4.5.2.38. 20200524 – XNET – Philippines – GA Towers Service Outage
NOTICE TIME ZONE
Philippines GMT+8
STATUS (Open/Closed)
Closed
INCIDENT START DATE
20200524
INCIDENT START TIME (HH:MM)
14:40
OUTAGE DURATION
3 Hours 35 Minutes
ESTIMATED TIME TO RESOLUTION
Resolved
XCRM TICKET NUMBER
Not Applicable
BRAND
XNET
PRIORITY
P2
CUSTOMERS AFFECTED
All tenants located at GA Towers 1 & 2 Philippines
DESCRIPTION OF INCIDENT
There is a break in the cable connection between the XNET rack on Tower 1 and other infrastructure on the roof of Tower 1
DESCRIPTION IMPACT
Primary Effect
No internet access will be available
Secondary Effect
None
Residual Effect
None expected once the problem is resolved
EVENT TIMELINE
14:40
XSTRA NOC detected the outage in monitoring system
14:50
Local Philippines tech team confirmed outage
16:01
Tech team confirmed that the rest of the Philipinnes XNET network is up. The issue is confined to GA Towers
16:06
PH Tech team report that there was rain yesterday in the area
16:10
PH tech team coordinating amongst themselves to work out when the tech team can travel to GA Towers to inspect the problem. The Manila area travel restrictions could be an issue due to Covid however our team should be exempt due to the nature of the problem – “essential business”
18:25
Our technicians report there is rain in the area. This will hamper efforts once they arrive on-site
18:30
2 technicians have arrived at GA Towers to start to find the problem
20:15
Service is now restored
RECOVERY & RESOLUTION
A new cable was installed on the roof of Tower 1
ROOT CAUSE
It appears as though a network cable has been damaged due to strong winds on the roof.
CORRECTIVE & PREVENTATIVE MEASURES
XSTRA will be taking necessary steps to source a cable with a stronger termination end
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