Description:

At approximately 10am yesterday a small number of customers began complaining of slow internet connections, dropped packets and high latency

Node4 immediately began diagnostic action to pinpoint the cause of the problem and take remedial action.

Initially, we traced the problem toone of our core switches and took appropriate action. Network performance returned to normal, but problems returned after approximately 1 hour.

The nature of this second incident suggested an issue beyond the switch with our traffic shaping equipment so we decided to bypass this equipment and take it offline for maintenance. We did this at approximately 1pm, rerouting traffic to minimise disruption to all customers.

The traffic shaping vendor identified and fixed a problem with the device and we brought it back into the network at approximately 6pm.

There may have been some disruption for certain customers as internet routes were recalculated.

Node4 would like to apologise for any inconvenience caused by this degradation in network quality

Node4 Tech Support

Service(s) affected: Internet Access for some users