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UPDATE: Not all Click! Network ISPs informed of planned outage

Post by Joyce Chen on Jan. 14, 2010 at 7:25 pm with 1 Comment »
January 14, 2010 8:04 pm

Below is an e-mail that a reader received this evening from Rainier Connect, one of the three Internet Service Providers that works with Click! Network, whose customers experienced online outages Wednesday night into Thursday morning. The other two ISPs are Net-Venture and Advanced Stream.

Click! Network officials said Wednesday evening that their ISP partners had been informed of the planned outage ahead of time, but according to the e-mail below, Rainier Connect did not anticipate a loss of Internet service for customers.

Thank you for taking the time to write to us.

Unfortunately the outage that you experienced was not a planned outage last night. While Click was planning to perform some maintenance we were informed it would happen after midnight and be completed before 6AM.  The maintenance was not to cause a loss of service; therefore we did not post warning.

What happened last night was not expected.  I truly am sorry for the inconvenience it caused.

Amanda Singleton
Rainier Connect
Customer Support Manager

On the other hand, Net-Venture had this notice dated Jan. 11 on their home page, informing customers of an outage between 12:15 a.m. and 8 a.m. Thursday. Many customers say they noticed the outage even earlier than that – about 8 p.m. Wednesday.

Extremely Important. Please Read!!!

On January 14, 2010 Click Network plans to perform a major upgrade to a core software component of their network.

The upgrade will begin approximately 12:15AM on January 14 and continue until approximately 8:00 AM the morning of January 14. Plan on service disruptions during the upgrade. Click! Network technicians have tested the software in their test lab extensively and expect all services to be restored by 8:00 AM. The software vendor has completed many similar upgrades and will be on site to ensure everything goes well.

As with all major changes there is always possibility that unanticipated issues will arise. Plans are in place to resolve issues as they are exposed.

As of 3:00PM Jan.14, 2010, a vast majority of our customers can get online. If you are still experiencing problems, please follow instruction below.

1. Unplug the power from the back of your cable modem.
2. Power off your router, telephone adapter and PC. Remember which cable goes to which device!
3. Power on your equipment in the order listed.
a. Cable modem – then wait at least 1 minute.
b. Router and/or telephone adapter – then wait 30 seconds.
c. PC or other equipment.

Thank you for your cooperation.

Leave a comment Comments → 1
  1. pegsterdtown says:

    I have Net Venture and my outage was from aprox 8pm Wednesday until around noon on Thursday. Calls to them were unsuccessful. I understand the upgrade but why downplay the whole thing. I think they need better customer service.

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