At approximately 8:55 PM EST, our monitoring systems alerted us to abnormally high latency and packet loss at our Ashburn location. Our network team responded immediately to investigate the issue. By 9:10 PM EST, we identified the root cause as a major degradation in service from one of our Tier 1 carriers, which was experiencing widespread latency spikes.

We promptly began rerouting traffic away from the affected carrier and implemented mitigation measures to stabilize network performance. By 9:25 PM EST, we observed significant improvements across the network, and by 10:10 PM EST, normal operations had fully resumed.

Next Steps & Long-Term Resolution
We recognize this is the second occurrence involving this carrier. To prevent future incidents, we’ve already initiated a transition away from this provider. We have been waiting for a new cross-connect from an alternate carrier, which has been delayed for approximately four weeks. Once completed, we will fully decommission the affected carrier from our infrastructure.

We sincerely apologize for the disruption and understand the importance of consistent, low-latency connectivity. As always, our team is here to support you, please don’t hesitate to reach out if you have any further concerns or questions.

Thank you for your continued trust in us.