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Thalador's profile



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Monday, April 10th, 2017 12:29 PM

Extended outage - Looking for answers


I recently moved to San Antonio and get the 1Gbps fiber. As an IT guy who works from home reliability is key to me. I have had the service now 9 days and there have been neighborhood outages for 4 of them. I called multiple times and got the "reboot your PC" guy until they sent out a tech. He got to my house 30 minutes late (this was ok) because he stopped at the fiber panel (or whatever he called it) before hand. He said he saw the whole thing was down and opened a ticket for it. That was AOTS ticket # 229554130 pfp.. Outage on network 17ners193127..

The next day it came back up...for about 5 hours then down, same thing day 3 and 4.. Called and asked for status and all I got was "it's fixed".

Long winded, I know, but I am concerned that no one seemed to know about this outage. As I said, I work from home and need connectivity. Could someone look into these ticket's and give me an idea of what happened and what kind of resolution was done? All I got was "I am not a tech, but I see there was a light and now it's fixed".

I had posted this at the direct support forum on dlsreports but was told a community manager here would be able to get me some information.




Community Support


210.5K Messages

6 years ago

Hi @Thalador,


Sorry to read of your loss of service. When outages occur, the forums team has limited information as why they occur. The majority of the time it is damaged equipment that needs to be replaced. When they do happen, we can assure you that our network teams work as quickly and efficiently as possible to address outages. Depending on the damage and/ or issue, can delay resolution. 


The forums team does not have information when an outage will be clear but we do have an that you can use to check status of the outage. You can find more information here



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