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Bright House Networks blames widespread service outages today on "software bug"



baynews9logo.jpgNEW UPDATE: Bright House spokesman Joe Durkin released a statement on the outages at about 4:56 p.m., blaming the problems on a "software bug."

His email reads, in part, "Bright House Networks have been completely restored all phone, high speed and video services across the Tampa Bay market. The event began at approximately 10:40 this morning with services beginning to become interrupted. The incident continued with a cascading affect (sic) across areas of the market.

"Bright House engineers working from the start to identify and correct the problem - they were able to locate the cause as a software bug that triggered the event to begin and expand in scope. Bright House engineers along with vendor's (sic) were able to isolate and correct the problem. As of this afternoon - all services have been restored.

"I do not have a count available on the size of the impact but can confirm it was across Tampa Bay market."

Despite Durkin's statement, I have gotten online messages from two different Apollo Beach residents who say their services have not been fully restored.

The most visible sign for some Bright House customers may have beeen the image of Bright House Networks' cable newschannel Bay News 9, which was frozen midway through a weather forecaster's report for some time this morning. The service came back briefly at 12:55 p.m. before freezing again for several hours until 4 p.m. or so.

A Bright House spokesman says the cable company's high speed online service, telephone and video services have all been affected by a mysterious outage. Engineers noticed the problem at 10:40 a.m., but can't say what is causing it or how far the problems may spread.

While spokesman Joe Durkin said the effect was centered in Hillsborough County, homes in St. Petersburg's Old Southeast neighborhood have been affected. Twitter and Facebook followers also report problems far away as Manatee County.

In my office in downtown St. Petersburg, only select TV channels above 17 are working and Bay News 9, which worked for a little while around 1 p.m., is now frozen again at 3 p.m.

Bright House's own phone lines in Pinellas County have been tied up, and some customers calling the customer service lines have also had trouble getting through. On Twitter, the company's Bright House Care account (@BrightHouseCare) is posting public replies to individual users which say the same thing: "Currently working to resolve concerns w/your service. No ETR at this time. Thks."

Durkin said engineers first noticed a problem at 10:40 a.m., but have not yet verified what the exact issue may be.

"We'd like media to tell people that Bright House is aware of the problem and is trying to get a handle on it," said Durkin.


[Last modified: Wednesday, September 7, 2011 11:50am]


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