August 17th Outage Response

Posted: August 18, 2022 at 1:23 pm

On the afternoon of Wednesday, August 17th, 2022, Ben Lomand Connect began having trouble with communication between two of our servers (primary and backup) and the ONTs (Optical Network Terminals) that reside at the homes and businesses of our fiber customers. After many hours of working with one of our internet partners, the root cause was found. We began the arduous process of working with new code and deploying it to the affected ONTs. Twelve employees worked around the clock to bring about a resolution to this issue. Most of our customers affected by the recent network outage have been reconnected at this time.

Businesses, online students, and “Work From Home” employees felt great pain over the last 20+ hours, and no amount of apology can replace the stress and strain that this has caused to some of our fiber customers.

Unforeseen circumstances will happen when dealing with technology. How we respond and look to minimize these instances has been and will continue to be the key to our success as we move forward over the days, months, and years with our customers.

From pricing, service, and equipment, we will continue working to earn your trust and business daily.

Again we apologize for this incident and will always be grateful for the households and companies that choose to be a part of our BLC family.

If you are still experiencing any issues, contact our local 24/7 Customer Support Center via phone or web chat at the link below.

CEO & General Manager, Greg Smartt