Support Board

Most Probable Root Cause

There is an active network issue on our end that is currently affecting your internet service, and our technical teams are already working to resolve it. Network Event ticket number 34869310 is open and being actively worked by Lumen engineers — no start/stop times are currently available in the provided data.

Recommended Next Actions

No action is required on your end at this time — an active network issue has been identified on our side and Lumen engineers are already working on a resolution under ticket 34869310.

2026-07-09 13:36:24 GMT - The Network Implementation Engineer (NI) is analyzing the light level test results.

2026-07-09 13:31:00 GMT - A fiber failure has been identified and Field Operations has been dispatched to both sides of the fiber span to light level test the fiber and isolate the failure.

2026-07-09 12:50:40 GMT - On July 09, 2026 at 12:33 GMT, Lumen discovered a service impact in Broadview, IL. Your customer trouble ticket has been related to a network event, all network events are automatically escalated to Lumen leadership.

The Network Operations Center (NOC) is investigating to determine the cause. Please be advised that live updates for this event will be relayed at a minimum of hourly unless otherwise stated or as relevant details evolve.

2026-07-09 19:44:16 GMT - The underground crew is onsite performing trenching operations. Assessment efforts have identified damage to the duct system. Once the damaged ducts are excavated and fully exposed, a detailed evaluation can be completed to determine the extent of fiber damage and identify all required repairs and replacements.

2026-07-09 18:59:03 GMT - Construction teams are en route; however, an estimted time of arrival is not yet available.

2026-07-09 17:49:43 GMT - Construction crews are en route to the failure site and expected to arrive shortly. Upon arrival, they will excavate a 500-foot trench to access the damaged fiber cable. Once the trench is completed, crews will expose the cable and conduct a full assessment to determine the extent of the damage and the repairs required to restore service.

2026-07-09 17:01:54 GMT - The third-party provider has successfully pinpointed the damage and is currently assessing its extent to determine the scope of repairs required.

2026-07-09 16:09:54 GMT - Lumen test results have been provided to the third-party provider to support their isolation efforts. Based on those results, the failure has been further isolated to an area near a major highway. The third-party provider has engaged repair teams, which are now en route to the identified location.

2026-07-09 15:29:21 GMT - The fiber failure has been found to be on a 60-count fiber cable, on a third-party provider's network. The Third party provider is being engaged to assist with investigations.

2026-07-09 14:25:38 GMT - Field Operations has completed light level testing from both sides of the fiber span, and the test results have been forwarded to the NI for analysis.

2026-07-09 13:36:24 GMT - The Network Implementation Engineer (NI) is analyzing the light level test results.

2026-07-09 13:31:00 GMT - A fiber failure has been identified and Field Operations has been dispatched to both sides of the fiber span to light level test the fiber and isolate the failure.

2026-07-09 12:50:40 GMT - On July 09, 2026 at 12:33 GMT, Lumen discovered a service impact in Broadview, IL. Your customer trouble ticket has been related to a network event, all network events are automatically escalated to Lumen leadership.

The Network Operations Center (NOC) is investigating to determine the cause. Please be advised that live updates for this event will be relayed at a minimum of hourly unless otherwise stated or as relevant details evolve.

10 Jul 2026 12:41 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 04:41:26 GMT Ramirez From CASE: 34869310 - Event
The Lumen NOC remains actively engaged with the local provider and is working to obtain the latest status of restoration efforts. Coordination between all parties is ongoing to monitor progress and identify any developments that may impact the restoration timeline. Additional updates will be provided as soon as new information becomes available.

09 Jul 2026 11:04 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 03:04:48 GMT Ramirez From CASE: 34869310 - Event
The local provider has advised that technicians are preparing to begin splicing work on the first cable. At this time, Lumen services are carried on the second cable, which has not yet been pulled into place and is therefore not ready for splicing activities. Restoration efforts remain dependent on the completion of cable placement and subsequent splicing work on the second cable. Additional updates will be provided as progress continues and new information becomes available.

09 Jul 2026 10:15 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 02:15:04 GMT Ramirez From CASE: 34869310 - Event
The Lumen NOC remains actively engaged with the local provider and continues to work toward obtaining the latest update on restoration efforts. In parallel, the Lumen NOC has escalated the issue to the local provider's management team to help expedite repair activities and accelerate the restoration of affected services. Coordination between all parties remains ongoing, and additional updates will be provided as new information becomes available.

09 Jul 2026 9:01 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 01:01:37 GMT Ramirez From CASE: 34869310 - Event
Technicians are currently working to repair the damaged conduits in preparation for cable restoration activities. Based on the progress made thus far, the current estimate is that cable splicing operations may begin within the next two to three hours. Restoration efforts remain ongoing, and additional updates will be provided as work progresses and more definitive timelines become available.

09 Jul 2026 8:54 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 00:54:11 GMT From CASE: 34869310 - Event
The NOC remains actively engaged with field teams to obtain the latest excavation status and collect detailed progress updates.

