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There are 2 Scheduled Network Impacting Issues. Learn more...
Flinders Sub Tower -Power Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 21/10/2024 21:00 - 22/10/2024 09:00
  • Last Updated 19/11/2024 08:49

Flinders Sub Tower - Power outage

Affecting, Finders, North Adelaide and Flinders Tower


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Unexpected Radius Service Authentication (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/11/2024 17:01
  • Last Updated 19/11/2024 08:48

Dear Valued KernWi-Fi Customer,

 

Our Data Centre has notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 

PPPoE - Authentication

 

Est. restoration: TBA

 

Cause:

RADIUS Server 

 

Status:

In-Progress, Engineers investigating

Where can I track status?

We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

 

Kern Support

Wynn Vale Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 19/11/2024 08:00 - 19/11/2024 08:45
  • Last Updated 19/11/2024 08:48

Dear Valued KernWi-Fi Customer,

Our Wynn Vale Tower is currently experiencing some technically / power issues Tuesday 19th of November. 

We have a technician on route to the location. 

 

Update: 

Faulty power source replaced. All services now restored.



We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

RAA House Upgrades - Core Network Routers (Resolved) Critical

Affecting Other - KernWi-Fi / KernDC

  • 08/11/2024 19:00 - 22/11/2024 14:00
  • Last Updated 12/11/2024 17:53

Dear Valued KernWi-Fi Customer,

We will be upgrading Core Network Routers at Kern DC from Friday 8th of November 2024.

The expected outage is up to 30 mins while this upgrade is completed. 

KernWi-Fi customers in these areas may experience some interruptions to their service.

We thank you for your patience and understanding regarding this interruption and look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.


Regards
Kern Team

Unexpected Outage - Main Tower - Adelaide (Resolved) Critical

Affecting Other - KernWi-Fi

  • 16/10/2024 18:30 - 21/10/2024 16:10
  • Last Updated 20/10/2024 09:21

Dear Valued KernWi-Fi Customer,

Update 20/10/24 - 09:16

Some servers need rebooting to correct power failure. 

We will keep monitoring. 

Regards

Kern Team 

 

Dear Valued KernWi-Fi Customer,

Update 23:30

Electricians have isolated the power issue and bypassed so services can be restored. 

We will monitor and check our equipment to ensure all services are restored. 

Please let us know any issues. 

Regards

Kern Team 

 

Update 21:00

Fuse blew again. Electrician to replace and is locating the source of the problem. 

 

Update 20:45

Electricain located blown fuse in Main Powers and has replaced. All services are now restored. 

Thank you for your patience.

Regards

Kern Team. 

 

Update: 19:00

Technician on site. No Power to all of floor of building. Waiting on building electrician. 

 

We are currently experiencing unexpected outage at our Main tower Wednesday 16th of October 2024.

Our technician is currently en route to investigate and we will update as soon as this has been resolved. 


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.

Regards
Kern Team

KernWi-Fi Emails (Resolved) High

Affecting Other - KernWi-Fi

  • 01/09/2024 13:34 - 07/09/2024 10:35
  • Last Updated 02/09/2024 13:39

Dear Clients 

Our servers were upgraded over the weekend all email migrated successfully to the new server. 

The system has automatically sent our email. Please disregard. 

You will need to resubmit your email password when prompted. If you have any issues please contact our office directly on 7100 5432.

 

Regards

KernWi-Fi Team 

 

Hermitage Tower Intermittent Issues (Resolved) Critical

Affecting Other - KernWi-Fi - Hermitage Tower

  • 01/09/2024 17:53 - 02/09/2024 08:54
  • Last Updated 02/09/2024 08:53

Dear Valued KernWi-Fi Customer,

Some of our network devices on the tower have been affected by water which is causing intermittent issues with some of the equipment and supply of service.

Our technicians are investigating.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

KernWi-Fi Team 

Payment Accounts - Credit Card (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/08/2024 08:45 - 20/08/2024 07:40
  • Last Updated 21/08/2024 10:13

Dear Clients 

We are currently experiencing a issue with Credit Card payments due to a new firmware upgrade. 

This has created a higher security level to which is not currently allowing to add CVV to portal. 

Please contact the office directly on  7100 5432 for our staff to complete the transaction until this is resolved. 

Regards

KernWi-Fi Team 

KernWi-Fi SSID Upgrade (Resolved) High

Affecting Other - KernWi-Fi

  • 13/07/2024 08:00 - 10/08/2024 09:04
  • Last Updated 13/07/2024 10:51

Dear Valued KernWi-Fi Customer,

We are currently upgrading our Main Servers our Kernwi-Fi Authentication (SSID). Please use our KernHotSpot Secure SSID during this time. 

KernWi-Fi customers in these areas may experience some interruptions to their service.

We thank you for your patience and understanding regarding this interruption and look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, don't hesitate to get in touch with our Support Department (08) 7100-5432.

Regards
Kern Team

Fibre Outage - CBD and Sub Towers (Resolved) Critical

Affecting Other - KernWi-Fi / KernNBN

  • 06/07/2024 00:27 - 06/07/2024 08:35
  • Last Updated 06/07/2024 08:35

Dear Valued KernWi-Fi Customers,

We have a main Fibre Issue at our CBD Tower and surrounding areas causing connectivity issues.
Our teams are investigating. 

All services have now been restored. 

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Flinders Sub Tower - Power outage (Resolved) Critical

Affecting Other - KernWi-Fi Sub Towers

  • 22/06/2024 20:00 - 22/06/2024 23:00
  • Last Updated 22/06/2024 22:50

Flinders Sub Tower - Power outage

Affecting, Finders, North Adelaide and Flinders Tower


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

SA Power Network Scheduled - Parafield Airpor (Resolved) Medium

Affecting Other - KernWi-Fi

  • 20/06/2024 22:00 - 22/06/2024 20:50
  • Last Updated 22/06/2024 20:49

Dear Valued KernWi-Fi Customer,

Our Parafield Tower will be affected by a SA Power Network Outage Thursday 20th of June 2024 from 10.00pm - 05.00am


This will affect Parafeld, Wynn Vale ,Hermitage Tower, Golden Fields Tower. 

There should be no disruption to your service as we have our back up batteries in place. We will monitor just in case of any failure on site. 

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 

please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Planned Network Upgrade (Resolved) High

Affecting Other - KernWi-Fi

  • 27/05/2024 22:00 - 22/06/2024 20:50
  • Last Updated 01/06/2024 10:08

Dear Valued KernWi-Fi Customer,

We will be upgrading our network for KernWi-Fi / KernNBN / KernFibre over the next few weeks. You may experience small outages during this time. 

An expected outage is up to 10 mins while this upgrade is completed and will be during 12:00am - 9:00m.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We thank you for your patience and understanding regarding this interruption and look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, don't hesitate to get in touch with our Support Department (08) 7100-5432.

Regards
Kern Team

KernWi-Fi Core Upgrades (Resolved) Critical

Affecting Other - KernWi-Fi / KernNBN / Kern Fibre

  • 30/05/2024 07:00 - 01/06/2024 10:05
  • Last Updated 30/05/2024 06:40

Dear Valued KernWi-Fi Customer,

We will be upgrading our core Network on Wednesday 7.30am - 9.00am.

The expected outage is up to 30 mins while this upgrade is completed.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We thank you for your patience and understanding regarding this interruption and look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.


Regards
Kern Team

KernWi-Fi Core Upgrades (Resolved) Critical

Affecting Other - KernWi-Fi

  • 29/05/2024 07:31 - 30/05/2024 06:37
  • Last Updated 28/05/2024 15:50

Dear Valued KernWi-Fi Customer,

We will be  upgrading our core Network on Wednesday 7.30am - 8.30am. 

Expected outage is up to 10 mins while this upgrade is completed. 


KernWi-Fi customers in these areas may experience some interruptions to their service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Unexpexted Outage - Main Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 27/05/2024 15:44 - 30/05/2024 06:40
  • Last Updated 27/05/2024 17:29

Dear Valued KernWi-Fi Customer,

Our main fibre connection from our upstream provider had a small outage today Monday 27th of May. 

The issue has now been resolved.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Golden Grove Tower - Power Outage (Resolved) Medium

Affecting Other - KernWi-Fi

  • 09/05/2024 10:51 - 09/05/2024 10:58
  • Last Updated 09/05/2024 10:58

Dear Valued KernWi-Fi Customer,

Our Golden Grove Tower will have the power temporarily be turned off due to some works required on site with the building. 

Time is expected to be 1- 2 hours.  

Updated - No loss of power as works are now on a different circuit.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Power Surge Adelaide (Resolved) Critical

Affecting Other - KernWi-Fi

  • 25/03/2024 14:44 - 25/03/2024 22:20
  • Last Updated 25/03/2024 16:55

Dear Valued KernWi-Fi Customer,

Our Flinders Street Tower experienced a Fibre outage affecting Darlington, Teringie area and Melbourne Street clients. 

This was due to State Power Surge across Adelaide.  The building site will require a technician on site to restart our equipment due to the building issue. 

Services should be resotored shortly. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Power Surge - Adelaide - Wynn Vale Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 25/03/2024 16:33 - 25/03/2024 22:20
  • Last Updated 25/03/2024 16:35

Dear Valued KernWi-Fi Customer,

Our Wynn Vale Tower UPS was damage due to the Adelaide Power Surge. 

We will taking this out of service late tonight. There will be a small outage while we move the cable across. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Fibre Outage - Flinders Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 26/02/2024 09:30 - 25/03/2024 16:00
  • Last Updated 26/02/2024 17:10

Dear Valued KernWi-Fi Customer,

Our Flinders Street Tower experienced a Fibre outage affecting Darlington, Teringie area and Melbourne Street clients. 

This was due to our Carrier provided Fibre outage. The services have been restored but we are waiting on confirmation of outage. 

We will monitor over the next few days. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Extreme Weather Power Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 11/12/2023 16:05 - 11/12/2023 17:00
  • Last Updated 11/12/2023 17:11

Dear Valued KernWi-Fi Customer,

A Power Outage has caused our Flinders St Tower to come offline due to extreme weather. 

This affects clients to Teringie, Darlington, North Adelaide. 

We have a technician on route to resolve the issue. 

Update:

Power restored and services back on line. Building has power issues to which we will report to owner. This will need to be fixed in the near future. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Upper Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 08/12/2023 09:13 - 08/12/2023 09:28
  • Last Updated 08/12/2023 09:28

Dear Kern Clients 

We have found our UPS that supports the Hermitage tower is overheating and we need to take it out. 

We will lose connection for a short time while we take it out. 

Sorry for the inconvience. 

Regards
KernWi-Fi

Tower Upgrade - Hermitage (Resolved) Low

Affecting Other - KernWi-Fi

  • 13/11/2023 17:30 - 13/11/2023 17:59
  • Last Updated 10/11/2023 15:11

Dear Valued KernWi-Fi Customer,

We will be upgrading firmware on our UPS for additional backup batteries at our Main Tower at Hermitage.

Start Date: 13/11/23 - 17:30
End:Date  13/11/23 - 17:35

The firmware upgrade should only take a few minutes and will cause a reboot of service. During the reboot, there may be a disruption of service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

 If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.

 Regards

Kern Team

Unexpected Power Issue - Northern Network (Resolved) Medium

Affecting Other - KernWi-Fi

  • 03/10/2023 15:15 - 10/11/2023 15:10
  • Last Updated 03/10/2023 17:07

**Update**

Resolved - Power was restored roughly ~3:53pm (ACDT), few minor issues with restoring, but has come up all good now and peers established.

DC operator YourDC Ed Park confirmed this was related to a power event at the site impacting a power feed to our rack (Power Room 1 Offline).

Oct 306:09 UTC
Investigating - KernWi-Fi engineers are aware of a power issue and engaged the data centre operator to investigate, and further updates will be provided as information comes to hand.



Dear Valued KernWi-Fi Customer,

Unexpected Power Issue - Northern Network 

Our  technicians are invesigating

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Hermitage Tower Upgrades (Resolved) Medium

Affecting Other - KernWi-Fi Hermitage Tower

  • 28/09/2023 09:00 - 03/10/2023 15:58
  • Last Updated 28/09/2023 08:03

Our Installation / Technical Teams will be in the Hermitage / Inglewood areas on Thursday 28th of September from 9:00 a.m. – 5:00 p.m., to continue with our new tower upgrades.

Some service interruptions may occur while we are upgrading during this time.

If you have questions or are experiencing service difficulties after this schedule, please call 7100-5432 or email our support team support@kernwifi.com.au.

I would also like to thank my dedicated team for making this all possible! Thanks, guys!!

Hermitage Tower Upgrades (Resolved) Medium

Affecting Other - KernWi-Fi

  • 22/09/2023 09:00 - 28/09/2023 08:00
  • Last Updated 19/09/2023 13:04

**ATTENTION KernWi-Fi Users - UPDATE 22/09/23**

 

Our Installation / Technical Teams will be in the Hermitage / Inglewood areas on Friday 22nd of September from 9:00 am – 5:00 pm, to continue with our new tower upgrades.

Some service interruptions may occur while we are upgrading during this time.

 

If you have questions or are experiencing service difficulties after this schedule, please call 7100-5432 or email our support team support@kernwifi.com.au.

 

I would also like to thank my dedicated team for making this all possible! Thanks, guys!!

Electrical Lic # PGE 308911 ACMA Carrier Lic # 558 Test and Tag - AS/NZS 3760:2022

 

#wifi #fixedwireless #fibre #kernwifi #NBN #homenbn #businessnbn #nbnews #voip #eventwifi #electrical #electrican #licensedcarrier #licensedelectricalcompany #RFelements

Hermitage Tower Upgrade - Customer (Resolved) Medium

Affecting Other - KernWi-Fi

  • 06/09/2023 09:00 - 19/09/2023 13:16
  • Last Updated 05/09/2023 08:56

Our Installation / Technical Teams will be in the Hermitage / Inglewood areas on Wednesday 6th of September. If you haven’t been emailed directly, now is the time to call us if you are experiencing connectivity issues with us.

 Note the current Hermitage Tower is due to be decommissioned by the 11th of September 2023.


If you have questions, please call 7100-5432 or email our support team support@kernwifi.com.au.

I would also like to thank my dedicated team for making this all possible! Thanks guys!!

Electrical Lic # PGE 308911 ACMA Carrier Lic # 558 Test and Tag - AS/NZS 3760:2022


#wifi #fixedwireless #fibre #kernwifi #NBN #homenbn #businessnbn #nbnews #voip #eventwifi 
#electrical #electrican #licensedcarrier #licensedelectricalcompany #RFelements

Hermitage Tower - Software Upgrades (Resolved) Medium

Affecting Other - KernWi-Fi

  • 05/09/2023 00:30 - 05/09/2023 08:52
  • Last Updated 04/09/2023 15:40

**UPDATE 04/09/23**

We will be updating our equipment between 12:30 am – 4:30 am 5th September 20023.

Some downtime will occur during this time frame to allow us to update and assign correctly.

If you have questions, please call 7100-5432 or email our support team support@kernwifi.com.au.

I would also like to thank my dedicated team for making this all possible! Thanks guys!!

Electrical Lic # PGE 308911 ACMA Carrier Lic # 558 Test and Tag - AS/NZS 3760:2022

#wifi #fixedwireless #fibre #kernwifi #NBN #homenbn #businessnbn #nbnews #voip 
#eventwifi #electrical #electrican #licensedcarrier #licensedelectricalcompany #RFelements

Hermitage Tower Upgrade (Resolved) Medium

Affecting Other - KernWi-Fi

  • 30/07/2023 09:00 - 03/10/2023 16:00
  • Last Updated 31/08/2023 16:55

**UPDATE 31/08/23**

The long-awaited New KernWi-Fi Hermitage Tower is live and we are currently migrating customers over, this will be completed by 11th September 2023.

The new tower is fed by Air Fibre backhaul, with major increase to bandwidth, allowing for a better customer experience.

We have also identified end-of-life hardware at some of our customer's locations that will need to be reviewed / upgraded / replaced to bring up to new standards.
These customers will be contacted to discuss upgrade paths.

If you have questions, please call 7100-5432 or email our support team support@kernwifi.com.au.

I would also like to thank my dedicated team for making this all possible! Thanks guys!!

Electrical Lic # PGE 308911 ACMA Carrier Lic # 558 Test and Tag - AS/NZS 3760:2022
#wifi #fixedwireless #fibre #kernwifi #NBN #homenbn #businessnbn #nbnews #voip #eventwifi #electrical #electrican #licensedcarrier #licensedelectricalcompany #RFelements
 

KernWi-Fi Sub Towers - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi Sub Towers

  • 04/08/2023 15:00 - 04/08/2023 16:00
  • Last Updated 31/08/2023 16:40

We will be migrating some sub towers over tomorrow 04/08/23 at 15:00 – 16:00 around the Inglewood and Lower Hermitage area.
There will be some down time while this occurs to the users on these sub towers.

KernWi-Fi Support Team

Planned Service Interruption - Kern NBN (Resolved) Critical

Affecting Other - KernWi-Fi NBN

  • 19/07/2023 00:00 - 19/07/2023 03:00
  • Last Updated 31/08/2023 16:40

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi –Scheduled maintenance to physically migrate customer cross-connects.

Service Locations Effecting: 
Kern NBN 

Outage Start Date/Time: Wednesday 19th July 2023 00:00 Hrs ACST Outage End Date/Time: Wednesday 19th July 2023 03:00 Hrs ACST

Duration: Up to 3 hours


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

New Hermitage Tower (Resolved) High

Affecting Other - KernWi-Fi

  • 31/07/2023 08:27 - 30/09/2023 00:00
  • Last Updated 31/08/2023 16:39

As our New Hermitage Tower becomes live we will be upgrading all clients' equipment before migrating across to our New Tower.

You will see some small downtime as we upgrade and migrate your equipment.


