20200831 – C-40-7 – No Internet Connectivity Via Fiber 1000 - PUBLIC

	MONDAY 31ST AUGUST 2020
NOTICE TIME ZONE	Brisbane GMT+10
STATUS (Open/Closed)	Closed
INCIDENT START DATE	20200831
INCIDENT START TIME (HH:MM)	Approx: 08:30
ESTIMATED TIME TO RESOLUTION	N/A
INCIDENT END DATE	20200831
INCIDENT END TIME (HH:MM)	Approx: 09:41
OUTAGE DURATION	Approx.
INCIDENT CAUSED BY A 3RD PARTY?	Yes
IF YES, NAME OF 3RD PARTY	TPG/AAPT – VIC POWER
XCRM TICKET NUMBER	12881
BRAND	XNET
PRIORITY	P3 – Medium
CUSTOMERS AFFECTED	X40
SITES AFFECTED	C-40-7
DESCRIPTION OF INCIDENT	C-40-7 office has no Internet access via fiber.
PRIMARY IMPACT EFFECT	Users may have issues accessing the Internet
SECONDARY IMPACT EFFECT	Out of band access for XSTRA to monitor devices via PRTG is limited
EVENT TIMELINE
08:30	XSTRA’s monitoring system, PRTG, advise Internet at C-40-7 was down
08:41	MS (XSTRA) escalated to LB (XSTRA)
08:45	LB (XSTRA) confirmed service is offline, checked known outage in area
08:59	LB (XSTRA) made contact via teams with Darren and Randolph to identify if known outage
09:00	LB (XSTRA) made contact with upstream carrier to lodge fault
09:05	LB (XSTRA) confirmed carrier outage as gateway for service also not responding
09:40	LB (XSTRA) confirmed services restored
09:42	DH (JAG) arrived onsite and confirmed services returned
RECOVERY & RESOLUTION
ROOT CAUSE
	Fault linked to upstream carrier power outage at flinders street
CORRECTIVE & PREVENTATIVE MEASURES
	Re-establish 4G service since disconnection of 2nd fibre service
RESIDUAL EFFECT	None

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