Comments on: bandwidth.com outage http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/ All geek, most of the time Wed, 28 Jul 2010 14:01:42 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: nc http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311989 nc Tue, 29 Jun 2010 01:46:15 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311989 Very much appreciate the response Chris! Is there an 'official' place where outages are being posted yet, or is the best method still twitter / contacting customer care? Very much appreciate the response Chris! Is there an ‘official’ place where outages are being posted yet, or is the best method still twitter / contacting customer care?

]]> By: Chris Moody http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311988 Chris Moody Mon, 28 Jun 2010 16:13:17 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311988 Nate, Thanks for encouraging the discussion and I know that we've talked before about features, issues and other Bandwidth related things. :) Unfortunately, at times issues do arise and we're trying to approach this in several different ways. We've started to use outlets like Twitter, Facebook, Uservoice and our blog to encourage a more open and engaging communication style. This does take time to fully implement and we will continue to improve. We are working internally to involve more departments and better communicate when we release new features, encounter problems and overcome any issues that do come up. Most importantly, we <strong>appreciate feedback and discussion</strong> and use those conversations to help guide our actions. Thank you for your patience and for taking the time to share your expertise with others. We will continue to do everything we can to improve our reliability, functionality, ease of use and effective communication to customers. Thanks again Nate. Best regards, Chris Moody Social Marketing Manager Bandwidth.com & Phonebooth.com cmoody@bandwidth.com Nate,

Thanks for encouraging the discussion and I know that we’ve talked before about features, issues and other Bandwidth related things. :)

Unfortunately, at times issues do arise and we’re trying to approach this in several different ways.

We’ve started to use outlets like Twitter, Facebook, Uservoice and our blog to encourage a more open and engaging communication style. This does take time to fully implement and we will continue to improve. We are working internally to involve more departments and better communicate when we release new features, encounter problems and overcome any issues that do come up.

Most importantly, we appreciate feedback and discussion and use those conversations to help guide our actions. Thank you for your patience and for taking the time to share your expertise with others.

We will continue to do everything we can to improve our reliability, functionality, ease of use and effective communication to customers.

Thanks again Nate.

Best regards,
Chris Moody
Social Marketing Manager
Bandwidth.com & Phonebooth.com
cmoody@bandwidth.com

]]> By: nc http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311978 nc Fri, 25 Jun 2010 18:31:25 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311978 Glad to hear you're back up! I've always been under the impression that both primary and secondary gateways are configured to handle both in+out.. interesting that they told you otherwise. I am also looking forward to an explanation; hopefully it will be publicly-scoped versus proprietary customer-eyes-only data. I've been a customer for over 3 years now; the original blog post that we are commented on right now was the only real outage I've had with them besides this one. If the issue had not recurred, I would not call this one 'major'.. but since it repeated itself, gah! :) Glad to hear you’re back up! I’ve always been under the impression that both primary and secondary gateways are configured to handle both in+out.. interesting that they told you otherwise.

I am also looking forward to an explanation; hopefully it will be publicly-scoped versus proprietary customer-eyes-only data. I’ve been a customer for over 3 years now; the original blog post that we are commented on right now was the only real outage I’ve had with them besides this one. If the issue had not recurred, I would not call this one ‘major’.. but since it repeated itself, gah! :)

]]> By: Kelson Colbo http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311977 Kelson Colbo Fri, 25 Jun 2010 18:02:02 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311977 I have always used the primary gateway. Per your suggestion I contacted themm regarding the secondary gateway and was informed that the secondary gateway was just "recently" able to handle both inbound and outbound, but the primary gateway was still having problems with inbound. I added the secondary and both inbound and outbound began working. Thanks for your last reply/suggestion. I hope they will be providing an explanation of what has happened this week. I have been a customer for 18 months, never had outages before. I have always used the primary gateway. Per your suggestion I contacted themm regarding the secondary gateway and was informed that the secondary gateway was just “recently” able to handle both inbound and outbound, but the primary gateway was still having problems with inbound. I added the secondary and both inbound and outbound began working. Thanks for your last reply/suggestion. I hope they will be providing an explanation of what has happened this week. I have been a customer for 18 months, never had outages before.

