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
MONDAY 31ST AUGUST 2020
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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