Telecom suffers five hour ADSL failure

Customers of Telecom's JetStream ADSL service lost their connections 10 days ago, when a fault developed affecting everywhere south of Taupo for more than five hours.

Customers of Telecom's JetStream ADSL service lost their connections 10 days ago, when a fault developed affecting everywhere south of Taupo for more than five hours.

Service was lost on Friday 29 September , when Telecom was installing a new ADSL switch, a spokesperson says, “and it just didn’t work. So we have approached the manufacturer, and in the meantime, we’ve gone back to using the old switch.”

Telecom declines to name the manufacturer of the switch “but we will say we’re working closely with them [on the problem] and have every confidence in them", the spokesperson says.

The ADSL service was rolled out using Nokia digital subscriber line access multiplexers (DSLAMs), but Telecom is progressively upgrading them with Alcatel chip sets. Nokia and Alcatel both deny getting any fault reports on their equipment on 29 September.

An industry source suggested last week that the new and troublesome component was a Siemens broadband remote access server, put in to replace similar Nokia equipment. Siemens' key account manager, Paul Webb, acknowledges "we were involved" in the incident, "but it was someone else's equipment that caused the problem." He declines to name that party, and is also close-mouthed on the exact nature of Siemens's involvement with the ADSL network.

“ADSL is one of our newish platforms and there will occasionally be teething problems,” the Telecom spokesperson says. With older technologies such as ATM, “we have achieved almost 100% reliability; failures are down to a few minutes a year.”

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