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[Resolved] DSL Outage in Williamsburg Area on 5/11/2018

[Updates will be added to the bottom of this post]

Based on recent trouble reports, it appears there is a telephone company outage that is affecting most DSL Internet customers in the, Williamsburg, VA, area. The outage appears to have started around, 5:00PM, on Friday, May 11th, 2018.

If you are affected by this outage, we will need to open a trouble ticket with the telephone company for your DSL line. E-mail us, or call our office, and leave a message, with the following information: Your name, your e-mail address, the telephone number where the service is located, your cell phone number, and the status of the lights on your DSL modem. We will need to know the names of each of the lights, and if they are on, off, or flashing.

Once we have that information, we can open a trouble ticket with the telephone company for your DSL line. Hopefully the telephone company will get this resolved quickly. We apologize to the affected customers for the inconvenience while we wait for Verizon to make the necessary repairs to their DSL network.

[Update 5/12/2018 8:00PM] Verizon has linked all the trouble tickets to a single outage, and has referred it to be worked on at their Central Office. They have not provided any ETR (Estimated Time of Resolution).

[Update 5/13/2018 12:00PM] Due to hours long telephone hold times, and communicating with an office, on the West Coast, that doesn’t open until noon, our time (ET), it has been difficult to get updates, from Verizon, regarding this outage. We will continue to try to get further updates. Verizon has not provided any ETR (Estimated Time of Resolution), so far.

[Update 5/13/2018 3:00PM] We have been advised that the Verizon trouble tickets are still being processed and that Verizon’s slow response is partially due to Verizon not having many techs working over the weekend.

[Update 5/14/2018 11:00AM] The most recent update we have received from Verizon, around 11:00am on May 14th, still does not include an ETR, or estimated time of resolution. However, it does sound like Verizon has narrowed down where the cause of the trouble is, to a area in their Williamsburg Central Office.

Verizon has notified [us] of an outage in this area. No route; trouble between ADN [Advanced Digital Network Service] and OCD [Optical Concentrator Device] switch. Unfortunately, there is no ETR [Estimated Time of Resolution] at this time. We apologize for the inconvenience.

[Update 5/14/2018 5:00PM] Verizon has not provided any further updates other than they are still working on the issue.

[Update 5/14/2018 11:00PM] We are still waiting for an update from Verizon, however, it appears that some users have been able to reconnect. That suggests, at least, some of Verizon’s repairs are well underway, or have been completed. Please power off, and back on, all of your equipment, including your modem and router, wait 5 minutes, and see if you are able to get online.

[Update 5/15/2018 2:10PM] Verizon reports the outage has cleared. All affected customers should be working, again.

**** Once service is restored **** It is likely that customers will have to power off, and back on, their DSL modem and router, in order for it to reconnect. We highly suggest, powering off, and back on, your DSL modem and router every 4 hours, or so, to see if service has been restored. Other than briefly powering off, and back on, to see if service has been restored, please be sure to leave your modem and router powered on.


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