|NOTICE TIME ZONE
|INCIDENT START DATE
|INCIDENT START TIME (HH:MM)
|ESTIMATED TIME TO RESOLUTION
|INCIDENT END DATE
|INCIDENT END TIME (HH:MM)
|INCIDENT CAUSED BY A 3RD PARTY?
|Yes – Converge ICT Philippines Manila – (Data Center in Pasig)
|IF YES, NAME OF 3RD PARTY
|CONVERGE ICT – Philippines
|XCRM TICKET NUMBER
|ALL XNET CLIENTS IN THE PHILIPPINES
|All sites in the Philippines
|DESCRIPTION OF INCIDENT
|The core network of Converge is down
|PRIMARY IMPACT EFFECT
|Converge are not answering their phones. Their websites are down.
|SECONDARY IMPACT EFFECT
|No internet access to XNET subscribers in the Philippines
|TUESDAY 17TH NOVEMBER 2020
|XSTRA started to see that sites were down in the Philippines on XSTRA’s internal PRTG monitoring system
|XNET Clients started to call in
|XSTRA engineers attempted to get Converge to respond without success
|With no further improvement. This SDN was created. There is nothing XSTRA can do at this stage but wait for Converge to repair the fault to their core network
|Independent website “Down Detector” confirms outage
|XSTRA’s own PRTG monitoring system confirms the outage window
|WEDNESDAY 18TH NOVEMBER 2020
|Converge is still down. Seems to be a massive issue in the Converge Data Centre in Pasig. See tweet from one hour ago below. See also this link : https://downdetector.ph/status/converge/
|Seems that the links are working again
|Closing this SDN. The image below shows the links have been up for over 2 hours.
|RECOVERY & RESOLUTION
|CORRECTIVE & PREVENTATIVE MEASURES
|If Clients do not have 4G failover solutions in place from XSTRA then they are advised to contact XSTRA immediately to source a 4G failover solution at an additional cost to that if this occurs again they can still access the Internet during outages such as this.
Last modified: Nov 17, 2020
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