Blueface down!

daflip2000

As of 8:22 this morning sip.blueface.ie :mad:stopped responding. It appears the blueface nameservers have stopped responding and the entire blueface.ie domain has fallen off the 'net. Ringing blueface on their "urgent" technical support line 0818 259 501 just yields a number not in service tone. Looks like a total outage across the board.

Anyone got any idea what's going on ?

Guillaume77

A firewall problem:
http://forums.blueface.ie/showthread.php?t=1947

daflip2000

Can't access that URL, it won't resolve for me. Is there any indication when this will be fixed?

squishey

having the same problem here - can't ring into them or resolve any of the domains to check what is going on.

creditcontrol

I use Blueface too - whole system is down. Anyone managed to contact them in any way? Any idea if they've gone out of business?

salesjobs.ie

we are down also but worse, we cant even redirect to a mobile for customers to get through,

They seem to have no back up plan, ie automatically email customers with regular updates of whats wrong and when it might be fixed?? notice on their site, off site disaster recovery plan?

Guillaume77

One of our main firewall was down. Our DNS servers are behind so some may have problems reaching us for a short while.

We've made some progress and things should be up at any time now.

creditcontrol

Their website is back up now

daflip2000

I don't think they're gone out of business. I imagine what GuillaumeBF posted is correct since it seems by their previous posts they actually work for blueface.

Their support and sales numbers are down and all their websites are inaccessible from the public internet.

For a company who hosts such a critical "business service" like this it's shocking that they don't have any failover in place. If this is a "firewall problem" and the firewall is malfunctioning, then why don't they have a hot spare that they can swap in to place? If it's a case of bad firewall rules, then why didn't they test the rules first? And why is everything blueface related sitting behind this firewall?

Not acceptable.

creditcontrol

I agree. GuillaumeBF I suggest you feedback to your company. I'll now be looking at other providers who do have contingency plans and treat their customers with more respect.

Communication from Blueface is non-existent. If there is a fault you should inform your customers. It's not too difficult to send out an email to the customer base is it? Also I cant believe you dont have a contingency on your own lines. If there's a problem with Blueface your own support line goes dead! This is seriously poor service.

salesjobs.ie

100% agree. on their forum, they say its affecting customers in "certian areas" -why not be honest - do they really take their customers to be morons - if I cant get thru to any of their landlines in uk or ireland or out of hours numbers etc, thats a very large "certian area"

huggs2

I still can.t get the website either.

Nameservers for [url]www.blueface.ie:[/url]

* ns2.blueface.ie returned (SERVFAIL)
* ns1.blueface.ie returned (SERVFAIL)

williambrosnan

Having the same problem, this is really inconvenient, have Blueface released any official statement on the problem?

daflip2000

It's been 2 hours now and there's still no sign of a fix any time soon.

There had better be an official response from Blueface explaining what exactly happened and what they've done to ensure this will NEVER happen again.:mad::mad:

creditcontrol

Mine are back up. I think I could have forgiven this incident if Blueface had sent an email to their customers or communcated with us in some way. They didn't. I think this proves they do not have any procedures in place for dealing with incidents like this. If they dont come back with the right answers I'll be looking for a new supplier.

williambrosnan

back up and running in Limerick

bhickey

creditcontrol wrote: »

If they dont come back with the right answers I'll be looking for a new supplier.

Good luck finding another Irish supplier - there's not a great choice out there ;(

salesjobs.ie

Hate to think of having to go back to Eircom but its a distinct possability if this happens again in the enxt few months - I wont have a choice.

ps, still cant get calls in but can make calls out.

williambrosnan

Blueface extension number to extension number are working, but is anyone else having a problem ringing into to a geographic number? I'm getting a network busy.

squishey

blueface extensions working as well for me. still can't make outgoing calls or receive incoming calls though. haven't had any direct communication from blueface and the only updates I can get is through boards! simply not good enough.

can't believe they don't have any contingencies for this sort of situation!

dubsaab

I am in South Dublin and cannot make or receive calls on a geographic number

irishfeller

I'm in north dublin and can't receive any calls. Its a disgrace how long its takin them to fix this. Its out of action for hours.

djmetric

Still down here in Dublin City Centre.
When you port your number to Blueface there is nothing you can do when something like this happens.
Their service went down for almost 24 hours in August last year!

n0brain3r

Still down here can make outbound calls but nothing comming in. No updates on their website whoever is on the online chat is saying everything is fine and only some customers where affected :mad: anyone looking for an alternative PM me I've found a crowd based in Naas and they are being very helpful I think they only look after businesses though. And Blueface get the finger out I understand things go wrong but not keeping your customers informed is BS...

