[WXC/VFX] Xnet ADSL down for 12 hours or more?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Xnet ADSL down for 12 hours or more?

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985 posts

Ultimate Geek

Lifetime subscriber

#197275 22-Feb-2009 15:01

Kyro: Every Sunday without fail for the last 4 weeks Xnet has had some kind of Internet Outage.Whats worse is they dont have anyone answering the phones on Sunday resulting in people just having to "live with it".I will be ringing up on Monday and demanding an answer why and also a credit.

Yep I'm on the shore last few weeks every sunday theres been something everytime I tried to ring the wxc (for confirmation its them, not me) their phones dont work which is the worst part I find, although at least its confirmation

rphenix

985 posts

Ultimate Geek

Lifetime subscriber

#197277 22-Feb-2009 15:04

jonnykane: Yeah this is bad... Xnet have been going down so much we are seriously considering moving to another ISP as it's affecting our business. We are running our network, phonelines VOIP and Broadband EFTpos through Xnet. Our retail store operates 7 days a week and I get far too many calls from my Store Managers to say the internet is down yet again. Our EFTpos fortunately takes offline transactions but we get really busy and it looks bad when customers are lining up and the staff are running around restarting the router and calling head office (from their mobile because phones are down) for support... Amex can't be processed offline either so it's an all round nightmare and we are losing sales! I would have changed ISP already if it was just my home connection, but being a business and having built systems around the service it comes at extra cost... the savings I expected are just not proving worthwhile, their reliability is shocking.

Anyway just had to vent that, very frustrated.

Jon

At work we dont use wxc for internet just phones and that seems to work well for us so maybe you could consider that?

jonnykane

33 posts

Geek

#197279 22-Feb-2009 15:17

Yes good suggestion, just had a chat with my IT Manager and we're going to look at moving internet to another ISP this week... any suggestions? We were thinking Orcon as an option.

Cheers, Jon

rphenix:
jonnykane: Yeah this is bad... Xnet have been going down so much we are seriously considering moving to another ISP as it's affecting our business. We are running our network, phonelines VOIP and Broadband EFTpos through Xnet. Our retail store operates 7 days a week and I get far too many calls from my Store Managers to say the internet is down yet again. Our EFTpos fortunately takes offline transactions but we get really busy and it looks bad when customers are lining up and the staff are running around restarting the router and calling head office (from their mobile because phones are down) for support... Amex can't be processed offline either so it's an all round nightmare and we are losing sales! I would have changed ISP already if it was just my home connection, but being a business and having built systems around the service it comes at extra cost... the savings I expected are just not proving worthwhile, their reliability is shocking.

Anyway just had to vent that, very frustrated.

Jon

At work we dont use wxc for internet just phones and that seems to work well for us so maybe you could consider that?

BlakJak

1275 posts

Uber Geek

Trusted

#197281 22-Feb-2009 15:23

Some log extracts for the curious.

Feb 22 13:32:00 192.168.2.254 LCP down.
Feb 22 13:32:07 192.168.2.254 Initialize LCP.
Feb 22 13:32:07 192.168.2.254 LCP is allowed to come up.
Feb 22 13:33:07 192.168.2.254 Initialize LCP.
Feb 22 13:33:07 192.168.2.254 LCP is allowed to come up.
Feb 22 13:34:08 192.168.2.254 Initialize LCP.
Feb 22 13:34:08 192.168.2.254 LCP is allowed to come up.
Feb 22 13:35:09 192.168.2.254 Initialize LCP.
Feb 22 13:35:09 192.168.2.254 LCP is allowed to come up.
Feb 22 13:36:09 192.168.2.254 Initialize LCP.
Feb 22 13:36:09 192.168.2.254 LCP is allowed to come up.
Feb 22 13:37:10 192.168.2.254 Initialize LCP.
Feb 22 13:37:10 192.168.2.254 LCP is allowed to come up.
Feb 22 13:38:11 192.168.2.254 Initialize LCP.
Feb 22 13:38:11 192.168.2.254 LCP is allowed to come up.
Feb 22 13:38:47 192.168.2.254 LCP down.

Much repetitive similar stuff snipped

Feb 22 13:42:44 192.168.2.254 LCP down.
Feb 22 13:43:14 192.168.2.254 Initialize LCP.
Feb 22 13:43:14 192.168.2.254 LCP is allowed to come up.
Feb 22 13:43:44 192.168.2.254 LCP down.
Feb 22 13:44:15 192.168.2.254 Initialize LCP.
Feb 22 13:44:15 192.168.2.254 LCP is allowed to come up.
Feb 22 13:44:55 192.168.2.254 LCP down.
Feb 22 13:44:59 phoenix kernel: eth1: link down
Feb 22 13:45:01 phoenix kernel: eth1: link up, 100Mbps, full-duplex, lpa 0x41E1
Feb 22 13:45:05 phoenix kernel: eth1: link down
Feb 22 13:45:07 phoenix kernel: eth1: link up, 100Mbps, full-duplex, lpa 0x41E1

At this point i've rebooted the router.

