Thursday, May 8, 2008
Friday, April 18, 2008
April 18, 2008
In the early hours of this morning, our network monitoring system alerted us to a problem with our DSL circuits in Atlanta.
We reported the outage to AT&T, who acknowledged an internal error on their part. However, we were unable to make any significant progress until early morning. By the time it was resolved we had to work through five different parts of their organization to get it fixed.
I apologize for the loss of service, coming so quickly after last week’s outage. While this was entirely outside of our control, I know that your access to the Internet has been disrupted, and that is not acceptable. As your Internet Service Provider, my commitment to you is that we will work with AT&T to understand the cause of this outage, and ensure that it does not happen again.
Each and every customer is important to us, and I recognize that recent events will have shaken your confidence in our abilities to provide you with a reliable service, and maybe you’re questioning if we will continue offering services in the Atlanta region.
On behalf of myself and my team, I want to assure you that we are here to stay and we are working diligently to eliminate future problems. We are committed to winning back your confidence and providing you with a service that we feel proud of, and that meets your needs.
Sincerely,
Robert Ford
President
SpeedFactory, Inc.
CONTACT US AT: http://speedfactory.net/contact.php
DSL SERVICE RESTORED AT 5:45pm.
To All SpeedFactory Customers
To All SpeedFactory Customers
In the early hours of this morning, our network monitoring system alerted us to a problem with our DSL circuits in Atlanta.
We reported the outage to AT&T, who acknowledged an internal error on their part. However, we were unable to make any significant progress until early morning. By the time it was resolved we had to work through five different parts of their organization to get it fixed.
I apologize for the loss of service, coming so quickly after last week’s outage. While this was entirely outside of our control, I know that your access to the Internet has been disrupted, and that is not acceptable. As your Internet Service Provider, my commitment to you is that we will work with AT&T to understand the cause of this outage, and ensure that it does not happen again.
Each and every customer is important to us, and I recognize that recent events will have shaken your confidence in our abilities to provide you with a reliable service, and maybe you’re questioning if we will continue offering services in the Atlanta region.
On behalf of myself and my team, I want to assure you that we are here to stay and we are working diligently to eliminate future problems. We are committed to winning back your confidence and providing you with a service that we feel proud of, and that meets your needs.
Sincerely,
Robert Ford
President
SpeedFactory, Inc.
CONTACT US AT: http://speedfactory.net/contact.php
FINAL UPDATE. CIRCUITS UP
We have confirmation from AT&T that all our circuits are up, which means that our service to DSL clients is fully recovered.
We thank you for your patience. Our CEO will send a note to customers briefly.
We thank you for your patience. Our CEO will send a note to customers briefly.
17:11 Update. Good signs
We are checking our network interfaces, and they show good signs of being up... this might be the beginning of total recovery...will keep you posted
16:17 Update. LAST UNTIL FURTHER FROM AT&T
It seems like AT&T cannot provide regular updates to us. We just got word that it may take them several more hours until this circuit is back. We are extremely sorry about that. We keep taking phone calls from customers and remain open, with our full technical capacity ready, but waiting from AT&T. There's no signal on our end, so they must work on their side to fix it first.
We have decided to post a new update only where there is real news. It does not make sense to bother you now with regular updates that have no relevant information.
We'll post as soon as there is something new to announce. Apologies again. We're doing everything in our hands to speed up this process... thank you for understanding us.
We have decided to post a new update only where there is real news. It does not make sense to bother you now with regular updates that have no relevant information.
We'll post as soon as there is something new to announce. Apologies again. We're doing everything in our hands to speed up this process... thank you for understanding us.
16:00 Update
No progress reported by AT&T. A backbone OC3 circuit to us is still down, and they keep telling us that they are working hard on it. Our account manager in AT&T is very resourceful, and has been on the line with us from the very first minute. However, it seems quite difficult to get them to involve the right people to get this resolved... we are hoping that we can provide better news every single time we write these updates...
15:30 Update
AT&T has recognized a minute ago that this failure is on their side, no other vendors. They are focusing their efforts now on restoring our OC3...
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