We will be location on Friday 28th of August from 9am to 1pm continue the cabling works. There will be some outages while we swap over the cable. 


We will contact directly clients that will be affected by the transition to the New Tower.

We thank you for your patience and look forward to the improved experience for KernWi-Fi clients on our New Hermitage Tower.

Regards
Kern Team

Unexpexted Power Issue - Northern Network / N (Resolved) Critical

Affecting Other - KernWi-Fi

  • 21/08/2023 10:28 - 21/08/2023 12:07
  • Last Updated 21/08/2023 12:07

Dear Valued KernWi-Fi Customer,

Our Hermitage tower experienced a power failure to one of our switches. Technician is currently on route to replace the damage equipment. Currently the serivce is on line but has been intermmittant. 

Service should be offline for a short time to replace the unit. 

Thank you for your patience. The power supply has been replaced and also services restored. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

SA Power Outage - Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 31/07/2023 09:35 - 31/07/2023 15:15
  • Last Updated 31/07/2023 16:21

Dear Valued KernWi-Fi Customer,

Our Hermitage has been affected by a SA Power Network Outage today Monday 31st 2023.

We currently have our back up batteries in place. 

This will affect Hermitage Tower, Golden Fields Tower. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

SA Power Scheduled Outage - Hermitage Tower o (Resolved) Critical

Affecting Other - KernWi-Fi

  • 02/08/2023 08:00 - 03/08/2023 16:24
  • Last Updated 31/07/2023 14:40

Dear Valued KernWi-Fi Customer,

Please be advised that there is a planned power outage for our  site located at Hermitage. 

  • Reason: to install new electricity infrastructure



We currently have our back up batteries in place. 

This will affect Hermitage Tower, Golden Fields Tower. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

SA Power Outage - Darlington (Resolved) Critical

Affecting Other - KernWi-Fi

  • 28/07/2023 12:29 - 28/07/2023 14:44
  • Last Updated 28/07/2023 14:29

Dear Valued KernWi-Fi Customer,

SA Power Networks currently has an outage located  near our Darlington tower . Friday 28th of July 2023.

Estimated Restoration time is 2.45pm

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Golden Fields Outage - Lights Upgrade (Resolved) High

Affecting Other - KernWi-Fi

  • 14/07/2023 08:00 - 14/07/2023 11:53
  • Last Updated 14/07/2023 11:53

Dear Valued KernWi-Fi Customer,

Tea Tree Gully are currently upgradeing the Netball court Lights at Golden Feilds Tower Site.

This is affecting some customers in the following areas. 

Upper Hermitage and Golden Grove

The power will be offline until late afternoon  and we are unable to connect a generator to the location due to the site.  This will be the final upgrade for the lights. 

Update:

Power is now restored.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

SA Power Outage - Wynn Vale Tower (Resolved) High

Affecting Other - KernWi-Fi

  • 13/07/2023 10:30 - 14/07/2023 11:52
  • Last Updated 13/07/2023 10:32

Dear Valued KernWi-Fi Customer,

Our Wynn Vale Tower has been affected by a SA Power Network Outage today Thursday 13th of July 2023.

We currently have our back up batteries in place. 

This will affect both Wynn Vale Tower and Hermitage Tower, Golden Fields Tower. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Unexpected Power Interruption (Resolved) Critical

Affecting Other - KernWi-Fi

  • 04/07/2023 08:08 - 04/07/2023 09:00
  • Last Updated 04/07/2023 08:43

Dear Valued KernWi-Fi Customer,

Our Hermitage tower inexperienced a power failure to one of our switches. Technician is currently on route to replace the damage equipment. 

Service should be restored shortly. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Golden Fields Tower - Power Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 24/05/2023 08:00 - 25/05/2023 17:00
  • Last Updated 23/05/2023 16:26

Dear Valued KernWi-Fi Customer,

Tea Tree Gully are currently upgradeing the Netball court Lights at Golden Feilds Tower Site.

This is affecting some customers in the following areas. 

Upper Hermitage and Golden Grove

The power will be offline until Thursday afternoon and we are unable to connect a generator to the location due to the site. 

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

National Content Provider Outage (Resolved) Medium

Affecting Other - KernWi-Fi / KernNBN

  • 19/04/2023 20:59 - 21/04/2023 09:47
  • Last Updated 24/04/2023 09:47

Dear Valued KernWi-Fi Customer,

our engineers have bypassed Akami and this is now working.

We have also contacted Akami Direct and they have responded with:

"Apologies for any inconvenience. We are currently observing an unplanned outage at this location and are working on the issue with high priority. No ETA for restoration is available at this time."


We will monitor over the next few days. If you have any issues please let us know. 



We have been notified of a current outage from the following National Content Provider AKAMAI.

New incident: Investigating

[OUTAGE] | - National  Content Provider

AKAMAI - Investigating - We are investigating an emerging issue with Configuration Deployment. 

https://www.akamaistatus.com/

We will update as soon as possible
 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

SAPN Emergency Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 11/02/2023 08:00 - 12/02/2023 09:35
  • Last Updated 26/02/2023 09:35

Dear Valued KernWi-Fi Customer,

Our Parafield Tower has currently a power issue due to the SA Power Networks Transformer. This is affecting Parafield, Wynn Vale and Hermitage sites. 

We are currently working with Parafield Airport and have notified SA Power Networks as one of their transformers has failed on site. 

We are re-routing the power on site as our batteries have depleted.

**There maybe brief interuptions while power is being reouted**


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Unexpected Radius Service Authentication (Resolved) Medium

Affecting Other - KernWi-Fi / KernNBN

  • 29/01/2023 09:00 - 29/01/2023 11:12
  • Last Updated 29/01/2023 11:12

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 
PPPoE - Authentication

Est. restoration: TBA

Cause:
RADIUS Server 

Status:
In-Progress, Engineers investigating


Clients to use KernWi-Fi Secure instead of KernWi-Fi until problem is fixed.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outages - Extreme Weather (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/11/2022 12:00 - 11/02/2023 10:30
  • Last Updated 14/11/2022 13:54

Dear Valued KernWi-Fi Customer,

Update from storm activity. 

Darlington and Lower Hermitage sub towers have power restored.

Some NBN clients who's connection is still disrrupted by the power outages either at the node or pathway we currently have no eta as SA Power Netoworks still have a huge work load due to the storm


Due to extreme weather across South Australia, SA Power Networks experienced wide spread power outages across the state.

Darlington Sub Tower and Lower Hermitage Sub Tower and some NBN sites

Estimated return of power  - To be advised as the damage is across the state.


All Main towers have battery back up. 

 
Due to the Storm Activity  across the State a number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power r crews are working to restore power as soon as possiable. 


If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7100 5432

We hope all our customers stay safe.
Kern Support

Unexpected Power Outage - Hermitage tower onl (Resolved) High

Affecting Other - KernWi-Fi

  • 04/10/2022 14:00 - 11/02/2023 10:30
  • Last Updated 04/10/2022 14:33

Dear Valued KernWi-Fi Customer,

SA Power Networks have unscheduled  power outage at our  Hermitage Tower including our sub-towers for Tuesday 4th of October.

This is affecting some customers in the following areas. SA Power are currently investigating.

Houghton, Sampson Flat, Lower Hermitage, Paracombe, Tea Tree Gully, Gould Creek, Inglewood and Upper Hermitage


KernWi-Fi customers in these areas may experience some interruptions to their service.

Our Back up batteries have taken over the power and we will monitor until power is restored. 

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Essential work and power outage - SAPN (Resolved) Critical

Affecting Other - KernWi-Fi

  • 29/09/2022 20:00 - 11/02/2023 10:31
  • Last Updated 29/09/2022 20:53

Dear Valued KernWi-Fi Customer,

SA Power Networks and Adelaide Airport have scheduled a power outage at Parafield Airport Business Precinct.

SA Power Networks (SAPN) will be isolating the HV supply to all of the on:

Wed 29th September 8:00pm and scheduled for completion 11:00pm on Wed 29th September to allow for High Voltage Maintenance and CT/VT testing.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up UPS / Generators available and these will be in operation until power is restored.

We do apologies for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored,
please contact our Support Department (08) 7100-5432.


Kern Support

Western Hospital Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/09/2022 10:34 - 20/09/2022 12:00
  • Last Updated 20/09/2022 12:14

Dear Valued KernWi-Fi Customer,

Power has been restored due to a fault in the electrics in the first floor. 

We will follow up with the hospital to check on equipement.

Current Outage for Western Hospital: Tuesday 20th of September 10.35am - 
 
We are currently experiencing a outage due to a electrical power failure at Western Hospital.

Western Hospital maintenence are currently investigating and we should have service restored shortly. 
 
We will update as soon as possilbe. 
 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

Wynn Vale Tower UPS / Battery Upgrades (Resolved) Medium

Affecting Other - KernWi-Fi

  • 23/07/2022 06:00 - 27/07/2022 14:41
  • Last Updated 23/07/2022 15:45

We are replacing and upgrading our UPS / Batteries on our Wynn Vale Tower starting as of:

Saturday 23rd of July 6:00am to 6:00pm Saturday 23rd 2022 (CST)

During this time there may be loss of connectivity for up to 15 min intervals and will affect Kern Users and Services on the following Towers:

Parafield – Main Tower

Wynn Vale  - Main and Sub Towers

Golden Grove – Main and Sub Tower

Hermitage – Main and Sub Towers

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience some service difficulties after this upgrade please contact our Support Department (08) 7100-5432.

Electrical Lic # PGE 308911 ACMA Carrier Lic # 558

 
#wifi #NBN #homenbn #businessnbn #nbnews #fixedwireless #fibre #kernwifi #voip #eventwifi #electrical #electrican #licensedcarrier #licensedelectricalcompany #hager

NORTHERN TOWER UPGRADES – UPDATE – 11/07/22 (Resolved) Critical

Affecting Other - KernWi-Fi

  • 11/07/2022 17:30 - 11/07/2022 20:07
  • Last Updated 11/07/2022 14:56

NORTHERN TOWER UPGRADES – UPDATE – 11/07/22

https://my.kernit.com.au/client/serverstatus.php

Hello All KernWi-Fi users.

We will be applying additional data feeds to our Northern Towers as of 17:30 – 11/07/22.

Some disruptions to services will occur up to 20 mins during this time while we apply these updates.

Note the total service upgrades to our northern towers are not a small undertaking and requires careful planning and deployment with our engineers / technicians / installers and riggers.

Details will be published upon successful upgrade / completion.

We have also identified end-of-life hardware at customer ends that will need to be reviewed / upgraded / replaced to bring up to new standards.

These customers will be contacted to discuss upgrade paths.

NORTHERN TOWER UPGRADES – UPDATE (Resolved) Medium

Affecting Other - KernWi-Fi

  • 06/07/2022 11:05 - 11/02/2023 10:29
  • Last Updated 06/07/2022 11:53

**NORTHERN TOWER UPGRADES – UPDATE**

Hello All KernWi-Fi users.

The new hardware finally arrived late June and we have started deploying this at our northern towers.
A series of upgrades and updates are being applied. Some small disruptions to services will occur up to 5 mins during non-peak times.

Note: The total service upgrades to our northern towers are not a small undertaking and requires careful planning and deployment with our engineers / technicians / installers and riggers.
Details will be published upon successful upgrade / completion.

We have also identified end-of-life hardware at customer ends that will need to be reviewed / upgraded / replaced to bring up to new standards.
These customers will be contacted to discuss upgrade paths.

Network Upgrade - Northern Towers (Resolved) Medium

Affecting Other - KernWi-Fi

  • 25/05/2022 13:34 - 11/02/2023 10:29
  • Last Updated 04/07/2022 14:58

**MAJOR ANNOUNCEMENT**

We have been working with our Hardware Vendors over the last few months in preparation for major upgrades to our Core Towers in the Northern Area.

As you can appreciate this is a major undertaking both in planning and deployment. We are also facing shortages in supply of hardware to facilitate.

Simply just offering a service is one thing, but being able to deliver it is another. We are conscious of this and want to keep providing a quality and reliable service that you all expect.

Network Upgrades have commenced as of 16th of May 2022 and will be continuing during off peak to minimise downtime.

Hardware has arrived late June 2022 and we have commneced our build, depending on COVID and weather.


So what will this mean for Kern Users?
New Plans for both Residential and Business Grade Customers.

We will announce more as the project unfolds.
Electrical Lic # PGE 308911 ACMA Carrier Lic # 558

Walkerville, Findon, North Adl - Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 09/05/2022 19:40 - 16/05/2022 23:28
  • Last Updated 09/05/2022 20:18

Dear Valued KernWi-Fi Customer,

Walkerville, Findon and North Adelaide Unexpected outage. 

Our Walkerville, Findon and North Adelaide towers are off-line due to an upstream fibre loss of connectivity.

Service Outage Logged with Upstream Provider.

If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


Kern Support

[OUTAGE] | SA-IX | rs1.sa.ix.asn.au | (Resolved) Critical

Affecting Other - KernWi-Fi

  • 09/05/2022 09:42 - 09/05/2022 19:36
  • Last Updated 09/05/2022 09:45

New incident: Investigating

[OUTAGE] | SA-IX | rs1.sa.ix.asn.au | Power Loss

IAA Engineers are currently investigating an outage to rs1.sa.ix.asn.au. Further updates will be provided shortly.

rs2.sa.ix.asn.au is still operational and working as expected.

Internet Association of Australia Status - [OUTAGE] | SA-IX | rs1.sa.ix.asn.au | Power Loss

Unexpected Power Outage - Wynn Vale Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 26/04/2022 21:33 - 05/05/2022 14:48
  • Last Updated 26/04/2022 22:36

Dear Valued KernWi-Fi Customer,

Our Wynn Vale Tower had a power outage this evening, due to an unexpected SA Power Networks Outage.

We are monitoring services.


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Unexpected Radius Service Authentication (Resolved) Low

Affecting Other - KernWi-Fi

  • 07/03/2022 07:00 - 10/03/2022 09:52
  • Last Updated 07/03/2022 18:55

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 
PPPoE - Authentication

Est. restoration: TBA

Cause:
RADIUS Server 

Status:
In-Progress, Engineers investingating


Clients to use KernWi-Fi Secure instead of KernWi-Fi until problem is fixed.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

Firmware Upgrade to Northern Towers (Resolved) High

Affecting Other - KernWi-Fi

  • 26/02/2022 05:00 - 26/02/2022 10:39
  • Last Updated 25/02/2022 11:31

We are  upgrading our Firmware for our Towers listed below:

Saturday 26th of Februar 5:00am to 7.00am Saturday 12th 2022 (CST)


During this time there may be loss of connectivity for up to 15 min intervals and will affect Kern Users and Services on the following Towers:

Parafield – Main Tower

Wynn Vale  - Main and Sub Towers

Golden Grove – Main Tower

Hermitage – Main and Sub Towers

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience some service difficulties after this upgrade please contact our Support Department (08) 7100-5432.

Electrical Lic # PGE 308911 ACMA Carrier Lic # 558

 
#wifi #NBN #homenbn #businessnbn #nbnews #fixedwireless #fibre #kernwifi #voip #eventwifi #electrical #electrican #licensedcarrier #licensedelectricalcompany

Regards
KernWi-Fi Team

Parafield UPS / Battery Upgrades (Resolved) Medium

Affecting Other - KernWi-Fi

  • 12/02/2022 06:00 - 12/02/2022 13:43
  • Last Updated 05/02/2022 13:52

We are replacing and upgrading our UPS / Batteries on our Parafield Tower starting as of:

Saturday 12th of February 6:00am to 13:00 Saturday 12th 2022 (CST)


During this time there may be loss of connectivity for up to 15 min intervals and will affect Kern Users and Services on the following Towers:

Parafield – Main Tower

Wynn Vale  - Main and Sub Towers

Golden Grove – Main Tower

Hermitage – Main and Sub Towers

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience some service difficulties after this upgrade please contact our Support Department (08) 7100-5432.

Electrical Lic # PGE 308911 ACMA Carrier Lic # 558

 
#wifi #NBN #homenbn #businessnbn #nbnews #fixedwireless #fibre #kernwifi #voip #eventwifi #electrical #electrican #licensedcarrier #licensedelectricalcompany

Online Payment Gateway (Resolved) Medium

Affecting Server - svr30.zone-manager.com

  • 17/01/2022 09:00 - 17/01/2022 05:58
  • Last Updated 16/01/2022 23:04

Our Online Payment Gateway Service is currently offline due to upgrades.

If you wish to pay your account manually, please call our office.

Further updates will be advised once we know more upon resolution time.

If you have any issues please do not hesitate to contact the office on 7100 5432.

Regards
Kern Team

Planned Maintenance Westpac Tower only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/11/2021 06:00 - 16/01/2022 23:07
  • Last Updated 19/11/2021 14:45

Dear Valued KernWi-Fi Customer,

We have been notified from the Building Management the Annual Shutdown for Westpac Tower to check all their electrical will as the following:

Date: 20/11/2021 & 21st of November 2021

Time: 6am to 6pm (12 Hrs Each Day).


Generaotors will be arranged to power all our services on site.  

This is affecting Westpac Tower clients only.


KernWi-Fi customers in these areas may experience some interruptions to their service when the services are restored each day. We will have UPS on site to minimise the disruption. 

We do apologise for any inconvenience caused by this scheduled upgrade to electrical equipment.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

CloudFlare DNS - Intermittent (Resolved) Medium

Affecting Other - KernWi-Fi

  • 05/11/2021 00:00 - 12/11/2021 14:49
  • Last Updated 06/11/2021 12:41

Update 06/11/21 - 11:30 - Re-Routed CloudFlare to another exit point.

Will monitor over the next 24/48hrs

Kern Support



Some users have advised that they are having issues with lantency.

