Appalachia: A major target for copper theft

Some 8,000 residents in Pike, Scioto, and Jackson counties found themselves without phone service when copper thieves mistakenly cut a critical fiber optic line serving Frontier Communications customers across the region.

As a result, phone service, broadband, 911, and even ATM machines were left out of order for hours last Wednesday, not restored until Thursday afternoon.

Pike County Sheriff Richard Henderson told WBNS-TV the outage was devastating for emergency responders.

“It’s a fear for us, because we depend on it for people to be able to call us for emergency situations,” Henderson said.

As a result of the fiber cut, the department was able to forward cellular 911 calls to neighboring counties, but the delay in response could have been life-threatening in some cases.

Frontier and other phone companies in Appalachia have been particularly hard-hit by copper theft, often committed by those with substance abuse problems.

Scrap copper prices remain very high, and some scrap dealers are accused of looking the other way when suspiciously-obtained “scrap copper” is delivered for a cash sale.

Brazen copper thieves have even stripped copper phone wiring in broad daylight, literally tearing it off utility poles as they drive down rural country roads.

Some of the worst problems have occurred in West Virginia, where lawmakers are beefing up criminal penalties for copper theft in an effort to control the problem.

Unfortunately for phone companies like Frontier, thieves often mistake fiber optic cabling — worthless for scrap metal resale — for copper, and with phone companies increasingly dependent on fiber to move a substantial amount of data traffic and phone calls between central offices and beyond, a single fiber cut can create major headaches for customers, and an expensive, often complex repair job for technicians.

Some companies in hard-hit areas are now building network redundancy into their service areas, allowing for quicker restoration of service.

That won’t help customers who are missing the phone cable that used to wind through their neighborhood, but maintaining a backup could be a life-saver in cases where phone companies rely on fiber and copper cables to move large numbers of calls between their switching centers and beyond.

[flv width=”600″ height=”356″]http://www.phillipdampier.com/video/WBNS Columbus Thieves Cripple 911 Internet Phone Services In Pike Scioto Jackson Counties 3-30-12.f4v[/flv]

WBNS in Columbus covered the extensive impact copper theft can have disrupting daily life in southern Ohio.  (3 minutes)

Fibrant, a community-owned fiber-to-the-home provider in Salisbury, N.C., has discovered the importance of redundancy. A major service outage knocked out phone and broadband service for several hours Monday, due to a fiber cut between Concord and Salisbury.  Fibrant’s provider, DukeNet, restored service after four and half hours by rerouting around the cable cut, but the incident left Fibrant looking for a backup provider to reduce the chance such a service outage will occur again.

City Manager Doug Paris, who was instrumental in getting Fibrant up and running in Salisbury, said the incident underlined the need to have redundancy to keep customers online.  While the city asks DukeNet for an explanation of the most recent service outage, Salisbury is taking bids for backup service.

Redundancy is a lesson virtually every service provider learns — commercial or otherwise.  What company has not suffered a significant service outage from an errant backhoe or construction crew severing a vital fiber link? Without a backup provider, service fails and customers howl.  Those companies experiencing multiple outages soon learn having a second provider can keep service disruptions to a minimum and more importantly make them invisible to customers.

Salisbury is located northeast of the city of Charlotte, N.C.

Paris told the Salisbury Post the city’s intent to contract with a second supplier has its benefits. A large educational institution has now signed up for service, with several potential new business customers considering Fibrant as well.

Fibrant has won a 13% market share in Salisbury, supplying phone, Internet, and cable TV to more than 1,700 customers.  Fibrant offers the fastest broadband service in the city and competes primarily with Time Warner Cable.  It also faces perennial opposition from anti “government broadband” critics, many nipping at the provider for political reasons.

Opponent John Bare has compared Fibrant to welfare, opposing it because it is not operated by the private sector.

But Fibrant has kept its competitors on their toes, forcing both the local cable and phone company to offer cut-rate deals for new customers and those threatening to switch.  Those low prices and retention deals have cut into Fibrant’s projected share of business in the community, but city officials note the customers who do sign up stay with the provider.  Fibrant has a 99% customer retention rate.

Fibrant’s biggest challenge remains its start up costs and debt.  The provider spends nearly $1,350 for each residential installation, for which it charges customers nothing unless they depart within a year of signing up.  Fibrant recoups installation and network construction costs from customers over time.  But the company does have plans to more aggressively market its service to Salisbury’s 34,000 residents in light of competitive offers from cable and phone companies.  Fibrant manages to win around 30 new customers a week.

