Support Board

*** CASCADED EXTERNAL NOTES 2026-07-11 03:11:45 GMT From CASE: 34869310 - Event
Event Conclusion Summary:

Start Time: July 09, 2026, 12:36 GMT
Stop Time: July 11, 2026, 01:49 GMT

Root Cause: A fiber cut on a local provider's network in Broadview, IL impacted client services.

Fix Action: The affected fiber was successfully repaired, thus clearing all service affecting alarms.

This service impact has been resolved. Lumen Network Operations Center (NOC) management will be reviewing this outage for any additional analysis or discovery. In some cases, you may need to reset your services locally at your equipment. If a service issue continues after that reset, please contact the Lumen Repair Center for help.

If you have a trouble ticket associated with this network event, you do not need to open a separate Reason for Outage (RFO) ticket to request formal documentation. When final analysis is completed, all customers associated with this event will receive a formal RFO document via email from the Lumen RFO Team. Please allow 3-5 business days to process this request.

A satisfaction survey link may also be available. Our goal is to provide updates with the most current information during a service disruption, so please let us know if those updates worked for you this time around.

10 Jul 2026 11:04 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-11 03:04:53 GMT From CASE: 34869310 - Event
The NOC has advised that all service affecting alarms have cleared. As such, a final notification will be provided momentarily.

10 Jul 2026 10:09 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-11 02:09:24 GMT From CASE: 34869310 - Event
The local provider has reported that the affected cable was positioned and all splicing has been completed. Investigation is now underway to determine if all service affecting alarms have cleared. Upon confirmation, a final notification will be provided.

10 Jul 2026 6:04 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 22:04:12 GMT From CASE: 34869310 - Event
The local provider has confirmed that fiber repair crews are preparing to install approximately 4,400 feet of new cable, extending from the eastern splice point past the temporary splice completed last night and continuing to a new location beyond the damaged section. Initial findings indicate the existing cable was under excessive tension within a downstream handhole, resulting in a bend that impacted the fiber integrity. Construction crews are currently onsite with materials in hand, and the cable placement is expected to take approximately four hours to complete. While a firm arrival time for the splicing team has not yet been established, they are expected to mobilize promptly once the new cable installation is finished to expedite restoration efforts.

10 Jul 2026 2:56 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 18:56:22 GMT From CASE: 34869310 - Event
The local provider has advised that additional remediation efforts are required to address the ongoing high-loss condition impacting the affected service. Based on their latest assessment, a larger section of the damaged cable must be replaced, as the previously installed segment was not extensive enough to fully eliminate the impairment. While splice validations have indicated that the completed splice work is performing as expected and is not believed to be contributing to the issue, the provider currently does not have repair personnel onsite or the necessary cable materials available to proceed with the next phase of restoration efforts.

At this time, the local provider has not provided an estimated time for the arrival of resources or an estimated time of restoration. Efforts are underway to secure the required cable and coordinate field resources so replacement activities can resume as quickly as possible. Lumen continues to actively engage the provider for updates and escalation support, and additional information will be shared as soon as it becomes available.

10 Jul 2026 2:00 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 18:00:01 GMT From CASE: 34869310 - Event
The Lumen technician remains onsite awaiting a response from the local provider. In addition, the Lumen NOC has placed multiple escalations with the local provider to obtain an estimated time of arrival.

10 Jul 2026 1:01 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 17:01:19 GMT From CASE: 34869310 - Event
The Lumen technician engaged the local provider to obtain an estimated time the repair crew will return to the site. In addition, the Lumen technician will remain onsite til the local providers repair crews arrive.

The local provider has confirmed that fiber repair crews are preparing to install approximately 4,400 feet of new cable, extending from the eastern splice point past the temporary splice completed last night and continuing to a new location beyond the damaged section. Initial findings indicate the existing cable was under excessive tension within a downstream handhole, resulting in a bend that impacted the fiber integrity.

the provider currently does not have repair personnel onsite or the necessary cable materials available to proceed with the next phase of restoration efforts.