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Crews restore TV service for Hawaiian Telcom customers

UPDATE: 8 p.m.

Hawaiian Telcom restored TV service by 11 a.m. today for 40,000 affected customers, according to spokeswoman Ann Nishida Fry.

She noted customers may need to reboot their TV hardware if service is not working. Customers who continue to have TV service issues may submit a support request at bit.ly/SupportTix.

”We apologize for the inconvenience and thank our customers for their patience and understanding,” Fry said adding the company will be communicating with customers concerning compensation for the TV service interruption.

A power failure at a Hawaiian Telcom facility caused primary and backup equipment to fail Wednesday night, impacting all television customers.

11 a.m.

Hawaiian Telcom is starting to restore TV services for affected customers, according to spokeswoman Ann Nishida Fry.

She noted customers may need to reboot their TV hardware if service is not working. Customers who continue to have TV service issues may submit a support request at bit.ly/SupportTix.

”We apologize for the inconvenience and thank our customers for their patience and understanding,” Fry said adding the company will be communicating with customers concerning compensation for the TV service interruption.

7:30 a.m.

Several basic standard definition channels are coming back online for some customers as Hawaiian Telcom crews continue to work to restore television services to affected customers, according to a company spokeswoman.

“As part of our restoration process, some channels may fluctuate between working and not working for some customers. We are continuing to work on restoring service and apologize for the inconvenience,” said Ann Nishida Fry in an e-mailed statement this morning.

6:15 a.m.

Hawaiian Telcom crews are continuing to work to restore television services to approximately 40,000 customers who experienced an outage on Oahu.

The company tweeted as of 5:30 a.m. today, “Hawaiian Telcom technicians have been working throughout the night to restore service, however TV service continues to be down for all Hawaiian Telcom customers. We will share more information as soon as it becomes available.”

A power failure at a Hawaiian Telcom facility caused primary and back-up equipment to fail Wednesday night, impacting all television customers.

PREVIOUS COVERAGE

An islandwide outage is affecting television services for about 40,000 Hawaiian Telcom customers on Oahu.

Hawaiian Telcom told customers Wednesday night that their operations team is working on the problem.

A company spokeswoman said all television customers on Oahu are being affected, but said it’s the only service that’s being impacted.

She said a power failure at a Hawaiian Telcom facility caused primary and back-up equipment to fail.

At 10:45 p.m., the company tweeted that its crews were still working on the problem, nearly four hours after first reporting the problem.

“As of 10:45 p.m. crews continue to troubleshoot the TV service interruption. Thanks for your continued patience. We will keep you informed and share an ETA as soon as we can,” the company tweeted.

The company first posted an announcement about the interrupted service on Twitter at around 7 p.m. Just before 8 p.m., it posted an update saying it has identified the issue.

Correction: Hawaiian Telcom says that Voice over Internet Protocol services are not affected by its outage, as was reported in an earlier version of this story.

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