Suncadia Outage (Investigating)
  • Priority - Critical
  • Affecting Other - Network
  • Suncadia Residents,

    Atlas Networks is experiencing an extended outage in the Suncadia area, caused by a complete cable cut on a long-haul fiber optic cable owned by a national carrier.  The damaged cable is located on a remote railroad crossing bridge, and the vaults on either side required excavation machinery to be brought in in order to gain access.  At this time, the national carrier's crews have gained access to the fiber vaults on either side of the bridge, and have pulled in replacement cabling.  That cabling is now being spliced in, in order to connect it with the long haul fiber on either side of the bridge.  We anticipate that service will restore immediately upon completion of the national carriers' splicing work.

    Atlas Networks has been in regular contact with the cable operator in pursuit of detailed updates, and are passing through all information being shared with us as quickly as possible.  We apologize for the disruption this outage has caused, and will be evaluating appropriate actions to ensure your services are reliable.  If you have any questions, please contact us at support@gigabit.io

    Our team will be performing a post-mortem tomorrow to review our response and identify opportunities for improvement.  If you have any feedback that you'd like us to consider in our post-mortem conversation, we'd love to hear from you at support@gigabit.io.

     

    Updates:

    6:17PM: Service has been restored.

    5:05PM: Our backhaul provider has provided the following information "The new fiber has been pulled and splicing is underway."

    3:05PM: Our backhaul provider has provided the following information about the timelines to get services restored. "Excavations to expose the necessary cable vaults that will be utilized for repairs continue to progress. After excavations are complete, crews will work to remove the damaged portion of cable, and then proceed with pulling in a new section of cable. Splicing is projected to start on October 17th by 5PM. Full service will be restored after splicing is complete. "

    9:23AM: Our backhaul provider for the fiber optic route between Suncadia and Seattle confirms there is damage to a major fiber route.  They have all available field resources onsite and working to repair the damaged cable, and we hope to have an ETR from them shortly.  This issue has been fully escalated with the providers executive team, to assure it is being handled with the utmost urgency. More updates will be posted to this page as they become available.

    Initial: We have reports of an internet outage for our Suncadia customers. We are currently investigating and working to get services back online as soon as possible. 

     

  • Date - 2021/10/17 06:35 - 2021/10/17 18:17
  • Last Updated - 2021/10/17 19:01
Atlas Networks COVID-19 Response (In Progress)
  • Priority - High
  • Affecting System - All
  • Atlas is focused on keeping you connected to your employer and businesses connected to its employees! We've outlined our response plan priorities as ordered below:

    1) Protecting the health and safety of our employees.
    2) Ensuring our network exceeds the demands and expectations of our customers who rely on it more than ever now.
    3) Ensuring our team is highly responsive to our customer's needs.

    To that end, Atlas is taking the following steps:

    • We have closed our headquarters in downtown Seattle and are running with a skeleton crew designed primarily to support our field installation technicians.
    • We have asked our non-field team employees to work remote and are requiring anyone with symptoms of illness to self-quarantine at home.
    • Our field team in both Seattle and Suncadia continues to work to provide support for customers and maintain our physical network. However, we are reducing the number of jobs our field team handles daily to ensure they stay rested and healthy.
    • We are continuously monitoring customer bandwidth usage and analyzing network statistics to ensure our network performance and capacity meets expectations - this is standard practice for us.
    • We have extended our customer care hours later in to the evening by staggering our teams availability. As always, we will be available 24/7 to respond to outages or emergencies.

    Please check back here for updates or follow us on Twitter: https://twitter.com/atlasnetworks.

    Email Announcement Sent to Business Customers:

    Dear Customer,

    If your inbox is anything like mine, you are being flooded with communications from companies regarding their response to the coronavirus. To keep this email short and to the point, please see the below URL for status updates from Atlas moving forward. We will update this webpage as new information arises and also post on our Twitter account. Unless a material change occurs, our updates will only come via those two sources.

    The challenge that this outbreak represents to you, your business, your family, and the community is likely not similar to anything you have seen before. We find ourselves having to process through uncertainty, unexpected changes to our routines, and a heightened risk to our health. What is most important now is your health and safety coupled with all of us doing our part to minimize exposure. As a telecom company, Atlas is at the forefront of the response to COVID-19 by ensuring our network continues to support the demands of remote workers and businesses. While most of our team has been asked to work remote, our field crew is diligently tending to our physical network and upgrading circuits as needed for customers.

    Please feel free to bookmark the below page or follow us on Twitter for our detailed response and ongoing updates:

    Atlas Coronavirus Information Page: https://gigabit.io/covid-19
    Atlas Twitter: https://twitter.com/atlasnetworks

    On a personal note, I've spoken directly to several fellow business owners and restaurateurs in downtown Seattle that Atlas services. While all businesses are being impacted, I encourage you to seek out your favorite restaurants, coffee shops and pubs that may be offering take-out services. These businesses are likely to be some of the most impacted in these challenging times.

    I wish you and yours the very best in health and well-being!
    Sincerely,

    Ryan Maloney
    CEO
    Atlas Networks
    www.gigabit.io

  • Date - 2020/03/01 00:00
  • Last Updated - 2020/12/22 08:50