McMinnville, Tennessee — An unintended fiber connection Wednesday caused an extensive outage for Ben Lomand Connect. During efforts to add additional capacity to upgrade the area’s broadband service, data traffic was incorrectly routed around 10:30 a.m. The situation caused video and telephone service outages across Ben Lomand’s 11-county service area. Staff worked quickly to fix the problem, and the first customers regained service within two hours.
“Even though we’ve never had an outage of this magnitude, our employees train for emergency situations such as this,” said Lisa Cope, General Manager/CEO of Ben Lomand Connect. “We know our customers count on us to keep them connected, which is why our staff jumped to action to restore service. We sincerely apologize for any inconvenience to our customers caused by such an unprecedented event and appreciate their patience and support.”
Though all service was restored Wednesday afternoon, Ben Lomand Connect employees worked into the early morning hours Thursday troubleshooting and evaluating the network. “Our employees are the most dedicated group I’ve ever come into contact with,” said Cope. “Team members from every department worked tirelessly to resolve the issue and help customers.” Cope went on to say that Ben Lomand personnel will be reviewing protocols to continue providing the level of service that customers have come to rely on for over 65 years.