Telecom CEO Paul Reynolds has descibed last month's XT mobile network outage as a 'setback' and says customers have responded to the company's openness about the fault.
Reynolds told the company's second quarter results meeting today in Auckland that the outage consisted of the loss of 5 percent of XT cellsites.
“It was a serious incident and a setback to our business,” he said.
Reynolds says there are now 467,000 XT connections, 57 percent postpaid and 47 percent new acquisitions.
Reynolds says the failure was due to a fault on ancillary piece of router equipment. Customers then began rerouting and overloaded a Radio Network Controller (RNC), forcing the company to restart it.
He says Telecom has been diagnosing and putting in place resilience plans to help ensure there is no repeat of the failure.
Reynolds says Telecom has doubled RNC capacity so if surge happens such an overload won't happen again.
He says processes have been reviewed and the company is now “ microscopically managing network traffic”.
Two additional RNCs will be in place by March, he says, plus additional equipment (cellsite and amplifiers) and a continuing fibre backhaul upgrade.
“We believe it's a temporary setback. Foot traffic in retail stores is returning to normal. We've signed three significant corporate contracts in last week,” he says.
Reynolds says a shortlist of consultants has been delivered for the independent review he announced after the failure and a consultant should be announced next week.