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358 posts

Ultimate Geek
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Topic # 135069 13-Nov-2013 14:10
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Another day today loosing DSL in our office.  A drive down the road shows Chorus working on local lines.  No pre warning, just gone.  The Chorus guys round here know we run businesses but that does not seem to matter.

So I was wondering why suppliers such as Vector will inform you of planned outages due to maintenance.  You can plan around these as you have been informed.

But Chorus just cut you off without a warning of any sort.  Many of us work from our home business with, it would appear, no regard by Chorus for the disruption they cause.

I can think of two excuses for this:

1) Power is more critical than DSL - As more of our business becomes internet based QOS of DSL is critical to the customers.  So Having spent 12 of 13 hours uploading a file to my client today I have to start again and let my customer down.  Another 13 hours.  It's me that has to absorb the problem, not Chorus.

2) It is more difficult to inform customers of outages with DSL - If this comment is true it's a sad reflection on Chorus.  Aren't they in the business of communication? Something called a database of customers and email addresses referenced to physical addresses.

It seems to be terrible arrogant of Chorus to just cut of services with no thought to the customer.  This is an ongoing practice.  No communication. Yet other service providers fall over themselves to inform you of outages.

Can Chorus learn something here?

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6434 posts

Uber Geek
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  Reply # 933111 13-Nov-2013 14:16
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how do you know this was a planned outage and not an unplanned one?

Planed outages dont typically happen in the middle of the day

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Uber Geek
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  Reply # 933112 13-Nov-2013 14:17
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To be fair you are not a customer of Chorus - they can't inform you as they don't even know who you are.

I would imagine that planned outages are fed through by Chorus to the RSP/ISP's and it's up to them to inform you.

I see people complaining about chorus every day on these forums and and some is highly unjustified.

 
 
 
 


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  Reply # 933113 13-Nov-2013 14:18
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I always thought DSL was a "Best Effort" product which has no guaranteed uptime / SLA.

If it was a Business fibre connection that went down for planned work then I would expect notification.



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Ultimate Geek
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  Reply # 933118 13-Nov-2013 14:27
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By planned outage I mean any outage caused by the actions of a Chorus contractor, not by a fault or act of God.  In this case as in all previous cases this year, the outage was not a fault with our DSL.

To say I am not a customer of Chorus misses the point really.  When the guys work on cables round here they don't ring back to the control centre and ask them to advise any customers of there being an outage.  No attempt is made.  There is no consideration for disruption of service.  Chorus not having me as a direct customer is also a great out for all involved.  Chorus can blame the ISP, the ISP can blame Chorus.  Easy.  Perhaps there is something wrong here.

It's a regular occurrence round here, when you see a Chorus van around your heart sinks.

I don't understand why DSL is "best effort" yet power is more than that.  Why is communication less critical in the current times?


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  Reply # 933120 13-Nov-2013 14:28
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andynz: By planned outage I mean any outage caused by the actions of a Chorus contractor, not by a fault or act of God.  In this case as in all previous cases this year, the outage was not a fault with our DSL.




how do you know the outage was caused by Chorus?  Just because you see a guy working on the cabinet, doesn't mean he cause the outage.  He might be fixing it.

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Spark NZ

  Reply # 933133 13-Nov-2013 14:32
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andynz: [snip]
I don't understand why DSL is "best effort" yet power is more than that.  Why is communication less critical in the current times?


You're kidding me right?

If you want a more reliable BB connection with uptime SLAs, it's available. It certainly sounds like you are a candidate customer for a better than best efforts service.

Of course, these services cost more.

Cheers - N




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Ultimate Geek
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  Reply # 933136 13-Nov-2013 14:33
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NonprayingMantis:
andynz: By planned outage I mean any outage caused by the actions of a Chorus contractor, not by a fault or act of God.  In this case as in all previous cases this year, the outage was not a fault with our DSL.




how do you know the outage was caused by Chorus?  Just because you see a guy working on the cabinet, doesn't mean he cause the outage.  He might be fixing it.


After loosing DSL, I drove down the road to the nearest cable breakout point and there was the contractor with the cable in bits.  Our DSL was working fine today until that point.  So 5 minutes form loss of DSL to me sighting the contractor.

So if the contractor was responding to a fault it was not with our connection.  A matter of 1-2 minute response time and then have the cable opened up within 5 minutes would be pretty amazing.

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Spark NZ

  Reply # 933137 13-Nov-2013 14:33
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And in fact, several providers now offer CLNE even on their best efforts DSL products that have 3G backup option. That's actually pretty affordable.

Cheers - N



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Ultimate Geek
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  Reply # 933155 13-Nov-2013 14:47
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Thanks for the suggestions guys.

It's straying a bit from my point though.  Not sure it explains why Vector inform me of an outage but Chorus don't.  I don't buy my power off of Vector yet they still communicate with me.


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  Reply # 933158 13-Nov-2013 14:49
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andynz:
NonprayingMantis:
andynz: By planned outage I mean any outage caused by the actions of a Chorus contractor, not by a fault or act of God.  In this case as in all previous cases this year, the outage was not a fault with our DSL.




how do you know the outage was caused by Chorus?  Just because you see a guy working on the cabinet, doesn't mean he cause the outage.  He might be fixing it.


After loosing DSL, I drove down the road to the nearest cable breakout point and there was the contractor with the cable in bits.  Our DSL was working fine today until that point.  So 5 minutes form loss of DSL to me sighting the contractor.

So if the contractor was responding to a fault it was not with our connection.  A matter of 1-2 minute response time and then have the cable opened up within 5 minutes would be pretty amazing.


so maybe there was a fault with someone else's line and the contractor was fixing that, and as a result had to take down the cabinet for a short period.

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  Reply # 933170 13-Nov-2013 14:51
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If it were a planned outage by way of maintenance etc I can see your point, but for faults no, the tech is there to correct the fault not walk around the streets telling people he may disconnect them in the process of rectifying the fault.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 




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Ultimate Geek
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  Reply # 933179 13-Nov-2013 14:54
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So a database of email to physical address with auto content sent by the tech would be a good idea?

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Master Geek
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Chorus

  Reply # 933275 13-Nov-2013 16:14
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andynz: So a database of email to physical address with auto content sent by the tech would be a good idea?


Chorus has notification systems which notify ISPs of outages.
As the end users (i.e yourself in this case) are not direct customers of Chorus - Chorus won't necessarily have contact details for you.  It is up to the ISP to take Chorus outage notifications and notify their customers (end users) of outages that are affecting those end users.

For all Chorus knows, you have some kind of service redundancy and aren't affected at all, etc, etc.

The real question you want to ask is why did your ISP not notify you in a timely manner for an unplanned outage, or with enough notice for a planned outage.
If it turns out that Chorus hadn't notified the ISP, then you might be in a better position to be upset.

However, the no SLAs on your DSL service, etc, etc then apply.



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Ultimate Geek
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  Reply # 933289 13-Nov-2013 16:38
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My ISP received no notification of an outage on our street. 

It leaves the un-answered question as to why Vector who, I don't buy from, do notify me.

It is a different standard of service yet they are both infrastructure providers.

Is it an opportunity for Chorus to look at the service they offer.  Yes.  Will they.  It seems unlikely.

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  Reply # 933303 13-Nov-2013 16:42
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andynz: My ISP received no notification of an outage on our street. 

It leaves the un-answered question as to why Vector who, I don't buy from, do notify me.

It is a different standard of service yet they are both infrastructure providers.

Is it an opportunity for Chorus to look at the service they offer.  Yes.  Will they.  It seems unlikely.


Ring Vector and ask them why




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 


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