Support Center
Technical Support is Available by Phone 24/7
360-321-TECH (8324)
South Whidbey
Point Roberts
Phone & Wiring Repair
TTY Callers
Frequently Asked Questions
Service Notifications
Scheduled Maintenance
Outage Alerts
Past Notifications
We will be updating our internal software systems from 11pm Tuesday, October 29 through approximately 12am Wednesday, October 30. Tech Support will be unable to take calls during this time. If you have any questions, please contact us via email at support@whidbey.net.
RESOLVED – Infrastructure maintenance is scheduled for our fiber network in Bayview tomorrow night, October 3. Fiber customers may experience a brief interruption in internet and voice service between 11pm and 12am while we upgrade service equipment. Please contact Tech Support with questions at 360-321-8324.
RESOLVED – A network line to Hat Island was cut by another utility doing work in the area, causing a number of customers to lose service. Our technicians are working to resolve the issue as quickly as possible; repairs should be completed tomorrow. We thank you for your patience.
RESOLVED – Infrastructure maintenance is scheduled for our fiber network in Langley tomorrow night, September 11. Fiber customers may experience a brief interruption in internet and voice service between 11pm and 12am while we upgrade service equipment. Please contact Tech Support with questions at 360-321-8324.
RESOLVED – Infrastructure maintenance is scheduled for our fiber network in Langley tonight, August 26. Fiber customers may experience a brief interruption in internet and voice service between 11pm and 12am while we upgrade service equipment. Please contact Tech Support with questions at 360-321-8324.
RESOLVED – Infrastructure maintenance is scheduled for our fiber network in Freeland tonight, August 21. Fiber customers may experience a brief interruption in internet and voice service between 11pm and 12am while we upgrade service equipment. Please contact Tech Support with questions at 360-321-8324.
We will be conducting system maintenance at 10:00pm Tuesday, July 23 that may affect your voice and network access. This maintenance is designed to have a minimal impact on operations. If you have any questions, please contact Tech Support 24/7 at (360) 321-8324 or email us at support@whidbey.net.
On Monday night, June 3, at 10pm we will be doing maintenance work on our corporate web server. Our website will be temporarily unavailable for a brief period. Our Technical Support Team is available 24/7 at 360-321-TECH (8324) or email support@whidbey.net.
We will be updating our internal phone systems from 11pm Tuesday, May 14 through approximately 3am Wednesday, May 15. During this 4 hour window customers will be unable to call in for technical assistance. If you have any questions, please contact us via email at support@whidbey.net
2:30 PM – ISSUE RESOLVED
2 PM UPDATE – We are still experiencing a system wide fiber outage. Some connection was momentarily restored about an hour ago. Our engineering team is working hard to get us all connected again. We will continue to post real time updates.
RESOLVED – We are experiencing issues with our internal systems that are affecting SmartHub, our pay by phone systems, and other communications services. Our techs are working to resolve the issue as quickly as possible. We thank you for your patience.
Due to the icy road conditions and for the safety of our customers and employees, the Customer Experience Center in Freeland and the Bayview drive-thru will be closed today, February 27. You can make secure payments online through SmartHub or pay by phone by calling our toll-free phone payment system at 833-410-0491. Stay safe on the roads, friends!
Our Freeland Customer Support office will be closed Wednesday, February 14. Please use the drop boxes in Freeland or Bayview to make a payment. Phone Customer Support at 360-321-1122. Tech support is available 24/7 at 360-321-8324.
Infrastructure maintenance is scheduled for our fiber network on South Whidbey and in Point Roberts on February 13. Fiber customers will experience a brief 10 minute interruption in internet and voice service between 12am and 1am while we upgrade service equipment. Please contact Tech Support with questions at 360-321-8324.
RESOLVED – AT&T and Ziply report their circuits are intermittently down, which may affect a small group of telephone customers. Customers making long distance and toll free calls from their Whidbey Telecom landline across these circuits will experience an issue. This outage is part of an AT&T outage and is outside of Whidbey Telecom control. We are working with their engineers to resolve the issue.
Due to the icy road conditions and for the safety of our customers and employees, the Customer Experience Center in Freeland and the Bayview drive-thru will be closed today, January 18. You can make secure payments online through SmartHub or pay by phone by calling our toll-free phone payment system at 833-410-0491. Stay safe on the roads, friends!
