| NOTICE TIME ZONE | Brisbane GMT+10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT START DATE | 20210802 |
| INCIDENT START TIME (HH:MM) | Approx: 9:15am |
| INCIDENT CAUSED BY A 3RD PARTY? | Yes |
| IF YES, NAME OF 3RD PARTY | TPG/AAPT |
| OUTAGE DURATION | 6 hours |
| ESTIMATED TIME TO RESOLUTION | N/A |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XNET |
| PRIORITY | P1 |
| CLIENTS AFFECTED | From XSTRA’s perspective – All Australian Clients using AAPT/TPG services – however all major 3rd party services are showing similar issues |
| DESCRIPTION OF INCIDENT | High latency connections |
| DESCRIPTION IMPACT | Clients will have slow or no Internet at times |
| Primary Effect | High latency or no connectivity |
| Secondary Effect | Reliant services such as voice, cloud and all services reliant on stable Internet will be impacted |
| Residual Effect | None expected once the problem is resolved |
| EVENT TIMELINE | |
| Monday 2nd August 2021 | |
| 9:15 | XSTRA’s monitoring system detected outage.  |
| 10:00 | Issue seems to be getting better but still not normal. AAPT/TPG not admitting any fault so it might be a issue out of their control. |
| 10:15 | Social media show issues with TPG/AAPT but also shows the same issues with other services. |
| 11:00 | Internet connectivity seems to be stabilizing. This page indicates that it is a broader issue – not confined to AAPT/TPG: https://www.tpg.com.au/servicestatus.php?category=36&timeframe=now This is further confirmed by the fact that most popular Internet Providers and Cloud services are reporting the same degradation of services this morning  |
| 11:15 | All seems to be back to normal. We suspect this could have been a result of many students logging in to cloud services due to school from home due to lock downs in NSW and QLD.  |
| 11:20 | Many services reporting the same issues this morning meaning the issue was wide spread and probably beyond any carriers control. And more services here showing the same thing:  |
| RECOVERY & RESOLUTION | Wait for issue to disappear |
| ROOT CAUSE | Unknown, but suspect due to lockdowns Internet in general may have been under pressure from school students logging in but this is merely speculation. The effects were felt across all services. Very odd. |
| CORRECTIVE & PREVENTATIVE MEASURES | N/A |
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