Network outage April 20

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  • Updated 1 year ago
  • (Edited)
Our network team has ID'd the problem that may be affecting service in some areas and is working on it now. Should be fixed soon!
UPDATE: The issue was resolved. 
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Alex, Viasat Corporate Communications

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Posted 1 year ago

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jimLE

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we had the issue..im wondering to what the issue is/was..
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jimLE

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guess that stands for,software management tracking strength?
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Alex, Viasat Corporate Communications

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Something like that! :)
It's got something to do with the servers at the satellite gateway (the big antennas) that manage the traffic.
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jimLE

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oh ok
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sherryanne

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May I ask what areas are we talking about here??
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sherryanne

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Well the issue has not been fixed here- Excede has been slow all week but today tops the cake-  I have been pretty happy with Excede up till this point- It took over 10 minutes just to get here to reply- I cannot load any web pages, but I sure got an email how my bill was generated today- What the world is going on, guys? Please?
(Edited)
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Bill Starling

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Alex - Was affected by the outage. I'm usually pretty satisfied with Exede and this is not an Exede bash but I was a little (actually more than a little)  upset when I called in to see what was happening; twice, only to be on hold for over 40 minutes each time. On the third try I talked with a very friendly and proficient CS lady who informed me about the outage, that it was fixed and then reset my modem. It would be a great boon to us Exede customers if somewhere in your phone menu you could press a number to an "outage" hotline that informed us of know outages. Kinda like the electric company does. Would have saved me and sure other Exede customers much aggravation. If one knows there's an outage, you simply hang up and wait for it clear - at least you know what's going on. For those that are ready to type in to use the eVEST tool, not possible with no internet service. Cheers.....
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Alex, Viasat Corporate Communications

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Thanks Bill, we completely agree with you and we are working to improve our outage notifications system. We're currently working on a new text messaging tool as well as improved ESVT portal.
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Bill Starling

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Thanks Alex, appreciate the feedback.
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Hfcomms

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That would be a great idea.  And of course your on hold for 40 minutes because everyone else is calling about the same issue.  The thing people want to know is the problem just me or everyone in the area so yeah an automated text message to the phone associated with the account would do the trick for outages that Exede is aware of.
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jimLE

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The text message tool. Is a good idea.will it be in the form of a app? Or will. The text tool be supplied in some other way?
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Alex, Viasat Corporate Communications

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no, just regular SMS text that you'd opt in to. I know it'll have data alerts and a few other things to start; not sure about outage notifications yet.
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mferner

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I think u should work on having fb messages sent too, With notifications if there are any problems with outage or any announcements in the future! 
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Wes Menzel

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Alex... in addition to outages, please add maintenance reports as well.  Doesn't have to be anything major, just "On the night of XX between XX hrs and XX hrs there will be a scheduled maintenance that may affect customers in the XX areas" kind of thing.
That would be a great help as well.
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Brad, Viasat Employee

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I think the maintenance is a little trickier because sometimes that may not even happen or it does happen but not everyone is affected and the scope of what is being done will vastly vary. All good suggestions though! We appreciate the feedback and suggestions. 
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Wes Menzel

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That's the craziest thing I've ever heard, Brad.  You mean you guys don't have some sort of maintenance procedure you guys follow (albeit internal only at the moment).
Maybe it doesn't trickle down to your department. (Although it should, IMO)

Heck, we have to get senior management approval just to reboot something in the middle of the night, if there's a CHANCE that it might affect a customer.  (assuming it's not a break/fix kind of thing)  
Plus the paperwork to get the approval...don't even GET me started on the paperwork! ;)
(Edited)