Daily Staff Reports
Three-quarters of the Shenandoah County residents who had lost DSL Internet service on Sunday were online again about 24 hours later, according to Shentel Vice President of Customer Service Kevin Folk.
Storms Sunday afternoon "created a little bit of a problem with the servers," Folk said Monday afternoon.
"I'm assuming every one of our DSL customers" in the county lost power, he said. Folk estimated Shentel has about 9,000 of those.
When the power came back on all at one time across the county, all of the modems tried to re-authenticate every 2 seconds, causing issues, he said. Plus, many customers forgot the user names and passwords necessary for getting back online, according to Folk.
By Sunday night, about 75 percent of users had had service restored, he said.
"Our call queues are busy," Folk said. "We've worked on this all weekend long with our data network folks and our people in the field, and our technical support staff is working very tirelessly trying to get every single call, and resolve the customers' issues as quickly as possible."