Internet outage upsets customers in Clarksville - WKRN News 2

Internet outage upsets customers in Clarksville

Posted: Updated: April 2, 2014 05:40 PM

Thousands of people in Clarksville were without Internet for about nine hours on Tuesday and now they want answers.

Clarksville Department of Electricity Lightband is the Internet provider for 15,000 customers in Clarksville.

Internet service went down around Noon on Tuesday and was not restored until nearly 9 p.m. Service was also interrupted Sunday from 12:30 a.m. to 5:30 p.m. A third, but shorter outage, occurred earlier.

"All three of these outages have been a problem with our bandwidth provider," said CDE Lightband General Manager Brian Taylor.

He continued, "The type of problems that we had were human errors. It wasn't equipment failure, it wasn't anything like that. It was all caused by human error."

On Sunday, Taylor said an AT&T employee damaged a fiber strand while doing maintenance on the fiber line that delivers Internet service to CDE. Tuesday's outage was caused by an employee from another company disconnecting service for one of its customers.

"When they disconnected that customer's service, they disconnected our service," Taylor said.

CDE is currently upgrading its service to provide multiple redundancies to prevent future outage. Taylor said those should be up and running next month and will prevent outages like these in the future.

"If the problem was on our side, we have control of the people fixing the problem and we can get that problem fixed. What was frustrating on our part was that this was our bandwidth provider. And we're depending on other people to fix the problem", Taylor said.

Taylor told News 2 that its 15,000 customers will be credited with two full days of service on their next bill.

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