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  Reply # 1048197 19-May-2014 16:22
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Not prepaid - postpaid.  

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  Reply # 1048224 19-May-2014 16:48
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I have a zero balance on a Telecom prepay sim here (No data or call packs etc) and calls are going through fine. I presume the data counter might be running at the same rate?

 
 
 
 


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  Reply # 1048244 19-May-2014 17:29
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Just received :

TELECOM UPDATE ON SERVICE ISSUES - 5.20PM

Telecom has now resolved a hardware failure and our call centres, website and other online customer support are now available. Telecom apologises to all those customers who have been affected in any way by today’s problems.

During today’s outage, calling, text, mobile data and most broadband services have continued as normal.

Earlier today Telecom experienced a significant hardware fault with a vital piece of equipment in our Auckland central data centre.  This fault meant that Telecom’s customer support channels – such as call centres, website, and other online services - were down for most of the day.  Services were restored progressively from early to mid-afternoon. 

The fault also limited internet access for some corporate customers. Some home broadband customers, whose network settings mean they also rely on the faulty piece of equipment to access the internet, may also have noticed their access to some internet sites was intermittent over the day.

Unfortunately, the fault coincided with upgrade work that Telecom carried out over the weekend on its prepaid mobile network.  This planned work meant that prepaid customers have been temporarily unable to access some Telecom services, such as the ability to top up their phone credit. That work was due to end this morning, but Telecom had to delay bringing these services back on when the equipment fault occurred. 

Telecom now intends to complete the upgrade work on the prepaid mobile system overnight tonight. Telecom assures prepaid customers who are due to top up that they can continue to use texts, call minutes and data as they usually would despite the upgrade issue. 

Telecom has rostered extra call centre staff on this evening to assist with any backlog in customer support needs.





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  Reply # 1048350 19-May-2014 19:31
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So my question is from a network resiliency point of view - is there any information on what actually went wrong - eg did a core switch/router/etc fail? And if so, what happened to redundancy? Multiple failures? Domino effect? Misconfiguration? What about being geographically independent?
Of course its likely we'll never know, but im genuinely curious - rather than trying to add blame and point the finger, as i know network downtime can happen to any company.

Can always learn lessons from issues like these.

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  Reply # 1048353 19-May-2014 19:47
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freitasm: Just received :

TELECOM UPDATE ON SERVICE ISSUES - 5.20PM

Telecom has now resolved a hardware failure and our call centres, website and other online customer support are now available. Telecom apologises to all those customers who have been affected in any way by today’s problems.

During today’s outage, calling, text, mobile data and most broadband services have continued as normal.

Earlier today Telecom experienced a significant hardware fault with a vital piece of equipment in our Auckland central data centre.  This fault meant that Telecom’s customer support channels – such as call centres, website, and other online services - were down for most of the day.  Services were restored progressively from early to mid-afternoon. 

The fault also limited internet access for some corporate customers. Some home broadband customers, whose network settings mean they also rely on the faulty piece of equipment to access the internet, may also have noticed their access to some internet sites was intermittent over the day.

Unfortunately, the fault coincided with upgrade work that Telecom carried out over the weekend on its prepaid mobile network.  This planned work meant that prepaid customers have been temporarily unable to access some Telecom services, such as the ability to top up their phone credit. That work was due to end this morning, but Telecom had to delay bringing these services back on when the equipment fault occurred. 

Telecom now intends to complete the upgrade work on the prepaid mobile system overnight tonight. Telecom assures prepaid customers who are due to top up that they can continue to use texts, call minutes and data as they usually would despite the upgrade issue. 

Telecom has rostered extra call centre staff on this evening to assist with any backlog in customer support needs.



Word I've heard is that it was a switch failure..... pretty poor resiliency when 'a' switch failure can do this to a major ISP.....I would expect this from an SMB, not the countries largest telco.
Time for Simon Mutter to stop cutting to the bone quite so much me thinks.

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  Reply # 1048354 19-May-2014 19:52
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im on post paid and still cant access my account, just keeps asking me to sign in

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  Reply # 1048359 19-May-2014 20:02
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UncleArthur: 

Word I've heard is that it was a switch failure..... pretty poor resiliency when 'a' switch failure can do this to a major ISP.....I would expect this from an SMB, not the countries largest telco.
Time for Simon Mutter to stop cutting to the bone quite so much me thinks.


Aren't you making too many assumptions and jumping to a conclusion that could well be wrong?

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  Reply # 1048365 19-May-2014 20:10
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eXDee: So my question is from a network resiliency point of view - is there any information on what actually went wrong - eg did a core switch/router/etc fail? And if so, what happened to redundancy? Multiple failures? Domino effect? Misconfiguration? What about being geographically independent?
Of course its likely we'll never know, but im genuinely curious - rather than trying to add blame and point the finger, as i know network downtime can happen to any company.

Can always learn lessons from issues like these.


Yeah a hardware failure sounds very suspect, for a core switch to fail and it to take that long to source and and replace the equipment seems really strange, especially for a piece of equipment that is so important and bought their and Chorus internal network to their knees. Hardware of all types, no matter how internally redundant can fail for numerous reasons so there just has to be more to it.

It would be good to see an outage report like the one that Amazon did when they had a large outage (granted much longer and customer impacting than this one) No doubt there are lots of questions being asked! having most of your operations/call centres offline for a day cant come without cost!

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  Reply # 1048367 19-May-2014 20:11
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Jase2985: im on post paid and still cant access my account, just keeps asking me to sign in



I get the same problem. Hopefully it will be up and running properly over night.

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  Reply # 1048557 20-May-2014 09:12
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Well things aren't quite back to normal today.  I see they've rebranded/redesigned their website (www.telecom.co.nz) to the point that the network status page has gone and search only brings back pages that don't exist...

Someone forgot to update their search index.

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  Reply # 1048561 20-May-2014 09:26
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  Reply # 1048568 20-May-2014 09:30
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I'm sure that wasn't there when I looked! (Hope I'm not going blind)

Search still doesn't find it.

And I see the path is under /help/servicealert/...  but there's no mention of it on the help page...



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  Reply # 1048680 20-May-2014 11:26
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I looked for about 3 minutes this morning and could not find it either!

Telecom:  Please put a Service Status link on the top and bottom menus to make it easy to find.  Currently it is not intuitive to find, even if it is on the front page!




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  Reply # 1048781 20-May-2014 13:13
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Dynamic: I looked for about 3 minutes this morning and could not find it either!

Telecom:  Please put a Service Status link on the top and bottom menus to make it easy to find.  Currently it is not intuitive to find, even if it is on the front page!


I found the same thing actually when you mentioned it. Theres so much color going on, It took me about 20 seconds to actually find it even though its in plain sight.
I think theres just to much distraction with all the pictures and colors, or maybe we are just too use to the way it was before?



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  Reply # 1048795 20-May-2014 13:36
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Jarsky:
Dynamic: I looked for about 3 minutes this morning and could not find it either!

Telecom:  Please put a Service Status link on the top and bottom menus to make it easy to find.  Currently it is not intuitive to find, even if it is on the front page!


I found the same thing actually when you mentioned it. Theres so much color going on, It took me about 20 seconds to actually find it even though its in plain sight.
I think theres just to much distraction with all the pictures and colors, or maybe we are just too use to the way it was before?




They have problem witht their website. If you manage to find the network status icons on the homepage, if you then go to the page and want to view the full network status page, clicking on the 'View all network alerts' then takes you back the th homepage, instead of the network alerts page. You would think a company of that size would check their website is all working and doesn't have deal links, before launching it.

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