Dear Forum Family,
I'm writing to apologize for the extended downtime of our peer support website tonight. Around 6pm, our internet connection unexpectedly dropped. I promptly contacted our ISP's business support line to investigate, but did not receive a call back by 8pm, so I reached out to their residential support team, who discovered the ISP's engineers had mistakenly reallocated our IP range to a new stadium opening in town this weekend.
We had no choice but to accept a new IP range from the ISP, I immediately updated our server configuration. Once the server was ready, I updated the DNS records to point to the new IP address. Through persistent troubleshooting and reconfiguration, I was able to restore service by midnight.
I should have been notified well in advance if they planned on reallocating our IP range. This lack of notice is unacceptable, and I intend to raise these issues with the head of the municipal Fiber to the Home ISP to prevent this from happening again. They know the importance of the service we provide the Trans community, and as a support website we rely on having stable internet connectivity.
We are dedicated to providing a reliable online community, and I know this disruption cut off access to important peer support at a difficult time. Thank you for your patience and understanding. I sincerely apologize for the unexpected disruption and will be following up to ensure we are notified in advance of any changes that could impact our connectivity going forward.
Sincerely,