The reported issue with the outage stems from MetTel’s lack of escalation and support at the LEC level to restore the outage.
Beginning 5/23/25 – 6/2/25 CACI has created and escalated repair tickets to MetTel without success.
5/23/25
Consolidated Analysis Center Inc. (CACI) received the ticket on 5/23/2025 at 2:36 pm. After isolation, at 3:03pm CACI found that our MetTel Protal Intermapper was showing that the phone service circuit was down.
CACI created MetTel repair ticket 10122119 at 3:26pm to repair the circuit. Escalation and priority placed immediately due to ongoing fire incident support in the ticket as well the following description: “This site is operating a fire dispatch center 7 days a week, and is a high priority.”
MetTel created their own circuit down escalation as well under a separate repair ticket 10119410 noting that “34.NBBT.106674 Serial Number Device Outage Event occurred at 5/23/2025 02:55:03 AM EST. “ CACI placed in their self-generated ticket again pictures of the AdTran showing the Orange LED status lights, and with a note to “Please escalate this ticket as it is supports a fire dispatch which is 7 days a week now as they go into fire season. “
Local Radio Tech power cycled the Adtran device which supplies the phone service to the Mitel PBX. This did not return phone service to the site. LMR POC sent pictures of the front of the Adtran which had LED status indicators showing in Orange, rather than in Green for normal operation. CACI placed pictures of that into the MetTel ticket 10122119 for their review on 4:18pm the same day of the outage. At that time, MetTel had all the information needed to work on the issue of the outage.
5/27/25
On May 27th, 2025, CACI reviewed incident and there was not much activity in the ticket notes, CACI placed a reminder again in the ticket #10122119 that “This is a site with a dispatch open 7 days a week as noted previously in the ticket. Please call radio tech for current phone status update. Please do continue efforts/dispatches if necessary to restore this site’s phone service ASAP”
5/29/25
May 29th in the morning, CACI added to the ticket the notes “ We need to ESCALATE THIS TICKET as site has a fire dispatch and been without phone service now for 6 days. Please advise. This may be turned into a FS with a ‘SAFENET’ filed if it’s not resolved ASAP. Please continue vigorously efforts towards resolution, thank you! “
5/30/25
On May 30, MetTel ticket notes indicated attempts to contact the carrier to work the issue and work out who to dispatch to the site. However, on May 30th, note in ticket said “Per Engineers Request – Due to Adtran RMA we have cancelled todays dispatch for LIT and TAM – We have rescheduled Dispatch with vendor CTS for Monday 6/2/2025.
6/2/25
CACI did not see further notes regarding a dispatch. CACI have asked in the 10122119 MetTel ticket if a dispatch to the site has been scheduled. No response as of close of business.
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