In the last ten days, Pioneer has had two service-impacting outages. I am sorry. Any outage is one too many. Internet connectivity and reliability are at the forefront of our values as a broadband service provider. This recent level of service is unacceptable. We need to do better.
Last week we received notification that our Internet backbone provider was going to conduct an emergency fiber cable rearrangement today, Monday, 8/01/22 around 9:00 AM in the Salem area. This impacts our Internet connection north to the Pittock building in Portland.
The rearrangement was necessitated by work being done by ODOT and had to be completed at this time as ODOT drives that scheduling.
As a proactive measure to ensure continued connectivity for our members, we tested routing all Internet traffic using our geographically redundant Internet route to San Jose last night. This test was successful and we experienced no issues. This morning around 8:30 AM, we began routing our Internet traffic through the southern connection to San Jose anticipating the fiber cable rearrangement that was to begin at about 9:00 AM. Unfortunately, after approximately 90 minutes, issues started to appear on the rerouted connection which caused an outage lasting about one hour.
I know we have let you down and have failed to provide you with the service you deserve, and we expect to deliver. I realize that an apology doesn’t make up for the impacts that losing Internet connectivity has on you, regardless of its duration. We take network reliability seriously. We are analyzing every element of our network to identify the root causes of these events and how they can be prevented in the future. As we learn more, we will share the results of the investigation and the changes that will be implemented.
We have been connecting our communities for over 72 years. Our member-owner customers are the heart of Pioneer Connect and we exist to serve you. Our employees live and work in the communities we serve. We love our communities and are honored to be able to support them in so many ways. Again, I am sorry for these recent events. We take pride in serving you and will continue to work to earn your trust each and every day.
In the meantime, please reach out if you have any other questions.