Fusion/Flexlink Outage in the Santa Cruz Area

We are currently investigating an outage that is affecting Fusion and Flexlink customers in the Santa Cruz Area. This post will be updated as we investigate further.

– Robbie

Update: At&t has confirmed a major fiber cut in the area and have dispatched technicians out for repair. We will update further when we receive an ETR.

Update 2: At&t technicians continue to work on all the cut fiber but are unable to provide a ETR at this time.

Update 3 (11:15AM PST): At&t has determined that due to the extent of the damage, new cable will need to be brought in and installed to work around the affected area. The current rough ETR is 5 hours or around 4:00PM PST.

Update 4 (4:10PM PST): AT&T has pulled new cables and has begun splicing. Still no ETR.

Update 5 (7:00PM PST): At&t continues their construction to repair the damage. The latest estimate received from the splicing crew for restoral of service is 1AM to 2AM.

Update 6(3:10AM PST): At&t has completed splicing in the replacement cables and all affected areas are now back online.

Update 7: Additional details on this outage are available from the following news article. http://sanfrancisco.cbslocal.com/2013/04/16/gunshots-cause-oil-spill-at-san-jose-pge-substation/

16 comments for “Fusion/Flexlink Outage in the Santa Cruz Area

  1. thezoo
    April 16, 2013 at 10:56 am

    Could you please add a time to these updates?

  2. thezoo
    April 16, 2013 at 11:57 am

    Thanks for the update (and the time)!

  3. jmtech
    April 16, 2013 at 2:22 pm

    So sad, my Internet & phones are still down. Please post more detailed information about this incident when it is available.

  4. rob
    April 16, 2013 at 3:47 pm

    Fiber cut by vandalism in South San Jose near the Metcalf power substation. Has severely crippled landline & xDSL internet service in Gilroy, San Martin, Morgan Hill & Santa Cruz. Story here: http://abclocal.go.com/kgo/story?section=news/local/south_bay&id=9066938

  5. Dennis
    April 16, 2013 at 4:11 pm

    Its past 4 pm and still no service!

    What’s the current status?

  6. Larry
    April 16, 2013 at 4:14 pm

    This article
    http://campbell.patch.com/articles/urgent-turn-down-power-use-through-midnight
    refers to phone cabling getting cut in Coyote.
    Are there two separate locations where phone cables were cut ?

  7. Maximus
    April 16, 2013 at 4:56 pm

    Would you please send a company rep to find the dweezle who cut the cable and pummel them senseless with an organic carrot?

    Thanks!

  8. jmtech
    April 16, 2013 at 7:23 pm

    Oh dear, so much for getting any work done today.

  9. Paul Hoffman
    April 16, 2013 at 7:33 pm

    24 hours of downtime for a cable cut? Does Sonic.net have an SLA with AT&T that covers outages, and is this within it?

  10. Ken
    April 16, 2013 at 8:08 pm

    DSL is extremely slow in San Mateo, not completely out though, could this be related to this outage?

  11. rabrown
    April 16, 2013 at 8:14 pm

    Ken, you should give our tech support department a call regarding your dsl performance issue, as it would not be related to the fiber cut situation.

  12. Liz
    April 17, 2013 at 9:34 am

    San Francisco seems affected. Everything except browser access very slow or not working at all. My work VPN seems crippled as well — not sure if that is a Sonic issue though.

  13. jmtech
    April 17, 2013 at 9:52 am

    Thanks Sonic.net for all the updates and plus a big thanks to Rob & Larry for all the extra info. Hopefully we have suffered through the last great outage of 2013.

  14. Bruce
    April 17, 2013 at 5:47 pm

    http://www.santacruzsentinel.com/localnews/ci_23038054/internet-outage-linked-san-jose-transformer-vandalism
    Internet, cellphone service disrupted throughout Santa Cruz County
    By Jondi Gumz – Santa Cruz Sentinel
    Posted: 04/16/2013 05:38:53 PM PDT

    SANTA CRUZ – Internet and cellphone service in the county were disrupted Tuesday after one of AT&T’s fiberoptic cables in Gilroy was damaged.

    The outage lasted all day and is expected to be fixed Wednesday.

    It affected commercial customers such as Bay Federal Credit Union, which was unable to process deposits due to lack of Internet connectivity, individual AT&T and Verizon phone users, along with Sonic Fusion and Flexlink customers in Santa Cruz.

    George Ross, a spokesman for AT&T, could not say how many customers were affected, but he said technicians are working to repair the damage as quickly as possible.

    “This kind of situation is exactly why Cruzio started building our own network, wholly owned and managed locally, after the 2009 cut,” said Cruzio Internet co-founder Chris Neklason, referring to a similar outage on the same line. “Cruzio Velocity customers are affected. Cruzio DSL, wireless and datacenter customers, and anyone working at 877 Cedar, are not.”

    Cruzio reported that AT&T “confirmed a major fiber cut in the area and have dispatched technicians out for repair.”

    The fiberoptic cables were cut near Monterey Highway in Santa Clara County about 1:30 a.m. Tuesday, according to Santa Clara County Sheriff Laurie Smith.

    By 11:15 a.m., Cruzio reported AT&T determined new cable was needed due to the extent of the damage and service expected to be restored by 4 p.m. An update shortly after 4 p.m. said AT&T had begun splicing.

    Splicing will “take a while,” Neklason said. “Each hair-width glass fiber must be polished and attached to the corresponding fiber in the new bundle.”

    That was not the only utility disruption Tuesday.

    The Santa Clara County Sheriff’s Office and the San Jose Police Department received multiple phone calls of gunshots in the area of Monterey Road and Blanchard Road in the city of San Jose at 1:46 a.m. Both departments were unable to locate anything or anyone suspicious in the immediate area, but two hours later PG&E contacted the Sheriff’s Office regarding the breach of a security fence at their substation located in the 100 block of Metcalf Road.

    According to the Sheriff’s Office, PG&E reported at least five transformers were damaged and hazardous materials spilled. Cause of the damage was not known.

    The South Santa Clara County Fire District and PG&E worked to clean up hazardous materials spilled by transformers.

    The two incidents occurred a half-mile from each other and near a gun range.

  15. Bruce
    April 18, 2013 at 6:23 am

    AT&T Announces $250,000 Reward in San Jose Area Network Vandalism
    BY PR Newswire
    — 2:07 PM ET 04/17/2013

    SAN JOSE, Calif., April 17, 2013 /PRNewswire/ — AT&T today announced a $250,000 reward for information leading to the arrest and conviction of those responsible for an act of vandalism to the AT&T network in San Jose, CA.

    Following the terrorist attacks of Sept. 11, 2001, AT&T networks were declared National Critical Infrastructures in recognition of their importance to the nation’s security. Anyone who tampers with, destroys or disrupts the company’s network or its components is in violation of federal and state laws. AT&T is assisting law enforcement to identify and prosecute those responsible.

    The vandalism occurred in the early morning hours of April 16 and involved cuts of fiber optic cables in a manhole in San Jose.
    technicians responded immediately and are working to restore service in the area.

    Tips can be given to AT&T at 800-807-4205.

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