[outages] CenturyLink Outages this morning

Fri Dec 28 09:55:54 EST 2018

Massachusetts emergency management agency (MEMA) sent this out this morning
and followed up at 0736 that the issues had been resolved.

*Massachusetts Emergency Management Agency*
------------------------------

*Massachusetts Emergency Management Agency*

*Situational Awareness Statement*

*December 28, 2018  7:00 AM*

*Re: Cellular 911 Experiencing Technical Difficulties and Sporadic Outages*

The Massachusetts Emergency Management Agency is sharing the following
information from the Commonwealth Fusion Center (CFC) with our local
partners and stakeholders.  MEMA also is in touch with the State 911
Department.

*From the Commonwealth Fusion Center*

*Situation:*

A nationwide outage affecting CenturyLink, an Internet communications
company, is impacting wireless 911 call capability in various parts of the
country. We believe Massachusetts has been impacted by the outage and urge
residents using cellular phones, if necessary, to contact emergency
first-responders by using the full 10-digit number of a public safety
answering point emergency call center (PSAP) or their local police
department.

The Massachusetts State Police operate three regional PSAPs and a fourth is
staffed by State 911 at MSP headquarters in Framingham.
Residents using a cell phone to call for emergency services should first
try to dial 911, and if it does not work, instead call one of these four
10-digit numbers:
Shelburne Control PSAP 413-625-8200
New Braintree Control PSAP 508-867-1170
Northampton Control PSAP 413-586-1508
Framingham PSAP 508-820-2121.

Residents using cell phones may also, if dialing 911 does not work, may
call the 10-digit general number of their local police department. They may
also call the 10-digit number of a State Police Barracks in their area
(search for barracks location and phone numbers on the MSP web site at
www.mass.gov and search for State Police locations).
Other agencies operate additional PSAPs in Massachusetts beyond those
listed above.

The outage seems to only be affecting wireless 911 calls; landline calls to
911 appear to be working.

CenturyLink has indicted it is working on repairing what the company called
a “network element” that is causing the problem.

 *MEMA Operations*

The State Emergency Operations Center (SEOC) is currently operating at
Level 1 (Steady State Monitoring). MEMA will continue to monitor the
situation and will disseminate additional Situational Awareness Statements
as necessary. Cities and towns wishing to share information or request
assistance should contact their MEMA Regional office or MEMA’s 24/7
communications center at 508-820-2000.

 *Stay Informed:*

Utilize *Massachusetts Alerts* to receive emergency notifications and
information from the Massachusetts Emergency Management Agency and the
National Weather Service.  *Massachusetts Alerts* is a free app that is
available for Android and iPhones. To learn more about *Massachusetts
Alerts*, and for information on how to download the free app onto your
smartphone, visit:
http://www.mass.gov/service-details/massachusetts-alerts-smartphone-app.

Utilize MEMA’s real-time power outage viewer to stay informed about current
power outages in your community and region, and across the state, including
information from utility companies about restoration times:
http://mema.mapsonline.net/public.html

Utilize MEMA’s live weather radar and forecasting tools:
http://www.mass.gov/map-resources

*Online Resources:*For additional information and resources, visit:
Massachusetts Emergency Management Agency at www.mass.gov/mema
MEMA's Facebook page: http://www.facebook.com/MassachusettsEMA
MEMA Twitter: @MassEMA <http://twitter.com/massema>
Federal Emergency Management Agency at www.fema.gov
National Weather Service Boston/Norton at www.weather.gov/boston
National Weather Service Albany, NY at www.weather.gov/albany
National Weather Service Weather Prediction Center:
http://www.wpc.ncep.noaa.gov
National Weather Service Storm Prediction Center:  http://www.spc.noaa.gov/
Mass211 at www.mass211.org

------------------------------

This message has been sent from MEMA's ESF Team Listserv.
To unsubscribe from this listserv, call MEMA Operations at (508) 820-2000.

