Monitoring - Choke Points previously identified have been worked around and traffic is now flowing normally.
If you have any concerns or issues with your service other than temporarily reduced speeds please contact customer service by emailing [email protected]
Dec 25, 04:37 AEDT

Update - We have identified a choke point at two points within the path and will be making changes over the weekend (subject to access and weather) to resolve those.

We have applied a credit to customer accounts dependent on your chosen plan, if you have an invoice outstanding you will need to login to the customer portal and allocate it to the invoice manually, Unfortunately there isn't any way for us to do this automatically.

Please note that due to the timing of this fault, it has impacted our ability to provide the usual full speed service during the school holidays, we have made the decision to restrict speeds to 10-15mbps during the school holidays to ensure that everyone gets a fair and reasonable connection during this time, however, no further credits will be provided.
Dec 22, 00:35 AEDT

Update - We have implemented the required core MPLS changes that will allow us to dimension the traffic appropriately over the interim backhaul connections. There is some work still to do and we will be performing that during business hours the additional changes will be brief and last 5-10 mins at most.

Further updates to follow.
Dec 21, 01:01 AEDT

Update - We will be implementing changes tonight (20th Dec) which will result in a loss of data flow from approximately 11pm until 4am.

These changes will move a portion of traffic on to the new temporary capacity provisioned by our engineers this week.

This is effectively a restoration of normal traffic capacity, the speed limits will apply for 24 hours to confirm the changes have worked as expected.

Once the changes have been made and confirmed we will advise our forward actions from that point.
Dec 20, 18:30 AEDT

Update - We are still working on this issue, working within the constraints of weather and other environmental issues are however outside of our control.

Yesterday a major hurdle was overcome largely due to a big effort by our great staff and contractors and we are moving forward with further temporary capacity.

This isn't an easy task, we are building temporary circuits and paths to haul multiple gigabits of traffic from one side of Canberra to the other, this is no easy feat, and certainly not an overnight fix.

We thank our customers for their patience and support over the past two weeks. We wouldn't do this to you on purpose and we aren't happy that it's happening either.

Re-engineering of the network has already started for a re-build of backbone infrastructure to ensure this doesn't happen in the future.

We certainly apologise from deep within for any inconvieniences this has caused our customers, and as previously committed we will be providing a credit/rebate to all affected customers.

On a lighter note we wish all of our customers a safe and cheerful festive season, please be safe on the roads especially.

P.S: If you know someone that knows how to control the weather, we invite you to tell us who that is, it would be really fantastic :-)
Dec 19, 03:23 AEDT

Update - Engineers are continuing to implement changes that will increase available bandwidth, we are working towards a resolution before Christmas day, subject to environmental, approvals and weather conditions.
Dec 17, 18:14 AEDT

Update - Unfortunately the inclement weather has delayed our works to improve temporary capacity constraints.

Engineers have implemented some prioritisation of traffic across the affected path, if this prioritisation is impacting an application that you use, please email us immediately.
Dec 13, 11:30 AEDT

Update - This is a fault between two network segments interconnected using a third party, we are actively building our own capacity between the two segments with redundant paths via other carriers.

Other network segments in service are unaffected.

We apologise for any inconveniences this fault is causing.
Dec 12, 22:02 AEDT

Update - We are still waiting on our upstream suppliers parts to come in, this has taken too long and at this point we have decided that we will be selecting a new provider of our primary backhaul capacity and have put out an RFQ to selected suppliers for service provision in January / February.

We have also issued an RFQ to equipment suppliers for high capacity microwave hardware capable of supplying the full peak requirements of our network for the foreseeable future.

In the interim we are working on additional capacity that should satisfy normal usage requirements over the christmas break and/or until our primary capacity comes online or is replaced.

We are negotiating with contractors to get the additional temporary installed as soon as possible, however weather has been an issue in the last few days.

We will provide further updates as they come to hand.
Dec 12, 16:03 AEDT

Update - An email has been sent to all customers with information pertaining to this fault. This email was sent at approximately 1pm. If you have not received this email please check your spam or junk folders.
Dec 8, 13:30 AEDT

Update - Engineers are continuing to work on restoring the primary backhaul path. We apologise for the inconvenience.
Dec 7, 15:59 AEDT

Update - We have implemented a **temporary fix** for the affected network path, with this in mind we have **temporarily** reduced the maximum speed of customer services in order to accommodate the smaller link and keep a level of QoS over this link.

Engineers are working on a solution to bring the primary link back into service as soon as possible.
Dec 6, 13:39 AEDT

Identified - The issue has been identified and a fix is being implemented.
Dec 6, 11:52 AEDT

Investigating - We are currently investigating this issue.
Dec 6, 08:45 AEDT