90% of WOW customers are 'fully functional' after days-long service outage
EVANSVILLE, Ind. — Nearly 90%, of Astound Broadband — formerly WOW! — customers in Evansville should have their internet back as of Monday morning, according to a series of tweets from the telecommunications company over the weekend.
The disruption affected several Evansville businesses and residential customers, many of whom were without internet for a stretch of days that started last Wednesday and continued through the weekend. Some restaurants were unable to take carryout orders and reservations on a busy weekend that featured Mother's Day and local graduations.
Approx. 90% of former WOW! customers are fully functional. The root cause of this issue was a server that failed to authorize service to certain customer devices. Service has been restored to over half of those originally impacted. We’ll provide updates as progress continues.
— Astound powered by RCN (@RCNconnects) May 7, 2022
A customer-service representative with Astound said the service disruption outages hit "thousands" of customers in Indiana. It came as Astound migrated WOW's databases into the new company's systems.
More on WOW: Some Evansville businesses back online after days of internet, phone disruptions
WOW! customers still without service as of Monday are being directed to reach out to Astound's customer support, either through its website or through a private message on Twitter.
A few customers had luck getting their service restored after doing the latter.
We are FINALLY back online after sending a direct message to @RCNconnects and them sending a signal to our equipment. Speeds are good too.
— Jeff Patterson (@jeffpat) May 8, 2022
A few affected businesses saw full- or partial- service restoration over the weekend.
John Voliva, co-owner of Hook's Apothecary in Evansville, said the pharmacy got its internet back Saturday morning after a three-day outage that forced Voliva to reroute customer's calls to his personal cellphone.
The Vanderburgh Humane Society, also without internet or phone service since Wednesday, had its internet access return over the weekend as well. Its phones, though, are still down, CEO Kendall Paul said.
For those still without internet, it seems there's little more they can do but sit tight and wait for Astound to restore service.
Customers in #IN & #IL: Many devices are now activated with many more progressively coming back online. We are troubleshooting individual issues while monitoring our network and network components.
— Astound powered by RCN (@RCNconnects) May 8, 2022
An Astound customer service rep said Monday morning that the company still could not give a timeframe for when service would be restored completely.
"You will get service back as soon as possible. We are working hard for that," the rep said.
Comments from frustrated customers have poured into the Astound tweets, with some even suggesting they might switch internet providers.
Oh hey, still no internet. The good news is I actually talked to someone in support, and the bad news is they said I’m in the 10% of customers with a known issue and no idea when a resolution will be available. Yay?
— Grant Smith (@grantpatsmith) May 9, 2022
Modem shows I’m connected, still no internet. 3+ days now.
I guess I should’ve taken @GetSpectrum new customer deal when I had the chance— Tritty (@Tritty_B) May 8, 2022
Contact Ray Couture at rcouture@courierpress.com or on Twitter @raybc94
This article originally appeared on Evansville Courier & Press: Indiana internet outage: Most WOW customers online after several days