+1.781.300.0000

On Fri, Dec 28, 2018 at 9:52 AM Matt Brennan via Outages <
outages at outages.org> wrote:

> Most public safety agencies in Massachusetts posted on Facebook and
> Twitter between 6 AM and 8 AM EST about wireless 911 outages caused by
> CenturyLink. It was affecting wireless routing, so some calls were being
> misrouted to other towns, or even other states; some callers were getting
> reorder tones or other error messages. The problem was reported to be
> resolved prior to 8 AM EST.
>
> Seeing reports from PSAP's that the issue started again in the last 15
> minutes.
>
> This is wireless only. Landline 911 calls were / are not affected.
>
>
> On Fri, Dec 28, 2018 at 9:32 AM Mel Beckman via Outages <
> outages at outages.org> wrote:
>
>> Don't be a fear monger. I searched Facebook and found *three* posts about
>> 911 outages, all of them simply reposts of local news stories.
>>
>> Facebook is not "blowing up".
>>
>> Sheesh!
>>
>> [image: image1.PNG]
>>
>> -mel via cell
>>
>> -mel via cell
>>
>> On Dec 28, 2018, at 5:23 AM, Josh Luthman via Outages <
>> outages at outages.org> wrote:
>>
>> Facebook is blowing up with 911 outages and claiming it's CenturyLink to
>> blame.
>>
>> Josh Luthman
>> Office: 937-552-2340
>> Direct: 937-552-2343
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>> On Fri, Dec 28, 2018, 2:09 AM Erik Sundberg via Outages <
>> outages at outages.org wrote:
>>
>>> Maybe light at the end of the tunnel...
>>>
>>>
>>>
>>> latest we got from Centurylink was at 10:45pm CST.
>>>
>>> Our engineers and technicians have identified the network element that
>>> has affected our customer services. Services are restoring, and the current
>>> estimated time for full recovery is four hours.
>>>
>>> CenturyLink will be conducting an extensive post-incident investigation
>>> and root cause analysis to provide follow-up information to our customers
>>> impacted by this event. We will provide one more Sales Alert from this
>>> address once services are fully restored.
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> *From:* Rich Breton <richdbreton at gmail.com>
>>> *Sent:* Thursday, December 27, 2018 2:59 PM
>>> *To:* Christopher Conley <CConley at forsmarshgroup.com>
>>> *Cc:* Erik Sundberg <ESundberg at nitelusa.com>; outages at outages.org
>>> *Subject:* Re: [outages] CenturyLink Outages this morning
>>>
>>>
>>>
>>> I understand that the transport waves went out first, and then they try
>>> to reroute to something in Arizona that begin introducing all of the
>>> broadcast traffic. How legit that is I’m not sure
>>>
>>> Sent from my iPhone
>>>
>>>
>>> On Dec 27, 2018, at 12:58 PM, Christopher Conley via Outages <
>>> outages at outages.org> wrote:
>>>
>>> > Finally received something useful from centurylink… I have more
>>> questions now like how broadcast traffic effect 4x Transport waves.
>>>
>>>
>>>
>>> Ineptitude.
>>>
>>>
>>>
>>>
>>>
>>> Christopher Conley
>>>
>>> Systems Administrator |  Fors Marsh Group
>>>
>>> Arlington, VA
>>>
>>>
>>>
>>> *From:* Outages <outages-bounces at outages.org> *On Behalf Of *Erik
>>> Sundberg via Outages
>>> *Sent:* Thursday, December 27, 2018 2:46 PM
>>> *To:* outages at outages.org
>>> *Subject:* Re: [outages] CenturyLink Outages this morning
>>>
>>>
>>>
>>> Finally received something useful from centurylink… I have more
>>> questions now like how broadcast traffic effect 4x Transport waves.
>>>
>>>
>>>
>>>
>>>
>>> Update:
>>>
>>> On December 27, 2018 at 02:40 GMT, CenturyLink identified a service
>>> impact in New Orleans, LA. The NOC is engaged and investigating in order to
>>> isolate the cause. Field Operations were engaged and dispatched for
>>> additional investigations. Tier IV Equipment Vendor Support was later
>>> engaged. During cooperative troubleshooting a device in San Antonio, TX was
>>> isolated from the network as it was seeming to broadcast traffic consuming
