Dear Highline Customer,
Thank you for your patience during recent service interruptions affecting some of our Texas customers. We understand how important reliable internet service is and sincerely apologize for the inconvenience these outages caused.
After further review, we’ve confirmed that several outages were caused by fiber cuts resulting from construction activity in the area. These incidents impacted major backbone routes that deliver service into our network. While these events occurred outside of Highline’s direct infrastructure, we take their impact on your service seriously.
Reducing service interruptions remains a top priority. We are actively implementing network improvements, including redundant fiber routes that will provide backup circuits and allow traffic to be rerouted automatically, helping prevent future disruptions.
As a thank you for your patience, we will be issuing a full credit in the amount of your monthly service. No action is required on your part.
We also invite you to attend an informational community town hall where our team will share updates and answer questions:
Town Hall Details:
Date: Tuesday, February 10
Time: 3:00 PM
Location: Westwood Shores
Address: 100 Westwood Dr W, Trinity
We truly appreciate your trust in Highline as we continue to invest in our Texas communities. If you are still experiencing service issues, please contact our support team at 888-212-0054.
Sincerely,
Scott Borel
Vice President, South Region
Highline