A letter from Interim Town Manager regarding recent internet outages

Mountain Village Residents:

The Town of Mountain Village is an indisputably unique community. One of the most exceptional features of Mountain Village is its Town-owned and operated broadband system – a system that allows a rural community like ours to thrive in ways other rural communities cannot.

Unfortunately, this week some of our residents experienced prolonged outages in their internet service.

At the beginning of the week, the Town began the process of upgrading the Town’s broadband system to enhance security and further improve our redundancies to reduce the likelihood of system failures in the future. In implementing these changes, the Town encountered a flaw in our network that was unknown to the Town as well as our third-party network provider. This flaw prevented certain devices from connecting to the Town's system as the Town implemented upgrades.

Once aware of the problem, Town staff worked in coordination with our third-party providers to resolve the issue. Despite the best efforts of all involved, the Town understands the implementation of a solution did not come quickly enough for many. For that, we apologize.

The Town recognizes the importance of internet access in an increasingly interconnected world and economy. The Town will continue to strive to provide exceptional internet service, and the Town will attempt to implement upgrades on off-hours to minimize impacts on residents’ internet use. The Town is also revising its internal protocols with respect to how it responds to similar incidents in order to enhance our communication with the public in the event there are future infrastructure failures.

Thank you,

Paul Wisor
Interim Town Manager