Whirlpool

Yet again My Net Phone is out again.

All our phones are down. Their website is not up so we can forward calls to our mobiles.

And Shock, their phones are down – Maybe they should not use VoIP!

The last time we had a problem they took a week to call us back.

During the day their business team is often in a meeting and no calls can be answered – the residential team say they are locked out of the business side and cannot help.

They also add random additional charges to our bill.

I can't stress enough that you should not put your business lines with this company.

Can anyone recomend someone that can offer 99.9% up time?

I've been with mynetfone for about 18 months now and this is the first time I can remember them going down.

MNF are 99.9% & 99.6%!

http://ozvoipstatus.com/?page=stats

rpt2000 writes...

I can't stress enough that you should not put your business lines with this company.

You rely on running a business with VoIP trunks?

Can anyone recomend someone that can offer 99.9% up time?

Telstra

Oh and I forgot,

They lack basic functionality for a PBX even when the services is up: you cannot have sequential call groups!

We have also never been able to transfer calls, they say it is our network but we have tried on several different networks now.

Its now been 47 minutes that their server has not returned a ping!

/forum-replies.cfm?t=1233739

This outage is effecting alot more just then us. There seems to be an power outage at Equinx.

Cary Schultz writes...

This outage is effecting alot more just then us. There seems to be an power outage an Equinx.

There's anothere thread on this too /forum-replies.cfm?t=1233750

website went up and sip servers followed a couple of minutes later for us about 2 minutes ago...

SIP trunks are registered, however I can only make calls to MNF's internal system only ie. 121, 151 & 181 and no number other than that... that includes mobiles,residential and business numbers!

And your fail over? Tell me you have one? Power outages occur.

Not having a fail over is gross negligence, we will be seeking substantial compensation from the damage to our business that you caused today.

rpt2000 writes...

we will be seeking substantial compensation from the damage to our business that you caused today.

Let us know how you go with that.

rpt2000 writes...

we will be seeking substantial compensation from the damage to our business that you caused today.

There are NO service guarantees with VoIP....

If you are a business user.... who needs service availability.... then PSTN is the ONLY way to go!!!

Loss of service = loss of customers..... and that is YOUR fault – not the fault of the VoIP provider!!!!!

rpt2000 writes...

Not having a fail over is gross negligence, we will be seeking substantial compensation from the damage to our business that you caused today.

Pretty sure there are no SLA's for VOIP. I love it, saves me a lot of money but am always prepared with alternate providers and PSTN as VSP's and the internet itself can't beat copper for day to day reliability.

"Not having a fail over is gross negligence, we will be seeking substantial compensation from the damage to our business that you caused today."

sorry, what about YOUR redundancy plan? you've never had a power outage or loss of network for a period of time? and i'll assume as your complaing about mnf being down that you don't have your own backup plan?? yes, your right. gross negligence. ON YOUR PART.

rpt2000 writes...

Not having a fail over is gross negligence, we will be seeking substantial compensation from the damage to our business that you caused today.

lol, quote of the year.

My services are running again.....

Thanks for updates Cary, Hopefully MNF can learn from the experience and take steps to limit future failure.

So they have been out since 11:20 AM is it! I just tried and the Network is still down. Can't get through to their support either. Any idea when they expect to be back up.
I must say that this is the first time it has happened to me in the 12 months I have been with them.

See this article from The AGe

http://news.theage.com.au/breaking-news-national/blackout-across-five-states-20090702-d5ye.html

Ilikeit writes...

I must say that this is the first time it has happened to me in the 12 months I have been with them.

Welcome to the world of IP. We all took Telstra PSTN for granted :)

Outbound VOIP is working. Still negative on inbound routing.

whilst I can feel your frustration, this time MNF are not really to blame.. the equinix data centre in Sydney – which is meant to have a high level of redundancy – had a major power outage this morning, and for some strange reason (which I'm sure is undergoing some harsh scrutiny at this very moment) – the backup processes they have in place didn't do their job.
This affected quite a number of clients, of which MNF is one.

Having PSTN lines does not help when their server is down, the calls do not get forwarded.

rpt2000 writes...

Having PSTN lines does not help when their server is down, the calls do not get forwarded.

This is clearly an exceptional case... full power outage at a carrier grade facility... In my view the facility has failed in it's deliverable of providing reliable power.

Alliance1911 writes...

Outbound VOIP is working. Still negative on inbound routing.

Both directions seem to be working OK now and I'm in Sydney

ralphtad writes...

Both directions seem to be working OK now

+1

For a VoIP provider to be based in one DC is nuts. We are a sub $2m company and our infrastructure is based in 2 states for this very reason. I am shocked that I am the only one who seems to think this is not ok?

