Phone and internet being restored after technicians fix wildfire-damaged line

CBC News | Posted: May 11, 2024 5:43 AM | Last Updated: May 12

911 services back in Yellowknife after widespread outages caused by B.C. and N.W.T. wildfires

Image | FORT NELSON FIRE

Caption: A wildfire near Fort Nelson, seen here in northeastern B.C., and another blaze near Fort Liard, N.W.T., had caused major telecommunications outages in Yukon and parts of N.W.T. (Submitted by Tony Capot-Blanc)

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Technicians have been able to fix a fibre line north of a B.C. community impacted by wildfire to help begin restoring telecommunication services in the North, according to Northwestel.

The company says internet and mobility services are coming back online for Yukon and northern B.C. residents, with full restoration expected overnight.

In the Northwest Territories, internet issues in Yellowknife have been resolved, with 911 services restored, and phone and internet are back but could be congested for the Beaufort Delta region.

Internet, long-distance calling and cellphone services are still being impacted in the Mackenzie Valley region of the N.W.T., Fort Simpson, Nahanni Butte and Fort Liard. Nunavut is also seeing disruptions to long-distance calls, according to Northwestel's update late on Saturday.

Image | briefing

Caption: Yukon's Emergency Management Organization held a briefing about the telecommunications outages in Whitehorse on Saturday morning. (Cheryl Kawaja/CBC)

Tammy April, the company's vice-president of customer relations, said earlier in the day that work to repair the line north of Fort Nelson, B.C., was almost complete when shifting winds created unsafe fire conditions that put them "in a bit of a holding pattern."

"We are closely monitoring the active wildfires near critical infrastructure and want to advise the public that conditions can change quickly and services could become impacted," said the company.

Wildfires around Fort Nelson, B.C., and Fort Liard, N.W.T., had caused widespread outages in Yukon and parts of N.W.T. including 911 emergency services.

Northwestel first announced outages on Friday night.

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Workers also remain on standby to fix a separate damages location in the Mackenzie Valley and Beaufort Delta areas of N.W.T.

"At this time, there is no ETA for this restoration," the update said.

Fires burned through Northwestel redundancy options

April said the fires hit fibre lines that not only provided service, but also provided redundancy for one another. The one was "scorched" by Fort Nelson, while the other was hit by a wildfire between Jean Marie River First Nation and Kakisa.

"To have fires happen just exactly where they did, I don't think we've seen something like that happen before," she said.

"It's tremendously concerning."

WATCH | The latest on the fires:

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April said the issue of critical infrastructure being vulnerable to wildfires was highlighted last year and this is something that Northwestel has brought up to different levels of government.

"When these sorts of incidents are happening we try to work with our provincial and territorial partners to ensure they're aware of where our critical infrastructure is and we do our best to ensure they're keeping that fire clear of those areas," she said.

How to get help

911 emergency services were down for much of N.W.T., Nunavut and Yukon but are being restored.

Sean Smith, chief of Kwanlin Dn First Nation in Yukon, said staff in his office would be going door-to-door to check on people, especially elders.

"Ensuring that they're not worried, or if there's any issues, whether it's medical or access to food, anything that they need, we want to be there and be responsive to that," he said.

Image | Sean Smith

Caption: Sean Smith, chief of Kwanlin Dn First Nation in Yukon, says that staff will be going door-to-door to ensure elders have what they need. (Cheryl Kawaja/CBC)

Some landline 911 calling was working in Whitehorse, but people who can't get help were asked go to the ambulances stationed at:

Canada Games Centre
Kwanlin Mall/Independent
PetroOne/Integra Fuel in Port Creek
Whistle Bend roundabout
Rest stop at the top of South Access/Robert Service Way
Security guards at Superstore, Cornerstone building at Seventh on Main
Yukon Inn front desk Sirius security patrol vehicles from 6 p.m. to 6 a.m.

Those still being impacted by the outage in N.W.T. can reach RCMP at 867-765-8337. Residents who can't reach emergency services by phone should go to their local RCMP detachment or health centre.

Temporary cell numbers were set up for residents in Yellowknife before 911 was restored.

Inuvik residents should contact the local fire department at 867-678-5379 if they can't reach anyone in case of emergencies. The fire department will then refer calls through to RCMP or ambulance services if needed. Residents can also get help at the local RCMP detachment.

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In a news release issued Saturday evening, the Government of Nunavut suggested residents should seek help at the local detachment in person if they couldn't call in.

Iqaluit locals unable to reach the main emergency number at 867-979-4422 are asked to call 867-222-2954. The Nunavut Emergency Management duty line had been down, but anyone in need could email NEM@gov.nu.ca.

The release also said the duty line for the Nunavut fire marshal was not working, but could email nunavutfiremarshal@gov.nu.ca if needed.