Many Bigpipe customers experienced an outage between 4:30 AM and 10 AM on Wednesday, 8 June 2016. Here’s what happened, and what to do if you are still experiencing connection trouble.
We had scheduled maintenance that occurred at the same time as Chorus network updates at approximately 4:30 AM this morning. Unfortunately, a bad configuration setting caused network instability and dropped connections. This was initially limited to a small number of customers but the problem grew worse, culminating around 8:30 with many Bigpipe customers experiencing loss of connection. Once the cause of the outage was known we rolled back to the previous configuration, which fixed the outage and restored service to 99 percent of Bigpipe customers by around 9:30
If you’re still experiencing loss of connection, please restart your modem/router and wait for 5 minutes to reconnect. If you are on fibre, please restart your ONT first and then restart your modem/router.
If you still have no connection after taking these steps, please visit our Support Centre and get in touch with our support team. Please select “No connection” as the problem, and add the subject line “I still can’t connect after Wednesday 8 June 2016 outage” into the More Information field. This will help us diagnose and restore your connection more quickly.
Thanks for your patience while we resolved this outage. We apologise for any inconvenience.
Cheers,
The Bigpipe People
As usual, please pass on our thanks to Chorus…
Thanks so much for keeping us informed 🙂 You’re still our fave.
Hi Bigpipe,
Many thanks for the updates on this, as I was one of the many struggling to get connection going again this morning. I did not lodge a job as by the time I had completed my own fault finding to check whether I had an issue, the outage had passed. As has been reported back, and already actioned, it’s great to see your outage page.
I know it’s brand new, so subject to change / modification, but one thing I would recommend (that I have used previously, and seen employed to much effectiveness elsewhere) is a regionalised list of areas, for example: Wellington, Auckland, Christchurch, Hamilton with a traffic light system for identifying outages (Green: all is good in the region, Orange: some localised problems, Red: Mass outages), all of which should be able to be clicked on opening up the suburbs within each city / region employing the same traffic light system, and when clicking on one of the areas, expanding to show potential faults on the network to allow us to check what’s going on, and avoid unnecessary equipment testing.
I realise you were busy trying to fix the issues, but an e-mail at the time would have been good for us too, as I’m sure many of us were busily fault finding our own systems tracking the faults back to the line to make sure we hadn’t had an equipment failure. The new outage site, and an expanded version of this would be awesome so this can be checked using mobile data during a potential outage.
Thanks for the quick restoration to traffic though, and the courtesy e-mail to let us know what had happened.