Telecom problem stops Kiwis loading international sites and services

Rod Drury.

MONDAY, 10.30am: Telecom has confirmed that only customers of its retail ISP, Telecom Broadband, were affected.

"The root cause of the issue is still under investigation," a spokeswoman said.

The outage lasted around one and a half hours.


SUNDAY, 4pm: New Zealand was partially cut off from the world this afternoon.

A widespread Telecom problem with international data, which struck shortly after 3pm, stopped New Zealanders accessing sites hosted overseas this afternoon - and services such as Gmail. Local sites with ads served from offshore services such as Google's Double Click have also been hit. 

A Telecom spokesman had no immediate comment, but was seeking more information.

The outage appeared to only affect Telecom Broadband customers; Orcon confirmed none of its customers were affected.

The company has posted a blanket statement on its website in the meantime: "Some broadband customers might be experiencing issues browsing international websites. Our technicians are currently working on this problem."

The problem seemed to have been fixed for most users by 4pm - although a the service warning remained on Telecom's website.

Xero chief executive Rod Drury was one of the most vocal online during the outage.

At 3.56pm Mr Dury thanked Telecom International for fixing the problem, but added,  "Important to have full explanation soonest. Outages [are] a major cost for cloud industry."

Xero's "software-as-a-service" online accounting serviced is hosted by a US company called Rackspace.

"Xero wasn't down, but New Zealand customers trying to access Xero and other global sites had to stop work," Mr Dury told NBR shortly after 4pm.

Mr Drury, along with fellow NBR Rich Listers Sam Morgan and Sir Stephen Tindall, is one of the founders of Pacific Fibre, which aims to break the 50% Telecom-owned Southern Cross Cable's monopoly on fibre running out of New Zealand.

As of 4.05pm, a Telecom spokesman had no official update, but offered that it seemed to be "an intermittent issue".

"These things happen, but it's very important to get a clear explanation of what did happen so that the risk of future outages can be minimized and those providing service's over the top can plan accordingly," Mr Dury said.

"This didn't appear to be a cable issue but shows how vital redundancy is for all layers in the stack.

"The real cost to us was dealing with customer [support query] tickets, lost productivity of our customers and any customers lost because of the ensuing FUD [fear, uncertainty and doubt.

"Even with this outage, cloud computing generally will have more availability than on premise solutions but glitches like this naturally rock confidence."


26 · Got a question about this story? Leave it in Comments & Questions below.

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26 Comments & Questions

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"Xero [which operates internationally] wasn't down, but New Zealand customers trying to access Xero and other global sites had to stop work,"

Good thing it happened in the weekend. This is the downside of running your software, or keeping your data, in the 'cloud'.

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Glad it wasn't just us!! - we were going crazy - it started more like 2:30pm and we couldn't bring up any site :( - Telecoms number was engaged (we tried calling many times) - Glad to hear it's been fixed!!

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We checked during our outage and other members of our family, (not using Telecom) were managing to access the rest of the world through their ISP's . . . so I want answers, not feeble excuses from Telecom.

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You want answers " oh get a life " go outside for a while ID10T

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Well thats what happens when you are a cheap arse and hist business critical applications overseas just to save a buck, instead of supporting Kiwi businesses.

It will only take a few of these outages to lose any potential cost savings whilst losing your customers' confidence at the same time.

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What I find concerning is that during the outage Telecom's 123 and faults lines were not available due to 'overloading'. This meant that no other problems could be reported. Their web page is still claiming high call volumes from the Christchurch Earthquake (I'm from CHC - really?). Doesn't sound like Auntie has a particularly resilient support infrastructure. And yes, would love to know what caused the problem today.

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Rod Drury has been warned many times about the potential risk of hosting overseas. He should look at trying to help grow a stronger NZ Internet by hosting locally rather than complaining when entirely predictable problems arise.

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Rod Drury is a *#@*, no surprise there. Also if you're business is so important you buy a redundant connection from another provider, one which dons;t buy BW off Telecom also (AT&T is a good start)

I also suspect that it may have been a caching proxy issue as ICMP worked fine but HTTP sessions were slow. Also noted Telecom's website had the same issues as international and local sites.

