Cable Internet Outage (Resolved)
  • Priority - High
  • Affecting Other - Alberta Region
  • Please note, there are currently reports of a Cable Internet Outage impacting Northern Alberta (Edmonton & Area) Region. We are actively looking into this and have since engaged the last-mile vendor.

    We appreciate your continued patience and understanding while we investigate the root cause and implement a fix.

    Thank you

    ** 01/14/2021 @ 1:23AM PST UPDATE **

    The last-mile vendor is working on an urgent maintenance impacting the below affected areas.

    Affected Area: West Edmonton, Central & Downtown Edmonton, Northeast Calgary, Southeast Calgary - Communities bordering 16th Ave, east of Crowchild Trail, Southeast Calgary - North of 16th Ave and East of Deerfoot Trail, Downtown Calgary - Between 15th Ave and Crowchild Trail & North Calgary - Between 17th Ave South and Glenmore, West of Crowchild Trail

    Reference Number: CHG0305444, CHG0305447, CHG0307677, CHG0307676, CHG0305445, CHG0307675 & CHG0305448 

    Date: Jan 14, 2021

    Start: 00:00 MT

    End: 06:00 MT

    Summary: Some customers may experience an interruption of the affected services between midnight and 6:00 am MT. This interruption is expected to last approximately six (6) hours.

    Services will be restored automatically when the maintenance is complete.

    We again do apologize for the inconvenience and thank you for your understanding.

    - GETUS

  • Date - 01/14/2021 01:09 - 01/14/2021 09:40
  • Last Updated - 01/14/2021 09:40
Dec 10 – Edmonton (Southeast) | All Services (Resolved)
  • Priority - High
  • Affecting Other - sCable - Last-mile vendor Outage
  • Some customers in Southeast Edmonton are experiencing an interruption of their Internet & TV Services. The last-mile vendor is currently engaged and working on the issue that is impacting all Cable ISPs. 

    We are working with our last-mile vendor to restore service as quickly as possible and apologize for any inconvenience this may cause.

    Live Updates:

    12/10/2020 20:15 MT Due to the complexity of this outage, our technicians are still working to resolve. Thank you for your patience.
    12/10/2020 17:28 MT Technicians continue to work to restore service as quickly possible. However, due to the nature of the repairs involved, we expect that this will take a few hours. We will continue to monitor the situation and provide updates when available.
    12/10/2020 14:17 MT Tech crews are on site working towards a resolution. 
    12/10/2020 12:03 MT We're looking into it. Stay tuned for updates.

  • Date - 12/10/2020 12:06 - 12/11/2020 14:16
  • Last Updated - 12/10/2020 23:55
Slow Speeds - Calgary, AB (Resolved)
  • Priority - High
  • Affecting Other - Slow Speeds - Calgary, AB
  • We are currently getting reports of slow speeds impacting the Calgary, AB Region. 

    Our Network Operation Centre and Last-mile vendor are actively 
    working on a fix. There is no ETA at this time.

    We kindly ask that you reboot your modem hourly by simply unplugging it from the wall - waiting 2-3 minutes and plugging it back in. Allow 2-3 additional minutes
    for your modem to provision.

    We do ask for your continued patience and understanding as we work towards a resolution.

    Thank you

  • Date - 11/30/2020 04:00 - 11/30/2020 12:30
  • Last Updated - 11/30/2020 13:57
sCable Slow Speeds (Resolved)
  • Priority - Critical
  • Affecting Other - sCable
  • https://www.cbc.ca/news/canada/british-columbia/cn-rail-derailment-hope-potash-1.5724985

    Due to the train derailment near Hope, BC slow-speeds and/or service interruptions may have been experienced due to a Fiber disruption between Vancouver, BC and Edmonton, AB. Unfortunately, there was significant impact to throughput for the duration of the incident. The issue has since been resolved and we apologize for any inconvenience caused.

    Tracked. INC0838363

    If you continue to experience any hiccups with your service - kindly contact us by phone 1-800-396-1023 or by e-mail [email protected]

    Thank you

  • Date - 09/15/2020 09:22 - 09/16/2020 12:24
  • Last Updated - 09/16/2020 13:24
Playstation Network (Slow / Unable to Connect (Resolved)
  • Priority - Medium
  • Affecting Other - Cable, DSL (All Regions)
  • We have received reports of client(s) being unable to connect and/or are experiencing slow speeds on Playstation Network (PSN) on Cable and DSL Internet services in all Regions. Our Network Team is investigating although outside sources show this is affecting ISP(s) throughout Canada. No official release has been made by Playstation, although we'll continue to investigate and monitor.

