Incidents

UTOPIA Network Outage Notification for 6/17/25 - Footprint(s) LI009 Outage is now resolved.

DESCRIPTION: UTOPIA Network Outage LI009-ADS-1002 device down. edge-ut-li009-rtr1 Card on device down

Having FSG head to location to assess.

CATEGORY: Network Hardware Other

START TIME: 06/17/2025 12:26 PM MDT

DESCRIPTION: UTOPIA Network Outage LI009-ADS-1002 device down. START TIME: 06/17/2025 12:26 PM MDT

51 XMission customers affected. UTOPIA tech is en route to assess.

UTOPIA Network Outage Notification for 06/14/25 - Footprint(s) LA007 DESCRIPTION: UTOPIA has been alerted to an outage in the LA007 footprint(s) in Layton, UT. Field Services are in transit There are 45 residential customers affected. START TIME: 09:06 UTOPIA Network Outage Resolution - 06/14/25 - Footprint(s) LA007 in Layton, UT. RESOLVED: The outage has been resolved. All services have been restored. Switch failure RESOLUTION TIME: 11:41

6/20 9:42 AM UPDATE: The Zimbra account restoration has been complete. We are reviewing fringe cases to make sure all data is complete. Please let us know if there's still problems and we will get them resolved.

6/16/9:30 am UPDATE: Roughly 100 accounts remain in the restore queue, with 50 ongoing restore operations working the last two batches. These are larger mailboxes, so they’re taking a bit longer. If you’re still experiencing issues, give us a call at 801.539.0852 x4.

6/13 10:28 UPDATE: Data is still being restored for our Zimbra hosted email customers. If you are still having trouble logging into your email, please give our support department a call and we can assist you further. 801.539.0852 x 4 Thank you again for your patience.

6/12 07:27 At this stage mailboxes should be accessible through zimbra.xmission.com and can send/receive emails after 6pm 6/11. Older emails are still syncing. Larger mailboxes will take longer to be restored, potentially up to another business day.

06/11 18:06 All accounts have been created, and have started to receive the emails in queue. We don't have an ETA on mailbox data, we are hoping it will be completed tonight. If your email is still having problems logging in or sending/receiving, please get in contact with our support team.

06/11 15:09- UPDATE: The final batch of email accounts to be created has started. Once done, they will be able to send/receive email normally. We expect it to be finished in a couple hours.

06/11 11:09 - UPDATE: We are now around 85% of mailboxes being accessible on the new server. Emails in queue will be delivered as accounts are created, and mail data continue to be restored.

6/11 04:29 Mountain time - UPDATE: The replacement Zimbra server is online with new hardware. Our multi-phase restore process has brought back roughly half of the 2,200 impacted users. We will provide updates as more restore batches are confirmed successful.

21:29 - UPDATE: Progress is still being made, at this point we are letting the restore do it's work.

20:29 - UPDATE: All email accounts will be created tonight and functional. This particular mailbox server that suffered a disastrous hardware failure held the most amount of raw mail data. The restore will take more time due to this.

19:18 - UPDATE: Restoring emails/accounts to the new server is progressing smoothly, and each batch is going faster than the previous one. The majority of the user base will be done after our next batch.

18:22 - UPDATE: We are making good progress on getting all of the accounts moved over and doing some additional testing to make sure they are coming over correctly. We will know more soon and should be able to provide an ETA.

17:18 - UPDATE: Our mail admins are still working on getting all of the impacted accounts moved over to the new server. We hope to have this running properly as soon as possible.

14:10 - UPDATE: New server is up and running! We're currently working on restoring mailbox data in the smoothest and safest way possible. With over 2,300 accounts to process, we're staggering the restores to avoid any further disruptions. Thanks again for your patience!

13:10 - UPDATE: We're actively restoring data for Zimbra Hosted Email users following a server issue. The process is underway but will take time. No mail is lost. Thank you for your continued patience.

12:05 - UPDATE on Zimbra Hosted email issues: Our admins are still working on resolving the issue with one of the servers. ETR approximately one hour. Rest assured messages are in queue and no mail will be lost. Thanks again for your patience.

We have been made aware of an outage affecting one of our Zimbra servers. We are currently working with our admins to resolve the issue as soon as possible. No current ETR

UTOPIA Network Outage Notification for 06/08/25 - Footprint(s) MU020 DESCRIPTION: UTOPIA has been alerted to an outage in the MU020 footprint(s) in Murray, UT. Field Services are in transit to the site. There are 85 residential customers affected. START TIME: 07:23 ---UPDATE--- UTOPIA Network Outage Resolution - 06/08/25 - Footprint(s) MU020 in Murray, UT. RESOLVED: The outage has been resolved. All services have been restored. Fiber cut possibly cause by Rodent followed by Redundancy failure RESOLUTION TIME: 10:54

UTOPIA has been alerted to an outage in the LA001 footprint(s) in Layton, UT. Field Services are in transit to the site. There are 356 residential customers affected. Updates will be sent as we have more information

Resolved 8:30

TICKET SUBJECT: MU007 power maintenance 5/30/2025 TICKET NUMBER: 19415

DESCRIPTION: UTOPIA Maintenance MU007 power maintenance 5/30/2025 CATEGORY: Power Device/Testing

MAINTENANCE START TIME: 05/30/2025 12:01 AM MDT MAINTENANCE STOP TIME: 05/30/2025 06:00 AM MDT

SCOPE OF IMPACT: All customers affected will experience a brief outage while maintenance is being performed.

BUSINESS/ENTERPRISE CUSTOMERS: 10 RESIDENTIAL CUSTOMERS: 108

XMission’s backend VoIP provider will be performing energy updates that will affect our SIP Trunking customers. We have been notified that these emergency updates will occur on Tuesday, May 27th, from 3:00 a.m. to 5:00 a.m. Mountain Daylight Time (MDT). During the upgrade process, XMission SIP Trunking may be unavailable and/or unresponsive for up to 45 minutes. Once the upgrades are completed, your SIP services should automatically re-authenticate. However, your system may require a reboot and/or manual re-authentication.