Salisbury’s fiber network does not pitch customers “teaser rates” that rise considerably after the promotion expires. It prefers to market its superior speeds and service, and notes all of the revenue earned by Fibrant stays in the local community instead of being pocketed by Wall Street banks and investors.

It’s 27 degrees outside, the oranges are turning into orangesicles, and now this.

AT&T reports an independent construction crew in Volusia County accidentally cut a fiber cable that has resulted in a major cell phone outage for residents across northern and central Florida.

“An AT&T wireless disruption is currently impacting some customers in parts of Jacksonville, Tallahassee, Daytona, Ocala, Gainesville, and Panama City,” says an AT&T spokesperson. “Some customers may have trouble connecting to voice calls and voicemail at this time.”

AT&T is trying to repair the cable to restore service.

Stop the Cap! reader Jasper in Wildwood, Fla., wonders how one fiber cut can take out AT&T’s cell phone network for half the state.

“This sure isn’t your father’s AT&T,” Jasper writes. “Hasn’t AT&T ever heard of redundant backup systems for just these occasions?”

Jasper noticed his AT&T cell phone service quit connecting calls earlier this evening.

“It’s either a fast busy signal or nothing at all,” Jasper reports.  “AT&T froze us out.”

Tens of thousands of Oceanic Time Warner Cable customers across Hawaii were without Internet, cable, and phone service for up to 14 hours after an undersea TW Telecom fiber cable was cut near Lanai at around 1:10am Tuesday.

While broadband users on Kauai and Oahu managed to be rerouted after a two hour outage, residents on Maui and the Big Island endured more than a half-day outage for all of Time Warner Cable services.

The affected cable experienced an outage off Lanai Island

The impact of the fiber cut also disrupted over-the-air broadcasting — many feeds to Hawaii’s translator stations, which extend signals from Honolulu across the Hawaiian Islands, were also sent over the affected cable.

When Time Warner customers in Hawaii woke up Tuesday morning, many were left with fewer than 20 cable signals still working — those delivered via satellite, and no phone or broadband service.

The affected fiber cable is laid in water 3,000 feet deep, which means it will take weeks to manage repairs.  The cable company managed to obtain alternate connections, and some criticized the operator for not having backup service available immediately.

Restoration of services were complete around noon Tuesday for the Big Island, with Maui County getting phone and Internet service back by 3pm.

Hawaiian Telcom, Hawaii’s largest telephone company, said it wasn’t affected by the outage.

The Star-Advertiser reports the fiber cable is rented by Oceanic to communicate with their other cable operations throughout Hawaii:

Oceanic Time Warner rents bandwidth (data transmission capacity) from the fiber-optic cable, co-owned by Colorado-based TW Telecom and Wavecom Solutions, formerly Pacific Lightnet. TW Telecom was part of Time Warner Cable but became an independent entity in 2008.

Oceanic Time Warner is among 144 Maui firms that rent bandwidth from that section of the cable. That section went online in 1997, Miyake said.

When the cable was cut, Internet protocol addresses did not know which route to take back to the mainland. Oceanic crews had to reroute connections through alternate cables connecting the islands.

“We have a daisy-chain fiber connection that connects all the islands together,” said Norman Santos, Oceanic’s vice president of operations. “The main transmission point for Oceanic Cable is here on Oahu.”

Oceanic promises they will be developing additional redundancy in their network in the future to make sure they can restore service more rapidly in the event of a future disruption.

Typically, Oceanic Time Warner Cable does not give refunds unless service is out for a full 24 hours -and- customers specifically requests credit, but the company is debating whether to grant an exception this time.

“We’re going to make a determination as to if and how blanket credits will be authorized, if individual credits will be authorized, but we’re going to do the right thing,” Norman Santos with Oceanic Time Warner Cable told KHON-TV.

Customers can be in a better position to receive that credit by contacting Oceanic today and asking for it before you (and perhaps they) forget.

[flv width=”640″ height=”500″]http://www.phillipdampier.com/video/Time Warner Hawaii Outage 7-27-10.flv[/flv]

Every major television station in Hawaii covered the extensive service outage.  Here is a compilation of reports from KGMB, KHNL, KHON, and KITV-TV regarding the outage, its cause and impact.  (14 minutes)