8.30am, Wed 12th December, 2012
More Problems With Telecom Broadband Network
The Telecom broadband network is still experiencing problems this morning. Although Telecom has restored service to the
majority of its customers, a significant number of customers are receiving intermittent coverage and may find that their
connection drops out. It is estimated that the number of customers affected at any one time is in the tens of thousands.
The first outage occurred early yesterday morning with service restored by 8.15am.
Another outage last night was identified at 9.45pm with service restored by 11.35pm.
Telecom apologises to customers affected by these incidents and the inconvenience they have caused.
The first outage related to a problem with a software upgrade on an Auckland-based server that is part of a system which
handles just over 300,000 customers, representing approximately two-thirds of Telecom’s broadband customer base. The
problem meant customer modems were failing to authenticate when trying to communicate with the server. The Auckland
server normally runs in parallel with a Christchurch based server and service was initially restored by removing the
Auckland server from the system and running solely on the Christchurch server.
Yesterday afternoon service resumed on both parallel servers, but last evening further problems were experienced with
the Christchurch server overloading due to issues synchronising information between the two servers. To address this
issue, the Christchurch server was taken off the system late last night, with internet traffic now all going through the
Auckland server. Telecom is urgently investigating why the synchronisation issues occurred.
Close monitoring overnight has indicated that some customer modems may be having intermittent problems connecting to
broadband. Telecom helpdesks are also experiencing higher than normal levels of calls for this time of the day, but this
may be due to customers being unable to connect because they need to reboot their modems first. Although most modems
will reconnect automatically, a minority need to be turned off and back on again.
For the latest updates, please call our broadband helpdesk line 0800 225598 or check www.telecom.co.nz service alerts
from your smartphone.
Telecom's CEO Retail Chris Quin says customers expect a reliable and robust broadband service from Telecom and rightly
so given the role the internet now plays as a major communications tool.
"We have a comprehensive review underway to ascertain how these issues can be minimised in the future and apologize
unreservedly to customers for any disruption these outages caused in the interim."
ENDS