Bigpipe Christchurch Outage

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe Christchurch Outage - 25 April 2016

Yabanize

2275 posts

Uber Geek

#195585 25-Apr-2016 18:42

Bigpipe fibre has been down in Christchurch since 3PM. They very quickly posted an update on Facebook which was good.

Their last comment was that they have logged a fault with enable.

clinty

758 posts

Ultimate Geek

Lifetime subscriber

#1541794 25-Apr-2016 18:50

I had an email at 3.30, just as I had finished all my troubleshooting and concluded it was big pipe :)

Good service around so far, hopefully it gets fixed up soonish

Clint

teamyoyo

57 posts

Master Geek

#1541846 25-Apr-2016 21:02

And we're back up. Big ups to the Bigpipe team. Sent a support message in, 10 minutes later they called to confirm and tell me that Chch UFB is down followed up by a couple of informative emails.

Yabanize

2275 posts

Uber Geek

#1541858 25-Apr-2016 21:32

Same here, I opened a ticket and within a few minutes I got a phone call stating that fibre is down for the whole of Christchurch.

It was frustrating being without internet for 6 hours, but these things happen. Good work team.

Can we ask what the issue was? Must've been pretty serious. Hardware failure?

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#1541869 25-Apr-2016 22:12

Hey guys,

Thanks for the feedback.

Yes, apologies for the outage. Happened about 3pm this afternoon and then finally got a fix in around 9pm. All affected customers should have been emailed with an update.

Took a bit of figuring out and back and forth between us, Enable and other third parties, but once we figured it out managed to it sorted.

Basically a bigpipe router at the Enable handover sh@t itself (that's the technical term I have been assured) and all our attempts to manage it remotely failed so we had to get a person physically into the building and move a bunch a wires across to another router. Once that happened, all back up and running and good to go.

Sucks that this happened on Game of Thrones day :(

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

hio77

'That VDSL Cat'
12468 posts

Uber Geek

Trusted

Spark

Subscriber

#1541871 25-Apr-2016 22:17

BigPipeNZ:

Basically a bigpipe router at the Enable handover sh@t itself (that's the technical term I have been assured) and all our attempts to manage it remotely failed so we had to get a person physically into the building and move a bunch a wires across to another router. Once that happened, all back up and running and good to go.

dippers should be applied to all handover routers! Surely that would handle the Sh!ty situations

All things considered, well done on the recovery speed!

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

UHD

656 posts

Ultimate Geek
Inactive user

#1541874 25-Apr-2016 22:55

Haha, fault at 3pm and Facebook update by 3:10pm and Vodafone can't update a status page for months.

teamyoyo

57 posts

Master Geek

#1541881 25-Apr-2016 23:12

I literally got fibre via bigpipe installed Thursday. 5 days later the internet goes down for 6 hours and I'm not the tinist bit mad. Why? Because Bigpipe handled it like adults. I was on Vodafone cable and last time it went down it took 40 minutes to get through to log a fault, I get no communication back and they never update their network status page. With Bigpipe I get update emails both during and after the fault as well as updates to twitter and facebook. The smug satistafaction I had when I returned the cable modem ( I have no idea why it took 7 minutes to do by the way ) was justified within a week.

Yabanize

2275 posts

Uber Geek

#1544071 29-Apr-2016 15:35

Popcorn arrived this morning, also got $10 account credit. Apology accepted. No regrets choosing Bigpipe.

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#1544073 29-Apr-2016 15:37

Yabanize:

Popcorn arrived this morning, also got $10 account credit. Apology accepted. No regrets choosing Bigpipe.

good stuff. The people at New World gave us some pretty funny looks when we totally cleared them out of all their popcorn. :)

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

Yabanize

2275 posts

Uber Geek

#1544077 29-Apr-2016 15:40

BigPipeNZ:

Yabanize:

Popcorn arrived this morning, also got $10 account credit. Apology accepted. No regrets choosing Bigpipe.

good stuff. The people at New World gave us some pretty funny looks when we totally cleared them out of all their popcorn. :)

Must've thought you were running a cinema!