Recent Airnet Issues

[Quickline]

Hi Guys;

First can I apologise to the users for the last few weeks - we have permanently lost one of our main pop's in Scunthorpe and with it two of our backhaul fibres, this has left us short of bandwidth.

The rerouting of the network caused bottlenecks and contention in links rather than at the shapers, so all priorities and queueing were lost in certain areas leading to erratic pings and packet loss.

A new Gbs fibre across the river is currently being installed back to IXLeeds (Live mid Jan) and we are linking our Doncaster network with Hull via Goole (Live Dec/Jan) this already has a connection to our pop in Telehouse North and is also a 1Gbs barer.

We have to give our business customers priority but as things smooth out we will give more bandwidth back to our channel partners to stop their blocks maxing out.

Please bare with us - it will be worth it!

Kind Regards; Steve

<Edited by Dylan - Split topic from the speedtest thread>

[The Dominator]

Thanks for keeping everyone informed Steve, its very appreciated.
Communication with customers is key to a successful business regardless of how difficult the message is.

I think Steves statement is a perfect example of how to keep customers informed: providing up to date information, being truthful and explaining how they are going to tackle the problem. 
They have also given a time frame which, and even though it may not be as soon as people want they can at least see Steve & Quickline are not sitting on their hands.

Well done Steve & Quickline for good communications and good luck to the Quickline customers, I am sure Steve et al will have you back up and streaming ASAP.

[Ace247]

Communication with customers is key to a successful business regardless of how difficult the message is.

Indeed it is Dommo, good post from Quickline for sure...

[dylan]

Ditto. Technical issues suck, but giving a time-frame and being honest counts for a lot in my book.

[GarethG]

Very good, it's better that an ISP tells you exactly what went wrong and keep the customers updated rather than keeping them in the dark.

[Djwindas]

will it stay this way thats the question on my mind! 

[Ace247]

will it stay this way thats the question on my mind! 

Only time will tell Dj...it takes a while to build up a good reputation, it takes no time at all to loose it ..

[jamadams]

Cheers Steve, good to know what is actually going on. Bit more detailed than the rather vague email I got from Airnet.

[Djwindas]

Cheers Steve, good to know what is actually going on. Bit more detailed than the rather vague email I got from Airnet.

what email lol i didnt even receive one.

[jamadams]

I filed a support ticket about the slow speeds. Here's what they sent back:

Hi,

We wanted to provide you with an update on the essential maintenance works and upgrades that have been taking place over the last 2 weeks.

The upgrades and maintenance have now been completed and the purpose of this exercise was to increase resilience within the core network. We appreciate that some customers may have experienced short outages whilst this work took place and we thank you for your patience.

We are now working to improve the speed of connectivity to the Internet with further improvements to our core network. We are aware that some customers may still be experiencing slower speeds and assure you that you will see an improvement in service when the engineers have completed this work.

Guess it's more disingenuous than vague.

[Blueflame]

That's identical to the email I got via uniquecomms on the 16th Nov.

[jamadams]

Hmm.

Anyhow, looks like we're in for a bit of a ride until January.

[Djwindas]

HA HA wow that lasted long ermmm not! not even 24 hours and its running like a 1 legged man! and speeds down to 10k!

Test if www.google.co.uk is available

Pinging www.l.google.com [209.85.148.103] with 32 bytes of data:
Reply from 209.85.148.103: bytes=32 time=570ms TTL=53
Reply from 209.85.148.103: bytes=32 time=623ms TTL=53
Request timed out.
Request timed out.
Reply from 209.85.148.103: bytes=32 time=580ms TTL=53
Reply from 209.85.148.103: bytes=32 time=567ms TTL=53

Ping statistics for 209.85.148.103:
    Packets: Sent = 6, Received = 4, Lost = 2 (33% loss),
Approximate round trip times in milli-seconds:
    Minimum = 567ms, Maximum = 623ms, Average = 585ms
Control-C
^CTerminate batch job (Y/N)?

[Blueflame]

Maybe a reduced fee for the duration of the reduced service should be open for discussion.



Pinging www.bbc.net.uk [212.58.244.70] with 32 bytes of data:
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.
General failure.

Ping statistics for 212.58.244.70:
    Packets: Sent = 16, Received = 0, Lost = 16 (100% loss),

[Scotty]

I think that would be brilliant if they agreed to do that, maybe suggest it to them?

After-all, Quickline themselves have established they're is going to be an issue till January. As a good-will gesture it doesn't seem to be an unreasonable request.

I say give it a go