4:10PM Network restored. If your router doesn’t reconnect please power cycle. If you continue to have an issue call tech support 24/7. 360-321-TECH.
Customers in Clinton and surrounding area may be experiencing intermittent internet and telephone issues. We are working to fully resolve the service issue and will update as we learn more.
RESOLVED – Verizon circuits are down, which may affect a small group of telephone customers. Customers making long distance and toll free calls from their Whidbey Telecom landline across these circuits will experience an issue. This outage is part of a Verizon outage and is outside of Whidbey Telecom control. We are working with Verizon engineers to resolve the issue.
Network maintenance is scheduled for 11:30pm tonight, May 24, 2023. We anticipate a brief interruption in internet service, lasting approximately 5-15 minutes.
On April 18th at 11pm we will be migrating our Call Center and Customer Experience Teams to a new system. Calls to those teams will be interrupted for a brief moment. Thank you for your patience.
Infrastructure maintenance is scheduled for our fiber network in Freeland. Fiber customers will experience a brief 5-10 minute blip in Internet and voice service between 10pm Monday, March 6 through midnight March 7 while we upgrade service equipment. Please contact Tech Support with questions 360-321-8324.
Infrastructure maintenance is scheduled for our fiber network in Langley and Point Roberts. Fiber customers will experience a brief 5-10 minute blip in Internet and voice service between 10pm Thursday, March 2 through midnight March 3 while we upgrade service equipment. If you have any questions, please contact Tech Support at 360-321-8324.
We are aware of an email phishing scheme targeting Whidbey Telecom customers. Customers reported a fraudulent email from sender “WHIDBEY Inc” with the subject line “Important Update to our WHIDBEY Upgrade.” If you receive this email, DELETE IT. Do not click on any links or open any attachments. If you’ve received an email you are unsure of, please contact your Whidbey Telecom Support Team 24/7 at 360-321-TECH (8324) or email support@whidbey.net. For tips on how to recognize phishing emails, read our news article here.
RESOLVED – There is a service outage on Hat Island due to generator and battery damage caused by the wind storm. Repairs are underway and the outage should be resolved soon. We will post updates.
RESOLVED – Some customers may be experiencing a delay when trying to send email. We appreciate your patience as we work to resolve this issue. Thank you.
Your engineering team will be conducting system maintenance on October 18 between 11:30 pm and midnight that could momentarily impact internet services for customers in the Freeland area. There is no planned outage. If you encounter trouble after the maintenance is complete, please email Tech Support at support@whidbey.net or call (360) 321-8324. Thank you!
RESOLVED – UPDATE 5pm: Services have been restored.
Customers in the Freeland area may be experiencing an outage in their services. Repairs are underway and we expect the outage should be resolved soon.
RESOLVED – We are aware of an issue with our email server. Our engineers are working to resolve the issue now and we thank you for your patience. Please expect longer wait times when calling Tech Support, and check the website and Facebook for updates.
We are experiencing a widespread issue with email. Customers who check email via email clients such as Apple Mail and Thunderbird may be unable to send and receive new mail. This is NOT affecting Webmail, so we recommend checking your email from our webmail site while our admins correct the problem. We are working to resolve this issue as quickly as possible. Please call Tech Support at 360-321-TECH if you have any questions.
We recently became aware of an email phishing scheme targeting Whidbey Telecom customers. Customers reported a fraudulent email that appeared with the subject line “Email with Attachment.” If you receive this email, DELETE IT. Do not click on any links or open any attachments. If you’ve received an email you’re unsure of, please contact your Whidbey Telecom Support Team 24/7 at 360-321-TECH (8324) or email support@whidbey.net. We’re here to help!
We will be conducting some internal system maintenance on September 14 at 10:00pm that could impact website hosting services for customers. The outage will last approximately 10 minutes. If you encounter trouble after the maintenance is complete, you can email Tech Support at support@whidbey.net or call (360) 321-8324.
RESOLVED – We are aware of an issue with our email server. Our engineers are working on it now and we will post again when the issue has been resolved. Thank you for your patience.
