Status of Services Current Status
All SKT services are operational unless noted below. If you’re experiencing another service issue or outage, call 888.758.8976 for the fastest service during regular business hours or 24-hour Internet support. You may also use the form below to report your service issue, and a customer service representative will get back with you as soon as possible.
Resolved - Belle Plaine Internet, Phone & SKT TV: Partial Outage
About 50 customers experienced an outage in Belle Plaine.
Start: Wednesday, October 16, 3:40 p.m.
Resolved: Wednesday, October 16, 3:55 p.m.
SKT TV: Primetime Network Errors
We have been experiencing intermittent issues with SKT TV during Primetime television. This is not an Internet service issue. Our vendor for SKT TV has experienced fast growth over the past months and was not prepared for the large volume of DVR recordings that began last week when the networks released their Fall series.
During those times when there is a high volume of viewers and recordings, you may receive network errors and be required to log back in to SKT TV. In addition, some recording features have not been available. Thursday, October 3, starting at 7:40 p.m., there was a total outage lasting up to 22 minutes. A secondary outage occurred around 9 p.m. and lasted several minutes.
You are a valued customer, and we realize SKT TV is your source of entertainment for you and your family. Please rest assured that restoring the service is our top priority. Our vendor’s senior engineers are investigating this ongoing issue and are working to prevent future issues. Overnight maintenance is scheduled for this week to stabilize the platform and restore any lost recordings back to September 25; however, we anticipate that some recordings will not be recoverable. New equipment is being delivered Saturday, October 5, and will be installed as soon as possible. We expect the new equipment to stabilize the platform and alleviate any issues that we have been experiencing.
With Replay TV, you may be able to watch any shows that you missed if they’ve aired in the last 72 hours and are made available by the network. To access Replay TV, go to the Guide and navigate to the left twice. In addition, you can watch live TV on many network apps with your WatchTVEverywhere account.
We apologize for the frustration and inconvenience. We will post updates here as they become available.
Updated: Friday, October 4, 1:05 p.m.
Equipment was not delivered on Saturday as anticipated. Our vendor is working with the mail carrier to determine the location of the equipment. Live television functioned properly without interruptions on Saturday, and we expect that to continue into Sunday.
Updated: Saturday, October 5, 10:35 p.m.
Our vendor has not received additional information on the shipping status of the storage equipment. We expect an update on Monday morning.
Updated: Sunday, October 6, 5:48 p.m.
The shipment has been located and is in transit. We are awaiting an estimated date and time of completion for the installation.
Updated: Monday, October 7, 10:00 a.m.
We have received confirmation that the mail carrier has received the shipment, and it will be delivered on Tuesday, October 8. Engineers will work overnight to install the equipment, and it is anticipated to be in place by Wednesday morning. We believe that users will continue to experience issues through high volume times until this new equipment is in place.
Updated: Monday, October 7, 6:05 p.m.
We have seen a reduction in the number of recording errors and are continuing to recover last night’s failed recordings. The new equipment is still expected to arrive midday today with an estimated completion of Wednesday morning.
Updated: Monday, October 7, 10:58 p.m.
The new equipment has been received by our vendor and installation has begun. The estimated completion is still Wednesday morning. There is no expected interruption in services beyond what we are already experiencing during heavy viewing/recording times. We have seen a significant drop in recording failures and processes are underway to recover any failed recordings from last night. That process should be complete later today.
Updated: Tuesday, October 8, 11:13 a.m.
Installation of the new equipment is in progress, and it will be brought online in two phases to insure stability of the overall service. We anticipate it to be fully functioning by late evening Wednesday or Thursday morning. Efforts continue to manage storage levels to reduce the number of failed recordings. Recovery of failed recordings also continues.
Updated: Tuesday, October 8, 9:47 p.m.
Our vendors worked overnight to install new equipment to stabilize SKT TV. Additional equipment is being installed today with an anticipated completion of Thursday morning. Technicians are closely monitoring the service for errors and failed recordings, which we expect may continue tonight until the rest of the equipment is fully operational. They are continuing to run processes to recover failed recordings and have been successful.
Updated: Wednesday, October 9, 11:34 a.m.
Our vendor reports that the first half of the equipment was brought online for Primetime last night, which revealed an issue with software causing lost recordings. This software issue is under investigation, and they are working to understand how many of these recordings are recoverable. Software modifications are planned prior to tonight to help alleviate the issue in realtime; however, additional recording errors are expected tonight as they work through it.
Updated: Thursday, October 10, 8 a.m.
During Primetime on Thursday, we experienced about a 90 percent successful recording rate as a result of the new equipment and software enhancements put into place. Processes to recover the other 10 percent of recordings will take place tonight. Our vendor has identified the issue causing some recordings to fail and is working on a resolution. We will post updates on that as they become available.
Updated: Thursday, October 10, 10:55 p.m.
Recordings from Thursday night were fully recovered and the issue that caused the errors has been pinpointed. A fix for that was put into place at around 5 p.m. and is expected to fully resolve all recording issues.
Updated: Friday, October 11, 6:49 p.m.
Our vendor reports that they continued to see improved stability of the platform over the weekend with no disruptions to live TV. In addition, recordings should be working normally. They will continue to monitor the platform closely, especially during Primetime tonight.
Updated: Monday, October 14, 12:58 p.m.
We saw stability over the weekend; however, 80 percent of DVR recordings failed Monday during the 7-8 p.m. high-volume recording period. An additional issue with software was found, which is causing a back-up of the recording queue. Our vendor’s technicians believe they have a fix and started testing tonight. We expect an update in the morning.
Updated: Monday, October 14, 10:40 p.m.
Our vendor is continuing to test the software changes expected to resolve the recording errors we saw last night with the hopes of implementing prior to Primetime tonight.
Updated: Tuesday, October 15, 10:07 a.m.
Our vendor continued testing a software fix to resolve the recording issue today; however, it was not deemed to be ready for implementation prior to Tuesday night’s Primetime television. Recording errors are expected until a software fix is ready and in place.
Updated: Tuesday, October 15, 6:16 p.m.
Resolved - SKT TV: KWCH CBS Channel 12 Airing in Spanish
The Chiefs game was being broadcast in Spanish on Channel 12 KWCH/CBS. This has been resolved and a fix has been put into place to avoid this issue in the future.
Updated: Wednesday, October 16, 10 a.m.
SKTC.net Email Service: Scheduled Maintenance
During the maintenance window, @sktc.net email users will be unable to access mail for about 15 minutes as the platform is upgraded. Two maintenance windows are scheduled:
Friday, October 18, 11 p.m – Saturday, October 19, 5 a.m.
Friday, October 25, 11 p.m – Saturday, October 26, 5 a.m.