Winter weather

The storms hitting California this month are predictably creating infrastructure challenges — though at a level we haven’t seen for many years.  High winds bring down trees (and power/telephone lines with them), heavy rains soak equipment (causing electrical shorts through poorly maintained weatherproofing), and massive flooding creates mobility and accessibility problems.

We’ve been informed by AT&T that they are in a statewide state of emergency, and are dispatching technicians to address known problems on an as-available basis.  What this means is that if your telephone line is down, or if your DSL service is suffering problems caused by line-related issues, in some cases they are not even providing ETRs (Estimated Time of Repair), or if they are, the repair date is multiple weeks out.  They are also refusing to accept any escalation requests for repairs unless the lack of service creates a medical emergency.

If your DSL service is having problems, you may be in for a  long period of downtime.

Note that if a weather-related outage disrupts BOTH your Spiral DSL AND your AT&T phone line, contact AT&T’s 24-hour support at 1-800-288-2020 and report the telephone issue; in almost all cases, this will result in the fastest possible repair of both services as they address the physical damage.  (Spiral can report DSL issues for dispatch of a DSL technician, but if the damage affects telephone service as well, often they will need to leave and reschedule the repair with a wiring technician.)

If your telephone service is working well and your Internet is down, give our office a call at (530) 478-9822 and we can help you diagnose the issue — DSL equipment can also be sensitive to power outages, and we can help you solve internal equipment problems on a MUCH shorter timeline.

For those of us whose service is still working, the best thing to do is hunker down and wait out the storms, but give us a call if anything needs improvement and we’ll work with you to see what can be done.

About Bax

I’m the Technical Support Director for Spiral Internet. You can reach me during business hours at (530) 478-9822, Ext. 1. I’m happy to answer your questions!

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