Network incident report - 3/1/2012 7:24 AM PST

Service location: Turner/Summit Loop

Affected sites: N Jefferson, Turner, N Aumsville

PGE is reporting that there is an extended power outage due to an equipment failure. They are currently predicting power restoration around 9:30AM. The original restoration forecast was 6:30AM. We will keep this site updated as we get more information.

Network incident report - 12/8/2011 9:00 AM PST

Meritel is currently working on upgrading our authentication servers for our modems. This should not affect anyone, but there is always the possiblity that while we are changing hardware and testing, a few modems may try to authenticate and fail. The modems try to authenticate daily or whenever there is a service interruption (often a power outage at the client site causing a modem to reboot).

Network incident report - 10/17/2011 5:00 PM PDT

There are no known network outages at this time. We are currently performing a hardware upgrade for our Turner location. See the maintenance reports for more information.

Network incident report - 10/13/2011 3:49 PM PDT

We are now running on the new hardware. There are a few updates to finish and then we should be good. Sometime after 5PM today, we suggest that you unplug the power to your modem (unplug the power supply that says Motorola and has a green light), wait about 5 seconds, and then plug it back in. This should get things back to normal. If not, please email support@meritel.net.

Network incident report - 10/13/2011 12:00 PM PDT

The new equipment arrived at the office at about 11:50 AM. We are in the process of assembling and configuring it now. Once completed (about an hour), it will be headed to the tower for installation. We are still on schedule to have everything moved back to the primary equipment by 5PM today.

Network incident report - 10/12/2011 3:48 PM PDT

The new equipment is due in on 5/13/2011. We have climbers scheduled to arrive at the office at 8AM for a briefing. Once the briefing is completed, we will head to the tower to begin working on the cabling for the new equipment. The anticipated arrival time for the equipment at the tower is between 11AM and 12PM. There is a little bit of configuration that must be done prior to installation. We should be operating completely on the new equipment by 5PM, if not sooner. All of the ground work was completed today, so that just leaves the tower work.

Network incident report - 10/10/2011 5:11 PM PDT

We are still operating on a backup link. The replacement equipment for our primary equipment was supposed to ship last Friday, but it did not go out until today. The due date is Thursday. As frustrated as we are that it did not get sent Friday, there is nothing we can do at this point except wait until it arrives. Wednesday we will confirm that the packages are still scheduled to arrive on Thursday and make the arrangements for the equipment to get installed.

 

Network incident report - 10/5/2011 6:26 PM PDT

We are now operating on a backup link. Our vendor will be shipping new, upgraded hardware on Friday and we should have it on Monday. The underlying issue is a bad transmitting oscillator that was installed during the production run of this equipment. All-in-all, I'm glad that this happened during failrly good weather. When the winds are high or the towers are icey, it is not possible to climb.

Please note that this issue did not affect fiber customers. This only affected certain wireless customers. If you are a Meritel Fiber customer and are experiencing any problems, please contact us. There are no reported fiber issues at this time.

Network incident report - 10/5/2011 2:55 PM PDT

We will be switching to the backup link shortly. The problem in the primary hardware appears to be getting worse. We have noticed a few service drops recently. As such, we feel that it may be safer to cut over to the backup equipment before we completely lose the primary hardware.

The vendor will be shipping new (and enhanced) hardware on Thursday or Friday. We will get it installed as soon as we get it.

Network incident report - 10/5/2011 12:54 PM PDT

The vendor for this hardware has a few other reports of transmit failures on this particuliar make and model of hardware. They are currently working on providing a long term solution. The link is still up, but we are working on a backup solution in case this units fails completely. At this time, we are working on getting climbers in to install the backup equipment. It is our intention to operate on the primary until such time as we must switch to the backup.

Network incident report - 10/5/2011 3:36 AM PDT

Meritel is currently investigating an issue with one of our links. We have contacted the hardware vendor to assist in troubleshooting this incident. This does appear to be related to an issue that we had a little more than a week ago. If so, it could mean that the original diagnosis by the vendor was incorrect (i.e. they believed it to be one side of the link when it was the other side having the problem). We do have the link running, albeit in a restricted performance mode. The plan is to install a backup link as soon as possbie. As we get more information, we will post it here.