RESOLVED – The Engineering Team is currently working to resolve an intermittent internet service disruption. The team will work overnight to reboot and reset all systems to resolve the issues. Thank you for your support during this system disruption. The tech support team is resolving issues as they arise. Please call tech support if your system issues are not resolved by doing a reboot. 360-321-TECH.
Bell Canada experienced another circuit outage, resulting in reduced data and voice capacity to Point Roberts customers. This outage is out of our control. We are working with Bell Canada to determine the cause of the issue and to find a resolution. Please expect longer wait times when calling Tech Support, and check the website and Facebook for updates. You can also email Tech Support at support@whidbey.net.
RESOLVED – There is a service outage on Fish and Alpha in Freeland due to equipment damage from a mower. Repairs are underway and the outage should be resolved soon. We will post updates.
RESOLVED – There is a service outage in the Double Bluff area due to equipment damage from a mower. Repairs are underway and the outage should be resolved soon. We will post updates.
RESOLVED – Ziply sustained damage to their network due to a fallen tree. This wide outage impacts several carriers including Comcast, Verizon, Ziply, AT&T, etc. This also impacts Whidbey Telecom telephone Long Distance customers. This outage is out of our network and out of our control. We are monitoring the situation; Ziply advises repairs are underway.
We will be conducting some internal system maintenance on June 14th at 11:00pm that could impact voice services for some customers. The outage will last approximately 30 minutes. If you encounter trouble, you can email Tech Support at support@whidbey.net.
The drive thru and drop box in Bayview will be closed May 27 through June 3. Please use the drop boxes at the Freeland office or call Customer Service for assistance at 360-321-1122.
We have received reports of a new phishing scam to Whidbey Telecom customers claiming that we are upgrading our email system. If you receive this email, DELETE IT. Do not click on any links or open any attachments. If you’ve received an email you’re unsure of, please contact your Whidbey Telecom Support Team 24/7 at 360-321-TECH (8324) or email support@whidbey.net. We’re here to help!
We will be updating our internal systems on May 18th. Customers will not be able to access SmartHub during this time. The outage will last for approximately 60 minutes (midnight – 1am). This maintenance will not affect or interrupt external telephone, internet or email service for customers. If you encounter trouble after the maintenance is complete, you can email Tech Support at support@whidbey.net or call (360) 321-8324.
Infrastructure maintenance is scheduled for our fiber network in Freeland on Wednesday, May 11. This will affect all fiber customers in the area of Harbor Avenue. Maintenance is scheduled to begin at 6:00pm and downtime should be approximately 4 hours. Affected customers will experience an interruption in fiber internet and phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Whidbey Telecom Telephone Customers – voicemail and auto-attendant maintenance is scheduled for 3 am, downtime should be 10 minutes or less. Customers will experience a brief interruption in voicemail service. If you have any questions, please contact Tech Support at 360-321-8324.
Whidbey Telecom Fiber Customers in Clinton, Langley, Freeland, and Point Roberts – Network maintenance is scheduled, downtime should be 10 minutes or less. Customers will experience a brief interruption in fiber internet and phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Fiber Customers in Bayview, Swede Hill, Sandy Hook, and Cultus Bay – Network maintenance is scheduled downtime should be 10 minutes or less. Customers will experience a brief interruption in fiber internet and phone service. If you have any questions, please contact Tech Support at 360-321-8324.
RESOLVED – Our Internet and mail services went offline briefly while doing maintenance on our internal systems. The issue has been resolved and service restored.
RESOLVED – A small group of telephone customers that have chosen CenturyLink as their long distance provider are experiencing an issue making long distance and toll free calls from their Whidbey Telecom landline. Some 800 numbers may also be affected. This outage is part of a Century Link outage and is outside of Whidbey Telecom control.
Network maintenance scheduled for areas of Langley, Greenbank and Point Roberts on December 1 beginning at 12:00 am. Downtime should be 10 minutes or less. Customers will experience a brief interruption in DSL service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Clinton and Freeland on November 30 beginning at 12:00 am. Downtime should be 10 minutes or less. Customers will experience a brief interruption in DSL service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance is scheduled for areas of Langley on November 24 beginning at 12:00 am. Downtime should be 10 minutes or less. Customers will experience a brief interruption in DSL service. If you have any questions, please contact Tech Support at 360-321-8324.
