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534 posts

Ultimate Geek

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  # 1047908 19-May-2014 11:19
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davidcole:
Jarsky:
davidcole:
khull: Poor call centre is going to have a bad start to the week.


To be fair, it started last night (the mytelecom bit anyway)


It started at 6:50am this morning. The MyTelecom outage is part of the planned outage.


Hmm, but the broadband usage meter was down from yesterday morning (definitely was down yesterday afternoon),  unsure when it started.

Not all that important though in the scheme of things.


They probably knew but couldn't tell anyone as their connection was down. Hence the social media stonewall until mid morning when it hit the news ;)




 

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Spark NZ

  # 1047909 19-May-2014 11:22
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Let me be very clear. The Broadband usage meter was down over the weekend sure to a scheduled systems upgrade. The issue this morning is a separate fault.




My views are my own, and may not necessarily represent those of my employer.


 
 
 
 


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  # 1047911 19-May-2014 11:23
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The best way to make the general public think it's due to the recent upgrade is to claim that it isn't.

Kind of like "The police had just abandoned the chase".




Mike

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Ultimate Geek

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  # 1047912 19-May-2014 11:28
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myopinion: Same DNS issues here at work and we are with Vodafone using DNS 203.97.78.43 and 44. This issue keeps coming up. I will test the 8.8.8.8 DNS when the problem re-occurs.


Ahhh this is not related..... You might want to contact your ISP about this.

In regards to the 99% thingies....

Most ISP's throughout NZ build their core network to 99.9 at least or 99.999% however some aspects of customer services will never be able to promise 99.9% due to factors that ISP's have no control over or if it was possible that the cost would make that service unrealistically expensive.




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Master Geek


  # 1047924 19-May-2014 11:50
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michaelmurfy:
IceFragmatic: Sorry...but 99% is not good enough...that is still over 40 hours down per year......99.9% is what Telco's should be able to achieve.


I'm not sure if you're here to troll or be serious but all providers have issuesso changing from x to y will do nothing in terms of reliability since y might have an outage lasting longer. You've got to give Telecom credit, when there is an outage they're quite vocal about it and talk to their customers but the outages actually don't happen much either.

Give them a break and stop being so melodramatic. If you want a mobile service provider that has 99.9% reliability then build one yourself, you'll notice you have to take cell sites offline all the time for maintenance due to winds, storms etc as well as network upgrades. If there was no downtime you'll actually run into more issues - just ask JohnR.



To have a national outage for both internal and external fixed networks is not good. Usually these events occur within a region or restricted to a single or few services. Your analogy of Cell sites is somewhat off the mark... there are other cell towers to cover that one that is under maintenance.. The question is how an advocate of ICT services in Cloud and data center has a major outage that effects so many networks and services.  They are supposed to design around these issues and should only be effected by major environment disasters. 



Mad Scientist
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  # 1048029 19-May-2014 14:25
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hmm ... telecom ... why doesn't this happen to other people?




Involuntary autocorrect in operation on mobile device. Apologies in advance.


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  # 1048034 19-May-2014 14:29
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Does anyone know what is the cause and an ETA for fix?

 
 
 
 




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  # 1048059 19-May-2014 14:46
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johnmo: Does anyone know what is the cause and an ETA for fix?


Our clients have been mostly problem-free (though we have relatively few on Telecom Broadband connections and using Telecom DNS).  We had 4 sites with DNS lookup failures on the domains (creating incoming email issues), and the last one was responding again at around 11am.

I am surprised to see the Telecom Service Status page is now responding but giving 'Page not found" errors when you click for details.




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  # 1048107 19-May-2014 15:13
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I can't check my prepay balance




Involuntary autocorrect in operation on mobile device. Apologies in advance.


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  # 1048108 19-May-2014 15:16
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The Telecom app hasn't been working since I tried checking it Sunday morning.  From what I can work out this was a planned outage, but it's still not working.  Does anyone know of any other way to check the balance on my mobile data cap?  Would hate to go over, and something tells me that Telecom would still probably charge me overages if I went over...

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  # 1048187 19-May-2014 16:00
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A bit of moaning going on for the sake of it?

"Can't check my balance", "Can't check my data" ????  You don't have a rough idea of where you are at ..... ???????

Give them a break guys. Non of us can hold your hands all the way through life.

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  # 1048188 19-May-2014 16:05
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Not moaning, just interested to know if there's another option.  I do have a rough idea of the data balance last time I checked (a few days ago), but I'm getting close to the end of my billing period, so I want to know whether I should shut off mobile data and go without or whether I can make use of the data available.



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  # 1048190 19-May-2014 16:07
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Lizard1977: Not moaning, just interested to know if there's another option.  I do have a rough idea of the data balance last time I checked (a few days ago), but I'm getting close to the end of my billing period, so I want to know whether I should shut off mobile data and go without or whether I can make use of the data available.


Can you get that balance via TXT?  (I think you can on Voda but not sure for Telecom.)




"4 wheels move the body.  2 wheels move the soul."

“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

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  # 1048192 19-May-2014 16:13
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Don't think so.  Just reading the FAQs about the planned outage on Telecom's website, and and it said that "no-one" will be able to retrieve balances (including call centre and retail staff), so I'm guessing that all the balance services are out of commission, not just the interface.

Fingers crossed it's back up soon.  The FAQs said Monday afternoon, but with the unplanned outage that might be pushed back...?

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Uber Geek

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  # 1048196 19-May-2014 16:19
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A Tweet just out from Telecom:

If you’re on prepaid with us, don’t worry about credit running out during our system upgrade. We’ll ensure you can call/text/use data… (@TelecomNZ)


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