Feb 22 13:46:14 192.168.2.254 Initialize LCP.
Feb 22 13:46:14 192.168.2.254 LCP is allowed to come up.
Feb 22 13:46:15 192.168.2.254 PAP authentication failed
Feb 22 13:46:15 192.168.2.254 LCP down.
Feb 22 13:47:15 192.168.2.254 Initialize LCP.
Feb 22 13:47:15 192.168.2.254 LCP is allowed to come up.
Feb 22 13:48:15 192.168.2.254 Initialize LCP.
Feb 22 13:48:15 192.168.2.254 LCP is allowed to come up.
Feb 22 13:49:16 192.168.2.254 Initialize LCP.
Feb 22 13:49:16 192.168.2.254 LCP is allowed to come up.
Feb 22 13:49:18 192.168.2.254 PAP authentication failed
Feb 22 13:49:18 192.168.2.254 LCP down.
Feb 22 13:50:17 192.168.2.254 Initialize LCP.
Feb 22 13:50:17 192.168.2.254 LCP is allowed to come up.
Feb 22 13:51:17 192.168.2.254 Initialize LCP.
Feb 22 13:51:17 192.168.2.254 LCP is allowed to come up.
Feb 22 13:52:18 192.168.2.254 Initialize LCP.
Feb 22 13:52:18 192.168.2.254 LCP is allowed to come up.
Feb 22 13:53:19 192.168.2.254 Initialize LCP.
Feb 22 13:53:19 192.168.2.254 LCP is allowed to come up.
Feb 22 13:54:19 192.168.2.254 Initialize LCP.
Feb 22 13:54:19 192.168.2.254 LCP is allowed to come up.
Feb 22 13:55:20 192.168.2.254 Initialize LCP.
Feb 22 13:55:20 192.168.2.254 LCP is allowed to come up.
Feb 22 13:55:21 192.168.2.254 PAP authentication failed
Feb 22 13:55:21 192.168.2.254 LCP down.
Feb 22 13:56:21 192.168.2.254 Initialize LCP.
Feb 22 13:56:21 192.168.2.254 LCP is allowed to come up.
Feb 22 13:57:21 192.168.2.254 Initialize LCP.
Feb 22 13:57:21 192.168.2.254 LCP is allowed to come up.
Feb 22 13:58:22 192.168.2.254 Initialize LCP.
Feb 22 13:58:22 192.168.2.254 LCP is allowed to come up.
Feb 22 13:59:23 192.168.2.254 Initialize LCP.

Much more repetitive snippage

Feb 22 14:11:31 192.168.2.254 LCP is allowed to come up.
Feb 22 14:12:31 192.168.2.254 Initialize LCP.
Feb 22 14:12:31 192.168.2.254 LCP is allowed to come up.

Feb 22 14:13:32 192.168.2.254 Initialize LCP.
Feb 22 14:13:32 192.168.2.254 LCP is allowed to come up.
Feb 22 14:13:33 192.168.2.254 PAP authentication success

No signature to see here, move along...

gizmoguy

7 posts

Wannabe Geek

#197287 22-Feb-2009 15:39

Xnet have updated the status report to include the reason for the outage:

"The issue effected new connections to our core DSL network, users that were connected were fine, new connections were authenticated to the network but routing was blocked within this part of network.

We are looking into the root cause of the issue with our vendors, and we apologise for the inconvenience."

http://www.xnet.co.nz/cgi-bin/status.cgi?id=436

RedJungle

Phil Gale
1108 posts

Uber Geek

Trusted

Red Jungle

Subscriber

#197310 22-Feb-2009 16:49

/facepalm

tkr001

416 posts

Ultimate Geek

#197312 22-Feb-2009 17:04

gizmoguy: Xnet have updated the status report to include the reason for the outage:

"The issue effected new connections to our core DSL network, users that were connected were fine, new connections were authenticated to the network but routing was blocked within this part of network.

We are looking into the root cause of the issue with our vendors, and we apologise for the inconvenience."

http://www.xnet.co.nz/cgi-bin/status.cgi?id=436

Their answer/excuse is a load of bollocks. I am a fusion customer and was in the middle of a call when I got chopped off about 13:20. New connections my a**e.