    Additional details will follow.  ^Tg

  • Date - 03/26/2020 17:00 - 03/31/2020 16:58
  • Last Updated - 03/29/2020 11:01
Steam (Slow / Unable to Connect (Resolved)
  • Priority - Medium
  • Affecting Other - Cable, DSL (All Regions)
  • We have received reports of client(s) being unable to connect and/or are experiencing slow speeds on Steam on Cable and DSL Internet services in all Regions. Our Network Team is investigating although outside sources show this is affecting ISP(s) throughout Canada. No official release has been made by Steam, although we'll continue to investigate and monitor.

    Additional details will follow.  ^Tg

  • Date - 03/26/2020 17:00 - 03/31/2020 16:58
  • Last Updated - 03/29/2020 11:01
CipherTV Maintenance (Resolved)
  • Priority - Low
  • Affecting System - CipherTV Maintenance
  • CipherTV will be updating their guide to reflect a better channel methodology, grouping channels in a better, more ideal flow for you, our valued client. These updates will occur automatically on Monday, March 2nd, 2020. 

    No Action will be required on your part, other than rebooting your CipherTV Application after the below maintenance time-frame.

    Please note the Maintenance time-frame has been allocated between the hours of 1:00am - 6:00am, Monday, March 2nd, 2020 EST to allow our TV Engineers to necessary time required.

    The Channel-lineup will be updated to reflect channel numbers shortly, as well simplify our TV offerings displaying a "One View" resource for all channels, channel-addons and more. 

    https://getus.ca/channel-line-up/

    We do thank you for your understanding as we strive to improve our offerings to you, a valued client while keeping our services affordable for all Canadians, Coast to Coast. Again, thank you for your continued support and business!

    If there are any questions, or concerns, please do not hesitate to contact our friendly team by e-mail, [email protected] or by phone, 1 (800) 396-1023 24/7.

    We are happy to help, always!

    ^Tg

  • Date - 03/02/2020 01:00 - 09/16/2020 13:25
  • Last Updated - 02/22/2020 13:26
Scheduled Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - sCable - Red Deer and Calgary
  • This notice is to inform you of maintenance being performed to our network which will affect your service(s) for the impact duration noted below within the planned maintenance time. Site access is not required unless specified. Planned upgrade and maintenance to our Network helps prevent unexpected outages and provides the best in class service for our customers at no additional cost. Every effort will be taken to minimize service interruptions and we apologize for any inconvenience.

    Planned Start Date: 

    August 07, 2019 12:00 AM (Mountain Time) 

    Planned End Date: 

    August 07, 2019 06:00 AM (Mountain Time) 

    Impact Duration :

    Outage up to 02Hr(s) and 00Min(s)

  • Date - 08/07/2019 00:00 - 09/16/2020 13:25
  • Last Updated - 07/25/2019 23:07
Scheduled Maintenance - GETUS.CA / GETUSMAIL (Resolved)
  • Priority - Medium
  • Affecting Server - bluewhale-tor01.getuscomm.com
  • Scheduled Maintenance - GETUS.CA / GETUSMAIL / MyAccount / CORE

    Our team will be conducting a maintenance during the scheduled date/time. There is no expected downtime; although minor performance decreases of disk I/O and a second or less of packet loss as the network is switched over may be experienced. In the event of a brief downtime and/or service interruption; we kindly ask that you refrain from contacting support until beyond the scheduled date/time. Our team will be proactively monitoring and making adjustments as required.

    We do thank you for your continued patience and understanding while we work to improve service and provide a better client experience.

    Thank you

  • Date - 08/02/2019 04:15 - 09/16/2020 13:25
  • Last Updated - 07/25/2019 23:03
Upcoming Maintenance - Migration (Resolved)
  • Priority - High
  • Affecting Other - Shared, Reseller & Cloud Hosting
  • Over the years we have seen steady, and at times overwhelming growth. You are one of the reasons why we work so hard to continue to push for an affordable, yet fast, secure and reliable service.

    Sunday, September 16th from approx 1:00am to 6:00am MST a migration process will begin moving all our Shared, Reseller and Cloud end-users to our Toronto, Ontario Cloud Infrastructure; 

    improving your websites performance, reliability and the safety of the data being relocated to Canadian Soil. 

