| 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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