On Friday April 18th, Some Internet Users Experienced An Outage That Lasted Over 24 Hours

Around 180 residents all together had outages. In some cases on and off throughout that day and in some cases all day long.

Outages do happen from time to time for a variety of reasons. Anything from line interference to the sun, and equipment failures. One time we experienced an outage after a squirrel chewed through a line down the street. Strange as that is, these things occur and part of what we pay ASTOUND for is to troubleshoot and quickly resolve any maintenance issues or outages.

The outage on the 18th was related to an equipment failure but it was extraordinary due to the length of time. It is very unusual to experience a day long outage impacting so many users.

In a recent meeting with our ASTOUND representatives, we mentioned how painful this was, particularly with so many folks working from home since the COVID-19 pandemic. To be without internet on a Friday created a strain for many of us. A couple days later our reps reported they requested a courtesy credit on our behalf in response, and it was approved. Not only that they agreed to pass a credit worth one week of service. That’s approximately $15.26 per impacted account.

Thanks to the new fiber network and equipment, they were able to isolate each unit that experienced the outage. Only particular tiers were affected, so they provided us with a list and our team has since processed the credit so that it will reflect on the respective owners assessment account. For those 180 accounts, owners will see a line on their statement “Outage Credit 4/18”.

No, this is not a mistake! ASTOUND was willing to acknowledge this was an extraordinary outage, by extending this courtesy to each unit impacted. This is not something they would do for every single outage. We do have to expect that as a part of life from time to time. But I’m sure they hope this helps take away from some of that sting residents experienced on April 18th.