A couple of the techs from Sunrocket browse the forums on Broadbandreports.com and gave some info about the outage the other day.
reply to mph300
A lot of valid points are being made regarding our communication of outages. We do have some upgrades in the works on fleshing this out more.
That said, this most recent outage was inexcusable. As noodler said, we had recently made some massive upgrades to capacity that we thought would get us around this hump once and for all. Unfortunately, after several days of flawless operation, an unexpected condition arose that combined with a hardware failure to produce a catastrophic outage. That is about as much as I can give you.
Going in to detail on these outages, and figuring out how to phrase customer communications during and afterwards is a huge discussion point for us internally. Essentially we are trying to balance the security of our network (in some cases, like this most recent one, giving you more detail would give an overview of our hardware and network layout - an unacceptable risk as far as I am concerned) with providing you folks better information on the what happened and why it wont happen again.
Communicating this stuff effectively to such a large, diverse audience is hard to figure out and we are trying. We are listening to you guys and already have some enhanced communications capabilities in the QA pipeline right now (this from some of the excellent feedback last month).
Thanks again for all the supporters out there as well as for the critics. These forums particularly have provided us some of our most valuable feedback.
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