MNF should not pitch for business business if they cannot deliver. A DC outage should not shut a web based company down.

The phones just started ringing again.

Sydney south and having both phone and net connection problems

Its not surprising things get broken when there is a major power outage affecting five states. For what its worth, I haven't noticed ANY service problems in Brisbane (well apart from most of the southside traffic light being out yesterday, but that was caused by a failed 11kv underground cable at Runcorn )

I've been with MNF & engin for more years than I remember and have found them both INFINITELY more reliable than Tel$tra or OPtu$. Call centres are locally based & employ mostly Australian english speakers with functional grey cells as opposed to the untrained / ignorant speakers of gobbledegook who infest Tel$tra / OPtu$ / Vodafone. Never once had an overcharge from MNF or engin either, which is more than I can say for Tel$tra / Optu$ / 3. There are good reasons why I replace the 's' with '$' and overcharging is only one of them.

rpt2000 writes...

A DC outage should not shut a web based company down.

Don't point your finger at MNF. There are hundreds of web brands that are located in only one DC.

The whole point of paying the DC is so that they worry about power, air con and security.

MNF is the visible party here, but there are lots of others who also suffered an outage today... and all because the Equinix stand by generator failed to kick in! If the stand by had kicked in, then there would be no problem, regardless of a 5 state black out!

rpt2000 writes...

I am shocked that I am the only one who seems to think this is not ok?

You have obviously bought from the wrong company then. Go talk to Telstra, Optus, or Macquarie Telecom if that's what you are looking for. The rest of us didn't seem to have an issue with the outage, and yes, I'm a business customer as well.

Easy to tell who doesn't have redundant power systems in equinix.

childrencollide writes...

Easy to tell who doesn't have redundant power systems in equinix.

Pennytel as well.

I've used MNF since 04/05 and this is the first issue I recall. In that time, I've made a tonne of 10cent flat calls interstate and from overseas back to Aus.

PS I am in a competitive position to MNF – but credit where credit is due.

PPS "Yet again My Net Phone is out again" is bad grammar – in a hurry to troll?

Equinx power went off there back up systems failed
this is a multi million dollar data centre where the POWER DONT GO OFF
we lost all our systems and servers and in the same case a mnf
no power no go
iall i could do was sit in front of the heater no phone no pc no customers oh it was so good

rpt2000 writes...

Yet again My Net Phone is out again.

All our phones are down. Their website is not up so we can forward calls to our mobiles.

And Shock, their phones are down – Maybe they should not use VoIP!

The last time we had a problem they took a week to call us back.

During the day their business team is often in a meeting and no calls can be answered – the residential team say they are locked out of the business side and cannot help.

They also add random additional charges to our bill.

I can't stress enough that you should not put your business lines with this company.

Can anyone recomend someone that can offer 99.9% up time?

i love how people choose to go with voip as its cheaper than pstn, then complain when its not as reliable as pstn.

if you want pstn reliability, get pstn and pay the premium for it. if you want cheap, use voip.

childrencollide writes...

Easy to tell who doesn't have redundant power systems in equinix.

If you read Cary's post, MNF does have redundant power at Equinix... the problem is Equinix shut down the primary and the redundant feeds... what do you do then?

If you know about data centers, they are meant to provide faultless power... that's why you pay the big bucks!

rpt2000 writes...

For a VoIP provider to be based in one DC is nuts. We are a sub $2m company and our infrastructure is based in 2 states for this very reason. I am shocked that I am the only one who seems to think this is not ok?

MNF should not pitch for business business if they cannot deliver. A DC outage should not shut a web based company down.

Would it have made a difference in this case (complete power failure)? Can phone numbers terminate in more than 1 location so that if the place where they do terminate goes completely off the air the inbound phone calls can be routed to a second termination point?

Dave M writes...

if you want pstn reliability, get pstn and pay the premium for it.

Could you please explain to me what happens when these so called EXPENSIVE and RELIABLE PSTN systems fail because someone put a digger through a cable or the pits get flooded because of rain etc. How do they keep opperating?

These are things that are beyond their control, the same as the power outage was beyond the control of all those CHEAP VSP's that use it.

slip-stream writes...

If you read Cary's post, MNF does have redundant power at Equinix.

Others who have redundant power did not suffer a total outage today.

childrencollide writes...

Others who have redundant power did not suffer a total outage today.

Only some of Equinix was affected.

marty writes...

all i could do was sit in front of the heater no phone no pc no customers oh it was so good

Marty I like your thinking ;)

Everything seems to be operation again on my asterisk server at home (I use PT and MNF). Is anyone still having any issues?

James Taylor writes...

Is anyone still having any issues?

