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InvalidError

join:2008-02-03
kudos:5
reply to Teddy Boom

Re: [DSL] DSL Outage?

said by Teddy Boom:

I dunno. Complex systems are incredibly fragile. I'd definitely like to hear more about it!

I would have to disagree about the fragility here since in large mission-critical systems like carrier-grade routers, a ton of the complexity is about eliminating single-point failures and bottlenecks to make the overall system extremely resilient.

"High Availability" features are supposed to make equipment more reliable but for some reason, it seems like it blew up in TSI's faces instead in this case.

Juniper is going to have to provide answers for that - TSI had no reason to expect their Juniper routers to implode under load. Companies depending on their carrier-grade routers are paying top dollars for them in large part exactly to avoid having to continuously worry about that.

InvalidError

join:2008-02-03
kudos:5
reply to digiwth
BTW, about the recorded message: one of the first questions while going through the voice menus is the CID. How about moving any technical issue notifications up to after the CID prompt to notify customers about all known issues that might be relevant to their account instead of forcing them to go through the rest of the support menu? That would have spared me and everyone else who called 30 seconds each.

Finding my CID made me waste about a minute on the line. It would have been nice to simply have an option to hear all current major outages off-the-bat near the top of the voice menu when there are major cases in progress... that would have spared everyone (who does not know the phone menu and their CID by heart) about two minutes.

Ex.:

P1.: For service in english, press 1
P2: We are currently experiencing high call volume due to issue X. For more information, press '8'
P3: --- normal prompts resume here

Goldielover

join:2008-02-29
Toronto, ON
reply to digiwth
Back up finally. It did take me a few minutes to figure out that Bell had mucked up the wireless settings in addition to the log in. My daughter was getting frustrated that I was connected alright, and she couldn't.

HeadSpinning
MNSi Internet

join:2005-05-29
Windsor, ON
kudos:6
reply to InvalidError
said by InvalidError:

Juniper is going to have to provide answers for that - TSI had no reason to expect their Juniper routers to implode under load. Companies depending on their carrier-grade routers are paying top dollars for them in large part exactly to avoid having to continuously worry about that.

High availability hardware and software aside, if the issue was simply the "thundering herd of sessions" reconnecting after an outage, it may have simply been the consequence of putting too many subscribers on a single processor - while the CPU may be able to handle normal session setups and tear-downs with plenty of horsepower to spare, it may not be able to handle EVERYONE connecting at once. In some LNSs there are session establishment rate limits that can be set, but that in itself requires CPU cycles to process, and depending on the magnitude of the event might still have been problematic.
--
MNSi Internet - »www.mnsi.net


chrisrusaw

@206.47.78.x
reply to Old Martin
Getting super annoyed now. Powered down router, waited, even restarted lap top then router. Nothin. Spent near to two hours on hold with tech services. Nothin. Still no internet....Still on F@#%*%# hold.


TSI Pierre
Baby, Wanna see what 300Gigs looks like?
Premium
join:2011-09-23
Chatham, ON
Are you able to PM me? We have excessive wait times at the moment. I will get someone to call you
--
TSI Pierre - TekSavvy Solutions Inc.
Chief Operating Officer

Halton

join:2014-06-29
Canada
reply to TSI Marc
I migrated to Teksavvy a couple of weeks ago and the first thought that went through my mind when my internet went down was...hmmm I wonder if switching was a good idea.

Then I read and was mightily impressed.

First and foremost, Teksavvy did not treat its users like mushrooms. They kept us informed with what was going on constantly. Very impressive. I was used to being treated like a mushroom.

Secondly, there was an incredible camaraderie and helpfulness among the users and Teksavvy staff.

Lastly, I was back up rather quickly, lucky perhaps.

All this convinced me that I had indeed made the right choice to move to Teksavvy.