Our intial checks have revielded the issues is futher upstream outside of our newtork with CloudFlare DNS.
Cloudflare DNS | Authoritative and Secondary DNS | Cloudflare

Our Engineers are working with our upstream providers and currently investigating.

Further updates will be advised once we know more upon resolution time.

If you have any issues please do not hesitate to contact the office on 7100 5432.

Regards
Kern Team

Flinders Sub Tower - Power outage (Resolved) Medium

Affecting Other - KernWi-Fi

  • 26/10/2021 11:09 - 26/10/2021 11:11
  • Last Updated 26/10/2021 11:24

Dear Clients 

KernWi-Fi Flinders Sub Tower experienced two small outages today Tuesday 26th of October 2021. 

The Builiding mangement has been notified of the power issue which caused our infrusture to offline for a few minutes each time early this morning approx 8.30am and 10.30am.

We will be monitoring the site for any future disruptions. The power issue was related to the entire building. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.



Regards
Kern Team 


Unexpected Outage - Westpac (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/10/2021 23:59 - 16/10/2021 09:18
  • Last Updated 15/10/2021 15:49

Dear Kern Clients 

Thank you for all your patience today due to equipment problem with our upstream provider. They have now restorded the service to the location and Kern has been clients are not fully on-line again. 

We will are following up with the provider to investigate the error further... 



Our Upstream provider has had a equipment failure affecting all of the CBD. They are currently working on the failure and are hoping to all services restored shortly. 

We are currently experiencing an unexpected outage cuased by upstream provider. Technicians are currently on site investigating the outage. 

The outage is affecting our clients from our Westpac Tower site only. 

We are sorry for any convience that this may cuase disruption with your service. We will update as soon as we have more information. 

Regards
Kern Team

Unexpected Connectivity Outage (Resolved) Critical

Affecting System - KernWi-Fi

  • 06/09/2021 08:00 - 16/09/2021 10:54
  • Last Updated 20/09/2021 10:58

Dear Kern Clients 

We are currently experiencing an unexpected outage cuased by upstream provider. The outage is effecting New Zeland and Australia due to the wide spread cyber attack on national internet. 

Our provider is currently working with engineers to reslove the issue due to this attack. This is affecting some clients to authenticate and Voip service. 

We are sorry for any convience that this may cuase disruption with your service. We will update as soon as we have more information. 

Regards
Kern Team

Unexpected Connectivity Outage (Resolved) Critical

Affecting System - KernWi-Fi

  • 04/09/2021 08:30 - 04/09/2021 18:01
  • Last Updated 04/09/2021 09:58

Dear Kern Clients 

We are currently experiencing an unexpected outage cuased by upstream provider. The outage is effecting New Zeland and Australia. 

Our provider is currently working with engineers to reslove the issue due to this attack. This is affecting some clients to authenticate.

We are sorry for any convience that this may cuase disruption with your service. We will update as soon as we have more information. 

Regards
Kern Team

SA Power Outage Notification -Lower Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 02/09/2021 09:00 - 02/09/2021 15:44
  • Last Updated 02/09/2021 10:00

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled a power outage at our  Lower Hermitage - Thursday 2nd of August 8.00am - 3.15pm

This is affecting some customers in the following areas.

Lower Hermitage Sub Tower 


KernWi-Fi customers in these areas may experience some interruptions to their service.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Unexpected Outage Lower Hermitage Sub Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 02/08/2021 14:31 - 08/08/2021 10:19
  • Last Updated 02/08/2021 18:09



Dear Valued KernWi-Fi Customer,

SA Power Networks has a power outage for Lower Hermitage Road affecting sub tower: 
 
Monday 2nd of August from 1.30pm to 5.00pm 

 
A  number of KernWi-Fi customers in these areas may experience some interruptions to their service.

 If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

Possible fibre cut around Perth, Western Aust (Resolved) Medium

Affecting System - KernWi-Fi

  • 01/08/2021 10:00 - 08/08/2021 10:19
  • Last Updated 02/08/2021 18:05



Vocus have observed a possible fibre break around Perth, Western Australia. Vocus Technicians have been engaged to attend site. 

More Updates here: 
Current Outages - Vocus

Google PlayStore Apps (Resolved) Low

Affecting System - KernWi-Fi

  • 27/07/2021 12:15 - 08/08/2021 10:19
  • Last Updated 01/08/2021 13:56



Some users have advised that they are unble to download or update apps from Google PlayStore, via mobile devices. (Phones, Tablets etc).

Our intial checks have revielded the issues is futher upstream outside of our newtork.

Our Engineers are working with our upstream providers and currently investigating.

Further updates will be advised once we know more upon resolution time.

If you have any issues please do not hesitate to contact the office on 7100 5432.

Regards
Kern Team

YouTube Latency (Resolved) Low

Affecting System - KernWi-Fi

  • 31/07/2021 12:31 - 08/08/2021 10:19
  • Last Updated 01/08/2021 12:33



Some users have advised that they are having issues with lantency when using YouTube.

Our intial checks have revielded the issues is futher upstream outside of our newtork.

Our Engineers are working with our upstream providers and currently investigating.

Further updates will be advised once we know more upon resolution time.

If you have any issues please do not hesitate to contact the office on 7100 5432.

Regards
Kern Team

Planned Network Upgrade (Resolved) High

Affecting System - KernWi-Fi

  • 18/08/2021 00:30 - 06/11/2021 10:52
  • Last Updated 30/07/2021 08:47

Dear Valued KernWi-Fi Customer,

Our Main Carrier will be upgrading our network for KernWi-Fi on Wednesday 18th of August from 0:30 - 03:30am

Expected outage is up to 15 mins while this upgrade is completed. 


KernWi-Fi customers in these areas may experience some interruptions to their service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Covid Essential Service Provider (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/07/2021 18:00 - 27/07/2021 18:00
  • Last Updated 30/07/2021 08:42



As part of the South Australian Emergency Management (COVID-19) (Stay at home) Direction 2021 which will come into effect at 6.00pm on Tuesday 20th 2021, KernWi-Fi are continuing to provide essential services to high priority customers.

Essential workers are deemed if they perform work that is essential for the continued operation of an essential infrastructure and essential service (within the meaning of the Essential Services Act 1981).

Telecommunications (internet, VoIP, NBN, fixed wireless) is an essential infrastructure and required to ensure telecommunications and internet connections are operating at sufficient capacity for medical departments, Government agencies, home and business.

While in operation, and in line with current advice from the Australian Government and health authorities, we continue to  implement  a safety management plan across the business with a focus on a range of specific preventative and proactive measures to ensure our actions and behaviours help mitigate the spread of COVID-19 in our day to day to operations.

As we understand, information is being updated daily and we are taking every action to keep up-to-date with the latest recommendations and advice from Government.  

Impact on current KernWi-Fi Services

We are doing our upmost to continue to provide the level of support we always have, however, in these unprecedented times we appreciate your patience as we work through providing support according to the level of priority (i.e. non-essential support will be given lower priority). Priority will be given to Medical Departments and Government Agencies requiring urgent assistance.

Given the significant increase in the number of people now working from home, KernWi-Fi is already experiencing a significant escalation in the demand for our services to accommodate connection to new ‘home offices’.  We continue to assess bandwidth and data requirements for these businesses.

Existing services:  As an existing client, you will continue to access our services and support, however, we ask that you please be patient and understand that assistance will be assessed based on the level of priority.

Risk Mitigation Measures

Our greatest priority at this time is to protect the health and wellbeing of our staff and their families and continue to provide a safe environment for our clients, suppliers and contractors. Thus we are taking extra effort to respond responsibly.

While our team is working from home, our technicians who are required to attend your home/business/medical practice will be taking precautionary measures and adhere to the following guidelines:

  • Visits will be rescheduled if there are any unwell individuals in your home or business
  • We ask that you allow us to observe “social distancing” by keeping a 1.5m buffer between members of your household and our technicians
  • Our technicians will wear gloves while in your home or business
  • Technicians will wear a facemask while in your home or business, if required
  • Our technicians will wipe down any surfaces they are in contact with while in your home or business

We also ask that if a technician is scheduled to attend your home or business that you please notify us prior if:

  • You have recently visited, or have been in contact with anyone how has visited, any of the hotspots as listed on the SA Health government website.
  • You have returned from anywhere overseas or interstate in the past 14 days
  • You have been in contact with someone who has returned from anywhere overseas in the past 14 days
  • You are showing any symptoms of COVID-19; or
  • You have been confirmed to have COVID-19

We hold our client relationship in the highest regard and are aware these precautionary measures may potentially impact your interaction with us over the coming weeks.

We understand that the community response to the COVID-19 pandemic is forever changing and we will endeavour to keep you updated.

As we work through these adverse and unsettling times, we look forward to strengthening our relationship through innovation and collaboration.

Should you require any clarification of the above, please contact:

Email:   sales@kernwi-fi.com.au
Phone:  08-7100-5432

Hilton Tower - West Beach - Henley Beach (Resolved) High

Affecting Other - KernWi-Fi

  • 24/07/2021 12:10 - 24/07/2021 13:00
  • Last Updated 30/07/2021 08:41

To Kern Clients 

We experience some interfernence at out NW Hilton Tower location towards Henly Beach, West Beach areas. 

You may have experienced dropouts for a few minutes while we found a new frequency. 

This has now been completed and connection restored. 

Thank you for your patience whilst we may the changes. 

If you have any issues please do not hesitate to contact the office on 7100 5432.

Regards
Kern Team

Severe Weather Conditions (Resolved) Critical

Affecting Other - KernWi-Fi

  • 16/07/2021 09:00 - 30/07/2021 08:42
  • Last Updated 24/07/2021 13:12

Dear Valued KernWi-Fi Customer,

Our Main Parafield Tower link is experiencing severe weather conditions that is impacting the connection to our Hermitage and Wynn Vale Towers. 

This is intermittent as the weather passes through. This is only affected due to the large size of the water rather than normal rain fall.

We will be updating the equipment as soon as the weather has cleared for us to replace the equipment on the towers. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Hermitage Link - Westpac (Resolved) Critical

Affecting Other - KernWi-Fi

  • 29/06/2021 08:00 - 29/06/2021 21:31
  • Last Updated 29/06/2021 07:32

Dear Valued KernWi-Fi Customer,

Main Link from Westpac Tower outage this morning Tuesday 29th of June due to cable damage. 

Replacement of damage cable to Main link and sectorials on Westpac. Outage will be short while our technician replaces and tests connection. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Hermitage Tower UPS (Resolved) Low

Affecting Other - KernWi-Fi

  • 23/06/2021 08:30 - 29/06/2021 07:23
  • Last Updated 23/06/2021 12:00

Dear Valued KernWi-Fi Customer,

We have been upgrading our Hermitage Tower with Battery UPS due to the amount of times this site has power outages. 

This has been a complex and costly exercise to which we are now in the completion testing of the Battery without mains. 

There may be a small outage today June 23rd in the afternoon as we manually move the connection back onto the mains after having the batteries connected all day to test the system.

This will mean in the future any power outages will be automatically switched across to our batteries to power the site. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Unexpected Outage Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/06/2021 09:40 - 07/06/2021 10:15
  • Last Updated 07/06/2021 10:37

Dear Valued KernWi-Fi Customer,

Our Hermitage Tower had a power outage this morning Monday 7th of June 2021. 

Power was restored shortly after but one of our servers did not restart and had to be manually rebooted. 

We are currently completing the upgrades to this site to which we will have full UPS which allows batteries to be switched over when power is cut. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Planned Tower Maintenance - Hermitage Only (Resolved) High

Affecting Other - KernWi-Fi

  • 26/05/2021 08:00 - 09/06/2021 19:20
  • Last Updated 26/05/2021 08:33

Dear Valued KernWi-Fi Customer,

We have been notified that our Upper Hermitage Tower will be have some electrical componets replaced in the hut. SA Power Networks will be shutting off power for this area so works can be carried out. 

We will have our Back Up Generators available and these will be in operation until power is restored.

This is affecting some customers in the following areas.

Houghton, Sampson Flat, Lower Hermitage, Paracombe, Tea Tree Gully, Gould Creek, Inglewood and Upper Hermitage


KernWi-Fi customers in these areas may experience some interruptions to their service.

We do apologise for any inconvenience caused by this scheduled upgrade to electrical equipment.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Unexpected Outage - Parafield Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/05/2021 08:40 - 20/05/2021 10:51
  • Last Updated 20/05/2021 10:50

Dear Valued KernWi-Fi Customer,

Our Main Parafield Tower link received a power surge early this morning Thursday 20th of May which disrupted our service.

We were able to restore power and reset our  server equipment. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Outage due to Cable Repair (Resolved) Critical

Affecting Other - KernWi-Fi

  • 04/05/2021 06:30 - 20/05/2021 10:38
  • Last Updated 04/05/2021 07:14

Dear Valued KernWi-Fi Customer,

Main Link from Westpac Tower outage this morning Tuesday 4th of May due to cable damage. 

Replacement of damage cable to Main link and sectorials on Westpac. Outage will be short while our technician replaces and tests connection. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

SA Power Outage Notification - Hermitage (Resolved) High

Affecting Other - KernWi-Fi

  • 12/04/2021 08:00 - 12/04/2021 15:00
  • Last Updated 19/04/2021 08:42

Dear Valued KernWi-Fi Customer,

SA Power Networks has an power outages which now included our Hermitage Tower and Hermitage Sub Towers:
 
Monday 12th of April from 08:00am - 15:00pm 

SA Power Networks Ref 81001
 
Hermitage Towers and surrounding Areas. (Sampson Flat, Gould Creek, Houghton, Paracombe, Tea Tree Gully, Inglewood,Upper Hermitage, ).
 
A large number of KernWi-Fi customers in these areas may experience some interruptions to their service.

 
Our backup Generators has been enabled at this time. Sorry for the inconvience as we were not notified and the mapping does not include a tower location. 

 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

Planned Carrier Upgrade (Resolved) High

Affecting Other - KernWi-Fi

  • 30/03/2021 23:30 - 31/03/2021 06:00
  • Last Updated 19/04/2021 08:42

Dear KernW-Fi Customers,

Our Main Carrier has alerted KernWi-Fi to upstream planned fibre remediation works in Adelaide, that will affect the waves between Data Sites.

No outage to services, with traffic flowing via the longer path causing increase in latency.

Tuesday 30th of March 11:30pm  to 06:00 Wednesday  31st MarchAEST


How will I be impacted?

No outage to services, with traffic flowing via the longer path causing increase in latency.

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
Kern Team

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 03/05/2021 09:00 - 04/05/2021 07:03
  • Last Updated 19/04/2021 08:41

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled a power outage at our  Hermitage Towers for Monday 3rd of May  from 9.00am -  3:00pm.

This is affecting some customers in the following areas.

Houghton, Sampson Flat, Lower Hermitage, Paracombe, Tea Tree Gully, Gould Creek, Inglewood and Upper Hermitage


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/04/2021 08:00 - 04/05/2021 07:03
  • Last Updated 12/04/2021 07:36

Dear Valued KernWi-Fi Customer,

SA Power Networks has an power outages which now included our Hermitage Tower and Hermitage Sub Towers:
 
Monday 23rd of April from 08:00am - 15:00pm 

SA Power Networks Ref 80067
 
Hermitage Towers and surrounding Areas. (Sampson Flat, Gould Creek, Houghton, Paracombe, Tea Tree Gully, Inglewood,Upper Hermitage,Lower Hermitage,Milbrook and Paracombe ).
 
A large number of KernWi-Fi customers in these areas may experience some interruptions to their service.

 
Our backup Generators has been enabled at this time. Sorry for the inconvience as we were not notified and the mapping does not include a tower location. 

 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

Unexpected Outage - Link to Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 09/04/2021 08:54 - 09/04/2021 09:43
  • Last Updated 09/04/2021 09:43

Dear Valued KernWi-Fi Customer,

Main Link from Westpac Tower outage this morning Friday 9th of April due to possible cable damage. 

We have moved another dish to take up the connection until the damage cable can be replaced. Technician on route to re-align dish to Hermitage. 

Link has been re-stablished with another dish until cable can be replace. 


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


KernWi-Fi Team 

Unexpected Power Outage - Parafield Airport (Resolved) High

Affecting Other - KernWi-Fi

  • 12/03/2021 17:30 - 12/03/2021 16:41
  • Last Updated 15/03/2021 05:39

Dear Clients 

We experienced a short Power Outage at Parafield Airport today Friday 12th of March at 5.30pm.

Technician was deployed to site. We were able to resolve quickly and have power restored at 6.40pm

We will monitor over the next hours. If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432

We thank you for your patience. 

Regards
KernTeam.

Unexpected Interference to Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/02/2021 18:27 - 17/02/2021 14:30
  • Last Updated 12/02/2021 19:18

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today on our Hermitage  due to a Interfernece issue.

Our technicians have conducted an upgrade and are currently on site working to resolve the issue. We should have resolved shortly.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

 

If you do experience continued after he update please contact the office or open a job ticket. 

We will close this Network Issue as we have rechanneled the frequency. We will monitor over the week. 


Regards

Kern Support difficulties, please contact our Support Department (08) 7100 5432

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/02/2021 08:00 - 28/02/2021 09:59
  • Last Updated 10/02/2021 09:16

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled a power outage at our  Hermitage Towers for Tuesday  23rd February from 8.00am -  3:00pm.

This is affecting some customers in the following areas.

Houghton, Sampson Flat, Lower Hermitage, Paracombe, Tea Tree Gully, Gould Creek, Inglewood and Upper Hermitage


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/02/2021 22:00 - 08/02/2021 08:27
  • Last Updated 18/01/2021 09:00

Dear Valued KernWi-Fi Customer,

SA Power has rescheduled until the following below:

SA Power Networks have scheduled a power outage at our  Hermitage Towers for Sunday 7th February  from 10.00pm - Monday 8th  6:00am.

