20200528 – XNET – Philippines – GA Towers Service Outage - PUBLIC

NOTICE TIME ZONE	Philippines GMT+8
STATUS (Open/Closed)	Closed
INCIDENT START DATE	20200528
INCIDENT START TIME (HH:MM)	19:10
OUTAGE DURATION	1 hour 55 Minutes
ESTIMATED TIME TO RESOLUTION	Not Applicable
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
19:10	XSTRA NOC detected the outage in monitoring system
19:18	Local Philippines tech team confirmed outage
19:21	Tech team confirmed that the rest of the Philipinnes XNET network is up. The issue is confined to GA Towers
19:48	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”
20:05	Our technicians are determining if it is feasible to go tonight to site
21:05	Service has been restored
RECOVERY & RESOLUTION	Replaced faulty cable
ROOT CAUSE	Plastic end on cable broke
CORRECTIVE & PREVENTATIVE MEASURES	XSTRA will try to source a better cable made with metal fittings. If available.

Feedback