Charter Spectrum customers across Ventura County, Calif., are reporting significant outages of TV, internet, and phone service as a result of the region’s ongoing wildfires, which have caused significant damage to Spectrum’s fiber optic lines.

“Our fiber lines have been damaged or destroyed by the fire in multiple areas,” said Spectrum spokeswoman Pamela Yu in an e-mailed statement. “Our technicians will be working to restore service as soon as it is safe to do so, and we get approval from the fire department to go into those areas. We are repairing fiber where we have been given access and crews are restoring services.”

Stop the Cap! reader Juan Hidalgo, who lives outside of Camarillo, told us he lost service late last week, saw it briefly restored on Monday, and is out of service once again.

“I waited on hold 49 minutes before a representative confirmed there was additional damage to their fiber optic service lines, which are spread across the county and have affected Spectrum and other providers,” Hidalgo said. “I know it is not their fault, but I wish they had redundancy in their network so they could transfer service to another cable not affected by the fires.”

Hidalgo and his family are safe, although they could see smoke from the Woolsey fire last weekend. Things have calmed down since then, and Hidalgo says he realizes that his inconvenience pales in comparison to the losses some Californians are experiencing.

“My heart goes out to them and their families, and I am aware that in comparison having your cable out doesn’t really seem that important, but considering how serious fires are becoming in California, finding ways to maintain service to get important messages out seems more urgent than ever,” Hidalgo said.

The fires have also caused disruptions to other service providers, especially fiber-fed cell towers in fire areas. As customers drop landline service, most depend on their cellphones to get urgent alert messages and stay in touch with friends and family, as well as emergency services like 911. Those who escaped from the devastating Camp Fire in northern California reported significant problems making and receiving calls during the peak of the fire and the resulting evacuation. Most reported text messaging was the most reliable service when calls did not go through and internet service was spotty.

Some attempts by volunteer groups and competing ISPs to bring up publicly accessible internet hot spots had mixed results, according to the Ventura County Star.

AT&T’s Outage Map (DownDetector.com)

AT&T customers across northern Texas suffered a day-long outage selectively affecting television, phone, and internet service after an electrical fire at an AT&T facility in Richardson disrupted service and exposed the phone company’s lack of network redundancy.

Customers noticed the outage Monday morning at around the same time the Richardson fire department was dispatched to AT&T’s switching office at 1666 Firman Drive. Reporters on scene saw smoke marks on the side of the building, and a later incident report detailed an electrical fire that damaged part of the building and the primary and secondary backup electric systems.

An early tweet from AT&T claimed the outage was caused by a direct lightning strike on the building. AT&T has since retracted that assertion and claims the cause of the fire is currently under investigation.

AT&T’s smoke stained building in Richardson.

While causing a nuisance for residential customers, the extended outage caused financial losses for area businesses that rely on AT&T phone and internet services to take orders and process credit card transactions.

ATMs that were in service provided needed cash to spend in area establishments, because credit cards could not be accepted due to the outage.

Some customers wondered why AT&T did not have network redundancy to act as a backup after the fire. AT&T had no comment.

The company does not plan to issue service credits for the outage unless customers specifically ask for one.

Service was restored at around 10:30pm CT.

KTVT in Dallas reports service is restored for most AT&T customers in North Texas that experienced a day long service outage. (2:50)

KDFW in Dallas shows some of the damage a fire in Richardson caused to AT&T’s facilities serving the Dallas-Ft. Worth area. (1:37)

Ralph Romano is still on hold with Charter Spectrum, waiting to report an outage that began late Sunday evening in his apartment in the Jamaica, Queens neighborhood.

“You sit on hold for an hour and then the call disconnects, which is exactly the kind of treatment you know you are going to get from this shabby operation,” an angry Romano tells Stop the Cap! “I am 72 years old and ran my own business for 46 years. If I treated my customers the way this cable company does, I would have been out of business in 4-6 months. I don’t know how they did it but Spectrum is even worse than Time Warner Cable.”

Romano is one of dozens of customers reportedly experiencing a multi-day outage in Queens. For some, the outage takes out phone, internet and television service but for others, internet service is the worst affected.

Romano’s neighbor gave up on wasting her cell phone minutes on hold to report the outage. She took a taxi to the Spectrum Store in Elmhurst and then waited over 90 minutes before someone called on her.

NYC rats are not to be trifled with. This one is taking a slice home on the subway.

“I just wanted to report the outage, not turn in equipment or pay a bill, but the door greeter could care less,” Sandra e-mailed us. “They want your name and then they can’t be bothered. I watched people come in after me get called up to pay their bill, sometimes with a sack of change spilled out on the table that took 15 minutes to count. It was infuriating. When they finally called me, I was helped by Mr. ‘I Don’t Care’ who wanted my account information, then said my cable box appeared to be fine. He never tested the internet modem, which is where the problem was. When I told him the whole building was out, he said he couldn’t take reports about other people and they would have to come down themselves to report the trouble. He gave me a $5 credit for service we still don’t have back. Useless.”

