Our apology to you!
Our mission and promise at Secom is to deliver fast and reliable services to our customers and provide exceptional, personal support when needed. They are equally important to us both as an organization and as the individuals who strive to make our mission a reality. We recently failed (quite miserably) on that first promise and for that we take full responsibility and apologize for the frustration and inconveniences we’ve caused you.
Growing a network and improving technology can be a tricky business. It takes careful planning, clear communication and precise execution. We thought we had made all the proper plans, we thought we had engaged all the right people, we thought we had made the necessary communication…and we were wrong. We’ve not yet fully uncovered all the mistakes that we made, but you can rest assured it is our top priority. At Secom we have a culture where we’re quick to own our mistakes, take accountability for them and then to plot a better way forward with all the lessons we have just learned.
What went wrong
We’ve been working over the past 9+ months on a long-term goal to make improvements and increase capacity to our transport equipment to better meet the needs of our customers both now and in the future. This is the equipment that serves as the backbone to get packets and calls from one of our communities to the next and ultimately to the internet, public phone network or elsewhere. It’s a critical element in allowing us to do what we do, and we’re very discerning when it comes to making changes because being anything less, can prove disastrous. With our well-made plan in hand, and enlisted help of professional services, we scheduled the necessary maintenance windows to make it happen. We had several successful upgrades in a row and were confident that everything was shaping up for the final, and largest upgrade to go according to plan as the others before it. Needless to say, it did not. There was not just a single failure that caused the problems, but, as in most disasters, a cascading series of failures of one critical component to another. After approximately 30 hours we were once again in full control of our network, and services have been performing as expected since. We anticipate it to remain this way, and will be holding off on any further changes we had planned.
The way forward
After all is said and done, we now have a laundry list of questions and problems for which we will need to find answers. None of them are easy, and it’s not something we will have solved in days, but rather in the weeks and months to come. We’re committed to coming up with the necessary solutions that will ensure future incidents like this can be avoided. We have a great team of folks who were instrumental in resolving the series of problems encountered during the outage and they will be presenting plans for what our future network will look like. We’ve got the full backing from our senior leadership that we will commit the necessary resources to make this a realization.
We thank you for choosing to remain a Secom customer, and we’ll do our best to win back your confidence and give you assurance that you made the right decision when you chose to become a part of the Secom family.
Hi SECOM Customers!
We have scheduled early morning network maintenance on June 6th, 7th and 8th from 12am (midnight) to 4am.
This maintenance will affect most of our phone customers for up to 30 minutes at a time during the midnight-to-4am window.
It will also affect fiber and Secom Wireless internet customers in many of Secom’s service areas, including the towns of Aguilar, Cheraw, Eads, Fowler, La Junta, Lamar, Las Animas, Manzanola, Olney Springs, Ordway, Rocky Ford, Springfield, Sugar City, Swink, Walsenburg, and Walsh.
If you have any questions about this maintenance, feel free to email our support team at email@example.com (referencing M2017-020) to ask for further details. If you weren’t aware, we also post our maintenance and outage notifications to our network status page, http://secom.net/network-status, and our Secom NOC twitter account, which you can follow @SecomNoc or find at twitter.com/secomnoc.
With change there is potential for something to go wrong. We have had our fair share of incidents, and we take our responsibility seriously to provide the best Internet, Voice and Data services. We will be making every effort possible to ensure our maintenance goes as planned and stays within the defined time frames. We appreciate your patience and want to assure you the maintenance we do will be well planned and tested, and we’ll try to minimize the downtime to your services.
Thanks for your patience, understanding and continued support of Secom!
Hello SECOM Customers!
We have scheduled a planned maintenance event for November 15th, 2016 from 12 a.m. MST to 4 a.m. MST. This maintenance is expected to affect the majority of our Internet customers and our Long Distance calling service for voice customers. The service impact will occur at varying intervals throughout this maintenance window. Should you have questions feel free to email our support at firstname.lastname@example.org (referencing M2016-067) to ask for further details. If you weren’t aware, we also post our maintenance and outage notifications to our network status page http://secom.net/network-status and our Secom NOC twitter account which you can follow @SecomNoc or find at twitter.com/secomnoc.
With change there is potential for something to go wrong. We have had our fair share of incidents and we don’t take our responsibility to provide the best Internet, Voice and Data services lightly. We will be making every effort possible to ensure our maintenance goes as planned and within the defined time frames. We’re going to further our efforts to ensure that we do a better job of change management and also proceed with more caution while we work to get a few of these items sorted out. We appreciate your patience and want to assure you the maintenance we do will be well planned and tested, and we’ll try to minimize the downtime to your services.
