Outage in Hamilton all day.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Outage in Hamilton all day.

fishb8

85 posts

Master Geek

#171624 25-Apr-2015 16:39

Last night it went down, still down all day.
Rang help desk but said it was a chorus/Mr configuration issue. Be for....don't know what caused it and don't know when it will be fixed!!

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1466 posts

Uber Geek

Trusted

Lifetime subscriber

#1291547 25-Apr-2015 22:34

My understanding from facebook and my brief talk to the late night person is they have techs looking into an issue with their handover to uff, so I'm not sure exactly what's gone wrong but its impressively wrong.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

StGabriel

20 posts

Geek

#1291600 26-Apr-2015 08:22

Still out, dont know how large an area is affected but am in Cambridge. Just recently switched to MR and had closed my account with adsl provider as of 23rd April. At least I get an opportunity to see what they MR's customer service is like...

PottsyNZ

336 posts

Ultimate Geek

#1291665 26-Apr-2015 11:16

Almost halfway through Sunday and still down, customer support says things were delayed due to Anzac day which really isn't an excuse.

toejam316

1466 posts

Uber Geek

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Lifetime subscriber

#1291666 26-Apr-2015 11:20

Yeah, when an ISP can't handle a fault causing a major network outage, it's concerning. Might break contract to go to snap.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

browned

636 posts

Ultimate Geek

#1291703 26-Apr-2015 12:37

This is the new UFB world we live in. UFF and MyRepublic have to work together by the sound of this.

Seems the long weekend hasn't helped with staffing. Saturday and Monday being public holidays rule out any real work being done by most companies.

I wouldn't be surprised if this isn't fixed until Tuesday. My VOIP phone still works though.

PottsyNZ

336 posts

Ultimate Geek

#1292201 27-Apr-2015 12:30

Day 3 and still down...not good.

adamvnz

86 posts

Master Geek

#1292220 27-Apr-2015 13:11

Had this problem when I first got connected to MR. It took 4 days from when the UFF guys had done the full install to get the internet on and another week to get the phone running.
UFF came back and and got it running again with MR on phone. You could tell from the calls that MR didn't really know what they were doing.

Now this outage which started on Friday 24th with MR doing some testing in the Hamilton area which took out our phone and internet at the same time. Latter on Friday all came back. But then next morning no internet till now the 27th
I think MR need some real techs that can deal with this sort of thing.
I am also asking them for some sort of compensation!

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

browned

636 posts

Ultimate Geek

#1292337 27-Apr-2015 17:04

TXT from MyRepublic.

"We work hard to deliver you the ultimate internet experience. Unfortunately, an outage in the Hamilton exchange has disrupted that experience for you. We are very sorry for the inconvenience caused and we will compensate you for this. We have been working round the clock with Ultra Fast Fibre, their vendors and ours to resolve this issue. Please bear with us until we update you when your service is restored. Kind regards, VB, MD MyRepublic NZ"

toejam316

1466 posts

Uber Geek

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Lifetime subscriber

#1292373 27-Apr-2015 18:08

browned: TXT from MyRepublic.

"We work hard to deliver you the ultimate internet experience. Unfortunately, an outage in the Hamilton exchange has disrupted that experience for you. We are very sorry for the inconvenience caused and we will compensate you for this. We have been working round the clock with Ultra Fast Fibre, their vendors and ours to resolve this issue. Please bear with us until we update you when your service is restored. Kind regards, VB, MD MyRepublic NZ"

Pretty impressive, really.

It only took what, 3 days? to acknowledge to customers affected that there's an issue. It's almost like they want to become Vodafone when they grow up.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

browned

636 posts

Ultimate Geek

#1292377 27-Apr-2015 18:20

toejam316:
browned: TXT from MyRepublic.

"We work hard to deliver you the ultimate internet experience. Unfortunately, an outage in the Hamilton exchange has disrupted that experience for you. We are very sorry for the inconvenience caused and we will compensate you for this. We have been working round the clock with Ultra Fast Fibre, their vendors and ours to resolve this issue. Please bear with us until we update you when your service is restored. Kind regards, VB, MD MyRepublic NZ"

Pretty impressive, really.
It only took what, 3 days? to acknowledge to customers affected that there's an issue. It's almost like they want to become Vodafone when they grow up.

