Our Support team has confirmed all customer services have been restored.
Posted Jul 18, 2024 - 07:15 PDT
Monitoring
Our provider has repaired the damaged fiber. We are seeing many of our customer's services restored. We will continue to follow up with confirming all of the impacted customers' cases before completely resolving this event.
If you feel your service is being impacted, please open a case with our technical support teams at www.tpx.com/support/.
Posted Jul 18, 2024 - 06:50 PDT
Update
Our provider's attempt to pull slack in the fiber cable and resplice failed due to a lack of enough slack in the fiber cable to create a splice. They did not want to risk pulling on the cable any further for fear of causing additional outages on still-working fibers within the sheath.
Their team is in the process of placing a new duct between manholes to place a new fiber cable. Barring issues with the duct, the provider will start splicing to cut over as many high-priority circuits as they can tonight. They were unable to provide an ETTR at this time.
If you feel your service is being impacted, please open a case with our technical support teams at www.tpx.com/support/.
Posted Jul 17, 2024 - 16:37 PDT
Update
Our provider has advised the damage is in a high-traffic area for semi trucks and they're working on traffic control. Their splicers are testing fibers on an 864-count fiber cable between manholes on each side of the bridge looking for intact fibers to roll services to.
The provider has a 432-count fiber cable en route with a 1.5+ hour ETA due to traffic. If the replacement fiber cable needs to be installed, they advised extensive conduit work will need to be performed before and after cable installation. The provider's substructure team is on the way with an ETA of an hour to assess.
Posted Jul 17, 2024 - 14:13 PDT
Update
Our provider's fiber construction team is onsite and beginning repairs. They have over 10,000 customers impacted by this fiber cut. They have not provided an estimated time to repair.
If you feel your service is being impacted, please open a case with our technical support teams at www.tpx.com/support/.
Posted Jul 17, 2024 - 10:44 PDT
Update
Our transport provider has located the fiber cut between Hermosa, CA, and Long Beach, CA. They continue to gather resources and materials to repair the damage. They have provided an ETA of 8:30 am to be onsite to start repairs.
If you feel your service is being impacted, please open a case with our technical support teams at www.tpx.com/support/.
Posted Jul 17, 2024 - 06:25 PDT
Identified
Our Provider has dispatched 2 technicians to separate locations to investigate the root cause of the service interruptions. They suspect fiber damage and will be performing fiber light testing from the two locations to narrow the area of the failure.
If you feel your service is being impacted, please open a case with our technical support teams at www.tpx.com/support/.
Posted Jul 16, 2024 - 22:40 PDT
Investigating
We are currently experiencing a Critical service disruption impacting voice and internet services in the general Los Angeles area.
Our Engineering and Operations teams are engaged with our Provider technical support team who have dispatched technicians to investigate issues related to a possible fiber cable outage.
If you feel your service is being impacted, please open a case with our technical support teams at www.tpx.com/support/.
Posted Jul 16, 2024 - 20:49 PDT
This incident affected: Network Infrastructure (Ethernet Carrier Connections).