Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13
BDFL - Memuneh
66185 posts

Uber Geek

Administrator
Trusted
Geekzone
Lifetime subscriber

  #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 - Memuneh
66185 posts

Uber Geek

Administrator
Trusted
Geekzone
Lifetime subscriber

  #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.







 
 
 
 


236 posts

Master Geek


  #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.
Twitter: @asgard


2409 posts

Uber Geek

Trusted

  #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.


19282 posts

Uber Geek
Inactive user


  #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

213 posts

Master Geek


  #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!

42 posts

Geek

Trusted

  #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





@richirvine
@telecomnz


 
 
 
 


1572 posts

Uber Geek

Trusted

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

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





213 posts

Master Geek


  #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. :)

42 posts

Geek

Trusted

  #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.




@richirvine
@telecomnz


BDFL - Memuneh
66185 posts

Uber Geek

Administrator
Trusted
Geekzone
Lifetime subscriber

  #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.





42 posts

Geek

Trusted

  #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.




@richirvine
@telecomnz


14899 posts

Uber Geek

Trusted
Subscriber

  #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
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Be it ever so humble, there is no place like home.


213 posts

Master Geek


  #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. :)

1945 posts

Uber Geek

Subscriber

  #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). 

:-)



1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13
View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

New online learning platform for kids stuck at home during COVID-19 lockdown
Posted 26-Mar-2020 21:35


New 5G Nokia smartphone unveiled as portfolio expands
Posted 26-Mar-2020 17:11


D-Link ANZ launches wireless AC1200 4G LTE router
Posted 26-Mar-2020 16:32


Ring introduces two new video doorbells and new pre-roll technology
Posted 17-Mar-2020 16:59


OPPO uncovers flagship Find X2 Pro smartphone
Posted 17-Mar-2020 16:54


D-Link COVR-2202 mesh Wi-Fi system now protected by McAfee
Posted 17-Mar-2020 16:00


Spark Sport opens its platform up to all New Zealanders at no charge
Posted 17-Mar-2020 10:04


Spark launches 5G Starter Fund
Posted 8-Mar-2020 19:19


TRENDnet launches high-performance WiFi Mesh Router System
Posted 5-Mar-2020 08:48


Sony boosts full-frame lens line-up with introduction of FE 20mm F1.8 G large-aperture ultra-wide-angle prime Lens
Posted 5-Mar-2020 08:44


Vector and Spark teamed up on smart metering initiative
Posted 5-Mar-2020 08:42


Schneider Electric launches new PDL Pro Series designed specifically for the commercial building market
Posted 5-Mar-2020 08:39


Kiwi app Pedigree DentaStix Studios uses pet images to counter impact of negative social media Content
Posted 5-Mar-2020 08:32


Samsung expands to New Zealand in 5G Networks Deal with Spark
Posted 5-Mar-2020 08:17


New Vodafone mobile data plans with unlimited data
Posted 26-Feb-2020 06:55



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.