Can everybody who's been unable to connect try again please. We've made a few more changes that we're hoping should have reinstated your access.
| Quote from: TrentSC |
So, let's recap on this problem.
We don't know exactly what the problem is; we can only surmise rather than accurately identify the problem. |
For the record, it seems that Giganews' systems do not like having permitted netblocks shared between reseller accounts. As we now have 3 accounts (Metronet, Madasafish & PlusNet) all with varying degrees of access, the situation becomes slightly more complex. We think we might be close to fixing this and most PlusNet customers should be able to connect.
We're still looking at Metronet as something quite odd seems to be happening with that:
C:\Users\Bobby>nslookup news.metronet.co.uk
Server: ptn-cdns02.plus.net
Address: 212.159.6.10
Non-authoritative answer:
Name: corp.supernews.com
Address: 216.168.3.44
Aliases: news.metronet.co.uk
supernews.metronet.co.uk
| Quote |
| We don't know how long it'll take to fix it. |
Should be fixed for PlusNet and Madasafish brands by the end of today (if not already).
| Quote |
| We don't know the scope of the problem, or how many customers might be affected. |
Any netblocks that were shared between our Giganews accounts will have been affected. This comprises largely of dynamic IP addresses although some static IP users will have been (or may still be) affected too.
| Quote |
| We didn't realise that web-based Usenet access (through our portal) was borked. |
No, not specifically until somebody pointed it out, but that was caused by the same issue (and should now be fixed).
| Quote |
| We don't know if we have an SLA in place with our service provider. |
I don't, no. I can probably find out though so will ask around.
| Quote |
| There doesn't appear to be any meaningful communication between the comms team and the back-end technicians who are supposed to be fixing this. |
I've been in continuous contact with the technician who's been working with Giganews.
| Quote |
| We don't know what the service provider is doing to fix the problem. |
They've managed to modify their systems to bypass the aforementioned limitation.
| Quote |
| We don't appear to have tested this changed service before it went live. |
How? Given the nature of the work I don't think there would have been a feasible means of doing this. It's kind of all or nothing TBH.
| Quote |
| We don't appear to have planned this changeover adequately and we had no change management contingency plan to account for problems during or immediately after the switchover. |
The change management ball is firmly in Giganews' court. We weren't expecting this level of disruption.
| Quote |
| Despite the service status (finally) showing red, we're not planning to issue more than one update in a full 24-hour period. |
How many Service Status posts do you want if there's no update to provide? The 'next update' time is quite often set to 6:00pm the following day as a matter of course. You'll notice this will other announcements.
| Quote |
Latest from the ping...
ping news.plus.net
Pinging plusnet.vsrv-ams.supernews.net [138.199.67.64] with 32 bytes of data:
Destination host unreachable.
Destination host unreachable.
Destination host unreachable.
Destination host unreachable.
Ping statistics for 138.199.67.64:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss).
ping sn-ip.vsrv-sjc.supernews.net
Pinging sn-ip.vsrv-sjc.supernews.net [216.168.3.44] with 32 bytes of data:
Reply from 216.168.3.44: bytes=32 time=94ms TTL=111
Reply from 216.168.3.44: bytes=32 time=144ms TTL=111
Reply from 216.168.3.44: bytes=32 time=87ms TTL=111
Reply from 216.168.3.44: bytes=32 time=136ms TTL=111
Ping statistics for 216.168.3.44:
Packets: Sent = 4, Received = 4, Lost = 4 (0% loss).
Approximate round trip times in milli-seconds:
Minimum = 87ms, Maximum = 144ms, Average = 115ms
|
I'd suggest everybody use the server address news.plus.net as opposed to the specific supernews addresses that were used when testing the old platform.
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