This is affecting some customers in the following areas.

Houghton, Sampson Flat, Lower Hermitage, Paracombe, Tea Tree Gully, Gould Creek, Inglewood and Upper Hermitage


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.

Regards
Kern Team

Parafield Airport Annual SA Power Shut Down (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/01/2021 20:00 - 18/01/2021 09:00
  • Last Updated 14/01/2021 13:34

Dear Valued KernWi-Fi Customer,

SA Power Networkds and Adelaide Airport  have scheduled a power outage at Parafield Airport Business Precint. 

SA Power Networks (SAPN) will be isolating the HV supply to all of the on:

Friday 15th January  8:00pm and finishing no later than 3:00am on Saturday 16th January to allow for High Voltage Cubicle Maintenance and CT/VT testing.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


Kern Support

Unexpected Network issue - Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 10/12/2020 10:00 - 28/12/2020 08:35
  • Last Updated 10/12/2020 15:20

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today on our Hermitage  due to a technical issue.

Our technicians have conducted an upgrade and are currently on site working to resolve the issue. We should have resolved shortly.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued se


Regards

Kern Support difficulties, please contact our Support Department (08) 7100 5432

Radius Maintenance (Resolved) Critical

Affecting Other - KernWi-Fi

  • 06/12/2020 06:00 - 06/12/2020 09:51
  • Last Updated 06/12/2020 09:50

Dear Valued KernWi-Fi Customer,

Our Engineer have notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi – RADIUS Maintence causing issue to Windows clients. 

Service Locations Effecting: 
PPPoE - Authentication

Cause:
RADIUS Server 

Status:
In-Progress, Engineers Investingating and updating changes.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/11/2020 08:00 - 20/11/2020 17:29
  • Last Updated 20/11/2020 17:28

Dear Valued KernWi-Fi Customer,

We have been notified by clients that SA Power has completed the temporary repairs required. The Outage now has been cancelled. 

KernWi-Fi has spoken to SA Power Networks on Friday and they have advised the planned Maintenance for Monday 23rd will go ahead. This works is associated with the fire season.

 

SA Power Networks has an power outage scheduled for Hermitage Tower and Hermitage Sub Towers:
 
Monday 23/11/20   8:00 - 3:00pm 
 
Hermitage Towers and surrounding Areas. (Sampson Flat, Gould Creek, Houghton, Inglewood, Lower Hermitage,Upper Hermitage, Millbrook, Tea Tree Gully).
 
A large number of KernWi-Fi customers in these areas may experience some interruptions to their service.

 During this time we will have our generator on at Hermitage main tower. 
 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/11/2020 11:31 - 15/11/2020 13:20
  • Last Updated 15/11/2020 13:20

SA Power Networks has an power outages which now included our Hermitage Tower and Hermitage Sub Towers due to Storm Activity.
 
Sunday 15th November 
 
Hermitage Towers and surrounding Areas. (Sampson Flat, Gould Creek, Houghton, Inglewood, Lower Hermitage,Upper Hermitage, Millbrook, ).

 
A large number of KernWi-Fi customers in these areas may experience some interruptions to their service.

 
Our backup Generators has been enabled at this time. We are unsure of time as mapping on SA network currently does not include our tower location. 

Clients have told us it could be 11.00pm tonight.

Power has now been restored and generator will be turned off. 

 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

Unexpected Voip Hosted - Carrier (Resolved) Critical

Affecting Other - KernWi-Fi

  • 13/11/2020 16:37 - 14/11/2020 14:26
  • Last Updated 13/11/2020 16:56

To Kern Voip Clients 

We have been notified of an Carrier outage for the Hosted Voip Portal being down today Friday 13th of November.

Engineers are working to establish the cause of the outage and to restore the portal as soon as possible. Further updates will be provided within the hour.

Sorry for the inconvience. 

Regards
Kern Team

Planned Maintenance Hermitage Tower only (Resolved) High

Affecting Other - KernWi-Fi

  • 15/11/2020 10:00 - 15/11/2020 13:21
  • Last Updated 12/11/2020 12:28

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance to Hermitage Tower Power Management:

Commencing Sunday 15th October 10.00: - 15:00

We will be replacing and upgrading power backup UPS for this site. 

The outage will be 10-30 mins approximately as we swap the equipment over. 

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Content Upgrade- Facebook, Google,Netflix (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/11/2020 06:00 - 15/11/2020 13:21
  • Last Updated 10/11/2020 16:47

CONTENT OUTAGE NextDC M1 | VIC-IX | Transit Upgrade


Upcoming scheduled maintenance notice:

November 12th 06:00am (AEDT) to 07:00am (AEDT)

Third Party  Engineers will be performing a transit path upgrade to support additional 100G of content cache capacity.

The work is expected to take 10-30 minutes.


During this time members including KernWi-Fi Pty Ltd clients will notice a reduction of traffic from  for Google Cloud, Facebook and Netflix

Engineers will drain the affected content sessions roughly 10 minutes before the planned event using BCP214 compliant filters to ensure traffic is not suddenly dropped.


We thank you for your patience while this upgrade is completed. 

Regards
Kern Team

Unexpected Fibre Cut - High Latency (Resolved) Critical

Affecting Other - KernWi-Fi

  • 29/10/2020 11:31
  • Last Updated 30/10/2020 08:46

Technical Summary:

Our Carrier has observed a possible fibre break between Derirmut and Woodend in Melbourne, causing high latency. Our Carrier fibre crew have been engaged to attend site.

An ETR will be provided once our initial investigation is complete. Further updates will be provided within the next 2 hours.

Further Updates:

Our Carrier field technicians identified a unidirectional fiber break in a 3rd party carrier network segment.
Our Carrier has engaged the 3rd party carrier for restoration actions.
Further updates will be provided in the next 2 hours.

During this time KernWi-Fi clients may experience high ping time and latency.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

29/10/2020 19:07 AEST

Third party provider advised that the fault has been located near Gisborne and damaged at least one tube of fibres within. Fibre crew are working on to restore the services. NO ETR provided yet. Further updates will be provided in the next 2 hours.


Regards

KernWi-Fi Team



Planned Maintence (Resolved) High

Affecting Other - KernWi-Fi

  • 19/10/2020 00:00 - 19/10/2020 09:00
  • Last Updated 21/10/2020 15:39

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service radius upgrade to all Towers:

Commencing Monday 19th October 12.00am- 09.00am (CST). 

This will affect clients connected to all Towers.

This will only affect clients re-athunicating while the system is upgrading. 

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 21/10/2020 10:40 - 21/10/2020 15:15
  • Last Updated 21/10/2020 15:39

Dear Valued KernWi-Fi Customer,

SA Power Networks has an power outages which now included our Hermitage Tower and Hermitage Sub Towers:
 
Wednesday 21/10/20 8.00 - 3.15pm 
 
Hermitage Towers and surrounding Areas. (Sampson Flat, Gould Creek, Houghton, Inglewood, Lower Hermitage,Upper Hermitage, Millbrook, ).
 
A large number of KernWi-Fi customers in these areas may experience some interruptions to their service.

 
Our backup Generators has been enabled at this time. Sorry for the inconvience as we were not notified and the mapping does not include a tower location. 

 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Regards
Kern Team

Planned Carrier Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/10/2020 00:30 - 15/10/2020 03:30
  • Last Updated 16/10/2020 15:41

Dear KernW-Fi Customers,

Our Main Carrier will be upgrading router software which will impact KernWi-Fi service from our Parafield location. 

Thursday 15th October  00:30 to 03:30 Thursday 15th October AEST


How will I be impacted?

They will be upgrading their router and expected outage is up to 1 hour. 

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Planned Carrier Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/10/2020 00:30 - 15/10/2020 03:30
  • Last Updated 16/10/2020 15:41

Dear KernW-Fi Customers,

Our Main Carrier will be upgrading router software which will impact KernWi-Fi service. 

Thursday 15th October  00:30 to 03:30 Thursday 15th October AEST


How will I be impacted?

They will be upgrading their router and expected outage is up to 1 hour. 

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Kern NBN Network Maintence (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/10/2020 03:00 - 07/10/2020 05:00
  • Last Updated 12/10/2020 15:02

Dear Kern NBN Customers,

NBN has notified us that there are some upcoming maintenance that may affect your network. 

Wednesday 7th October 2020 03:00 Hrs ACDT - Wednesday 7th October 2020 05:00 Hrs ACDT


How will I be impacted?

Expected outage is up to 1 hour. 

NBN Service affected:

Greenfields Depot POI
St Marys POI
Stirling POI

This work is scheduled maintenance, and we apologise for any inconvenience this may cause. 


If you find any issues once the maintence window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
Kern NBN Team

Planned Carrier Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 24/09/2020 01:00 - 24/09/2020 00:06
  • Last Updated 01/10/2020 16:05

Dear KernW-Fi Customers,

Our Main Carrier will be upgrading router software which will impact KernWi-Fi service. 

Thursday 24th September 01:00 to 06:00 Thursday 24th of September AEST


How will I be impacted?

They will be upgrading their router and expected outage is up to 1 hour. 

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 04/09/2020 09:00 - 04/09/2020 16:00
  • Last Updated 01/10/2020 16:03

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled a power outage at our Lower Hermitage Towers for Friday 4th from 09.00am - 4:00pm.

This is affecting some customers in the following areas.

Sampson Flat, Lower Hermitage, Inglewood and Upper Hermitage.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


Kern Support

Unexpected Network issue (Resolved) Critical

Affecting Other - KernWi-Fi

  • 17/09/2020 07:38
  • Last Updated 01/10/2020 16:03

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may experience some intermittent network interruption to their service today due to a incident identified with our Carrier Provider.

Engineers have identified an issued with theri devices which may cuase intermitent connectivity to some providers which includes KernWi-Fi.They are working on a resolution to this issue and will provide further updates to our Kern team. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 28/08/2020 09:00 - 04/09/2020 11:23
  • Last Updated 26/08/2020 11:42

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled a power outage at our Hermitage Towers for Friday 28th from 09.00am - 3:00pm.

This is affecting some customers in the following areas.

Golden Grove, Yatala Vale and Upper Hermitage


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


Kern Support

SA Power Outage - Darlington Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 06/08/2020 09:30 - 26/08/2020 09:38
  • Last Updated 06/08/2020 11:20

Dear Valued KernWi-Fi Customer,

SA Power Networks have a current power outage at our Darlington Tower for Thursday 6th of August 9.30am- 3.15pm.

Power has now been restored and services back on-line. 


We have not been notified from SA Power Network for the outage. 

 We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7100 5432


Kern Support

Unexpected Outage -Flinders and Darkington T (Resolved) Critical

Affecting Other - KernWi-Fi

  • 17/07/2020 20:00 - 24/07/2020 09:29
  • Last Updated 17/07/2020 21:16

Dear Valued KernWi-Fi Customer,

Darlington and Flinders Unexpected power outage. 

Friday 17th of July - Technician on route to site to investigate. 

Investigation has found a power surge to this location which has caused damage to our UPS. Power has been restored and the UPS will need to be replaced.

Our Flinders tower has had an unexpected power outage which we are currently investigating and a technician is on route to the location. This site also feeds our Darlington Tower, 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


Kern Support

SA Network Unexpected Outage - Hermitage towe (Resolved) Critical

Affecting Other - KernWi-Fi

  • 08/07/2020 10:55 - 13/07/2020 17:00
  • Last Updated 08/07/2020 14:58

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled a power outage at our Upper Hermitage Towers for 8th of July to  3:45pm due to Essential works. 

We were not notified of the outage. 

This is affecting some customers in the following areas.

Upper and Lower Hermitage.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


Kern Support



Unexpected Outage -HermitageTower only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 04/06/2020 09:30 - 05/06/2020 15:54
  • Last Updated 04/06/2020 10:34

Dear Valued KernWi-Fi Customer,

SA Power Networks has an power outages which now included our Hermitage Tower and Hermitage Sub Towers:
 
Thursday  5th June from 09.00 - 16.15.
 
Hermitage Towers and surrounding Areas. (Sampson Flat, Gould Creek, Houghton, Inglewood, Lower Hermitage,Upper Hermitage).
 
A small number of KernWi-Fi customers in these areas may experience some interruptions to their service.
 
Our backup Generators has been enabled at this time.
 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Hi All, KernWi-Fi users. Power has been restored, however we are still running on backup generators until after 17:00 today. We will be swapping out a UPS that will impact a brief outage when this occurs. I will update again once this has been completed.

Planned Outage - Golden Fields Tower only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 04/06/2020 08:30 - 05/06/2020 15:54
  • Last Updated 02/06/2020 09:28

Dear Valued KernWi-Fi Customer,

TTG Council will be doing maintence at Golden Fields Tower on Thursday 4th of June 8.30am-9.30am.

We have been notified of a power outage for maitence work to be conducted at the Golden Fields site by the TTG Council. 

The power should only be off for approximately 15 minutes. 

 We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7324 9928.


Kern Support

Packet Loss (Resolved) Medium

Affecting Other - KernWi-Fi

  • 19/05/2020 01:00 - 19/05/2020 18:50
  • Last Updated 19/05/2020 12:13

Dear KernW-Fi Customers,


We have noticed small amounts of packet loss with one of our carrier this morning. We have lodged a support ticket with them for this to be investiageted and resolved. 


Tuesday 19th of May 01.00am - 

During this time Fixed IP clients have been routed to another Gateway to prevent poor performance.

 
If you find any issues once this is resolved, please raise a ticket ( support@kernwi-fi.com.au ) and our support staff will investigate at their first opportunity.

Where can I track status?

We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Radius Server (Resolved) Critical

Affecting System - KernWi-Fi

  • 16/05/2020 18:00 - 16/05/2020 22:41
  • Last Updated 16/05/2020 19:12

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 
PPPoE - Authentication

Est. restoration: TBA

Cause:
RADIUS Server 

Status:
In-Progress, Engineers Investingating


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

Planned Maintenance - Parafield Tower (Resolved) Critical

Affecting System - KernWi-Fi

  • 19/05/2020 05:30 - 19/05/2020 18:52
  • Last Updated 16/05/2020 08:59

Dear KernW-Fi Customers,


Kern will be undertaking planned maintenance and service upgrade to our Network:

Tuesday 15th of May 05.30am - 07.30am (CST)

During this time, the internet may be down at intervals as we deploy new equipment.

 
If you find any issues once the upgrade window is complete, please raise a ticket ( support@kernwi-fi.com.au ) and our support staff will investigate at their first opportunity.

What is the purpose for this maintenance?
Increasing capacity, improving redundancy, load balancing, upgrades and updates.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Unexpected Outage - Golden Grove Sub Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 14/05/2020 14:00 - 16/05/2020 08:56
  • Last Updated 14/05/2020 15:25

Dear Valued KernWi-Fi Customer,

Golden GroveSub Tower has had an unexpected power outage due to works currently being done on site by cival works to the location.

Thursday 14th of May 2.00pm - 5.00pm


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, 
please contact our Support Department (08) 7100-5432.


Kern Support

Planned Maintence - Hermitage Tower (Resolved) High

Affecting Other - KernWi-Fi

  • 15/05/2020 05:29 - 16/05/2020 08:57
  • Last Updated 14/05/2020 10:16

Dear KernW-Fi Customers,


Kern will be undertaking planned maintenance and service upgrade to our Network:

Friday 15th of May 05.30am - 07.30am (CST)

During this time, the internet may be down at intervals as we deploy new equipment.

 
If you find any issues once the upgrade window is complete, please raise a ticket ( support@kernwi-fi.com.au ) and our support staff will investigate at their first opportunity.

What is the purpose for this maintenance?
Increasing capacity, improving redundancy, load balancing, upgrades and updates.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

SA Power Network - Hilton (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/04/2020 14:55 - 20/04/2020 17:00
  • Last Updated 28/04/2020 10:32

Dear Valued KernWi-Fi Customer,

SA Power Networks have a current power outage at our Hilton Hotel Tower.

We contacted Hilton Hotel to be advised the SA Power has shut down the Hilton Hotel for 2 hours today 20/04/20. 

 We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7324 9928.


Kern Support

Voip Phone disruption (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/03/2020 14:39 - 23/03/2020 15:00
  • Last Updated 23/03/2020 16:10

To Kern Voip Clients

Monday 23/03/20 

We have been notified of a multi carrier congestion issue upstream which is impacting calls reaching Voip Clients including our own. Our Voip provider is working with these carriers to resolve the issue as soon as possible.

Apologies for that inconvenience.

We will keep you updated on the progress.

If you are still experiencing issues please contact the office on 08 700 5432 or open a job tickert. 

Regards
Kern Team 

Goggle DNS 8.8.8.8 (Resolved) Critical

Affecting Other - KernWi-Fi

  • 10/02/2020 09:00 - 11/02/2020 16:41
  • Last Updated 10/02/2020 16:43

To Kern Clients 

We have been informed today Monday 10/02/20 that goggle has a DNS issue with 8.8.8.8 that is currently been investigated by our third party IP Operations team. 

Some clients will be affected and have been advised to use our primary DNS Provider, CloudFlare.
Primary: 1.1.1.1
Secondary: 1.0.0.1

 
More information about CloudFlare DNS:
https://1.1.1.1/ 

No current ETA

Regards
KernWi-Fi Team 


Denial of Service Attack (Resolved) Critical

Affecting Other - KernWi-Fi

  • 21/01/2020 09:26 - 22/01/2020 14:02
  • Last Updated 21/01/2020 18:34

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service Tuesday 21/01/20 due to a denial of service attack .

Our engineers are currently working on our network and have identifed the source of the attacking IP's. They currently being blocked and reported.. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 992

Regards
Kern Support

Service Disruption (Resolved) Critical

Affecting Other - KernWi-Fi

  • 14/01/2020 19:38 - 14/01/2020 20:57
  • Last Updated 14/01/2020 19:40

Dear Valued KernWi-Fi Customer,

Incident Status: Service Disruption

Components: Network, Dedicated Servers, Colocation, Cloud Services, Infrastructure, Managed Wordpress Hosting, Service Desk, xDSL/EFM, Mail Filter.

