20200317 Covid Update
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Service Update
Our upstream provider has implemented a fix that has restored stability to the network. However, we are aware that some customers may still be experiencing slower-than-normal speeds or other performance issues.
We ask customers who are still experiencing issues to power cycle their router by unplugging it from power, waiting about 30 seconds, and plugging it back in.
If you factory reset your router during the outage, your router will need to be set up again before your Wi-Fi will work normally.
Our engineering team will continue monitoring the network closely to make sure service remains stable.
We know this outage caused a significant disruption, and we appreciate your patience while our team and upstream providers worked to resolve the issue.
Thank you for being a Direct Communications customer.Service Outage Update
We want to provide a more direct update regarding the service issues affecting Eagle Mountain.
Over the past several days, our network has experienced significant instability related to unusually high volumes of traffic consistent with a distributed denial-of-service, or DDoS, attack. This has also impacted connectivity through our upstream network providers and has resulted in periods of slow speeds, packet loss, and complete service outages.
At this time, the outage is affecting customers throughout Eagle Mountain.
Our engineering team has been working continuously with our upstream providers to isolate the affected traffic, protect the network, and restore stable service. Because this involves traffic outside of our local network as well as coordination with multiple providers, restoration has taken longer than we would normally expect.
We understand how disruptive this has been, especially for customers who rely on their connection for work, school, communication, and other essential services. We also understand the frustration caused by repeated interruptions and limited updates.
At this time, we do not have a confirmed estimate for full restoration. We do not want to provide an estimated time until we are confident it is accurate.
Our teams will continue working until service is fully stabilized, and we will provide additional updates as soon as we have confirmed information to share.
Thank you for your patience and understanding while we work through this issue.