I received 2 phone calls from support on Saturday, and two emails as well. There website network status tells you there is an issue in Hamilton. Apart from calling every Hamilton customer what else could they do?

I have used 2GB of my works mobile phone data this weekend, as well as buying a $25 usb wifi stick for my home built pc non wifi enabled PC. I think the holidays have caused the biggest issues here. I really wouldn't expect more from any other ISP in this situation. Consumer grade internet does not come with guaranteed uptime or response times, if you want that get a business connection.

toejam316

1466 posts

Uber Geek

Trusted

Lifetime subscriber

#1292482 27-Apr-2015 20:10

browned:
toejam316:
browned: TXT from MyRepublic.

"We work hard to deliver you the ultimate internet experience. Unfortunately, an outage in the Hamilton exchange has disrupted that experience for you. We are very sorry for the inconvenience caused and we will compensate you for this. We have been working round the clock with Ultra Fast Fibre, their vendors and ours to resolve this issue. Please bear with us until we update you when your service is restored. Kind regards, VB, MD MyRepublic NZ"

Pretty impressive, really.
It only took what, 3 days? to acknowledge to customers affected that there's an issue. It's almost like they want to become Vodafone when they grow up.

I received 2 phone calls from support on Saturday, and two emails as well. There website network status tells you there is an issue in Hamilton. Apart from calling every Hamilton customer what else could they do?

I have used 2GB of my works mobile phone data this weekend, as well as buying a $25 usb wifi stick for my home built pc non wifi enabled PC. I think the holidays have caused the biggest issues here. I really wouldn't expect more from any other ISP in this situation. Consumer grade internet does not come with guaranteed uptime or response times, if you want that get a business connection.

No one has said I have consumer grade, they do also sell a business class product. And regardless of a public holiday, taking 4+ days to respond to a major outage without implementing some sort of temporary service is awful.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

Darren0

70 posts

Master Geek

#1292519 27-Apr-2015 20:49

browned:
toejam316:
browned: TXT from MyRepublic.

"We work hard to deliver you the ultimate internet experience. Unfortunately, an outage in the Hamilton exchange has disrupted that experience for you. We are very sorry for the inconvenience caused and we will compensate you for this. We have been working round the clock with Ultra Fast Fibre, their vendors and ours to resolve this issue. Please bear with us until we update you when your service is restored. Kind regards, VB, MD MyRepublic NZ"

Pretty impressive, really.
It only took what, 3 days? to acknowledge to customers affected that there's an issue. It's almost like they want to become Vodafone when they grow up.

I received 2 phone calls from support on Saturday, and two emails as well. There website network status tells you there is an issue in Hamilton. Apart from calling every Hamilton customer what else could they do?

I have used 2GB of my works mobile phone data this weekend, as well as buying a $25 usb wifi stick for my home built pc non wifi enabled PC. I think the holidays have caused the biggest issues here. I really wouldn't expect more from any other ISP in this situation. Consumer grade internet does not come with guaranteed uptime or response times, if you want that get a business connection.

I agree on the whole consumer vs business expectations, but when it's three days of your entire customer base in a region, then it becomes an issue regardless of connection type. It reflects extremely poorly on their ability to maintain a network. No doubt they're losing customers over this...

Whinery

104 posts

Master Geek

Trusted

#1292655 27-Apr-2015 23:13

I've been told the issue is resolved, but I haven't been given any details yet. We sincerely apologize for any inconvenience, and when I get in tomorrow, and have a sit down with the team, I'll be looking at causes and responses to see how we can handle things like this better in the future.

qyiet

454 posts

Ultimate Geek

Trusted

#1292720 28-Apr-2015 08:55

Whinery: I've been told the issue is resolved, but I haven't been given any details yet. We sincerely apologize for any inconvenience, and when I get in tomorrow, and have a sit down with the team, I'll be looking at causes and responses to see how we can handle things like this better in the future.

I'm not on my home connection, however it isn't responding to pings, and none of the services that I can access remotely have come online either. I'll go onsite at 10am and confirm, but I don't think everything has been fixed :(

Warning: reality may differ from above post

HcoNmeM

182 posts

Master Geek
Inactive user

#1292735 28-Apr-2015 09:19

Mine came online around 9pm last night..
Used all my mobile data for my clash of clans war too..
Not impressed..

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