“We have a lot of elderly people in this building so they are not going to run down to Spectrum and wait for hours to report a problem that could be discussed over the phone,” Romano said.

Like several other buildings in Queens, there are no immediate alternatives. Although Verizon claims FiOS is available to the building where Romano lives, the only neighbor who ordered it waited two months for engineering work and then had his order summarily canceled without explanation. The building owner warned FiOS is not available because Verizon was unwilling to place its incoming cables in the appropriate conduit, which is rat-resistant.

“The rats, which can be fend off by companies like pest control green bay, around here eat anything, especially cables,” Romano said. “Everyone seems to know that except Verizon.”

Over in Kew Gardens, intermittent internet access from Spectrum is often a fact of life.

Espinal

“When it rains, the internet is gone,” says Ana López. “You might get 15 minutes worth of use, but then the cable modem light starts blinking and the service is just gone. We have called them at least 10 times, and the riff-raff they send out here couldn’t find their rear end with their hands. Since the strike, the people who knew what they were doing must be on the picket lines because the guys taking their place are scary stupid. One suddenly decided to replace some inside wiring, but he ended up ripping the cable out of the wall by mistake and tore up the plaster. One thing they did make sure to do was laugh when they cut the old Verizon (FiOS) cable the old tenants must have used and then let it fall inside the wall. The other guy accidentally dropped one of his tools into my aquarium.”

López has repeatedly told them the problem has to be outside because it does not rain inside her home, but the latest contractor she dealt with confided he doesn’t climb poles unless absolutely necessary because “he is afraid of heights. ¡Dios mío! I am not lying to you.”

Unsurprisingly, the technicians did not fix the problem. As the problems in Queens mount, Rafael Espinal, chairman of the Committee on Consumer Affairs and Business Licensing in the New York City Council, has set up his own website to take complaints about Charter Spectrum across the city. “FixMyCableNow.com” does not appear to forward complaints on to Spectrum, but angry and dissatisfied customers can get more responsive service for unresolved problems by filing an online complaint with the N.Y. Attorney General’s office.

Comcast has introduced an upgraded Outage Center showing nearby service outages on a map and offering customers near-real time updates on repairs.

The new outage maps depict the specific areas impacted, usually by zip code or service node, along with what services are involved, whether the outage is part of scheduled maintenance or unplanned, how many customers are affected, and an estimated time when repairs will be completed.

Comcast’s new service outage map, in this case showing outages in northeastern New Jersey. (Image courtesy of: telcodad)

The cable company is using technology similar to what many electric utilities use to pinpoint and report on outages automatically. Detailed outage information both appeases customers and cuts down on the number of duplicate calls reporting outages Comcast already knows about. Comcast’s engineers can also self-report planned maintenance to give customers an immediate notification that work is underway. Just minutes after completing the work, a technician can report service as restored. The more customers that report an outage, the more red alert symbols appear on the map.

Comcast customers note the outage map is not exact in accuracy, but is a major improvement over Comcast’s original outage website, which offered only vague information.

Unlike most electric utilities, Comcast is still keeping access to the complete roster of service outages under wraps. The outage map only offers limited zoom-out, limiting one’s ability to check for outages in other areas.

A well-coordinated campaign to manufacture news of a phony cyberattack and give false information to the press to explain why the FCC’s electronic comment system crashed while news of net neutrality went viral has been exposed.

Internal agency emails reviewed by Gizmodo show a clear intention by some agency officials to deceive the media and the public about the nature of serious outages in the regulator’s electronic public comment system during high profile coverage of net neutrality, blaming the outages on an organized distributed denial of service (DDOS) attack that appears to have never happened.

On the night of May 7, 2017, John Oliver did a segment about net neutrality on his HBO show Last Week Tonight. At the end of his piece, he urged viewers to send comments to the FCC in support of net neutrality. It was the second time Oliver’s viewers brought the FCC’s electronic comments system to its knees. After intense demand effectively locked up the system after Oliver discussed net neutrality in 2014, the FCC promised to improve the commenting system to accommodate more traffic. FCC chairman Thomas Wheeler said in 2014 the downtime could be attributed to massive interest in the issue of internet freedom from ordinary Americans.

But three years later, a new administration hostile to net neutrality and a new FCC chairman had a different story about just how interested Americans really were. Wheeler’s story was replaced by Ajit Pai’s claims that real people are not that interested in net neutrality and that the downtime, as well as what he calls “fake comments” left on the system, are the result of nefarious deeds by an unknown party or parties. Pai and his staffers have systematically attempted to de-legitimize and gaslight supporters of net neutrality. In condescending tones, Pai and his allies claimed ordinary Americans were hoodwinked into supporting net neutrality by radical internet groups that have managed to fool them. By also calling into question the legitimacy of millions of comments from net neutrality supporters, Pai and his industry friends have had an easier time decapitating net neutrality protections, despite their widespread popularity.

