The current outage in Christchurch 2019-08-22

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › The current outage in Christchurch 2019-08-22

CitizenErased

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#255656 22-Aug-2019 15:14

My VDSL connection has been down for over 12 hours. Does anyone know the details? Their "network status" page is basically an icon that says "good" or "not good." Nothing posted on their Twitter account.

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#2303936 22-Aug-2019 15:26

What makes you think it's a wider outage than just yourself and have you actually called your ISP yet?

djtOtago

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#2303946 22-Aug-2019 15:39

Because Flip has this on their website.

CitizenErased

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#2303947 22-Aug-2019 15:40

I should have mentioned, the status badge on Flip's website says "Customers in Christchurch may not have service," but of course I want to know all the juicy details, or at least a brief summary of what's going on.

CitizenErased

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#2303948 22-Aug-2019 15:40

DSL is synchronised, but the PPPoE connection is down.

prat33k

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#2303949 22-Aug-2019 15:44

CitizenErased:

DSL is synchronised, but the PPPoE connection is down.

hmm.. could just be their radius server or their network only then. Line maybe good

CitizenErased

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#2303951 22-Aug-2019 15:53

Don't think I've ever experienced an outage that lasted this long.

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prat33k

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#2303957 22-Aug-2019 16:06

CitizenErased:

Don't think I've ever experienced an outage that lasted this long.

Give them a call. they'll be able to explain you the issue with an eta.

CitizenErased

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#2303959 22-Aug-2019 16:12

A smart company would publish this info on their network status page and social media, not clog up their call centre and leave customers waiting on hold .

MatteGreen

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#2304335 23-Aug-2019 08:12

Hi @CitizenErased

I'm very sorry for the how long the outage was.

We posted an update on our Facebook page to let everyone know of the issue and that we were working on it.

The networks team advised this was fixed around 6pm last night, so thank you for your patience here!

Cheers,

Matt

msukiwi

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#2304367 23-Aug-2019 09:02

CitizenErased:A smart company would publish this info on their network status page and social media, not clog up their call centre and leave customers waiting on hold .

NOT everyone is on Facebook!

xpd

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#2304375 23-Aug-2019 09:05

msukiwi:

CitizenErased:A smart company would publish this info on their network status page and social media, not clog up their call centre and leave customers waiting on hold .

NOT everyone is on Facebook!

This :) (And applies to all companies, not just flip)

XPD / Gavin

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CitizenErased

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#2304406 23-Aug-2019 09:35

msukiwi:

CitizenErased:A smart company would publish this info on their network status page and social media, not clog up their call centre and leave customers waiting on hold .

NOT everyone is on Facebook!

That's why I said "publish this info on their NETWORK STATUS PAGE and social media."

I'm not on Facebook either, but I do use Twitter (Flip didn't tweet anything about the outage).

CitizenErased

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Master Geek
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#2304407 23-Aug-2019 09:37

MatteGreen:

Hi @CitizenErased

I'm very sorry for the how long the outage was.

We posted an update on our Facebook page to let everyone know of the issue and that we were working on it.

The networks team advised this was fixed around 6pm last night, so thank you for your patience here!

Cheers,

Matt

Thanks, @MatteGreen

Any chance you can publish a post mortem of what happened yesterday? I noticed when my connection came back on around 6:10pm it dropped out and in again three or four times over the next couple of hours. I assume they were still testing the fix.

MatteGreen

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Vocus

#2304412 23-Aug-2019 09:43

No problem @CitizenErased,

Our website does have a panel at the bottom of the page advising of outages as well, it isn't immediately obvious - sorry!

A quick breakdown is an EUBA and NGA BNG migration was missing some of the required configuration. The networks team were working on it tirelessly to get things back up and running.

I hope that helps.

Cheers,

Matt