Fibre Outage in my area since early Saturday AM

Forums › New Zealand Broadband › Fibre Outage in my area since early Saturday AM - No Action

networkn

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#306369 17-Jul-2023 08:49

Fibre went out have a RED LOS light on the ONT.

Called my provider Orcon, who advised they expected it to be resolved by 1pm yesterday but potentially could be 11am today. Understandably they can only tell me what they can see and can't really do much else. Yes I have restarted my equipment and ONT etc.

Chorus website says last updated 15 minutes after I reported the outage and is showing as N/A for the past 24 hours for a fix.

@chorusnz are you able to shed any light? I understand UFB is best efforts, but this is quite a number of houses affected (I see Henderson has a massive outage too) and I would hope communication at least to be a little better.

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#3104968 17-Jul-2023 10:53

Edit: I am a non-post reading idiot.

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networkn

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#3104971 17-Jul-2023 11:00

As mentioned above, I already checked that site.

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#3104984 17-Jul-2023 11:35

Apologies - I missed that. I have updated my post to reflect my stupidity.

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#3104995 17-Jul-2023 11:54

most providers/chorus included are so slow to update their websites when there are outages. its like they think it makes them look bad to others when this happens

all it ends up doing it clogging their support systems with people calling up about the fault when a lot of them might have seen it online and not bothered calling

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#3105001 17-Jul-2023 12:04

Annoyingly the latest resolution was supposed to be 11am. Still down, and now status is no ETA again! 2/3 of my long weekend with no internet. Frustrating.

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#3105012 17-Jul-2023 12:20

muppet:

Apologies - I missed that. I have updated my post to reflect my stupidity.

Username checks out :-P

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

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#3105034 17-Jul-2023 12:55

Chorus is onsite where ever the fault is and is working on the problem. No ETA.

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#3105073 17-Jul-2023 14:45

Apparently "remedial activities" have been carried out and service is restored.

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#3105127 17-Jul-2023 16:59

danfaulknor:

Apparently "remedial activities" have been carried out and service is restored.

Hmm, I posted an update and it didn't save for some reason, but yep, up and running. Thanks for the updates today, appreciated.

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#3105450 18-Jul-2023 11:44

Appreciate there is a desire to have more information regarding an outage, especially from the more technically minded. Our outages page was designed to provide information as simply and user friendly as possible to allow even those without technical ability to read it and see if they may be affected by an outage.

What should be happening is that your broadband provider, who has access to our network events portal, can see the details and give you a more in depth explanation of what's going on. They should also always be logging a fault ticket while they are at it. So that a) we can link it to the FRE and ensure detailed updates get passed on to your provider, and B) Once the FRE is resolved if your service is still out we have an accurate timeframe from when your service was lost and so the fault can be attended on a high priority.

That all being said, there is a bit of a limitation with the outages webpage. It runs off shape files, which often makes the outages appear much larger than they really are. The actual number of affected users may be low, but spread out and so the outage looks big. I'm told there are improvements being made to it, although no eta yet. ^Richard

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#3105478 18-Jul-2023 12:04

Chorusnz:

Appreciate there is a desire to have more information regarding an outage, especially from the more technically minded. Our outages page was designed to provide information as simply and user friendly as possible to allow even those without technical ability to read it and see if they may be affected by an outage.

What should be happening is that your broadband provider, who has access to our network events portal, can see the details and give you a more in depth explanation of what's going on. They should also always be logging a fault ticket while they are at it. So that a) we can link it to the FRE and ensure detailed updates get passed on to your provider, and B) Once the FRE is resolved if your service is still out we have an accurate timeframe from when your service was lost and so the fault can be attended on a high priority.

That all being said, there is a bit of a limitation with the outages webpage. It runs off shape files, which often makes the outages appear much larger than they really are. The actual number of affected users may be low, but spread out and so the outage looks big. I'm told there are improvements being made to it, although no eta yet. ^Richard

Hi Richard.

Thank you for the update. I am wondering what are the current SLA's to resolve a UFB problem like this one? I have typically found outages affecting multiple connections are very promptly fixed, and the ETA for this resolution changed quite a few times. I only ask so that I can set expectations accordingly, not only for ourselves, but within our customer base (we are an IT Provider who has quite a lot to do with UFB).

From a UX Perspective, it wasn't immediately obvious to me I could get additional information from the outages page that opens from the top of the big purple thing. Also services should in my opinion be called connections to reflect that 14 connections are affected.

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#3105736 18-Jul-2023 20:40

networkn:

Thank you for the update. I am wondering what are the current SLA's to resolve a UFB problem like this one? I have typically found outages affecting multiple connections are very promptly fixed, and the ETA for this resolution changed quite a few times. I only ask so that I can set expectations accordingly, not only for ourselves, but within our customer base (we are an IT Provider who has quite a lot to do with UFB).

Unless you're on a premium/high-end connection, the SLA is "best effort". Having said that however, they do try to restore all service faults as soon as possible - but some can take longer than others depending on the situation.

Stay in touch with your RSP as Richard says, they will be able to follow up your fault for you.

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#3105896 19-Jul-2023 11:03

networkn:

Hi Richard.

Thank you for the update. I am wondering what are the current SLA's to resolve a UFB problem like this one? I have typically found outages affecting multiple connections are very promptly fixed, and the ETA for this resolution changed quite a few times. I only ask so that I can set expectations accordingly, not only for ourselves, but within our customer base (we are an IT Provider who has quite a lot to do with UFB).

From a UX Perspective, it wasn't immediately obvious to me I could get additional information from the outages page that opens from the top of the big purple thing. Also services should in my opinion be called connections to reflect that 14 connections are affected.

My understanding is 48 hours for an FRE style outage like this. But like with everything there are nuances. I believe we have a bunch of contractual agreements and such which start to get rather expensive if things are out for too long so we definitely try to get things sorted as quickly as possible. Unfortunately there are limits to what can be done.

Great example, there is a large outage in Kumeu at the moment. Its been out for 2 days at this point and its expected to be fully restored in 3 days time. Why so long? Because a 100m section of cable comprising hundreds of Fibres and copper pairs has been ground to bits by a roadwork crew. We cleared out the damaged cables and have hauled replacement cables through. But now have to splice/joint all of those cables. No amount of manpower or willpower is going to speed up what is a fiddly process at the best of times hampered by a cramped, damp and likely very muddy environment. Even with a tech working round the clock that many joints is simply going to take a few days to finish all of them.

Also, a good example of why we keep the information on our website fairly basic. Here is a recent update provided for the Kumeu fault: "Damage: 2 x 312f, 1x144f, 1x48f and 2x 200pr copper. Aproc 100 fibers jointed. Technical team advised few of the PONs have been restored and remaining services continues to be impacted. Jointing activities are still underway. No current ETR. Next update on status change." Id say the majority of people are going to look at that and simply scratch their head, non the wiser. ^Richard