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RedJungle

Phil Gale
1108 posts

Uber Geek

Trusted

Red Jungle

Subscriber

#197313 22-Feb-2009 17:06

I'm fustrated.. I really like my VFX services, but Xnet are making it really hard to stay. This has got to stop.

tkr001

416 posts

Ultimate Geek

#197317 22-Feb-2009 17:11

RedJungle: I'm fustrated.. I really like my VFX services, but Xnet are making it really hard to stay. This has got to stop.

That is EXACTLY how I feel. I really don't want to move but my patience is just about at its end.

vinnieg

2260 posts

Uber Geek

Trusted

#197319 22-Feb-2009 17:18

tkr001:
gizmoguy: Xnet have updated the status report to include the reason for the outage:

"The issue effected new connections to our core DSL network, users that were connected were fine, new connections were authenticated to the network but routing was blocked within this part of network.

We are looking into the root cause of the issue with our vendors, and we apologise for the inconvenience."

http://www.xnet.co.nz/cgi-bin/status.cgi?id=436

Their answer/excuse is a load of bollocks. I am a fusion customer and was in the middle of a call when I got chopped off about 13:20. New connections my a**e.

Same here , oh well, in a few months I move closer into Wgtn, and I won't be signing up with them. I'll be going telstraclear with the phone/sky/net package for a bit

I have moved across the ditch. Now residing in Melbourne as a VOIP/Video Technical Trainer/Engineer.

xlinknz

1127 posts

Uber Geek

Trusted

#197323 22-Feb-2009 17:34

tkr001:
RedJungle: I'm fustrated.. I really like my VFX services, but Xnet are making it really hard to stay. This has got to stop.

That is EXACTLY how I feel. I really don't want to move but my patience is just about at its end.

I concur and I don't use VFX

What really annoys me is that it appears the problem occured last night, so why did it take until 10am the next day to get an alert posted and a voice msg on their help line

When will they understand that if you keep your customers updated they will give you some leeway

WxC need to do some Service Mgmt and Delivery 101, which seems to not be in place due to a lack of Mgmt 101 namely CUSTOMER FIRST

In regards to outages every Sunday this smacks a change control window and if so why are they doing changes then ?!

It has become apparent to me that problem mgmt process seems to be almost non existant

I was looking at options for changing ISP Friday before this occured !

I feel sorry for those that work their on the help desk it isn't their fault their mgmt are letting them down

WayneS

17 posts

Geek

#197325 22-Feb-2009 17:52

This morning I lost internet connectivity around 6am.

I had been browsing when all of a sudden I was unable to access anything on the web. When I ran a tracert, I could only get to the gateway with any connection past that timing out. The explanation on the xnet website doesn’t correspond to the problems I was experiencing.

I then tried to contact them several times over the next 6 hours - absolutely hopeless service ...

BlakJak

1275 posts

Uber Geek

Trusted

#197329 22-Feb-2009 18:28

WayneS:
This morning I lost internet connectivity around 6am.

I had been browsing when all of a sudden I was unable to access anything on the web. When I ran a tracert, I could only get to the gateway with any connection past that timing out. The explanation on your website doesn?t correspond to the problems I was experiencing.

I then tried to contact them several times over the next 6 hours - absolutely hopeless service ...

be careful with context - whos site is the 'your website' you are referring to?

GZ has no affiiliation with Xnet, may pay to ensure your comments are directed correctly...

No signature to see here, move along...

exportgoldman

1202 posts

Uber Geek

Trusted

#197344 22-Feb-2009 19:44

tkr001: Their answer/excuse is a load of bollocks. I am a fusion customer and was in the middle of a call when I got chopped off about 13:20. New connections my a

e.

Actually XNET's status was correct, the outage you experienced for 20 minutes after lunchtime was them rebooting some key piece of gear which stopped everything from working while it was rebooting.

My biggest issues are that the helpdesk hours, and it's ability to get swamped and go to number not reachable during a fault is worrying.

Also, there have been so many outtages recently that as a reseller it's so hard to sell, we have had many customers moved across and the next day their internet and phones all go down for half a hour and they need to reboot everything. Sigh!

It seems to me they are either changing too much gear, or they had a key staff member leave, or their not monitoring their network for outages and waiting for people to call on in.

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

tkr001

416 posts

Ultimate Geek

#197346 22-Feb-2009 20:02

exportgoldman:
tkr001: Their answer/excuse is a load of bollocks. I am a fusion customer and was in the middle of a call when I got chopped off about 13:20. New connections my a

e.

Actually XNET's status was correct, the outage you experienced for 20 minutes after lunchtime was them rebooting some key piece of gear which stopped everything from working while it was rebooting.

And where in the status did it say that. It didn't!!!!!!!!!!!!!!!!

Quite frankly they belong in Webber Brothers Circus.

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