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Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:19 am
by specul8
Hi guys.

There was a 2 hour issue this morning where all exetel services were unavailable (they are back up now - more info here: viewtopic.php?f=296&t=39631).

While I'm exceptionally glad that the focus was on fixing the problem rather than updating forums (http://forums.whirlpool.net.au/forum-re ... ?t=1972252, http://forums.whirlpool.net.au/forum-re ... ?t=1972251) it would give some comfort to hear what part(s) failed for Exetel and any changes that may be getting looked at to try and avoid the same thing happening again (no guarantees, mind - just what the infrastructure team is looking at as options).

Cheers!
Brad

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:28 am
by peteru
Services are most certainly NOT up. PPP connection is up and down every few minutes with incorrect username or password errors. Rebooting router doesn't help.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:37 am
by specul8
Seems like some states (VIC) are back online but NSW is still having difficulties (maybe the current issues are limited to those people who have rebooted thir router it seems...). My internet is fine, for example - but I use Optus's DNS.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:46 am
by James
The affected systems are now operational, if you are still down, please powercycle your modem over 15 minutes, and then call support on 1300 393 835.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:46 am
by James
specul8 wrote:Seems like some states (VIC) are back online but NSW is still having difficulties (maybe the current issues are limited to those people who have rebooted thir router it seems...). My internet is fine, for example - but I use Optus's DNS.
NSW is not having difficulties, please power cycle your equipment.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:51 am
by specul8
@James, lots of people on Whirlpool are reporting issues still... http://forums.whirlpool.net.au/forum-re ... ?t=1972251

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:55 am
by autron
specul8 wrote:@James, lots of people on Whirlpool are reporting issues still... http://forums.whirlpool.net.au/forum-re ... ?t=1972251
Rather than just linking to the start of the thread, you can anchor it to the current part:
http://forums.whirlpool.net.au/forum-re ... 51&p=5#r90

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 10:56 am
by James
specul8 wrote:@James, lots of people on Whirlpool are reporting issues still... http://forums.whirlpool.net.au/forum-re ... ?t=1972251
I have seen that thread, I have just talked with our engineers and they cannot see an issue.

Please feel free to message me your number and i'll raise this with them.

James

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 11:02 am
by pskipworth
It sounds like the issue is currently being addressed and resolved - which, to be fair, has been done in good time, assuming this was a major hardware fault or similar. I've been with Exetel for probably around 5-6 years, and I can remember only one or two other significant problems with ADSL connectivity in that time. This is a good record.

However - like many, I'm unimpressed by Exetel's lack of communication when problems do occur. Exetel management : you have a presence on Whirlpool and Twitter (not sure about Facebook - but if not, you should do something about it) which is there to be used at times like this. Even if you can't be sure of the timeframe required for resolution, at least acknowledging problems would show a little appreciation of your customers' concerns - especially when scaremongers are throwing around phrases including "Exetel has gone into administration".

I'll be sticking with Exetel for now, but look forward to seeing proof in the future that Exetel appreciates their customers' loyalty and ongoing business.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 11:06 am
by specul8
Hi James - I'm connected back into my home network, must have been a bit chaotic when I tried earlier. I imagine it's been an interesting morning at Exetel HQ :)

Please pass on my thanks to the engineers. Would still be keen to hear what collapsed and any infrastructure changes that might be forthcoming as a result!!

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 11:22 am
by peteru
The pattern that I could spot was that if I got authenticated by Radius Server - mastic, the connection would go down very quickly again (mostly in 10 seconds, sometime up to 3 minutes). Radius Server - pistachio seems to be better behaved and I now have just over 10 minutes uptime

I have no idea how to affect the RADIUS server selection. A power cycle may have done this.

I'm happy to provide more info in PM if Exetel want to investigate this.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 11:38 am
by James
peteru wrote:The pattern that I could spot was that if I got authenticated by Radius Server - mastic, the connection would go down very quickly again (mostly in 10 seconds, sometime up to 3 minutes). Radius Server - pistachio seems to be better behaved and I now have just over 10 minutes uptime

I have no idea how to affect the RADIUS server selection. A power cycle may have done this.

I'm happy to provide more info in PM if Exetel want to investigate this.
Are you on an AAPT tail? If so, there was an issue with them after the network issue, this was resolved around 11am.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 11:38 am
by James
pskipworth wrote:It sounds like the issue is currently being addressed and resolved - which, to be fair, has been done in good time, assuming this was a major hardware fault or similar. I've been with Exetel for probably around 5-6 years, and I can remember only one or two other significant problems with ADSL connectivity in that time. This is a good record.

However - like many, I'm unimpressed by Exetel's lack of communication when problems do occur. Exetel management : you have a presence on Whirlpool and Twitter (not sure about Facebook - but if not, you should do something about it) which is there to be used at times like this. Even if you can't be sure of the timeframe required for resolution, at least acknowledging problems would show a little appreciation of your customers' concerns - especially when scaremongers are throwing around phrases including "Exetel has gone into administration".

I'll be sticking with Exetel for now, but look forward to seeing proof in the future that Exetel appreciates their customers' loyalty and ongoing business.
We are very sorry for the inconvenience, and yes we could have communicated better, however we were aiming to get the issue resolved.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 11:49 am
by arachnologist
Next time don't worry about resolving the issue. Communication is a lot more important. Especially with Whirlpool community.

Re: Exetel Outage Thursday morning...

Posted: Thu Aug 30, 2012 11:50 am
by neonexus
James

I still have serious problems - Sydney Northern Beaches

ADSL connectivity, but no VoIP, & most websites unreachable

I've sent you a PM - was kicked out of the very lengthy phone support queue