WOW, Comcast give updates on service restoration across CSRA

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AUGUSTA, Ga. (WRDW/WAGT) - Power is back on for the vast majority of people In Augusta, but restoration of cable and internet service is lagging behind that.

Students and teachers at five elementary schools in Richmond County will return to the classroom Wednesday without working internet.

40 percent of WOW customers are still offline even though the network is now 100% operational.

The problem now, however, is on the ground. The hurricane destroyed much of the network infrastructure and rebuilding is a tedious process.

A line of torn-up fiber is longer than the line of traffic on Wheeler Road.

Shayne Johnson and his crew with Alpha Fiber Communications are rebuilding the network of lines that brings internet to WOW customers.

“The problem is there is a big backbone in the package that goes from a node to the homes and anytime you interrupt that it basically interrupts the entire system,” said Johnson. “So, there is no feed getting from the home to go down the street because there is no feed at the end of the street.”

Even though WOW’s system is back operational, without connection to nodes there’s no connection to the internet.

Liz: “Where is the hardest hit you’ve seen so far?”

Tom Hayes, foreman at Alpha Fiber Communications: “Right here.”

“First thing is getting out here and setting up all your safety control and then getting in control of traffic is extremely difficult,” said Hayes. “Then we start bringing in our new wires and save as many as possible. As you can see it’s a mess out here and this is what we are dealing with on almost every road we are on.”

Hayes says his crew will have fiber internet back online at this section of Wheeler Road by Wednesday morning

Liz: “How long do you think you will be here?”

Johnson: “A couple of months.”

One of the first of many sections still to go.

“Most of the system, Comcast and WOW, the majority of it needs to be rebuilt,” said Johnson.

WOW doesn’t have a date when they expect the internet to be restored.

Comcast has bumped the date back they have given us twice.

But boots on the ground, the guys rebuilding the network itself, expect to be working in Augusta for the next two months.

Comcast said Monday it has nearly 300 crews continuing to work around the clock, seven days a week to restore damage to its network. Like the electric utilities, Comcast has brought in crews from other states to help.

The company says service has been restored to 77% of Comcast Business and Xfinity customers across the CRSA.

The company expects by Oct. 24 to restore the network and service to 90% of customers in Augusta, Martinez and Aiken.

Restoration is expected by Oct. 17 in Appling, Harlem, Louisville, Thomson, Waynesboro and the Windsor Spring area of south Augusta.

PHOTO GALLERY | COMCAST WORKS TO RESTORE SERVICE:

That depends on several factors, such as:

• Remaining commercial electricity restoration to the network.
• Crews’ ability to access the locations.
• Whether debris will hinder construction and connection work.

The company is asking for residents’ help.

Its teams are having to return to areas previously restored due to accidental fiber cuts to newly placed lines. If you’re cleaning up debris, avoid any lines because you may knock out service to yourself or others.

Comcast said it also has opened 11,715 public Xfinity hotspots in the area. Everyone, whether a customer or not, can access these hotspots. To learn how to get connected, please visit this page. Only hotspots with power service will be active.

To find the hotspots and learn how to connect, visit https://south.comcast.com/2024/09/27/comcast-opens-xfinity-wifi-hotspots-for-helene.

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