internet gone down

[Steve]

Jup leave it powered down for 30 mins then try again,if fails contact support

[Tony Yarwood]

Back up here in London 0207

[pctech]

Out of interest? is there somewhere that IDNET documents outages like this for their customers on their homepage?

I've seen the network status page http://www.idnet.net/support/status.jsp

but it would be nice to see past faults and what the cause/resolutions were.

It is unlikely that IDNet will be told the exact nature of the problem and even if they are it is probably written into the contract for their hostlinks that they cannot divulge any information that maybe commerically sensitive.

[Conrad]

Well that was fun.  18 hours with no Internet, and no OOH support person to speak to

So, This had to have been something pretty major hadn't it?  High Order failure within BT?  Does anyone know?

[Glenn]

One of the 2 hostlinks failed form what we have been told, all users on the failed link should have migrated to the working link, but for some reason, around 5% or connections didn't migrate.

[Conrad]

Is "Hostlink" a fancy name for "router"?  ...and if so, why did it take 18 hours to reload???  I can understand not switching to the other box as I'm guessing there would have been capacity issues, but a major outage like that should not have taken more than four hours to fix - even if they had to replace the kit!  Do we get money back for the lost day?

[karvala]

Back up here as well now, and another one who has a substantially lower sync as a result of this.  I just hope the stuck-sync problem doesn't occur again, and it moves back to the higher value soon.

[Niall]

The odd thing is, now my line is back up, it's the fastest it's EVER been. The BT site says the line itself can only support 14mb and I'm getting 13,475 in my router. Normally it's 11,000-12,000. Maybe something good came out of this

[Glenn]

Conrad, this is what Simon posted.

BT had to courier in some replacement equipment for the exchange. Now that has been replaced we are back to full steam. We will be holding a post-mortem with them tomorrow (every bit as probing as the England team now face) to find out why the fail-over only worked for most customers and not every single one.

Simon

[Jup]

Can you look at the router settings and check that your details are correct?

Checked and all details are now in but still no dice:/

@Steve, will leave the router powered down for 30 mins.

[ou7shined]

I can confirm that the electrical interweb is back up in Aberdeen.

My line sync is down but considering all my connect attempts and router changes I had today (before checking if it was a know issue here ) that's kind of to be expected. I hope it will sneak back up in the few days.

[lozcart]

As much as it is a pain to lose the internet connection may I congratulate idnet on how they handled the problem. We all know there is not a full support service at the weekend but as soon as the problem occurred Simon and Tim did give updates on the forum and updated the idnet web site, while I guess been very busy trying to resolve the issue.

I also left a message on the support help line and received a call back from Tim to advise on what was happening.

As I said it is an inconvenience but I'm sure some of the other internet providers would still not be letting their customers know they had a problem and all you would get is a script monkey in India advising you the router/computer must be faulty.

Well done idnet I hope it didn't mess up your weekend or football watching.

[Jup]

Router been powered down for well over 30 mins all my connection details are correct, router still can't get a connection. Don't suppose there is any point calling support until tomorrow now:/

[lozcart]

Jup, can you log onto the router from your computer and see if you have a sync to the exchange.

If so are you then picking up a ip address.

[Jup]

Hi Lozcart, no I don't seem to have sync, no connection Speed, line attenuation or noise margin and I am not picking up an ip.

[Glenn]

Give support a call now, as you have no service you should be contacted.

[Baz]

Baz, this is BT Planned Maintenance which was notified by Simon_IDNet several days ago.  >>

http://www.idnetters.co.uk/forums/index.php?topic=21020.0

http://www.idnetters.co.uk/forums/index.php?topic=21019.0

BT can be blamed for many many things but don't slag them off when they are actually doing work that benefits us.

wasnt slagging them off just pointing out the notice in the home page.


and it was TWO days ago

[lozcart]

Hi Lozcart, no I don't seem to have sync, no connection Speed, line attenuation or noise margin and I am not picking up an ip.

It sounds like you may have a different problem than the rest of us had as we were getting a sync. Have you tried connecting your router direct to the master socket or the test socket and disconnecting all your other phones, sky box etc.

If so then leave a message on the support line and they should get back to you.

[Jup]

I was getting a sync up until about 3pm, have not tried plugging in to the master socket, will go try now.

[Tina]

Back up now but my stats are well down.. oh well

[Jup]

Still no joy in the test socket, I got a call from support but not much can be done until tomorrow...I'll live.

[Simon]

 anyway, Jup, and  

Hopefully, all will be resolved tomorrow.  

[Simon]

Back up now but my stats are well down.. oh well

Hopefully things will recover over the next few hours, Tina.   

[Tina]

Yeah until BT do "the planned maintenance" lol

[lozcart]

Sorry Jup can't suggest anything thing else to try. Reading your first post you did lose Internet like the rest of us last night so I'm surprised your not back up running. Leave support a message you will be in good hands.