9:00 a.m. ET Update: Repair work is continuing on the complicated damage to our Fiber network causing the service disruption in your area. At this time, we do not have an estimated time of service restoration. We will communicate one as soon as possible.
9:15 p.m. ET Update:
Your Clearwave Fiber service has been down since this morning, and I want to speak with you directly about what happened, where we are, and what we’re doing about it. I know how much you rely on us, and we are truly sorry for the disruption, whether it has interrupted your work, your kids’ schoolwork, your business, or simply your evening.
Here is what I can tell you about where things stand. Earlier this morning, the fiber line that brings service into Sebastian was severed along a stretch that runs beneath an active railway. This same cut also took down communications for the railway itself, and they are working alongside our teams to help expedite the repairs.
I know the natural question is: why is this taking so long?
The honest answer is that repairs near railway corridors are unlike any other. Every step requires railway approval, strict safety protocols, and specific construction methods. We do not yet have an estimated time to restoration, and I know that’s incredibly frustrating to hear. I will not give you an estimate that I cannot stand behind. The moment we have one we can trust, you will have it too. Our crews have been on site since this event began and will not stand down until your service is fully restored.
What I can commit to is this: you will hear from us at least every two hours with an honest update, even when the update is simply that work is still underway. And you will hear from us the moment service is restored.
You already know we have been investing in strengthening our network in your area, and the work we have underway is exactly what protects against days like today. That cannot change what has happened today, but I want you to know it remains our top priority and is moving forward as quickly as possible.
We know you chose to place your trust in Clearwave Fiber, and we take that responsibility seriously. Our focus right now is restoring your service as quickly and safely as possible and continuing to earn your trust.
Ross Benner
Chief Technology Officer
Clearwave Fiber
6:15 p.m. ET Update: Repair work is continuing due to the complicated damage to our Fiber network. At this time, we do not have an estimated time of service restoration. We will communicate one as soon as possible.
10:15 a.m. ET: We are aware that customers in the area are experiencing a service disruption. All Clearwave Fiber support teams are engaged and working to restore service. We expect service to be restored by 6 p.m. CT. We will provide any additional updates on this page as soon as they are available via email and text to impacted customers. We apologize for the disruption and appreciate your patience.