Juneau area residents experience area-wide internet outage, due to a problem with underwater cable

A raven sits next to a millimeter wave, high-capacity wireless backhaul on top of the Marine Park pavilion in downtown Juneau with the Celebrity Eclipse moored nearby on Aug. 15, 2019. The device connects a wireless hotspot in the pavilion to the internet, which the Juneau Public Library provides through SnowCloud Services during the cruise ship season, paid for with cruise ship passenger taxes.
A raven sits next to a millimeter wave, high-capacity wireless backhaul on top of the Marine Park pavilion in downtown Juneau in 2019. (Photo by Jeremy Hsieh/KTOO)

Juneau and Douglas residents started reporting internet outages around 1 p.m. on Thursday.

About an hour later, Alaska Communications posted an update on its Twitter account, saying it was experiencing phone, internet and data outages and that its top priority was to restore service as quickly as possible.

Around the same time SnowCloud Services, a local internet provider, announced that a statewide outage was causing disruption in its service.

Several GCI customers reported still having a connection.

The phone line issue also affected the Juneau Police Department. For a short period of time, people needing to call 9-1-1 would’ve been unable to do so. City officials later said 9-1-1 was operational again, but that JPD phone lines were still down.

The city’s COVID-19 hotline was also unavailable for the afternoon, due to the phone problems.

Later in the day, Alaska Communications said on Twitter that the issue was related to an underwater fiber optic cable. Service was restored early on Friday morning.

This story has been updated. A previous version of this story said that the outage started on Wednesday and that service was restored on Thursday. It started on Thursday and was restored on Friday morning at 3:20 a.m. The story has been corrected.