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3,500 Frontier customers in Snohomish lose phone, high-speed internet

About 3,500 customers in the Snohomish area lost high-speed internet and landline phone service after someone intentionally damaged telecommunications cables and equipment at a Frontier Communications facility, a company spokesman told KOMO News. (Photo: KOMO News)

SNOHOMISH, Wash. - About 3,500 customers in the Snohomish area lost high-speed internet and landline phone service after someone intentionally damaged telecommunications cables and equipment at a Frontier Communications facility, a company spokesman told KOMO News.

The outage could last an "extended number of days" as technicians work to repair the damage, said Frontier Communications spokesman Javier Mendoza. In the meantime, affected customers are advised to use a cell phone if they need to call 911, Mendoza said.

Frontier customer Erika Valberg noticed there was a problem with her landline service when she tried calling her neighbors to offer some grapes from her garden.

"I tried to call on the home phone and I wasn’t able to get through. I got the ‘All circuits are busy’ message. So, I tried my cell phone and it wouldn’t go through with that either," Valberg said.

Crews restored service to more than 500 high speed internet customers, including Valberg, on Monday afternoon in the following areas: Cathcart, Duvall, Echo Lake, Murphy’s Corner and Paradise Lake, Mendoza told KOMO News at around 6:30 P.M. Monday.

FiOS services via fiber-optic lines are not affected.

Shari Ireton of the Snohomish County Sheriff's Office said the damage was found at about 8 a.m. Monday at a communications substation at the 9100 block of 180th St SE. No suspects have yet been identified.

Rob Keasal and his wife, who live nearby, woke up to an extremely loud noise coming from the substation early Sunday morning.

"It’s a little scary," Keasal said. "If they were going after the copper, I could kinda understand that. But if they’re going to damage things, that’s a whole different ball game and really kinda frightening."


Law enforcement agencies are investigating the damage. Anyone with information is urged to contact the Snohomish County Sheriff’s office tip line at 425-388-3845 or Frontier’s Security Operations Center at 800-590-6605.

The damage at the substation also disrupted service at several Verizon cell sites, a spokeswoman for Verizon told KOMO News. Some Verizon customers around Snohomish and Port Angeles had problems Sunday night, she said. Their service was restored by Monday afternoon, she added.

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