Update: Internet service shutdown for customers in Lovettsville, Lucketts provides uncertainty | News

Sugarloaf Network Systems customers who are impacted by the disruption to their internet service in parts of western Loudoun County may contact AT&T directly for support, an April 6 announcement states from Loudoun County Government.

AT&T can be contacted at 1-800-331-0500.

Supervisor Caleb Kershner, R-Catoctin, who represents the customers impacted, said in a recent newsletter that about 120 customers have been affected. The company provides high speed internet service to such Loudoun County communities as Lucketts and Lovettsville, according to its Facebook profile.

Kershner wrote that customers were contacted by the company on April 1 and informed that some of their customers would no longer receive internet service from the company.

He said that the end of service appears to have been caused by technical issues that the company hadn’t been able to fix over the last few weeks. Those issues may be related to AT&T’s recent shutdown of its older 3G network.

“At this point, it’s not clear whether these technical issues can be fixed,” Kershner wrote in his newsletter.

“While the county has been trying to help Sugarloaf work with AT&T, the technology issue itself isn’t one that our staff can resolve for them,” he said. “On top of that, Sugarloaf is not a franchisee, so the county doesn’t have the contractual or regulatory authority to require them to restore service.”

“Please know I’m looking into other potential solutions for those who’ve been affected by this outage,” Kershner said.

Loudoun offers internet access at several public sites, including Loudoun County Public Library branches, the announcement states. Wi-Fi hot spots are also available at the Lovettsville Community Center and the Loudoun Valley Community Center.

Loudoun County encourages all users who are impacted by the current issue to also visit the county’s website at loudoun.gov/broadbandexpansion and use the All Points Broadband Lookup Tool to identify whether they will benefit from current efforts to expand broadband in the county over the next two to three years.

Kershner provided additional services on Thursday.

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