 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Radius Server (Resolved) Critical

Affecting Other - Radius Server

  • 14/01/2020 18:31 - 14/01/2020 20:57
  • Last Updated 14/01/2020 19:32

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 
PPPoE - Authentication

Est. restoration: TBA

Cause:
RADIUS Server 

Status:
In-Progress, Engineers investingating


Clients to use KernWi-Fi Secure instead of KernWi-Fi until problem is fixed.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outage Notification - Hermitage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 10/01/2020 08:00 - 11/01/2020 09:37
  • Last Updated 06/01/2020 15:51

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled a power outage at our Upper Hermitage Towers for Friday 10th from 08:30am - 3:00pm.

This is affecting some customers in the following areas.

Upper and Lower Hermitage.


KernWi-Fi customers in these areas may experience some interruptions to their service.

We will have our Back Up Generators available and these will be in operation until power is restored.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


If you do experience some service difficulties after the service has been restored,
please contact our Support Department (08) 7100-5432.


Kern Support

Planned Maintence - Firmware Upgrades (Resolved) High

Affecting Other - KernWi-Fi

  • 30/12/2019 01:00 - 06/01/2020 09:39
  • Last Updated 28/12/2019 16:05

Dear KernW-Fi Customers,


Kern will be undertaking planned maintenance and service upgrade to our Network:

Monday 30th December 01.00 am – 06.00 am - 30th December - (CST).

During this time, the internet may be down at intervals of 5-15 mins.

 
If you find any issues once the upgrade window is complete, please raise a ticket ( support@kernwi-fi.com.au ) and our support staff will investigate at their first opportunity.

What is the purpose for this maintenance?
Increasing capacity, improving redundancy, load balancing, upgrades and updates.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Unexpected Technical issue - (Resolved) Critical

Affecting Other - KernWi-Fi

  • 22/12/2019 07:04 - 23/12/2019 00:00
  • Last Updated 28/12/2019 15:39

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today on our Westpac Tower due to a technical issue with our main switch.

Our technicians have conducted an upgrade and are currently on site working to resolve the issue. We should have resolved shortly.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Unexpected Network Outage - Hilton Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 18/12/2019 16:45 - 20/12/2019 09:44
  • Last Updated 18/12/2019 16:48

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today  due to a outage in the Adelaide CBD.

Our technicians are working with our provider to find the fault. Possible over heatiing of equipment. Replacement will be deployed as soon as possible. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Equipment Replacement - Adelaide (Resolved) Critical

Affecting Other - KernWi-Fi

  • 16/12/2019 09:27 - 18/12/2019 12:18
  • Last Updated 16/12/2019 09:38

To All Clients

KernWi-Fi experineced an unexpected outage over the last few days. 

An Edge Device in Adelaide/SA has failed from one of our providers and all services connecting to this device were currently offline, which included our KernWi-Fi network.

We will be replacing some equipment and monitor the service.  

Sorry for any inconvience and disruption to your connection. 

If you have any issues from this outage please let us know.

Regards
KernWi-Fi Team 

Unexpected Network Outage - Adelaide CBD (Resolved) Critical

Affecting Other - KernWi-Fi

  • 13/12/2019 10:14 - 18/12/2019 12:18
  • Last Updated 13/12/2019 10:49

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today  due to a outage in the Adelaide CBD.

Our technicians are working with our provider to find the fault.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Planned Maintenance - Hermitage Tower (Resolved) High

Affecting Other - KernWi-Fi

  • 06/12/2019 11:00 - 06/12/2019 18:16
  • Last Updated 06/12/2019 18:06

 Kern will be undertaking further planned maintenance at our Hermitage Towers Only:


Friday 6th December 11:00 – 18:00 - Friday 6th December (CST).

This will affect clients connected to our Hermitage Towers only.

During this time, the internet may be down at intervals of 5-15 mins.

 
If you find any issues once the upgrade window is complete, please raise a ticket ( support@kernwi-fi.com.au ) and our support staff will investigate at their first opportunity.

What is the purpose for this maintenance?
Replace aging Wi-Fi Equipment and cables.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Planned Maintence (Resolved) Critical

Affecting Other - KernWi-Fi

  • 29/11/2019 16:00 - 04/12/2019 01:17
  • Last Updated 29/11/2019 09:51

Dear KernW-Fi Customers,

Our Main Carrier will be undertaking software upgrade to Westpac Tower location.

Thursday 28th November 01:30 AEDT – Thursday 11th November 05:30 AEDT 


How will I be impacted?

Software upgrade on the network element should be up 2 hours

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Planned Maintence - Software Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 04/12/2019 01:30 - 05/12/2019 09:16
  • Last Updated 28/11/2019 09:37

Dear KernW-Fi Customers,

Our Main Carrier will be undertaking software upgrade.

Wednesday 4th December 01:30 AEDT – Wednesday 05:30 AEDT 


How will I be impacted?

Software upgrade on the network element should be up 2 hours

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Planned Maintence - Fibre Optical (Resolved) Critical

Affecting Other - KernWi-Fi

  • 28/11/2019 22:30 - 30/11/2019 00:11
  • Last Updated 28/11/2019 09:36

Dear KernW-Fi Customers,

Our Main Carrier will be replacing optical fibre in Salisbury Area. This will be affecting our Parafield Main Tower. 

Thursday 28th November 22:30 AEDT – Friday 29th November 06:30 AEDT 


How will I be impacted?

They will be replacing damaged optical fibre. Outage is expexted up to 8 hours. 

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Unexpected Outage -Westpac Tower only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 08/11/2019 08:29 - 08/11/2019 09:47
  • Last Updated 08/11/2019 09:47

Dear Valued KernWi-Fi Customer,
 

A  number of  customers  may have experienced some interruption to their service today Friday 8th of November.

One of our sectorials is currently offline. Our technicians are on route to Westpac tower and hope to have our connection back up and running shortly.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Unexpected Network Outage - Adelaide / SA (Resolved) Critical

Affecting Other - KernWi-Fi

  • 24/10/2019 11:01 - 08/11/2019 08:34
  • Last Updated 24/10/2019 12:19

To All Clients

KernWi-Fi experineced an unexpected outage today Thursday 24/10/19.

An Edge Device in Adelaide/SA has failed from one of our providers and all services connecting to this device were currently offline, which included our KernWi-Fi network.

This has now been resolved by the engineers from the provider and KernWi-Fi will monitor to check connectivity. 

Sorry for any inconvience and disruption to your connection. 

If you have any issues from this outage please let us know.

Regards
KernWi-Fi Team 

Network Management (Resolved) Medium

Affecting Other - KernWi-Fi

  • 02/10/2019 09:55 - 24/10/2019 12:14
  • Last Updated 09/10/2019 08:02

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to all Towers:

Commencing Wednesday 2nd October 19.00pm (AST). 

This will affect clients connected to all Towers.

During this time, the internet may be down at intervals of 5-10 mins. (Generally after busienss hours and early mornings).

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Unexpected Outage - Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 30/09/2019 19:47 - 30/09/2019 20:30
  • Last Updated 30/09/2019 19:50

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi Hermitage Tower customers  may have experienced some interruption to their service tonight Monday 30th of September.

Our technicians are on route to Hermitage tower and hope to have our connection back up and running.


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Planned Maintenance - Hermitage Towers (Resolved) Medium

Affecting Other - KernWi-Fi

  • 24/09/2019 11:30 - 24/09/2019 15:37
  • Last Updated 23/09/2019 13:08

Dear KernW-Fi Customers,


Kern will be undertaking planned maintenance and service upgrade to our Hermitage Towers Only:

Tuesday 24th September 11:30am – 03:30 pm - 24th September - (CST).

This will affect clients connected to our Hermitage Towers only.

During this time, the internet may be down at intervals of 5-15 mins.

 
If you find any issues once the upgrade window is complete, please raise a ticket ( support@kernwi-fi.com.au ) and our support staff will investigate at their first opportunity.

What is the purpose for this maintenance?
Increasing capacity, improving redundancy, load balancing, upgrades and updates.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Planned Maintenance - Northern Towers Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 21/09/2019 09:30 - 22/09/2019 08:59
  • Last Updated 21/09/2019 11:28


Dear KernW-Fi Customers,


Kern will be undertaking planned maintenance and service upgrade to our Northern Adelaide Towers Only:

Saturday 21st September 9.30am – 05:00 pm- 21st September - (CST).

This will affect clients connected to our Northern Adelaide Towers only.

During this time, the internet may be down at intervals of 5-10 mins.

 
If you find any issues once the upgrade window is complete, please raise a ticket ( support@kernwi-fi.com.au ) and our support staff will investigate at their first opportunity.

What is the purpose for this maintenance?
Increasing capacity, improving redundancy, load balancing, upgrades and updates.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

SA Power Outage - Parafield (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/09/2019 21:00 - 11/09/2019 21:34
  • Last Updated 07/09/2019 22:42


Unexpected power outage Parafield Tower:


A number of KernWi-Fi customers connected to our  Parafield Tower may experience some interruptions to their service tonight. 

Technicians have been on site followed by electricians. We have found SA Power network outage to be cause of outages. 

We have been able to re-route the power to another source until SA Power have been on site and fixed the outage. 


Thank you for your patience, and we will keep updates on this case.


Regards
Kern Support

Equipment upgrade - Westpac Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/08/2019 07:45 - 19/09/2019 16:30
  • Last Updated 15/08/2019 07:25

Dear KernW-Fi Customers,

Kern will be undertaking equipment upgrade at Westpac to one of our sectorials:

Thursday 15th August  from 7.45am - 8.30(AST). 

We will be upgrading a sectorial to the latest equipment at Westpac Tower.

How will I be impacted?
In order to upgrade  and change over your equipment your service will be down for 10-15 mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Equipment upgrade - Westpac Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 02/08/2019 08:20 - 02/08/2019 10:24
  • Last Updated 02/08/2019 08:11

Dear KernW-Fi Customers,

Kern will be undertaking equipment upgrade at Westpac to one of our sectorials:

Friday 2nd August  from 8.00am - 8.30(AST). 

We will be upgrading your sectorial to the latest equipment at Westpac Tower.

How will I be impacted?
In order to upgrade  and change over your equipment your service will be down for 10-15 mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Parafield Tower Outage - Damaged Fibre Optic (Resolved) Critical

Affecting Other - KernWi-Fi

  • 26/07/2019 02:28 - 26/07/2019 15:30
  • Last Updated 26/07/2019 11:54

We are currently experiencing an outage on the Vocus network.

This outage has been classified as a Major Incident within Vocus and has been allocated the required resources to be resolved as soon as possible.

POSTED ON: 
Jul 26, 2019 12:16 pm Sydney Time by: 

Fibre technicians are continuing to splice the affected services.

We are still on track for our ETR of 16:00 ACST and services will come back on line progressively as they are repaired.

We appreciate your patience throughout the restoration works.

Further updates will be provided within the next 2 hours.



Details of the outage are:

Fiber cut around Parafield,Adelaide

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
KernWi-Fi Team

Parafield Tower Outage - Damaged Fibre Optic (Resolved) Critical

Affecting Other - KernWi-Fi

  • 25/07/2019 23:00 - 26/07/2019 11:52
  • Last Updated 25/07/2019 18:34

Dear KernWi-Fi Customer,

We have been notified of a fibre outage due to a damage fibre optic cable. 

The outage is scheduled for work to start from:

25/07/19 23:00 - 26/07/19 06:30

Our service is expected to be down from 30- 40min to replace the damage optic fiber cable. 

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
KernWi-Fi Team

 

Equipment Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 19/07/2019 08:21 - 25/07/2019 17:23
  • Last Updated 19/07/2019 08:42

Dear KernW-Fi Customers,

Kern will be undertaking equipment upgrade one of out Westpac Sectorial:

Friday 19th July– 8:30am - 9:00pm (AST). 

We will be replacing a sectorial to provide ongoing quality service.

How will I be impacted?
In order to upgrade your connection may be down for 10-30 mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Upgrades - Parafield / Wynn Vale / Hermitage (Resolved) High

Affecting Other - KernWi-Fi

  • 30/04/2019 07:00 - 30/04/2019 08:00
  • Last Updated 19/07/2019 08:41

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to our Parafield Tower:

Tuesday 30th April – 07.00 am -  08.00am(AST).

This will affect clients connected to Parafield / Wynn Vale and Hermitage Towers only.

During this time, the internet may only be down for 15mins while new equipment is installed.

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Firmware Upgrades - Equipment (Resolved) High

Affecting Other - KernWi-Fi

  • 23/04/2019 17:30 - 24/04/2019 10:57
  • Last Updated 23/04/2019 13:15

Dear KernW-Fi Customers,

Kern will be undertaking firmware upgrade to our Equipment

Tuesday 23rd April - 17.30 - 24.00 (AST)
We will be upgrading the latest firmware to our equipment at our Westpac Tower.

How will I be impacted?
In order to upgrade your connection may be down for 5- 15 mins intervals while the system is rebooted and upgraded.

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Software Upgrade - Westpac Clients (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/04/2019 09:00 - 08/04/2019 17:38
  • Last Updated 07/04/2019 09:13

Dear KernW-Fi Customers,

Kern will be undertaking software upgrade to Clients Dishes and  Westpac Sectorials:

Sunday 7th April – 9:00am - 5:00pm (AST). 

We will be upgrading your dish to the latest firmware and also connections to Westpac Tower.

How will I be impacted?
In order to upgrade your connection may be down for 5- 10 mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Annual Electrical Shutdown - Westpac House (Resolved) Critical

Affecting Other - KernWi-Fi

  • 06/04/2019 06:00 - 07/04/2019 09:09
  • Last Updated 05/04/2019 15:36

Dear KernW-Fi Customer,

Westpac House will be undertaking scheduled annual electrical maintenance:

Saturday 6th April 06.00am - 5.00pm (AST). 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?

This work will include full power shutdown of the entire building, for annual maintenance.

Our backup generators will be use during this event.


How will I be impacted?

Some brief 5-10 minute outages will occur from:

Saturday  6th April  6.00am – 7.00am (AST)

 
If you find any issues once the maintenance window is complete, please raise a ticket or contact our Support Department:
08) 7100-5432 and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

KernWi-Fi Team

Unexpected Tower Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 09/01/2019 13:50 - 29/01/2019 09:44
  • Last Updated 09/01/2019 15:28

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi Parafield Tower customers  may have experienced some interruption to their service today Wednesday  9th of January due to electricians on-site turning power off.

The tower owner had electricans on-site to add extra saftey switches to their network and they accidently turned our equipment off to which was not atticipated by the tower owner.

Our UPS should have been activated but failed. We will replace this faulty UPS shortly in the early morning and will advise of a day and time. 



We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Weather Damage - Westpac Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 13/12/2018 15:11 - 14/12/2018 08:30
  • Last Updated 13/12/2018 15:17

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today due to weather damage to one of the sectorials.
Our technicians are on route to site to solve this problem. Due to the weather conditions on that tower an ETA of full service recovery has not been issued.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432.


Regards
KernWi-Fi Team

SA Power Outage Notification - Hermitage Towe (Resolved) Critical

Affecting Other - KernWi-Fi

  • 16/11/2018 10:30 - 13/12/2018 15:11
  • Last Updated 16/11/2018 12:04

Dear Valued KernWi-Fi Customer,

SA Power Networks have a current power outage at our Upper HermitageTower.
This is affecting some customers in the following areas.

Upper Hermitage, Lower Hermitage, Banksia Park, and extended areas. 


Due to SA Power Networks. KernWi-Fi customers in these areas will experience some interrruptions to their service.

We have connected our Back Up Generator and this will be in operation until power is restored. 

 We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.



If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7324 9928.


Kern Support

SA Power Outage - Wynn Vale Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/11/2018 06:34 - 15/11/2018 10:33
  • Last Updated 16/11/2018 12:01

Dear Valued KernWi-Fi Customer,

SA Power Networks have a current power outage at our Wynn Vale Tower.
This is affecting some customers in the following areas.


  Golden Grove, Wynn Vale, Modbury Height, Gulfview Heights and extending out to other locations. 


Due to SA Power Networks. KernWi-Fi customers in these areas will experience some interrruptions to their service.

As were unable to connect our Back Up Generator we will endouvour to obatain a solution so that in the near future we will be able to provide power when an outage occurs. 

 We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.



If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7324 9928.


Kern Support

Software Upgrade - Westpac Clients (Resolved) High

Affecting Other - KernWi-Fi

  • 18/10/2018 12:27 - 13/12/2018 15:11
  • Last Updated 30/10/2018 10:40

Dear KernW-Fi Customers,

Kern will be undertaking software upgrade to Clients Dishes and  Westpac Sectorials:

Thursday 18th October – Thursday 11th November (AST). 

We will be upgrading your dish to the latest firmware and also connections to Westpac Tower.

How will I be impacted?
In order to upgrade your connection may be down for 5- 10 mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Core Router Upgrade and Maintenance (Resolved) Critical

Affecting Other - KernWi-Fi

  • 24/09/2018 23:00 - 18/10/2018 12:25
  • Last Updated 18/09/2018 13:10

Dear KernW-Fi Customer,

KernWi-Fi will be undertaking scheduled platform maintenance:
Monday 24th of September 11.00pm - 01.00am Tuesday 24th of September  (AST). 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
We will upgrade our Core Router to the latest version and general maintanence. 

How will I be impacted?
In order to upgrade your connection may be down for 20mins while this occurs. 
Since the Core Router is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket or contact our Support Department (08) 7100-5432
and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

KernWi-Fi Team

SA Power Outage Notification - Hermitage Towe (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/09/2018 08:00 - 12/09/2018 15:00
  • Last Updated 18/09/2018 13:07

Dear Valued KernWi-Fi Customer,

SA Power Networks has advised scheduled power outages for the following date and locations:
 
Wednesday 12th September from 08:00 - 15.00.
 
