News

Total Serving Customers without Interruption Following Massive Power Outages

East Hartford, CT, November 1, 2011 - As of 11:11 am on November 1st, 94% of CL&P customers in East Hartford, Connecticut, were still without power* following snow storm Alfred.  But at corporate headquarters for Total Communications, Incorporated, a New England leader in business communications and IT services, the facility, network, and employees have been running without interruption.  Thanks to a 150 KW hard wired electrical generator with a 900 gallon fuel tank, the building is fully powered, so Total’s customer service staff, technicians and network engineers are able to respond to customer calls.  They are also able to assist in re-setting equipment and restoring network settings from their sophisticated Network Operations/Monitoring center. 

“For customers who provide essential services, such as medical practices, their ability to continue operating is critical. By remaining in continual operation ourselves, we are able to help our customers maintain their communications,” according to Richard Lennon, CEO and President of Total Communications. “Where available, our Carrier Services Group can assist with “re-pointing” existing carrier services to other locations with service, allowing businesses and organizations to resume making and receiving calls,” he says..

Since Monday, the volume of calls customer service representatives field has doubled. Joe Gay, Vice President of Operations, says that other than the increase in volume, “it’s business as usual” at Total Communications. He does expect a further increase in calls as power is gradually restored throughout Connecticut, but notes that Total Communications is prepared .

Besides the electrical generator, Total is equipped for business continuity with redundant network operating centers and a voice-over-IP communication system that allows workers to be easily relocated from satellite offices without power to the corporate office. Since Total offers Business Continuity / Disaster Recovery Planning as a service to customers, their own disaster recovery plan is built on IT industry “best practices.” The company offers an innovative backup solution, Total 360, a hybrid onsite/offsite approach that gives customers the ultimate in data security and availability .

“We understand 70% of businesses that suffer a serious data loss are out of business within two years,” comments Mr. Lennon. “We are urging our customers who have not already implemented a business continuity / disaster recovery plan to make this a priority once their power is restored and their business is up and running again,” he says.

In the meantime, Total Communications staff is ready to assist customers remotely and on-site, if needed. Total customers who want help re-setting their communication systems can call 800.300.0824 (select Option 1) to be connected with Telephone System/Data Network Group. Customers who need to re-establish telephone service from their carrier can call Total’s Carrier Services Group at 800.300.0824 (select Option 4). Customers can request service online at or by e-mail.

* Source: Connecticut Light & Power Outage Map.