Resolved -
This incident has been resolved.
Jun 13, 11:26 EDT
Update -
We are continuing to monitor for any further issues.
Jun 13, 11:25 EDT
Monitoring -
We just received word from the vendor that they implemented a fix that should take care of the issues our customers are having reaching streaming platforms, websites, speed tests, etc. We have had reports from others in Frankton that they are able to reach sites and streaming services they were unable to reach before.
If any customers notice lingering issues with their service reboot your fiber ONT then your router, if issues persist afterwards contact our office and our after-hours team will make a note on your account for follow up communication.
Jun 12, 20:27 EDT
Update -
We received this update shortly before 5PM from the vendor. We will continue to update as we know more.
"We have reached out to the concerned team to get this prioritize. The team is engaged & reviewing this further, will get an update out shortly."
Jun 12, 17:49 EDT
Update -
Our vendor was on site in Frankton last night and stayed until early this morning. We were told that speed issues were resolved so customers should be able to run speed tests now, we did not get confirmation that the issue resolved. We have another ticket in with the vendor to resolve the issues with streaming services and other services/apps that customers are not able to get to. We will continue to update as we know more.
Jun 12, 08:05 EDT
Identified -
We are still actively working with our vendor to resolve the matter with degraded service that's causing issues with streaming video content, internet speeds, etc*.
*Customers with their own routers might also notice that they are unable to connect to the app provided by the router manufacturer.
Jun 11, 15:41 EDT
Update -
Services are up for Frankton, however we have gotten reports that some customers are unable to access streaming services as well as other app based platforms. We have a ticket in with the third-party vendor in order to troubleshoot this issue further. We will update as we know more.
Jun 11, 10:25 EDT
Monitoring -
The third-party vendor has been on site today and was able to get the affected equipment replaced. We will continue to monitor this as everyone's services return. If you notice your service is not online, power cycle your ONT first, by unplugging from power for 30 seconds then plug it back in, then power cycle your router by unplugging from power for 30 seconds then plugging back in. Customers that provide their own router might need to check their router app for additional steps.
If service does not restore please contact our office at 765-922-7916.
Jun 10, 16:54 EDT
Update -
We have received an update from the vendor. We will continue to update as we know more.
"Dear Customer, Thank you for your inquiry. Based on the latest update from the field team, the issue has been isolated to a failed Nokia device. The onsite technician confirmed that the unit is unresponsive, and a replacement chassis is required to restore service. We are currently working with our logistics team to source a replacement Nokia unit and have it staged at the local field office for pre-configuration prior to dispatch. Once the replacement hardware is available and prepared, a technician will be dispatched to perform the replacement. At this time, we are awaiting an update on the availability and delivery of the replacement unit. We will continue to provide updates as additional information becomes available. Thank you for your patience and cooperation."
Jun 10, 11:28 EDT
Update -
We have received this update from the third party vendor. We will continue to update as we know more.
"We have engaged with TAC and completed the troubleshooting process. The device has been isolated, and the issue has been confirmed to be due to a hardware fault. A replacement spare part has been arranged, and we will proceed with the replacement once it is available. We will keep you informed of further updates and progress."
Jun 10, 08:31 EDT
Update -
We have been in contact with the third party vendor and they have let us know they are working towards a fix for this issue.
Jun 9, 17:27 EDT
Identified -
The issue has been identified, third-party equipment that ties in with our equipment to provide service to Frankton has gone down. We have a support ticket in with the third-party support center and our ticket has been escalated to tier 3 in order to resolve this quickly. We will continue to update as we know more.
Jun 9, 13:51 EDT
Investigating -
There is an outage in our Frankton area. We are currently investigating the cause and will update as we know more.
Jun 9, 11:46 EDT
