Packet Loss Issue - NBN Satellite Services (In Progress)
  • Priority - High
  • Affecting System - NBN Satellite Customers
  • Issue:   
    Packet Loss issue (NBN Satellite Service)


    Status: 
    In Progress

    Details: 
    NBN Satellite services are 
    currently being affected by a packet loss issue within the Satellite network that is causing drops in service and a perceived slowing of service. 

    NBNCo. are working on isolating the cause and are in the process of investigating, we are hopeful they can eradicate the issue as soon as possible.


    Please see more details below from the NBNCo:

    - - - - - - - - - - - - - - - - -
    As part of this investigation we require to make some changes within the 
    network that may affect certain satellite customers. To improve the
    stability of the network NBN we will be restricting the DHCP (connection) type to Unicast. Settings for this type of connection (Unicast) are not
    available for some Belkin and D-Links routers, so this may affect those who use these brands. 

    These changes will take effect today briefly, so if you experience problems with your connection on this date or within 24 hours of this date, 
    then this could be due to the type/brand of your router.

    If this is the case you can always cable your PC/Laptop direct to the NBN Modem for an internet connection.

    We apologise for any inconvenience caused, at this point the direction is necessary to allow a better service and increased stability on the Satellite. 

    Regardless of the Blue light you can always perform a Power cycle to your NBN Modem if you are part of outage or your internet stops working, this
    means actually REMOVING THE POWER CABLE (Black Cable) completely from the NBN Modem for at least 20 minutes. 

    Before turning the power back on you should also try connecting the Network Cable (Usually Blue) directly from the NBN Modem to your Computer,
    so that it is NOT plugged into any Wifi Router or other devices. 
    - - - - - - - - - - - - - - - - -

    If you have any extended issues with your Satellite service please let us know.

    NewSprout thank you for your patience.

  • Date - 21/02/2018 15:13
  • Last Updated - 21/02/2018 15:37
Planned Outage - Broadband Services (Scheduled)
  • Priority - Low
  • Affecting System - Broadband Services
  • ## Planned Hazardous Work ## 
    #### Reference: 1719762 ####

    ---------------------------------------------------
    #### Maintenance Window: ####

    **Start:** 14/03/2018 23:00:00 AEDT 
    **End:** 15/03/2018 05:00:00 AEDT

    ---------------------------------------------------
    #### Description of Work: ####

    Our upstream provider will be performing work on one of POI Internet links. During the outage window, traffic on the affected link will fail over onto a redundant path with no outage expected to client services.

    For any customers running dynamic routing protocols, with their layer 3 endpoints being in different states, you may see a small downtime (approx 16 seconds) due to routing protocol convergence.

    We apologise for any inconvenience this may cause.

  • Date - 14/03/2018 23:00 - 15/03/2018 05:00
  • Last Updated - 20/02/2018 15:15
Planned Outage - Broadband Services (Scheduled)
  • Priority - Low
  • Affecting System - Broadband Services
  • #### Maintenance Window: ####

    **Start:** 02/03/2018 00:00:00 AEDT 
    **End:** 02/03/2018 06:00:00 AEDT

    ---------------------------------------------------
    #### Description of Work: ####

    Our upstream provider will be performing work on an interstate link. During the outage window, traffic on the affected link will fall over onto a redundant path with no outage expected on interstate traffic.

    Som eclients may see a small downtime (approx 16 seconds) due to routing protocol convergence.

    We apologise for any inconvenience this may cause.

  • Date - 02/03/2018 00:00 - 02/03/2018 06:00
  • Last Updated - 12/02/2018 14:06
Planned Outage - Broadband Services (Scheduled)
  • Priority - Medium
  • Affecting Other - Broadband Services
  • ## Planned Outage ## 

    ---------------------------------------------------
    #### Maintenance Window: ####

    **Start:** 23/02/2018 00:00:01 AEST 
    **End:** 23/02/2018 04:00:00 AEST

    ---------------------------------------------------
    #### Duration of Outage: ####

    15 Minutes

    ---------------------------------------------------
    #### Description of Work: ####

    Our Upstream network engineering team will be performing required core software upgrades in response to a known software BUG.

    Service will be impacted for up to 15 minutes within the scheduled window,

    We apologise for any inconvenience this may cause.

  • Date - 23/02/2018 00:00 - 23/02/2018 04:00
  • Last Updated - 02/02/2018 11:14
Western Australia NBN - Planned Outage (Scheduled)
  • Priority - Medium
  • Affecting Other - Broadband NBN Services - WA
  • ## Planned Outage ## 

    ---------------------------------------------------
    #### Maintenance Window: ####

    **Start:** 29/01/2018 22:00:00 AWST 
    **End:** 30/01/2018 06:00:00 AWST

    ---------------------------------------------------
    #### Duration of Outage: ####

    60 Minutes

    ---------------------------------------------------
    #### Description of Work: ####

    CARRIER PLANNED WORK:

    Emergency replacement of damaged WA cable by Supply Partner.

    We apologise for any inconvenience this may cause.

    ---------------------------------------------------

  • Date - 29/01/2018 22:00 - 30/01/2018 06:00
  • Last Updated - 22/01/2018 23:08
Planned Carrier Outage - NBN Services (Scheduled)
  • Priority - Medium
  • Affecting Other - Broadband NBN Services

  • ---------------------------------------------------
    #### Maintenance Window: ####

    **Start:** 17/02/2018 23:00:00 AEDT 
    **End:** 18/02/2018 06:00:00 AEDT

    ---------------------------------------------------
    #### Duration of Outage: ####

    300 Minutes

    ---------------------------------------------------
    #### Description of Work: ####

    Carrier Planned Work

    The carrier will be performing this work to relocate Optus cables due to Sydney Metro rail construction.

    We apologise for any inconvenience this may cause.

    ---------------------------------------------------

  • Date - 17/02/2018 23:00 - 18/02/2018 06:00
  • Last Updated - 19/01/2018 11:54
Data Centre Power maintenance AEDT (Scheduled)
  • Priority - Medium
  • Data Centre Power Supply Maintenance (Times in AEDT)
    DC System: HV distribution

    Maintenance Type:

    Electricity Authority, Ausgrid have scheduled HV substation works that will reduce the NewSprout DC to one HV supply for approximately 48 hours. The Data Centre will be operating under a single power supply with normal power back-up for the duration of the substation work. No customer impact is expected for the duration of the electricity authority work.

  • Date - 26/02/2018 01:00 - 28/02/2018 01:00
  • Last Updated - 18/01/2018 11:23
Data Centre Power maintenance AEDT (Scheduled)
  • Priority - Medium
  • Data Centre Power Supply Maintenance (Times in AEDT)
    DC System: HV distribution

    Maintenance Type:

    Electricity Authority, Ausgrid have scheduled HV substation works that will reduce the NewSprout DC to one HV supply for approximately 48 hours. The Data Centre will be operating under a single power supply with normal power back-up for the duration of the substation work. No customer impact is expected for the duration of the electricity authority work.

  • Date - 19/02/2018 01:00 - 21/02/2018 01:00
  • Last Updated - 18/01/2018 11:22
Data Centre Power maintenance AEDT (Scheduled)
  • Priority - Medium
  • Data Centre Power Supply Maintenance (Times in AEDT)
    DC System: HV distribution

    Maintenance Type:

    Nilsen will be performing HV systems maintenance works during this period. No customer impact is expected for the duration of the works.

  • Date - 11/02/2018 01:00 - 16/02/2018 07:00
  • Last Updated - 18/01/2018 11:22