Update: 11:37pm – The majority of all affected customers are now restored. We are manually restoring the ones that remain. The cause of this outage was a planned vendor maintenance event for power work that caused an equipment power redundancy failure on a core router despite being fully powered on backup feeds. The interruption in traffic while routes shifted caused certain customer routers to flood our DHCP servers beyond capacity. If your internet service is still down, reboot your router. If problems persist please reach out to customer support during business hours.
Update: 10:51pm – Services are restoring now across our platforms.
We are investigating service disruptions on our residential Fusion Fiber services. Issues include intermittent data and voice connectivity. We are working quickly to restore services. Updates to follow.
-Network Engineering
It would be helpful if these posts had (more precise) timestamps.
thank you. love you
I’m in Berkeley, near San Pablo Park. My internet has been out since 10 pm. I have a midnight deadline!
Should I leave all eeros connected while you restore service?
Down in Albany, 94706.
Hi Craig,
We apologize for any inconvenience. One of our switches failed for a brief period of time and recovered. This will have dropped out a number of connections and is likely what has occurred with your connection. If you are still experiencing any issues please restart your router and if that fails; give us a ring here at 855-394-0100 and we should be able to sort this out with you. As of now the outage should be cleared.
Kind regards,
Hi Laura,
We apologize for any inconvenience. You can leave your Eeros connected during an outage as typically the service will come back with out in intervention on your part. In this case, one of our switches failed for a brief period of time and recovered. This will have dropped out a number of connections and is likely what has occurred with your connection. If you are still experiencing any issues please restart your router and if that fails; give us a ring here at 855-394-0100 and we should be able to sort this out with you. As of now the outage should be cleared.
Kind regards,
Hi Gautam,
We apologize for any inconvenience. One of our switches failed for a brief period of time and recovered. This will have dropped out a number of connections and is likely what has occurred with your connection. If you are still experiencing any issues please restart your router and if that fails; give us a ring here at 855-394-0100 and we should be able to sort this out with you. As of now the outage should be cleared.
Kind regards,
Hi H,
We apologize for any inconvenience. One of our switches failed for a brief period of time and recovered. This will have dropped out a number of connections and is likely what has occurred with your connection. If you are still experiencing any issues please restart your router and if that fails; give us a ring here at 855-394-0100 and we should be able to sort this out with you. As of now the outage should be cleared.
Kind regards,
Hi Patient,
We apologize for any inconvenience. One of our switches failed for a brief period of time and recovered. This will have dropped out a number of connections and is likely what has occurred with your connection. If you are still experiencing any issues please restart your router and if that fails; give us a ring here at 855-394-0100 and we should be able to sort this out with you. As of now the outage should be cleared.
Kind regards,
A little late with the update. I, too, had a deadline to register for a class and nearly missed it. Since your office was closed when this happened, it would be helpful if you did a couple things:
1. Have a message on your answering machine letting folks know what’s happening and what to do (or not do) about it. Update it as needed.
2. I, too, tried unplugging and re-plugging various connections to see if that made a difference. (It didn’t.) You might consider sending out a brief sheet of quick things to try if this kind of thing happens again since no tech is available after hours.