FiberNET Network Maintenance

We will be performing essential maintenance on our network starting at 12:01 AM Tuesday March 21, 2017, 12:01 AM Wednesday March 22, and Friday March 24, 12:01 AM . The maintenance window(s) will be used to upgrade our core routing infrastructure. Periods of downtime are expected throughout the window. Customers with hosted virtual servers may see an interruption as well.

The maintenance will begin at 12:01 AM on the dates outlined above and should be complete by 6:00 AM each morning. Periodic outages will occur with a potential for extended periods of outage during this timeframe. The maintenance window should be fully complete and closed by 6:00 AM of each day mentioned. This will potentially affect all internet, video, and phone customers. Please note, we will make every effort to minimize any and all interruptions.

If you have a failover internet circuit available, you may wish to insure it is operating properly and ready for use should you need it. 

We appreciate your understanding in this matter and thank you for patience!


Affected Services

Internet/Phone/Video

Date: March 21, 2017

Start: 00:01 AM

End Date: March 21, 2017

End: 6:00 AM

 

Internet/Phone/Video

Date: March 22, 2017

Start: 00:01 AM

End Date: March 22, 2017

End: 6:00 AM

 

Internet/Phone/Video

Date: March 24, 2017

Start: 00:01 AM

End Date: March 24, 2017

End: 6:00 AM

 

   *   Install new control cards in core routers (Mar 21,22)

   *   Install updated firmware and software revisions (Mar 21,22)

   *   Install new high density uplink port cards (Mar 21,22)

   *   Configure new modules and test new configurations (Mar 24)

  

Potential Customer Issues and/or resolution of issues

    * Temporary interruption of internet, phone services, and video

    * Customer VPNs could be rerouted causing a VPN to appear to remain up when it is technically a broken path. Restarting the VPN should resolve the issue.

 

How to notify us that you are experiencing issues related to this maintenance

1.     If your internet is not working after 6:15 AM, please call our Technical Support Group at 423-586-4121. <- This is the preferred method for contacting us regarding service issues.

2.     This option is provided as an alternative method of contact and should only be used during events where use of this email address has been provided. The account is not monitored during normal hours of operation and using it outside of the listed times as shown in this email may prevent troubleshooting and or restoring of your service in the event of an outage. .

If your internet is not working between 6:15 AM and 8:00 AM, you may send an *email to oncall_tsr@musfiber.com with “INTERNET DOWN” in the subject. It must be in all capital letters otherwise it will be discarded as SPAM. Please note, this email will go into a pool and may take longer than a direct call to our Technical Support Group at 423-586-4121.

a.     In the email message body, a call back number for someone on site, at the affected location, that can either provide access or testing/verification of the service.

b.     In the email message body, please include at least one of the following.

·  Account Number

·  Circuit Number

·  Account Name

·  Address of the issue

 

*If your site has issues after the upgrade, you may have to send an email via cell phone or some other method if you do not have an internet connection.

If you are receiving this email on your smart phone, you may click these links with a prefilled subject to start the notification process you must however provide the additional details in the email body as shown above. This email is only good during this maintenance window and for internet down situations. All other issues should be directed to 423-586-4121. Click here to report your internet service is still down
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