Internet Lights Out
Two days ago, when trying to acces webmail at 16:00, the connection that was fine 15 minutes earlier, was gone completely. None of the sites was accessable, even the router could not be accessed, something that is normally no problem. Seconds later I got a message on my cellphone that TV was gone as well. Tried to phone: gone as well.
Because the TV worked, except it didn’t get a signal, en the phone looked fine, it was obvious it wasn’t a power outage. So either the router broke down, or something was wrong with the external (Fiber) connection.
When at home, two hours later, I checked the router by checking the wifi-signal, but that looked Ok. I could connect both phone and laptop op Wifi, and access any machine on the local network. But any attempt to get out onto the Internet, failed.
So it was definitively a matter of the external conenction. So I looked at the box that connects the router to the fibre. And indeed, one of the LEDs that should blink, was off. For my ISP that was proof that the lights of the Internet were turned off….
Service disruption, indeed. So a ticket to handle the repair was created, and I would be informed – over SMS – of any change.
But yesterday at 16:00, no message had arrived, so I decided to call the ISP on the progress: since ALL services were off, I would expect them to hurry…But no, I was to be handled today; they couldn’t locate the problem remotely so the problem might be in the PointOfPresence. Worst case, if not, an appointment would have to be made to have a look from my side. No idea how long THAT would take.
Given the reuptation of the big company behind the ISP, it could take days, if not weeks….
Luckily, the disruption was solved when I tried to access the webmail site at 16:00 this afternoon.
But not any status update over SMS…..
Well, it all works again. But if you promise your customer to inform him on the progress of the work on the ticket, it would be nice if that promise was kept. EVen if it turns out the disruption is caused by a mistake – or even something stupid.