Archive for category: Service Updates

National Outage & Carrier Migration

Categories: Important Notices, Latest News & Updates, Service Updates

Well what a week! Probably one of the worst ever for my team (they rock by the way) and me personally. If you get the chance tell them – they deserve all the accolades in what has been a very trying week for them and you – our very special customers who have stood by us and allow us to continue to provide services to.

Everyone knows what happened by now and our heads are still spinning – there’s a way to go yet in getting this completely resolved.

It was a mammoth task moving our first group of services comprising ADSL, Home Phone and NBN. Dial, Mobile, Mobile Broadband and Email will be our next big challenge but we will keep you posted by email about what is happening. Our new carrier team have been awesome. They have been attentive to our needs in this time of crisis and the network is already proving to be much more stable and of better quality which should be noticeable.

We failed on a couple of counts – not being able to properly attend to the daily 900 plus emails and 350 SMS messages and 130 ish voicemail messages in a timely manner – I am truly sorry if we missed getting back to you in time but we all really worked out backsides off trying.

The other was that we weren’t able to provide estimated times for service restoration – this probably wasn’t a failure on our part but really a part of the system of provisioning services itself – we just couldn’t get details from our new carrier due tot he workload – you have to remember this affected some 60,000 customers across the country so they were pretty busy.

Some folks were naturally upset with us and we don’t blame them but even if we had 50 people on 50 phones in front of 50 computers we would have still had problems – it was just that kind of catastrophic scenario we were dealing with – one we could not have planned for.

Where are we at?

We are down to the last 120 odd ADSL connections to be sorted. Some of these delays are due to our new carrier network (Telstra) having a slightly different (better) method of performing service qualifications. In other words they are little more fussy about making sure the network can adequately carry the best possible signal to your premises so it takes a bit longer to sort these that are perhaps not up to scratch. We are hoping to have these issues resolved on Monday with a better idea of when they will be online.

We are yet to move Billing, Dial, Mobile, Mobile Broadband and Email to our new network. This will be happening next week from Monday 12th onwards. Updates will be sent via email.

Billing

We obviously won’t be billing customers for the period that services were not active. From that and with our new Billing platform your advance charges usually billed on the 3rd of the month for things like phone line rental and ADSL will not be billed to you on or around the 29th of the month. That bill will have a pro-rata amount from when you came back online to the end of the billing cycle plus the forward months charges as always.

We have discussed this to be the fairest and easiest method to get around the billing anomaly of being without a service for a period of time.

If we don’t get it quite right please do let us know and we’ll fix up any errors right away for you.

Thank you

We do genuinely appreciate your patience and understanding whilst we undergo this carrier change and hope that you will give us an opportunity to continue to provide you with the best possible service.

We have learned from this event and will use it to drive improvements for the future.

It’s an honor to serve you. As always, please call us 1300 79 49 69 — anytime, for any reason.

Thank you

Richard Monty
Director
Montimedia Internet

 

 

Nationwide Outage Updates

Categories: Important Notices, Latest News & Updates, Service Updates

Update:

Tuesday 7:19pm

More and more services are coming back online which is great. Folks are calling us to advise their phone services are back.

If yours isn’t back yet please be patient – it is happening. ADSL is happening as we speak.

It is difficult for us to give you an exact ETA on the full restoration of services as you can imagine. We also worry that if we give you a time and it doesn’t eventuate for whatever reason then we have compounded the issue somewhat.

Rest assure we have all been working hard with our carrier and they have worked hard for us – we are a priority with them.

We also really just want to thank you for your patience, understanding and the massive amount of kind words – it has made us feel that we must be doing something right – even in this rotten situation.

Please do remember that rather than considering switching provider it’s best to wait it out – it will simply take longer to reconnect if you decide that course of action.

We are fully with you and are working hard to get this all resolved.

If you do call please remember to give us your mobile number as we are finding it easier and faster to get messages out this way

Thank you for your continued patience and understanding.

The Montimedia Team.

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Update:

Monday 10:25am

We have worked with our new carrier all weekend and completed the data entry late last night. The carrier has worked hard for us and we are a priority. We are now in their hands – regarding timing – phones should come back first then ADSL customers after that.

Please do understand that at this point it will be prudent to wait rather than move at this stage as it will take longer to move – we have checked this and it is a fact – we’re not just spinning you a line.

We fully understand the gravity of the situation and the pressure this is placing upon you and some businesses.

Regarding timing – we just don’t want to give false hope or more importantly we don’t want to give wrong information. So we are just not committing to a exact time for being back on-line just at this point.

