More than 4,000 Frontier Communications customers in the eastern panhandle of West Virginia lost their internet service for more than 20 hours yesterday and today.
Service was knocked out at about 2:30 pm yesterday until about 1 pm today.
Frontier spokesman Dan Page said that a fiber cut yesterday afternoon “created some difficulty.”
But there was also a simultaneous router software problem at Frontier’s Martinsburg office, Page said.
Page said he had no information about how the fiber was cut, but “usually it’s a construction project, a traffic accident or a tree strike.”
“After addressing the fiber cut, we realized there was an additional problem in the Martinsburg office — and then we updated the software within the router,” Page said.
“We received calls from 200 to 300 customers,” Page said.
He estimated that the outage affected about 4,000 customers in the eastern panhandle.
When asked about whether the 4,000 customers would get a refund, Page said he didn’t know what the policy was and would get back with that information.