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UPDATE: LUS Fiber video issue should be resolved, officials say

Posted at 10:20 AM, Nov 02, 2020
and last updated 2020-11-02 11:20:46-05

Yesterday, we received a lot of phone calls from viewers about LUS Fiber outages.

The viewers who called us said they hadn't had video service since Saturday, that their attempts to reboot their boxes resulted in a complete loss of service, and that they couldn't get anybody to answer the customer service lines.

We reached out to LUS Fiber, and have received more information this morning.

First, officials say the outages should have been resolved by 2 a.m. Monday at the latest. If you tried to reboot your box and you still don't have service, call 99-FIBER. If you still don't have video service, call 99-FIBER.

We asked what happened. Here's what Derik Godeaux, Interim Business Administrator, told us:

"The outage originated as a result of an unexpected server-side issue. Customers may have experienced a slight interruption in DVR service, which could normally be resolved with a simple reboot of the set top box. In this case, however, rebooting the device prevented it from receiving any signal for video service. This is why some customers did not experience any major service interference outside of DVR service until after rebooting their device," Godeaux wrote to us.

We asked why customers weren't able to get any assistance by calling the service number yesterday.

"At several points throughout the weekend, our call center experienced above average call volume, which can be attributed to “busy signals” referenced by some customers," Godeaux wrote.