To echo what other people have said, I feel you're expecting too much from a broadband service.

Staff checking logs for a one-off drop that lasted an hour and then recovered itself is what you get with a leased line service, along with proactive notifications of outages.

From the language being used it sounds like this was an overnight outage.

There might be some confusion here.

He isnt asking for a uptime SLA, just for communication.

In my business I give outage information to people who pay a fraction of UK broadband costs, I also get this type of information even for £5 month VPS's I have leased.

Any network service company who is run sensible will log every single outage, regardless if its planned or unplanned, the issue is why this information is not available, it could be Openreach and other suppliers choosing to not pass it on or it could be IDNET do have the information but its just not accessible by the tech support team. Sadly the "race to the bottom" dumbing down of broadband is seemingly even affecting IDNET who I guess at one point were considered a premium broadband provider.

For reference I had a burst of PPP outages last December, multiple times a week, I queried it with AAISP who came back to me with the reason (talktalk business upgrade work).

Also an hour outage is quite a long time, I would definitely expect an explanation for that, very different to a simple PPP off/on cycle.

In reply to a post by behuk:

My IDNet service went down for an hour recently. This isn't unacceptable in and of itself -- it's a broadband service, not a leased line. However, when I contacted IDNet to ask why the service went down, their explanation was somewhat disappointing:

Apologies, there is no way of us finding out why your service dropped at this time, as mentioned in my previous email.

"I cant see any notification to say there was any planned work affecting your service, however this could have been unplanned maintenance or emergency repair work."

The reason for this is because we do not receive any notification of emergency repair work or unplanned maintenance.

Please note, this is a best endeavours product with no guarantee of uptime, it will occasionally have blips and times in which it is unusable.

At a minimum I would've hoped that IDNet checked their PPP logs for unusual activity, and possibly also raised a query with the backhaul provider. But perhaps my expectations for a ~£36 broadband product are too high?

Not forgetting to others I am branded a Fantasist (Yawn) because I mentioned I have a TalkTalk Leased line - anyway they had no idea when my line went down - well not until the engineer came out which was about an hour later. But IDnet never got to that stage ad I think it's something like a 48-72 hour fix on FTTP? No idea just guessing of course.

I wouldn't expect them to know either. But nothing they have said seems unreasonable to me - I have been lead to understand FTTP does suffer less outages than anything copper based - so maybe it was just Hi Jinx?

In reply to a post by Pheasant:

Even a single leased line at a ten times cost multiple of broadband is far from “military grade”….it needs a hell of a lot more resilience, dual or triple routing and homing before it even gets anywhere close to being resilient.

My "fantasy" leased line circuit provider - which was installed by a company called Openreach who I made up, and has a Circuit number I you will assume I just typed randomly on the keyboard and their system accepted it when I had to make the circuit go "LIVE" has 3 network paths from the Provider's MPLS core network. Of course I just made up MPLS core network from my Unicorn dictionary.

Oh no - i'm reading it right form my leased line CONTRACT - which you will assume is also fantasy and made up - but [censored] you in any case

OP - that I believe is something towards "being resilient" IDNet talk about the encryption I think when they go on about the grade

Edited by Username26 (Sun 08-May-22 16:15:55)

In reply to a post by lexden16:

The thread title got me interested. I have spent too much of my time as a specialist technical adviser on major contract deals listening to commercial and legal teams arguing over the obligations and risks attached to the terms ‘reasonable’ and ‘best’ endeavours. I haven’t looked at the contract ts and cs for IDNet but I would be surprised if best endeavours was its default position. In my experience, best endeavours usually comes at a higher contract price.

When you get into LL prices then it's guaranteed

In reply to a post by jpm:

To echo what other people have said, I feel you're expecting too much from a broadband service.

Staff checking logs for a one-off drop that lasted an hour and then recovered itself is what you get with a leased line service, along with proactive notifications of outages.

From the language being used it sounds like this was an overnight outage.

I can say with certainty that staff are on the phone within 20 minutes to speak to someone if there is an outage on a LL - I have said elsewhere I am on TalkTalk Business for my LL - so same network different deals. An engineer is raised within 30 minutes - we had a guy on the office door within about an hour after the fault was raised