]]> By: nc http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311976 nc Fri, 25 Jun 2010 17:17:02 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311976 Interesting.. do you have your system configured to accept calls from both their primary and secondary gateway? If so, I wouldn't have expected you to lose outgoing for any significant period of time. Hopefully you are up by now! All my calls have been on the primary gateway for awhile again, so I'd expect you to be good too.. Interesting.. do you have your system configured to accept calls from both their primary and secondary gateway? If so, I wouldn’t have expected you to lose outgoing for any significant period of time.

Hopefully you are up by now! All my calls have been on the primary gateway for awhile again, so I’d expect you to be good too..

]]> By: Kelson Colbo http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311975 Kelson Colbo Fri, 25 Jun 2010 16:03:00 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311975 Our inbound and outbound outage lasted approximately 90 minutes. We continue to have no inbound calling to our system and we are going on 120 minutes. Request for an explanation or an estimate of complete restoration of our service have not been provided. Our inbound and outbound outage lasted approximately 90 minutes. We continue to have no inbound calling to our system and we are going on 120 minutes. Request for an explanation or an estimate of complete restoration of our service have not been provided.

]]> By: nc http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311974 nc Fri, 25 Jun 2010 15:28:07 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311974 Indeed. There was an outage earlier this week (~10-15m), and then another one this AM. <a href="http://twitter.com/bandwidth" rel="nofollow">Their twitter account</a> confirms, as does their customer service. Really do need a root cause, especially since it repeated itself. ;( Indeed. There was an outage earlier this week (~10-15m), and then another one this AM. Their twitter account confirms, as does their customer service.

Really do need a root cause, especially since it repeated itself. ;(

]]> By: Kelson Colbo http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311973 Kelson Colbo Fri, 25 Jun 2010 14:09:27 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311973 We are currently experiencing our second bandwidth.com outage this week. The Bandwidth.com customer service numbers are also down. We are currently experiencing our second bandwidth.com outage this week. The Bandwidth.com customer service numbers are also down.

]]> By: Jeff Greene http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-311972 Jeff Greene Fri, 25 Jun 2010 14:07:48 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-311972 We are on the east coast of NC, all communications are down; Not even the Bandwidth 800 number is up. Saying "number disconnected". Heaven help us!! We are on the east coast of NC, all communications are down; Not even the Bandwidth 800 number is up. Saying “number disconnected”. Heaven help us!!

]]> By: nc http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-87743 nc Tue, 11 Dec 2007 19:55:09 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-87743 Sorry to hear that. ;( We're still up in Minneapolis. Sorry to hear that. ;( We’re still up in Minneapolis.

]]> By: ef http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-87741 ef Tue, 11 Dec 2007 19:46:07 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-87741 We are in nYC and didn't suffer thriugh that outage. We are living through an outage today (12/11). It started around noon and it's 2:45PM.We received an email that they have identified the source of the outage. But we're still down!! We are in nYC and didn’t suffer thriugh that outage. We are living through an outage today (12/11). It started around noon and it’s 2:45PM.We received an email that they have identified the source of the outage. But we’re still down!!

]]> By: nc http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-74411 nc Thu, 25 Oct 2007 22:56:03 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-74411 Oddly, I'm not seeing anyone else who blogged on this topic, or any news articles about it. Sigh! Oddly, I’m not seeing anyone else who blogged on this topic, or any news articles about it. Sigh!

]]> By: nc http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-74075 nc Wed, 24 Oct 2007 19:33:07 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-74075 All I can say is I hope that they can show how the issue was fixed. At least this is the first outage I've had with them, it was reasonably close to end-of-business, it was short, and it was well-communicated.. but still. All I can say is I hope that they can show how the issue was fixed. At least this is the first outage I’ve had with them, it was reasonably close to end-of-business, it was short, and it was well-communicated.. but still.

]]> By: Jason Houts http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/comment-page-1/#comment-74072 Jason Houts Wed, 24 Oct 2007 19:30:58 +0000 http://www.natecarlson.com/2007/10/24/bandwidthcom-outage/#comment-74072 Agreed, very interesting. We are one of the bandwidth.com customers that experienced the service interruption...we have been told that the "cause of the disruption is known", but no details as to what that cause was. Agreed, very interesting. We are one of the bandwidth.com customers that experienced the service interruption…we have been told that the “cause of the disruption is known”, but no details as to what that cause was.

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