Susan's Place Transgender Resources

Yesterday at around  6:47pm the internet provider I get service from posted on their facebook

QuoteDue to fiber damage, we are experiencing a video/cable issue. One of the areas is primarily in the Greenland Farms area. The second is near the 41A Bypass/Ashland City Rd and Pageant Lane areas. Engineers are working to repair the damage and resolve as quickly as possible. We appreciate your patience!

This was right around the time I laid down and took 2 melatonin tablets. I had been working long hours on a new project and had gotten my sleep schedule all messed up.

At 7:57pm they posted

QuoteThe fiber damage was significant and crews are on hand to repair. There are two areas that are currently having service issues due to the damage. As the area is repaired customers will have service restored. Full restoration of all services to all customers may take as late as tomorrow evening. We thank you in advance for your patience.

Cindy James called me from Australia at 11:27pm waking me up to tell me that the server was down. (We will be working on improving the notification process when the site goes down. If it's down for more than 20 minutes I should be getting calls from all of the admin and several of the staff.)

I called the chief tech for the ISP and did not get him so I called the customer service number.

The customer service tech mentioned the problem and suggested that the my equipment lost it's configuration in the incident, so i figured that it was going to be a quick fix.

I then called Cindy back in Australia letting her know what they said.

I got a hold of the lead technician at 11:30pm and he told me that there had been an incident and fire was involved that their main trunk had gone down and 1,000 other fiber connections had been destroyed. He gave me an eta somewhere between then and Thursday.

I called Cindy again to keep her updated.

She got on the Susan's Place Facebook and posted...

QuoteSusan's Place Transgender Resources
Posted by Cindy · 20 hrs ·

The site is down at the moment due to an accident concerning the internet providers's link. Normal service ASAP. Please let your friends know.

Cindy.
Forum Admin

Since there was nothing I could do, I laid back down. I woke up early and periodically checked to see if the site was back up before turning over and going back to sleep.

I got up at 11:44 am and issued my first of many complaints that my service was still down.

I found out that they had put off the restoration of my service to get 60 businesses on Riverside drive back up.

I pointed out that I was a enterprise customer paying enterprise prices and that I expected that my circuits would be restored before they started working on business and residential customers.

Using my cell phone I got on their web site shortly thereafter and saw...

QuoteWe are still actively working, around the clock, on the fiber damage repairs. At this time, there are still around 300 broadband customers affected. As the work progresses, throughout the day, the services will be coming up for customers on its own. Estimation on completed repairs is late tonight to early morning hours tomorrow. Thank you for your patience.

This meant that they had restored 700 connections and mine was still down. Being that I was quite sure that most of those were not Enterprise customers I posted on their facebook this in response...

QuoteWhy is CDE Lightband charging me Enterprise prices but treating me like a residential customer... There is no excuse for that and they owe me an apology, and a promise that it will never happen again!

I got a call from their commercial representative shortly there after  who apologized and promised that he would do his best to speed up the restoration of my connection.

Around 3:00pm I texted the lead Technician again saying that it had been another 1-1/2 hours and I was still down.

He responded...

QuoteI have asked that work on your cable repair begin in such a way so that they may focus on restoring your service as early as possible

I said "Thanks!"

at 7:24pm I texted him again "Still down :("

He responsed...

QuoteLet me see what's going on

and a few seconds later

QuoteWaiting on an update from the foreman, will let you know

Shortly there after the service came back up.

---

I did not appreciate the person identified at Melissa Sue who posted on facebook after Cindy shared the information I gave her

QuoteWell that's simply not true, now is it? Servers using the same bandwidth provider with ip allocation on the same ip block are working just fine.

I responded to her...

QuoteMy provider tells me that they had a fibre cut and that fire was involved and that their main trunk and over 1,000 fibers were cut. It is on their Facebook page as well...That is the truth. I called Australia twice to get the word out. So since you don't believe me Melissa Sue, have a nice life

- Susan

and then banned her from the page. Neither Cindy or I would ever consider telling anything but the truth about site outages.

If you are not following our facebook page please do so, as its the best way to keep informed during site outages.

https://www.facebook.com/pages/Susans-Place-Transgender-Resources/300296723411615?fref=nf

Glad everything is back up and running. I cant live without my daily dose of Susan's chat!

Thanks for letting us know what happened...I'm not on FB anymore, and I had to tell myself "Just trust the process...something happened, the right people know about it, and Susan's will be up and running again."

Gendersupport was also down (probably because the drama over ownership of Susan's is over).

Now, it's time for a...

*happy dance*

;D

No worries,
Even very big companies with big services have downtime.  Sometime big outages as well.  I should know, I work for one.

When I saw that everything was down including your DNS I was beginning to get worried. 

Glad to hear it was fixed.

Glad to see everything is up and running again!

Thanks for the update Susan! I saw Cindy's Facebook post so I just waited for it to get fixed  :)

Quote from: Sky on February 04, 2015, 09:12:50 PM
Glad everything is back up and running. I cant live without my daily dose of Susan's chat!

Me 2

Great work to all involved! :D

Give Susan a pair of knitting needles and she can repair any fiber cable :laugh:

Unfortunately sometimes stuff happens, glad it is up and working again

I was afraid a nuclear warhead exploded in the area of the servers and world war three had begun and the extinction of the human race was about to  begin, whew , I glad that didn't happen.

I've gone through the site being down enough times to know how to handle it. I've been mainlining coffee grounds, snorting ice cream, and eating nicotine patches by the handful. Although it looks like I picked the wrong week to quit sniffing glue!  >:-)

Thank you Susan for all the details, and telling us about the FB page. I didn't know about it. Just 'liked' it so now I know how to deal with this in future.

I worried so much about it all until I managed to find Cindy on LinkedIn and Facebook. Thanks to her too for sending me a reassuring message.

Good to know it's back, I now wonder what I occupied my time with before susans! :)