BendBroadband Utility Cables Following Mid-Day Crash.

In this photo, taken for The Bulletin by a BendBroadband technician on Thursday, July 8, 2021, a tangle of broken cables can be seen on Butler Market Road in Bend. BendBroaband residential and business customers in Bend, La Pine, and Sunriver were impacted.

Thousands of BendBroadband users in Bend, La Pine, Sunriver, and other areas lost their internet connection for about 24 hours due to equipment damage.

BendBroadband spokesperson Kit Beyer said it is believed that a commercial dump truck with an extended bucket accidentally ripped down aerial fiber cables about 3 p.m. Wednesday. Repairs were completed by 5:30 p.m. Thursday, Beyer said.

The incident affected 22,000 customers, said Beyer.

“BendBroadband crews worked through the night on repairing the extensive damage and have been responding to hundreds of customer inquiries,” Beyer said Thursday.

Bend Broadband customers took to social media to air their grievances with the delays in restoring service. Twitter and Facebook lit up with complaints.

One user, Bend resident Adam Waite, said BendBroadband failed to provide timely updates on the repair status.

“Updates only started happening sporadically in the middle of the night,” said Waite. “Management decided to hide behind their phone support staff rather than communicate proactively with customers.”

Waite, who works from home as a network engineer, said his outage lasted 24-hours and he spent that time connecting to the internet through his phone.

That proved tricky at times, as his phone wasn’t fast enough for Zoom video calls and he had to postpone some tasks due to data caps on his phone. But he managed to survive the outage.

“The overall impact to me personally wasn’t that great, since I had planned for this contingency and had a backup,” said Waite. “I’ll have to pay more on my next cellphone bill for the extra data I used, but that’s about it.”

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Reporter: 541-617-7818,

mkohn@bendbulletin.com

(3) comments

CentralOregonFred

FYI that photo was taken on Boyd Acres Road, not Butler Market.

MF

I’m going to have to say that Bend Broadband doesn’t need an accident to provide pitiful service. Having just talked to customer service in Jamaica, followed by a technician in India, I am still experiencing horrible service. On the bright side I got a call from a BB robot announcing my problem had been fixed.

Is there someone in the city govt in charge of monopoly services like BB (TDS) or the garbage, gas, electric companies who has some clout in improving service??

CentralOregonFred

Not really a monopoly. There's always Centurylink for internet, and Dish / DirecTV for TV.

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