February was the toughest month of our existence as an internet service provider. Early in the month, DSL Networks, the high speed line provider to our servers, went out of business. An estimated 6,000 customers were impacted by this outage and high speed access providers nationwide are still trying to catch up from the sudden need for services by so many individuals and businesses. Many still remain without service. Upon understanding the full problem we immediately moved our servers to a new location 120 miles east, where we had other high speed lines still in operation. Because of problems with how DNS services are allocated it still took another day or so for users to find the new server location ports.
In view of the VERY volatile internet business, we are adding facilities which will insure that outages such as this wont cause lengthy down-time such as we experienced this month.
Feb. 28th, 2001 6:30pm : XO Communications "REDBACK" Router Failure in Northern California. Connection to servers was down for approximately 15 minutes. Sorry! No control over that one, we were first to report the outage of services. The initial failure was followed up by 2 more failures in the following hours totaling less than 35 minutes of server outage time. By 9:00pm all services were functioning properly.
Feb. 26th: gct21.net e-mail has been restored to all dial-up networks. i5net.net e-mail is only working on Networks B, C, H, I
Feb. 13, 8 to 9 pm : Network 'H' Dial-up Services down.
Feb. 12th, 2001 8pm to Feb. 13th, 2001 9pm : DNS services down due to programming error at co-location facility. I5net.net alias services remained in operation. See write up HERE.
Feb. 7th, 2001 - 1700 : DSL Networks Circuits disconnected by COVAD. See write-up HERE.
The following is the note we posted on the "Emergency Response Page" following the crisis.
This has been an extremely difficult and frustrating emergency to respond to and recover from. Please consider the explanation of what happened and our response. We understand that this situation has seriously inconvenienced some of our customers, for which we sincerely apologize. However, we know from our own experiences with ISP's that something like this can sour a customer on their service provider. We have given this situation our utmost attention, but if you have lost confidence in our services and no longer wish to do business with us, send us an e-mail at : email@example.com
Otherwise, if you appreciate the around the clock work my staff has been performing in responding to this crisis, they would love to hear from you. Send your comments to : firstname.lastname@example.org .
For those of you who are sticking with us, we will be announcing a reward in the next couple of days to make up for the inconvenience.
Thank you for your understanding.
- Thomas S. Plummer (Owner - I 5 Network Solutions email@example.com)