Hermitage Towers and surrounding Areas. ( Gould Creek, Houghton, Inglewood, Lower Hermitage,Upper Hermitage).
 
A small number of KernWi-Fi customers in these areas may experience some interruptions to their service.
 
Our backup Generators will be enabled at this time.
 
If you do experience some service difficulties after the scheduled power outages, please contact our Support Department (08) 7100-5432


Hi All, KernWi-Fi users. Power has been restored, however we are still running on backup generators until after 17:00 today. We will be swapping out a UPS that will impact a brief outage when this occurs. I will update again once this has been completed.

KernWi-Fi Servers (Resolved) Critical

Affecting System - KernWi-Fi - Web / Email Servers

  • 13/07/2018 09:00 - 28/07/2018 01:05
  • Last Updated 13/07/2018 10:30

Incident Status

Degraded Performance

Components

Network, Dedicated Servers, Colocation, Cloud Services, Infrastructure, Managed Wordpress Hosting, Service Desk, xDSL/EFM

[Investigating] Network engineers are currently investigating network interruptions. Further updates will be provided when possible.

Planned Maintenance - Hermitage Tower Only (Resolved) Medium

Affecting Other - KernWi-Fi - Tower

  • 08/05/2018 08:30 - 08/05/2018 17:30
  • Last Updated 04/06/2018 16:06

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to Hermitage Tower Only:

Tuesday 8th May – 8.30 until 17.30 (AST).

This will affect clients connected to Hermitage Tower only.

During this time, the internet may be down at intervals of 5-10 mins.

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

SA Power Outage Notification - Hermitage Towe (Resolved) Critical

Affecting Other - KernWi-Fi

  • 06/06/2018 08:30 - 13/07/2018 10:31
  • Last Updated 04/06/2018 16:06

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:

Hermitage Tower and surrounding Areas. ( Gould Creek,Hougton, Inglewood, Lower Hermitage,Upper Hermitage)


Wednesday 6th Junefrom 08:30am - 16.00pm.

A small number of KernWi-Fi customers in these areas may experience some interruptions to their service.

SA Power Networks have scheduled this for maintain / upgrade to the local electricity networks.

 
Our backup Generator will be enabled at this time.


If you do experience some service difficulties scheduled power outages, please contact our Support Department (08) 7100-5432

Kern Support

Planned Maintenance -Parafield Tower only (Resolved) High

Affecting Other - KernWi-Fi

  • 26/04/2018 00:00 - 27/04/2018 06:00
  • Last Updated 27/04/2018 18:48

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to Hermitage Tower Only:

Thursday 26th April – 12.00 am - 27th April - 06.00am(AST).

This will affect clients connected to ParafieldTower only.

During this time, the internet may be down at intervals of 5-10 mins.

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Planned Maintenance - Hermitage Tower Only (Resolved) Medium

Affecting System - KernWi-Fi - Tower

  • 19/04/2018 08:30 - 22/04/2018 01:12
  • Last Updated 18/04/2018 15:47

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to Hermitage Tower Only:

Thursday 19th April – 8.30 until 10.30 (AST).

This will affect clients connected to Hermitage Tower only.

During this time, the internet may be down at intervals of 5-10 mins.

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Planned Maintenance - Hermitage Tower Only (Resolved) Medium

Affecting System - KernWi-Fi - Tower

  • 14/04/2018 09:00 - 18/04/2018 15:56
  • Last Updated 14/04/2018 13:45

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to Hermitage Tower Only:

Saturday 14th April – 9.00- Sunday 15th April 18.30 (AST).

This will affect clients connected to Hermitage Tower only.

During this time, the internet may be down at intervals of 5-10 mins.

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Planned Maintenance - Hermitage Tower Only (Resolved) Medium

Affecting Other - KernWi-Fi - Tower

  • 13/04/2018 00:30 - 14/04/2018 13:46
  • Last Updated 12/04/2018 23:16

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to Hermitage Tower Only:

Friday 13th April – 00.30-01.30 (AST).

This will affect clients connected to Hermitage Tower only.

During this time, the internet may be down at intervals of 5-10 mins.

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Planned Maintenance - Hermitage Tower Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/04/2018 17:30 - 12/04/2018 18:30
  • Last Updated 12/04/2018 18:52

Dear KernW-Fi Customers,

Kern will be undertaking planned maintenance and service upgrade to Hermitage Tower Only:

Thursday 12th April – 17.30-18.30 (AST). 

This will affect clients connected to Hermitage Tower only.

During this time, the internet may be down at intervals of 5-10 mins.

We thank all of our loyal customers for your patience while we are upgrading the network for our expanding business


If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Software Upgrade - Westpac Tower Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 11/04/2018 02:00 - 11/04/2018 03:00
  • Last Updated 12/04/2018 18:52

Dear KernW-Fi Customers,

Kern will be undertaking service upgrade to Westpac Sectorials:

Wednesday 11th April – 02.00-03.00  (AST). 

We will be upgrading your connections to Westpac Tower.


How will I be impacted?
In order to upgrade your connection may be down for 5- 10 mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Hermitage Sub Tower (Resolved) Critical

Affecting Other - KernWi-Fi - Tower

  • 12/04/2018 03:25
  • Last Updated 12/04/2018 18:52

Dear KernW-Fi Customer,

Kern will be undertaking service upgrade to Hermitage Sub-Tower Only:
Thursday 12th May – 03.00-12.00  (AST). 

We will be upgrading and performing maintence at our Hermitage Sub-Tower Tower.


How will I be impacted?
In order to upgrade your connection may be up and down during this period while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Software Upgrade - Westpac Tower Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/04/2018 02:00 - 11/04/2018 10:59
  • Last Updated 11/04/2018 10:59

Dear KernW-Fi Customers,

Kern will be undertaking service upgrade to Westpac Sectorials:

Thursday 12th April – 02.00-03.00  (AST). 

We will be upgrading your connections to Westpac Tower.


How will I be impacted?
In order to upgrade your connection may be down for 5- 10 mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Hermitage Sub-Tower Upgrade (Resolved) High

Affecting Other - KernWi-Fi

  • 27/03/2018 09:00 - 09/04/2018 12:13
  • Last Updated 27/03/2018 12:40

Dear KernW-Fi Customer,

Kern will be undertaking service upgrade to Hermitage Sub-Tower Only:
Tuesday 27th March – 09.00-12.00  (AST). 

We will be upgrading and performing maintence at our Hermitage Sub-Tower Tower.


How will I be impacted?
In order to upgrade your connection may be up and down during this period while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards

KernWi-Fi Team

Critical Service Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 26/02/2018 04:00 - 26/02/2018 09:05
  • Last Updated 26/02/2018 03:57

Dear KernW-Fi Customer,

Kern will be undertaking critical service upgrade .

Monday February 26th– 04.00-5.00 (AST). 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.


How will I be impacted?
In order to upgrade your connection may be down for 5-15 mins. 

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
KernWi-Fi Team

 

Parafield Tower Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/02/2018 22:30 - 23/02/2018 18:08
  • Last Updated 20/02/2018 22:34

Dear KernWi-Fi Customer,

We have had an unexpected outage at our Parafield Tower location only due to Parafield Airport conducting High Voltage Testing. 

Our service is expected to be down from 8.00pm - 1.00am.

Unfortunately we were not notified of this planned yearly maintence at Parafield Airport. 

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
KernWi-Fi Team

 

Connectivity Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/02/2018 02:00 - 20/02/2018 22:22
  • Last Updated 20/02/2018 07:51

To KernWi-Fi Clients

A connectivity outage has been reported this morning
at 2.30am. Our technicians are currently on site
working on the fault.  We are hoping to have this resolved shortly.
We apologies for any inconvience. 

Regards
KernWi-Fi Team

UPS - Parafield Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 22/01/2018 19:00 - 23/02/2018 18:08
  • Last Updated 17/01/2018 15:14

Dear Valued KernWi-Fi Customer,

KernWi-Fi will be adding a UPS device to assist with network outage which may occur on Monday 22nd of January 2018.

This will affect clients connected to Parafield Tower only.

During this time, the internet may be down for 10mins.

We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

 

Regards
Kern Support

Software Upgrade - Parafield Tower Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 22/01/2018 04:00 - 23/02/2018 18:07
  • Last Updated 17/01/2018 14:56

Dear KernW-Fi Customer,

Kern will be undertaking service upgrade to Parafield Tower Only:
Monday 22nd  January – 04.00-05.00  (AST). 

We will be upgrading our software at our Parafield Tower.


How will I be impacted?
In order to upgrade your connection may be down for 30mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

 

Software Upgrade - Hermitage Sub-Tower- Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/01/2018 04:00 - 23/02/2018 18:07
  • Last Updated 17/01/2018 14:53

Dear KernW-Fi Customer,

Kern will be undertaking service upgrade to Hermitage Sub-Tower Only:
Tuesday 23rd  January – 04.00-05.00  (AST). 

We will be upgrading our software at our Hermitage Sub-Tower Tower.


How will I be impacted?
In order to upgrade your connection may be down for 30mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Software Upgrade - Wynn Vale Tower - Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 19/01/2018 04:00 - 23/02/2018 18:07
  • Last Updated 17/01/2018 14:44

Dear KernW-Fi Customer,

Kern will be undertaking service upgrade to Wynn Vale Tower Only:
Friday 19th January – 04.00-05.00  (AST). 

We will be upgrading our software at our Wynn Vale Tower.


How will I be impacted?
In order to upgrade your connection may be down for 30mins while this occurs.  

If you find any issues once the upgrade window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

 

KernWi-Fi Controller (Resolved) Critical

Affecting Other - KernWi-Fi Controller

  • 16/01/2018 08:05 - 16/01/2018 10:07
  • Last Updated 16/01/2018 08:08

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today due to a server outage with the KernWi-Fi Controller.

Network engineers are currently investigating the cause.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432


Regards
Kern Support

KernW-Fi Servers (Resolved) Critical

Affecting System - KernWi-Fi Servers

  • 14/01/2018 05:20 - 14/01/2018 11:07
  • Last Updated 14/01/2018 05:21


We are currently experiencing some connectivity issues in multiple locations.
Network engineers are currently investigating the cause.

SA Power Outage Notification - Hermitage Twr (Resolved) High

Affecting Other - KernWi-Fi - Tower

  • 10/01/2018 08:00 - 13/01/2018 17:44
  • Last Updated 06/01/2018 11:39

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:

Hermitage Tower and surrounding Areas.


Wednesday 10th January from 08:00am - 15:30pm.

A small number of KernWi-Fi customers in these areas may experience some interruptions to their service.

SA Power Networks have scheduled this for maintain / upgrade to the local electricity networks.

 
Our backup Generator will be enabled at this time.


If you do experience some service difficulties scheduled power outages, please contact our Support Department (08) 7100-5432

Kern Support

Service Upgrade - Parafield Tower Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 13/12/2017 10:51 - 14/12/2017 05:00
  • Last Updated 20/12/2017 08:34

Dear KernW-Fi Customer,

Kern will be undertaking service upgrade to Parafield Tower Only:
Wednesday December 13th – 11.00- 05.00 (AST). 

We are in the process of upgrading our core network at Parafield Tower and you may notice some intermittency service during this time. 
The full upgrade will occur have business working hours to be fully implemented. 

What is this maintenance for?
We will upgrade you to the fibre connection. 

How will I be impacted?
In order to upgrade your connection may be down for short times during the day.  

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
KernWi-Fi Team

 

Service Upgrade - Parafield Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 11/12/2017 11:00 - 11/12/2017 11:40
  • Last Updated 13/12/2017 10:57

Dear Valued KernWi-Fi Customer,

We are in the process of upgrading our core network and have introduced a new dedicated fibre link to our Parafield Link.
Unfortuanely were given a short time from our service provider of connection of new link. 

Due to a technical problem the interent was off-line in the morning that was unexpected but has now been resolved soon after and interent back on line. 

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

KernWi-Fi - Web / Email Servers - Upgrades (Resolved) Medium

Affecting System - KernWi-Fi - Web / Email Servers

  • 06/11/2017 00:00 - 03/01/2018 18:55
  • Last Updated 02/12/2017 19:24

Dear KernW-Fi Web / Email Hosting Customer,

Kern will be undertaking scheduled Web Server Upgrades:

Monday November 6th – 00:00 - Friday December 22nd – 23:59 (AST).

We've identified that these upgrades will affect our Web / Email Hosting Customers . Please continue reading to understand the implications.

What are these upgrades for?
We will upgrade our Web / Email Servers to the latest hardware and software versions.

How will I be impacted?
In order to upgrade the Web / Email Servers, we need to move your current Web Site / Email Services  the new Servers.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

KernWi-Fi Support

Planned Maintenance-Hermitage North Tower Onl (Resolved) Medium

Affecting Other - KernWi-Fi - Hermitage Sub-Tower

  • 25/11/2017 09:00 - 02/12/2017 19:18
  • Last Updated 21/11/2017 13:17

Dear Valued KernWi-Fi Customer,

KernWi-Fi will be conducting some planned maintenance and upgrades on:
Saturday the 25th of November 2017 from 9:00 - 13:00.
 
This will affect our clients connected to Hermitage North Sub-Tower only.
During this time, the internet may be down at intervals of 30 mins.
 
What is this for?
We will be upgrading and replacing hardware at this tower.
 
Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.
 
 
Regards
Kern Support

Unexpected Outage - Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 10/11/2017 20:00 - 16/11/2017 16:21
  • Last Updated 10/11/2017 22:34

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi Hermitage Tower customers  may have experienced some interruption to their service tonight Friday 10th of November due to faulty equipment at Hermitage Tower.

Our technicians were able to source the problem quickly and have our connection back up and running.

We are planning some schedule maintenance Wed 15th of November 2017 after working hours to diagnose and replace any non complaint equipment.

Time to be advised.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

SA Power Outage - Wynn Vale Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/11/2017 13:00 - 07/11/2017 15:15
  • Last Updated 07/11/2017 15:11

Dear Valued KernWi-Fi Customer,

SA Power Networks has had unexpected power outages with crews currently investiagating:

Wynn Vale Tower

A number of KernWi-Fi customers connected to our  Wynn Vale Tower may experience some interruptions to their service.
SA Power Networks is currently working to restore power and estimate to be resolved by 16:15  7/11/2017.


Thank you for your patience, and we will keep updates on this case.


Regards
Kern Support

Planned Maintenance - Hermitage Tower Only (Resolved) Medium

Affecting Other - KernWi-Fi - Hermitage

  • 04/11/2017 14:14 - 05/11/2017 23:14
  • Last Updated 04/11/2017 14:12

Dear Valued KernWi-Fi Customer,

KernWi-Fi will be conducting some planned maintenance and upgrades on

Saturday 4th November from 14:00 - Sunday 5th November 17.00

This will affect clients connected to Hermitage Tower only.

During this time, the internet may be down at intervals of 5-10 mins.


Status:

In-Progress, Engineers working on planned maintenance

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.


Regards
Kern Support

Core Router Upgrade for Business Customers (Resolved) Critical

Affecting Other - KernWi-Fi Core

  • 31/10/2017 18:30 - 31/10/2017 20:30
  • Last Updated 01/11/2017 17:16

Dear KernW-Fi Customer,

Kern will be undertaking a Core Router Upgrade for our Business Grade Customers:
Tuesday 31st October 18:30– 20:30 (AST).

We've identified that this implemation will impact you. Please continue reading to understand the implications.

What is this for?
Due to the expansion of KernWi-Fi we need to have the latest equipment to best service all our Business Grade Customers.

How will I be impacted?
In order to upgrade the Core Router, we need to shut down the old Core Router to be able to transfer to the new.
Since the Core Router is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outage - Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 01/11/2017 12:00
  • Last Updated 01/11/2017 17:14

Dear Valued KernWi-Fi Customer,

SA Power Networks has had unexpected power outages due to damaged equipment for the following locations:

Upper Hermitage Tower 

A number of KernWi-Fi customers connected to our Hermitage Tower may experience some interruptions to their service.
SA Power Networks is currently working to restore power and estimate to be resolved by 19:30 1/11/2017.

We have implemented to use of backup energy sources that will be able to provide sufficient long-term power until power is restored. 


Thank you for your patience, and we will keep updates on this case.


Regards
Kern Support

Planned Maintenance - Hermitage Tower Only (Resolved) Critical

Affecting Other - KernWi-Fi

  • 28/10/2017 09:00 - 30/10/2017 17:38
  • Last Updated 27/10/2017 14:39

Dear Valued KernWi-Fi Customer,

KernWi-Fi will be conducting some planned maintenance and upgrades on Saturday 28th October from 9.00am-5.00pm

This will affect clients connected to Hermitage Tower only.

During this time, the internet may be down at intervals of 5-10 mins.


Status:

In-Progress, Engineers working on planned maintenance

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
Kern Support

Core Router Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi Core

  • 25/10/2017 18:00 - 25/10/2017 19:00
  • Last Updated 27/10/2017 14:25

Dear KernW-Fi Customer,

Kern will be undertaking new Core Router:
Wednesday 25th October 18.00– 19:00 (AST). 

We've identified that this implemation will impact you. Please continue reading to understand the implications.

What is this for?
Due to the expansion of  KernWi-Fi we need to have the latest equipment to best service all our clients. 

