Our apologies; let us make it up to you

Our apologies; let us make it up to you


We’d like to provide an explanation of the video outage that occurred on Monday, Sept. 8, and offer a sincere apology for the service interruption. We strive every day to prevent events such as this, and it pains us to have interrupted your video service.

To help you understand the outage, we’d like to provide background on what occurred. All video services became unavailable at 3 a.m. and did not fully return until Monday night. The outage began when a video router experienced multiple failures after a maintenance power reboot. This particular router is designed for redundancy, and spare critical components are kept in Bend. The failure was too extensive to recover with on-site spares, so standby equipment was racked, cabled, and programmed to recover service. Now that we have fully recovered from the outage, we turn our focus to preventing this type of service loss in the future.

We understand that the duration of the outage may have caused you frustration and disappointment. We regret that we could not restore services sooner. In an effort to make amends and show you we value your patronage, we would like to offer you a free movie credit. To claim your credit, simply order a Video on Demand movie between the dates of Sept. 15 and November 30, 2014 and we will credit your account for one movie valued up to $5.99.

Thank you for your understanding and continued support.


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