April 15th 2009 Outage

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Dennis P
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April 15th 2009 Outage

Post by Dennis P » Wed Apr 15, 2009 8:50 am

ooma experienced another outage this morning from 3AM to 6AM (pacific time). The trigger was another flap in our Internet connection. We again throttled users coming back online and restored full connectivity at 6AM. If your ooma device is not back in service, please power cycle the device. Pull the power out from the back of the ooma Hub, wait one minute and then plug the power back in.

I will follow-up with more details and an action plan later today.

lohertz
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Re: April 15th 2009 Outage

Post by lohertz » Wed Apr 15, 2009 9:04 am

Thanks Dennis

niknak
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Re: April 15th 2009 Outage

Post by niknak » Wed Apr 15, 2009 9:07 am

Please consider a link on your home page for network status, instead of having to dig through discussion board posts
thanks!

tommeeksfamily
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Re: April 15th 2009 Outage

Post by tommeeksfamily » Wed Apr 15, 2009 9:29 am

Thanks for the update. Maybe an RSS feed with status, similar to what Amazon does for their AWS services. http://status.aws.amazon.com/

slyreptile
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Re: April 15th 2009 Outage

Post by slyreptile » Wed Apr 15, 2009 9:45 am

niknak wrote:Please consider a link on your home page for network status, instead of having to dig through discussion board posts
thanks!
Yes, please do something else to announce network status. Websense filters out forums (at my place of employment), so I'm unable to check network status unless I'm home.

mipmap
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Re: April 15th 2009 Outage

Post by mipmap » Wed Apr 15, 2009 10:15 am

There is a very simple thing Ooma can do right away, it only requires one person.

As soon as there is an outage, post a message to the forum and provide a link on the Ooma homepage.

It is not acceptable to get notice from Ooma about the outage, after the outage is over.

The message just needs to be a simple "We are aware of it and are working on it." But please do it as soon as there is a problem.

Otherwise you leave every Ooma customer out there wondering whether it is only their problem, or is it everyone's. Some of us are savvy enough to come here to the Discussion Forums and figure out it is an Ooma-wide problem, but that's not good enough.

My mom doesn't know how to do this, nor should she.

Even when some of us figure out it is an Ooma problem, no communication from Ooma until after the fact makes you guys look like you aren't doing anything (when I know you are probably working very hard on it).

Bottom line: Communicate with your customers. Start simple, do anything, then add to it from there: e-mail, RSS, dedicated system status page, etc. Any little bit of information will help everyone.

Thanks,
Erik

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skellener
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Re: April 15th 2009 Outage

Post by skellener » Wed Apr 15, 2009 10:34 am

Yes, please use multiple forms of communication for an Ooma outage. Notice on Ooma homepage, post in the forum, twitter, RSS feed, email. Not everyone gets their information the same way so using, multiple forms of communication will keep as many people in the loop as possible.

lohertz
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Re: April 15th 2009 Outage

Post by lohertz » Wed Apr 15, 2009 10:36 am

tommeeksfamily wrote:Thanks for the update. Maybe an RSS feed with status, similar to what Amazon does for their AWS services. http://status.aws.amazon.com/
Like it

mixer
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Joined: Wed Apr 15, 2009 4:09 am

Re: April 15th 2009 Outage

Post by mixer » Wed Apr 15, 2009 10:38 am

mipmap wrote:There is a very simple thing Ooma can do right away, it only requires one person.

As soon as there is an outage, post a message to the forum and provide a link on the Ooma homepage.

It is not acceptable to get notice from Ooma about the outage, after the outage is over.

The message just needs to be a simple "We are aware of it and are working on it." But please do it as soon as there is a problem.

Otherwise you leave every Ooma customer out there wondering whether it is only their problem, or is it everyone's. Some of us are savvy enough to come here to the Discussion Forums and figure out it is an Ooma-wide problem, but that's not good enough.

My mom doesn't know how to do this, nor should she.

Even when some of us figure out it is an Ooma problem, no communication from Ooma until after the fact makes you guys look like you aren't doing anything (when I know you are probably working very hard on it).

Bottom line: Communicate with your customers. Start simple, do anything, then add to it from there: e-mail, RSS, dedicated system status page, etc. Any little bit of information will help everyone.

Thanks,
Erik

Erik is totally right. You MUST inform the user base of your status especially if we can't call you!!! Take care of us and we will take care of you. Your entire business model depends upon us being loyal to the network. And I love the model. But you have to be more responsive to us. OK? Nuff said.

srlish
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Joined: Mon Apr 13, 2009 2:26 pm

Re: April 15th 2009 Outage

Post by srlish » Wed Apr 15, 2009 10:45 am

slyreptile wrote:
niknak wrote:Please consider a link on your home page for network status, instead of having to dig through discussion board posts
thanks!
Yes, please do something else to announce network status. Websense filters out forums (at my place of employment), so I'm unable to check network status unless I'm home.
I too am in favor of a status bar or page. Would be very helpful!

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