Recovery FAQs

My equipment was damaged, how can I get it replaced?

Stop by our service center at 58085 Fort St. Plaquemine, LA 70764 and we will provide you with new equipment. We are open Monday – Friday 8am – 5pm. If you are unable to get to our customer service center, email us at recover@eatel.com or call support at 225-687-7000.

Should I throw away my damaged equipment? (set-top boxes, remotes, eeros, etc.)

Yes, you can dispose of your equipment however you’d like. We do not need it back.

My equipment was not damaged, can I hook it back up myself?

Yes, if both your external and internal equipment were not damaged you can reconnect your equipment. View this video for reconnect instructions.

I unplugged my wires and don’t know how to hook them back up. What should I do?

Watch our instructional videos on self-installation. If you still have difficulties reconnecting your equipment, email recover@eatel.com. You may also contact customer support at 225-687-7000.

I’ve had to leave my home. Can I transfer, suspend or disconnect my service?

Yes, we will work with you to transfer, suspend or disconnect your service. We will issue bill credits for service you did not use. You can put in your request easily online here or give us a call at 225-687-7000.

My power is back, but the internet is not working. What should I do?

Try to reboot. Follow these instructions and if the problem continues to persist you can report your outage online or give us a call at 225-687-7000.

Will I be charged for services that I did not use?

No, you will not be charged for services you did not receive or use. We are automatically crediting our customers. If you were billed, you will be credited. If you are not credited, call us at 225-687-7000 and we will work with you to make it right.

How do I report an outage?

The best way to report an outage is by using our online form here. You can also call us at 225-687-7000.

Can I still watch TV using an internet-connected device?

Yes, your EATEL TV subscription provides access to a ton of today’s most popular network apps. Download the apps and use your TVE login. Register for a TVE account here or learn more.

When will a tech be able to come to my house?

Our techs are making service visits to a high volume of impacted customers. We are making great progress and are working towards getting every single customer back online as soon as possible. We don’t have estimates right now but most customers are able to have a tech come out within a few days. Follow us on Facebook for network updates.