[AusNOG] Opticomm Gregory Hills - Fallout from planned outage.

Thu Nov 28 12:21:00 AEDT 2024

Hi Mal,

Apologies that your clients are experiencing adverse impact after our planned maintenance yesterday. We have no reports of widespread issues across that area post maintenance.

To explain what is “in our mind” when we elected to do this maintenance during the day, we performed a major network upgrade at this location, replacing Optical Line Terminal (OLT) equipment with our most current/modern platform. Replacing aging/legacy infrastructure is important to ensure ongoing reliability and stability of our network infrastructure.

We performed this during the day (as we do with all equipment upgrades of this nature) for several reasons.

 1.  The upgrade depending on the number of customers migrating, number of PONs impacted results in rolling outages that can take upwards of 8-12 hours, requiring several different areas of expertise to complete the required works. Having these staff on shift during daylight hours is far safer (WH&S), especially for our field crews working next to roadside cabinets or the likes.
 2.  Traffic volumes are far lower during the day than they are in the evening/at night. The overall impact is lower completing these long changes during daylight hours, it wouldn’t fit in your usual 12am-6am window, and starting earlier would impact peak period, starting at midnight would result in still pushing into business hours.
 3.  Equipment issues/compatibility or unexpected outages can sometimes arise, in some cases this work requires us to enter properties to upgrade customer ONU/ONT equipment or investigate faults post upgrade. Completing these rolling upgrades throughout the day allows us to dispatch field staff to houses and knock on doors. Whilst this technique isn’t always successful, it’s going to certainly annoy less people than knocking on their door at 3am, as I’m sure you can understand.
 4.  If other issues arise with the migration, we have extra key personnel on standby, already working a shift that don’t need to be woken up to rectify the problem.

In most cases, these are rolling upgrades, we’re cutting over a PON at a time, most customers experience no more than 10-30 minutes downtime during the entire maintenance window.

I would also like to note that we do send outage advisories in advance of this planned work to ensure all RSPs are aware of it. This is something you’d have to discuss with your RSP as to why it was not known by them.

If you send me an email off list with the addresses, I am happy to check and confirm our network is operating correctly, and provide you the best path forward to get the support you need, however please be aware that I am very limited in the ability to support customers directly, so anything outside of the scope of validating our network is operating correctly/incorrectly I will need to direct you to your RSP to have them raise fault tickets with us.

P.S. apologies to the list for the HTML format email and auto generated signature, something I have no control over. =)

Thanks,
Jarryd

From: John Edwards <jaedwards at gmail.com<mailto:jaedwards at gmail.com>>
Date: Thu, 28 Nov 2024 at 09:32
Subject: Re: [AusNOG] Opticomm Gregory Hills - Fallout from planned outage.
To: <sales at twig.com.au<mailto:sales at twig.com.au>>
Cc: <AusNOG at lists.ausnog.net<mailto:AusNOG at lists.ausnog.net>>

Hi Mal,

Planned outages in peak business times are necessary if one wants to have staff and resources available to respond to an unforeseen problem if it arises after the outage - this is not usually practical in the middle of the night, and can be unfair on the network admin who drew the short straw.

I would also add that night works used to be popular in construction, to avoid economic detriment caused by road closures and traffic chaos. This is no longer the case.

Modern Australian cities take a counter-intuitive approach of preferring that noisy works be constructed during the day to avoid upsetting residential voters, and inflicting the inconvenience on motorists who mostly do not live or vote in the city.

John

On Thu, 28 Nov 2024 at 08:07, TWIG Solutions <sales at twig.com.au<mailto:sales at twig.com.au>> wrote:
Hi All,
  Anyone else have clients in Gregory Hills (GYHL) who is having issues since the planned maintenance yesterday?

I have no idea what is in their mind doing planned outages in peak business times, but ever since it came back up, I have 2 clients who's internet is flapping constantly.

Does anyone have a contact at Opticomm as Commander support are not helpful at all, they weren't even aware of the planned maintenance which is concerning in itself, the other RSP knew about it.

Cheers,

Mal

TWIG Solutions
Your Mobile Technology Partner.
e: sales at twig.com.au<mailto:sales at twig.com.au>   p: 02 8004 2000
Supplier of the Bitdefender Security Solutions.
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Jarryd Sullivan
National Engineering Manager – Core | Wholesale & Infrastructure

[cid:logo2023_b44882cf-a819-49c3-ab94-a067de74e310.png]

E: jsullivan at opticomm.com.au

A: Level 1, 22 Salmon St, Port Melbourne, VIC, 3207
opticomm.com.au<https://www.opticomm.com.au/>

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