Thanks again for your patience, understanding and continued support of Secom!
This summer, we here at Secom, have a lot of changes planned to help us better serve our great customers. One of those is a major rebuild of our La Junta fiber plant and redesign of that network. With these changes we’ll be increasing our capacity to serve more customers, have a better design to allow for easier maintenance and also give us more resiliency on some of our core transport links in and out of La Junta.
In order to carry out these changes we’ve scheduled several maintenance windows in May, June, July and August. If you’re not aware, our typical maintenance windows are from Midnight (12:00a.m.) to 04:00 a.m.. These are usually performed on Wednesday’s or Thursdays. You should be receiving notifications shortly, on the specifics times and dates for these maintenance activities along with the details of how your service will be impacted. Should you still have questions, or if you didn’t receive a notification, feel free to email our support to ask for clarification. We also post all of our service outages to our network status page secom.net/network-status . You can follow @SecomNoc on twitter for real time updates and notifications of the network status and which areas may be experiencing problems.
With change there is always potential for something to go wrong. We’ve had our fair share of incidents lately that have had some pretty serious impacts to our customers and we don’t take that lightly. We’re going to further our efforts to ensure that we do a better job of change management and also proceed with a bit more caution while we work to get a few items sorted out. We appreciate your patience and want to assure you the maintenance we do will be well planned and tested, and we’ll try to minimize the downtime to your services.
Thanks again for your patience, understanding and continued support of Secom!
Beware of False Marketing Malware! This is not from SECOM.
This is isolated to the customer’s computer only and is not a network wide issue.
It has been brought to our attention that customers on our network have witnessed popup messages claiming to be from SECOM Marketing and encouraging them to fill out a form to win $50. We have not presented such a marketing event nor would we do so in such an intrusive manner.
If you see such a popup, please disregard, do not give any of your personal information, close the window and contact your network administrator for assistance.
If you have any questions or concerns, please send and email to email@example.com or give us a call at 1-800-657-7149 and we will get them answered right away. Please mention that you saw a malware popup when requesting assistance.
This is a follow-up to the email that was sent out regarding the new changes to the security of our voice mail system (M2015-002). We have implemented the new change, and you will now be prompted to change your voice mail PIN and CommPortal passwords the next time you access those systems. Click the appropriate link if you need assistance with changing your voicemail PIN or CommPortal password.
If you have any questions or concerns, don’t hesitate to send them to firstname.lastname@example.org or give us a call at 1-800-657-7149 and we will get them answered right away. Please mention that you need assistance with new voicemail security or M2015-002 when requesting assistance.
11/6/2014 – last night’s maintenance is now complete
This is a friendly reminder that maintenance window M2014-054 is scheduled to begin tonight at midnight. You can sleep tight knowing that we are constantly upgrading and performing routine maintenance on our network!
SECOM will be performing wireless coverage maintenance on Friday the 24th from 8:00 A.M. to 5:00 P.M. on the following sites; Raton Pass, Hoehne, and Chimney. Customers on our wireless network can expect to see issues from intermittent connectivity to no connectivity during the maintenance window.
We will be posting updates to our website (www.secom.net/network-status), Facebook wall (www.facebook.com/secom.internet) and for the most up-to-date notifications, follow our network status us on Twitter (@SecomNoc).
While this won’t be the last of the upgrades we plan to make, it should greatly improve your service in both speed and reliability.
Thank you for your patience,
Your friends at Secom!
Monday 10/6 beginning at 7a.m. and lasting until noon, we will be upgrading equipment that will cause service interruptions in the Trinidad area, specifically on the equipment that served former Communications Solutions customers. Those former Communications Solutions customers will be impacted, with periods of complete service loss throughout. If you are in the Northeast section of Trinidad, you may not be impacted depending on the antenna system to which you are connected.
We will be posting updates to our website (www.secom.net), facebook wall (www.facebook.com/secom.internet) and also email the customer list once we have completed the upgrades. Thank you for your patience, and while this won’t be the last of the upgrades we plan to make, it should greatly improve your service from Secom, both in terms of speed and reliability.
Your friends at Secom!
Monday 10/6/2014 – 1:00 PM
All work on the Trinidad Wireless equipment has been successful and is now complete. No further service interruptions are anticipated! Thanks for your patience.