{"id":3287,"date":"2010-05-28T21:45:10","date_gmt":"2010-05-28T20:45:10","guid":{"rendered":"https:\/\/brennigjones.com\/blog\/?p=3287"},"modified":"2012-04-27T15:39:12","modified_gmt":"2012-04-27T14:39:12","slug":"bt-outage-01993-exchange-part-4","status":"publish","type":"post","link":"https:\/\/brennigjones.com\/blog\/?p=3287","title":{"rendered":"BT outage, 01993 exchange (part 4)"},"content":{"rendered":"

Friday 28th May 2010, 7.20am<\/strong>
\nI ran through what has become a daily routine; switch off the router and BT Vision box, make a mug of tea, have breakfast, switch everything on and watch it all come back up.<\/p>\n

Then I try to load web-pages, run an FTP command and access BT’s own NNTP server. I also try to access BT Vision. All of these functions continue to fail.<\/p>\n

I wait for the engineer\u2019s arrival.<\/p>\n

At 9.40am, I took a telephone call from a BT Openreach engineer who had a bunch of new information.<\/p>\n

He said he wouldn’t be coming out, because the problem has been identified as an equipment issue in the local area.<\/p>\n

Apparently, on Tuesday, BT Wholesale upgraded some of their hardware in the 01993 exchange. Since the upgrade was undertaken, more than 200 subscribers in the 01993 have been unable to access the internet.<\/p>\n

The engineer said that BT Wholesale were aware of the problem, but until BT Wholesale correct the problem with their equipment, there was nothing that any of us – including the BT Openreach engineers – could do.<\/p>\n

I decided to do the only thing that a sensible person in my position would do, I drove in to Abingdon to take Sophie out for lunch.<\/p>\n

When I got home – about 2.30pm – I checked the internet.<\/p>\n

It was working!<\/p>\n

Instead of contacting the BT Broadband hell-desk, because, let\u2019s face it, the quality, content and validity of the information they have exhibited, over the last four days, has been absolutely meaningless, I went to the bulletin board.<\/p>\n

Yep, several people were reporting that they had a full range of internet services again.<\/p>\n

So that\u2019s it then.<\/p>\n

Problem solved.<\/p>\n

We\u2019re all back online.<\/p>\n

The thing is, as it appears to me, that as soon as the appropriate department of BT became aware that there was an issue in the 01993 exchange, the problem was corrected in less than four hours.<\/p>\n

But it seems to have taken 72 hours for that critical piece of information to surface.<\/p>\n

So the three questions that have to be asked are:<\/p>\n

    \n
  1. why did it take 72 hours for the fault to be correctly identified?<\/li>\n
  2. why were BTs offshore call-centre staff never aware of the true nature of the problem?<\/li>\n
  3. why are BTs offshore hell-desk staff so hugely unhelpful and combative?<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

    Friday 28th May 2010, 7.20am I ran through what has become a daily routine; switch off the router and BT Vision box, make a mug<\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3287","post","type-post","status-publish","format-standard","hentry","category-stuff","two-columns"],"_links":{"self":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/3287","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3287"}],"version-history":[{"count":0,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/3287\/revisions"}],"wp:attachment":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3287"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3287"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3287"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}