For the past few days, many homes and businesses in the greater Redmond area have been without phone, Internet, and television service after a construction crew working on a stormwater treatment project sliced through fiber and copper lines belonging to Frontier Communications when they dug in the wrong place. The damage caused was appraised by Frontier technicians to be very bad, and ever since Saturday morning, they’ve been working round the clock on a fix.
Service in many parts of Redmond and beyond have been restored, but there are still places where the outage continues, including the Thinkspace coworking community in downtown Redmond, which NPI belongs to.
Frontier, at the urging of NPI and other customers, has set up a portal to provide information about the outage and the status of repairs. Additionally, Frontier is hosting a community meeting to share information with its customers:
Frontier Services were impacted in Redmond, WA beginning Saturday, 9⁄20 when an outside construction crew cut through fiber and copper cables at 15802 Bear Creek Parkway, at the corner of Bear Creek Parkway and Redmond Way. Frontier crews were onsite throughout the weekend [and] are working around the clock to restore services.
Full 911 voice services were restored by Sunday morning, and all FiOS services were restored 9⁄24.
Frontier will be hosting a community meeting today at 6:30 PM in the Auditorium of the Redmond Community Center located at 16600 NE 80th Street Redmond, WA. There is an informal Q&A from 3:30 to 6:30 PM, with the formal presentation starting at 6:30 PM.
Frontier announced a short time ago that it has restored FiOS service to all affected customers. FiOS is Frontier’s premier fiber to the premises (FTTP) offering, inherited from Verizon, which offers much faster speeds than DSL.
The repairs necessary to bring Frontier’s network back online have affected the city’s stormwater treatment project. The city announced yesterday that the work previously scheduled to take place this weekend had been canceled:
As the City of Redmond continues to work with Frontier to restore service, the closure of Redmond Way previously scheduled for this weekend, Sep. 26–29 will not take place until a later date, but significant weekday impacts through Sep. 29 will continue.
Construction of the Redmond Way Stormwater Treatment Facility project is underway with pipe installation and pavement repair. Visit www.redmond.gov and register to receive traffic alerts.
Detour signage is in place directing motorist to alternate routes. Access to local businesses and residents will be maintained.
Construction is weather dependent and closures or evening work may extend beyond current closure notices. Public notifications will be updated if changes occur.
According to Frontier, the prolonged downtime stemmed from the nature of the damage to its lines. From what we’ve heard, the fiber and copper cables weren’t just cut, they were pulled and ripped up, causing damage to the lines in other places. No wonder the repair job is taking a long time.
We’d still like to see Frontier reach out to its affected customers by email, which they haven’t done. Posting notifications on Twitter and redmond.gov isn’t enough. Frontier needs to be more proactive in managing this crisis, even though they didn’t cause it. The City, meanwhile, needs to undertake a full investigation to find out how this happened and how we can prevent it from occurring again.