>>> capacity, which seemed to alleviate some impact. Investigations remained
>>> ongoing. Following the isolation of the San Antonio, TX device
>>> troubleshooting efforts focused on additional sites that teams were
>>> remotely unable to troubleshoot. Field Operations were dispatched to sites
>>> in Kansas City, MO, Atlanta, GA, New Orleans, LA and Chicago, IL. Tier IV
>>> Equipment Vendor Support continued to investigate the equipment logs to
>>> further assist with isolation. Once visibility was restored to the site in
>>> Kansas City, MO a filter was applied to the equipment to further alleviate
>>> the impact observed. All of the necessary troubleshooting teams in
>>> cooperation with Tier IV Equipment Vendor Support are working to restore
>>> remote visibility to the remaining sites at this time. We understand how
>>> important these services are to our clients and the issue has been
>>> escalated to the highest levels within CenturyLink Service Assurance
>>> Leadership.
>>>
>>>
>>>
>>>
>>>
>>> *From:* Outages <outages-bounces at outages.org> *On Behalf Of *Bruce
>>> Freshwater via Outages
>>> *Sent:* Thursday, December 27, 2018 1:24 PM
>>> *To:* outages at outages.org
>>> *Subject:* Re: [outages] CenturyLink Outages this morning
>>>
>>>
>>>
>>> CenturyLink finally acknowledged:
>>>
>>> Great Lakes Region CenturyLink Partners/Agents:
>>>
>>>
>>>
>>> FYI. Our network is experiencing a disruption affecting customer
>>> services. Customers are currently unable to generate tickets through the
>>> Control Center portal.
>>>
>>>
>>>
>>> We know how important these services are to our customers, and we are
>>> working to restore services as quickly as possible.
>>>
>>>
>>>
>>> Our technical teams are working to resolve the issue, and we will
>>> provide updates as the situation progresses.
>>>
>>>
>>>
>>>
>>>
>>> -bruce
>>>
>>>
>>>
>>>
>>>
>>> On Thu, Dec 27, 2018 at 10:16 AM -0500, "Erik Sundberg via Outages" <
>>> outages at outages.org> wrote:
>>>
>>> So it's a bad day for centurylink.
>>>
>>>
>>>
>>> The lady who answered the phone for there NOC said that we are having a
>>> nation wide outage and we are unable to open tickets at this time. Please
>>> call be in 60-90 mins.
>>>
>>>
>>>
>>> She had no info on what was going on
>>>
>>>
>>>
>>>
>>> ------------------------------
>>>
>>> *From:* Michael Bolton <mbolton at holmeselectricsecurity.com>
>>> *Sent:* Thursday, December 27, 2018 8:55:03 AM
>>> *To:* Erik Sundberg; outages at outages.org
>>> *Subject:* RE: CenturyLink Outages this morning
>>>
>>>
>>>
>>> Seeing the same in NC. Circuits are up but the routing between POPs has
>>> changed and we are seeing higher than normal latency.
>>>
>>>
>>>
>>> VoIP portal is down also. Allows you to login but you cannot make any
>>> changes or view any details.
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> *From:* Outages <outages-bounces at outages.org> *On Behalf Of *Erik
>>> Sundberg via Outages
>>> *Sent:* Thursday, December 27, 2018 9:45 AM
>>> *To:* outages at outages.org
>>> *Subject:* [outages] CenturyLink Outages this morning
>>>
>>>
>>>
>>>
>>>
>>> *CAUTION:* This email originated from outside of the organization. Do
>>> not click links or open attachments unless you recognize the sender and
>>> know the content is safe.
>>>
>>> We are seeing a lot of centurylink circuits and services down this
>>> morning.
>>>
>>>
>>>
>>> Centurylink Control Center portal comes up but auth failing unable to
>>> login
>>>
>>>
>>>
>>> Waves down or bouncing
>>>
>>> Denver - Seattle (Bouncing)
>>>
>>> Denver - Chicago (Bouncing)
>>>
>>> New York - Los Angeles (Down)
>>>
>>> Chicago - Atlanta (Down)
>>>
>>>
>>> ENNI Down in Denver (Down)
>>>
>>>
>>>
>>> Still tying to open tickets with them there portal is not working and
>>> stuck on hold right now.
>>>
>>>
>>>
>>>
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>>>
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