10/28/2026
I want to take a minute to address the internet outage that impacted approximately 1,800 of our LightTube customers today.
First, I'm sorry. I know how frustrating it is when your internet isn't working, especially when so much of what we do every day depends on it.
The issue today was with one of our upstream internet providers. But here's the way I look at it. You don't pay that provider for internet service. You pay us. And quite frankly, you shouldn't have to worry about whose equipment failed or who was responsible. You just expect your internet to work. And you should!
I'm not interested in making excuses or pointing fingers. I'm interested in figuring out what happened, what we could have done differently, and how we can do better next time.
Over the next few days/weeks, we'll be taking a close look at the root cause of this outage, but just as importantly, we'll be looking at how we responded as a team. Could we have identified the issue quicker? Could we have restored service sooner? Could we have communicated better with our customers? Those are all fair questions, and we're going to ask them.
I talk a lot about continuous improvement at TUA, and I mean it. That doesn't just apply when things are going well. It matters even more when things don't go the way we want them to.
Our goal is pretty simple. We want to provide the best product with the best customer service. That's what this community deserves, and that's what we're going to keep working toward.
I appreciate your patience today, and I appreciate you trusting us with your business. We know we have to earn that trust every day.
-Allen
