How Long Does it Take to Get Static IP back after Fibre Install?

Forums › Spark New Zealand (including Skinny and BigPipe) › How Long Does it Take to Get Static IP back after Fibre Install?

MackinNZ

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#154224 21-Oct-2014 17:15

One of my customers had fibre installed this morning. All good.

However we run Exchange 2007 on an SBS 2008 Server and since the fibre has been connected we've lost our static IP which we need to get e-mail to the server. I called the helpdesk and they said it would be a few hours but we still don't have our old IP address back yet. Seems it's just a matter of info getting to the billing system or something.

Can anyone tell me how long this is likely to take? Is there anything that can be done to speed it up?

Mail is queuing at SMX for now but this won't last too much longer. I'd really like to see a better process for this, a static IP is very important for some customers.

PeterReader

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#1159380 21-Oct-2014 17:15

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- you read this topic and follow the instructions there.

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- Your ISP and plan

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timmmay

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#1159401 21-Oct-2014 17:29

As an interim measure can you update your MX records to add a backup mail server with a lower priority?

MackinNZ

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#1159404 21-Oct-2014 17:32

I can change the DNS records but port 25 will be blocked on the new IP address. It was unblocked on the old address.

timmmay

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#1159405 21-Oct-2014 17:34

I guess you can't open a port on a dynamic IP too. Have you tried calling them again?

SATTV

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#1159407 21-Oct-2014 17:40

port 25 should not be blocked, if I recall this was unblocked over 12 months ago for xtra customers.

It is a wee while since I have used SMX, if I recall you have to log on your SMX account to point to your new mail server ip address there.

If you are sending emails via SMX you probably will not need to change your spf record.

John

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MackinNZ

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#1159539 21-Oct-2014 19:52

You can't change the IP address in SMX yourself any more, you have to get them to do it.

The thing that annoys me is that the CSR I spoke to promised he would push this change through and call me back "shortly" to update me on the status.

Of course, he never did. This has happened several times where a CSR promises to call back and never does.

And the 5 minute wait on hold turns out to be 30, and now it's after hours.

plambrechtsen

1948 posts

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#1159625 21-Oct-2014 21:16

Email me pl at spark.co.nz with the details including line number and the static ip you had and I will sort it. Normally the same ip should be used on the dsl and fibre so you switch off the dsl modem and switch on the fibre and you are away.

Edit: It's fixed now.

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MackinNZ

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#1159721 22-Oct-2014 08:38

Many thanks to plambrechtsen for his help with this. If it wasn't for people like him and we had to rely entirely on the Helpdesk, life would be a lot more stressful.

plambrechtsen

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#1159812 22-Oct-2014 10:16

MackinNZ: Many thanks to plambrechtsen for his help with this. If it wasn't for people like him and we had to rely entirely on the Helpdesk, life would be a lot more stressful.

In fairness to the helpdesk they do a brilliant job and on the odd occasion I need to ring them I find them brilliant. The main issue is that much of the Fibre provisioning isn't yet fully automated so this one needed to be tickled manually. Thankfully I built the stack so know it pretty well, and just needed some customer information to make it happen.