irishfeller

Mine has just started working again.

williambrosnan

Same here, still haven't heard anything from Blueface in regards to the problem but at least it seems to be working now.

n0brain3r

Yeah backup here now too. I'm going to give this other crowd a try though they quite competitive.:)

huggs2

" sip registration failed" again.

huggs2

ok so i forgot to put everything back the way it was.:p

Guillaume77

Hello All,

Please see an update from our management team: http://forums.blueface.ie/showthread.php?t=1947

Make sure outages like this are a disaster for us and we're taking measures to avoid them at all cost. We also took note of your various comments to improve the communications around events like this.

djmetric

GuillaumeBF wrote: »

Hello All,

Please see an update from our management team: http://forums.blueface.ie/showthread.php?t=1947

Make sure outages like this are a disaster for us and we're taking measures to avoid them at all cost. We also took note of your various comments to improve the communications around events like this.

A good idea would be for you to have a support telephone number that doesn't go down when you have server trouble.

drunkmonkey

Sorry to drag up an old thread but it seems to be fully down, no website, can't make or recieve calls on any of our phones, anyone know what's going on or how to contact them?

creditcontrol

Blueface down again for over an hour. Also their website is down and their support lines down.

Last time this happened I emailed them and they assured me they were revising their support to cater for instances like this. They obviously havent done so.

This service is business critical for me. I cant afford to stay with a provider who does not have adequate contingency plans and who I cant contact when things go wrong.

Poor show.

salesjobs.ie

Dear Customer,

We are experiencing intermittent service on incoming and outgoing calls, which has impacted a number of our customers. We apologise unreservedly for this inconvenience. A team of engineers are addressing the issue in an urgent manner and we aim to restore services shortly.

Apologies for the interuption in your service

Regards,

Alan Haverty

Blueface Commerical Team.

drunkmonkey

There support number is working, they've no real info there just taking email addresses and will give an update in a while, not much point calling them I think we just got to wait it out... This is the number I got them on 0818 259 501.

They said some customers were having problems in certain areas but I'd say it's nationwide.

mickbyrne

Twice in four months. I transferred all my incoming and outgoing calls to Blueface 5 months ago and I'm not best pleased about this. Surely there should be redundancy built into their systems. For the 2-3 days I've noticed call quality dropping - Is this related? Maybe I need to reconsider my service provider!

creditcontrol

Thanks for update Drunkmonkey. Looks like a repeat of last outage. If their website is down I'd bet their whole service is out. The support number they sent me certainly dont work. Where did you find that support number?

creditcontrol

0818 number isn't working for me

salesjobs.ie

I got thru on that a while back.

egan007

Would it have killed them to email their customers

garrettr

[None of those support numbers listed above connect for me...]

Blueface has dropped of the face of the earth again with no incoming or outgoing calls, their website gone, and all of their support numbers offline... Anyone else?

G

JDxtra

Red faces all-round I guess.

creditcontrol

If anyone knows a good alternative supplier I'd be interested in moving. I cant afford for this to happen every couple of months. They should have learned from the problems last time.

drunkmonkey

Someone mentioned the merrion exchange is gone down and it's not just blueface effected. Imagine is down as well I think.

I'm not leaving, the eircom option would cost me thousands, just hope they get it sorted quickly and buy some co location services when there back up and running.

prof_frink_2000

Sip registrations are timing out, looks like a network issue for them.

The Big Gig

I was trying to sign up today! might have to reconsider.

natlu2809

Would be good to temporarily redirect the DNS record to a page with a message rather than a blank timeout, even if the outage isnt anything to do with blueface themselves. No news is not good news.

harryd2

still down.. business customer here also.. grrrrr :mad:

Merjock

natlu2809 wrote: »

Would be good to temporarily redirect the DNS record to a page with a message rather than a blank timeout, even if the outage isnt anything to do with blueface themselves. No news is not good news.

Agreed. Doesn't look good. Even their listed office number 01-436.1700 isn't working. Though I'm sure if they were gone out of business, we'd have heard some rumours at least. Have to say, it's the first time I've ever really had problems with their service.

Blueface Support

We are experiencing a problem on our Network and we apologise unreservedly to our customers impacted. We are making our best effort to keep customers informed via sms, emails and calls from our Support Centre.

If you have not received a communication and want to stay updated you can pm me your contact details and I will keep you posted. Again we apologise unreservedly and are working to resolve this issue as as soon as possible.

Thank You,

Blueface Support

salesjobs.ie

Seeing as my business has effectively stopped dead for most of the afternoon & is costing me money, perhaps they might consider offering a weeks free credit to their clients?