Incidents

Looking into it

Some customers in Las Cruces may be having trouble with their connection. We are working on it and will post an update here.

Resolved

Power is back, and internet service in Las Cruces is restored. If you are still offline, unplug your router for 30 seconds and plug it back in.

Cause found

Building management is still working with the electricians to restore power. We'll text you as soon as your internet is back.

Cause found

A small fire in the building that hosts our network equipment cut electrical power on the floor where our equipment is located. That took the equipment offline and interrupted our fiber transport. All services routed through our South Main Street facility in Las Cruces are currently down. We are coordinating with building management and our fiber provider's network operations center to restore service as power is returned and the space is cleared for safe operation. Equipment will be inspected and brought back online in sequence once power is stable. Estimated restoration is Wednesday, October 14, at 1:00 p.m. MDT.

Looking into it

The problem is on our provider's connection into Las Cruces, not at your home. Someone is already on the way to get your internet back.

Resolved

Internet service in Deming is restored, and there is no longer an outage. Lumen, our upstream internet provider, reported that a fiber fault near Socorro, New Mexico, caused the outage, and that service returned to normal once commercial power was restored. If your internet still isn't working, unplug your home router for 30 seconds and plug it back in. We're sorry for the disruption and thank you for your patience.

Cause found

Lumen's repair crews report that the damaged fiber cable is inaccessible at its current location, which prevents them from safely reaching the affected section and proceeding with the original repair approach. Because the cable cannot be spliced at the existing site, Lumen is evaluating an alternate restoration plan: relocating another fiber in the area to a more accessible location to create a workable splicing point, so repair and restoration can move forward. The revised plan is still under development, and Lumen has not yet provided an estimated time of restoration. We are in close contact with Lumen and will share updates as soon as we receive them. Thank you for your continued patience.

Cause found

Repair work is underway. Lumen's construction crew has arrived at the damaged section of fiber and is carefully digging to expose the cable so it can be repaired. Lumen has not yet given an estimated repair time. We will share updates as soon as we receive them. Thank you for your patience.

Cause found

Our team checked the equipment at the dispatch center this morning and confirmed it is working properly. Lumen, our upstream internet provider, has confirmed that the outage is caused by damage to its own fiber line, in an area affected by recent washouts. Heavy rain has made the damaged section hard to reach. Lumen's technicians are tracing the line, and a repair crew is on its way. We are in close contact with Lumen and will post updates as we receive them. Thank you for your continued patience.

Cause found

Fixing the problem requires someone on-site, and the equipment is in a secure county facility that we cannot enter on our own. This evening we contacted Luna County leadership and dispatch center administrators, who told us access would be available Saturday morning. We understand and respect the security rules at the dispatch center. It is an emergency services facility, and controlling who can enter it protects everyone in our community. We appreciate the county's quick response and cooperation. Our technicians will go to the dispatch center as soon as access is granted, inspect the connection and equipment, and restore service. You don't need to do anything; service should return on its own once the connection is repaired. If your internet still isn't working after we announce that service is restored, unplug your home router for 30 seconds and plug it back in. We're sorry for the disruption and thank you for your patience.

Cause found

We traced the problem to the point where our Deming network connects to the wider internet. That connection point is inside the Luna County dispatch center, a secure county facility. Our towers and customers' home equipment were not the source of the outage; they lost service because the connection at the dispatch center stopped working. We ruled out our tower sites, a local power outage, and our monitoring systems. Our upstream internet provider ran tests and confirmed that the physical connection at the dispatch center had been interrupted. They found no outages, alarms, or scheduled maintenance on their wider network.

Looking into it

We are aware that internet service is down for all Desert Mesh customers in Deming. Our network team is investigating.