Our office broadband connection went down yesterday afternoon. We’ve had occasional loss of DNS recently which has fixed itself within the hour so since it was pretty much the end of the working day I thought I’d leave it and it would probably be sorted by BT in an hour or two. The fact that the problem wasn’t DNS-related this time should really have sounded alarm bells in my head.
This fault was with the login section of the connection procedure. Our ADSL modem synced ok so we had ADSL, the modem would just not connect to the WAN. Of course I realized my error when I still couldn’t connect to our office from home at 8:00pm last night, or 10:00pm or when I arrived at work this morning.
I contacted our ADSL provider who insisted that I should power down the modem for at least 15 minutes to “clear the static off the line”. I hate these support procedures which require you to do something which you have already tried in one form or another or which you just know is not going to make any difference to the problem other than to waste a bit more of your valuable time. Having jumped through this hoop and called them back they escalated me to the next support tier who decided that it did actually look like there was something wrong at BT’s end.
As I draft this post at 10:00am, our internet is still down and it leaves me thinking about how broadband has grown fairly un-noticed to become an important, if not vital, cog in the machine we use to do business and indeed to run our lives. I’ve already had complaints this morning because our Sales Manager could not check his emails from home last night, no-one has had any emails since yesterday afternoon (although these will be waiting at our host’s backup mail server for delivery), our Purchasing Manager cannot talk via MSN this morning to our primary supplier in China and I cannot do any banking since the commercial banking software has recently moved online instead of dedicated dial-up.
The internet, enabled by broadband connections, has worked its way into almost everything we do and because it is reliable for most of the time, business becomes a little more difficult when it does let us down. Only large organizations get any kind of priority support or guaranteed uptime commitments as small and mid-sized organizations simply don’t have the buying power.
I was thinking of using the fallback capability of our VPN firewall box to switch to an alternative ADSL connection, but that requires that we maintain and pay for redundant ADSL connections and if, as it seems, the problem in this case is due to a BT network issue, chances are both connections would fail to logon and we’d still have no connection.
For the time being, the office has lost a connection to the outside world and it is surprising how much the staff are missing it even after only a short time without it. Has broadband joined electricity and the telephone as fundamental requirements of a modern business?
Update: Following a diagnostics call from our ADSL provider who could see no attempt by the modem to login, he suggested I swap out the modem. Fortunately, having lost a modem recently after a power cut, I have a spare. However, I decided to start by changing the micro-filter before ripping the modem out and entering the settings into a new one. I swapped the filter, hit the connect button and hey presto, we had internet connectivity again! I reported the resolution back to our provider and neither of us can quite understand why I had a synced ADSL connection if the micro-filter was faulty. At least it’s fixed and I can put an end to those withdrawal symptoms!
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