Iserve servers down

Forums › Vocus (including Slingshot, Orcon, Flip, Stuff Fibre and CallPlus) › Iserve servers down

mattwnz

16195 posts

Uber Geek

#143468 16-Apr-2014 00:21

Looks like iserve is currently down this evening, can't access emails or websites. Checked the status page , and no announcements on iserve maintenance or outages. The only announcements are below. Anyone else having problems?

Network status updates 15/04/14 9:30 pm No current major Network issues at this time Please report any individual issues through our Request Support tab on this page. 15/04/14 4:38 pm Waiuku area outage. ***Update 2014-04-15 18:09*** - Fault due to Fibre cut in area. Approx 200 customers affected with loss of data and voice voice. Some mobile services are also affected. Current tentative ETR 22:00 15/4. 9/04/14 1:29 pm Scheduled Maintenance 22-04-2014 Due to vendor engineering works, customers in the following areas will have up to a 1hr break in service between 22/4 10pm and 23/4 6am. Customers may need to restart modems to restore service at 6am. Areas affected are: CAMBRIDGE, MATIERE, OHAUPO, OHURA, OWHANGO, ROTORANGI, TAUMARUNUI

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1217 posts

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#1025942 16-Apr-2014 07:44

Nothing scheduled, nothing reported by other network vendors, nothing we are aware of and no other reports of issues that I can see.

Please log a ticket through your support channel and we will look into it - I can't see you have done so so far?

Regards FireEngine

mattwnz

16195 posts

Uber Geek

#1026199 16-Apr-2014 13:37

It was definitely down around 11pm till about 1am, as I had a client who contacted me about it to. I will submit a ticket, but I haven't had any reply to my other ticket sent 2 weeks ago .

FireEngine

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#1026208 16-Apr-2014 13:40

mattwnz: It was definitely down around 11pm till about 1am, as I had a client who contacted me about it to. I will submit a ticket, but I haven't had any reply to my other ticket sent 2 weeks ago .

What was the ticket number?

Regards FireEngine

networkn

22563 posts

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Lifetime subscriber

#1026210 16-Apr-2014 13:42

mattwnz: It was definitely down around 11pm till about 1am, as I had a client who contacted me about it to. I will submit a ticket, but I haven't had any reply to my other ticket sent 2 weeks ago .

wow, so things haven't improved even marginally since the acquisition!

FireEngine

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#1026213 16-Apr-2014 13:50

mattwnz: It was definitely down around 11pm till about 1am, as I had a client who contacted me about it to. I will submit a ticket, but I haven't had any reply to my other ticket sent 2 weeks ago .

The only ticket ever submitted using your account email address appears to be the one just submitted re last night. I'll ned either the email address any other ticket(s) have been submitted against or their number(s).

There are only 4 tickets in the hosting queue at the moment....average wait time on the phones is 44secs....

Regards FireEngine

mattwnz

16195 posts

Uber Geek

#1026219 16-Apr-2014 14:05

FireEngine:
mattwnz: It was definitely down around 11pm till about 1am, as I had a client who contacted me about it to. I will submit a ticket, but I haven't had any reply to my other ticket sent 2 weeks ago .

The only ticket ever submitted using your account email address appears to be the one just submitted re last night. I'll ned either the email address any other ticket(s) have been submitted against or their number(s).

There are only 4 tickets in the hosting queue at the moment....average wait time on the phones is 44secs....

Thanks. I will PM you the ticket number. There is something wrong with your ticketing system if it isn't an active ticket, because I also followed it up on friday last week to say I hadn't had a reply. It was initially sent on the 1st April, I got a reply that same day, with a question which I answered, and since then nothing.

FireEngine

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#1026225 16-Apr-2014 14:12

Ah-ha! Issue traced to Telecom planned work but they used a permit number relating to a Chorus outage in the Waikato so the notifications didn't how up correctly. That little gem is with the Telecom and Chorus SDMs to explain....