    All our Shared and Reseller web hosting will be backed by our 99.99% Uptime SLA, 40GbE (40,000Mbps) Best-in-class network connectivity for speed and throughput and Enterprise SSDs for increased storage performance.

    During this migration process, we don't expect any downtime (whatsoever). 

    Although, clients utilizing our hostname for e-mails and applications are encouraged to either use "mail.yourdomain.com" or our new hostname "bluewhale-tor01.getuscomm.com". 


    Our Cloud System Administrators are available 24/7 by e-mail, [email protected]tuscomm.com or by opening a ticket within CORE, https://core.getuscomm.com


    Again, we do thank you for being a valued client of ours and we do appreciate your business.

  • Date - 09/16/2018 01:00 - 09/16/2020 13:25
  • Last Updated - 09/11/2018 23:09
Cable AB/BC - Carrier: Shaw – Network (Resolved)
  • Priority - Medium
  • Affecting Other - sCable
  • Please be aware that there will be a network migration that will affect all Cable AB/BC customers with Shaw as an underlying carrier on August 17 between 1am MT to 5am MT

    Customers may experience downtime up to 30 minutes

    Meanwhile, if there are any questions or concerns please let us know.

  • Date - 08/17/2017 01:00 - 09/16/2020 13:25
  • Last Updated - 08/09/2017 17:21
Cable ON - Carrier: Rogers – Hardware Upgrade (Resolved)
  • Priority - Medium
  • Affecting Other - rCable
  • Please be aware that there will be a hardware upgrade that will affect all Ontario cable customers with Rogers as an underlying carrier on August 28 at 2am. 

    You can expect complete traffic loss and this upgrade can take up to 1 hour to complete. 

    Meanwhile, if there are any questions or concerns please let us know.

  • Date - 08/28/2017 02:00 - 09/16/2020 13:25
  • Last Updated - 08/09/2017 17:21
CGN - Hitron Cable Modem (Wireless Issue) (Resolved)
  • Priority - Low
  • Affecting Other - CGN - Hitron Cable Modem (Wireless Issue)
  • CGN - Hitron Cable Modem, Wireless Issue has been reported by end-users provisioning new orders on GETUS. Wireless is becoming "Disabled" upon reboot / initial provisioning of the Cable Modem. GETUS is investigating this issue with the manufacture, as well vendor for a resolution.

    In the meantime, we kindly ask for your patience while we investigate parameters to resolve this issue.


    The client may need to re-enable Wireless upon reboot or initial provisioning of the equipment.

    To perform these actions:

    -> Locate the "Reset" button found on the modem

    -> Use a paper clip / Pin to press and hold for 30 seconds.

    -> Allow a few minutes for the wifi name to appear on devices

    -> Use the "SSID / Passphare" also known as Wifi Name and Password to access the network

    -> Note, it may take up to 5 minutes for Network Connectivty to restore

     

    Meanwhile, if there are any further questions or concerns or if you require assistance, please contact GETUS Technical Support for Residential Internet at 1.800.396.1023 ext. 2

  • Date - 05/20/2016 14:03 - 03/28/2020 20:40
  • Last Updated - 06/18/2017 20:14
cCable (On) (Resolved)
  • Priority - Medium
  • Affecting Other - cCable Database Updates
  • Cogeco will begin migrating their customer database over to a new system on June 17th, 2017. They expect this process to take a few days.

    Cogeco is NOT accepting any service related orders (New, Transfer, Package Change, Modem Swap, etc.) with a due date between June 17th and June 21st, 2017.

    We do apologize while our vendor performs this Maintenance.

  • Date - 06/17/2017 00:00 - 09/16/2020 13:25
  • Last Updated - 06/13/2017 16:51
sCable Network Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - sCable Home / Business
  • Please be advised that Shaw will be performing maintenance on their network on Tuesday July 4th between the hours of midnight and 6am (MT).

    During this maintenance, end-users may experience a service interruption of up-to 2 hours. After 6:00am (MST), if any users are are not able to get online, a modem power cycle should be performed.

  • Date - 07/04/2017 00:00 - 09/16/2020 13:25
  • Last Updated - 06/13/2017 16:46
rCable Network Enhancements (Resolved)
  • Priority - Medium
  • Affecting Other - rCable
  • This notice is to let you know that there will be an upgrade performed this Wednesday, March 1st between 1 a.m. and 5 a.m. to the connections between our network and Rogers (the vendor). An outage for your end users service of upto 60 minutes is expected during this window.

