20210305 – XNET – AUSTRALIA – Brookfield Service outage - PUBLIC

NOTICE TIME ZONE	Brisbane GMT+10
STATUS (Open/Closed)	Open
INCIDENT START DATE	20210305
INCIDENT START TIME (HH:MM)	13:42
INCIDENT CAUSED BY A 3RD PARTY?	No
IF YES, NAME OF 3RD PARTY
OUTAGE DURATION
ESTIMATED TIME TO RESOLUTION	N/A
XCRM TICKET NUMBER	Not Applicable
BRAND	XNET
PRIORITY	P2
CUSTOMERS AFFECTED	All Brookfield XNET Customers along Gold Creek Road
DESCRIPTION OF INCIDENT	Loss of backbone fibre connectivity
DESCRIPTION IMPACT	Users may have a reduced experience as services have failed over to 4G
Primary Effect	Loss of internet connectivity periodically
Secondary Effect	None
Residual Effect	None expected once the problem is resolved
EVENT TIMELINE
	Friday 5th March 2021
13:42	Monitoring detected disruption of network connectivity at Brookfield
13:45	XSTRA technicians confirmed service is operating on 4G now
13:50	XSTRA Identified that only half the network is impacted
13:51	XSTRA confirmed fibre is offline
14:15	XSTRA publish this SDN
14:17	XSTRA technician dispatched
17:30	Testing shows that the fiber cable between Savages Rd and the Junction 3 box that runs along side the eastern boundary fence of 612 Gold Creek Rd is once again broken. This will be the 2nd time the cable has failed and will need to be replaced and this is certainly suspect given the same cable has never failed in any other area of the installation area at Brookfield.
RECOVERY & RESOLUTION
ROOT CAUSE
CORRECTIVE & PREVENTATIVE MEASURES

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