On Monday, November 22 at 2:20AM a small group of fiber customers went offline when a redundancy failed. Service was restored within 50 minutes.
Network maintenance scheduled for areas of Freeland on November 23 beginning at 12:00 am. Downtime should be 10 minutes or less. Customers will experience a brief interruption in DSL service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Point Roberts on November 19 beginning at 12:00 am. Downtime should be 10 minutes or less. Customers will experience a brief interruption in DSL service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Clinton on November 18 beginning at 12:00 am. Downtime should be 10 minutes or less. Customers will experience a brief interruption in DSL service. If you have any questions, please contact Tech Support at 360-321-8324.
RESOLVED – Portable generator on site to restore power. One section of our network in the Fox Spit area is down due to loss of power. Approximately 42 customers will have no access. Our engineers are working on repairs now and we will post again when the issue has been resolved.
RESOLVED – We are aware of an issue with our email server. Our engineers are working on it now and we will post again when the issue has been resolved. Thank you for your patience.
Network maintenance scheduled for areas of Greenbank on November 11 beginning at 12:00 am. Downtime should be 10 minutes or less. Customers will experience a brief interruption in DSL service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance is scheduled for our main fiber path off island. This maintenance work is being done by an outside carrier and is out of Whidbey Telecom’s control. Because of our built-in redundancies, there should be no disruption in service. Work is scheduled for November 4 from 10pm to 5am November 5. If you have any questions, please call Tech Support at 360-321-8324.
Network maintenance is scheduled for our main fiber path off island. This maintenance work is being done by an outside carrier and is out of Whidbey Telecom’s control. Because of our built-in redundancies, there should be no disruption in service. Work is scheduled for November 3 from 10pm to 5am November 4. If you have any questions, please call Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Freeland on November 4 beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG Fiber Network customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance is scheduled for our main fiber path off island. This maintenance work is being done by an outside carrier and is out of Whidbey Telecom’s control. Because of our built-in redundancies, there should be no disruption in service. Work is scheduled for November 2 from 10pm to 5am November 3. If you have any questions, please call Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Langley on November 2 beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG Fiber Network customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Skagit Head, Sandy Hook and Point Roberts on October 28 beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG Fiber Network customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
We will be upgrading our internal phone systems on October 26th from 12am to 5am. Customers calling in to either Customer Service or Tech Support may experience brief interruptions during these hours. This maintenance will not affect or interrupt external telephone service for customers. If you encounter trouble when calling in, you can email Tech Support at support@whidbey.net.
Network maintenance scheduled for areas of Bayview and Clinton on October 26 beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG Fiber Network customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
RESOLVED – One of our fiber paths to Point Roberts may have been impacted, causing reduced bandwidth capacity for all of Point Roberts customers. Currently working with Bell Canada to determine the cause of the issue and to find a resolution.
One of our upstream internet carriers will be performing maintenance work; this maintenance is outside of Whidbey Telecom control. During this period, there is the potential for disruption of internet service of up to one hour.
RESOLVED – A small group of South Whidbey telephone customers may be experiencing phone outages when trying to make a long distance call outside of the Whidbey Telecom network. Some 800 numbers may also be affected. This outage is part of an AT&T/Ziply outage and is outside of Whidbey Telecom control.
Network maintenance scheduled for areas of South Whidbey on Wednesday, April 21 beginning at 11:55 pm through Thursday, April 22 12:20 am. Downtime should be 15 minutes or less. BiG GiG customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-TECH (8324).
RESOLVED – A main switch was experiencing issues, causing some BiG GiG customers to lose internet service. Service has been restored.
RESOLVED – We are experiencing an Internet service outage in Point Roberts due to a construction issue. Repairs are underway now, no ETA for restoration of service. We will update as soon as a field crew has assessed the damage.
RESOLVED. A small group of South Whidbey telephone customers may be experiencing phone outages when trying to make a long distance call outside of the Whidbey Telecom network. Some 800 numbers may also be affected. This outage is part of an AT&T/MCI (Verizon) outage and is outside of Whidbey Telecom control.
