9/4/25 - 9/10/25 - Network Outage in Mountain View (Bedford Square) - Resolved

10:30 AM: We are currently seeing a partial network outage in the the Bedford Square area in Mountain View. Customers in the area may experience no internet connection. Our team is currently investigating and we will provide updates as more information becomes available.

12:44 PM: Our engineering team is dispatching a technician to the field. The technician is scheduled to arrive on-site by 2:00 PM to begin repairs. We will provide further updates as work progresses.

2:55 PM: Our engineers and field technicians have determined the cause of the network outage and are making the appropriate repairs.

4:45 PM: Technicians are still on site working on repairs with our network engineers. We are working as fast as possible to restore services. 

5:30 PM: It has been determined that the Paxio fiber line needs repair, and Paxio is working on the issue. We are waiting for an ETR from their network team. Once we have this information, we will send out an update. 

8:30 PM :We sincerely apologize for the ongoing disruption and understand how frustrating this is, thank you for your patience regarding this.
Paxio's network team has informed us they will be on site tomorrow morning to complete the repairs to the cut fiber line.

9/5/25

Friday Morning -  Sail Internet and Paxio technicians are currently working on fiber repairs.
This work is taking place on both ends of the fiber, and technicians will be on-site at Bedford around 9:30 AM. Due to the nature of the issue, we are unable to provide an estimated time for completion at this moment.

11 AM: Paxio technicians have discovered which node has the break in the fiber and has sent a technician to this site. This is not on the Bedford property. If a spare fibeline is available the repairs should be completed today.

1 PM: Paxio is working with another vendor to complete repairs and have not been able to provide an ETR. Efforts to restore service are still ongoing. 

3 PM: The cut fiber has been located about 4 miles from Bedford. No spare fiber cables are available to use. The Paxio technicians are making attempts to complete repairs today but this make take longer and go into tomorrow. 

5 PM:  Due to the nature of the damage, the repairs will not be completed today. Work will resume tomorrow, and we will continue to send updates when more information comes in. 

9/8/25

Monday Morning - Waiting for updates from Paxio technicians on the status of the repairs. 

This has been escalated and current ETR to fix the fiber is tomorrow 9/9/25 during the day if everything goes well. 

Update: Paxio has given us an estimated time of repair of Tuesday, 9/9, 2 PM. 

9/9/25

Paxio has given us an update on the current status of the repairs. The repairs will not be completed today and are estimated to be completed by Wednesday afternoon. 

9/10/25

Paxio has informed us that repairs are ongoing, and we are looking for further updates on what time this will be completed. If they give us a new estimated time of repair, we will send out notice. 

1:30 PM Resolved: Reports from the repair team suggest the issue has been fixed. If you are having any further trouble with your connection please contact the support team at support@sailinternet.com.