4.5.2.21. 20210723 – XNET Philippines – Main Fiber Down
NOTICE TIME ZONE
Brisbane GMT+10
STATUS (Open/Closed)
Closed
INCIDENT START DATE
20210723
INCIDENT START TIME (HH:MM)
19:45
INCIDENT CAUSED BY A 3RD PARTY?
No
IF YES, NAME OF 3RD PARTY
N/A
OUTAGE DURATION
24 Hours
ESTIMATED TIME TO RESOLUTION
8 Hours
XCRM TICKET NUMBER
Not Applicable
BRAND
XNET
PRIORITY
P2
CLIENTS AFFECTED
All Philippines XNET Clients
DESCRIPTION OF INCIDENT
Due to storm damage to equipment an air-fiber link is down
DESCRIPTION IMPACT
Clients will have no Internet access
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
Friday 23rd July 2021
19:45
XSTRA’s monitoring system detected outage in Ortigas between OSMA and Core site. Attempting to get technicians to the affected areas. Storms in the area impacting response times.
Saturday 24th July 2021
6:46
Fiber is broken. Working on resolution
16:22
Internet restored to OSMA Bldg Ortigas
20:30
Internet restored to GA Towers
RECOVERY & RESOLUTION
Replaced switch and repaired ethernet cable
ROOT CAUSE
Damaged switch and ethernet cabling. Most probably from lightning strike.
CORRECTIVE & PREVENTATIVE MEASURES
The cause of the incident was most probably an “Act of God: event, so there is not much XSTRA can do to prevent the damage that occurred. Additional redundancy could be implemented however this would be costly and not within our business model. XSTRA uses the highest quality carrier grade equipment our our fantastic technical team are trained and experienced, meaning we have taken all reasonable steps to limit the impact of these types of events. XSTRA’s XNET uptime has been above 99.97% for the past few years which is a good result. A special thanks to our Manila team of technicians that worked tirelessly throughout the outage to rectify the faults they found.
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