Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
4569 posts

Uber Geek


  # 1773715 1-May-2017 18:52
One person supports this post
Send private message

granada29:

 

Wow - I guess I trod on a few toes.

 

I read it as you wanted it fixed now and you feel the level of service is unacceptable. If you need that kind of uptime, you pay for that type of SLA...what you have (and I have too) is "best effort", because that's what we pay for.




25 posts

Geek


  # 1773789 1-May-2017 19:58
Send private message

Of course I would like it fixed "now". I also understand that is not the level of service I pay for.
That is not the issue. All I have asked for is a reasonable estimate of when the service is likely to be restored and that has not been forthcoming.

 
 
 
 


8757 posts

Uber Geek

Lifetime subscriber

  # 1773790 1-May-2017 19:59
One person supports this post
Send private message

who defines what is reasonable?

 

and i doubt anything has been updated as a result of this thread


'That VDSL Cat'
10632 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1773817 1-May-2017 20:18
Send private message

granada29: Thanks for that info.
Then why do Spark not make this info available. Not the details of staff numbers etc but at least the time estimates.
BTW the Spark help desk was repeatedly assuring me that the fault was being worked on when in fact it had been relegated to a lower priority and nothing was being done until today.

 

 

 

My apologies for missing this thread, i was caught up with my day job today.

 

 

 

Spark list outages on their site, http://www.spark.co.nz/outages/

 

Generally for a chorus outage, no ETR is set.. On the rare case one has been set, likely you will be able to ask for that time.

 

 

 

Most of the time, a chorus outage is handled with the utmost urgency although normally these faults are large outages that require alot of work to resolve the fault.

 

As far as agents are concerned, the out IS being worked on as that IS what chorus advise in the first place. It is later updates when ETR's and further details come forward.

 

 

 

I'll be clear, i come from the Business BB side rather than residential and i am aware their processes aren't always the same.

 

 

 

Personally absolutely i agree faults could be handled better in terms of notifications but it is a fine line between customers that just want to know when it is resolved and when there is an update available.   

 

Systems are designed to be linked correctly so that when the fault is marked as resolved, this cascades into all the cases relating to the outage.

 

 

 

 

 

I do believe things could be done better but there is progress on improving the situation. Restore kit among other things has recently had quite a touchup to be alot more on hands and clear for a customer.

 

Thing you do need to remember though is often an update from chorus is an update that has been manually passed through another system with their contractors. You very much get stuck in a path of what update from chorus is valid to forward on?

 

Ontop of that chorus agents have their own speak, There will often be updates that have almost every single word shortened to a technical acronym.. only so much an automated system can do to translate that. 

 

 

 

no change happens overnight however remember!

 

 

 

If you would like, I'm happy to look over your case and see that correct processes were followed and ofcourse relay the feedback to the right parties, Just DM me your account number/line number.

 

 

 

 

 

edit: 

 

TimA:

 

 

 

Nah network events page. Was updated once every time the moon was blue.
I was on the email chain for faults that got identified then resolved. Couldn't follow a single one. Were so many coming through and some we didnt even get a resolved notification form. Would get a large outage and give it about 30 minutes before it was "Identified"
Try 100 calls in 30M that were BAU as Chorus hasnt given the word yet. Then all were "There is an outage, Try reboot your modem in a bit"

 

 "My wifi doesn't...."
"Theres an outage reboot it"
"Ah my god its fixed :D" Every time..

 

 

Just to pick out on this point, Absolutely outages can be chaotic as ever on the floor.

 

I do believe that spark have the potential to identify faults within 15 mins at worse at it's core. But when you have a flurry of "Possible outages" it can be hard to split up the reports from the actual real outages.

 

 

 

 

 

Without saying too much here, I am very aware of some changes towards outage identification timeframes on the internal side for BAU processes.

 

 

 

Now a physical chorus outage, this can be pretty easily noticed, the DSLAM stops responding to testing tools and blasts big red i'm failing signs in an agents face.. (big Red patches does not always happen.)





