Telecom broadband down again 2012-12-11 21:45

Forums › Spark New Zealand (including Skinny and BigPipe) › Telecom broadband down again 2012-12-11 21:45

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274 posts

Ultimate Geek
+1 received by user: 43

#731051 12-Dec-2012 07:42

morrisk: Back down again here in Wellington. Service was restored this am after rebooting modem and resetting router. Ran for an hour or so ok but as of now back to square one. I'm getting tired of going under the stairs to reset my modem etc.

Still down here in Northcote Pt, too.

Handle9

11927 posts

Uber Geek
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#731058 12-Dec-2012 08:02

I'm down again. This is getting really old.

JonoNZ

274 posts

Ultimate Geek
+1 received by user: 43

#731059 12-Dec-2012 08:04

Is Telecom broadband working for anyone?

MushroomsNZ

14 posts

Geek

#731064 12-Dec-2012 08:10

I'm back up.

JonoNZ

274 posts

Ultimate Geek
+1 received by user: 43

#731067 12-Dec-2012 08:15

MushroomsNZ: I'm back up.

Restarted the Draytek modem, still down here.

bender84

78 posts

Master Geek
+1 received by user: 6

#731071 12-Dec-2012 08:19

For me, seems it has been up and down (Continuously losing my PPP connection). At 4:30AM when I briefly woke up it was working OK, at 6:10AM it was down again, came back up around 7:00 AM. I would hope this wont be going on for much longer!!

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Damager

2125 posts

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#731072 12-Dec-2012 08:22

Down again in Hamilton. Was up earlier around 5am

- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
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Asrafrate

276 posts

Ultimate Geek
+1 received by user: 19

#731077 12-Dec-2012 08:30

Ah. Two mornings in a row no net access. Good to know it ain't me.

Hope Telecom can get it's services sorted soon.

p.s. does SNAP use any of Telecom's services? Will be moving to them when I move house this Saturday.

Zeb A.
Twitter: @asgard

gished

276 posts

Ultimate Geek
+1 received by user: 10

#731082 12-Dec-2012 08:36

Two mornings in a row with no internet, anyone would think the world was about to end... oh wait.

Asrafrate

276 posts

Ultimate Geek
+1 received by user: 19

#731085 12-Dec-2012 08:40

gished: Two mornings in a row with no internet, anyone would think the world was about to end... oh wait.

LOL :)
I guess when you expect something to be available, it's part of your routine yadda yadda, it's a bit Eh? worthy. I realised Telecom was having issues and used the spare time to do some more packing :)

Zeb A.
Twitter: @asgard

surfisup1000

5288 posts

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#731088 12-Dec-2012 08:46

Telecom 123 service is also down due to overload I suppose .

Telecom appear to think they can get away without paying compensation. I'd have thought they couldn't contract themselves out of the CGA.

My opinion is that this is a mistake on their behalf for poor planning -- it is not a routine hardware failure which we all accept can occur from time to time but still should be minimised through redundancy.

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old3eyes

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#731090 12-Dec-2012 08:46

Asrafrate: Ah. Two mornings in a row no net access. Good to know it ain't me.

Hope Telecom can get it's services sorted soon.

p.s. does SNAP use any of Telecom's services? Will be moving to them when I move house this Saturday.

And then when Snap has the same problem??

Regards,

Old3eyes

freitasm

BDFL - Memuneh
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#731092 12-Dec-2012 08:51

Just received:

The Telecom broadband network is still experiencing problems this morning. Although Telecom has restored service to the majority of its customers, a significant number of customers are receiving intermittent coverage and may find that their connection drops out. It is estimated that the number of customers affected at any one time is in the tens of thousands.

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.

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

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 now all going through the Auckland server. Telecom is urgently investigating why the synchronisation issues occurred.

Close monitoring overnight has indicated that some customer modems may be having intermittent problems connecting to broadband. 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.

For the latest updates, please call our broadband helpdesk line 0800 225598 or check www.telecom.co.nz service alerts from your smartphone.

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."

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JamesL

956 posts

Ultimate Geek
+1 received by user: 342
Inactive user

#731093 12-Dec-2012 08:51

Just out of interest, when there's clearly an outage affecting everyone, what do those that call up the helpdesk hope to achieve?

Are you calling to express your frustration and get told to restart your router or?

Asrafrate

276 posts

Ultimate Geek
+1 received by user: 19

#731096 12-Dec-2012 08:54

old3eyes:
Asrafrate: Ah. Two mornings in a row no net access. Good to know it ain't me.

Hope Telecom can get it's services sorted soon.

p.s. does SNAP use any of Telecom's services? Will be moving to them when I move house this Saturday.

And then when Snap has the same problem??

Stay with SNAP. I'm only changing because I'm moving to another location. The account holder with Telecom isn't moving with me so I need to set up my own account. Has nothing to do with Telecom themselves.

Why all the aggro?

Zeb A.
Twitter: @asgard

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