Resolve fiber outage caused by construction damage

draft · network fiberoutage

Generated by docuprocessor (prompt article/v3) · 2026-04-22 11:47

Source thread

thread_id: spaces/AAAA05BdS6s/threads/755DBPIfM-A · 6 msgs · first 2024-10-21 · participants: Tech ATech B

Tech A 2024-10-21 12:50

Hey guys, is anyone familiar with DR's boyd office? Their internet is down. I'm seeing at the pictures that they have 3/4 modems there... They told me that they were under construction on saturday, so they are suspecting that a cable has been cut of

image/png image.png

**Visible Equipment and Labels:** - **NEC** rack-mounted unit visible on the upper shelf (model label partially readable as "NEC") - **WatchGuard** (red unit, lower shelf center) — logo and branding clearly visible; appears to be a Firebox-series appliance - **Patch panel** visible upper right with numerous gray/yellow Cat cables in disarray; no port labels legible at this resolution - **Network switch** (black, upper right) with visible indicator LEDs, though individual light states are not resolvable at this resolution **Physical Configuration Notes:** - Cable management is absent — multiple cable bundles looped and unsecured across the upper shelf - Pink sticky notes attached to shelf edges on left and right sides; text not legible at this resolution - White lab coats hanging on both left and right clothing rods, sharing the enclosure with active network equipment - A yellow Duracell flashlight is resting on the upper left shelf - Lower center shelf contains stacked black devices (possibly modems or media converters) and a white wire rack organizer **No visible error codes, numeric readouts, or clearly readable indicator light states are discernible at this resolution.**

Tech A 2024-10-21 12:51

I already asked them to restart the modem, but not sure why they have 3, and we are trying to restart the switches / fw now just in case

Tech B 2024-10-21 12:53

📧 Hi Dr. Alvin T., We’ve dispatched a team to further investigate the source of the outage impacting your service below. Their ETA to your location is 20 minutes. Please expect a call from them upon arrival. If you have any questions, please reach us at support@pilotfiber.com.

Tech A 2024-10-21 12:54

Thanks albert

Tech B 2024-10-21 15:10

so construction was the cause as per PILOT: "The outage was caused from a third party working in a shared area of the building. Their work severed our fiber cable which required us to replace it and connect the new fiber back to our network."

Tech A 2024-10-21 15:11

Thanks for the heads up! I called them few minutes ago to check how it was going

---
title: "Resolve fiber outage caused by construction damage"
category: network
tags: ["fiber", "outage"]
source_thread_id: "spaces/AAAA05BdS6s/threads/755DBPIfM-A"
source_space: "spaces/AAAA05BdS6s"
generated_at: "2026-04-22T11:47:59"
participants: ["Tech A", "Tech B"]
---

# Resolve fiber outage caused by construction damage

## Problem
A dental office experienced complete internet outage following construction work on Saturday. The office had multiple modems/devices visible in their network rack, and initial troubleshooting suggested a possible severed cable due to the timing with construction activities. Standard modem restart procedures did not restore connectivity.

## Resolution
1. Contact the fiber ISP (Pilot Fiber) to report the outage and suspected construction damage
2. Request dispatch of field technicians to investigate the physical fiber infrastructure
3. Allow ISP technicians to assess and replace any damaged fiber cables
4. Wait for ISP to reconnect the new fiber to their network infrastructure

In this case, the ISP confirmed that third-party construction work in a shared building area had severed the fiber cable, requiring complete cable replacement and network reconnection.

## References
- Source discussion: `spaces/AAAA05BdS6s/threads/755DBPIfM-A`
- Attachments: - ![image.png](../attachments/755DBPIfM-A.755DBPIfM-A/image.png) — **Visible Equipment and Labels:**
- **NEC** rack-mounted unit visible on the upper shelf (model label partially readable as "NEC")
- **WatchGuard** (red unit, lower shelf center) — logo and branding clearly visible; appears to be a Firebox-series appliance
- **Patch panel** visible upper right with numerous gray/yellow Cat cables in disarray; no port labels legible at this resolution
- **Network switch** (black, upper right) with visible indicator LEDs, though individual light states are not resolvable at this resolution

**Physical Configuration Notes:**
- Cable management is absent — multiple cable bundles looped and unsecured across the upper shelf
- Pink sticky notes attached to shelf edges on left and right sides; text not legible at this resolution
- White lab coats hanging on both left and right clothing rods, sharing the enclosure with active network equipment
- A yellow Duracell flashlight is resting on the upper left shelf
- Lower center shelf contains stacked black devices (possibly modems or media converters) and a white wire rack organizer

**No visible error codes, numeric readouts, or clearly readable indicator light states are discernible at this resolution.**

Generated article

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