Longview cable customers experiencing Internet, phone problems - KYTX CBS 19 Tyler Longview News Weather Sports

UPDATE: Longview-Kilgore Cable TV issues statement about Internet, phone problems

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UPDATE: The following statement was released this morning by Lori Haight, vice president of marketing and client care for Longview and Kilgore Cable TV's parent company in Little Rock, Ark.:

"There was an intermittent connectivity issue that was an obscure problem located on the Internet backbone. Many engineers and techs worked for several days to isolate it and it turned out to be a bad card in Sprint's Internet transmission facility in Ft Worth, TX.  After the faulty equipment was identified, it was fixed quickly and the issue has been resolved. We regret the inconvenience and understand the impact this on our on subscribers during these days.  Our subscribers can contact Customer Service at 1-800-903-0508 with any questions or concerns regarding their specific account from 7:30A to 9P – M-F and 9A-9P on Saturday or visit www.longviewcabletv.com and chat on-line with a representative."


LONGVIEW/GREGG COUNTY (KYTX) - Longview and Kilgore Cable TV, a primary cable TV and high speed Internet provider in Gregg County, says a "bad broadband receiver module" is causing intermittent connection and packet loss problems for business and residential customers, according to its Facebook page.

A Longview business owner and resident who wished not to be identified said his business is unable to fully load web pages, and that phone calls are being disconnected mid-conversation. He said the problem has lasted about a week.

At about 9:20 Friday morning, the company said on its Facebook Page that there is not an estimated time on when the repairs will be completed.

Calls to the company were not immediately answered, as a recording said the Little Rock, Ark.-based company is experiencing heavy call volume Friday morning. Attempts to access the company's web page - www.longviewcabletv.com - have been unsuccessful because the company's server is "taking too long to respond."

"The problem causing the frequent disconnects have been tracked back to the Internet backbone and their engineers are now involved," the company said on its Facebook page Thursday afternoon. "As some repairs are made, other repairs are being identified and unfortunately the disconnects have become more frequent while they are working on it."

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