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<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">Hi Mal,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">We performed this during the day (as we do with all equipment upgrades of this nature) for several reasons.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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<li class="MsoListParagraph" style="margin-left:0cm;mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></li><li class="MsoListParagraph" style="margin-left:0cm;mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></li><li class="MsoListParagraph" style="margin-left:0cm;mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></li><li class="MsoListParagraph" style="margin-left:0cm;mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></li></ol>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">P.S. apologies to the list for the HTML format email and auto generated signature, something I have no control over. =)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">Thanks,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">Jarryd<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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From: <b>John Edwards</b> <<a href="mailto:jaedwards@gmail.com">jaedwards@gmail.com</a>><br>
Date: Thu, 28 Nov 2024 at 09:32<br>
Subject: Re: [AusNOG] Opticomm Gregory Hills - Fallout from planned outage.<br>
To: <<a href="mailto:sales@twig.com.au">sales@twig.com.au</a>><br>
Cc: <<a href="mailto:AusNOG@lists.ausnog.net">AusNOG@lists.ausnog.net</a>><o:p></o:p></p>
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<p class="MsoNormal" style="margin-bottom:12.0pt"><o:p> </o:p></p>
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<p class="MsoNormal">Hi Mal,<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">John<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">On Thu, 28 Nov 2024 at 08:07, TWIG Solutions <<a href="mailto:sales@twig.com.au" target="_blank">sales@twig.com.au</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal" style="margin-bottom:12.0pt">Hi All,<br>
Anyone else have clients in Gregory Hills (GYHL) who is having issues since the planned maintenance yesterday?<br>
<br>
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.
<br>
<br>
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.
<br>
<br>
<br>
Cheers,<br>
<br>
Mal<o:p></o:p></p>
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<p> <o:p></o:p></p>
<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-family:"Arial",sans-serif;color:#CC0000">TWIG Solutions</span></b><span style="color:#CC0000"><br>
</span><i><span style="font-size:10.0pt;color:#555555">Your Mobile Technology Partner.</span></i><br>
<b><span style="color:black">e:</span></b><span style="color:black"> <a href="mailto:sales@twig.com.au" target="_blank">
sales@twig.com.au</a> <b>p:</b> 02 8004 2000</span><br>
<i><span style="color:#CC0000">Supplier of the Bitdefender Security Solutions.</span></i><o:p></o:p></p>
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<p style=""><font style="font-size: 9pt; font-family: ARIAL;" face="Calibri"><span style="FONT-SIZE: 9pt; FONT-FAMILY: Verdana; COLOR: #3a567e"><strong style="font-size: 16pt; color: rgb(19, 46, 83);"><span style="font-family: Arial;"><br></span></strong></span></font></p><p style=""><font style="font-size: 9pt; font-family: ARIAL;" face="Calibri"><span style="FONT-SIZE: 9pt; FONT-FAMILY: Verdana; COLOR: #3a567e"><strong style="font-size: 16pt; color: rgb(19, 46, 83);"><span style="font-family: Arial;"><br></span></strong></span></font></p><p style=""><font style="font-size: 9pt; font-family: ARIAL;" face="Calibri"><span style="FONT-SIZE: 9pt; FONT-FAMILY: Verdana; COLOR: #3a567e"><strong style="font-size: 16pt; color: rgb(19, 46, 83);"><span style="font-family: Arial;">Jarryd Sullivan</span></strong></span></font><font style="font-size: 9pt; font-family: Arial;" face="Calibri"><br style="font-size: 14pt; font-family: Arial;"></font><span style="font-size: 9pt; font-family: Calibri;"><font style="FONT-SIZE: 9pt" color="#00ad4f"><strong style="FONT-SIZE: 9pt"><span style="font-size: 12pt; color: rgb(0, 165, 121);"><span style="font-family: Arial;">National Engineering Manager – Core | Wholesale & Infrastructure</span></span></strong></font></span><span style="font-size: 9pt; font-family: Calibri;"><font style="FONT-SIZE: 9pt" color="#00ad4f"><strong style="FONT-SIZE: 9pt"><span style="FONT-SIZE: 9pt; COLOR: #3a567e"><br></span></strong><font style="FONT-SIZE: 9pt" color="#000000"><span style="FONT-SIZE: 9pt; FONT-FAMILY: Verdana"></span></font></font></span></p><p style=""><b style="font-size: 9pt;"><span style="font-family: Arial, sans-serif; font-size: 12pt; color: rgb(0, 167, 134);"><span style="font-family: Arial;"></span></span></b></p><p style=""><img src="cid:logo2023_b44882cf-a819-49c3-ab94-a067de74e310.png" border="0" id="0.80vwb3f1pfi" alt="Logo2023.png" width="547" height="124" style="width: 547px; height: 124px;"><b style="font-size: 9pt;"><span style="font-family: Arial, sans-serif; font-size: 12pt; color: rgb(0, 167, 134);"><span style="font-family: Arial;"><br></span></span></b></p><p style=""><b style="font-size: 9pt;"><span style="font-family: Arial, sans-serif; font-size: 12pt; color: rgb(0, 167, 134);">E:</span></b><font style="font-size: 9pt; font-family: Arial;" face="Calibri"><strong style="font-size: 9pt; font-family: Arial;"><span style="font-size: 9pt; font-family: Arial;"><span style="font-size: 9pt; font-family: Arial;"><span style="font-size: 9pt; font-family: Arial;"> <span style="color: rgb(19, 46, 83);"></span></span></span></span></strong><span style="font-size: 12pt; font-family: Arial; color: rgb(58, 86, 126);"><u><span style="color: rgb(5, 99, 193);"> jsullivan@opticomm.com.au</span></u><br style="font-family: Arial; font-size: 12pt;"></span></font><span style="font-size: 9pt; color: rgb(58, 86, 126); font-family: Arial;"><br style="font-family: Arial;"></span><span style="font-size: 9pt; font-weight: bolder; font-family: Arial;"><span style="font-family: Arial; font-size: 12pt; color: rgb(0, 167, 134);">A:</span></span><font style="font-size: 9pt; font-family: Arial;"><span style="font-weight: bolder; font-size: 9pt; font-family: Arial;"> </span></font><font style="font-family: Arial;" face="Verdana" color="#3a567e"><span style="font-size: 12pt; font-family: Arial;"><span style="color: rgb(19, 46, 83); font-size: 11pt;">Level 1, 22 Salmon St</span>, <span style="color: rgb(19, 46, 83); font-size: 11pt;">Port Melbourne</span>, <span style="color: rgb(19, 46, 83); font-size: 11pt;">VIC</span>, <span style="color: rgb(19, 46, 83); font-size: 11pt;">3207</span></span></font><span style="font-size:12.0pt;font-family:"Arial",sans-serif;
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