We want to inform our valued customers about a service disruption that is currently affecting 1,632 Foothills subscribers. The issue stems from a malfunction in a specific model of Optical Network Terminal (ONT), a critical piece of equipment we have installed outside your home or business. The ONT connects your property to our fiber optic network, allowing us to provide internet, phone, and other services. Unfortunately, this specific model of ONT is causing temporary outages that could disrupt your service for periods of up to 30 minutes. These outages may occur 1-3 times per day.
While we understand how frustrating this can be, especially for customers who rely on uninterrupted service for work, school, or medical purposes, we are working diligently to address the problem as swiftly as possible.
Understanding the ONT and the Issue at Hand
The Optical Network Terminal (ONT) is a small device typically mounted outside your property that allows our network to connect to your home or business. It is essential to maintaining your connection to the high-speed internet and other services provided by Foothills. Unfortunately, a particular model of ONT has begun to experience intermittent malfunctions, leading to brief service outages.
These interruptions can occur without warning and, while each may last no more than 30 minutes, the recurrence of outages 1-3 times a day can be disruptive. We know that reliable service is crucial, and we apologize for any inconvenience this issue may be causing.
No Software Fix Available – But We’re Taking Immediate Action
One of the more challenging aspects of this situation is that there is no available software fix to address the malfunction of this specific ONT model. This means that standard troubleshooting methods, such as resetting your modem or ONT, will not provide a long-term solution.
Foothills.net has explored every possible option, but the only effective way to resolve this issue is to physically replace the faulty ONTs with a different model. We understand that this may sound like a lengthy process, but rest assured that we have already started working on the replacements.
What We’re Doing to Resolve the Issue
We want to assure you that we are making this issue a top priority. We have already identified the 1,632 customers affected by the faulty ONTs, and we are actively dispatching technicians to perform the necessary replacements. Our goal is to minimize any further disruption to your service and to restore full functionality as quickly as possible.
We appreciate your patience and cooperation during this time. Our technicians are working as quickly as possible to replace the faulty ONTs, but given the number of subscribers affected, this process may take some time. We encourage you to remain patient as we work through these replacements, and we will continue to provide updates on the progress we are making.
Immediate Assistance for Critical Needs
We recognize that some of our customers may have urgent needs for uninterrupted service, especially those with medical conditions or individuals who rely on a stable internet connection for remote work. If you fall into one of these categories and require immediate assistance, we encourage you to contact our support team directly at 606-297-3501.
By informing us of your specific situation, we will do our best to prioritize your replacement to ensure that your service remains as stable as possible. Your safety and well-being are our top priority, and we are committed to supporting you during this temporary disruption.
Thank You for Your Understanding
At Foothills, we value the trust you place in us to deliver reliable services to your home or business. We are fully aware that any disruption to your service can be inconvenient, and we apologize for the difficulties this situation may have caused.
We thank you for your patience and understanding as we work through this issue. Please know that our team is fully dedicated to resolving the problem as swiftly and efficiently as possible. Our customers are the heart of our business, and we are committed to restoring your service to the high standards you expect from us.
Should you have any further questions or concerns, feel free to reach out to our customer service department at 606-297-3501. We are here to help in any way we can, and we will continue to keep you informed about the progress of the ONT replacements.
Thank you once again for your understanding, and we look forward to restoring your uninterrupted service soon.
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