Unplanned ADSL outage - NSW - Resolved

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Kaushalya
Exetel Staff
Posts: 273
Joined: Wed Jan 13, 2010 4:25 pm
Location: Australia

Unplanned ADSL outage - NSW - Resolved

Post by Kaushalya » Fri May 17, 2013 12:04 pm

Event Notification:
Location Affected: Some areas in NSW
Event Start: 17/05/2013 11:30

Products Impacted: ADSL
Total Number of Services Impacted: Unknown
Additional Information: Most customers experienced no connectivity/no authentication issues. Root cause still being investigated.

Status: Resolved
Most customers that reported the problem appeared to be online at the moment.
Customers who are still experiencing connectivity issues, should turn off their modems and turn them back on and check for connectivity.
If you still continue to experience connectivity issues please contact Exetel support on 0280301000 Option 2.

Exetel apologizes for any inconvenience this may have caused.
Last edited by Kaushalya on Tue May 21, 2013 10:10 am, edited 3 times in total.

shoner
Exetel Staff
Posts: 756
Joined: Mon Apr 20, 2009 2:50 pm

Re: Unplanned ADSL outage - NSW - Resolved

Post by shoner » Fri May 17, 2013 1:33 pm

Update
Issue seems to be back. We are investigating the cause.

apologies for the inconvenience.
"Helping Making a Better World"

Log a fault ticket Here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

shoner
Exetel Staff
Posts: 756
Joined: Mon Apr 20, 2009 2:50 pm

Re: Unplanned ADSL outage - NSW

Post by shoner » Fri May 17, 2013 4:02 pm

Update

Our wholesale supplier has identified the issue to be with their equipment and we are awaiting further updates from our wholesale supplier network engineers for a permanent fix.
"Helping Making a Better World"

Log a fault ticket Here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

KavindaS
Exetel Staff
Posts: 2715
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Unplanned ADSL outage - NSW

Post by KavindaS » Fri May 17, 2013 7:50 pm

Update

Our supplier has identified malfunctioning Equipment and Some services may experience Authentication issues and frequent dropouts due to this issue.

They have planned for a permanent fix which will be completed by 20/05/2013 12:00 PM AEST. This will hopefully be a permanent fix.

We are sorry for any inconvenience caused.

SajithaH
Exetel Staff
Posts: 53
Joined: Thu Aug 09, 2012 3:25 pm

Re: Unplanned ADSL outage - NSW

Post by SajithaH » Sat May 18, 2013 7:04 am

Our Supplier is currently working on this at the moment for a permanent fix, therefore some services may experience Authentication issues and frequent dropouts due to this.

We are sorry for any inconvenience caused.

KavindaS
Exetel Staff
Posts: 2715
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Unplanned ADSL outage - NSW

Post by KavindaS » Sat May 18, 2013 9:27 am

Update

Our supplier has done a few changes today early morning as a temporary fix. Customers who are still experiencing connectivity issues should turn off their modems and turn them back on and monitor the service.

ETR - To be completed by 20/05/2013 12:00 PM AEST.

Apologies for the inconvenience.

Amila Fernando
Exetel Staff
Posts: 377
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Unplanned ADSL outage - NSW

Post by Amila Fernando » Mon May 20, 2013 12:29 pm

Update

Our supplier advised ETR has been extended by 4 hours.

We are sorry for any inconvenience caused.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
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Amila Fernando
Exetel Staff
Posts: 377
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Unplanned ADSL outage - NSW

Post by Amila Fernando » Mon May 20, 2013 5:27 pm

Update

Our wholesale supplier has completed the work successfully and our wholesale Network Engineers will roll back to the original configuration during the following maintenance window : anytime between 1:00AM-6:00AM on 20/05/2013.

Apologies for the delay and inconvenience caused.
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

EroshanJ

Re: Unplanned ADSL outage - NSW - Resolved

Post by EroshanJ » Tue May 21, 2013 10:02 am

Update

This outage has been restored.

Customers who are still experiencing connectivity issues should turn off their modems and turn them back on and check for connectivity.

If you still continue to experience connectivity issues please contact Exetel Support on 0280301000 or 1300 788 141.

We highly regret for any inconvenience caused.

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