RESOLVED: SERVICE RESTORED
Washington is experiencing a statewide 911 outage. Please use these local contact numbers in an emergency:
North & Central Whidbey | 360-679-9567
South Whidbey | 360-321-4400
Camano Island | 360-629-2224
Recently there have been incidences of hoax emails fraudulently using the Whidbey Telecom name. This scam email claims to be from Whidbey Telecom Webmail and tells customers that their email service will be discontinued and they must upgrade. THIS EMAIL IS FAKE. Do not click on any of the links in the email and do not enter any personal information, such as user IDs and passwords.
Call us at 360-321-TECH (8324) if you have any doubts about an email you receive, or if you think you may have been a target.
RESOLVED – If you are still experiencing any issues please call 360-945-1122. Vehicle vs. Pedestal – approximately 400 customers will have no access. Working on repairs and routing traffic now. Restore information asap.
On June 3, 2020 Whidbey Telecom and all subsidiaries will transition billing systems. Once the system downtime is complete the new billing system can be found at www.whidbeytel.com/smarthub. For questions about this transition please contact customer service M-F 9am-5pm 360-321-1122
Network maintenance scheduled for areas of Freeland and Langley on May 21 beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Swede Hill and Sandy Hook on May 20 beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Bayview and Clinton on May 19 beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
RESOLVED – Please remind your email recipient to add your email address to their address book/contacts. Should you continue to have issues with undeliverable mail, contact Yahoo/AOL/AIM customer service.
We are aware of some email being delayed for up to 48 hours. The email delays are with Verizon Media, which affects Yahoo, AOL, Verizon.net and Netscape.net. All of these domains use Yahoo’s mail servers and are affected by this ongoing issue. The messages are only being delayed and will eventually get delivered to the recipients. We are working to resolve this issue as quickly as possible. Please call Tech Support at 360-321-TECH if you have any questions.
Whidbey Telecom will be performing routine maintenance on The BiG GiG Fiber Network. Starting on Thursday, April 30th at 00:01 AM, you can expect interruptions of up to 15 minutes on your fiber-connected internet and phone service. Maintenance should be complete be 02:00 AM, Thursday morning.
There has been a line cut in the Sandy Point/Beachwood area. Customers may be experiencing internet and telephone connectivity issues. Service disruptions are possible. Crews are onsite for repair work.
Some Whidbey Telecom customers may experience an “All Circuits Busy” message when trying to make a call outside of the Whidbey Telecom network. This outage is part of a Verizon service disruption. Only certain Long distance and 800 numbers that go across the Verizon Service disruption will be impacted. Whidbey Telecom engineers working with Verizon to troubleshoot and resolve. We await update from Verizon technician.
Update Thursday, April 2, 9 AM – technicians at the tower have replaced equipment. All services restored.
Update Monday, March 30, 9 AM – Traffic is being routed away from microwave radio tower while equipment is being replaced by service technicians.
Cellular and some long-distance traffic to and from Whidbey Telecom customers in Point Roberts and South Whidbey are currently experiencing intermittent issues with calls dropping and some calls not able to complete the connection. Verizon cellular customers appear to be the most impacted. Engineering has established the root cause and is in the process of routing traffic away from the overloaded microwave radio tower. A crew has been dispatched to replace the equipment that is at fault. Local calling and 911 service is not impacted.
Network maintenance scheduled for areas of Freeland and Clinton on February 27th beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Langley and Sandy Hook on February 26th beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for areas of Bayview and Swede Hill on February 25th beginning at 12:00 am. Downtime should be 10 minutes or less. BiG GiG customers will experience a brief loss of internet and/or phone service. If you have any questions, please contact Tech Support at 360-321-8324.
Network maintenance scheduled for the Possession Point area on January 30th from 9:00 am to approximately 3:00 pm. Services could potentially be affected during this time. If you have any questions, please contact Tech Support at 360-321-8324.
RESOLVED. Point Roberts connectivity has been restored, and voice and internet services are stable. A fiber tunnel had been cut, severing the cables for multiple providers across Western Washington, and causing a widespread outage.
RESOLVED. Frontier sustained heavy damage to one of their cables, impacting some cellular users and Whidbey Telecom telephone Long Distance customers.
RESOLVED. A small group of South Whidbey telephone customers may have experienced an “All Circuits Busy” message when trying to make a call outside of the Whidbey Telecom network. This outage was part of a large Frontier/Comcast North Whidbey issue and is outside of Whidbey Telecom control.
