Chorus Fibre Outage at 1am

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#2792366 9-Oct-2021 18:44

ssamjh: I've always found Chorus's status page is wildy inaccurate. Once had a copper fault for 3 days for a town of 5000 and nothing mentioned at all.

@ssamjh were all 5000 copper subscribers off line due to this fault?

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#2792368 9-Oct-2021 18:49

Linux:
ssamjh: I've always found Chorus's status page is wildy inaccurate. Once had a copper fault for 3 days for a town of 5000 and nothing mentioned at all.

@ssamjh were all 5000 copper subscribers off line due to this fault?

Yes, it was a fibre cut feeding the exchange.

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#2792596 10-Oct-2021 01:48

ssamjh: I've always found Chorus's status page is wildy inaccurate. Once had a copper fault for 3 days for a town of 5000 and nothing mentioned at all.

Apologies, just want to correct my earlier statement, looking back at the history the fault was shown on Chorus on the 3rd day. Roughly 6 hours before it was repaired. But still a reallly long time.

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#2796875 18-Oct-2021 07:54

So what happened with the TDR complaint?

jmosen

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#2796877 18-Oct-2021 07:58

Now with the Commerce Commission as it is an industry wide issue.

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#2796951 18-Oct-2021 10:33

jmosen:

So I have asked the TDR to develop a clear protocol around communicating these outages ahead of time to those customers who have expressed an interest in having them.

Were the TDR unable to assist with your request?

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#2802524 28-Oct-2021 09:43

What has the Commerce Commission said so far?

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atomeara

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#2802784 28-Oct-2021 13:22

ISPs get advised when there are network events on the Chorus network (both planned and unplanned)

These are on the mark about 98% of the time.

The Chorus outages website does not have them all - this could be better.

The issue is with ISPs not handling them, I have seen this first hand from large RSP almost all the time.
I believe the blame firmly lies with them for not putting in place tools, processes and systems for this.

This is the Chorus events portal, there is also an API, this lists impacted services by ISP

There are also emails which show all impacted customers in total

We send comms out to customers using these tools, as below

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#2802971 28-Oct-2021 16:31

^ Lemme guess, that one above for the 29th was for north-western Auckland but was then cancelled two weeks after the notification date?

Curiously, it looks like the outages screenshotted for 7/11 are notified as being on the 8th for us.

Edit: notice for that outage came through now.

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#2803053 28-Oct-2021 19:21

I think this thread is hilarious. If anyone expects notifications on a best efforts broadband service they are dreaming.

If you want notification as broadband is important to your business, then pay for a business grade or managed broadband service which would typically include mobile backup.

But don't expect that at a residential home broadband service price. As the residential broadband market in NZ is very competitive where the margins are extremely thin.

Spark wholesale offer broadband connections too, I recommend you ask them for prices 🤣 https://www.sparkwholesale.co.nz/content/dam/sparkwholesale/productprofiles/InternetServicesProductProfile.pdf

Involving the TDR or ComCom is just wasting everyone's time.

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#2803063 28-Oct-2021 19:48

As above well written!

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#2803165 28-Oct-2021 22:15

@jmosen:

Now with the Commerce Commission as it is an industry wide issue.

Hence why I asked - has anything happened with the Commerce Commission yet?

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#2803181 28-Oct-2021 23:48

BarTender:
I think this thread is hilarious. If anyone expects notifications on a best efforts broadband service they are dreaming.

I'm not sure why you find this hilarious. The power industry is fairly competitive too and yet somehow my power company manages to tell me when the local lines company is doing work that is going result in my power being off.

Why does the telecommunications industry find it so hard to post something on a Web site indicating a planned outage.

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#2803224 29-Oct-2021 07:53

allan:
BarTender:

I think this thread is hilarious. If anyone expects notifications on a best efforts broadband service they are dreaming.

I'm not sure why you find this hilarious. The power industry is fairly competitive too and yet somehow my power company manages to tell me when the local lines company is doing work that is going result in my power being off.

Why does the telecommunications industry find it so hard to post something on a Web site indicating a planned outage.

@allan @BarTender You are not comparing Apples with Apples here for a start

A power outage customers are notified of are for many hours not a simple software update on some hardware

Power is required for medical reasons, Someone getting upset cause they can not reach P0rnhub for 10 minutes at 1am is not life threating

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#2803229 29-Oct-2021 08:08

allan:
BarTender:

I think this thread is hilarious. If anyone expects notifications on a best efforts broadband service they are dreaming.

I'm not sure why you find this hilarious. The power industry is fairly competitive too and yet somehow my power company manages to tell me when the local lines company is doing work that is going result in my power being off.

Why does the telecommunications industry find it so hard to post something on a Web site indicating a planned outage.

A few differences between power and internet services:

1) If the internet goes down there isn't typically the possibility of people dying, having accidents at home in the middle of the night and for the small fraction of folks who have life supporting services requiring power they have a UPS / battery backup. Internet isn't a critical service, Power, Water, Gas is.

2) Internet is a *best efforts* service. Not sure why this is a difficult concept to understand. The economics of running an ISP is complicated between infrastructure inputs and costs of running a call centre. There is very little margin.

3) Most people won't notice so spending time and effort building a notification platform. If even 0.01% of the customer base wanted it I would be surprised as it won't be available when the internet is actually down as how could you access it unless you have backup internet, and if you have backup internet why do you need to check the outage page as you are still connected.

4) LFCs and RSPs all do everything differently. And outages are complicated as some are impacted more than others.

5) Paying someone to keep the information up to date and relevant also costs money.

And I am sure I could think of other reasons why it is a waste of money for the ISP to build and maintain.. but those were the ones that sprung to mind at 8am on a Friday morning.

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