Why does TP not have any place for customers to get updates on network status - the Forum topic has not been updated now for over 6 months. EV1 used to maintian this regularly and it was our primary source of information about system status, but now we have no place to get updates.

surely it is critical that TP provides updates on all problems at least every 15 min. Right now ServerCommand has been down for over 6 hours and it is not even mentioned.

I suspect TP simply wants to hide the truth about their networks.

Maybe there hasn't been anything serious enough to report?

An RFO(Request For Outage) Report can be requested via the ticketing system. If the issue fell outside of our network, we won't provide an official RFO Report, but we'll try to inform you of what happened. Without a ticket requesting this information, we have no way of determining what issues have affected you.

Due to the complexity of the internet routing there may be multiple issues you could be referring to. As far as I know, we had no internal networking issues. There were a couple of significant issues around Dallas the past couple of days that fell outside of our network that could have affected you guys.

You spoke too soon. Just got off with tech support. They had about 15 minutes of serious down time from a network issue. Luckily the Orbit login worked, but showed me nothing important. Even thePlanet.com was offline. So please, can we get updates on the forums of network issues. Even if they are only for 15 minutes, someone should take 30 seconds to post there is an issue. It would save a lot of people a lot of grief.

Forums are not currently an official support channel, which is why we don't provide these types of updates on the forums. I know it's frustrating and I'll spark up an internal discussion about possibly getting something in place to better inform you guys.

Nobody's asking for the forums to be a SUPPORT channel -

How about an INFORMATION channel?

One single post in Network Status could get the word out to everyone that comes here and I'll bet reduce your internal workload (stop having to answer the same question umpteen thousand times from umpteen thousand clients via internal means with the same answer) by a tremendous amount.

Well, I got a quick reply and it looks like there's already many ideas which will help better inform you guys of these types of issues. I don't have any ETA or specifics at this time but we are working on it.

That is rediculous - Servercommand (your own management system inside your network) was down for over 8 hours today.

Im not looking for support and I should not have to raise a ticket every time I need network or system status updates. All Im asking is that you post official status updates regularly. There is already a section of the forums titled "system and network status" but you are not using it anymore since the EV1/TP merge. This was an invaluable feature as it reduced the need for unnecessary duplicate ticket requests and it kept the community informed.

TP is either exceptionally lazy or actively trying to hide network and system outages. Either way the service is pathetic.

Yikes - You gotta love 'big-company-itis'. Lots of ideas and stuff but yet the solution has been in place for years already. I guess they'll have to have an official board meeting and take a vote whether or not the topic of 'Network Status updates' can actually be used to alleviate a customer information problem.

Planet... Orbit! knock knock... hello! Hey we pay YOU GUYS for service. How about an easy way for us to get info we're already used to?

Anyone home?

Rofltmao. ha!

You are absolutely right, and while that doesn't retroactively fix the ServerCommand downtime you experienced, it is something Stan Barber has been working on since he joined the company a few months ago. Our NOC has been getting a complete overhaul, and we plan to have a proactive notification system in the event of any widespread outage within the next few months.

No amount of apologizing can make up for the day's frustration, but I guarantee that steps are being taken to forever avoid issues like this in the future.

You make a great point too, but that also operates under the assumption that our entire customer base will head to the forums when they encounter a problem. The simple answer is that a status update should have been made available to avert much of this confusion, and it wasn't. Given our infrastructure and network design, this scenario is uncommon, so it calls a significant focus to how we respond in the unlikely event that this happens again.

Hey Kevin,
Slightly off topic but at the same time actually related to these issues, will you be around the DC's etc on the 20th and 21st? As someone who seems able to actually straight out confess to shortcomings such as this, i would be interested to speak to you in person.


Hah wow i feel stupid, i was just going through Patricks emails as i do and i realised that you are the same Kevin that we have been speaking to so most certainly will see you soon

I got back to the UK 2 days ago, had i still been with Pat id have made the connection much faster