08/08/2026
We want to provide our customers with a brief explanation of yesterdays outage. At 8:15AM a module in a core network switch failed. This caused a widespread outage as it was at the heart of our network. We identified the problem and by 9:15AM we had reset the module and services returned to normal. We planned to replace the module at an off peak time later that night.
At about 12:30PM, the same module again failed, and we decided to replace the module. This took about an hour. However, what we didn't know is that the module corrupted some data, and had triggered a crash in a neighboring router. At this point the network was partially operational, but phone and email services remained offline.
We traced the problem, rebooted the router, and all services returned to normal by 2:30PM.
We understand that customers were frustrated because they could not reach us by phone, and because we did not send out an outage notification. Unfortunately, due to the nature of the outage, we were unable stay in communication.
We apologize for the difficulties this outage caused, and we truly appreciate your patience as we worked through an unusually complex issue. Please understand that during major outages, all team members are working to resolve the problem as quickly as possible.