Kudos to all the Teksavvy staff who were involved in this outage both behind the scenes and on this forum.

brianshayne

join:2013-09-27
Canada
reply to digiwth
Still no sync. Have tried long power cycles and full factory resets. Little frustrating as need connection for work.

Kingston Ontario. TPLink TD-8616


HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
said by brianshayne:

Still no sync. Have tried long power cycles and full factory resets. Little frustrating as need connection for work.

Kingston Ontario. TPLink TD-8616

No sync has nothing to do with this particular outage. Are you sure your DSL light is out on your modem?
--



TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to brianshayne
No sync would be an unrelated issue unfortunately. Maybe try removing everything from the main demarcation point of your home and plugging your modem directly in there.
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to HiVolt
Thanks HiVolt hehe beat me to it.
--
Marc - CEO/TekSavvy

brianshayne

join:2013-09-27
Canada
Reviews:
·ELECTRONICBOX
reply to TSI Marc
I even rewired my jack. The support guy on the phone said if I didn't have DSL light. I needed to wait as some places weren't up yet. This call was an hour ago, and it was the first thing he asked me when I finally got through. He said he couldn't help unless it was on.

brianshayne

join:2013-09-27
Canada
reply to TSI Marc
Ha! And now sync came back. We'll see if it authorizes. That'd be cool


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to brianshayne
Ok try disconnecting everything from the main demarcation point for more than 20 minutes. It's important nothing at all be on there. Then try..
--
Marc - CEO/TekSavvy


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to brianshayne
Nice. Great.

brianshayne

join:2013-09-27
Canada
Reviews:
·ELECTRONICBOX
I can never tell with tech stuff here as the building wiring is terrible. When I got set up with you guys, the bell tech couldn't figure out why we couldn't get sync but he could trace the line... He left. Turns out the jack was wired backwards. Right Now I just replaced with a new jack and traced to the building demarc. Came back up, so may have been a bad connection - which is weird because u lost sync near noon I believe, and hadn't touched the jack. Anyway. Synced and authed. All good. Thanks to you and your staff for being super communicative all day.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
Great. Weird how sometimes you just discover things that don't appear to make any sense yet there it is. Hehe have a good one.
--
Marc - CEO/TekSavvy


scrampy

@98.158.118.x
I'm amazed and impressed at how fast the TekSavvy team was on top of this. Watching you both in here, and on Twitter, providing a level of support and information was amazing. I have recently been so glad to have dumped Rogers to move to DSL, only to be rethinking my *choice* of DSL provider today. Unfortunately for me, I'm NOT on TekSavvy. Was the outage that Bell caused for TekSavvy limited only to you, or would other resellers with customers in Ontario have been affected? Obviously, I'm still not back online, and have been relying on your updates to even KNOW there was a problem. I'm checking out your package prices now.


TSI Jonathan
Premium
join:2011-08-24
canada
kudos:10
Thanks scrampy, the team is still hard at work. They have done an exceptional job so far. Kudos to all of them

I haven't really had the chance to look but haven't heard that others were affected. If you have any questions, please feel free to ask.
Expand your moderator at work

videonerd

join:2007-01-21

1 edit
reply to digiwth

Re: [DSL] DSL Outage?

Aww... seriously. Here we go again. 2am... North York, Ontario. Connectivity went down at 2am, PPPoE failed at 2:13am.

Edit: Default Sagemcom Bell login works just fine. WHAT IS BELL DOING NOW?!!!



Memnoch541

join:2007-11-20
North York, ON
Same here in north York and just hangs at connecting

videonerd

join:2007-01-21
reply to digiwth
..aaaand we're back.

Halton

join:2014-06-29
Canada
reply to scrampy
I switched to Teksavvy a couple of weeks ago from Bell and this outage made me second guess my decision but only until I saw the communication that was coming from Teksavvy. As you point out the Teksavvy team was all over this AND telling us what was going on. That was impressive to me too. Not what I was used to!

My suggestion: stop checking out the packages and switch to Teksavvy.