Power outage: keeping your Internet and home phone this winter

Almost exactly a year ago, the first heavy snow of the season left hundreds of thousands of Quebec homes without electricity. When the power goes out, the modem shuts off, the Wi-Fi disappears and the home phone goes silent. Here is what really happens, how to get ready before the next storm, and what to do when the power comes back.

Winter, the season of outages

On November 11, 2025, Narcity reported that Hydro-Québec counted 375,814 addresses without electricity at 8 a.m., after wet snow and strong winds. Montérégie, Lanaudière and Montréal were among the hardest-hit regions. The cause is well known in Quebec: heavy snow bends branches, which fall on the power lines.

CAA-Québec points this out in its winter advice: strong winds and storms make outages more frequent and longer during the cold season. So it is better to get ready before the first big snowfall.

What happens to your Internet and phone during a power outage

At home, your connection depends on devices that plug into an outlet: the modem, the Wi-Fi router if you have one, and the phone adapter for your line. Without power, they all stop.

• Internet: no more Wi-Fi or wired connection while the modem is off. Your devices may still run on their battery, but without Internet at home.
• The home phone: a home phone line over the Internet depends on the connection and on electricity. During an outage, calls do not go through until the power and the connection are back. This is explained on our home phone page.
• The cordless handset: its base also plugs into an outlet. Without power, it no longer works.

Our advice is simple: always keep a charged cell phone for emergencies. That is what will let you call 9-1-1 or check on your loved ones during the outage.

Before the storm: five simple steps

1. Charge your devices when the forecast calls for heavy snow or freezing rain: cell phone, tablet, and a portable battery if you have one.
2. Put together an emergency kit. Hydro-Québec suggests, among other things, a flashlight, spare batteries, a battery-powered radio or a portable charger to follow the situation, warm blankets and a list of phone numbers. CAA-Québec recommends planning for at least 72 hours.
3. Write your important numbers on paper: family, neighbours, doctor, and your provider's number. When your cell phone battery runs low, the list on the fridge becomes precious.
4. Think about backup power. An uninterruptible power supply (a “UPS”) can keep the modem, the router and the phone adapter running for a while. It does not replace the power: how long it lasts depends on its battery, and the network in your area must also still be working.
5. Update your address if you have moved. The 9-1-1 service on your home line works from the address on your file: let us know of any change.

During the outage

Follow the situation on Hydro-Québec's Info-pannes service, online or in its mobile app: it shows current outages by area. Save your cell phone battery by limiting open apps and lowering the screen brightness.

CAA-Québec also advises unplugging sensitive electronic devices during the outage, to protect them from a power surge when the electricity comes back. The modem and the router are among them: plug them back in once the power is back for good.

When the power comes back

Give your devices a few minutes to restart, in this order:

1. Plug the modem back in and wait until the “Online” or “Cable” light is on and steady, which can take up to 2 minutes.
2. Then plug the router back in, followed by the phone adapter.
3. Check the line: pick up the phone and listen for the dial tone.

The power is back, but not the Internet? Unplug the modem's power, wait 10 seconds, plug it back in, then restart the router and your devices. The other troubleshooting steps are in our frequently asked questions. If nothing comes back, call us at 514 449-2582 or 450 341-2582: we will guide you over the phone, in English or French. The network in your neighbourhood may also take a little longer to come back than your electricity.

A simple service, at home and in winter

At Club Internet, unlimited cable Internet is available at addresses served by the cable network in Quebec, with a free modem rental and no contract. For your phone, the home phone line works with your Internet connection and all features are included: caller ID, voicemail, voicemail to email and more.

Want to know if the service is available at your place? Check your address in a few seconds, or place your order online. To choose the right speed before winter, also read how to compare Internet plans.

Sources: Narcity, “Plus de 370 000 foyers privés d'électricité au Québec”, November 11, 2025; Hydro-Québec, Info-pannes, “Avant une panne” (viewed November 9, 2026); CAA-Québec, “Panne d'électricité en hiver : comment s'y préparer et réagir en toute sécurité”.