Please do hang on.

If you can please advise a mobile number if we don’t have one yet as we are finding it easier and faster to get messages out this way to customers.

Thank you once again for your patience.

Richard Monty

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Update:

Sunday 09:50am

All data entry of services is being completed today. It’s all hands on deck to get this sorted as quickly as possible.

We should have a better idea of completion times after all this is completed.

We also have on board folks from our new carrier helping with answering messages and speaking with customers – now that’s service for you!.

Both my new carrier and my team understand the urgency of this situation and are doing everything we can to get things back up and running.

Please bear with us during this time.

Richard Monty

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Update:

Saturday 4.42pm

Please take a look at: http://www.theage.com.au/victoria/thousands-of-people-have-phone-and-internet-cut-20140503-zr3wv.html

I can assure all our customers that this had nothing to do with our business and the article reinforces that for us as well.

Regardless please be patient and we will get through this and have you back on line soon.

Richard Monty

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We were informed late last night that the reason for the outage is that our principle carrier and supplier have got themselves into financial difficulty and didn’t advise us. The outage is not due to any issues with the Montimedia Internet business at all.

Digging deeper we have found that this has been going on for a month or so.

From this Montimedia is currently moving to a new bigger and better carrier. We’ll be working all weekend to get all of our customers back online and phone lines working again.

We’ve signed off on the new carrier so we will be better positioned for our future supply and have you back online.

This is the first time in our history that there has been a major issue of supply of service and is not indicative of how we generally serve our customers.

We appreciate your patience and understanding whilst we undergo this change.

Richard Monty

Director

Nationwide Major Carrier Outage

Categories: Important Notices, Latest News & Updates, Service Updates

Outage Notification
——————-

Outage        : Nationwide outages on services

Service Type/s: Voice, ADSL, Mobile Broadband
Scheduled     : Un-scheduled
Severity      : High
Status        : Open

Due to an issue with one of our suppliers, we are experiencing nationwide outages on most of our services.

Montimedia management is are currently working directly with the carriers to try and resolve this issue. We will update you again shortly when we have further information for you.

We appreciate your patience and apologise for any inconvenience caused.

——————-

Outage Notification – Home Phone 23/4/14 – Closed

Categories: Service Updates

Outage Notification
——————-

Outage        : Intermittent issue with long distance calls

Service Type/s: Home Phone
Scheduled     : Un-scheduled
Severity      : High
Start         : 17/04/2014 09:00:00
End           : 29/04/2014 17:53:25
Status        : Closed

Currently some Home Phone services are experiencing an intermittent issue with making long distance calls. The issue is being investigated.

Updates to follow when available.

— Update (22/04/2014 22:09:38) —
Currently some Home Phone services are experiencing issues with making long distance calls. This issue is still on-going. Updates to follow when available.
——————————

— Update (23/04/2014 09:07:54) —
This issue is still on-going. Updates to follow when available.
——————————
— Update (23/04/2014 13:07:54) —
This issue is still on-going. Updates to follow when available.

The service outage appears to be due to a series of internal network events that corrupted specific programs for long distance calling.Once the issues were identified, they took corrective actions to restore services for our customers. This is ongoing at the moment.We apologise for the disruption to your service and thank you for your patience.
——————————— Update (24/04/2014 08:07:23) —
This issue is still on-going. Some services have been restored however Carrier advises the process is taking longer than expected.We appreciate your patience and understanding during this time.
——————————— Update (24/04/2014 13:00:01) —
We have been advised by our carrier that services are progressively being restored but is taking some time to reach all customers.Thank you once again for your patience and understanding.
——————————— Update (26/04/2014 10:00:01) —
Our Carrier advises that restoration of services is taking longer than expected to reach some customers.With that Montimedia will reimburse customers their mobile call charges made to long distance numbers during the outage. We value our customers and they should not be impacted due to a Carrier issue. Whilst out of our control we feel it necessary to acknowledge the inconvenience.Thank you once again for your patience and understanding.
——————————— Update (27/04/2014 10:47:18) —

Telstra advises that there are still some long distance services waiting to come back online.

We have seen multiple accounts become active and others appear stuck in a static state. We are working hard to resolve this situation and understand the inconvenience this is having.

With that Montimedia will reimburse customers their mobile call charges made to long distance numbers during the outage. We value our customers and they should not be impacted due to a Carrier issue. Whilst out of our control we feel it necessary to acknowledge the inconvenience.

Thank you once again for your patience and understanding.
——————————

— Update (28/04/2014 18:47:39) —

We have seen multiple accounts become active over the course of the day. Telstra is working hard to resolve this situation for us.

