Truestream is committed to providing you with the best service possible, but sometimes, outages may occur. These can be planned as we work to improve and upgrade our systems or unplanned due to unforeseen events. Here’s a closer look at both types of outages and what you can expect.
Planned Outages
Our Truestreamers expect the best, and we want to deliver. That means we occasionally need to pland and schedule outages. There are two main reasons for a planned outage.
Equipment Upgrades
Technology is constantly evolving, and our equipment, just like your smartphone or computer, needs periodic updates to ensure it runs efficiently and delivers improved services. These upgrades can take up to 8 hours to complete per node (a point where fiber optic lines are connected from the distribution system to a group of customers), and with 57 nodes (and counting), this process can be quite involved! Currently, we perform these upgrades once a year, though this schedule may change depending on the specifics of each upgrade.
Software Maintenance
From time to time, we discover software bugs that could potentially disrupt your service. We address these bugs proactively to avoid an unplanned outages. While we try to fit these patches into our annual upgrade cycle, sometimes the need is more urgent. Typically, this maintenance can last anywhere from 1 to 4 hours.
Our Standard Maintenance Window
Internet traffic is generally lighter in the middle of the night on weekdays, so our planned maintenance window is weeknights, midnight to 6 AM. This may interrupt our Network Operations staff’s normal routine, but it limits the disruptions to our Truestreamers daily routine as much as possible.
Unplanned Outages
Although they are not frequent, unexpected outages can still happen. Here are some common causes:
Fiber Cuts / Fiber Damage
Our fiber optic cables are designed to be durable but aren’t completely immune to damage. The most common reason for an individual outage is animals chewing on or damaging the fiber line. Weather, accidents, and even intentional vandalism can also cause unplanned outages. The time required for repairs can vary significantly depending on the location and extent of the damage, weather conditions, and the complexity of the repair needed. When this happens, we mobilize our lineworkers, contractors, and splice crews to restore service as quickly as possible.
Equipment/Software Failure
Occasionally, hardware or software issues can result in a service disruption. When this happens, our team immediately begins working 24/7 to restore service and minimize downtime. Depending on the cause, repairs can range from a few minutes to several hours.
Our Commitment to You
No matter the circumstance, we’re dedicated to working as quickly and efficiently as possible to restore your service.
For planned outages, we strive to provide a notice 24 hours (or more!) before the planned outage is scheduled. For unplanned outages, we assess the issue and communicate the details we have. We will also update our Outage Status page as more information comes in from the field.
If you ever experience an interruption in service, call our 24/7 tech support at 888-485-2537 ext. 3.
We appreciate your patience and understanding as we strive to keep your connection reliable and strong.