Gizmodo reports the FCC under Pai and the Trump Administration is extraordinarily secretive about the issue. The agency has refused to produce any credible evidence of a denial of service attack, even when members of the media have sued the agency for the information and members of Congress have demanded to see the evidence.

Gizmodo:

[I]n May 2017, under the Trump-appointed chairman, Ajit Pai, at least two FCC officials quietly pushed a fallacious account of the 2014 incident, attempting to persuade reporters that the comment system had long been the target of DDoS attacks. “There *was* a DDoS event right after the [John Oliver] video in 2014,” one official told reporters at FedScoop, according to emails reviewed by Gizmodo.

David Bray, who served as the FCC’s chief information officer from 2013 until June 2017, assured reporters in a series of off-the-record exchanges that a DDoS attack had occurred three years earlier. More shocking, however, is that Bray claimed Wheeler, the former FCC chairman, had covered it up.

According to emails from Bray to reporters, Wheeler was concerned that if the FCC publicly admitted there was an attack, it would likely incite “copycats.”

“That’s just flat out false,” said Gigi Sohn, former counselor to Chairman Wheeler. “We didn’t want to say it because Bray had no hard proof that it was a DDoS attack. Just like the second time.”

Bray’s exchanges with reporters, which took place via email, were obtained by American Oversight, a watchdog group, under the Freedom of Information Act (FOIA). Gizmodo reviewed the more than 1,300 pages of records last week.

Bray

Most of the claims about a nefarious (and convenient) cyberattack seem to have originated from Bray, the senior official responsible for maintaining the comment system. A subsequent rambling response to the Gizmodo piece written by Bray was posted this morning to Medium.

In it, Bray recasts himself as a victim of a tech reporter who never called him and the general nature of partisan politics in Washington. Bray repeatedly claimed he was nobily working tirelessly to make sure “actual people” could comment on the high-profile issue of net neutrality. Unfortunately, he offered no proof in the form of logs or contemporaneous e-mails or written memos to prove what could be a plausible alternative theory of the traffic jam (namely, a person or persons unknown wrote poorly developed scripts to automatically submit comments to the FCC’s electronic comment system that had the unintended side effect of hopelessly clogging it.) In Washington, staffers confronting a high-profile problem likely to be noticed by their employers and become the fodder of political debate have learned the habit of saving everything, if only to avoid the kind of “guilty until proven innocent” standard of partisan-influenced investigations. The controversy has now achieved exactly the kind of high-profile prominence staffers generally dread.

“I have seen no evidence of a DDoS attack on the FCC comment system,” FCC Commissioner Jessica Rosenworcel told Gizmodo, in a direct contradiction of Bray. “But I did see millions of Americans write in to the FCC to stop its misguided effort to roll back net neutrality. It’s time for the agency to own up to what really happened.”

FCC staffers under the current chairman have a track record of being combative and secretive. There have been occasions when Stop the Cap! has tangled with Matthew Berry, Ajit Pai’s chief of staff. Berry, and other staffers, have been willing to engage in hand-to-hand combat on Twitter and other forms of social media and pass around pro-industry talking points routinely condemning the Obama Administration and the FCC under Chairman Tom Wheeler, while generally supporting large telecom companies:

Looks like broadband providers’ capital investments substantially increased in 2017 after declining in 2015 and 2016. Reversing the failed policies of the prior FCC is having a positive impact, and we’re just getting started! https://t.co/N80UTSpxV5

— Matthew Berry (@matthewberryfcc) May 15, 2018

When not on Twitter, staffers like Bray often serve as off-the-record sources for news services like FedScoop, while also feeding talking points and fake details about the cyberattack-that-wasn’t to the Wall Street Journal. The resulting article proved particularly useful to Bray and the FCC, which used the published news story as ‘independent evidence’ from ‘a third party’ that the attacks were real.

As investigative reporters made it clear they were not going to let the story go, top officials at the FCC have since circled the wagons and have done everything possible to keep the story from leaking out. In the more than 1,300 emails obtained by American Oversight in May, the FCC redacted every internal communication about the 2017 “cyberattack” and how to handle it in the press, citing attorney-client communications or the catch-all “deliberative process privilege” — the favorite obstructive choice of secretive federal agencies looking for a way around Sunshine Laws by denying access to any request for communications involving “governmental decisions and [how] policies are formulated.”

Gizmodo points out they also redacted discussions among FCC staffers about how to characterize the “attack” in response to inquiries from Congress. They even redacted a publicly posted Politico newsletter in full.

“Some of these messages are probably correctly redacted, but avoiding potential embarrassment is not a legitimate reason for the government to conceal an email,” Austin Evers, American Oversight’s executive director, said. “We were skeptical of the FCC’s explanations about its online comment system issues last May, and it’s clear that we still don’t have the full story about what happened.”