NOTICE TIME ZONE Brisbane GMT+10
STATUS (Open/Closed) Closed
INCIDENT START DATE 20201117
INCIDENT START TIME (HH:MM) Approx: 15:00
ESTIMATED TIME TO RESOLUTION N/A
INCIDENT END DATE 20201118
INCIDENT END TIME (HH:MM) 08:00
OUTAGE DURATION 15 Hours
INCIDENT CAUSED BY A 3RD PARTY? Yes – Converge ICT Philippines Manila – (Data Center in Pasig)
IF YES, NAME OF 3RD PARTY CONVERGE ICT – Philippines
XCRM TICKET NUMBER N/A
BRAND XNET
INTERNAL PRIORITY N/A
CUSTOMERS AFFECTED ALL XNET CLIENTS IN THE PHILIPPINES
SITES AFFECTED All sites in the Philippines
DESCRIPTION OF INCIDENT The core network of Converge is down
PRIMARY IMPACT EFFECT Converge are not answering their phones. Their websites are down.
SECONDARY IMPACT EFFECT No internet access to XNET subscribers in the Philippines
EVENT TIMELINE
TUESDAY 17TH NOVEMBER 2020
15:19 XSTRA started to see that sites were down in the Philippines on XSTRA’s internal PRTG monitoring system
15:25 XNET Clients started to call in
15:26 XSTRA engineers attempted to get Converge to respond without success
18:58 With no further improvement. This SDN was created. There is nothing XSTRA can do at this stage but wait for Converge to repair the fault to their core network
Independent website “Down Detector” confirms outage
XSTRA’s own PRTG monitoring system confirms the outage window
WEDNESDAY 18TH NOVEMBER 2020
05:15 Converge is still down. Seems to be a massive issue in the Converge Data Centre in Pasig. See tweet from one hour ago below. See also this link : https://downdetector.ph/status/converge/
07:58 Seems that the links are working again
09:13 Closing this SDN. The image below shows the links have been up for over 2 hours.
RECOVERY & RESOLUTION
ROOT CAUSE
CORRECTIVE & PREVENTATIVE MEASURES
If Clients do not have 4G failover solutions in place from XSTRA then they are advised to contact XSTRA immediately to source a 4G failover solution at an additional cost to that if this occurs again they can still access the Internet during outages such as this.
RESIDUAL EFFECT

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