Pond Island:--- TelEm Group has apologized to internet customers for an interruption in bandwidth services early Wednesday morning.
Engineers and technicians were upgrading the fiber network during the early hours of Wednesday to provide additional bandwidth capacity when they experienced problems with some new routing links. As a result, some 50% of customers on the fiber network were left without internet service.
After some intensive troubleshooting, the problem was traced to a particular part of the fiber network that could not be corrected automatically, leading to manual intervention by the company’s ISP team to get routing systems back online.
“We are speaking with vendors and contractors familiar with the affected equipment to determine precisely what happened. Right now, all credit to the ISP team who worked throughout to restore internet service as quickly as possible after the early morning interruption,” said Chief Technical Officer (CTO), Mr. Elder Louisa.
Mr. Louisa said the alarms were first raised at 3:00 am Wednesday and the system was fully restored by noon on the same day with manual input from the IPS team.
According to Mr. Louisa, customers had been complaining about the performance of the fiber network and loss of bandwidth in recent weeks with the network operating at near capacity.
“Demand for bandwidth continues to grow as more and more properties connect to our fiber network. Sooner, rather than later, we had to have this upgrade to provide additional capacity and safeguard against tying up of the network due to congestion. Unfortunately, it took longer to get back online than we anticipated and we apologize to everyone affected by the interruption in internet service Wednesday,” said Mr. Louisa.
