Resolved -
Marking incident as resolved. Waiting on final documentation to be provided by our upstream carrier as well as the identification of the contracting company responsible for the issue. Once all is identified a formal root cause analysis will be sent out by Liberty Broadband to all customers so they are aware of the cause of the outage and if any additional network infrastructure could help prevent this in the future should it happen again.
Jun 3, 12:09 MDT
Monitoring -
We are online and active again. We will be monitoring for the next two days to ensure line health. A root cause analysis document will be released for this event as soon as we get all the relevant data from our upstream carrier.
May 29, 10:15 MDT
Update -
Lumen has finished the fiber splicing. Testing at our location isn’t showing any connectivity. Spoke with Lumen Support and they are having their testing team recheck the lines.
May 29, 07:09 MDT
Update -
2025-05-29 04:11:54 GMT - The cable has been pulled into place. Fiber preparations have commenced. Once the cable is excavated, the splicing crew must then strip the protective sheath from the main cable and from each individual strand. Once this has been performed, technicians then clean the fiber and cleave it to make a clean cut in order to ensure optimal fusion to the replacement section of cable.
This will be the last update for the evening. Liberty Broadband employees and owners all live in the Valley as well so we will be grabbing some sleep and heading to Ogden in the morning. Based on there progress so far I am hopeful we all wake up with Internet in the morning.
May 28, 22:26 MDT
Update -
2025-05-29 00:45:08 GMT - Field Leadership continues to reach out to Field personnel on a current status but due to cell service in area, there has been no response
May 28, 18:47 MDT
Update -
2025-05-28 23:43:58 GMT - Field Leadership is waiting on word from the repair teams that locates have been placed and excavation work has commenced. Communications will be delayed due to poor cell service in the area.
May 28, 17:51 MDT
Update -
Field Operations have advised that the damage location has been identified. The area has poor cell reception due to the fiber cut. The damage has been reported as a 288 and 144 strand fiber cable. the cables were damaged by a boring operation. Repair teams are onsite waiting for utility located to be performed. Crews will excavate the damage fiber cables and inspect if the protective conduits need to be repaired or not.
May 28, 16:45 MDT
Update -
2025-05-28 21:58:48 GMT - The Supervisor of Regional Operations (SRO) has advised that onsite teams are working to complete damage assessments and repair planning onsite; however, it has been determined that the cable damage has impacted cellular service in the region and communication with onsite teams is extremely limited as a result. As such, two-way radios have been dispatched to the fault location in an effort to establish consistent communication with onsite teams, and efforts to isolate viable routes for migration efforts are underway in an effort to recover cellular services at this time.
May 28, 16:13 MDT
Update -
New update from Lumen:
2025-05-28 20:59:13 GMT - Conjunctive isolation efforts have pinpointed a damaged fiber outside of the Huntsville central office that appears to have been struck by a directional boring activity. Further assessments and investigation are underway onsite at this time.
May 28, 15:30 MDT
Identified -
We are currently experiencing a network outage that is affecting multiple ISPs and cellular providers throughout the Valley. Our upstream carrier, Lumen, is aware of the issue and is actively investigating and working to resolve it.
Preliminary information suggests the outage may have been caused by a construction crew accidentally damaging a major fiber trunk line. Unfortunately, due to the limited number of fiber paths into and out of the Valley, such incidents can have a significant impact on connectivity.
At this time, we are waiting for Lumen to locate the exact point of the fiber break and dispatch repair crews to begin restoration work. Based on a similar incident that occurred a few years ago near Carlos and Harley’s, full repairs may take up to two days. The delay is largely due to the complexity of working with thousands of fiber strands—technicians must carefully identify and repair each affected provider’s line, including Liberty Broadband’s.
We will continue to monitor the situation closely and provide updates as soon as more information becomes available. We appreciate your patience and understanding.
May 28, 15:18 MDT