Maintenance & Outages

We will update any unplanned outages as soon as possible.

If you experience issues with your services after the maintenance window please contact technical support at 1-800-442-8664.

Location
Type Affected Areas   Affected Services  Start Time Details
 All Locations Scheduled Maintenance  All Areas  Stream TV  February 21 at 2:00 AM

Customers on Stream TV will experience a brief 5-minute outage to Stream TV services for scheduled maintenance between the hours of 2:00 AM and 2:30 AM.

Remote control setup will be needed after the maintenance is complete. Visit our support page or call us at 1-800-442-8664 for assistance.

Haida Gwaii Subsea Fibre Break Masset, Old Massett, Skidegate, Tlell

Internet will experience slower speeds.

TV services will not be available. 

December 24, 2023 

 

Outage Updates

  • Haida Gwaii Service Disruption

    Date & Time   Update
     February 20th
    2:00 PM
    Our teams continue to coordinate repairs in line with safe weather windows.
     

    February 15th

    11:45 AM

    Crews continue to plan the full repair of our subsea cable in line with safe weather conditions. 
     

    February 12th

    3:45 PM

    Crews are on-site and ready to complete repairs when a safe weather window is available.

    February 6th

    3:45 PM

    Our team will be performing network maintenance this evening between 4:30 - 5:30 PM. During this window, you will experience a brief outage of up to 5 minutes to your CityWest services. 

    February 5th

    9:00 AM

    The team resumed repairs over the week to the fibre-optic cable. Remediation could not be completed due to weather. Repairs will resume during the next available weather window.

    February 2nd

    11:30 AM

    Crews are on-site and ready to complete repairs when a safe weather window is available.

    January 30th

    3:00 PM

    Crews remain ready to complete repairs while we wait for a safe weather window. 

    January 26th

    4:00 PM

    Crews remain ready and onsite. We are actively monitoring the weather and are waiting on it to stabilize before resuming repairs. 

    January 24th

    12:00 PM

    An update to our Haida Gwaii customers regarding the cause of the disruption, and the steps we are taking to improve connectivity is available to read here.

    January 23rd 

    11:15 AM

    Crews are ready, but are waiting on sea conditions to stabilize before resuming repairs in a safe manner.

    January 19th

    4:00 PM

    Crews continue to plan the full repair of our subsea cable in line with safe weather conditions. 

    January 17th

    10:20 AM

    Our backup link is back in service and operational.

    January 17th

    9:40 AM

    Our backup link is currently down. Our internal teams are investigating and hope to have this resolved soon. 

    January 16th

    11:00 AM

    Customers will be receiving a full credit on their upcoming bills due to this disruption.  

    January 11th

    2:30 PM

    Unfortunately, as a result of continued unsanctioned fishing activity on the Haida Gwaii subsea fibre line, crews were unable to complete repairs to our subsea cable by the previous estimate of January 10th.

    Our teams continue to coordinate repairs in line with safe weather windows. There is no ETR at this time.

     January 8th

    3:30 PM

    Our teams are actively monitoring weather conditions and waiting to complete repairs.

    Due to changing weather, we do not currently have an estimated time for restoration.

     

     January 7th

    9:30 AM

     Repairs on the subsea cable will resume today.

    January 5th

    4:00 PM

     

    Crews will be on-site Saturday, January 6th to resume repairs.

    Pending weather conditions, we expect to have a full restoration of services before the end of the weekend.

    January 3rd

    4:45 PM

     In recognition of this uncontrolled event, CityWest will be offering discounted services to all impacted customers on Haida Gwaii following the full restoration of services.

    January 3rd

    4:00 PM

     

    The team is planning to do some preliminary prep work on January 4th.

    We are waiting on a safe weather window to complete a full repair on-site later this week.

    December 31st

    2:00 PM

     Crews began repair work this morning, but due to adverse weather conditions and safety concerns, were unable to complete the necessary repairs.

    Crews are waiting on a safe weather window to return to site.

    December31st

    8:30 AM

     Repairs are scheduled to begin today. We anticipate a safe weather window to complete repairs safely. However, crews will be monitoring conditions to ensure that work can be completed in a safe manner.

    December 28th

    9:00 AM

     

    Our dedicated crews have been mobilized and are currently awaiting a suitable weather window to safely access the affected area.

    As of now, we anticipate that this weather window will be available on Sunday, December 31st, and we are fully prepared to dispatch our crews accordingly. 

    December 26th

    5:30 PM

     Teams are working on a repair plan and coordinating travel to island. Not current ETR.