O Canada! → Canadian → TekSavvy > [Cable] Delays and Outages - status

Re: [Cable] Delays and Outages - status

The links are for sure working and the DNS servers are for sure working.. We tested those.. As i said, we would really know it if those DNS servers were down.

So it seems that maybe there is a routing problem for the 24.52.253.xxx net block. Looking into that now.
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Marc - CEO/TekSavvy

I don't think it's the routing problem for my subnet. As I said earlier, if I manually set the DNS to another server, then the problem is totally gone, this tells me that there's no issue with the network traffic.

I still suggest you focus on the DNS servers, and the routing to them.

I think a good idea to gauge the scale of the DNS problem, would be asking all the users with cable internet issue to do a nslookup / tracert test.

We ran stress tests on that name server. It's working fine. And, again, you are missing the stronger argument that there are no large scal complaints. DNS problems are very unforgiving.

I agree with you that something is wrong with your specific situation. I invite others to do the same and for you to repeat what you did and try to see what else the problem might be. I have my side looking into it also.
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Marc - CEO/TekSavvy

We found the problem and it was an odd one. It wasn't the DNS servers though. Can you please check again. I'm positive it's working now.

I'm glad DNS issues are being fixed, but how about entire POI's that are out right now? Can we get some sort of honest update on the progress?

TSI Gabe, what was the problem? Just curious. As now the DNS lookup works, this is the only change that I've seen since yesterday when I brought up the DNS issue.

There are no DNS issues.

There is no POI that's entirely offline either. There are master tickets opened for small areas within some POIs. All systems on our side are functioning properly and have been all along.
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Marc - CEO/TekSavvy

it was a minor routing issue.
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Marc - CEO/TekSavvy

You call it minor issue, We waiting 1.5 Hrs on the phone for Teksavvy Support.

Your issues may be minor and having to work with difficult vendors may be problematic but that's no excuse for not telling your paying (and supportive) customers what is going on. Generally speaking, people are more understanding when they are told everything.

On another note, our cable is still out in Guelph. We've been out since Friday at around 3:00 AM, making our total outage time come to almost 72 hours. Downed DNS servers are not my issue because I never use your DNS. I've not tried hooking up directly to my house's modem but our router does not get an IP when it asks for one. Based on what evidence your other customers have previously mentioned and the symptoms we're experiencing, this is likely either a DHCP server issue or an RF issue somewhere on your end (either with you or with your vendors).

As a holdover for the last three days, I've been using my phone to tether as a mobile hotspot. This way we can check in on your support team and find out more information on the outage. Unfortunately however, I'm running closer and closer to my monthly allocated limit and may not be able to continue without paying further. As with all of your other customers stuck in the outage, I'm sure we would be glad to get any more information you have and perhaps an ETA on when service will be back.

As some geographical context, we are in the N1H FSA.

Thanks.

I'm in Guelph and have been out since Friday morning as well.

I called tech support, but my phone ran out of money while waiting, so that didn't work.

Get me a repair ticket, or whatever the hell it is, but get my internet working again.

Guelph is back up.

that's good to hear.
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Marc - CEO/TekSavvy

Cable Internet is down in Maple, ON (L6A 3S3). OMG.. i dont want to wait for 2+ hours on hold. Please confirm that you aware of the outage?

Hi Extreme911,

I can place a callback in our system so you don't have to wait. Could you post in the direct forum with the number you would like a callback on please?

Thank you,

TSI Jonathan
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Online Experience Manager
Authorized TSI employee - Teksavvy Solutions Inc.

there was a minor routing issue. There was no DNS problem.
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Marc - CEO/TekSavvy

I also use a 3rd-party DNS service, but only out of the need to effectively filter out some unwanted web content for our home network. OpenDNS is a must-have for families with kids, after using it for years I've never looked back. Oh, and it's free! Google's DNS servers also perform rock-solid for the few times I've used it.

Maybe you should deal with those of us down for 5 days first, instead of those down for 10 minutes?

Sorry to be snarky, but it's very frustating to see.

Well I didn't care much until recently when I had to contact customer service for the past couple of weeks.... total wait time 4+ hours on hold. That's the worst response time I've ever had, which says something.

To be fair, your team/staff are polite and helpful when I do call. But I suspect you will have a high turnover as they get tired of dealing with frustrated customers who are the victims of your dysfunctional relationship with the incumbents.

Please hammer them HARD so they feel some of the pain and think twice about how they treat resellers.

The use of the term "minor" is unfortunate ...

Technically speaking it may have been minor, but when it stops (a) customer(s) from using the service, then it certainly doesn't feel "minor"!

Perhaps the term "limited" would be more appropriate?

thanks fxs that's fantastic to hear. hopefully many more years ahead!
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Marc - CEO/TekSavvy

Does your callback feature work with IVRs? Meaning, is it a real live person that performs the call back and can enter #1 to ring my desk?

it's automated.. not sure if you can enter that in the callback.
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Marc - CEO/TekSavvy