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BDFL
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  Reply # 731138 12-Dec-2012 09:44 Send private message

Another update from Telecom:


Telecom advises that it has restored service to the vast majority of customers, but is monitoring the network closely and urgently investigating the underlying cause of the problem.

Telecom's CEO Retail Chris Quin says customers expect a reliable and robust broadband service from Telecom and rightly so given the role the internet now plays as a major communications tool.

"We have a comprehensive review underway to ascertain how these issues can be minimised in the future and apologize unreservedly to customers for any disruption these outages caused in the interim."

Telecom apologises to customers affected by these incidents and the inconvenience they have caused.

The first outage occurred early yesterday morning with service restored by 8.15am.

Another outage last night was identified at 9.45pm with service restored by 11.35pm (although it took up to an hour or more for some customer modems to be reconnected).

The first outage related to a problem with a software upgrade on an Auckland-based server that is part of a system which handles just over 300,000 customers, representing approximately two-thirds of Telecom?s broadband customer base. The problem meant customer modems were failing to authenticate when trying to communicate with the server. The Auckland server normally runs in parallel with a Christchurch based server and service was initially restored by removing the Auckland server from the system and running solely on the Christchurch server.

Yesterday afternoon service resumed on both parallel servers, but last evening further problems were experienced with the Christchurch server overloading due to issues synchronising information between the two servers. To address this issue, the Christchurch server was taken off the system late last night, with internet traffic all going through the Auckland server.

Close monitoring overnight indicated that some customer modems were having intermittent problems connecting to broadband, which is believed to have been caused by the capacity pressure on the single Auckland server. The Christchurch server was brought back up just after 9.00am this morning and the number of internet connections improved rapidly from this time, with 90%+ active connections by 9.30am.

Telecom helpdesks are also experiencing higher than normal levels of calls for this time of the day, but this may be due to customers being unable to connect because they need to reboot their modems first. Although most modems will reconnect automatically, a minority need to be turned off and back on again.






BDFL
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  Reply # 731152 12-Dec-2012 09:53 Send private message

I am really surprised (actually not) with some people's comments here that Telecom doesn't consider consumer broadband important, or staff are not working as hard as they could.

This is disrespectful. I understand people saying they aren't happy with the service. I understand people saying something was wrong. I believe all this information will be used in a review.

But taking your grumpiness onto people is not acceptable. Not happy with the service, there are plenty of options.







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  Reply # 731159 12-Dec-2012 09:58 Send private message

Or the fact that assumptions are being put on some of us where our comments are being taken negatively.

Differing opinions etc. but please don't troll when your facts are completely wrong about where a person is coming from.

Yes, everyone is passionate about this. Let's not all get aggro about it.




Zeb A.
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  Reply # 731166 12-Dec-2012 10:03 Send private message

I don't know if its related but in the Auckland CBD last night around 1:30am -> 2:30am Telecom Mobile looked like it was out. No voice calls could be made in/out but data was working until about 2:00am and then stopped the same as voice until 2:30am.


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  Reply # 731171 12-Dec-2012 10:04 Send private message

LennonNZ: I don't know if its related but in the Auckland CBD last night around 1:30am -> 2:30am Telecom Mobile looked like it was out. No voice calls could be made in/out but data was working until about 2:00am and then stopped the same as voice until 2:30am.



No way it's related but there was an issue or planned work




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  Reply # 731177 12-Dec-2012 10:08 Send private message

freitasm: I am really surprised (actually not) with some people's comments here that Telecom doesn't consider consumer broadband important, or staff are not working as hard as they could.

This is disrespectful. I understand people saying they aren't happy with the service. I understand people saying something was wrong. I believe all this information will be used in a review.

But taking your grumpiness onto people is not acceptable. Not happy with the service, there are plenty of options.





I'm not saying they're not working as hard as they can. It's just what we expect. That's the industry. It's not disrespectful at all -- it's what they are employed to do.

I know, I've been involved in my fair share of major disaster recovery incidents and it's just what you do -- grunt up and get on with it. I never expect people to "respect me" for it!

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  Reply # 731187 12-Dec-2012 10:23 Send private message

Richard from Telecom here, appreciate the thoughts on the service alerts. For us, we're trying to  explain why your broadband is down, in language that everyone can understand. Also understand some of the more tech savvy folk here may find them lacking in detail, we take that on board.

There's a little more info on this media update.

Lastly, apologies to everyone here who was affected. This last 24 hours or so is the last thing we're trying to provide you - yes, the team here are working extremely hard to get this sorted out, as you'd expect.

Cheers





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  Reply # 731189 12-Dec-2012 10:24 Send private message

thanks to everyone at telecom working so hard to help fix this issue :)





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  Reply # 731193 12-Dec-2012 10:27 Send private message

richirvine: Richard from Telecom here, appreciate the thoughts on the service alerts. For us, we're trying to  explain why your broadband is down, in language that everyone can understand. Also understand some of the more tech savvy folk here may find them lacking in detail, we take that on board.

There's a little more info on this media update.

Lastly, apologies to everyone here who was affected. This last 24 hours or so is the last thing we're trying to provide you - yes, the team here are working extremely hard to get this sorted out, as you'd expect.

Cheers



Thanks Richard for the update. You're on Geekzone so I think it's safe to use technical speak if you want to. :)

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  Reply # 731194 12-Dec-2012 10:29 Send private message

@JonoNZ I'm the last person you want to hear tech speak from chap ;)

Thanks team.




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  Reply # 731200 12-Dec-2012 10:33 Send private message

richirvine: Richard from Telecom here, appreciate the thoughts on the service alerts. For us, we're trying to  explain why your broadband is down, in language that everyone can understand. Also understand some of the more tech savvy folk here may find them lacking in detail, we take that on board.

There's a little more info on this media update.

Lastly, apologies to everyone here who was affected. This last 24 hours or so is the last thing we're trying to provide you - yes, the team here are working extremely hard to get this sorted out, as you'd expect.

Cheers



Thanks Richard. For people reading here, the updates in the media page are the same ones I am posting here as soon as I receive them.





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  Reply # 731202 12-Dec-2012 10:35 Send private message

freitasm:

Thanks Richard. For people reading here, the updates in the media page are the same ones I am posting here as soon as I receive them.



Sorry yes, absolutely correct, appreciate you doing this sir.




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  Reply # 731227 12-Dec-2012 11:00 Send private message

Going from 20 odd nodes to 3 probably was not the wisest move to make




Mike

 Interesting. You're afraid of insects and women. Ladybugs must render you catatonic.

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  Reply # 731245 12-Dec-2012 11:25 Send private message

KiwiNZ: Going from 20 odd nodes to 3 probably was not the wisest move to make


Sounds interesting! You need to elaborate -- sounds a bit like the RNC architecture issue that affected XT. Wild speculation of course. :)

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  Reply # 731251 12-Dec-2012 11:37 Send private message

** It seems Telecom have set up a dedicated 0800 line for its customers **

0800 222 222

simply leave your message and they will endevour to respond by 25th December (but you have to be nice when leaving the message I suspect). 

:-)



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