| 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 | |
|
No internet access will be available |
|
None |
|
None expected once the problem is resolved |
| EVENT TIMELINE | |
|
XSTRA NOC detected the outage in monitoring system |
|
Local Philippines tech team confirmed outage |
|
Tech team confirmed that the rest of the Philipinnes XNET network is up. The issue is confined to GA Towers |
|
PH Tech team report that there was rain yesterday in the area |
|
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” |
|
Our technicians report there is rain in the area. This will hamper efforts once they arrive on-site |
|
2 technicians have arrived at GA Towers to start to find the problem |
|
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 |
Revision:
18
Last modified:
May 24, 2020
Post your comment on this topic.