MidSouth Fiber Internet was recently honored with the Calix Operations Innovation Award at the Calix ConneXions 2025 Conference, joining a select group of only seven broadband service providers recognized nationwide.
The award highlights MidSouth’s success in reducing internet outage-related support calls by 57% through a proactive internet outage notification system, which is built on transparency, rapid communication and a commitment to better service for subscribers.
The ONS was created to provide better communication and full transparency to subscribers’ during service interruptions.
“Stable internet has become almost as important as stable electricity,” says Luke Hofferber, MidSouth Fiber technical project coordinator. “Our community relies on internet to run businesses, work or learn from home, and unwind after a long day. If our members are going to experience an outage, it’s our responsibility to be transparent and communicate when service will be restored.”
While outage detection has always been possible, the real challenge was shifting from a reactive model to a proactive one. Early versions of the system—a network map with outage indicators—still left a gap, as most subscribers called within 15–45 minutes of losing service. MidSouth set a new goal: detect, verify and communicate within 15 minutes.
Today, the ONS does exactly that. It follows a clear four-stage process, from immediate detection and crew dispatch to regular updates and final restoration confirmation. Subscribers receive text notifications throughout, keeping them informed every step of the way.
Hofferber says this system isn’t about white glove service—it’s about setting a higher industry standard. The award recognizes not just the system itself but the teamwork required to execute it. “It’s a tool that coordinates communication between support, operations and our subscribers,” Hofferber says. “Winning the award was great recognition, … [but trust] still [must] be earned every day.”
Ultimately, the ONS grew from subscriber feedback—a reminder that MidSouth’s commitment to continuous improvement is shaped directly by the local community and valued subscribers.