Looks like silence is golden. All good here now.

Alline writes...

Looks like silence is golden

... not when you're using VoIP ;-)

Although I get the gist of your meaning

Good point. I don't know.

------------------
Would it have made a difference in this case (complete power failure)? Can phone numbers terminate in more than 1 location so that if the place where they do terminate goes completely off the air the inbound phone calls can be routed to a second termination point?

Only a 3 minute reportage outage? I think we can all agree the outage was more than 3 minutes. How reliable is this website?

scrag writes...

MNF are 99.9% & 99.6%!

http://ozvoipstatus.com/?page=stats

rpt2000 writes...

Only a 3 minute reportage outage? I think we can all agree the outage was more than 3 minutes.

Three Billion routers (all with different ISP's) I maintain logged the MNF Sip10 outage in Perth as 88 minutes. A fourth on Sip00 for 15 minutes. Why the difference with Oz Voip?

OldTech writes...

Three Billion routers (all with different ISP's) I maintain logged the MNF Sip10 outage in Perth as 88 minutes. A fourth on Sip00 for 15 minutes. Why the difference with Oz Voip?

Weren't some people also reporting that the service registered, but they could not receive calls via DID's? If this is the case then Oz Voip will not be able to track this sort of failure.

Perhaps, but in our case(s) the service had clearly lost registration.

Jul 02 08:53:29 home.gateway:sip_SipTransactionManager_?:none: SIP Registration Error 1 for phone 09xxxxxx

I have never set up a business without:

1. PSTN fallback through at least two lines, you still need some copper
2. Two VOIP providers, so if one fails you have another
3. A secondary IP provider, usually ADSL primary and 3G secondary with two very separate companies.
4. Finally a good UPS on the Router, PBX, POE Switch so that the phones keep going when the lights go off.

You may want to try these options if customers are essential to you.
My full time job is supporting an emergency call centre, and those customers are important.

Cheers

Since yesterday, we've had quite a few calls dropping out after a few minutes. This wasn't happening prior to the outage yesterday.

We're using sip00.mynetfone.com.au with different accounts on diff ISPs (internode, telstra business), and the dropouts are happening on all accounts.

stewartjm writes...

1. PSTN fallback through at least two lines, you still need some copper
2. Two VOIP providers, so if one fails you have another
3. A secondary IP provider, usually ADSL primary and 3G secondary with two very separate companies.

We have all of the above. And we were able to make calls (iinet + telstra). + we all have mobiles anyway.

How can you make the main number stay up for incoming calls?

Maybe use a 1300 number and change the redirection (or setup a forwarding fallback number)

Spudling writes...

Since yesterday, we've had quite a few calls dropping out after a few minutes. This wasn't happening prior to the outage yesterday.

Try rebooting everything. Routers, ATA/phones...

OldTech writes...

Why the difference with Oz Voip?

Does OZ Voip specify their definition of "downtime"?

Is a service down when
1) their servers do not respond to pings
2) Unable to logon/register to account
3) Unable to make a VOIP call
4) Unable to make VOIP and landline calls
5) Unable to make one of any VOIP or landline calls
?

If your definition and Oz VOIPs definition do not match up then there is a possibility that you could be mislead by the figures.

Anyone having mynetfone issue in Melbourne ? My calls were dropping off occassionally a few days ago. Yesterday night, the phone were stucked in engaged tone. Same thing today. No calls out and no calls in. Tried reseting voip device and cable modem. No difference. Only internet is working. Voip device status screen showed it failed to register.

Hmm. Weird. I unplugged all the phones & logged a support call. Now mynetfone is working again. One of those steps must have did the job.

Mine's been dead for 2 days. Hardware reboots have made no difference. Maybe my modem has konked out after all. In the past it has miraculously revived after a day, 2 days.... it's looking bleek.
Anyone tried to replace the Netgear with another modem? Maybe the Cisco PAP2T.
Comments???

Yes, I had the same issue, busy tone, in Melbourne, wasn't working from yesterday afternoon until midnight. But just now I called and wife answered, so it's OK now.

Not sure whether it's the router or the network, I'm on Bigpond Cable. All good now.

Just checked mine. Still out. I'm in a queue to talk to MNF right now. Hopefully all will be OK. Glad yours is back online. :)

KLM writes...

Just checked mine. Still out. I'm in a queue to talk to MNF right now. Hopefully all will be OK. Glad yours is back online. :)

There may have been a Big Pond outage in your area. Try power cycling the modem and router.

jasjas writes...

One of those steps must have did the job.

Out of interest, are you on Big Pond cable?

Hi guys, we started getting calls yesterday evening about some TAs and WGRs not being able to register.

