major service provide outage not reported by my agent

[jwladd]

My internet service was down for several hours last night. this was due to provider problems as evidenced by email received from provider once service was restored. My dashboard shows no indication of this outage. I haven't received any notifications from outagesio.com. My hardware agent is 129676

[OutagesIO_Support]

Hi, this is what I see for the last 48hrs.

You can see this in your Historical, Pings page;

Here you can see there 4+ minutes of outage recorded.

Here it is in your Historical, Outages page;

Keep in mind that providers will usually give a range of time for repairs or if there was an outage and they aren't 100% sure when it started. In this case, maybe the provided said outage during this range of time but your agent was communicating with our network for the past 48 hrs other than these 4 minutes.

Your last outage before that was on the 9th.

Does this help or am I missing something?

[jwladd]

I mentioned the emails from the provider as evidence that the problem was a provider problem, not internal or beyond. I am in residence where the hardware agent is installed. I observed firsthand that we had no internet service from ~10pm - ~5am local time. The record of pings for the "last 48 hours" shows only pings for the 7 hours from ~5:30-12:22 today (July23). We were online on July 22 until ~10pm. Why don't those pings show up on the historical record? Why no notifications?

[OutagesIO_Support]

I didn't dig that deep, I just saw that there were only a couple of missing ping periods and the mentioned outage.

We'll dig into it further tomorrow and report what we find. Everything has a reason and this will also :).

[OutagesIO_Support]

Hi, just an update. The dev I'd like to look at this with was sick all weekend and today. He's hoping to be back tomorrow or the next day. Not an excuse but I need this dev for this.

[jwladd]

Thanks for the update. Take your time to get the information you need. You guys are the best in terms of response to customer inquiries.

[OutagesIO_Support]

Turns out, it was an error on our end. Something was being updated and it broke something else which is why this seems to have happened.

If you keep an eye on it, it should be back to normal now. Again, thanks for bringing it up so we could fix it.

[jwladd]

OK glad to help.