| NOTICE TIME ZONE | Brisbane GMT+10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT START DATE | 20210720 |
| INCIDENT START TIME (HH:MM) | 10:00 |
| INCIDENT CAUSED BY A 3RD PARTY? | Yes |
| IF YES, NAME OF 3RD PARTY | AAPT/TPG  |
| OUTAGE DURATION | 90 minutes |
| ESTIMATED TIME TO RESOLUTION | N/A |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XNET |
| PRIORITY | P2 |
| CUSTOMERS AFFECTED | All AAPT/TPG clients |
| DESCRIPTION OF INCIDENT | Routing Issues with Upstream Peers of AAPT/TPG |
| DESCRIPTION IMPACT | AAPT/TPG clients may have a reduced experience as services experience total failure or high latency accessing services when accessing services outside the AAPT/TPG networks |
| Primary Effect | Loss of internet connectivity periodically |
| Secondary Effect | Reliant services such as voice, email, etc impacted |
| Residual Effect | None expected once the problem is resolved |
| EVENT TIMELINE | |
| Tuesday 20th July 2021 | |
| 10:30 | Approx 10:30 some Clients reported connectivity issues in/out to/from AAPT/TPG networks  |
| 10:55 | No update – AAPT/TPG wholesale portal shows service flags in red indicating there is a problem still ongoing  |
| 11:05 | View of X101’s local Telstra office connection as seen from inside AAPT/TPG network  |
| 11:30 | At this stage our monitoring can see that the issue has subsided.  – Closing SDN |
| 11:44 | Link are stabilising  |
| Wednesday 21st July 2021 | |
| 3:17 | Looks like AAPT/TPG have their portal working again and all seems to be OK. Notice all the green indicators.  |
| RECOVERY & RESOLUTION | Fixed by AAPT/TPG NOC |
| ROOT CAUSE | Routing issues |
| CORRECTIVE & PREVENTATIVE MEASURES | Non Applicable to XSTRA. Unable to see TPG/AAPT responses as now their portal is down  |
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