UPDATE: Cut Cable Line Knocks Out WOW! Service Sunday in Dearborn, Heights
WOW was working to repair the line Sunday afternoon.
Update, 1 p.m. Jan 7: The City of Dearborn tells Patch that there was no water main break on Sunday in Dearborn, nor was the Dearborn Water Department working on a water main at the time.
The City of Dearborn Heights has confirmed that they cut the WOW! fiber optic line on Sunday while working on a water main on Gulley Road, which is on the border of the two cities.
However, the city added that the reason their workers cut the line is because its location had not been property marked by WOW!
Per state law, an individual, contractor or municipal entity looking to dig for any kind of underground work must call to have utility lines marked. The City of Dearborn Heights reports that it did so for this work, and that all lines were properly marked except WOW!
DiNardo confirmed that WOW did not mark the lines.
He explained that their automated system filters out all Miss Dig requests based on whether the company's cable lines in that area are above or below ground. The Gulley Road dig request from the City of Dearborn Heights was mistakenly filed as not needing to be marked, although the street has both above and below ground cable lines.
Update, 10 a.m. Jan. 7: WOW! Michigan General Manager Robert DiNardo said Monday that "the city Water Department, in the midst of fixing a water main break, cut our fiber optic cable" on Sunday.
This caused all internet, cable television and phone service to be lost for WOW! customers in the Dearborn area. DiNardo could not give an exact number of affected customers, but said that it was isolated to Dearborn and Dearborn Heights.
"A good portion of the city that has our service was out yesterday," he said, adding that WOW! workers put a temporary fix in place to bring service back Sunday afternoon.
The cable will need to be replaced entirely, but DiNardo said that's something workers could do late at night, so as not to disrupt service again.
A separate issue with WOW! cable TV service "affected more of our customers" between 8-10 p.m. Sunday night, DiNardo said.
That issue was isolated, he added, and is fixed.
Update, 10 p.m.: While Dearborn-area WOW! customers regained their service after a cable was accidentally cut Sunday, users across Michigan were reporting that their cable TV was not working as of 9 p.m.—including in Dearborn.
Customers said that this has been an ongoing issue with the WOW! service.
Watch Dearborn Patch for updates on the issue Monday.
Update, 8 p.m.: Some customers were reporting that their service was back up as of 7 p.m. Sunday, but others said they have not had cable, internet or phone service all day.
Outages were reported in Dearborn, Dearborn Heights and Taylor, though not all WOW! customers in those cities were affected.
Several WOW! customers said on Facebook that Sunday's outage capped a month of spotty service, with pixelated cable TV and other outages reported.
"I've had great service for 5+ years with WOW," said Ali K. Bazzi on the Dearborn Patch Facebook page, "but the last few months have been terrible."
An unknown number of Dearborn-area WOW! customers were left without cable, internet and phone usage on Sunday after one of the company's local lines was cut.
WOW! explained on its Facebook page Sunday around 2 p.m. that the outage was caused by another utility company accidentally cutting one of their lines in Dearborn.
Attention Michigan Customers: There is a major fiber line cut in the Dearborn area impacting some customers. We have crews on site and will keep you posted. Currently, I have no information on how it was cut, but am waiting for additional information.
As of 3 p.m. Sunday, service was still out for WOW! customers.
Correction: This article originally reported that the cut cable line was located within the City of Dearborn. We have since learned that the cable was along Gulley Road in Dearborn Heights.