Update: Sparklight internet coming back up in Quad Cities
Fiber optic cable that Sparklight leases appears to be cut or broken
Updated as of Saturday, November 14, 2020 6:20 PM
6 p.m. update: According to customers contacting the Courier, some Sparklight internet service has been restored in the Quad Cities, such as in Prescott Valley and Dewey.
1:50 p.m. update: According to Sparklight, "Replacement fiber is on site and crews are preparing to begin splicing. We estimate this may not be resolved until late tonight. We understand it frustrating to be without services and apologize for the inconvenience."
Sparklight internet service is currently down for many quad-city area residents as well as customers in Cottonwood, Holbrook, and Show Low.
According to a post on their Twitter page Saturday morning, Nov. 14, the company is working to restore service.
"We are aware of an issue impacting services to customers in the Prescott, Cottonwood, Holbrook, and Show Low areas. Technicians are working diligently to get this resolved and restore services as quickly as possible. We apologize for any inconvenience," Sparklight wrote.
In another post, Sparklight explained that other communities are also impacted by this outage.
"Areas serviced by our Show Low, Prescott & Cottonwood offices include Pinetop, Navajo County, Snowflake, Taylor, Winslow, Holbrook Joseph City, Chino Valley, Ponderosa Park, Dewey, Humboldt, Mayer, Paulden, Cornville, Yavapai County, and Yavapai-Apache-Clarkdale," the company said. "We appreciate your ongoing patience. We will provide updates in the comments of this post as additional information becomes available."
CAUSE OF THE OUTAGE
In an updated post around 9:30 a.m., Sparklight identified the cause of the service disruption as "a fiber cut" and explained that technicians were working "to splice and repair the damaged fiber."
According to their support website, Sparklight, formerly Cable One, explains that the duration of outages can vary.
The cause appears to be a CenturyLink fiber optic cable that Sparklight leases that is cut or broken somewhere between Phoenix and Prescott, and Prescott to Holbrook, Sparklight officials told the Courier Saturday morning.
Customers of CenturyLink may have internet service at home because that system is on copper, not the fiber optic backbone. The same applies to Sparklight television, which also is on copper.
Shortly before 1 p.m. Saturday, Sparklight shared this update: "Crews remain on site and continue to work to splice and repair the damaged fiber and get services restored as quickly as possible. We again thank you for your ongoing patience."
Sparklight provides the following steps to see if there is an outage in your area, or to report a down line or area service interruption:
- If you are a Sparklight customer, please call 1-877-692-2253.
- Enter your phone number or account number.
- If there is a temporary service outage in your area, you will hear an announcement. If you wish to report an outage, please hold the line and a representative will be with you shortly.