Schools Broadband issues

[winng]

We've just come back online. Filter 17

[nathan]

We've just come back online. Filter 17

 

confirmed we are back up too. Hopefully fortinet got an understanding of whats going on.

[jertsy]

5 looks good

[clockend25]

We've lost access to Google this morning. Is the proxy shafted? Had an email about the new certificate yesterday but I'm sure that was to be done for some time later in December...

[nathan]

i think it's gone again?

[jertsy]

@SchoolsBroadband could I have an update on the PM I sent on 8th November as no one has been in touch, and Im pretty sure our Head Teacher wants someone to come to site to discuss the issues we have been having of late and I need an account manager who will do that.

[tinca492]

filter 11 here, but then changed to filter 12 at some point this morning???? got some connectivity but major issues with MS volume licencing centre, youtube etc

 

did get a brief mailshot type email from mr yorke the other day apologising. However was promised telephone call last week that did not happen,

 

I have also requested site visit to discuss options, but not been successful to date.

 

They don't seem to realise that even a 30 minute outage corresponds to (0.5hr x 70 members of staff) 35 man ( should that be person?) hours lost that have to be made up somehow. The pupils have had significant disruption to their learning so goodness knows how they are meant to catch up

 

Totally unacceptable and the constant blaming of Fortinet/Lightspeed is getting boring, The school does not have a contract with those two companies we have a contract with schoolsbroadband.

 

We will now have to consider exit clauses as this level of disruption cannot be sustained

[winng]

Yes it's gone......

[nathan]

@SchoolsBroadband could I have an update on the PM I sent on 8th November as no one has been in touch, and Im pretty sure our Head Teacher wants someone to come to site to discuss the issues we have been having of late and I need an account manager who will do that.

 

Why don't you talk to your account manager by email or phone call? Remember this isn't the official way to communicate with them.

[nathan]

filter 11 here, but then changed to filter 12 at some point this morning???? got some connectivity but major issues with MS volume licencing centre, youtube etc

 

did get a brief mailshot type email from mr yorke the other day apologising. However was promised telephone call last week that did not happen,

 

I have also requested site visit to discuss options, but not been successful to date.

 

They don't seem to realise that even a 30 minute outage corresponds to (0.5hr x 70 members of staff) 35 man ( should that be person?) hours lost that have to be made up somehow. The pupils have had significant disruption to their learning so goodness knows how they are meant to catch up

 

Totally unacceptable and the constant blaming of Fortinet/Lightspeed is getting boring, The school does not have a contract with those two companies we have a contract with schoolsbroadband.

 

We will now have to consider exit clauses as this level of disruption cannot be sustained

 

You sure the filter has changed? It would mean having to change the filter agents installed around the school? We sometimes get a blocked message from another filter server than the one we are on.

[Bob_the_Goon]

Ours came back on 20 minutes or so ago but went back off within 5 minutes.Still off now. We're on filter 11

[tinca492]

only going by what the url box was saying when we had a "page can't be displayed" type result when trying to access MS Volume Licencing etc

[fiza]

Ours came back on 20 minutes or so ago but went back off within 5 minutes.Still off now. We're on filter 11

 

Our Primary School is on filter 11 but no reports of outage today.

[nathan]

are the lightsppeds just seperated by the different filter addresses or is that the fortinet firewalls too?

[jertsy]

Why don't you talk to your account manager by email or phone call? Remember this isn't the official way to communicate with them.

 

Thats the whole point, I have never had anyone out to see me in 2 and a half years, despite repeated requests but I seem to get a response via here

[nathan]

Thats the whole point, I have never had anyone out to see me in 2 and a half years, despite repeated requests but I seem to get a response via here

 

Ah i see. Do you know who your account manager is?

[Primus]

Looking good for Schools Broadband again.....good job guys!

[kysumu]

All together over 2 hours downtime today so far. Our account manager is Barry. He is usually quite good, but he is always off visiting schools and unable to get email in his autoreplies.

 

I logged a call for this issue today and got a call back saying it was up again, only for it to go down again shortly after that call. Sigh. The wait is still on. Totally wrong time of day to be sorting this sort of problem out in my opinion. Should have the redundancy to prevent this sort of issue, even if it does cost a three bedroom home.

[jertsy]

Ah i see. Do you know who your account manager is?

 

Its either Barry or Stuart but neither have ever been out here since we started the service, which I find strange.

[nathan]

All together over 2 hours downtime today so far. Our account manager is Barry. He is usually quite good, but he is always off visiting schools and unable to get email in his autoreplies.

 

I logged a call for this issue today and got a call back saying it was up again, only for it to go down again shortly after that call. Sigh. The wait is still on. Totally wrong time of day to be sorting this sort of problem out in my opinion. Should have the redundancy to prevent this sort of issue, even if it does cost a three bedroom home.

 

Barry is ours too. He is normally out and about but he normally replies to us when he can.

 

They do have redundancy, but i think that's where the issue is. Completely agree it's the wrong time to sort but if it provides them with a few clues as the problem and they can put a permanent fix in place i'll be happy.

[nathan]

I can't seem to find our SLA with Schools Broadband, does anyone have a copy (i would suspect they are all the same)?

[winng]

We can't find ours either lol

[nathan]

We can't find ours either lol

 

If i remember rightly, you can only claim a small amount of service credits for downtime.

[winng]

Doesn't really cut it does it? Kids are missing out on their education, etc. They don't get this time back!

[synaesthesia]

This is a discussion we've had privately, within our own academy chain (who's schools are all with SB) and with another much larger chain; You're right, that doesn't cut the mustard, we might get a day's rate back for every hour out but it doesn't really help in the long term. The schools want to go forward with a reliable service and I know many are considering taking it much further (outside of SB's own procedures). With education so high up on the political agenda these days, I can't see the reasons for outages/unreliability or the service credits standing up in court.