Telecom CEO Paul Reynolds, with Retail boss Alan Gourdie and Gen-i CEO Chris Quin in attendance, opened up today’s media briefing on XT failures by declaring one outage unacceptable and further ones intolerable. Reynolds apologised to customers, and listed the problems that caused XT to fail over the past few months. The first outage was caused by corruption of software during a routine operating procedure, which meant the Christchurch radio network controller (RNC) in turn failed. Hardware failure at a router caused the January outage, whereas as migration to new RNC in early February, ironically ordered and deployed to alleviate the earlier issues encountered.
'Enough is enough': Telecom's Chris Quin, Paul Reynolds and Alan Gourdie front the media today Yesterday, the RNC in Christchurch failed again, with voice calls mainly affected for customers south of Taupo. A Media Gateway that controls voice, SMS and text failed too, resulting in 450 cell sites that lost all services. Failed operational processes were behind the long outages, according to Reynolds, who promises that there will be “significant changes” to these. Reynolds says Alcatel-Lucent will remain its technology partner. Alan Gourdie says the compensation for customers South of Taupo will be: Consumers on account will have 33 per cent of their monthly charges refunded. This includes charges for all services, voice, SMS and data, for the next three months Prepay get a third bonus each time they top-up instead. Gourdie and Quin have toured the South Island speaking to corporate customers to persuade them to stay on XT. Business customers will receive a 50 per cent discount on their bills over the next three months in compensation, if they stay with XT.