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Steadfast Network Issues
| Posted by Mekhu, 10-11-2010, 10:18 PM |
I fully realize this is not the main support method for Steadfast but after speaking with technical support right now over the phone, this seems to be the best thing for now.
Is anyone else experiencing intermittent connections issues with Steadfast? I just spoke to someone on the phone and was told the engineers are aware of a Network issue and are working on it.
I asked him if this was posted anywhere and he said he didn't know. I asked him how I should find out if it's resolved and he told me to watch their website!?
Anyways, just looking to see if anyone else has more info than I do. |
| Posted by UNIXy, 10-11-2010, 10:44 PM |
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Originally Posted by Mekhu
I asked him if this was posted anywhere and he said he didn't know. I asked him how I should find out if it's resolved and he told me to watch their website!?
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I doubt SN management will be happy with that response either (no management would). The best thing to do right at that moment is to ask for the request to be escalated. Demand to speak with the tech's supervisor/manager. I'm sure someone from SN (who cares) will provide some info here soon.
Regards |
| Posted by KarlZimmer, 10-11-2010, 10:52 PM |
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The ticket is being worked on actively and your ticket will be updated when there is an update. It is an issue affecting a small portion of customers in one facility and the issue has been isolated. |
| Posted by Mekhu, 10-11-2010, 10:56 PM |
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Originally Posted by KarlZimmer
The ticket is being worked on actively and your ticket will be updated when there is an update. It is an issue affecting a small portion of customers in one facility and the issue has been isolated.
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Now that's the response I was hoping to get on the phone! When a resolution is found will it be posted to the support > news area of Steadfast or would you like me to send in a ticket?
BTW, if it helps at all, every single ticket we received tonight about this issue mentions that the Network has been less than ideal going on weeks now. I hope that's related to this fix you're working on. |
| Posted by KarlZimmer, 10-11-2010, 11:05 PM |
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Originally Posted by Mekhu
Now that's the response I was hoping to get on the phone! When a resolution is found will it be posted to the support > news area of Steadfast or would you like me to send in a ticket?
BTW, if it helps at all, every single ticket we received tonight about this issue mentions that the Network has been less than ideal going on weeks now. I hope that's related to this fix you're working on.
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Yes, if you have an issue, open a network operations ticket, noc@steadfast.net, and the ticket will be responded to as soon as there is more information. There will not be an announcement on the site due to the small and intermittent scope of the issue.
Also, any idea why they would say there have been issues for weeks but have not reported anything? It is basically impossible to resolve network issues if no one reports them. I don't understand the general hesitancy for reporting network issues. |
| Posted by Mekhu, 10-11-2010, 11:05 PM |
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Originally Posted by KarlZimmer
Yes, if you have an issue, open a network operations ticket, noc@steadfast.net, and the ticket will be responded to as soon as there is more information. There will not be an announcement on the site due to the small and intermittent scope of the issue. |
Wonderful customer service as always Karl! Thank you so very much. |
| Posted by KarlZimmer, 10-11-2010, 11:25 PM |
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Looking like an optic is going bad in the distribution layer in chi02, working on getting that swapped out and tested. |
| Posted by MajorProject, 10-11-2010, 11:28 PM |
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This has been going on since the attempted network upgrade. However it has been getting worse with time. Its now losing connection at least once or twice an hour. |
| Posted by KarlZimmer, 10-11-2010, 11:58 PM |
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Originally Posted by MajorProject
This has been going on since the attempted network upgrade. However it has been getting worse with time. Its now losing connection at least once or twice an hour.
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We are currently aware of the problem and it's characteristics. The issue as it stood would have been resolved about an hour ago, from what I can tell, and continued testing is going on now.
Had you reported this issue to us previously? |
| Posted by KarlZimmer, 10-12-2010, 12:45 AM |
Our testing seems to indicate the issue has been fully resolved. Thank you for your patience and a big thank you to those that had contacted us with reports of the issue. Please, never hesitate to contact us about any possible network issues by emailing noc@steadfast.net
Note: The resolution information has been posted on our web site: https://support.steadfast.net/index....ews&newsid=291 |
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