On January 10, 2020, callers wanting to request locate tickets were met with busy signals. Those who reached Sunshine 811 were on hold for almost an hour - and sometimes longer. Plus, some Internet Ticket Entry users couldn’t get logged in. You were frustrated. You were upset. And you just wanted to reach a human!
Wednesday evening, January 8, 2020, Sunshine 811 was attacked by a malicious virus, shutting down our systems and phones. It couldn’t have happened at a worse time as we were preparing for a cut over to a new system, Exactix.
Our Technical Operations Department worked 30 hours straight to rebuild the servers and the conversion went on as scheduled the night of January 9, 2020. By 8:30 a.m. January 10, the call center was taking calls again.
Why the busy signals?
Call volume has been extremely high as excavators had to make up for the missed day. Additionally, not all ITE users had pre-registered for Exactix, which led them to also call 811.
Each day things get a little better. Our answer speed is steadily declining and ITE users are getting registered. We thank you for your continued patience as we work through all of the details.