17 May 2006
Service Back On For Nearly All XTRA Customers
Telecom deeply regrets the Internet outages that some customers have had experienced over the last few days – and is
glad to report that proper service has now been restored to most customers.
Telecom last night restored service to most Xtra customers after a series of intermittent Internet and email outages
experienced since Sunday.
The outages have affected some Xtra customers at different times on-and-off since Sunday.
Telecom customer care manager Kelly Moore says Xtra staff had worked around the clock to get all services running again.
“Services were restored to nearly all Xtra customers yesterday evening. There are still 2000 to 3000 customers who may
be experiencing some problems today and we are working to ensure full services are running again by the end of the day.
“We sincerely regret the inconvenience and frustration that has been caused to our customers over the past few days.
Background
On Sunday afternoon customers may have had email and connection problems which were caused by a fault with our power
supply. Around 30% of customers also had problems with email for about 10 minutes on Monday morning.
Later on Monday, between approximately 4.40pm and 10.30pm a faulty load balancer, which handles traffic, meant customers
could not access websites and check emails.
On Tuesday, some customers may have had trouble getting on line. This caused a snowball effect as modems repeatedly went
through the automatic log-on process. This put an increased load on Xtra servers. This issue was fixed yesterday
evening, and the root cause of this fault is being investigated
Advice to customers
Customers who may still be experiencing delays in connection to the internet need to restart their computers and modems
to restore service.
To restart your modem, turn it off, unplug it from the wall and leave it disconnected for 30 seconds, then plug it back
in and wait 5 minutes for it to reconnect.
If you are still unable to get on line, please contact the Xtra helpdesk on Phone: 0800 CALLXTRA or 0800 22 5598.
As a result of this problem, a lot of customers are calling Telecom and we are attending to calls as soon as we can.
ENDS