Tue, 05 Jun 2012
Last week (28th May), I had five Internet services across two countries.
This week, I have seven (7), with two new ones in Australia.
It all begin, when Internode decided that in their own best interest to migrate me from my existing DSLAM to one of their own infrastructure.
They had sent an email indicating when it was likely to occur. And they were sending invoices to the same address.
Naturally, they would send the date of the migration to the same address they had used for the past 9 months to communicate to me with, right?
Internode still do not understand why they never sent the notification email, as it turns out.
Compare the response time, update times, and restore times they specify to what actually occurred.
I'm informed of an outage. In the past, the problem has been at my end, so I run through the standard diagnostic procedure. Everything seems to be normal, so I call Internode. Sure enough, our service dropped off the Internet. According to Timothy, that happened at 11:15 AEST because of a migration to their own DSLAM.
After some diagnosis from Internode, they realise that whilst the migration has successfully disconnected the service, they have not reconnected anything. There is no sync. Ticket #454448 raised - which is when I'm informed that I'm on the business SLA.
I've asked for updated to both an Australian and UK mobile. "Not a problem".
Estimated time of resolution: 48 hours.
Yes, 48 hours. There goes the first SLA milestone.
I ring and speak with Carl. He indicates that as best he knows, the service is to be 7pm. for those keeping score, no updates have occurred during this time.
To either number. I query him about the SLA period. He says the response time is 2hrs and restore time is 10hrs.
He also indicates that this can all be checked online and that we can apply for a refund.
I ring, again, and this time speak with Justin.
I ask why I've not have an updated, since 7pm AEST has well and truly gone. He authenticates me and places me on hold to investigate.
Advises that the issue is fixed, says he sees sync on the line. I indicate that I do not.
He asks me to turn off the ADSL modem, we do, and he still sees sync. on the line.
Believes there is another problem at the exchange, another issue raised with wholesaler. No ticket number issues to me.
ETA to fix 7pm 2nd June.
Note:This was a 1 hour International call
I happened to check, and notice I have connectivity to the external interfaces (and thus, obviously, line sync.) again. No notification though.
Amidst all this, I also have to to source two external connections - Telstra & Optus, get them setup, reconfigure routing, email delivery and other network services so that the businesses which are relying on the Internet, still work.
Especially when I have no access to the routers. I had to get multiple people on site.
I'm told that the second site has gone done. Inexplicably.
After some round-trip and diagnosis, we determine that the routing change has occurred.
However it has been done incorrectly. And, of course, no notice / or update occurred either.
Multiple tickets are raised by multiple people, amongst them: #4562559 from my mobile phone whilst I am in Zurich.
I am informed, and it is confirmed, that the attempted routing change has been reverted and we are back to how things were on 2012-06-01.
I wake up, and find out that of at least three hours ago, they appear to have called (finally!) and actually fixed the routing to both sites.
That is a week of down time, multiple people (4 people) around in various countries around the World and hundreds of dollars in calls between us all to get things working.
Now, to look into compensation.
I receive a missed call, which I later learn is Internode actually calling me (for once!). At that moment, I'm actually giving a lightening talk on Django-PaaS
And that, dear reader, is why Internode Business SLA is a waste of money.
The services were broken by a change of no net benefit to me, was over a week ago.
Also, during this process.
My UK home Internet went down. My UK Three post-paid service "ran out of money" and Vodafone has a service outage for half a day.
A perfect storm of Internet dis-connectivity.
So, if you have been wondering, that is why I've been offline for various parts of the last week.
ॐ (aum) - what was, what is and what will be, wildfire's musings
Subscribe to a syndicated feed of my weblog, brought to you by the wonders of Atom.
Rendered in only 1.4224 seconds.