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511 posts

Ultimate Geek
+1 received by user: 32


Topic # 157643 8-Dec-2014 10:56
One person supports this post

Hi Guys,

Just a note on your outages.

Last night I was online and all of a sudden my internet started to play up. I was able to get to some sites and not others.

After doing basic troubleshooting I called your help desk.

The guy I spoke to was helpful, first he said there was no outages, then put me on hold to say that there was a planned outage as he has checked with the team and they are working on it.

I asked if this was updated on your website and he said yes it was. I said excellent and went to bed.

Today I checked the website and I see the outage is actually scheduled from 1 AM to 2 AM.  My internet issues started happening around 12:15 AM.

So whoever was working on the outage decided to start early then it was planned.

Whats the point of having a "Planned Outage" if you start when ever you like? I can understand if the outage ran longer then 2 AM as things happen in IT which you can't foresee. However there is no reason for you to start early then the start time.

This is bad customer service because frankly i would have loved to use my internet for another 45 minutes before bed.

I notice you have another outage planned on the 12th in AKL and it says its from 1 AM to 2 AM. So I will hope to be using my internet till 12:59 AM  :)

Just some feedback for your team.

Apart from that you guys have been awesome keep up the good work. :)

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2184 posts

Uber Geek
+1 received by user: 661

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  Reply # 1190447 8-Dec-2014 11:01
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I lost connection about 12.25AM in Dunedin. I looked at the scheduled outages and IIRC Dunedin wasn't even mentioned. To be fair it was a good excuse to go to sleep :)

101 posts

Master Geek
+1 received by user: 8


  Reply # 1190496 8-Dec-2014 11:59
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There was a decent size outage this morning. From just after 9 - 10am.
Pretty sure that was not planned!

No update on the website but when I did ring the 0800 number, the automated system did say they was a problem which was great!
Website update would have been good to. Or Twitter :)

64 posts

Master Geek
+1 received by user: 2


  Reply # 1190541 8-Dec-2014 12:37
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Jiriteach: There was a decent size outage this morning. From just after 9 - 10am.
Pretty sure that was not planned!

No update on the website but when I did ring the 0800 number, the automated system did say they was a problem which was great!
Website update would have been good to. Or Twitter :)


There was notification on twitter from Snap regarding an outage for lower north island

 

" 3h3 hours ago

 

Hi Guys, Outage affecting the lower north island, engineers are investigating no ETA as yet sorry! ^MC

 

0 replies3 retweets1 favorite"

776 posts

Ultimate Geek
+1 received by user: 176

Trusted
Snap Internet

  Reply # 1190556 8-Dec-2014 12:55
2 people support this post
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Hey Guys,

So firstly, this mornings outage was on our website as of 9.10am (http://www.snap.net.nz/support/network-status), and I tweeted and posted on fb about 10minutes later. Maybe the link network status page needs to be displayed more prominently because you weren't the only one who missed it :( I will raise that.

Secondly in regards to the main point of the thread, I've had a look at your account, and the two brief outages you experienced (though what I can see could have been you rebooting) were not related to the maintenance. The planned maintenance happened on time (I can see the traffic flow switch on the graphs) and services were not dropped, just redirected down another path. The NOC team is pretty strict on those windows, as we have major clients who have made decisions based on that information - its not just residential being affected. So I guess your next question is why did the helpdesk think it was, I've raised this with his TL, can't really speculate past that sorry. If it happens again and you'd like us to look into it further, chuck me through a DM.

In summary I'm really sorry that you got the incorrect info and we'll be working to make sure it won't happen again. Glad you got some additional sleep :)

^MC




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



101 posts

Master Geek
+1 received by user: 8


  Reply # 1190558 8-Dec-2014 12:59
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Thanks Ralph! :)

Must have just missed the updates online or been in-between as I was running out the house for work. Was great that it was on the phone system though.
Keep up the awesome work Team Snap!


RalphFromSnap: Hey Guys,

So firstly, this mornings outage was on our website as of 9.10am (http://www.snap.net.nz/support/network-status), and I tweeted and posted on fb about 10minutes later. Maybe the link network status page needs to be displayed more prominently because you weren't the only one who missed it :( I will raise that.

Secondly in regards to the main point of the thread, I've had a look at your account, and the two brief outages you experienced (though what I can see could have been you rebooting) were not related to the maintenance. The planned maintenance happened on time (I can see the traffic flow switch on the graphs) and services were not dropped, just redirected down another path. The NOC team is pretty strict on those windows, as we have major clients who have made decisions based on that information - its not just residential being affected. So I guess your next question is why did the helpdesk think it was, I've raised this with his TL, can't really speculate past that sorry. If it happens again and you'd like us to look into it further, chuck me through a DM.

In summary I'm really sorry that you got the incorrect info and we'll be working to make sure it won't happen again. Glad you got some additional sleep :)

^MC



511 posts

Ultimate Geek
+1 received by user: 32


  Reply # 1190592 8-Dec-2014 13:41

Okay thanks :)

RalphFromSnap: Hey Guys,

So firstly, this mornings outage was on our website as of 9.10am (http://www.snap.net.nz/support/network-status), and I tweeted and posted on fb about 10minutes later. Maybe the link network status page needs to be displayed more prominently because you weren't the only one who missed it :( I will raise that.

Secondly in regards to the main point of the thread, I've had a look at your account, and the two brief outages you experienced (though what I can see could have been you rebooting) were not related to the maintenance. The planned maintenance happened on time (I can see the traffic flow switch on the graphs) and services were not dropped, just redirected down another path. The NOC team is pretty strict on those windows, as we have major clients who have made decisions based on that information - its not just residential being affected. So I guess your next question is why did the helpdesk think it was, I've raised this with his TL, can't really speculate past that sorry. If it happens again and you'd like us to look into it further, chuck me through a DM.

In summary I'm really sorry that you got the incorrect info and we'll be working to make sure it won't happen again. Glad you got some additional sleep :)

^MC

2184 posts

Uber Geek
+1 received by user: 661

Subscriber

  Reply # 1191587 8-Dec-2014 14:03
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I looked in the logs of the FritzBox was it was showing PPPoE errors something along the lines of not being able to authenticate. So I rebooted.

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