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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#731252 12-Dec-2012 11:37

JonoNZ:
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. :)

Yep it is wild speculation and completely inaccurate. The outage had nothing to do with any nodes removed from any part of the solution. More of some key redundant nodes having a system upgrade which caused a chain of events to occur impacting customers broadband.

Believe me this has the highest visibility across the organisation and is being worked on to resolve it now and into the future.

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michaelmurfy

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#731254 12-Dec-2012 11:38

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.

The customers complaining on Facebook makes me kinda sick, they remind me of Vultures, as soon as something dies demand compensation to stay, sure it's an inconvenience but they don't have any SLA nor has broadband ever been a guaranteed service, the customers that say "I am losing $xx per second because of this" should also have a backup plan.

I have a 3G router floating around here along with my mobile phone which is on a decent data plan, if internet went down it's a chance to go outside or if I was doing actual work then tether some internet and just continue.

</rant>

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MikeB4

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#731262 12-Dec-2012 11:46

plambrechtsen:
JonoNZ:
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. :)

Yep it is wild speculation and completely inaccurate. The outage had nothing to do with any nodes removed from any part of the solution. More of some key redundant nodes having a system upgrade which caused a chain of events to occur impacting customers broadband.

Believe me this has the highest visibility across the organisation and is being worked on to resolve it now and into the future.

hmmm OK

sheep

2 posts

Wannabe Geek

#731266 12-Dec-2012 11:49

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

At what point in history have Telecom had 20 nodes to manage user authentication?

bleater

57 posts

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#731267 12-Dec-2012 11:49

Agreed, there's no need to make personal attacks on people who aren't responsible and are working to clean up someone else's mess, but the fact remains that someone bungled it...

What kind of cowboys plan and execute an upgrade live on a critical system with the ability to affect 300 000+ customers?! Contingency planning, backup systems, upgrading the system on shadowed data... there are many more strategies for doing this correctly. Two separate extended periods of downtime is a monumental cock-up in anyones' book, and unfortunately all too typical an outcome of the "she'll be right" slack attitude seen often here in NZ.

Talkiet

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#731272 12-Dec-2012 12:00

bleater: [snip]Two separate extended periods of downtime is a monumental cock-up in anyones' book, and unfortunately all too typical an outcome of the "she'll be right" slack attitude seen often here in NZ.

The 'outages' were NOT separate events, the cause of the 2nd issue overnight was very closely related to the first. I understand many people were (rightly) frustrated, but I respectfully submit you don't know a thing about the multiple layers of approvals that go on to do work on the live Telecom network.

These things happen sometimes. I'm not saying it wasn't a cock-up though, but don't suggest that it came from a "she'll be right attitude" unless you actually know what happened please.

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N.

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plambrechtsen

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#731278 12-Dec-2012 12:05

Talkiet:
bleater: [snip]Two separate extended periods of downtime is a monumental cock-up in anyones' book, and unfortunately all too typical an outcome of the "she'll be right" slack attitude seen often here in NZ.

The 'outages' were NOT separate events, the cause of the 2nd issue overnight was very closely related to the first. I understand many people were (rightly) frustrated, but I respectfully submit you don't know a thing about the multiple layers of approvals that go on to do work on the live Telecom network.

These things happen sometimes. I'm not saying it wasn't a cock-up though, but don't suggest that it came from a "she'll be right attitude" unless you actually know what happened please.

Regards
N.

+1 Neil... "multiple layers of approvals" I don't think even starts to convey the complexity and levels of business acceptance required for releasing changes into the production environment.

JonoNZ

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Ultimate Geek

#731281 12-Dec-2012 12:07

bleater: Agreed, there's no need to make personal attacks on people who aren't responsible and are working to clean up someone else's mess, but the fact remains that someone bungled it...

What kind of cowboys plan and execute an upgrade live on a critical system with the ability to affect 300 000+ customers?! Contingency planning, backup systems, upgrading the system on shadowed data... there are many more strategies for doing this correctly. Two separate extended periods of downtime is a monumental cock-up in anyones' book, and unfortunately all too typical an outcome of the "she'll be right" slack attitude seen often here in NZ.

I don't remember seeing any personal attacks to be honest, can someone point me to those?

bleater

57 posts

Master Geek

#731289 12-Dec-2012 12:12

There was a reference made to facebook, and plenty of ranting there.. https://www.facebook.com/telecomnz. The standard of the English on show is almost descending to the level of YouTube comments.

kiwirock

660 posts

Ultimate Geek

#731293 12-Dec-2012 12:17

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.

Not sure, but my Snap has been going fine

kiwirock

660 posts

Ultimate Geek

#731296 12-Dec-2012 12:21

Zeon: Ah man, would hate to be the techs trying to fix it.

I'd rather be the tech fixing it than the one who broke it. I like the old saying, if it ain't broke, don't fix it

Asrafrate

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#731299 12-Dec-2012 12:23

kiwirock:
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.

Not sure, but my Snap has been going fine

Thanks for the response (and not making the horrid assumption I'm jumping ship) :)

I'd love to stick with Telecom to be honest. In the 7 years I've used their broadband system I've been happy with the service. I'm just living on my own now, and need to watch the $. SNAP met my requirements. If Telecom gave me Naked Broadband 50GB for $70 I'd be with them still. :)

Zeb A.
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boby55

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#731302 12-Dec-2012 12:26

This is slightly OT but Why are the likes of orcon http://www.orcon.net.nz/support/network_status on there Status pages mentioning Telecom.

I was understanding that the "Telecom Network" that they talk about is really Chorus's network & has been ever since the structural separation of the two companies.

Or am I missing something here?

kiwirock

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#731306 12-Dec-2012 12:30

Asrafrate:

Thanks for the response (and not making the horrid assumption I'm jumping ship) :)

I'd love to stick with Telecom to be honest. In the 7 years I've used their broadband system I've been happy with the service. I'm just living on my own now, and need to watch the $. SNAP met my requirements. If Telecom gave me Naked Broadband 50GB for $70 I'd be with them still. :)

I would probably do the same in your shoes. I'm in a place by myself so naked was the choice for me, and ended up Snap.

Telecom didn't offer it when I signed up over a year ago, shame they still don't. But I've been happy with Snap, I have Telecom 3G handy just incase, but the odd short problem was fixed pretty quick smart. All in all, I don't actually remember any problem if I had them, so they were nothing worth remembering. Only one, and that was my router's fault, and Snap knew the bug and had me on the right track in minutes.

Gav.

JonoNZ

266 posts

Ultimate Geek

#731310 12-Dec-2012 12:36

Asrafrate:
kiwirock:
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.

Not sure, but my Snap has been going fine

Thanks for the response (and not making the horrid assumption I'm jumping ship) :)

I'd love to stick with Telecom to be honest. In the 7 years I've used their broadband system I've been happy with the service. I'm just living on my own now, and need to watch the $. SNAP met my requirements. If Telecom gave me Naked Broadband 50GB for $70 I'd be with them still. :)

Likewise, I'm a fan of Telecom, use them for mobiles, iPad data, broadband, and changed my entire company mobiles to Telecom from Voda - best thing we ever did.

Having said that, they've fallen well short of their normal standards with this incident.

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