Longview-Kilgore Cable Hopes to Restore Internet Service Today | Local news

Longview-Kilgore Cable hopes Internet service will be restored to Cablelynx subscribers today, following a “multi-level carrier outage” beginning Thursday afternoon.

The loss of service occurred after other companies’ fiber optic lines in the Dallas area were cut. Longview-Kilgore Cable provides Internet services to the Longview, Kilgore and Hallsville areas. General Manager Don Deem said the cut affects equipment from one of its suppliers and will also affect “many other companies.”

“Our lines and factory have not been damaged. There is no work locally that we can do to restore service,” the cable company said in a letter to customers on Friday. “We lease their circuits to provide our broadband services and we have three carriers for redundancy purposes to make sure our customers aren’t affected if one or the other goes down. It’s just not normal for all three companies to go out of business at the same time. It is important to note that this multi-level carrier outage has impacted many more communities and carriers with customers like you outside of our service area, including parts of Texas and Arkansas, so many people are working to recover as quickly as possible. “

The company’s eMTA telephone services were also affected.

Longview-Kilgore Cable is working with the three affected carriers to provide assistance and provide updated information to customers, the letter said. Windstream said it had identified the cut in its system and expects to begin repairs around noon today. Level 3 (Lumen) also found the fiber cross section and started repairs. ATT also identified where the fiber breakage occurred and said it would begin repairs around 4 p.m. The company was unable to provide a recovery time.

“It would be an understatement to say we understand the impact of losing your Internet service,” the Longview-Kiilgore cable letter says. “We are aware that our subscribers use the Internet for more than entertainment and rely on our services for medical needs, business activities, employment and educational programs. We are compensated on their account for the days they were unable to use the service. At this time The focus is on restoring the service and once that is complete we will answer questions related to credits on the account.”

Customers are not required to report their service outage, the letter from Longview-Kilgore Cable says.

“If you can follow us on Facebook on Longview Cable TV, our updates will be posted there. As we have important new updates, we will also email. If you need a letter for your employer or school, please email mail with that request to support@cablelynx .com.”

The outage started Thursday afternoon.

“The circuits will not be restored. We have no ETR (estimated recovery time),” the company said in a 7:30 am update on its Facebook page on Friday. “This remains the priority of both our suppliers, we lease the circuits, and our business engineers. Phone lines and chats will be busy again with long wait times.”

The company first reported the outage around 5:30 p.m. Thursday, saying the “service outage” has been affecting customers for about 20 minutes.

In updates since then, the company reported that its lines and equipment are good.

“We have no damage in our service area. We are like other providers who are going to lease circuits to provide the internet service of companies and we use Level 3, ATT and Windstream. We lease these circuits for redundancy purposes. Level 3 reports a fiber optic outage in Dallas. Windstream is reporting “a major event” and their circuit is down and ATT has yet to comment on why they are not available. We are working with Level 3 to direct us to a Houston data center and await confirmation. More updates will be provided when available,” the company said at 7 p.m. Thursday.

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