Regards FireEngine

FireEngine

1217 posts

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#1026232 16-Apr-2014 14:36

mattwnz: Thanks. I will PM you the ticket number. There is something wrong with your ticketing system if it isn't an active ticket, because I also followed it up on friday last week to say I hadn't had a reply. It was initially sent on the 1st April, I got a reply that same day, with a question which I answered, and since then nothing.

That is an old ticket, initially opened on 21/2 as an issue with death2spam which was resolved, then reopened on 5/3 to address the email receipt issues you were having, then reopened again on 18/3 to address a different email receiving issue, examples were requested but not supplied, re-requested on 1/4, 2 examples provided of which 1 turned up with a 1hr delay. Current situation is still the same:

"Provided the services are advising valid PTR's and HELO commands then there shouldn't be an issue.

Taking the above as granted we would need a copy of a bounceback message including headers to investigate further.
If this is not possible then we would like to request the sending address as well as time and date so that we can check the logs of the mail server to investigate."

This is ready to go back to our T3 engineers (where it has been waiting for the requested examples - apologies if that wasn't communicated), but we will need more than 1 example with the details requested is required:

Mail From:
Mail To:
Date:
Time:
Subject:

To make best use of our ticket system I'd suggest:

Log a NEW ticket for new issues
Log it from the email address linked to your account
Provide specific examples, especially of emails where we may need to search mail server logs (which you can probably appreciate are sizeable)

Regards FireEngine

mattwnz

16195 posts

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#1026514 16-Apr-2014 23:45

FireEngine:
mattwnz: Thanks. I will PM you the ticket number. There is something wrong with your ticketing system if it isn't an active ticket, because I also followed it up on friday last week to say I hadn't had a reply. It was initially sent on the 1st April, I got a reply that same day, with a question which I answered, and since then nothing.

Thanks I did get a reply to both those problems and an apoligy for the 2 week delay to my email and follow reminder on friday.

There is currently a problem as the iserve network again tonight, as all websites and email looks to be down.

FireEngine

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#1026519 16-Apr-2014 23:50

"Due to network vendor critical fault repair work, iServe will be inaccessible for up to 5hrs within the above window. We apologize for this late notice and inconvenience."

Window is 16/4 23:00-04:00

Regards FireEngine

mattwnz

16195 posts

Uber Geek

#1026520 16-Apr-2014 23:53

FireEngine: "Due to network vendor critical fault repair work, iServe will be inaccessible for up to 5hrs within the above window. We apologize for this late notice and inconvenience."

Window is 16/4 23:00-04:00

Thanks, I see you have now added it to the status page, as I did first check there and there wasn't an announcement, otherwise I wouldn't have posted.

FireEngine

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#1026521 16-Apr-2014 23:55

mattwnz:
FireEngine: "Due to network vendor critical fault repair work, iServe will be inaccessible for up to 5hrs within the above window. We apologize for this late notice and inconvenience."

Window is 16/4 23:00-04:00

Thanks, I see you have now added it to the status page, as I did first check there and there wasn't an announcement, otherwise I wouldn't have posted.

No worries, I try and post in both places, was just coming the other way to you :-)

Regards FireEngine

adw

175 posts

Master Geek

#1026522 17-Apr-2014 00:06

As there have been a few outages around this time over the last few weeks can you please update us as to what's going on and a schedule of fixes so we can set our client's expectations.

Thanks

FireEngine

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#1026524 17-Apr-2014 00:13

19/2 DDOS
11/4 Routing Issue
16/4 Telecom unnotified scheduled work
17/4 Vendor critical fault repair

We have nothing forward-looking scheduled, no pattern or commonality to the history.

Regards FireEngine

FireEngine

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#1026526 17-Apr-2014 00:20

A bit more detail on the current outage:

Unavailable:
HMC (console.iserve.net.nz)
IDM (idm.net.nz)
iServe Dedicated Customers

Available:
KWH
iServe web hosting
iServe mail
iServe DNS

Regards FireEngine

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