My 200/200 is delivering 2.3  / 23 -> really slow.

6 hours of work time lost and clients with no wireless for guests, voip etc.

Same here, download it's slow next to stop 0.40Mbps but upload seems to be normal.

And its back again and at the correct speed now.

DTan: About 10 hours of downtime. Not happy at all. An apology and explanation from 2D please.

LOL 10 hours of downtime is within normal operational SLA for residential customers (note you dont have an SLA) so it works on best effort.

DTan: About 10 hours of downtime. Not happy at all. An apology and explanation from 2D please.

Good Evening,

So today as you may know 2degrees had an outage in Christchurch. 2degrees are sorry about this. It appears that our Christchurch PoP might have had something to do with it.

It will happen again only since faults happen, and some faults are more complex to fix than others. Again, 2degrees are very sorry for the unexpected outage on your best effort service.

Kind Regards,
Not Ralph.

michaelmurfy:

DTan: About 10 hours of downtime. Not happy at all. An apology and explanation from 2D please.

Good Evening,

So today as you may know 2degrees had an outage in Christchurch. 2degrees are sorry about this. It appears that our Christchurch PoP might have had something to do with it.

It will happen again only since faults happen, and some faults are more complex to fix than others. Again, 2degrees are very sorry for the unexpected outage on your best effort service.

Kind Regards,
Not Ralph.

michaelmurfy:

 

DTan: About 10 hours of downtime. Not happy at all. An apology and explanation from 2D please.

 

Good Evening,

 

So today as you may know 2degrees had an outage in Christchurch. 2degrees are sorry about this. It appears that our Christchurch PoP might have had something to do with it.

 

It will happen again only since faults happen, and some faults are more complex to fix than others. Again, 2degrees are very sorry for the unexpected outage on your best effort service.

 

Kind Regards,
Not Ralph.

 

Is it written anywhere that there is a 100% guaranteed uptime.

Jorjeis: Yes faults happen. But 10 hours with no explanation? That doesn't fly. Particularly as it seems the outage happened after a change window (3am) and didn't seem to have been picked up by monitoring. As far as 'it's just residential, you're only best efforts' that really didn't fly either when it's a complete outage for a significant subset of the user base.

You can always change providers.

ajw:

You can always change providers.

 

Jorjeis:

ajw:

 

You can always change providers.

 

And that's exactly what I will be doing if we don't get an explanation of what happened and how they intend to mitigate it happening in the future.

New provider will have outages too. It happens, just move on and deal with it. I don't know of a single provider who doesn't have outages. If the issue is serious it can take some time to resolve.

Honestly, I would know - I used to work for a large ISP. Go outside, read a book, use mobile broadband (if you must). 10 hours is actually nothing. If you do require broadband 24/7 then take up a business plan with a service level but be warned as you'll be paying through the roof for it or even get an ADSL connection with another provider and failover to it if your main UFB connection goes down.

michaelmurfy:

Jorjeis:

ajw:

You can always change providers.

And that's exactly what I will be doing if we don't get an explanation of what happened and how they intend to mitigate it happening in the future.

New provider will have outages too. It happens, just move on and deal with it. I don't know of a single provider who doesn't have outages. If the issue is serious it can take some time to resolve.

Honestly, I would know - I used to work for a large ISP. Go outside, read a book, use mobile broadband (if you must). 10 hours is actually nothing. If you do require broadband 24/7 then take up a business plan with a service level but be warned as you'll be paying through the roof for it or even get an ADSL connection with another provider and failover to it if your main UFB connection goes down.