Service Updates

Make sure to check back here often, as we'll post service updates here first. Better yet, follow us on twitter to get the latest updates as they happen to your mobile device.

Service Bulletin Re: COVID 19

New installations & In-home consultations suspended until further notice

In support of the effort to contain the spread of the COVID-19 virus, South Island Internet is suspending in-home consultation and support, including new installations, until further notice. We recognize that in times like these having reliable access to the internet is vital, and we have enacted self-distancing, wearing gloves, sanitizing equipment and other protocols during recent installs, but we feel that in the current climate it's better to just wait this out and not subject our staff or valued customers (existing and future) to further risk.

We remain available at the service desk and will continue to monitor and maintain the network for the benefit of all our isolated customers. Any questions or concerns please contact us at (778) 402-0005 or support@southislandnet.com.

Posted 2020-03-22 02:39 PM

Outage Restored

Saturna North - Equipment Failure

Mt. David AP backhaul has been restored and all client radios are reconnected. We will continue to monitor the situation. We feel that this outage was related to the lightning strike so we are going to schedule the other end of the link for replacement at our next maintenance climb on the tower. That will result in a planned outage but given the COVID 19 situation that will be at least a few weeks away and we will send notice in advance as usual.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-03-25 11:01 AM

Outage

Saturna North - Equipment Failure

The AP on Mt. David on Saturna is offline. We're heading over to the site now to assess. We'll advise shortly. Thanks for your patience and sorry for the inconvenience.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-03-25 09:53 AM

Outage

Mt. Warburton, Magic Lake, Saturna North - Lightning Strike

Just had a direct lightning strike hit our main AP tower at Mt. Warburton this morning at roughly 7:45. All equipment rebooted successfully but we will be monitoring the situation closely.‬ 

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-03-25 08:20 AM

Outage Restored

Mt. Warburton, Magic Lake, Saturna North - Equipment Failure

We have confirmed that the backup generator did in fact kick in but a Telus side device lost power momentarily when the power switched over to the generator, and didn’t come back up properly. We’ve identified it as SPoF and will take steps to mitigate the issue for the future.  

Most clients have not reconnected as the power on Saturna, Pender, Mayne remains out as of this posting, but if you have backup power running now and still can’t connect to the internet, please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-03-14 11:58 AM

Outage Update

Mt. Warburton, Magic Lake, Saturna North - Backup Power Failure

After performing an initial assessment, it appears that the generator that provides backup power at the Warburton site has failed. Our on-site batteries only provide 4 hours of backup power and are designed to provide secondary power in the event of brown outs or other short-term events when switching back and forth between main power and the generator.

These batteries have been depleted as they have been supplying power since approximately 4am. We are contacting the landlord to get a status update on the generator, but in the meantime we are dispatching a portable generator to the site to restore power.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-03-14 8:33 AM

Outage

Mt. Warburton, Magic Lake, Saturna North - Equipment Failure

We are experiencing an equipment failure at our principal access point at Warburton pike, which failed early this morning. A crew is being dispatched to evaluate the situation and I will be reporting on our progress until we are back up.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-03-14 8:33 AM

Outage Restored

Magic Lake East - Equipment Failure

Faulty equipment was replaced with temporary unit; Anticipate additional maintenance window TBA to install replacement.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-02-19 12:33 PM

Outage

Magic Lake East - Equipment Failure

The access point at Magic Lake delivering service to the south and eastern parts of South Pender and Saturna Islands is currently in a fail state. Technicians have been dispatched to repair or replace the unit but won't be on site until noon today. Sorry for the inconvenience and thanks for your patience. Please watch this site for continued updates.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-02-19 09:10 AM

Outage Window Closed

Mt. Warburton Access Point - Equipment Update

The equipoment upgrades were performed and all radios are functioning at optimal levels.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-01-24 12:20 PM

Planned Outage 2020-01-24 9:00AM

Mt. Warburton Access Point - Equipment Update

The work scheduled for today (see below) has been moved to tomorrow due to bad weather. 

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-01-23 09:15 AM

Planned Outage 2020-01-23 9:00AM

Mt. Warburton Access Point - Equipment Update

Due to some emergency work scheduled for another tenant on the tower tomorrow, there will be climbers available to perform some outstanding maintenance tasks to our network. We have standing plans to upgrade components on several segments of our network at the first opportunity, so we are going to take advantage of this climb to do so.

Thus, weather permitting, we will have a short maintenance outage mid morning tomorrow, January 23rd between 9am and noon. We will send out another message tomorrow morning to confirm that the weather is good enough to proceed with the climb, or to advise we are going to push the climb to (presumably) the following day.

Sorry for the short notice, but we feel that the inconvenience of a short outage is worth the benefit of extra capacity and improved reliability for our growing network. Sharing the cost of the climb with another tenant also helps us to keep our fees affordable for you, our valued customers.

