Broadband Down

[smithfield]

Hello

My broadband has been down since approx 6pm.

The call logging system goes in a loop, so cannot report the fault.

Can someone please take a look?

Thanks

[sparky]

Mine's been out too since last night. Checked this morning and still out of commission. TV is ok, didn't check phone.

Appreciated if someone can look into this.

[smithfield]

Just spent 20 minutes on the phone waiting for tech support.

Was told that the tool they use to check broadband has been down all weekend, and it "should" be fixed sometime this morning !

Anyone else with broadband down is wasting their time calling tech support. :mad:

If Smart cant provision this service, and cant fix it, why have customers hanging on the line for 20 minutes. An IVR system is in place, so why not use it.

Its bad enough having no broadband, but to hold 20 minutes and be told the tech's cant fix it is infuriating, and this is by far not the first time this has happened.

I await the promised phone call some time this morning.

[smithfield]

Just got a call from Smart tech Support - thanks for that.

The tech told me the whole of Smithfield is down.

Why did the Tech not know this when I first called?
Why is there not update on the SmartTelecom website?
Why is there not an announcement on the phone system instead of having many customers waiting on the phone to be given incorrect infrormation?
Why is broadband down in the first place?

We got a good run at it over the past month for so, but another 16 hour (so far) outage blows away any confidence gained over the past month

[sparky]

yup....I had my STB die on me on Thursday luckily I had a spare handy from when I moved apartments and thankfully Padawan sorted that out....but it's still heavily pixelated and generally feels that they're not throwing enough B/W at it (or me) for it to be stable. When switching channels it can take a few minutes for anything to come through. Some channels are basically unwatchable.

BB had been ok for a few weeks but this outage sends it back to square one. I was told there'd be a major upgrade (replacement) of the service before Xmas but I guess that went by the wayside too....

I've generally found that the only way I get anything fixed within 24-48 hours is to post here. Calls to Tech Support go unanswered after I sit in a queue for 30+ mins. When I do get through, I'm told someone will call me back....there's basically no first call resolution anymore. Then, it's only this most recent call where someone actually did call me back (18 hours later). I know they're understaffed but from a customer perspective it's unsatisfactory.

[Padawan]

Hi guys,

We have some parts of Smithfield / Parkwest back on line.
The rest are slowly coming back up.

Should be fully restored in the next hour or so.

[sparky]

Thanks for the update. Will check it when i get in tonight.

[Padawan]

Parkwest now restored.

Smithfield still in progress.

[Padawan]

All areas of Smithfield should now be back online.

Apologies for the outage.

[smithfield]

Hello

My broadband is back online.

Can you please let us know what the problem was and what is being done to prevent it happening again?

Also, please ask Smart Management to take this opportunity to learn from the experience and provide some formal notification facilities.

Thanks

[Padawan]

A piece of Headend kit needed to be switched to its backup.
However some of the local switches did not come back up and needed to be powercycled on site.

It took some time to get around them all.

Comment noted and passed to relevant bodies about notifications.

We are working with our vendor to find the root cause.