GetWiza - Notice history

The incident has been resolved

The fibre break has been repaired and services have been restored. If you're still experiencing connectivity issues, please reboot your router by unplugging both your GetWiza router and Fibre Geeks ONT device from power, waiting 2 minutes, and then plugging them back in. Please allow for another +-2 minutes for your connection to re-establish. If you're still experiencing issues thereafter, please pop us a WhatsApp message so that we can assist you further.

We've received feedback from FIBRE GEEKS that their backhaul provider has identified the location of the fibre cable break in the area, and repairs are currently underway. No ETR is available at this time. We'll continue to provide updates as they become available.

FIBRE GEEKS have identified the fault to be backhaul-related, and they are working with their upstream fibre provider to locate the cause and implement a solution. We'll continue to provide updates as they become available.

We are pleased to confirm that Openserve have restored connectivity, and all services should be back online. If you are still experiencing connectivity issues, please try rebooting (NOT resetting) your router by disconnecting your router from the power source, wait for 2 minutes, and then turn the router back on and allow it a few minutes to reconnect. If the issue persists after rebooting, please send us a WhatsApp message so we can investigate and assist further. Thank you for your patience and understanding.

Openserve technicians are in the process of physically tracing the fibre to locate the issue. This involves identifying the exact location of the fault, which can be time-consuming due to the complexity of the network infrastructure. Unfortunately, no ETR is available at this stage. We are actively putting pressure on Openserve to expedite the process and provide timely updates. Thank you for your understanding and patience.

Openserve have dispatched a technician to address the issue with their equipment in one of their Data Centres. The root cause has been identified as a port issue on their network interface. ETR (Estimated Time to Resolution) from Openserve: within the next 2 hours.

Openserve have identified and escalated the matter internally and are attending to the issue. We'll provide further updates as they become available.

FIBRE GEEKS have implemented a working solution and connectivity has been restored. If you're still experiencing connectivity issues, please reboot your router by unplugging both your GetWiza router and Fibre Geeks ONT device from power, waiting 2 minutes, and then plugging them back in. Please allow for another +-2 minutes for your connection to re-establish. If you're still experiencing issues thereafter, please pop us a WhatsApp message so that we can assist you further.

FIBRE GEEKS have identified the issue as a fibre break in their main fibre line in the Parklands, Sandown area. Although their backup connection activated, an upstream device on the backup route subsequently failed, resulting in the current outage. Their team is actively working on a resolution and will provide us with further updates as progress is made.

FROGFOOT have reported that the outage has been resolved. If you're still experiencing connectivity issues please send us a WhatsApp message so that we can assist.

Frogfoot have resolved the outage

-- Technicians are busy pulling slack on the fibre cable to start splicing.

-- There is a major cable break in the area. Techs are onsite assessing the damage. No ETR currently available.

The incident has been resolved

This outage is currently linked to the Frogfoot outage, as Thinkspeed makes use of Frogfoot for backhaul services. Please refer to the Frogfoot outage for detailed updates.

The incident has been resolved

Frog foot confirmed that this outage was resolved on 03/01/2025 @ 14:54. Please restart your devices and contact our Support Team at 021 204 4878 or support@getwiza.com should you still experience connection issues.

Letter from Frogfoot: We would like to share the latest update on the network disruption affecting the Western and Eastern Cape regions. 2 January 2025 During preparations for a planned upgrade to our core hardware devices, it was determined that the upgrade would not address the underlying issue. Following additional testing, our team identified a solution to stabilize the network load caused by the software bug. This involved installing two additional core routers on the Cape Town leg of our network, which were successfully implemented overnight. 3 January 2025 The new core routers stabilized the network load, enabling our teams to pinpoint the exact trigger of the software bug. This was traced to a node in our network ring. A maintenance technician has been dispatched to the affected node, and with support from our core team, the triggering switch will be rebooted. We will continue to monitor the network closely and have all support teams on standby to address any further issues. We appreciate your patience and understanding as we work to resolve this issue fully and restore seamless connectivity. Regards, The Frogfoot Team

Latest update from Frogfoot: -- The on-site tech and our CORE team have rebooted the switch, they are currently completing the required checks. Stability will be monitored over the next hour and we will provide further updates.

Latest update from Frogfoot: -- Tech has been on site since 09:30 and the core team has been investigating remotely, we are awaiting further updates on the investigation.

Latest update from Frogfoot: -- We discovered that there is an the underlying fault that triggered the juniper issues which had not yet been identified. Our change last night resolved the juniper issues, and with the junipers stabilized we have managed to identify the underlying issue. Core team is now working on resolving the underlying issue. -- We have identified a loop on the network which seems to be originating from the table view switch. The core team have disabled that backhaul as a temp fix. We are monitoring for stability. A tech is en route to site and the ETA is 20minutes. Core team will work remotely with the tech to implement a permanent fix.

Latest update from Frogfoot: 2025-01-03 -- New hardware devices have been installed and CORE teams are busy setting up and installing configs. Once completed we will perform a reboot under a more balanced load and then perform checks. -- New device configurations are still underway, some services have been moved over to the new routers and we are expecting to perform a reboot once we have completed enough to balance the load. Further updates will be provided as we progress. -- The Core team has completed moving over some services to the new routers and are now performing a reboot of the routers, once the reboot has been completed they will conduct some checks -- The routers have been rebooted and the Core team is busy performing some checks. Further updates will be shared.

Latest update from Frogfoot: -- T3 is pulling logs to continue to investigate. More updates to follow.

Lastest updates provided by Frogfoot: -- Teams is still finalizing the checks for the upgrade developed with the Vendor. Some risks have been identified which could cause further impact and the Vendor has added a more senior engineering team to assist with this troubleshooting. More updates will be provided in the next 30 - 45 minutes. -- Additional logs collected by the Vendor indicate that there is an underlying issue on the FPC's that needs to be resolved before any firmware upgrade is implemented. It is highly likely that resolving this underlying issue will also resolve the intermittency issues and negate the need for any additional firmware upgrades. Vendor and Frogfoot Engineering Teams are actively troubleshooting and we will provide more updates as they progress.

Latest update from Frogfoot: The upgrade developed jointly with the Vendor has been prepared and is currently undergoing final checks. Once ready we will begin the upload to the affected devices which will take around an hour per device (2 devices in total). We will provide more accurate timeframes as we begin the processes.

Frogfoot have replaced 2 x line cards, however the issue persists. Some services have been re-routed which will result in degraded performance. Frogfoot are working with their vendor to have the fault resolved this morning.

Services have been restored. If your connection is still offline, please reboot your router by disconnecting from power for +-2 minutes, and then plugging back in. Please allow for another 2 minutes for your connection to reauthenticate. If you're still experiencing connectivity issues after this, please let us know so that we can assist you.

The incident has been resolved

Technicians have been dispatched to identify and resolve the fault

Fibre Geeks have identified an issue with their 3rd party backhaul provider. The backhaul provider is investigating