Hi there,

First off, on behalf of all of us here at Worldline, I wish to pass along our sincerest appreciation for your continued patronage. It is because of valued customers like you that we are able to provide our telecom services to so many Canadians, and it’s something we never forget.

That is why I’m writing you today. I feel you deserve a thorough explanation for the interruption of service that occurred on Friday afternoon and went on into Saturday.

On October 18^th at 12:24 p.m., a number of fibre optic cables were accidentally cut by a piece of construction equipment drilling across the street from one of our primary data centres in Toronto.

This cut impacted us and hundreds of other companies who rely on this location for critical services, and, as you can see from the map, the range of the interruption was extensive.

By 2 p.m. our staff arrived on site to discern what had happened and to assist in the repair. Due to the extensive damage and the large number of repairs required, services were not all restored as quickly as we would have liked.

By 5 a.m. on Saturday, services in Kitchener/Waterloo, Sarnia, and Windsor were restored and all were gradually restored over a 28-hour period.

This was an unprecedented event, and we are committed to learn from it and will be implementing several strategies to avoid the severity of this impact in the future.

While we strive for 100% up-time when it comes to our network, there are those rare occasions, like when a drilling rig cuts a cable, that there will be interruptions. The best way for you to be kept apprised of what is going on at Worldline is to follow us on Facebook and Twitter, (and not just for service updates, but for things like product information and contests as well).

I hope this helps you understand  the rarity and complexity of last week’s problem and again, we appreciate your business and continued patronage.

Sincerely,

Roy Graydon
President – Worldline