When other companies cut your fiber line (and what we’re doing about it)

In a few of our cities, there’s been an increase of small-scale outages over the past few months. 

The vast majority have been caused by cuts to the fiber lines of Ting customers by another ISP’s network being built in the same area.

This is extremely frustrating– for our customers and for us. We pride ourselves on delivering a reliable network and great customer service. These cuts have created serious issues for customers, increased the number of calls to our care team (and our hold times) and kept our repair team busy nearly 24/7. 

We expected that they would take every precaution to keep people  connected to critical infrastructure and keep everyone safe. We’ve never experienced anything like this in over 10 years of providing fiber Internet.

We have reached out to these companies, both for a change in process and for support in getting our network back online when cuts do occur. So far, they have not taken any action to make this right. 

We’re doing everything we can to prevent more damage, but we’re also prepared to act quickly if additional damage occurs. We’ve already spent hundreds of thousands of dollars fixing cuts from construction on competing networks— without any support from the companies causing them. 

How we’re responding

Short of digging the holes for them, we’re doing everything we can to protect your service. Here’s how we’re taking action:

• 24/7 Repairs: Our crews are working around the clock to fix cuts as soon as they happen. We have been able to repair most outages affecting many homes in under 4 hours.
  
  
• Monitoring: We’ve increased local network monitoring to spot problems faster.
  
  
• Accountability: We mark our fiber lines clearly before any digging starts, following local Safe Dig Laws. We’re actively reaching out to local governments and the companies to put a stop to this pattern of cuts.

We know that account credits don’t make up for lost service. But you shouldn’t have to pay for service you didn’t get.

 If you’ve been impacted, you may see a credit on your bill or receive some other support. We’ll inform you via the email address associated with your account.

Internet customers deserve better

We know outages are frustrating. The Internet is part of your daily life, from work calls to streaming shows. We’re fighting to protect your connection and make ISPs do business fairly. 

You can always check current uptimes at Ting’s network status page. (Unlike other companies, we include every single issue, not just pick and choose which outages we report and bury the rest in fine print.)

Thanks for your patience while we tackle this.