power is restored and debris is cleaned up. This will enable us to address additional customer concerns. We thank you for your patience and understanding.

Once commercial power is restored and debris is cleared from your home/business, fill out the form below to get on our list to get your service line reconnected.

Please fill out the form below to indicate that you need your ImOn service line repaired or reconnected at your home or business.

Submitting a form will add you to our list of customers needing assistance. ImOn will contact you when a time slot becomes available for us to come repair your connection. Please know that due the extensive damage in the area, there is a waiting list for service appointment. Thank you for your patience and understanding.

My ImOn Cable Line Is: *
My ImOn Equipment (outside or inside the home) was damaged? *
Please indicate below whether your commercial power has been restored and if storm debris has been cleared from your residence/business. Both of these things must be completed before ImOn can schedule a service call to get your service(s) restored.
Commercial power has been restored to my residence/business? *
All storm debris is cleared away from your home, utility poles, and utility pedestals where our technicians may need to work? *