Network Outage Update

[marc...@falconarea.net]

Today we experienced an outage from approx 11am to 12:30pm EST.

At about 11am or so we got about 100 text messages from (everyone) and
from our remote monitoring system. We could not ping any servers from
the outside so we entered a circuit down ticket and called an on-site
technician to check the situation. Within about 10 minutes, we
determined that the TWTC circuit was indeed down. We started to have
suspicions that this was related to the previous disconnect....read
on....

The shortened story to this is previously TWTC forgot to disconnect
our service in Winston Salem and they kept billing us for it. It was
being handled and credited back to us. Today, was the final "official"
disconnect of the old facility. The technician apparently didn't think
it was important to read the ticket of what to disconnect and
disconnected everything. (note: this is done in Denver, not on site).

This is the 3rd problem (2 outages and 1 big billing error) we have
had with TWTC since moving and we expressed in not so many pretty
words how we felt about the situation. Both outages have been
technician errors.

We have been exploring secondary circuits with other carriers and have
been negotiating. This represents a major expense for us so we have to
make sure we make the right decisions. It is not typical of carrier
facilities to go down as they have multiple routes going into our
building and we cross-connect directly to them next door. This is why
we chose this twTelecom as they are very solid (usually). In the past,
my experience has been very good with them (Just don't change
anything, you'll be fine.)

Regardless, we know downtime is not good for business, is
inconvenient, and we make every effort to provide the highest uptime
possible. If we could account for every situation, we would. If you
have any further questions, please feel free to contact support:
sup...@falconinternet.net

Sincerely,

Marc Pope
Falcon Internet