20210802 – AAPT TPG issues but Could Be a Upstream Issue to Them - PUBLIC

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