Internet company responds to incident that caused citywide water problems in Copperas Cove

COPPERAS COVE, Texas (KWTX) – Metronet, a high-speed internet service provider installing a fiber optic network in Copperas Cove, apologizes to residents affected by the water problems and says it is working with the city to prevent future incidents, according to a statement sent to KWTX.

The city of Copperas Cove said construction workers for Metronet damaged a water main on Friday, forcing the city to issue a citywide boil water notice for several days.

In a social media post, the city said crews worked through the night Friday to repair the line, restore water pressure and reopen the affected road by Saturday morning.

Some residents called for those responsible for the incident. The city said Metronet does not have a contract with the city but is allowed to operate without a permit from the state of Texas.

“We apologize to the residents of Copperas Cove who were impacted by the water main damage,” Metronet Central Regional Vice President Kris Smith said in a statement to KWTX. “Building a fiber optic network is difficult work, and sometimes our teams inadvertently cause damage despite our industry-leading safety protocols.”

The company said it is working with the city to identify areas that have water mains.

“While we investigate the root cause of this incident, we are taking additional steps to ensure that these critical lines are properly located or avoided entirely in the future,” he said.

He said Metronet is working with the city to prevent future incidents.

Metronet is offering a refund for hotel costs to Copperas Cove residents who were affected by the boil water notice. You can request a refund here or call 877-386-3876.

Metronet said those requesting hotel reimbursement must list “affected property” as the reason.

The city lifted the boil water notice on Sunday afternoon.

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