4.5.2.30. 20200528 – XNET – Philippines – GA Towers Service Outage
NOTICETIMEZONE
Philippines GMT+8
STATUS (Open/Closed)
Closed
INCIDENTSTARTDATE
20200528
INCIDENTSTARTTIME (HH:MM)
19:10
OUTAGEDURATION
1 hour 55 Minutes
ESTIMATEDTIME TO RESOLUTION
Not Applicable
XCRMTICKETNUMBER
Not Applicable
BRAND
XNET
PRIORITY
P2
CUSTOMERSAFFECTED
All tenants located at GA Towers 1 & 2 Philippines
DESCRIPTION OF INCIDENT
There is a break in the cable connection between the XNET rack on Tower 1 and other infrastructure on the roof of Tower 1
DESCRIPTIONIMPACT
Primary Effect
No internet access will be available
Secondary Effect
None
Residual Effect
None expected once the problem is resolved
EVENTTIMELINE
19:10
XSTRANOC detected the outage in monitoring system
19:18
Local Philippines tech team confirmed outage
19:21
Tech team confirmed that the rest of the Philipinnes XNET network is up. The issue is confined to GA Towers
19:48
PH tech team coordinating amongst themselves to work out when the tech team can travel to GA Towers to inspect the problem. The Manila area travel restrictions could be an issue due to Covid however our team should be exempt due to the nature of the problem – “essential business”
20:05
Our technicians are determining if it is feasible to go tonight to site
21:05
Service has been restored
RECOVERY & RESOLUTION
Replaced faulty cable
ROOTCAUSE
Plastic end on cable broke
CORRECTIVE & PREVENTATIVEMEASURES
XSTRA will try to source a better cable made with metal fittings. If available.
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