Karoo Outage

[dylan]

Karoo Statement on Network Outage 14.11.09

On Saturday 14 November at 17:48, we experienced a hardware failure of a switch in our core network. Usually in these circumstances this would not cause a problem to our customers, as the internet traffic would automatically be routed onto a ‘standby’ switch. Unfortunately on Saturday, this switching did not take place automatically and required a manual intervention by our engineers. This resulted in a period of 2 hours and 20 minutes when a number of customers could not connect to the internet (the fault was cleared at 20:08). Investigations to establish the root cause of the failure are continuing with our equipment suppliers.

Our network availability analysis shows that over the past 12 months, Karoo customers have experienced 99.99 per cent ‘up time’ however, we understand how frustrating it can be when these incidents occur, because we all rely so heavily on our broadband connection. We would like to apologise for any inconvenience this caused you and assure you we do take these incidents extremely seriously.

We are also working with our engineers to mitigate this happening in the future.

http://www.facebook.com/topic.php?uid=100668908521&topic=12417

[miken]

I like the comments on the facebook page, about not getting refunds for downtime.

On the £29.35 per month (taking a month as 30 days)

30 * 24 = 720 hours
29.35 / 720 = £0.04076 per hour

So if they wanted a refund for 2hr 20mins they would get

£0.04076 * 2.3 = £0.09 (2 d.p.) lol

+ KC admin costs would be a very expensive 9p

Regardless the residential products are provided without a SLA therefore I'd be pretty happy with the 99.99% we are getting over the last 12 months I have no idea if the business products come with any form of SLA however I doubt any of the cheaper lines do.

[Adrian]

Yea the posts with people moaning about refunds were chuckle worthy

[Halloway]

When we had the big failure a couple of years ago, that was caused by a core router failure. The protection switchover failed to kick in and down went the network.

It doesn't look much like KC have learned a damn thing.

[ryan2390]

Well in all fairness despite all the c**p I've heard about Karoo they aren't *that* bad. I think some of their pricing stinks but hey. So far besides a few line problems we've been good. (: