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Service Interruption Update: What’s Happening and What We're Doing About It

At LUS Fiber, we’re committed to providing the best possible service, and in keeping with our focus on transparency, we want to provide an update on service-related issues some customers may be experiencing.

What’s Going On?

Certain models of ONTs (Optical Network Terminals) are experiencing service disruptions due to a software bug. This issue is causing intermittent outages approximately every 8-12 hours, requiring a reset by our technical support team to restore service.

What We're Doing to Fix It

We’ve identified the root of the issue and are currently testing a new software load to address the problem. On top of that, we’re working closely with the manufacturers’ R&D teams to implement a lasting solution. While this work is ongoing, our team is actively monitoring and resetting the affected ONTs to minimize downtime for our customers.

In the meantime, our technicians are out in the field replacing affected ONTs and handling any necessary tasks to restore your service. We’ll also be working through the weekend to complete as many replacements as possible as quickly as we can.

There is no need to contact us about this specific issue. However, if you experience any other concerns, please reach out, and we’ll be happy to assist.

Understanding the Technical Jargon

We know some of the terms used in this update may sound technical, so here’s a quick explanation of some key terms:

  • ONT (Optical Network Terminal): This device converts fiber-optic signals into data used by your internet, TV, and phone services. It’s an essential piece of equipment for connecting to our fiber network.
  • Software Bug: An error or flaw in a software program that can cause the system to function unexpectedly, like the intermittent outages some customers are experiencing.
  • Intermittent Issues: This means the problem isn’t constant but happens at intervals (in this case, every 8-12 hours).
  • Reset: This involves restarting the ONT to temporarily resolve the service disruption.

We understand how critical reliable service is, and we're working diligently to resolve this issue. Thank you for your patience and understanding as we continue working toward a solution.

If you have any further questions or need assistance with other service-related matters, feel free to contact our support team. We're always here to help.

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