Thanks for your patience and support while we get this important work completed.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2020-01-22 08:35 PM

Planned Outage 2019-10-03 3:00AM

Mt. Warburton Access Point - Equipment Update

We're going to update the software on the power management equipment at our MWP Access Point, which will result in a brief outage while core equipment restarts and reconnects.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2019-10-01 07:14 PM

New Service Plans Announced

New 10Mbps plan availalable at $60 per month!

Check out our services and terms pages to see all the details, but starting September 15, 2019, our BASIC 75|25 plan is now EXTRA, making room for a new 60|10 BASIC plan. Based on the usage rates we're seeing, we feel that this plan fills a gap between users who stream just a little more than can be managed in our LITE package, but don't need all the bandwidth available in our old BASIC plan. 

Any questions or concerns please contact our service desk at (778) 402-0005 or signmeup@southislandnet.com.

Posted 2019-09-16 5:00 PM

Outage Window Closed

Boot Cove Access Point - Restart

The planned maintenance has been completed and the outage window is now closed.

If you are still experiencing an outage please contact the support desk at (778) 402-0005 or email support@southislandnet.com. Thanks for your patience and sorry for the inconvenience.

Posted 2019-08-25 11:09 PM

Planned Outage 2019-08-25

Boot Cove Access Point - Restart

A key network device is experiencing repeated trouble alarms. While connectivity has not been affected, we're going to perform a controlled restart in an effort to clear the alarm condition before an actual failure occurs. The restart will be performed at 11:00pm and is planned for 30 minutes.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2019-08-25 09:40 PM

Outage Window Closed

Mt. David Access Point - Solar Power Conversion

Solar upgrade has been completed.

If you are experiencing connectivity issues please contact our support desk at (778) 402-0005.


Posted 2019-07-27 05:14 PM

Outage Window Commenced

Mt. David Access Point - Solar Power Conversion

Per our notice yesterday, we will be adding solar power to our Mt David access point. Short interruptions may occur for clients connected to this access point until this maintenance has been completed.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2019-07-27 03:33 PM

Planned Outage 2019-07-27

Mt. Warburton Access Point - Equipment Upgrades

We're anticipating a short period of disconnection between the hours of 10-11pm as we upgrade the firmware on network devices at this site. Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com. Thanks for your understanding and apologies for any inconvenience this may cause.

Posted 2019-07-26

Planned Outage 2019-07-27

Mt. David Access Point - Solar Power Conversion

This is to advise you that we will be undertaking a short maintenance window tomorrow, Saturday the 27th of July between 2-3pm to add solar power to our access point on Mt. David. The work is adjacent to our equipment for the most part, so we anticipate only a brief disconnect when we switch from the grid-primary source to the solar-primary source.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2019-07-26

SINet Mentioned in Driftwood Article on Solar Power

Our Solar Power plans are making news!

Check out Marc's article in the Driftwood, where we got a mention... 

Posted 2019-07-18

Maintenance Completed

Head End - Solar Power Conversion

Power upgrades have been completed and tested. The maintenance window is now closed. Thanks for your patience and apologies for any inconvenience we may have caused.

As planned, our head-end infrastructure is now solar-primary with what we think is sufficient battery storage to power us into the future. This is a big first step for us as we move toward our goal of being 100% powered by renewal energy.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2019-07-09 10:56 PM

Planned Outage Commenced

Head End - Solar Power Conversion

As advised earlier this week, we are about to enter a scheduled maintenance window at our Head End, the purpose of which is to move our primary power source to solar/battery backup.

The outage is scheduled for 2 hours but we expect to be completed earlier than that, and we'll advise when the maintenance is finished. Your internet service will still be available, but we will experience outages throughout the maintenance window as we bring components up and down.

Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2019-07-09 10:56 PM

Service Issue Resolved

Mt. Warburton Peak - Service Restored

Just a quick note to let you know that the service issue has been resolved. If you are still seeing slower than expected speeds, please contact our our service desk at (778) 402-0005 or support@southislandnet.com.

Thanks for your patience and we apologize for any inconvenience.

Posted 2019-07-07 10:36 PM

Service Bulletin

Mt. Warburton Peak - Service Interruption

We're experiencing some connection issues at our Mt Warburton Peak site, which may result in some service interruptions to clients connecting there. We have dispatched a team to the site to investigate and will advise.

We apologize for any inconvenience this may have caused, and will advise once we know more.. Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Posted 2019-07-07 10:03 PM

Planned Outage 2019-07-09

Head End - Solar Power Conversion

Thanks so much for being our customer. We hope you are enjoying speedy access to the internet.

This is just a quick note to let you know that we are planning a short network outage on Tuesday, July 9th starting at 10pm.

We are switching our main power at our network head end from grid-primary with battery backup to solar-primary with battery storage and grid failover. This is the first and biggest step to our goal of being 100% green powered. We will maintain grid-connectivity to ensure our network remains highly available for our valued customers.

We apologize for any inconvenience this may cause. Any questions or concerns please contact our service desk at (778) 402-0005 or support@southislandnet.com.

Psoted 2019-07-07 4:34 PM

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