[TelstraClear] Internet Outage with aDSL subscribers with Telstra Clear

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IT08Guy

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Wannabe Geek

#30644 16-Feb-2009 16:22

Hi

Just wanted to check if anyone else is experiencing connectivity issues with Telstra today 16.02.09?

Outage started around 9:30 this morning due to some sort of an upgrade....

Thanks

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BitSignal

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#196082 16-Feb-2009 17:02

The firewall at the office notified me of internet restarts this morning, but I thought it was the VDSL2 modem playing up again (it's been inconsistent). I've had a support ticket with them for the past 2 weeks about this.
I guess it was TC's end after all (this time).
It actually started failing for me about 4am today.

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IT08Guy

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#196085 16-Feb-2009 17:06

We have had no connectivity since 10am which is very frustrating......

magu

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#196087 16-Feb-2009 17:07

Forgot to add that by 10am our side was actually working again, so they may not be related.

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eXDee

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#196131 16-Feb-2009 19:27

Internet died for half an hour again last night, the usual absolutely useless hamilton PPP server, which is now happening on a monthly basis.
And telstra are being incredibly useless on support, i filed a support ticket about other issues more than a week ago and still havent got a reply. I sent another to remind them and they havent replied to that either.

MackinNZ

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#196142 16-Feb-2009 20:04

I've got two customers in the Auckland CBD who have been out all day. TC can't give any time for a resolution except to say they're working on it.

This combined with the regular micro outages that my TC customers experience makes them just about useless as an ISP for business.

IT08Guy

9 posts

Wannabe Geek

#196147 16-Feb-2009 20:15

Latest update from TC is that they are restarting Dslams in exchange cabinets to bring these connections online . ETA overnight....

If it doesnt happen overnight I will make sure all my clients move .....

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paulv8

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#196163 16-Feb-2009 21:56

So is Telecom more reliable? Our ISP uses TC as their backbone. Have had an outage just about every fortnight lately and today's one started at about 9 AM and was still unresolved when I left after 5.

What are our options if Citilink does not connect to our building?

MackinNZ

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#196166 16-Feb-2009 22:06

In my experience, Telecom is MUCH more reliable. I'll be pushing my customers to switch as soon as possible.

Equally irritating is how the Service Status message on the TC website has been changed to "no known problems" even though there are apparently plenty of users who still can't connect.

GF74

85 posts

Master Geek

#196201 17-Feb-2009 08:27

My office in Takapuna went out at about 9am yesterday (Monday) and i have not yet got connected back up (8am Tuesday). According to the technical support it was up again last night (11pm), but then fell over again. My latest call (now - 8:30) advised that the technician are visiting all the cabinets of users who cannot connect so they are doing a lot of hardware resets.

Considering our office is only a 1km form the TelstraClear building i would have thought they would visit us first :).

My experience with TC is significantly better than that of Telecom. Since changing over (at least?2 years ago) i have had almost no problems, a couple of small outages, but nothing that has impacted us as much as this one.

I have always found Telecom to be a little cagey with advising customers of the actual problem and too many layers of support before you can get to anyone who can actually offer any support.

I am little disappointed with TC.

Grant

MackinNZ

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#196209 17-Feb-2009 09:00

My two customers in the Auckland CBD are still out and I've just been onsite and called TC who confirmed they are affected by the outage and the estimated time for resolution of this problem is 10.00am... maybe.

These two customers have been out since 11.00pm ish SUNDAY NIGHT. They were back on again for a short time yesterday morning but lost the internet again about 9.00am and are still out.

My Telecom customers have very few outages compared to my TC ones. Telecom have recently really lifted their game and now provide very good service IMO.

GF74

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Master Geek

#196210 17-Feb-2009 09:03

We have just come back up - 0855am.

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magu

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#196222 17-Feb-2009 09:59

I arrived at the office today under a sh*tload of phone calls to my mobile because 'Internet was down'. I could hear the firewall beeping every few seconds that the modem went online, then offline, then online, and so on...
Rebooted the modem and it seems fine for now, but from the other reports in this thread it seems like the issues are not just with me, but rather with the service altogether.
I switched from Telecom to Telstra because they made us a better deal at the end, but since moving to VDSL2 it has only caused me nightmares.

"Roads? Where we're going, we don't need roads." - Doc Emmet Brown

xpd

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#196223 17-Feb-2009 10:04

We lost our TC fibre connection or abut half an hour at 9/9.30ish - we tried calling TC and got no such number signals.... finally got hold of them and they said a switch had failed.

Its the 2nd switch in a month thats failed...... or is that just the story the NOC gives the helpdesk to tell customers ? :)

XPD / Gavin

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#196226 17-Feb-2009 10:11

Hmm we have both a Telstra and Telecom fibre connection here at work and last year found Telecom to have a lot of outages. I guess this year it's Telstra's turn for random outages.

I would just like to make the point that any company that relies on internet connectivity (which is pretty much every company these days) should have a connection with more than one provider, end of story.

No ifs no buts, you shouldn't ever have a single point of failure if your business depends on internet connectivity.

The cost of a 2nd provider is minimal compared to the loss of business due to downtime and increased perception that your company is unreliable due to your provider having an outage. Outages will always happen regardless of how many redundant switches/routers a provider might have.

IT08Guy

9 posts

Wannabe Geek

#196232 17-Feb-2009 10:53

We have just been reconnected.- outage of 25 hours.

Most mid size nz companies can sustain a 6-8hr loss of connectivity but more then 24 hr loss of service is pathetic.

Most Telcos charge a higher rate for Business customers anyway so we should at least expect a decent turn around time in outages.

Outages do happen even if you have redundancies built in however extended periods of outages are the ones which hurt the most.

I wonder if anyone from Telstra would follow up with a phone call to see if the customers are now happy.

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