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- calendar_today November 14, 2026
CityWest Responds to Widespread Internet Service Disruption in Northwest B.C.
Residents across northwest British Columbia experienced an extensive internet, TV, and phone service outage earlier this week, following a B.C. Hydro power failure. CityWest, the regional telecommunications provider, has announced that it will credit affected customers for two days of service and offer a free month of streaming TV as compensation for the disruption.
Fourth Major Outage in 2026 for the Region
The outage, which occurred on November 11 and was attributed to a B.C. Hydro outage, affected customers in communities such as Terrace, Kitimat, Prince Rupert, Gitwangak, and the Hazeltons. This marks the fourth significant service interruption for CityWest customers in 2026. CityWest CEO Stefan Woloszyn explained, "We felt like it was the right thing to do, for the inconvenience that it ultimately ended up causing to our customers." The company notified affected customers by email on November 12.
Details of the Disruption and Restoration Efforts
CityWest technicians worked to restore services, creating a temporary bypass while awaiting the return of stable power. The outage persisted for several hours before normal operations resumed. The compensation package includes a two-day credit reflected on customers' next bills and one complimentary month of streaming TV. CityWest has not specified whether all types of service or package holders are eligible for the full compensation.
Variety of Causes Behind Recent Outages
Northwest B.C. has suffered from a series of outages this year, with causes ranging from severe storms and power failures to vandalism and theft. Notably, incidents of copper wire theft have caused significant disruptions for CityWest and other providers like Telus. Other service interruptions have been linked to damage from beavers and other wildlife, as well as infrastructure failures affecting partner networks such as Rogers.
Broader Impacts and Ongoing Concerns for Connectivity
The province has faced dozens of telecommunications outages in recent weeks, with rural and remote communities especially vulnerable. For places like Clearwater, reliable connectivity is considered critical. Clearwater Mayor Shelley Sim likened the experience of living without reliable internet or cell service to functioning "without oxygen," underscoring the importance of connectivity for residents and businesses alike.
Service Credits and Provider Policies
While CityWest is offering service credits, it remains unclear if other regional providers have matched these measures. City's standard agreement provides for prorated refunds for service interruptions upon request, but only under certain circumstances. Similar policies exist at Rogers and Telus, albeit with discretion regarding eligibility and exclusion of outages caused by external factors such as vandalism or third-party network failures. KPU Telecommunications, which serves nearby southeast Alaska, has also announced credits for affected customers following recent outages.
Plans for Improving Telecommunications Reliability
With repeated disruptions impacting the region, CityWest recently announced plans for a new fiber transport route along Highway 37 from Dease Lake, B.C. to Watson Lake, Yukon. This project is intended to improve network reliability in northern communities by providing redundancy that can mitigate the effect of single points of failure along current shared infrastructure corridors. "The only way to be able to mitigate that risk... is through a completely new route," explained Woloszyn.
Looking Ahead
CityWest has stated that any further credits for future outages will be determined based on individual circumstances and has encouraged customers to seek assistance if they experience continued disruptions. As severe weather and infrastructure challenges persist across the province, the issues surrounding telecommunications reliability and compensation are likely to remain in focus for both service providers and residents in northern and northwest British Columbia.
Source: cbc.ca.
