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Thursday, February 14, 2013

Router problem rattle FairPoint DSL in New Hampshire, Vermont and Maine

A failed card in a router that handles Internet traffic for parts of Maine and New Hampshire caused widespread problems Wednesday and Thursday, worsened by difficulties some people had re-authenticating their accounts, according to FairPoint.

FairPoint spokesman Jeff Nevins said the card failed in Portland, Maine, on Wednesday afternoon, and automated backup failed.

“It went to the backup, which kicked it back to the faulty card,” he said.

The issue was fixed by late Wednesday afternoon but “when people started re-authenticating, there were some issues with people trying to get back on,” said Nevins.

“That’s something we’re looking into, looking at the root cause.”

Customers calling the company’s toll-free tech-support line heard recordings saying that “connectivity issues” existed in all three northern New England states where FairPoint is the telephone provider, including Vermont.

It recommended rebooting all home network equipment, leading to re-authenticating in which a telephone number must be added to demonstrate that the connection is legitimate.

Nevins said nobody in Vermont lost Internet connection, but some had to re-authenticate their accounts, which led to problems.

“If anybody is continuing to have problems, they should call us,” he said.

The company’s support line is 1-800-240-5019.