Compass nationwide outage

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myopinion

938 posts

Ultimate Geek

#444690 2-Mar-2011 09:44

Just got a text from Compass saying to re-power the antenna (black box). Done so, 5 mintues later the VoIP and internet is back online (Pukekohe East).

aw

286 posts

Ultimate Geek

#444696 2-Mar-2011 10:00

I've been keeping a casual eye on the Compass website for the past few days during this outage, and this morning is the first time I've seen any acknowledgement of anything wrong.

Based on this bad handling, I can't see myself recommending them to anyone, and I'll probably be helping one customer to move off them.

hairy1

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#444698 2-Mar-2011 10:03

This was my prime motivation for moving from them. I have heard it all:

"We will ring you back in 2 minutes..." I ended up keeping a complete written copy of all verbal correspondence with them after a while.

Although I am on the same platform I have not had any issues in the 12 months since swapping.

My views (except when I am looking out their windows) are not those of my employer.

myopinion

938 posts

Ultimate Geek

#444699 2-Mar-2011 10:06

Well I used to use Compass here at work about 5 years ago for wireless internet and had such poor service (constant outages) that I quit them and moved to Telstra. I get absolutely excellent service from Telstra here at work (East Tamaki) on VDSL2.

I live in a rural area just out of Pukekohe and the ADSL is terrible. Compass offer a reasonable speed (on a 3/1 plan but sometimes get up to 4/1) for a reasonable price. I'm stuck between a rock and a hard place unfortunately. I need at least 3mbit down to watch Netflix etc. Interesetingly I had no loss of internet over the past week but my VoIP connection wasn't working?!

ripping

4 posts

Wannabe Geek

#444762 2-Mar-2011 13:19

Connection restored unannounced at 1240. 7 days and 16 hours down.

'nuff said

Beccara

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#444765 2-Mar-2011 13:26

So from a technical perspective what the hell blew up that took 7days to fix

Most problems are the result of previous solutions...

All comment's I make are my own personal opinion and do not in any way, shape or form reflect the views of current or former employers unless specifically stated

ripping

4 posts

Wannabe Geek

#444770 2-Mar-2011 13:35

From the tidbits of info I got:
The server fried itself, or hosed the hard drives. There was no hardware backup, y'know, redundancy, so took a day or two to get new hard drives.
And there was no software backup, or at least it didn't work, or was incompatible. So manual entry of every user of the system was required.
This is informed speculation.

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CM123

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Geek

#444773 2-Mar-2011 13:37

You're right Ripping. I basically was told the same from Compass Helpdesk.

Ragnor

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#444870 2-Mar-2011 16:50

That's awful, what a joke.. surely heads should roll over fundamental mistakes like those (no hardware/software backup/redundancy).

hairy1

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#444877 2-Mar-2011 17:01

+1. Particularly from a major ISP (are they classed as a major ISP?) According to their website they have a world class network. I would think a major apology would be in order.

My views (except when I am looking out their windows) are not those of my employer.

nate

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#444881 2-Mar-2011 17:06

Ragnor: That's awful, what a joke.. surely heads should roll over fundamental mistakes like those (no hardware/software backup/redundancy).

stevenburr

2 posts

Wannabe Geek

#445139 3-Mar-2011 12:36

I'm on Pukekohe fringe and I have had a telecom DSL connection prior to being with compass. DSL was useless hence the change. I AM STILL WITHOUT WIRELESS SERVICES. I had originally just left it alone as with any outage the problem is usually fixed before you can get hold of the call centre but by day 2 I thought enough is enough. I have phoned and been put on hold 3 times - once for over an hour. I have "pressed *" to request a call back - guess what. NOCALL BACK.

I have finally just spoke to someone who advised me a technician would look into it and call me back in half an hour. I swear if they ask me to turn everything off and on and tell me it will be fine I gonna do my head in.
By the way - I spoke of account credit - they gave me no response......
After being with wired country and now with Compass I thin I would be one of their longest standing wireless customers....GUESS WHAT I can change that.

THANKS FOR NOTHING COMAPSS

myopinion

938 posts

Ultimate Geek

#445140 3-Mar-2011 12:39

@stevenburr

Sorry to hear that you still don't have any connection! Did you get the text message to restart the aerial?

You couldl try emailing the sales guy I deal with at Compass, who is usually pretty responsive:

Ryan Pereira [ryan.pereira@compass.net.nz]

stevenburr

2 posts

Wannabe Geek

#445148 3-Mar-2011 13:01

No didnt get any message but I know to do that so have been repeatedly restarting it and my router.
My account manager is not based in Chch..... so not getting any response from there. Might try your guy. Thanks

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