Redding-area small business owners are counting their losses after an internet outage cost them up to a full day’s business on Tuesday, July 25.
Vandals caused the outage when they cut the lines in south Redding early Tuesday morning, knocking out service to Spectrum-Charter Communications customers throughout Shasta County, according to the Shasta County Sheriff’s office.
Spectrum crews from all over Northern California came to work throughout the day to repair and reconnect more than 650 fibers, restoring internet to the last customers by late afternoon Tuesday, said Senior Director of Spectrum’s West and Northwest Communications Dennis Johnson.
By then, some Redding business owners had turned away customers because they were unable to take credit and debit cards or access online accounts.
Some business owners reported they only lost connection for a short time on Tuesday.
Spectrum phone and internet service was down until 9:30 a.m., said Rolan Dillion, owner of the Flag Center on south Hilltop Drive.
He’s not sure if he missed any phone orders for the first 30 minutes his shop was open Tuesday morning, Dillion said, but “I had my old school receipt pad out” to take orders from walk-in customers.
Other Redding business owners reported they lost most of the day’s income.
Spectrum customer Cris Hillman, owner of Janine’s Jewelry on Yuba Street, turned away several credit and debit card customers because she couldn’t process card payments. She also couldn’t place orders from distributors until service was restored around 3 p.m., she said.
For other businesses and their clients, the outage was more of a time inconvenience than a financial loss.
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Staff at some medical offices reported they weren’t able to access online patient records, or had to ask patients paying medical bills with plastic to call back later in the week.
Those problems weren’t limited to Spectrum customers.
While their Eureka Way office uses a different internet provider, employees of family doctors Jack and Sheila Finch couldn’t access Spectrum patients’ records on Tuesday, said office staff member Shannon Carter.
Businesses that had backup internet services fared better or weren’t impacted.
“We had a backup wi-fi so it (outage) didn’t affect us at all,” said Cameron Hull, assistant manager at downtown Redding clothing store Apricot Lane Boutique on Market Street.
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When asked if Spectrum is offering business owners rebates for lost service, Johnson said the provider is “working directly with customers who were affected by the vandalism that caused the outage.”
Spectrum Business Services customer line is 800-314-7195. Ask for billing, an operator said.
The outage comes on the heels of Spectrum’s announcement is will raise monthly internet service costs by $3 this summer. “While our services have been impacted by rising costs, we strive to keep prices as low as possible,” Johnson said.
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As of Friday, there are no suspects in custody in connection with the cut cables that caused the outage, according to Shasta County Sheriff’s Public Information Officer Tim Mapes.
Investigators are examining evidence found at the site of the cut cables on Highway 273 and Canyon Road, Mapes said.
When asked Spectrum’s plan to protect cables from vandals in the future, Johnson said: “We don’t comment on our network security.”
Jessica Skropanic is a features reporter for the Record Searchlight/USA Today Network. She covers science, arts, social issues and news stories. Follow her on Twitter@RS_JSkropanic and onFacebook. Join Jessica in the Get Out! Nor Cal recreation Facebook group. To support and sustain this work,please subscribe today. Thank you.
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