2017-06-27 Call problems...no known problems...
11:25 Service problems there are multiple problems with telehouses in the shoreditch area. Two of our suppliers have been affected. Engineers are currently working on the problem, but do not have an estimated time to fix at the moment. Frustratingly all our equipment is working OK, but upstream and downstream suppliers are having sever problems. Next bulletin by 12:00
11:55 Service improvement additional information there are now reports of 4 suppliers having problems, there is probably commonality between them. We have been working on work arounds:
dmConnect (Classic), dmVoice, dmFax, dmAnswers (Classic): Probably working, but there may be slight audio quality problems
dmConnect12, dmSwitchboard12: unable to send calls to PSTN, BUT CAN DELIVER TO VoIP (workaround is to enable VoIP on mobiles)
Still awaiting Estimated time to fix.
Next bulletin 13:00
12:35 Additional work arounds (we are still awaiting ETTF (Estimated Time To Fix)).
We have been working on work arounds:
dmConnect (Classic), dmVoice, dmFax, dmAnswers (Classic): Probably working, but there may be slight audio quality problems
dmConnect12, dmSwitchboard12: unable to send calls to PSTN, BUT CAN
- DELIVER TO VoIP (workaround is to enable VoIP on mobiles)
- offer a simple "nailed divert" from dmConnect12 to UK Landlines here's how to request it:
To: Support@dmClub.net
Sub: dmConnect12 OPS17-A workaround 1
DMID= Fred@Customer.com
Please divert my number
020 7060 2000 to 020 8123 4567
Where:
Fred@Customer.com should be your DMID
020 7060 2000 should be your number with us
020 8123 4567 should be a number that we will send calls to
if you have more than one number, put the most important number first
Next bulletin 13:00
13:15 Outage solution started, but still "At Risk"
We now have reports that some of the various companies have service restored, but things are still "at risk", meaning that the solutions are not yet stable (have have noticed at least one "after shock").
We have started restoring to default routing, and are getting mostly green lights on all telecoms services, but we are still checking.
We thank all the customers who have reported the problems in such a professional and patient manner, which helps us to help you quicker and better.
Next bulletin 14:00
14:45 No known problems...awaiting confirmation that the all systems are stable
Our systems are now detecting that everything is running OK, so please report any problems if you have them.
We have not had confirmation that the solutions are stable, but the signs are good.
There will now be a "post mortem" over the next few days, but early indications are that there was a power problem, that you (as a customer) should never have been bothered by. But... that problem caused several other problems with several other companies... and suddenly lots of customers of lots of companies are having trouble with their service.
We are really sorry that you had this problem, and will be encouraging our suppliers to learn the important lessons from this, frustratingly enough, all our equipment was working OK, but that is only a small comfort.
Next bulletin 16:30
17:35 All systems running smoothly...now for the lessons to be learnt
All our suppliers systems are running smoothly now, and they have completed their tests.
They are now facing the issue of what happenned and how what was apparently a single point of failure, could have affected so many companies, and so many customers' service.
All our systems were running correctly, but they were severely inhibited from providing the service for you by 3rd party interconnected and essential services.
We hope that they can restore confidence, and we apologise for the disruption. We also thank you for helping us to help you, with orderly reports, and requests for work arounds.
Next bulletin End of Week
2016-11-14 Fancy some free ProTime? Try ClubTime
2017-01-01 Best wishes for 2017!
2016 was an "interesting", let's hope that 2017 is much, much better!!!