    Your end users internet connection should reconnect automatically after this period of maintenance. If not, have the end users power-cycle the modem, leaving it off for 15 minutes and re-connect for service.

    Meanwhile, we do appreciate your continued business and understanding while our vendor performs these network enhancements.

  • Date - 03/01/2017 01:00 - 03/07/2017 18:33
  • Last Updated - 03/07/2017 18:32
sCable Network Enhancements (Resolved)
  • Priority - Medium
  • Affecting Other - sCable (AB / BC)
  • sCable will be performing network upgrades during the month of March. These upgrades will be spread over five upgrade windows with each one expected to cause a brief service disruption. 

    DateWindowExpected Duration
    March 9th 2:00 AM – 8:00 AM EST
    12:00 AM – 6:00 AM MST
    11:00 PM – 5:00 AM PST
    Up to 5 Minutes
    March 14th Up to 15 Minutes
    March 15th 3:00 AM – 9:00 AM EST
    1:00 AM – 7:00 AM MST
    12:00 AM – 6:00 AM PST
    Up to 30 Minutes
    March 21st 2:00 AM – 8:00 AM EST
    12:00 AM – 6:00 AM MST
    11:00 PM – 5:00 AM PST
    Up to 2 Hours
    March 22nd 3:00 AM – 9:00 AM EST
    1:00 AM – 7:00 AM MST
    12:00 AM – 6:00 AM PST
    Up to 1 Hour


    Why are there so many windows?
    There is actually only one window per day, these windows are just being expressed in three different time zones. 

    Meanwhile, we do appreciate your continued business and understanding while our vendor performs these network enhancements.

  • Date - 03/07/2017 18:27 - 03/25/2017 17:01
  • Last Updated - 03/07/2017 18:29
Slow Speeds / Loss of Service - Cable (Resolved)
  • Priority - High
  • Affecting Other - City of Edmonton and Area, Calgary and Area - Alberta
  • Crews are investigating and seeking a resolution for slow speeds / loss of connections in the following areas:

    - City of Edmonton
    - St. Albert
    - Sherwood Park
    - Leduc

    - City of Calgary

    This issue appears to not be isolated to GETUS, as other cable Internet providers utiziling the same "highway" are experiencing the same issue. Crews continue to investigate and seek for a resolution, meanwhile your continued patience and understanding is appreciated.

    Update 05/31/2016 @ 11:26AM MST - Crews remain working on resolving the slow speeds. Internet connectivity appears stable, although speeds can be slow. There is no current ETA.

    Update 05/31/2016 @ 3:09PM MST - Crews have informed us service is stable and Internet should see normal speeds. If you require assistance and/or Internet remains slow please call us at 1.800.396.1023 ext. 2.

  • Date - 05/30/2016 17:57
  • Last Updated - 05/31/2016 15:12
Maintenance Window (Resolved)
  • Priority - Low
  • Affecting Other - Layer 2 switched VLANs
  • Maintenance Window
    Start:    Tuesday, May 24, 2016, 23:59 PM EDT
    End: Wednesday, May 25, 2016, 06:00 AM EDT

    Services Affected
    Network: Layer 2 switched VLANs

    Data Center Location(s): 
    801 Main Street NW, Lenoir, NC  

    Expected Impact
    During the maintenance window customers may experience a service interruption of up to 2 hours.

    Details
    The Data Centre will be replacing a core switch and adding an additional switch at our Lenoir Data Center in order to improve our network capacity and redundancy. During the maintenance window customers with Layer 2 VLANs may experience a service interruption of up to 2 hours.

    Support
    Support will be available for assistance 24/7. For questions, concerns, or to report a problem, please contact the designated department.

    To open a trouble ticket: https://core.getuscomm.com/submitticket.php?step=2&deptid=2

  • Date - 05/24/2016 21:59 - 05/26/2016 11:09
  • Last Updated - 05/20/2016 12:46
Slower than normal speeds reported - Sherwood (Resolved)
  • Priority - Low
  • Affecting Other - Home Cable / Business Cable Internet
  • Slower than normal speeds reported in the Sherwood Park, Alberta area. Vendor has been contacted and they are investigating, ETA is not provided for lower than normal speeds. Higher than usual network traffic appears on Easter weekend. Meanwhile, we appreciate your understanding and patience while we investigate and resolve this matter.

  • Date - 03/26/2016 15:23
  • Last Updated - 03/27/2016 20:25