After investigating it seems like we made a change to a old DNS IPs in the devices that were affected. We had a redirect in place to prevent any issues from happening but it seems like the redirect did not work properly.

This caused the DNS values not being able to resolve our sip servers.

We have since identified the problem yesterday evening and fixed up the issues this morning.

I do apologise for the inconvenience caused.

My Netgear TA612V [mynetphone version – unlocked] is just sitting here blinking yellow lights. Was fine earlier today.

edit: It came good, disregard.

Unfortunately after starting off as a great alternative to the telco's, MNF have fallen into the poor service category.

It's a shame. I've used them for 3 years with previous companies and now its very difficult to get technical support if you are a business. The tech let slip they only had one tech support person in business yesterday. Follow up emails have resulted in zip.

MNF is not really that cheap either. We've just ordered some Telstra PSTN lines that give us unlimited local and STD calls for $40/month. As we make thousands of calls a month its no more expensive.

Hi chriscol, we have more than 1 person in our business tech support team. Personally i saw at least 3 yesterday with a few others i didnt see.

Can you send me your ticket number and or details and i will have our business team have a look into it.

chriscol writes...

I've used them for 3 years with previous companies and now its very difficult to get technical support if you are a business.

So what exactly is the problem you're having? Perhaps Forum members could help

chriscol writes...

MNF is not really that cheap either.

Seems to contradict your previous post a little

/forum-replies.cfm?t=1786866#r2

citizen_smith writes...

Seems to contradict your previous post a little

I guess the poster has the prerogative to change his mind.

However it's not helpful when the circumstances of the grievance isn't revealed.

ralphtad writes...

Try power cycling the modem and router.

Or simply wait for the mynetfone reps to agree and confirm that there is a problem with their systems?

Caulfield Man writes...

Or simply wait for the mynetfone reps to agree and confirm that there is a problem with their systems?

It depends – at the time of the reported outage by the poster (KLM), Telstra was carrying out maintenance. As KLM had already reported the problem to MNF, it seemed reasonable to investigate other avenues.

OK, not really an MNF outage I think, but given that it could be related thought I post here.

I am failing to register to MNF. Have installed a new router (Draytek Vigor 2830n) and have posted in their area here /forum-replies.cfm?t=1814959#r1

Can anyone here who might know look at this link please.

Dancing Bear writes...

Can anyone here who might know look at this link please.

If I understand correctly you have two SPA3102's on the same network. I would try changing one of the SIP Port addresses to 5064, save and then powercycle the ATA's and router.

ralphtad writes...

I would try changing one of the SIP Port addresses to 5064

They are on different ones 5060 and 5061, but if the problem reoccurs, I'll keep this idea up my sleeve. Any particular reason why 5064 rather than 5060 and 5061?

Dancing Bear writes...

Any particular reason why 5064 rather than 5060 and 5061?

No, just anything but 5060

If you only have one SPA3102 connected, does it still lose registration?

ralphtad writes...

If you only have one SPA3102 connected, does it still lose registration

Hi Ralph, it suddenly all came good for no apparent reason – see comments on other thread. I have absolutely no idea why it was not working. This one definitely goes in the weird category.

Dancing Bear writes...

They are on different ones 5060 and 5061, but if the problem reoccurs, I'll keep this idea up my sleeve.

There is no need to use different sip ports as your modem will differentiate with different nat sessions as each ata will have a different ip. A lot of atas allow multiply providers and all will use 5060 but your router will set up different nat sessions based on different destination ip addrs.

Robnll writes...

There is no need to use different sip ports as your modem will differentiate with different nat sessions as each ata will have a different ip

Derhhhh, obvious. Don't know why I forgot that! Too many changes lately on too many fronts... Ah well the fact that they use different SIP ports is not going to be an issue.

Dancing Bear writes...

Hi Ralph, it suddenly all came good for no apparent reason – see comments on other thread. I have absolutely no idea why it was not working

Yeah I hate that when it happens.

I am running MNF through an Elastix box and just recently (maybe 2 Weeks) I find that the line is falling out on just about every call.
Perhaps this is a symptom of the problems MNF are having or should I be looking elsewhere in the system.?

Brian 49 writes...

I am running MNF through an Elastix box and just recently (maybe 2 Weeks) I find that the line is falling out on just about every call.

Probably you should give MNF support a ring. If you are getting drop outs that frequently it obviously isn't the norm.

Went out to a customer's home last night at 6.30pm to investigate their mnf naked dsl dropping out regularly. Went after hours knowing that MNF support was open till 8pm.

Get there, call 181, and for yesterday evening only, the call centre was closed at 630pm!

Christmas party?

Dave M writes...

Christmas party?

https://www.mynetfone.com.au/Contact, spot on.