How will I be impacted?
In order to upgrade the Core Router, we need to shut down the old Core Router to be able to transfer to the new. 
Since the Core Router is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

 

Unexpected Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 25/10/2017 12:30 - 25/10/2017 23:58
  • Last Updated 25/10/2017 13:55

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today  due to a outage on a core router at Westpac.
Our technicians were able to source the problem quickly and have our connection back up and running.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7100 5432

Regards
Kern Support

Wynn Vale Tower - Speed Upgrade (Resolved) High

Affecting Other - KernWi-Fi

  • 06/10/2017 00:00 - 25/10/2017 16:49
  • Last Updated 04/10/2017 15:54

Dear KernW-Fi Customer,

Kern will be undertaking scheduled Speed Upgrade on our Wynn Vale Tower
Friday October 6th and Saturday October 7th 2017. 

We've identified that this maintenance will impact Wynn Vale Tower users only. Please continue reading to understand the implications.

What is this maintenance for?
We will be upgrading link speed. 

How will I be impacted?
In order to upgrade the link speed we may need to restart and stop your service. (5 min increments).

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
KernWi-Fi Team

 

Service Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 27/09/2017 03:00 - 04/10/2017 14:51
  • Last Updated 25/09/2017 10:51

Dear KernW-Fi Customer,

Kern will be undertaking scheduled platform maintenance:
Wednesday September 27th – 03.00 - 05.00 (AST). 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
We will upgrade you to the latest version. 

How will I be impacted?
In order to upgrade your connection will be down for approximately 5mins.  

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Regards
KernWi-Fi Team

 

Melbourne to Adelaide Transmission Link Failu (Resolved) Critical

Affecting Other - KernWi-Fi

  • 18/09/2017 09:05
  • Last Updated 20/09/2017 15:31

Technical Summary

 Melbourne to Adelaide Transmission Link Failure

Technical Summary

A domestic link failure between Melbourne to Adelaide had caused redundant network links to operate at capacity.

18/09/2017 00:00 - In-Progress

Affected Service(s)

External Connectivity
KernWi-Fi customers may have had experienced higher than usual latency & packet loss. This may have caused slower than usual browsing speeds and would have impacted online gaming/streaming.

Voice
KernWi-Fi Customers may have experienced poor call quality or drop outs when using their VoIP, Fibrephone or Netphone service.


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

 

 

SA Power Outage Notification - Hermitage Towe (Resolved) High

Affecting Other - KernWi-Fi

  • 20/09/2017 08:00 - 20/09/2017 16:00
  • Last Updated 20/09/2017 15:31

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:


Upper Hermitage Tower 

Wednesday 20th September  from 08:00am - 15:00pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for mainitan/upgrade to the local electricity networks.
We will be having a back up genertor on site at this location for this time period.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7100 5432

Kern Support

Interfernce Issues (Resolved) Critical

Affecting Other - KernWi-Fi

  • 19/09/2017 09:00 - 27/09/2017 09:52
  • Last Updated 20/09/2017 08:50

Dear Valued Client

there are some ongoing interference issues at Westpac that is preventing some clients to connect correctly.

Due to the complex nature of this, we are trying to resolve this as quickly as possible.
We need to re-channel the transmitter to do this and involves multiple reboots, which cause everyone else to drop and reconnect.

We have an window tonight after 12:00  19/09/17 where we will attempt to correct this.

We do apologise for any inconvenience caused by this unexpected interruption to service.

Regards
KernWi-Fi Team

 

Unexpected Outage (Resolved) Low

Affecting System - System

  • 04/09/2017 07:47
  • Last Updated 04/09/2017 08:56

Dear Valued KernWi-Fi Customer,

A number of KernWi-Fi customers may be experiencing some interruption to their service tonight due to an unexpected outage on a core switch at Westpac.

Our technicians have restored services to full operations and will continue to monitor throughout the evening.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Unexpected Outage - Investigating (Resolved) Low

Affecting Other - Core Router

  • 07/08/2017 18:00 - 10/08/2017 15:39
  • Last Updated 07/08/2017 19:41

Dear Valued KernWi-Fi Customer,

A number of KernWi-Fi customers may be experiencing some interruption to their service tonight due to an unexpected outage on a core switch at Westpac.

Our technicians have restored services to full operations and will continue to monitor throughout the evening. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


System Upgrade - Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 13/07/2017 18:00 - 13/07/2017 19:00
  • Last Updated 17/07/2017 16:09

Dear Valued KernWi-Fi Customer,

We are in the process of upgrading our core network to increase our reliability of our services. We have noticed some intermittency service this morning.
During this time our service will be up and down while we upgrade and re-boot.

This has been confirmed to be completed
ETA: 13/07/17 - 18.00 - 19.00

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

System Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 17/06/2017 11:09 - 25/06/2017 17:33
  • Last Updated 17/06/2017 18:02

Dear Valued KernWi-Fi Customer,

We are currently investigating interference to our Hermitage Tower Location.

This is currently affecting clients in the Montacute and Lower Hermitage Area.

We will update and advise when completed. 


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

Planned Maintenance (Resolved) Critical

Affecting System - Fibre Link Sydney - Adelaide

  • 31/05/2017 00:00 - 17/06/2017 12:37
  • Last Updated 31/05/2017 02:16

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers.

KernWi-Fi – Planned Maintenance

Status:
In-Progress, Engineers working on planned maintenance

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outages Notification (Resolved) Critical

Affecting Other - SA Power Outages Notification

  • 24/05/2017 08:00 - 28/05/2017 12:38
  • Last Updated 24/05/2017 09:29

Wednesday 22nd of May from 8.30am - 15:30pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for mainitan/upgrade to the local electricity networks.


If you do experience some service difficulties after the outage, please contact our Support Department (08) 7324 9928

Kern Support

KernWi-Fi (Resolved) High

Affecting System - PPPoE - Authentication

  • 22/05/2017 11:45 - 24/05/2017 09:26
  • Last Updated 22/05/2017 12:28

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers.

KernWi-Fi – PPPoE OUTAGE NOTIFICATION

Service Locations Effecting:
PPPoE - Authentication

st. restoration: TBA

Cause:
RADIUS Server

Status:
In-Progress, Engineers investingating


Clients to use KernWi-Fi Secure instead of KernWi-Fi until problem is fixed.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outage Notification (Resolved) High

Affecting Other - KernWi-Fi

  • 22/05/2017 08:00 - 31/05/2017 01:56
  • Last Updated 17/05/2017 12:49


   
Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:


Forest Range, Lenswood, Montacute


Monday 22nd of May  from 08:00am - 15:00pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for mainitan/upgrade to the local electricity networks.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

System Upgrades (Resolved) Medium

Affecting Other - KernW-Fi - Semaphore Sub Tower

  • 15/04/2017 13:00 - 18/04/2017 12:33
  • Last Updated 15/04/2017 11:23

Dear Valued KernWi-Fi Customer,

We are in the process of upgrading our Semaphore Sub Tower.

During this time, the service will need to be restarted several times, causing loss of internet services, for customers connecting to Semaphore Sub Tower only.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

Radius Server (Resolved) Critical

Affecting Other - KernWi-Fi

  • 13/04/2017 10:58 - 13/04/2017 14:00
  • Last Updated 13/04/2017 17:11

Dear Valued KernWi-Fi Customer,

Our Data Centre have notified us of the below message which may be affecting some KernWi-Fi customers. 

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 
PPPoE - Authentication

st. restoration: TBA

Cause:
RADIUS Server 

Status:
In-Progress, Engineers investingating


Clients to use KernWi-Fi Secure instead of KernWi-Fi until problem is fixed.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Networks - Outage (Resolved) Critical

Affecting Other - KernWi-Fi - Upper Hermitage

  • 12/04/2017 17:45 - 12/04/2017 19:49
  • Last Updated 12/04/2017 18:18

SA Power Networks - Outage

SA Power Networks have a current power outage at our Upper Hermitge Tower.
Our Backup Generator is up and running.

This is affecting some customers in the following areas.


Cudlee Creek, Hougton, Lower Hermitage, Millbrook, Paracoombe, Semaphore, Upper Hermitage,


A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
Due to SA Power Networks.

If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7324 9928

Kern Support

SA Power Networks - Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 09/04/2017 11:56 - 09/04/2017 13:23
  • Last Updated 09/04/2017 12:02

Dear Valued KernWi-Fi Customer,

SA Power Networks have a current power outage at our Golden Grove Tower.
This is affecting some customers in the following areas.


 Athelstone, Golden Grove, Wynn Vale, Upper Hermitage, Waterloo Corner.


A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
Due to SA Power Networks.

If you do experience some service difficulties after the service has been restored, please contact our Support Department (08) 7324 9928

Kern Support

System Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 31/03/2017 17:00 - 02/04/2017 17:00
  • Last Updated 04/04/2017 15:55

Dear Valued KernWi-Fi Customer,

We are in the process of upgrading our core network to increase our reliability of our services.

This has been confirmed to be completed
ETA: 02/04/17 - 17:00

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

SA Power Outages Notification (Resolved) Critical

Affecting Other - KernWi-FI

  • 03/04/2017 10:34 - 03/04/2017 17:03
  • Last Updated 03/04/2017 10:35

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:


 Upper Hermitage



Monday 3rd of April from 10.30am - 15:30pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for mainitan/upgrade to the local electricity networks.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Static IP addresses (Resolved) High
  • 31/03/2017 11:51 - 31/03/2017 17:00
  • Last Updated 03/04/2017 09:48

Dear Valued KernWi-Fi Customers,

This applies to our customers with fixed Static IP's

With the swap over to our new carrier, we are still in the process of allocating the fixed Static IP addresses.
Wil update once we know more information.

Thankyou for your patience.

KernWi-Fi

System Upgrades (Resolved) Critical

Affecting Other - KernWi-Fi

  • 30/03/2017 22:00 - 30/03/2017 23:40
  • Last Updated 30/03/2017 16:07

Dear Valued KernWi-Fi Customer,

We are in the process of upgrading our core network to increase our reliability of our services.

During this time, the service will need to be restarted several times, causing loss of internet services.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

International DNS latency issue 8.8.8.8 (Resolved) Medium

Affecting Other - KernWi-Fi - International DNS Server

  • 26/03/2017 00:43 - 29/03/2017 21:52
  • Last Updated 27/03/2017 14:44

Dear Valued KernWi-Fi Customer,

A number of KernWi-Fi customers may have experienced some latency to their service today due to a outage from an international connection.

The following has been reported by our upstream provider.

International DNS latency issue 8.8.8.8

DNS Servers have been updatded to local during this time.

In-Progress

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

 If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

KernWi-Fi Controller Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 27/03/2017 00:00 - 27/03/2017 01:43
  • Last Updated 26/03/2017 14:32

Dear Valued KernWi-Fi Customer,

We are in the process of upgrading our KernWi-Fi Controller to increase our reliability of our services.

During the window below, some customers may not be able to acccess KernWi-Fi, KernHotSpot Secure and or KernHotSpot.

27/03/17 - 12:00 - 01:00

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

System Upgrades (Resolved) Critical

Affecting Other - KernWi-Fi

  • 17/03/2017 00:00 - 20/03/2017 04:32
  • Last Updated 20/03/2017 04:30

Dear Valued KernWi-Fi Customer,

We are in the process of upgrading our core network to increase our reliability of our services.

During this time, the service will need to be restarted several times, causing loss of internet services.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

Regards
KernWi-Fi Team

A domestic link failure Sydney Adelaide (Resolved) Critical

Affecting Other - KernWi-Fi

  • 14/03/2017 00:00 - 20/03/2017 04:32
  • Last Updated 20/03/2017 04:29

Technical Summary

A domestic link failure between Sydney and Adelaide had caused redundant network links to operate at capacity.

14/03/2017 00:00 - In-Progress

Affected Service(s)

External Connectivity
KernWi-Fi customers may have had experienced higher than usual latency & packet loss. This may have caused slower than usual browsing speeds and would have impacted online gaming/streaming.

Voice
KernWi-Fi Customers may have experienced poor call quality or drop outs when using their VoIP, Fibrephone or Netphone service.


We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team





Fibre Link Failure (Resolved) Critical

Affecting Other - KernWi-Fi

  • 19/03/2017 00:50 - 20/03/2017 04:19
  • Last Updated 19/03/2017 20:54

Technical Summary

A domestic link failure between Sydney and Adelaide has caused redundant network links to operate at capacity.

Affected Service(s)

External Connectivity
KernWi-Fi Customers may experience higher than usual latency & packet loss. This may cause slower than usual browsing speeds and will impacted browsing, online gaming/streaming.

Voice
Customers may experience poor call quality or drop outs when using their VoIP, Fibrephone or Netphone service.

Resolution

Our network partner have advised of a fibre break affecting interstate links. Remote hands have arrived on site however due to heavy rainfall and flooding they are unable to access the cable for repairs, causing delays.

Impacted Area(s)

  • Victoria
  • Western Australia
  • South Australia
  • Australian Capital Territory
  • Tasmania

Unexpected Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 14/03/2017 13:24 - 17/03/2017 19:00
  • Last Updated 18/03/2017 11:13

Dear Valued KernWi-Fi Customer,

KernWi-Fi have been advised that services are restored and are now just waiting for the fault to be signed off by our engineers.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team 

System Maintenance (Resolved) Critical

Affecting Other - KernWi-Fi

  • 15/03/2017 11:09 - 17/03/2017 01:30
  • Last Updated 17/03/2017 01:39

KernWi-Fi customers  may have experienced some interruption to their service due to planned maintenance.

Maintenance will commence: 17/03/17 - 0:00
Completion ETA: 17/03/17 - 01:30


We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi Team

Unexpected Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 14/03/2017 16:40
  • Last Updated 15/03/2017 11:08


Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today  due to a outage from interstate connection.
Our technician are working with Interstate supplier to have the connection back on line as soon as possible.

In-Progress

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.


Regards
KernWi-Fi 

External Connectivity - Australia (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/02/2017 14:00
  • Last Updated 13/03/2017 14:31

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today  due to a outage from interstate connection.
Our technician worked with Interstate supplier to have the connection back on line as soon as possible.

The following has been reported by our upstream provider.

SA, WA | Adelaide to Perth | Inter-Capital Transmission Link Failure

3rd Party Carrier report damaged fibre cable, due to wash out, no ETR, TransNOC

3rd Party Carrier still unable to access damaged cable due to police road closures, No ETR. Next update on status change. TransNOC

In-Progress

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928



SA Power Outages Notification - Extreme Weath (Resolved) High

Affecting Other - KernWi-Fi

  • 19/01/2017 21:06 - 09/02/2017 17:15
  • Last Updated 19/01/2017 21:08

Dear Valued KernWi-Fi Customer,

Due to extreme weather across South Australia, SA Power Networks experienced wide spread power outages across the state.

 

Estimated return of power  - To be advised

 
Due to the Storm Activity  across the State a number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power r crews are working to restore power as soon as possiable. 


If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

We hope all our customers stay safe.
Kern Support

External Connectivity - Australia (Resolved) Critical

Affecting Other - KernWi-Fi

  • 13/01/2017 13:41
  • Last Updated 14/01/2017 15:24

Dear Valued Customers Customers may notice slower than expected speeds, latency and packet-loss to international destinations in Asia. This may result in web pages taking longer to load, as well as impact to time-sensitive activities such on line gaming. This network upgrade works in affecting - Australia. KernWi-Fi

SA Power Outages Notification (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/12/2016 08:00 - 20/12/2016 15:00
  • Last Updated 20/12/2016 09:41

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:


Houghton, Upper Hermitage



Tuesday 20th December from 08:00am - 15:00pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for mainitan/upgrade to the local electricity networks.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

SA Power Networks Unexpected Power Outage (Resolved) High

Affecting Other - KernWi-Fi

  • 08/12/2016 04:53 - 08/12/2016 20:51
  • Last Updated 08/12/2016 11:27

Dear Valued KernWi-Fi Customer,

SA Power Networks  unexpected power outages for the following date and locations:


Upper Hermitage, Lower Hermitage and Houghton



Thursday  8th of December 2016 from 04.53am - 1.00pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks are investigating and have crews working on the problem. 

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Unexpected Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 24/11/2016 20:33 - 26/11/2016 10:17
  • Last Updated 24/11/2016 21:45

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service tonight  due to a outage on a core switch at Westpac.
Our technician was quickly on site and was able to re-connect. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

KernWi-Fi Login (Resolved) Critical

Affecting Other - KernWi-Fi

  • 22/11/2016 12:05 - 23/11/2016 09:07
  • Last Updated 22/11/2016 12:09

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may be experiencing some interruption to their KernWi-Fi Login only. KernWi-Fi Secure and KernHotSpot are working.
Our technicians have been notifed and are currently solving this issue. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

Unexpected Outage - KernWi-Fi (Resolved) Critical

Affecting Other - KernWi-Fi

  • 18/11/2016 14:29 - 19/11/2016 12:11
  • Last Updated 18/11/2016 16:15

Dear Valued KernWi-Fi Customer,

 

A number of KernWi-Fi customers that are connected to our Hermitage tower may have experienced some interruption to their service today Friday 18th of November  due to  a unexpected power outage throughout the Lower Hermitage and Upper-Hermitage, Houghton, Inglewood, and Paracombe areas. SA Power have issued an outage report but ETA is unsure until crews have
attended the issue. 

 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We have implemented to use of back-up energy sources that will be able to provide sufficient long-term power  until  power is restored. 

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

 

 

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

Unexpected Outage - KernWi-Fi (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/10/2016 08:00 - 14/11/2016 13:04
  • Last Updated 23/10/2016 14:42

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today due to a Diesel generator maintenance at Westpac.
This maintenance was due to the recent power outage Adelaide expeirenced during the recent storm activities. 

We were not notified of this maintenance ane we do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

Regards
KernWi-FI

SA Power Outage Notification (Resolved) Critical

Affecting Other - KernWi-Fi

  • 17/10/2016 08:00 - 23/10/2016 14:42
  • Last Updated 17/10/2016 15:43

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:

Wynn Vale 

 17th, 18th and 19th  October  from 08:00am - 15.00pm.

Athlestone

Tuesdaty 18th of October 2016 from 08:00am - 15.00pm.

