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298 posts

Ultimate Geek


  # 1292739 28-Apr-2015 09:28
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Whinery: I've been told the issue is resolved, but I haven't been given any details yet.  We sincerely apologize for any inconvenience, and when I get in tomorrow, and have a sit down with the team, I'll be looking at causes and responses to see how we can handle things like this better in the future.




Any technical news? don't expect a full breakdown but a general idea of the issue was would be good

96 posts

Master Geek

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  # 1292755 28-Apr-2015 09:48
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qyiet:
I'm not on my home connection, however it isn't responding to pings, and none of the services that I can access remotely have come online either.  I'll go onsite at 10am and confirm, but I don't think everything has been fixed :(


It's not quite 10, but when you try it, it's good to reboot the router if it's not working when you first try (and I'd reboot the ONT if a router reboot doesn't work, but the LFCs have told me to not recommend that, as that's LFC, not RSP equipment, so I'm not recommending you do it, just saying what I'd do).

I haven't heard of anyone having trouble connecting after it cleared.  Please give us a call if it's not working for you.


 
 
 
 


454 posts

Ultimate Geek

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  # 1292843 28-Apr-2015 11:24
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Whinery:
qyiet:.. my home connection, .. isn't responding to pings, ...

.. reboot the router ...


Yep, router reboot was all it took. 

Whinery: I'll be looking at causes and responses to see how we can handle things like this better in the future



Can I suggest "Send an SMS to affected customers letting them know the major issue should now be resolved, and to contact you if still experiencing issues."  when the issue is clear. 






Warning: reality may differ from above post

182 posts

Master Geek
Inactive user


  # 1292883 28-Apr-2015 11:57
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Communication is key..
I rang the 0508 number and got a lady that sounded like she wasn't sure about anything..
Then the next day a message was on the ivr.. bad communication right there..
I'll need some convincing My Republic..

864 posts

Ultimate Geek

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  # 1292907 28-Apr-2015 12:41
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Spoke with the call center and I'm happy with the conclusion.
At least they know what went wrong, they just need to work on letting people know what's going on (which can admittedly be difficult). Also probably worth speaking with partners to ensure that any and all network configuration changes are done during offpeak time with technicians on hand, and the ability to roll them back on the fly. AKA a standard out-plan for a failed job.


Still, it could have been worse, but unfortunately as the RSP this does reflect most poorly on MyRepublic, and I'm sure this early on they'll need to do what they can to ensure they don't take another hit like this.




Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.


20 posts

Geek


  # 1293068 28-Apr-2015 17:21
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qyiet:

I'm not on my home connection, however it isn't responding to pings, and none of the services that I can access remotely have come online either.  I'll go onsite at 10am and confirm, but I don't think everything has been fixed :(


Just need to restart everything (well i did but probably just ONT would have solved it) to get it back up again, hence why your pings arent working, but im sure you have found that out by now.

454 posts

Ultimate Geek

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  # 1293070 28-Apr-2015 17:33
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StGabriel: Just need to restart everything (well i did but probably just ONT would have solved it) to get it back up again, hence why your pings arent working, but im sure you have found that out by now.


Actually just the router (as was noted a couple of posts back smile ), I didn't have to touch the ONT.  




Warning: reality may differ from above post

 
 
 
 


20 posts

Geek


# 1293078 28-Apr-2015 18:01
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qyiet:

Actually just the router (as was noted a couple of posts back smile ), I didn't have to touch the ONT.  


Actually Qyiet, im a moron and didnt realise we had hit a second page of responses, i was responding to your post from this morning. *shakes head

635 posts

Ultimate Geek


  # 1293097 28-Apr-2015 19:20
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Email from MyR.

One month free, I'll take it thanks.



22 posts

Geek


  # 1293173 28-Apr-2015 22:05
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browned: Email from MyR.

One month free, I'll take it thanks.

Yes - a good response from My Republic....cheers!

70 posts

Master Geek


  # 1293179 28-Apr-2015 22:18
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fishb8:
browned: Email from MyR.

One month free, I'll take it thanks.

Yes - a good response from My Republic....cheers!


Is it though? Very vague about liability in their RFO and three days is pretty serious. Credit is great if you're in no rush to change thou, so that's okay I guess.

Two of my friends are with them and aren't using the free month, they're changing ISPs ASAP.

635 posts

Ultimate Geek


  # 1293239 29-Apr-2015 06:41
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I don't think changing ISP's is going to help, MyR mention UFF and Vocus in their email. Both external companies. We pay for service from the ISP, the ISP pays for service from UFF, where Vocus fit into it I don't know but would assume it is some kind of hardware provider that MyR would have on a 24/7 4 hour response or better contract.

Be interesting to see if any other people have had other long outages on different UFB ISP's in Hamilton.




70 posts

Master Geek


  # 1293241 29-Apr-2015 07:13
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browned: I don't think changing ISP's is going to help, MyR mention UFF and Vocus in their email. Both external companies. We pay for service from the ISP, the ISP pays for service from UFF, where Vocus fit into it I don't know but would assume it is some kind of hardware provider that MyR would have on a 24/7 4 hour response or better contract.

Be interesting to see if any other people have had other long outages on different UFB ISP's in Hamilton.





Vocus are an upstream provider for them, by the way.

I think it would. I'm with a relatively small provider who has only had a couple of issues with connectivity with UFF, one of which being a line card. Completely resolved within 2 hours. Upstream outages have been mitigated by having a backup provider out of Hamilton, so redundancy. Talking with an Engineering manager from UFF a couple weeks ago indicated that the only fault that should last this long based on it being completely their fault is a physical issue with a CO, e.g. fire damaging fibres going into the OLT.

Unless I get to see a more specific RFO, I'm of the belief that these guys were simply unprepared.

454 posts

Ultimate Geek

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  # 1293251 29-Apr-2015 07:59
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browned:We pay for service from the ISP, the ISP pays for service from UFF, where Vocus fit into it I don't know...


This hasn't been updated for a while, so I can't see myR this map, but they would fit on the first line of blue with a plug back into Vocus

http://ispmap.co.nz/work/topmap-16-Sep-2014.html

So UFF does the connection for us to MyR, and Vocus does the connection from MyR to the world.




Warning: reality may differ from above post

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