09 Jul 2026 7:41 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-09 23:40:57 GMT From CASE: 34869310 - Event
The NOC is actively coordinating with field teams to obtain the latest excavation status and gather additional details on repair progress. Ongoing updates from the field will support continued restoration efforts and fault isolation.

09 Jul 2026 6:26 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-09 22:26:45 GMT From CASE: 34869310 - Event
Field teams continue excavation efforts to expose the conduit and enable further assessment of the affected area. The NOC remains actively engaged with the field team and is gathering additional details on repair progress and restoration activities.

09 Jul 2026 5:13 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-09 21:13:29 GMT From CASE: 34869310 - Event
The NOC has been advised that the repair team remains onsite and is continuing excavation activities to expose the conduit. Assessment efforts are underway to fully evaluate the damage and determine the scope of repairs. An estimated timeframe for repair completion will be provided once assessment activities are complete.

09 Jul 2026 4:49 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-09 20:49:22 GMT From CASE: 34869310 - Event
The NOC is coordinating with the field for updates on trenching and duct damage.

09 Jul 2026 3:44 p.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-09 19:44:16 GMT From CASE: 34869310 - Event
The underground crew is onsite performing trenching operations. Assessment efforts have identified damage to the duct system. Once the damaged ducts are excavated and fully exposed, a detailed evaluation can be completed to determine the extent of fiber damage and identify all required repairs and replacements.

2026-07-10 04:49:50 GMT - The local provider has advised that conduit repairs have been completed and the first replacement cable has been successfully installed. Installation of the remaining cables remains in progress, while splicing resources are preparing to begin splicing operations on the first cable shortly. These developments represent a significant milestone in the restoration effort and will allow repair activities to advance to the next phase.

The provider has also reported that a thunderstorm has developed in the area. Although crews continue to work at this time, deteriorating weather conditions may impact the pace of restoration activities and could introduce delays if the storm intensifies.

Based on the current scope of work remaining, the local provider's best estimate is approximately 6 to 8 hours until all affected services have been fully restored. Lumen remains engaged with the provider and will continue to monitor progress closely, providing additional updates as new information becomes available.

2026-07-10 04:41:26 GMT - The Lumen NOC remains actively engaged with the local provider and is working to obtain the latest status of restoration efforts. Coordination between all parties is ongoing to monitor progress and identify any developments that may impact the restoration timeline. Additional updates will be provided as soon as new information becomes available.

10 Jul 2026 2:27 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 06:27:30 GMT Ramirez From CASE: 34869310 - Event
The local provider has confirmed that the second cable has now been successfully installed, marking a significant milestone in the restoration effort. With both cables in place and splicing operations on the first cable progressing well, technicians now have greater visibility into the remaining work required to restore services.

Based on the latest assessment from the field, the provider has refined its estimated restoration timeline and currently anticipates completing all required splicing activities and restoring affected services within approximately 3 to 4 hours. Lumen remains actively engaged with the provider and will continue to monitor progress closely, providing additional updates as new information becomes available.

10 Jul 2026 9:29 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 13:29:56 GMT From CASE: 34869310 - Event
The Lumen NOC is reporting during validation efforts remaining alarms were identified. The Lumen NOC is currently attempting to engage the local provider to continue repair efforts on the affected span.

10 Jul 2026 8:38 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 12:38:38 GMT From CASE: 34869310 - Event
The team continues to perform thorough tests to confirm that the service is fully operational and reliable. Once confirmed, a final notification will be provided.

10 Jul 2026 7:55 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 11:55:03 GMT From CASE: 34869310 - Event
Splicing operations have now been successfully completed, restoring services to a stable and operational state. Validation efforts are currently underway to ensure the stability and integrity of the restored connection. The team is performing thorough tests to confirm that the service is fully operational and reliable. A final notification will be issued upon confirmation.

10 Jul 2026 6:05 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 10:04:54 GMT Ramirez From CASE: 34869310 - Event
The local provider has advised that splicing operations on the second cable began just over an hour ago and continue to progress as planned. Crews have reported steady progress and currently anticipate completing the remaining splicing activities within the next hour.

The Lumen NOC remains actively engaged and is monitoring service-affecting alarms for clearance as restoration work advances. Once splicing is completed, validation testing and service verification activities will be performed to confirm full restoration. Additional updates will be provided as new information becomes available.

10 Jul 2026 4:21 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 08:21:27 GMT Ramirez From CASE: 34869310 - Event
Restoration efforts continue to progress as planned, with field crews advancing through the repair and splicing activities required to restore affected services. The Lumen NOC remains actively engaged throughout the restoration process and is closely monitoring service-affecting alarms for signs of recovery and clearance.

10 Jul 2026 11:34 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 15:34:36 GMT From CASE: 34869310 - Event
The NOC is engaging the local provider to obtain information regarding repair and isolation efforts.

10 Jul 2026 10:37 a.m. EDT

*** CASCADED EXTERNAL NOTES 2026-07-10 14:37:15 GMT From CASE: 34869310 - Event
The Lumen technician traveled to the site and is advising the splice crews are not onsite. Efforts to engage the local provider remain ongoing at this time.

*** 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.