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1539 posts

Uber Geek


  #730997 12-Dec-2012 00:03
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isphell: Not all those 8760 hours are equal though, it doesn't really matter if the internet is up when you don't really need it but when you do really need it and it is down then all the time that it was up before does not help.

How do you determine when it is really needed without a SLA stating what hours a service is guaranteed?

One person may need it during the day where as I need it at night to do my back ups and the person down the road may need it between 5-7pm and so on.

63 posts

Master Geek

  #731002 12-Dec-2012 00:13
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Telecom twitter says the network has been restarted and is restoring, it would be helpful if they gave us an eta, surely if all goes well with that they would have a pretty good idea of how long it takes, as it is i have no idea if I wait another 5 minutes I can finish what I started 2 hours ago or whether I might have to wait 1/2 an hour or longer in which case I can go and do something else or give up.


69 posts

Master Geek

  #731005 12-Dec-2012 00:15
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I'm back up in Hamilton (3mins ago), had to reboot router. Posting via xtra now.

929 posts

Ultimate Geek
Inactive user

  #731006 12-Dec-2012 00:16
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Back up here good Job telecom techies :)

63 posts

Master Geek

  #731007 12-Dec-2012 00:19
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Thanks BadMac, I can get off this dialup now then and just wait, I couldn't be on dial up and have adsl router on at the same time(yes I'm sure if there was a way around it if I wanted to spend the time) which makes things tricky.

40 posts


  #731008 12-Dec-2012 00:20
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virtuadude: [snip]
Thank you for replying, but you can understand my unease when the call center tier 1 tells me that everyone who can fix it goes home at 11pm and I've just been disconnected after waiting 48 minutes on hold and we are 12 minutes away from no help til morning time according to 1st tier. Tier 1 said it was a simple authentication issue yesterday but no one could fix it until 7am when they get back and lo and behind it was fixed by 8amish.

I don't mean to be difficult and I understand more is going on than I know to resolve this, but not having an eta really is a problem. I can't work since work requires Internet and I can't watch tv since that does too for me. It's a big deal for me when the outage is > 2hrs.

Thanks for your help and any info you can provide helps! My world doesn't stop at night time and I wish I had a morr stable connection. Hence the back up Vodafone I'm writing you on...

I'm sorry our helpdesk clearly gave you the wrong information about the fix process. I've seen the nearly quarter hour updates from the issue last night and the timestamps on the notes show that several people were working through the night on a complicated issue.

Clearly the current issue is related to the issue last night... (whether or not it's a recurrence or related to a capacity issue etc will have to wait until the dissemination of the root cause tomorrow)

Whatever the case, I can absolutely assure you that this has the full attention of the right people, and there's _NO WAY_ work is stopping on this until it's solved.

Sorry I can't provide an ETA either. It's not as simple as turning something off and on again. The systems involved process a staggering number of transactions and even under emergency conditions, working on systems like these requires patience and consideration.

Neil G

Thanks I do appreciate your responses (and updates of course). I recognize this isn't a trivial exercise, but if there were as youve mentioned, a *timely* & *accurate* status page then it would be much easier and probably more cost effective for your support staff. If I can't rely on the network page or the recorded message on the phone says "resolved" when it's not, you can see how that lack of communication & trust in those few info methods can foster frustration at the very least, top it off with tier one giving erroneous information, and you just want to give up. If it wasn't for communities like geekzone with the friendly and intelligent working pros here I would be quite in the dark most of the time.

If it's this painful for some one like me who understands a bit about what my modem tells me, and that I happen to know about this forum, then I can only imagine how it is for most average Internet users.

100% uptime is probably unrealistic to expect and I'm thankful for the work people like you are doing to fix things, however it has been a bad month for me with my telecom broadband. I had a crossed line and lost phone and internet when a tech accidentally did something at my exchange for another customer. Clearly this is a much bigger issue i get that. As long as we know people recognize the importance to us and are really working on it and can give us etas, or at least regular updates that helps us cope with a bad situation as you scramble to fix things. I don't know about everyone else but my life and schedule often gets turned upside down with long or recurring outages.

And these things tend to hit when I've got a deadline and now that alot of my tv entertainment is streaming. Sigh.

Keep the updates coming please!


1948 posts

Uber Geek
Inactive user

  #731009 12-Dec-2012 00:20
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I'm back online now too (was impacted and was on 3G, now back on DSL).

Normally it takes about 30 mins for everyone (~300k or so) to reconnect...


40 posts


  #731010 12-Dec-2012 00:23
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No need. Back up here on north shore.

Good work!

Send thanks to the people on the ground that work hard for us. With yesterday nights outages lasting 8 hrs for me I was afraid this one was going to be extended too. I'm quite happy if it was only <3 hrs for me! :-)

55 posts

Master Geek

  #731012 12-Dec-2012 00:28
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Back up here in Avonside, CH, didn't even have to re-boot my router

63 posts

Master Geek

  #731013 12-Dec-2012 00:38
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Just came back up here now in Wellington region, now I can finish off that last 5 minutes of internet time I needed to get finished what I was doing.

1948 posts

Uber Geek
Inactive user

  #731017 12-Dec-2012 00:55
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Well I'm off to bed, hope everyones intertubes are back.  And if not just restart your modem, and keep on restarting (or hitting connnect) until it comes back.

40 posts


  #731018 12-Dec-2012 01:00
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It went down again (in Albany) just now.. Spoke too soon and jinxed it. Hitting that connect button I feel like a rat pressing a lever to get a random food pellet.

9142 posts

Uber Geek

Lifetime subscriber

  #731028 12-Dec-2012 01:53
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plambrechtsen: Well I'm off to bed, hope everyones intertubes are back.  And if not just restart your modem, and keep on restarting (or hitting connnect) until it comes back.

Dedication++ - Good job bro, have fun at work today :)

BDFL - Memuneh
66185 posts

Uber Geek

Lifetime subscriber

  #731044 12-Dec-2012 07:17
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Just received:

Telecom has restored service to the majority of its customers impacted by two broadband outages yesterday.

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 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."

179 posts

Master Geek

Lifetime subscriber

  #731049 12-Dec-2012 07:36
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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.

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