Posted October 23, 2015

Pioneer Internet and Cable customers:

As part of the modernization of our internet service, you may have noticed several updates taking place over the past year, including the transition to an all-digital cable platform and the rollout of DOCSIS3. The next step in this process is the replacement of our core network router that connects all of our internet customers to the rest of the world. We have invested more than $1 million dollars in this equipment and its configuration to provide you with better performance, increased reliability, additional capacity, and an overall better internet experience.

To plan for this core network replacement, we have worked with some of the best network engineers and equipment vendors in the US for more than 3 months. On Wednesday night and Thursday morning we successfully replaced the core router and all connections were running smoothly at 5am. Over the course of the next several hours we began to lose connections and were unable to reestablish them. We worked throughout the day with our outside network engineers, our equipment vendors and their technical teams, and all of our staff to find a solution.

Late last night we reinstalled our former equipment in an effort to reinstate internet service. Most connections have reestablished, though a few issues still remain. We continue to work with our outside network engineers, our equipment vendors and their technical teams to bring our service back to normal.

As part of the internet connectivity issue, when the towns of Sublette, Satanta and Moscow lost commercial power, the cable DTAs in our customers’ homes were taken offline. Because we could not connect a piece of our cable network to the internet, those DTAs were unable to reestablish a connection with the cable network. That connection has been reestablished, and those DTAs should begin functioning normally.

We know how reliant our customers in Southwest Kansas are on an internet connection, and we truly apologize for the inconvenience this has caused. Please know we continue to work diligently to restore all services.

We will be issuing a bill credit of $10 to all internet customers. We will also be issuing a cable bill credit to our Sublette, Satanta and Moscow cable customers of $10.

If you continue to have issues, please contact us at 1-800-308-7536.

Thank you for allowing us to serve your communication and entertainment needs. We strive to provide you the best possible technical and customer service, and we will continue to modernize our network in order to provide you the best possible product.

Catherine Moyer

Catherine Moyer
CEO/General Manager

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