Unfortunately, on Saturday we experienced an outage on the TPP network infrastructure. The network started losing some connections at 2pm and by 2.30pm was almost completely offline. Our team of engineers worked hard to get the problem resolved as quickly as possible and the network was back online around 5.15pm.

Although we are still investigating the exact cause, the problem occurred when network interfaces on both the primary and fail-over gateways failed. To get the network back online as quickly as possible we removed the redundant network configurations and routed all traffic through a standalone gateway.

We are still yet to determine if this cascading failure was caused by a software or hardware issue, but are investigating this to discover the root of the problem.

We have scheduled an emergency 3-hour maintenance window for tonight starting at 10pm, where we will be installing additional hardware and conducting testing in an effort to replicate the conditions leading to the failure. This will help us to rectify any issues and eradicate them to avoid reoccurring problems.

We sincerely apologise for the outage. We understand how important a consistent Internet presence is to all our customers and we will always do our utmost to provide you with the best service possible.

After speaking with some of our partners and customers, it is clear that we need to provide better out of hours support. We are looking into this right now, along with a more proactive notification process.

If you have any specific questions for us on this issue, please do not hesitate to contact us directly on 1300 665 491. Alternatively, if you require any technical support, you can send a support ticket via our eSupport System here.

Chris Collinge

Managing Director
TPP Internet