WebBand Blog

On Thursday June 19th around 3pm, we began getting calls from a few dial-up customers who could not connect. We noticed that each customer had a “clicking” sound on their line that they could not hear. When the problem was isolated to a specific area – west of Division and in Airway Heights and Cheney – we decided to run tests on our phone lines. After coming up negative, we contacted XO Communications (our telecommunications provider) and had them run diagnostics as well. By the end of the evening, we had determined that the issue was on the Qwest end.

So we contacted Qwest and asked them to look into it. They continued to drag their feet throughout Friday and over the weekend. During this time, we received word from you, our faithful customers that your dial-up service continued to fail. To help us speed the process along, we asked that you contact Qwest directly, and in doing so, grab their attention and hopefully promote a fix to this problem.

We finally got their attention Monday afternoon. By 5pm, we were working again.

Since then, we’ve been trying to get Qwest to give us an explanation of what went wrong, but we have received no word from them. Our best guess is that they were doing some work in the “central offices” in these areas and this work affected the service. Your phone worked, although anyone you called would have heard the “clicking”. This “clicking” or “noise” is what caused your modem to disconnect and keep you off the Internet.

First of all, we apologize for the down time. If we could have done anything to make it shorter or to keep it from happening, we would have done so. Second, thank you for being patient with us. Thank you for believing us when we told you that it was on the Qwest side and out of our hands. We’ve never knowingly misled our customers and didn’t start this week!

Thanks again for your trust in WebBand; we really appreciate it. Please let us know if we can do anything else for you.