#include <std_disclaimer>

 

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


3807 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1774033 2-May-2017 09:24
One person supports this post
Send private message

Probably pie in the sky,but why doesn't Chorus just expose it's job tracking system as an API to the ISPs, so that they can feed job updates to the end user like courier tracking.





Information wants to be free. The Net interprets censorship as damage and routes around it.


'That VDSL Cat'
10632 posts

Uber Geek

Trusted
Spark
Subscriber

  # 1774034 2-May-2017 09:25
Send private message

Lias:

Probably pie in the sky,but why doesn't Chorus just expose it's job tracking system as an API to the ISPs, so that they can feed job updates to the end user like courier tracking.



Solid point, i wish this was the case.
To some respects pstn is closer to this than bb which is backwards...




#include <std_disclaimer>

 

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


1609 posts

Uber Geek


  # 1774037 2-May-2017 09:33
One person supports this post
Send private message

Lias:

 

Probably pie in the sky,but why doesn't Chorus just expose it's job tracking system as an API to the ISPs, so that they can feed job updates to the end user like courier tracking.

 

 

Chorus has been talking about that for a while now. Haven't seen anything released yet.


 
 
 
 


256 posts

Ultimate Geek


  # 1775093 3-May-2017 18:00
2 people support this post
Send private message

I think most of this has been answered, pretty well but to be clear there is no formal SLA on ADSL or VDSL.

 

UFB has a default 48 hour SLA with some options to upgrade this. Business UFB (BS3, 3a and 3b) and BS4 with Chorus and UFF have 6 or 8 hour SLA, as does Chorus HSNS. I won't get started on Enable.

 

There are various reasons why work gets delayed including technician availability, health and safety (this is often a reason why things get delayed), property access, things like traffic management are also required.

 

Often with a fault they will send out a tech, then if it is a fibre issue a fibre tech, he will do an ODFM to find out where the issue is, then they have to set about fixing the issue. There have been a couple of major fibre strikes in the last week, taking out a couple of thousands customers each.

 

There is one fault in a rural area that took 3ish weeks to fix as they needed to get into a forest block which had a whole lot of health in safety as there was active logging going on with a rigging team to fix up a wireless link, in a pretty remote area.

 

Greenhithe got hit yesterday with a 144 pair fibre cable getting pretty damaged. 

 

There is the Chorus outages page which has already been linked. I get emailed all the outage notifications which include more detail, you can also see them here http://status.as45177.net/

 

 


5130 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1775123 3-May-2017 19:34
Send private message

The Greenhithe outage is impacting my parents xDSL connection

Linux

1 | 2 
View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

New AI legaltech product launched in New Zealand
Posted 21-Aug-2019 17:01


Yubico launches first Lightning-compatible security key, the YubiKey 5Ci
Posted 21-Aug-2019 16:46


Disney+ streaming service confirmed launch in New Zealand
Posted 20-Aug-2019 09:29


Industry plan could create a billion dollar interactive games sector
Posted 19-Aug-2019 20:41


Personal cyber insurance a New Zealand first
Posted 19-Aug-2019 20:26


University of Waikato launches space for esports
Posted 19-Aug-2019 20:20


D-Link ANZ expands mydlink ecosystem with new mydlink Mini Wi-Fi Smart Plug
Posted 19-Aug-2019 20:14


Kiwi workers still falling victim to old cyber tricks
Posted 12-Aug-2019 20:47


Lightning Lab GovTech launches 2019 programme
Posted 12-Aug-2019 20:41


Epson launches portable laser projector
Posted 12-Aug-2019 20:27


Huawei launches new distributed HarmonyOS
Posted 12-Aug-2019 20:20


Lenovo introduces single-socket servers for edge and data-intensive workloads
Posted 9-Aug-2019 21:26


The Document Foundation announces LibreOffice 6.3
Posted 9-Aug-2019 16:57


Symantec sell enterprise security assets for US$ 10.7 billion to Broadcom
Posted 9-Aug-2019 16:43


Artificial tongue can distinguish whisky and identify counterfeits
Posted 8-Aug-2019 20:20



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.