An Oceanic Time Warner Cable Internet service outage hit the entire state for hours on Tuesday.
Viewers from the Big Island and Maui reported problems receiving television cable reception and/or phone calls on Tuesday morning. Oceanic Time Warner Cable said it had a problem with its fiber optic cable.
Oceanic Time Warner Cable Vice President Norman Santos said the cable between the islands was severed about 30 miles south of Kihei. The cable is about 3,000 feet below sea level, Santos said.
The outage began at 1:10 a.m. Service was lost to Kauai and Oahu for about two hours, Oceanic said.
Neil Rose, the chief investment officer for Cadinha & Co.in downtown Honolulu, came to work at 4 a.m. Tuesday and found he couldn't access financial data.
"We come in and find basically there's no internet. There's no data, no stock quotes, no bond quotes, we're shut off from the world information wise," Rose said.
The service was restored to the Big Island at about 2:30 p.m., Oceanic said. Teams worked to reroute service to pockets of Maui County. Those islands received service back later in the afternoon.
Maui Oceanic Customers: Video Cable 54,000 Internet 28,000 Phone 8,000
Big Island Oceanic Customers: Video Cable 48,000 Internet 31,000 Phone 10,000
Roadrunner customers may need to reboot their modems to restore service, Oceanic said.
It will take three weeks for a cable-laying ship to arrive in the islands, Santos said. He said they do not expect to know how the cable was severed until the ship can make repairs.
"They actually have to put pontoons on this thing, lift it up from the bottom of the ocean, rework the damaged piece of cable, and only then we expect to find out what caused the cut or the damage," said Oceanic vice president Norman Santos.
Hawaiian Telcom said it was not affected by the outage. The company offered to help.
"To assist residents and businesses of Hawaii Island, Maui, Molokai and Lanai whose communication services have been disrupted, Hawaiian Telcom has committed to making a portion of its own interisland fiber optic cable network available on loan to the affected provider during the cable repair process," Hawaiian Telcom President and CEO Eric Yeaman said.
During the outage, some people reported trouble making 911 emergency calls, Big Island police said. Maui County said its offices with the 270 prefix were unable to receive or make phone calls.