Any out of pocket call costs will be covered by Montimedia for customers using their mobile phones to make long distance and mobile calls during the outage.

Thank you once again for your continued patience and understanding.
——————————

— Update (29/04/2014 17:53:25) —

We have 99.9% of voice customers back online with long distance calls. Customers that are left will be treated as single service faults.

We’d like to thank all those affected for their patience, understanding and kind words of support during this rather unusual and very hectic time.

We are genuinely appreciative of all the customers we have and are sorry for the inconvenience caused.

Any out of pocket call costs will be covered by Montimedia for customers using their mobile phones to make long distance and mobile calls during the outage.

Thank you once again for your continued patience and understanding.

The Montimedia Team
——————————

Scheduled Hosting Maintenance 17th April 2014

Categories: Important Notices, Latest News & Updates, Service Updates

This Thursday, 17th April, at 11 PM, we’ll be performing a physical network upgrade on some of our shared hosting servers. This may impact some of our hosting customers.

This is a necessary upgrade required to allow for the current expansion of our hosting operations.

We apologise for any inconvenience this may cause, but ask you to please not email for updates during the scheduled outage.

The outage will only be temporary and services will resume normally after the upgrades have completed.

Thank you very much for your ongoing support of our services.

Montimedia Hosting Support

Outage Notification – Glenlyon Exchange 04/03/2014 – Closed

Categories: Important Notices, Service Updates

At 10:43 we noticed a number of connections off the Glenlyon exchange become disconnected. The stability of the exchange has been lacking since it was struck by a major lightning event back in January.

We have escalated this to our upstream carrier as a matter of urgency for investigation and follow up.

Outage        : Exchange based fault impacting multiple DSL services

Service Type/s: ADSL
Scheduled     : Un-scheduled
Severity      : High
Start         : 04/03/2014 10:45:00
End           : 24/03/2014 10:45:00
Status        : Closed

We will keep customers updated when more information is available from the carrier.

We appreciate your understanding whilst this fault is investigated.

The Montimedia Team

Outage Notification – 03/03/14 – CLOSED

Categories: Important Notices, Service Updates

Outage Notification
——————-

Outage        : Upstream carrier fault impacting multiple DSL services

Service Type/s: ADSL
Scheduled     : Un-scheduled
Severity      : High
Start         : 03/03/2014 17:29:00
End           : 03/03/2014 18:00:00
Status        : Closed

One of our upstream carriers is currently having a nationwide outage. This fault is impacting multiple DSL services. Network Engineers are currently investigating the fault however there is no ETR at the moment. We will keep customers updated when more information is available from carrier.

We appreciate your understanding whilst this fault is investigated.

— Update (04/03/2014 08:50:58) —
Carrier resolved the issue on 03/03/2014 at 18:00.
—————————–

The Montimedia Team

Fire Affected Exchanges

Categories: Latest News & Updates, Service Updates

From all of us at Montimedia, we sincerely hope that you and your family remained safe during the recent fire situations with none or minimal damage to your home or Business premises.

Montimedia will work with any affected customers to provide support for those individuals or businesses affected.

If you have been affected by the fires, and need assistance to get your services going again please contact us when you can so that we can discuss your circumstances and get you up and running again.

There may be some delay in those affected areas but we are working closely with those Technicians on the ground to keep things moving and to keep you informed.

Thank you

Richard Monty
Operations Manager

Telecommuncations Holiday Embargo – 2013

Categories: Important Notices, Latest News & Updates, Service Updates

Montimedia Internet would like to notify our existing and potential new customers of the Telecommunications Embargo period scheduled over the coming holiday season where facilities access, and works carried out by our upstream carriers will be restricted or delayed due to lockdowns and reduced workforce.

This includes all new and ongoing NBN installations.

The embargo period will begin effective 13th December 2013, and will conclude 13th January 2014.

During this time, complex telecommunications orders and modifications may be delayed or re-scheduled until after the Embargo period. Additionally, regular service orders or modifications may also be delayed in this time also.

If you have any questions about the embargo please do get back to any of our friendly Support team members.

Thank you

Montimedia Support Team

Our NSW Fire Affected Customers

Categories: Important Notices, Latest News & Updates, Service Updates

Our thoughts are with our NSW friends facing devastating fires. Our sympathies go out to our customers and all those affected.

We will do our best to assist where we can and work with suppliers to restore services as quickly as possible.

We will be aware of those affected areas and focus on those as a priority.

The Montimedia Team.