All in all who cares? Saturday afternoon, should be out and about enjoying the weather.

[It wasn't a matter of Xero going down; but a fault with Telecom Broadband. Users on other providers could still access Xero - Editor]

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For many Kiwis their 'life' did involve needing international internet access on this occasion.

I used to pay a well-known Kiwi ISP a premium, but the level of service and professionalism was intolerable. Perhaps I should have shopped around (and perhaps got burned some more). It was just easier to host offshore and invest the effort saved in real 'life'.

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Anyone else here had slow internatational traffic (non-telecom customers) over the last month.

Following the Telecom outage in the weekend our ISP has fast international traffic - after 1 month of slowness.

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May have been a ddos on Telecom's network - has been occuring often in NZ with suspected origins in China. Entire countries have been taken down by ddos attacks.

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This is an issue that happens to all ISPs. I have clients that are with Telstraclear and unable to access international sites at present and have been unable to sincethe middle of last week.

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Just love the anonymous comments. Always good for a giggle.

For the record Xero does not host overseas to save money, we do it because our business is global. We spend significantly locally for hosting of many of our systems.

We have also created over 100 new jobs in NZ and would create many more if we can get international sorted.

Happy to debate real people on local versus global when you put your real names in.

Rod

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You may find that this has NOTHING to do with sothern cross cables, you may also find that sotherncross does have some redundancy due to the fact one side goes to US and the other to AUS, unlike this proposed new cable!

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@anonymous: I assume you're talking about Pacific Fibre? Have a look at http://pacificfibre.net/, you might be pleasantly surprised to find a map taking up half of your screen, which shows the cable going to Australia.

As I understand it there isn't sufficient demand from NZ alone to spend all that money on a cable - we need to connect to Aus not for redundancy (we don't need much from there compared to the US), so much as for cost-efficiency.

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Anon 10.40. correct it had nothing to do with SCC since other providers still worked.

New cable does have redundacy. Nice simple picture for you to understand:

http://pacificfibre.net/

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@Teresa Most modern cable systems are single run with redundancy swaps on other cables.

So you don't want another cable and competition then. Why is that?

Rod

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Sorry @Teresa, responded to wrong person.

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Wow I am seriously shocked at the ignorant comments being posted here.

Maybe we should legislate that non one can work on Sunday's. Better yet, let's just shut down this whole Internet thing. We can live off out cows and sheep!

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The fact of the Matter is even the best redundant system will have issues .

It could have been software , hardware or whatever.
All ISP's vendors and cloud organisations have a risk associated with them if you choose any of them as your provider.

You must do your homework before selecting which company or Service you Take.

no solution is 100% perfect there are going to be times when faults/issues arise....its how they are dealt with and resolved and mitigating them from happening agian.

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It appeared to be only port 80 and 443 traffic that was being blocked/stopped. I could get DNS resolution of overseas sites, and could download email into Outlook from my US based mail provider. DDOS would likely cripple the entire network, so I'd rule that out. Maybe it was a test of our new anti-piracy legislation...

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We also host overseas not to save money but as Rod states - our business is global and mainly from the northern hemisphere - so it makes sound technological sense to host where your customers are. Seems to me that Telecoms (and the others) only interest is to providing fast broadband to spotty kids so they can play games. None of them seem to take business seriously.

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A strategy based on HTTP caching for Internet traffic is going to run slam into UFB rollouts and fail in spectacular fashion.

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Telecom always runs for cover - undercover- when things go wrong.

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Gotta agree with Rod - compare the down time of on-premise software to internet down time, and cloud software will still come out on top.

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<a href="http://www.cnelectrictools.com/Power-strips/">Power strips</a>
<a href="http://www.cnelectrictools.com/Ratchet-straps/">Ratchet straps</a>
<a href="http://www.cnelectrictools.com/Ratchet-tiedowm/">Ratchet tiedowm</a>
<a href="http://www.cnelectrictools.com/Solar-lighting/">Solar lighting</a>
<a href="http://www.cnelectrictools.com/Soldering-irons/">Soldering irons</a>

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