O Canada! > Canadian > TekSavvy > [OUTAGE] No Route in Nepean/ Stittsville

[OUTAGE] No Route in Nepean/ Stittsville

Which POI does this affect, and what are the symptoms?
Having this info here might save TSI a few more support calls.

Eg. My neighbour's cable modem suddenly no longer gets an IP from Rogers (DHCP failure). That kind of thing?

Thanks

I can tell you Fallowfield POI is definitely affected. We're in Barrhaven and without Internet for 2 full days now. The symptoms are that you get an IP and everything at the modem seems normal. However, you can't ping the DNS servers. It is apparently some routing shenanigans caused by Rogers yesterday. The case is with Rogers for resolution.

reply to TSIElizabeth
As it is midnight, I don't have a lot of information at this time, but I've gathered as much as I can. So this info is subject to change but here goes:

-Symptoms include receiving a 198 IP (or another valid ip) but can't route anywhere. Pinging most websites by the name will result in unknown host. Light pattern on modem will appear normal

-No specific POI yet (although more than few tech's have mentioned the Richmond POI) as we're seeing now other parts of Ottawa may be affected as well with DHCP symptoms (169)

Count me as another affected user in the west end of Ottawa. Phone support told me it can take up to 48 hour for Rogers just respond to the outage report.

reply to TSIElizabeth

reply to TSIElizabeth
As of 10:40am, still no route in Barrhaven. This is day 3 of no Internet and no phone (TekTalk) for us.

reply to mlord
Do we have an ETA yet?

No ETA as of yet, but working to have this resolved ASAP.

It there anything TSI is active working on or are you basically waiting for a call from Rogers to let you know what is going on?

I am a new customer and being down for extended periods with little to no information/updates is new to me. It is not viable option for those rely on thier ISP for things like telephone service, work from home, and day to day activites like banking/paying bills.

I get the feeling that TSI is no idea which customers are affected, what the problem really is, and what it is going to take in time and resouces to fix the issue.
--
From Arrested Development
Narrator: Then George Sr. stumbled across a loophole in the Mexican legal system.


George Sr.: (holding up cash) I have money.

reply to TSIElizabeth
I have exactly the same problem: got a 198. address, but could not go anyway. The problem started midnight of Oct 10. I called the Tech Support in the early morning hours today (4:00am), and was told that was a network routing problem at Teksavvy's side, and could be fixed quickly. However, as of now, I am still out of internet access from home.

Barrhaven strandherd and woodroffe area.
6:00 am - noticed internet was down, router logs indicate on and off since between 2-3 am Oct 12th
10:00 am - got sync on SB6121 modem but no address
11:00 am - Confirmed at least one neighbor on Rogers is fine. But still no IP address for me
11:30 am - spent about 40 min on phone with support, last step was factory reset. Not sure if that actually did anything.
12:30 pm - internet is back, got 24.x.x.x address

total downtime that i know of ~ 10 hours

Just checked remotely that mine has come back as well.

I just did a factory reset and I'm still getting a 198 address and no service. We're in old Barrhaven.

OK, just now (3:00pm), we finally have service back. Total down time about 60 hours.

dnikkel, can you please post your account info in the direct forum? I would like to add some notes to your account concerning this outage.

Thank you!
TSI Liz

My neighbour's line is still out. One change though: previously the modem could not get any IP address (DHCP fails), now he's getting a 198.* address. Still bad, but different from before.

reply to TSIElizabeth
Not a lot of updated info at this point unfortunately. I was advised its still ongoing, cycling between a no route issue and dhcp issues. If you are having the issues still either message us in the direct forum or email in so we can open tickets and record your downtime.

I've contacted Accounting already requesting compensation. Is that the right path? Or do we just get our down time on our ticket and it will be handled through that?

dnikkel, Yeah Accounting won't deal with this type of credit, so please give me your info so I can deal with it for you.

For anyone reading this thread, I've also just received word that this should now be resolved. Please power cycle your equipment and see if your connection is restored.