ASTOUND Broadband Reported That A Citywide Problem With Data Transmission Resulted In Spotty Service And Random Outages On Tuesday March 12th

Indeed, our Office team received several reports overnight and this morning about problematic internet service. Units from throughout the building reported weak service and signals cutting out all together.

We’ve learned this problem was not isolated. There was a “packet loss” issue affecting the Chicago market that has apparently been resolved as of 1am this morning. Packet loss is in reference to data being sent, and apparently getting lost in transmission. Neighboring buildings experienced this problem as well, but apparently the cause was identified and corrected.

Residents still experiencing service issues may need to reset their modem. Unplug it for 10 seconds then plug it back in. If you continue having difficulties, please call ASTOUND’s technical support team at 800-427-8686.

We appreciate everyone who reported this. Definitely, always report problems directly to ASTOUND first, because this is the fastest way to get them started on a resolution. Also, the more people that call, the more likely they can isolate problems and their cause. For example, if 10 people call from the same cable tier in Park Tower, then they know the problem is isolated to that tier. If they call from all over the building, it is systemic to the building. If they call from all over the neighborhood, it’s a neihgborhood issue…and so on.

If you experienced these problems, we appreciate your patience while ASTOUND resolved the condition.