Wednesday, November 14, 2018

Unsurprisingly, California Fires Cause Significant Charter Spectrum Outages

Charter Spectrum customers across Ventura County, Calif., are reporting significant outages of TV, internet, and phone service as a result of the region’s ongoing wildfires, which have caused significant damage to Spectrum’s fiber optic lines.

“Our fiber lines have been damaged or destroyed by the fire in multiple areas,” said Spectrum spokeswoman Pamela Yu in an e-mailed statement. “Our technicians will be working to restore service as soon as it is safe to do so, and we get approval from the fire department to go into those areas. We are repairing fiber where we have been given access and crews are restoring services.”

Stop the Cap! reader Juan Hidalgo, who lives outside of Camarillo, told us he lost service late last week, saw it briefly restored on Monday, and is out of service once again.

“I waited on hold 49 minutes before a representative confirmed there was additional damage to their fiber optic service lines, which are spread across the county and have affected Spectrum and other providers,” Hidalgo said. “I know it is not their fault, but I wish they had redundancy in their network so they could transfer service to another cable not affected by the fires.”

Hidalgo and his family are safe, although they could see smoke from the Woolsey fire last weekend. Things have calmed down since then, and Hidalgo says he realizes that his inconvenience pales in comparison to the losses some Californians are experiencing.

“My heart goes out to them and their families, and I am aware that in comparison having your cable out doesn’t really seem that important, but considering how serious fires are becoming in California, finding ways to maintain service to get important messages out seems more urgent than ever,” Hidalgo said.

The fires have also caused disruptions to other service providers, especially fiber-fed cell towers in fire areas. As customers drop landline service, most depend on their cellphones to get urgent alert messages and stay in touch with friends and family, as well as emergency services like 911. Those who escaped from the devastating Camp Fire in northern California reported significant problems making and receiving calls during the peak of the fire and the resulting evacuation. Most reported text messaging was the most reliable service when calls did not go through and internet service was spotty.

Some attempts by volunteer groups and competing ISPs to bring up publicly accessible internet hot spots had mixed results, according to the Ventura County Star.

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