OPERATIONAL UPDATE – Responsible Authority: REDTRAIN NETWORKS / Telstra

Status: CLOSE

Start Time: Saturday 11th Jul 2020
End Time: Wednesday 29th Jul 2020 19:00pm AEST
Outage Location: Pakenham-VIC
Serviced Estate: Amberlea, Edenbrook
Affected Services: IP Telephony, Fibre Broadband

Outage Description – 12/07/20
REDTRAIN Networks has identified and reported intermittent packet loss occuring on the Telstra backhaul to Pakenham-VIC. Only customers connected to the Pakenham exchange will experience intermittent download instability. Ascensa to advise once further details are provided by REDTRAIN Networks on when the packet loss issue with Telstra will be resolved., we apologies for the inconvenience and appreciate your patience.

Operational Update – 12/07/20 08:30am AEST
REDTRAIN Network has escalated the network anomomaly to Telstra and is anticipating an update on Monday 13th July.

Operational Update – 13/07/20 20:00pm AEST
REDTRAIN Network has advised that Telstra investigating is ongoing, no further details of backhaul packet loss issue. Next update expected Tuesday 14th July.

Operational Update – 14/07/20 08:00pm AEST
REDTRAIN Network has advised that Telstra investigating is ongoing, no further details of backhaul packet loss issue. Next update expected Wednesday 15th July.

Operational Update – 16/07/20 10:00am AEST
REDTRAIN Network has advised that Telstra investigating is ongoing, no further details of backhaul packet loss issue. Next update expected Friday 17th July.

Operational Update – 17/07/20 14:00pm AEST
REDTRAIN Network has advised that testing to be conducted on Saturday 18th July, no time has been allocated for this work. Next update expected Saturday 4:00pm.

Operational Update – 18/07/20 16:00pm AEST
REDTRAIN Network has advised that emergency outage will take place on Saturday 17th July between 17:00pm and 18:00pm AEST. REDTRAIN and Telstra to perform deep testing to isolate and resolve packet loss issue occuring on Pakenham backhaul. All Pakenham customers with IP Telephony and Fibre Broadband services will be affected during this window – customers are advised to allow up to thirty (30) minutes after the emergency outage window for services to resume.

Operational Update – 20/07/20 07:00am AEST
REDTRAIN Network has advised that further testing with Telstra will need to be performed, packet loss issue affecting downstream bursting remains affecting customers in Pakenham between 6:00pm and 10:00pm. Ascensa to provide further updates as ongoing troubleshooting occurs with upstream carrier.

Operational Update – 21/07/20 20:00pm AEST
REDTRAIN Network has advised that investigating is ongoing, no further details of backhaul packet loss issue. Next update expected Wedensday 21st July. Ascensa to advise once further details are provided, we apologies for the inconvenience and appreciate your patience.

Operational Update – 26/07/20 13:00pm AEST
REDTRAIN Networks is currently reviewing options and is expected to implement a temporary solution this week. The solution will allow REDTRAIN Networks and its upstream partners more time to execute further testing and troubleshooting as they work towards a permanent resolution. Ascensa to advise once further details are provided, we apologies for the inconvenience and appreciate your patience.

Operational Update – 29/07/20 19:00pm AEST
REDTRAIN Networks completed an emegency outage on the evening of Wednesday 29th of July. A configuration change was made within the network as requested by Telstra, this change has resolved the packet loss issue affecting customers in Pakenham.