Chorus email details and updates to ISPs (as above), they also update there network events page for ISPs.

What each ISP does with this information and if/how they advise there helpdesk staff and end users is up to each ISP.

In the case of the company I work for, we do keep customers up to date with everyone going on and hold Chorus to account where we can.

They will have faults, everyone has faults. We tell customers a big fibre cuts can take 2-4 days to fix. We recommend and offer backup services such as VDSL, other fibre providers or 4G as backup as an option.

Reading that outage report, they had a subset of customers with issues during the day, rather than impacting all 450-ish connections on GM-POLT02, they waited until after hours to fix it the issue.
They had more issues and replaced the line card at 4am

They are current rolling out new software for the whole Chorus UFB network, doing about 4x 100,000 UFB connections per day this week.
It seems probable to me that that the software upgrade to some degree upgrade has caused these issues, there may have been an underlying hardware issue with the card.

atomeara:

 

Chorus email details and updates to ISPs (as above), they also update there network events page for ISPs.

 

What each ISP does with this information and if/how they advise there helpdesk staff and end users is up to each ISP.

 

In the case of the company I work for, we do keep customers up to date with everyone going on and hold Chorus to account where we can.

 

They will have faults, everyone has faults. We tell customers a big fibre cuts can take 2-4 days to fix. We recommend and offer backup services such as VDSL, other fibre providers or 4G as backup as an option.

 

Reading that outage report, they had a subset of customers with issues during the day, rather than impacting all 450-ish connections on GM-POLT02, they waited until after hours to fix it the issue.
They had more issues and replaced the line card at 4am

 

They are current rolling out new software for the whole Chorus UFB network, doing about 4x 100,000 UFB connections per day this week.
It seems probable to me that that the software upgrade to some degree upgrade has caused these issues, there may have been an underlying hardware issue with the card.

 

 

 

Thanks Atomeara - Thats good info to see - It would have at least kept me in the loop and I would have explained to my client what was going on if a version of this was available via Vodafone - Instead their help desk appeared to be blissfully unaware. Certainly there was never an outage listed on either Spark or Vodafones status pages. I have a lot of respect for RSP's that inform they client base on outages accurately and even leave them up there after resolution to look back on for explanations retrospectively - If ever Spark or Vodafone do put an outage up they tent to whip them away the instant there is a resolution as if to hide evidence there was ever a problem.

mobiusnz:

 

The word I have from the local tech in Greymouth that knew a few clients affected was it only Affected clients on a Static IP address - So I'm not sure how the relationship for IP allocation works between Chorus and the RSP.

 

There is absolutely no relationship.

The connection from Chorus to your RSP handover is full layer 2 - it's up to the RSP to do authentication and IP addressing.

sbiddle:

 

There is absolutely no relationship.

 

The connection from Chorus to your RSP handover is full layer 2 - it's up to the RSP to do authentication and IP addressing.

 

Yeah, once I saw the report from Chorus posted here it was a hardware issue. I'm still intrigued though as it really seemed like a repeatable layer 3 type issue - She could browse Stuff all day long (Although very slow intially, I suspect thats because it couldn't contact the servers for the ad banners) but couldn't get to google. The fews times I experimented on her PC the sites she could and couldn't get to were consistent but DNS resolution was working fine. I was remoting into her PC with ScreenConnect and it ran as well as ever but she couldn't RDP to their head office (not could the routers establish an IPSEC VPN to each other) but could RDP to my system. Very odd the way the fault presented.

I suspect that the observation from the guy in Greymouth was purely anecdotal - Some people were affected, some where not, the ones he knew about had a static IP - We all look for logical patterns.