βThere's never a moment our community isn't connected to high speed internet, thanks to ICN!β
At Solon Public Library in Solon, Iowa, high-speed internet is essential. From students completing homework assignments and job seekers submitting applications to locals simply accessing Wi-Fi, the connectivity supports nearly everything the library does.
With 10 dedicated patron computers, additional laptops and Chromebooks, and 24/7 Wi-Fi, the community relies on the library's network. That reliability is powered by a 50Mb Internet circuit delivered through the Iowa Communications Network (ICN), supported by last-mile dark fiber infrastructure partner Uniti Fiber.
When an unexpected fiber optic outage occurred, that partnership was put to the test.
The Challenge: An Unforeseen Fiber Cut
A physical fiber cut suddenly slowed internet traffic at the library, disrupting daily operations and leaving patrons without access to online services. Service outages are stressful for staff, who must manage public expectations while trying to find a resolution.
Knowing where to turn, the library team immediately contacted the ICN.
The Solution: Rapid Ticketing and Continuous Communication
When the outage hit, Interim Library Director Megan Richardson logged into her account to submit a support ticket to the ICN. She found the reporting process to be "so quick," which made logging the incident "easy during an already stressful time."
Richardson noted that she was "very impressed with the continuous updates provided," particularly the clear and expected timelines for resolving the issue.
This steady flow of information turned a frustrating situation into a manageable one. Having details and repair estimates allowed library staff to share timely updates with patrons as technicians worked to fix the line.
The Result: Consistent Communication Leads to Less Stress
As Richardson reflected, "it's never fun to have a service outage, but the level of communication makes it less stress for us as we navigate the issue." Through continuous updates, ICN proved to be a partner the Solon community can rely on, even when the unexpected happens.
The primary difference maker during the incident was not just how fast the issue was logged, but the flow of updates that followed:
- Easy Submission: The online portal allowed staff to file an issue instantly during a high-stress moment.
- Continuous Updates: ICN maintained clear, consistent communication throughout the entire repair process.
- Predictable Timelines: ICN maintained clear, consistent communication throughout the entire repair process.
Thanks to the rapid coordination and communications, full Internet access was quickly restored to the library. While network interruptions are an inevitable reality of physical infrastructure, ICN's response demonstrated that exceptional support is defined by transparency.
