Outage

[Milambar]

Lost internet connectivity - 22:02, 28/08/2011. Called it in 22:30, and was told "Theres a known issue in the area.", I was given fault reference "18043477", though I had to explicitally ask for this. An ETA for a fix was given as "between 1 and 2 hours".

At 02:00 29/08/2011, the internet was still down. Called it in for an update, and was told "No faults in the area" by someone with a very thick almost unintelligible accent., when I quoted the fault reference, he put me on hold, and when he returned, he still said "no faults in the area", and booked me an engineer.

04:22 (I was up playing a new game, so I noticed), I heard MSN log itself in, and checked. I had the internet back.

My queries:
During the outage, the SH status page said "Network Access: Denied", which seems to suggest to me that for some reason, it wasn't a fault, but they had explicitally turned my connectivity off. Would I be barking up the wrong tree here?

Would it be worth keeping, or cancelling the engineer booking?

Your input, appreciated.

[General Maximus]

if they thought it was an area fault which had been fixed they would have automatically cancelled the engineer. If the fault was specific to you with you being placed in the walled garden or something all the engineer can do is ring someone anyway, he can't fix it himself.

tbh dude you are lucky that they actually admitted there was a fault the first time round. Whether it was an area fault or something specific to you, the fact that the first dude recognised it and did something about it is something. On the one time that I have to ring up every year they can't even see that there is a fault and it takes about 2 days for them to realise it is an area fault and not "a virus on my pc".

I think you have done well on this one.

[Ignitionnet]

My queries:
During the outage, the SH status page said "Network Access: Denied", which seems to suggest to me that for some reason, it wasn't a fault, but they had explicitally turned my connectivity off. Would I be barking up the wrong tree here?

Would it be worth keeping, or cancelling the engineer booking?

Your input, appreciated.

1) Yes you are, that is a quite confusing message but it pops up whenever network access is unavailable.
2) Nah, so long as all is working. Paste power levels here for assurance there's no hangover effect from the outage.

Welcome.

[Milambar]

Downstream:
Locked QAM256 98 55616000 Kbits/sec 306750000 Hz 7.4 dBmV 33.8 dB Hybrid
Locked QAM256 97 55616000 Kbits/sec 298750000 Hz 7.9 dBmV 33.9 dB Hybrid
Locked QAM256 99 55616000 Kbits/sec 314750000 Hz 6.9 dBmV 33.8 dB Hybrid
Locked QAM256 100 55616000 Kbits/sec 322750000 Hz 6.5 dBmV 33.8 dB Hybrid

Upstream:
Locked ATDMA 2 20480 Kbits/sec 45800000 Hz 39.2 dBmV

[Milambar]

This gets curioser and curioser.

I spoke to 2 different neighbours (both on 10MB), and their internet has been offline for over a day already, and when they call in, they are told there's a serious area fault, and they don't expect it to be fixed for 2 or 3 days.

How is it that they are still offline, when I am online, when we're all on the same road?

- Edit -
Neighbour complained because I have internet and she doesn't. The person at the other end "made some changes"
Now I don't have internet and she does. Posting from her connection.

- Edit edit -
Mines back again, but who knows how long for. This is annoying.

[lincsat]

Mines been up and down for a few Hours now. I called the Tech support and despite my Superhub being offline at the time, the Tech said my signal was too low, but not here - at the UBR in Nottingham. He said it would take a week to fix and would not affect anyone else, only me - BS detector is going off :)

[jb66]

Definately, bonus points for that call centre staff fir not sending a tech

[Milambar]

Some time between 4am and 8am, services were restored to normalcy in the M41 area. Given that the date for completion of repairs was the 4/9, I'm not gonna start counting my chickens yet.

Spoke to the neghbours, their services are up also, so its looking good.

Is there anyone who can tell me, out of curiosity, what the actual fault was?

[lincsat]

My service was up and down for 30-90 minutes at a time until around 1pm and has been up ever since with just a single T3 error in the log. I have noticed that browsing is now much quicker with less time-outs, so maybe they have fixed something - of course rebooting the super-slug may have helped :).

[Digital Fanatic]

Some time between 4am and 8am, services were restored to normalcy in the M41 area. Given that the date for completion of repairs was the 4/9, I'm not gonna start counting my chickens yet.

Spoke to the neghbours, their services are up also, so its looking good.

Is there anyone who can tell me, out of curiosity, what the actual fault was?

Yes, but you'll need to provide a fault ref. (the one you posted earlier looks like a work order log on your account) :)

[Nopanic]

Could be re-seg work ?

DF search off the work order number then :) come on man :)

[Digital Fanatic]

Could be re-seg work ?

DF search off the work order number then :) come on man :)

I'm not in work NP ;)

But that ref has too many digits for a start to be a remedy number :)