Golden Grove 

Wednesday 19th of 2016 from 08:00am - 15.00pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for Install new electricity infrastructure.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Unexpected Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 04/10/2016 14:58
  • Last Updated 04/10/2016 15:09

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service  due to a technical problem at our  Tower.
Our technicians were on site quickly and are currently solving this issue. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 992

Regards
Kern Support

SA Power Outages Notification (Resolved) Critical

Affecting Other - KernWi-Fi

  • 28/09/2016 16:00 - 30/09/2016 11:45
  • Last Updated 30/09/2016 11:09

Dear Valued KernWi-Fi Customer,

Upper Hermitage, Millswood, Houghton, Inglewood, Lower Hermitage, Paracombe, Wynn Vale, Semaphore, North Haven.

Estimated return of power Friday 30th of September 11.45am 


A number of KernWi-Fi customers in these areas may experience some interrruptions to their service.

Due to Storm Activity widespread across South Australia SA Power Networks 
are experiencing widespread power interruptions and advise there may be delays in restoring 
power.
We apologise for the inconvenience a fault on the Transmission Network which is outside the control of SA Power Networks

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Power Out - extreme weather across South Aus (Resolved) Critical

Affecting Other - KernWi-Fi

  • 28/09/2016 16:14 - 01/10/2016 11:58
  • Last Updated 30/09/2016 11:09

Due to extreme weather across South Australia, SA Power Networks experienced wide spread power outages across the state.

Our KernWi-Fi towers (including our Hermitage tower) have been switched over to backup generators from approximately 4pm today.

As the power is restored throughout suburbs across the Adelaide area, your KernWi-Fi connection will remain uninterrupted.

Our technicians will continue the use of backup generators until the extreme weather has concluded and SA Power Networks has competed restoring power throughout the state.

We hope all our customers stay safe.

From the Kern Team

SA Power Outage Notification (Resolved) Critical

Affecting Other - KernWi-Fi

  • 26/09/2016 08:00 - 27/09/2016 15:00
  • Last Updated 29/09/2016 16:56

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:


Gould Creek, Hillbank and Oakden

Monday 26th of September 2016 from 08:00am - 15.00pm.

Oakden, Hillbank

Tuesdaty 27th of September 2016 from 08:00am - 15.00pm.


A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for Install new electricity infrastructure.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

SA Power Outages Notification - Extreme Weath (Resolved) Critical

Affecting Other - KernWi-Fi

  • 29/09/2016 16:44 - 01/10/2016 11:57
  • Last Updated 29/09/2016 16:52

Dear Valued KernWi-Fi Customer,

Due to extreme weather across South Australia, SA Power Networks experienced wide spread power outages across the state.

Athlestone  

Estimated return of power  - To be advised

 
Due to the Storm Activity damage across the State a number of KernWi-Fi customers in these areas may experience some interrruptions to their service. 
Our crews are working to restore power as soon as possiable. 


If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

We hope all our customers stay safe.
Kern Support

Maintenance to Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 20/09/2016 00:00 - 20/09/2016 09:00
  • Last Updated 19/09/2016 13:39

Kern will be undertaking critical maintenance at Hermitage Tower:

Tuesday 20th of September       00:00 – 01:00

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
Updating Equipment / Software.

Since this is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Upgrade (Resolved) Critical

Affecting Other - Hermitage Tower

  • 29/08/2016 15:29 - 19/09/2016 13:36
  • Last Updated 29/08/2016 15:03

Dear KernWi-Fi Customers

Monday 29th of August  2016 from 15.30-16.00


A number of KernWi-Fi customers may experience some interrruptions to their service.
Due to planned capacity upgrade in the area of VIC, our listed service(s) may experience a disruption during the outage window advised.

The change is to upgrade capacity for core infrastructure. We are expecting service outage for less than 5 minutes.



If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

KernWi-Fi – PPPoE OUTAGE NOTIFICATION (Resolved) Critical

Affecting Other - KernWi-Fi

  • 26/08/2016 14:00 - 26/08/2016 23:01
  • Last Updated 26/08/2016 17:30

Dear Valued KernWi-Fi Customer,

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 
PPPoE - Authentication

st. restoration: TBA

Cause:
RADIUS Server 

Status:
In-Progress, Engineers investingating



Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

Unexpected Outage - KernWi-Fi (Resolved) Critical

Affecting Other - KernWi-Fi

  • 25/08/2016 17:12 - 19/09/2016 13:41
  • Last Updated 25/08/2016 19:02

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service tonight from 17.12  due to a technical problem at our Hermitage Tower.
Our technicians were on site quickly and are currently solving this issue. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

KernWi- Fi Planned Capacity Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 07/08/2016 00:00 - 25/08/2016 19:34
  • Last Updated 04/08/2016 11:58

Dear Valued KernWi-Fi Customer,


Sunday 7th of August 2016 from 12.00AM  - 06.00AM


A number of KernWi-Fi customers may experience some interrruptions to their service.
Due to planned capacity upgrade in the area of VIC, our listed service(s) may experience a disruption during the outage window advised.

The change is to upgrade capacity for core infrastructure. We are expecting service outage for less than 5 minutes.



If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Unexpected Power Outage - Hermitage Tower (Resolved) Critical

Affecting Other - KernWi-Fi

  • 12/07/2016 05:00 - 13/07/2016 16:11
  • Last Updated 13/07/2016 08:11

Dear Valued KernWi-Fi Customer,

 

A number of KernWi-Fi customers that are connected to our Hermitage tower may have experienced some interruption to their service 12th of July  2016  due to extreme weather which resulted in a power outage throughout the Lower Hermitage and Upper-Hermitage, Houghton areas.

 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We have implemented to use of back-up energy sources that will be able to provide sufficient long-term power  until  power is restored. 

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

 

 

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

KernWi-Fi - Hermitage / Gould Creek - OUTAGE (Resolved) Critical

Affecting Other - KernWi-Fi

  • 27/05/2016 13:00 - 04/06/2016 20:07
  • Last Updated 27/05/2016 18:07

Dear Valued KernWi-Fi Customer,


KernWi-Fi - Hermitage / Gould Creek - OUTAGE


Friday 27th of May 2016 from 13:00 - TBA.

A number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
Our Support Networks have scheduled this for mainitan/upgrade as soon as possible.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

KernWi-Fi Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 29/04/2016 18:00 - 18/05/2016 20:08
  • Last Updated 04/05/2016 17:46

Kern will be undertaking scheduled platform maintenance at Hermitage Tower:

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
We will upgrade our KernWi-Fi switch. 

How will I be impacted?
In order to upgrade the KernWi-Fi Links, we need to restart several times. 
Since this is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outage Notification TEA TREE GULLY (Resolved) Critical

Affecting Other - KernWi-Fi

  • 01/05/2016 08:30 - 01/05/2016 18:08
  • Last Updated 01/05/2016 10:04

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:


Tea Tree Gully


Sunday 1st of April 2016 from 08:00am - 15:30pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for mainitan/upgrade to the local electricity networks.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Outage Notification (Resolved) Critical

Affecting Other - KernWi-Fi

  • 30/04/2016 11:55 - 30/04/2016 19:32
  • Last Updated 30/04/2016 12:07

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service today Saturday 30th April due to an Unexpected Outage.
Our Technicians are on site resolving the issue, so at times you may experience your internet service drop in and out. 

Service Locations Effecting:
Hermitage, North Haven, Semaphore, Wynn Vale

Est. restoration:  
To be advised. 

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

Access to Kern Portal Area (Resolved) Critical

Affecting Other - KernWi-Fi

  • 27/04/2016 17:52 - 28/04/2016 02:04
  • Last Updated 27/04/2016 22:55

KernWi-Fi – Portal OUTAGE NOTIFICATION 

Service Locations Effecting: 
Kern Portal

Est. restoration: TBA

Cause:
Unknown

Status:
In-Progress, Engineers investingating


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

KernWi-Fi - PPPoE Outage (Resolved) Critical

Affecting Other - KernW-Fi

  • 23/04/2016 10:49 - 26/04/2016 10:29
  • Last Updated 24/04/2016 20:39

KernWi-Fi – PPPoE OUTAGE NOTIFICATION - Update

Service Locations Effecting:
Semaphore, Golden Grove, Wynn Vale

PPPoE - Authentication

Est. restoration: TBA

Cause:
Migration to New PPPoE Server

Status:
In-Progress, Engineers investingating
Current PPPoE Users migrated over to previous authentication method.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

SA Power Outage Notification (Resolved) Critical

Affecting Other - KernWi-Fi

  • 27/04/2016 08:00 - 29/04/2016 16:23
  • Last Updated 23/04/2016 13:42

Dear Valued KernWi-Fi Customer,

SA Power Networks have scheduled power outages for the following date and locations:


Modbury Heights, Surrey Downs and Wynn-Vale 

Inglewood and Paracombe

Wednesday 27th of April 2016 from 08:00am - 15:00pm.

A small number of KernWi-Fi customers in these areas may experience some interrruptions to their service.
SA Power Networks have scheduled this for mainitan/upgrade to the local electricity networks.

If you do experience some service difficulties after the upgrade, please contact our Support Department (08) 7324 9928

Kern Support

Unexpected Outage (Resolved) Critical

Affecting Other - KernWi-Fi

  • 21/04/2016 18:00 - 23/04/2016 18:54
  • Last Updated 21/04/2016 20:14

Dear Valued KernWi-Fi Customer,

A  number of KernWi-Fi customers  may have experienced some interruption to their service tonight between 18.00 and 19.00  due to a outage on a core switch at Westpac.
This was only to be affected for a moment but unfortunataly required more attention. This was resolved quickly and a plan has been put in place for any unforseen incidents in the future.

We do apologise for any inconvenience caused by this unexpected interruption to service.

We thank you for your patience and understanding in regards to this interruption and we look forward to continuing to provide our customers with a reliable, super-fast KernWi-Fi Service.

  

If you do experience continued service difficulties, please contact our Support Department (08) 7324 9928

KernWi-Fi Link IOS Upgrades (Resolved) High

Affecting Other - KernWi-Fi

  • 09/04/2016 00:01 - 11/04/2016 08:52
  • Last Updated 09/04/2016 11:07

Kern will be undertaking scheduled platform maintenance:
Saturday April 9 – 00:00 - Sunday April 10 – 23:59 (AST).

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
We will upgrade our KernWi-Fi Links iOS to the latest version.

How will I be impacted?
In order to upgrade the KernWi-Fi Links, we need to restart several times.
Since this is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

Core Link IOS Upgrade (Resolved) Medium

Affecting Other - KernWi-Fi

  • 07/04/2016 22:00 - 09/04/2016 11:02
  • Last Updated 07/04/2016 17:10

Dear KernW-Fi Customer,

Kern will be undertaking scheduled platform maintenance:
Thursday April 7 – 22:00 - Thursday April  – 23:00 (AST). 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
We will upgrade our Core Link iOS to the latest version. 

How will I be impacted?
In order to upgrade the Core Link, we need to restart several times. 
Since the Core Link is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

Core Router IOS Upgrade (Resolved) Medium

Affecting Other - KernWi-Fi

  • 30/03/2016 04:00 - 30/03/2016 09:47
  • Last Updated 29/03/2016 22:57

Dear KernW-Fi Customer,

Kern will be undertaking scheduled platform maintenance:
Wednesday March 30 – 04:00 - Wednesday March 30 – 05:00 (AST). 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
We will upgrade our Core Router iOS to the latest version. 

How will I be impacted?
In order to upgrade the Core Router, we need to restart several times. 
Since the Core Router is part your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

 

KernWi-Fi – PPPoE OUTAGE NOTIFICATION (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/03/2016 16:44 - 29/03/2016 22:58
  • Last Updated 24/03/2016 05:49

KernWi-Fi – PPPoE OUTAGE NOTIFICATION 

Service Locations Effecting: 
PPPoE - Authentication

Est. restoration: TBA

Cause:
RADIUS Server Upgrade 23/03/16

Status:
In-Progress, Engineers investingating
Current PPPoE Users migrated over to previous authentication method.


Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

KernWi-Fi - RADIUS Server Upgrade (Resolved) Critical

Affecting Other - KernWi-Fi

  • 23/03/2016 00:00 - 29/03/2016 22:58
  • Last Updated 22/03/2016 12:12

Dear KernW-Fi Customer,

Kern will be undertaking scheduled platform maintenance:
Wednesday March 23 – 00:00 - Wednesday March 23 – 01:00 (AST). 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?
We will upgrade our RADIUS Servers to the latest version. 

How will I be impacted?
In order to upgrade the RADIUS Servers, we need to restart the RADIUS Servers. 
Since the RADIUS Servers are authentication to your KernWi-Fi Services, you may not be unable to access the Internet during this time.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?
We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.

Kern Support

 

KernWi-Fi Migration (Resolved) Critical

Affecting Other - KernWi-Fi

  • 08/12/2015 00:00 - 08/01/2016 00:00
  • Last Updated 22/03/2016 09:11

Dear KernW-Fi Customer,

 

Important information about your KernWi-Fi Services. Please read this notice carefully.

 

Today we are announcing the retirement of existing KernWi-Fi Community Plans and Networks. We are also announcing the launch of our great new KernWi-Fi Business Plans and Fibre Network,

Via our partner AAPT, from our Operations Centre, Westpac House.

 

https://aapt.com.au/our-network

Please read the information below as it contains important dates and information for your records.  We will contact you directly to organise migration of your KernWi-Fi plan.

 

We apologise for any inconvenience during the migration period and assure all customers that we will continue to provide a great, reliable and fast service.

Please note the following important dates:

 

8 December 2015:         

Sunsetting Announcement

 

30 days notice:

Customers begin migrating from today the existing KernWi-Fi Community and Network Platform

 

8 January 2016:

Final day of platform operation.

 

15 January 2016:

KernWi-Fi Community and Network Platform decommissioned

 

KernWi-Fi Community and Network Platform, networks & other services are shut down. Service no longer available.

 

15-16 January 2016:

January Billing Generated

Invoices are generated and delivered via email.

 

Migration:

We appreciate that for some of our customers this will be a significant inconvenience and we will do what we can to make it easy. We would encourage you to start planning your migration to allow plenty of time to make the necessary transition.

 

New Plans and Pricing:

Please choose from one of our new KernWi-Fi – Business Products:

https://kernit.com.au/client/cart.php?gid=5

 

The Kern Group has mobilised its support team to assist you in migrating your KernWi-Fi services to the new business-grade, KernWi-Fi platform, Launch. We will phone you, to better explain this option. If you would like additional information in the interim, please let us know by adding a comment in the ticket labelled “Migration Planning and Assistance” in the KernWi-Fi ticket portal.

https://kernit.com.au/client/clientarea.php

 

KernWi-Fi Support:

We will continue to provide quality local support during the KernWi-Fi transition.

 

In the interest of keeping this conversation open, we will raise a support ticket on your behalf to track the progress of your migration. Depending on the number of resources you have deployed, this may be a significant exercise that requires planning and communication. Sharing your scheduled migration plan with Kern will enable the best level of support.

 

If you have any questions or comments regarding this announcement, please add a comment in the ticket labelled “Migration Planning and Assistance” in the Kern Ticket Portal. Alternatively, please contact Kern at support@kernwi-fi.com.au

 

Sincerely,

The Kern Team 

rdp Server Maintenance (Resolved) Medium

Affecting System - Kern rdp Servers

  • 06/09/2015 06:00
  • Last Updated 29/12/2015 12:50

Kern will be undertaking scheduled platform maintenance:

Saturday September 5th 8pm - Sunday September 6th, 5am (AEST)
 

We've identified that this maintenance will impact you. Please continue reading to understand the implications.

What is this maintenance for?

We will upgrade our cloud orchestration layer to the latest version. The upgrade is necessary as it will provide the following significant benefits:

  • Ability to live migrate customer servers across hypervisor hosts in a single region
  • Perform upgrades of the hypervisor with little or no downtime during planned and unplanned maintenance windows
  • Improved API that supports future product capabilities

Overall, the upgrade will further improve the stability and performance of Kern.

How will I be impacted?

In order to upgrade the cloud orchestration layer we need to restart each customer network across our infrastructure. Since the network is the gatekeeper to your Ninefold servers, you will be unable to access your servers, and your servers will be unable to access the internet while your network is restarted.

Your servers will be uncontactable for two 20 minute periods across our maintenance window. As the restart is done on a rolling basis, we cannot provide expected times for your specific servers, however we have scheduled the change at a time that will have the least impact to most of our customers.

In the instance you have a Global Load Balancer and redundant services across 2 regions, you should not experience downtime unless your redundant services rely on services behind a network that is being restarted.

How long? 

We will commence maintenance at 8:00PM AEST, Sept 5. The maintenance window is expected to be 9 hours. Your servers will be unavailable for two 20 minute periods, not the entire maintenance window.

The maintenance impacts all Regions. Networks will be restarted sequentially, in the following order:

  • Software upgrade (8PM - 9:30PM)
  • Asia Pacific 2 (9:30PM AEST - approx 12:30AM AEST)
  • Asia Pacific 1 (approx Sept 6 12:30AM* AEST - 5AM AEST)

All times provided are approximate. We will proceed immediately to Asia Pacific 1 network restarts once Asia Pacific 2 is complete, regardless of the time.

Are there any other functions unavailable during this maintenance?

The following Ninefold platform components will be unavailable for the duration of the maintenance window:

  • Any server provisioning or modification through the Kern Portal
  • Kern API

What functions are available during the maintenance window?

You will be able to communicate with Kern support via tickets.

What can be expected once the maintenance window is complete?

All servers that were running prior to the maintenance window will be accessible at the end of the region's maintenance window.

If you find any issues once the maintenance window is complete, please raise a ticket and our support staff will investigate at their first opportunity.

Where can I track status?

We will provide regular updates. If you have any issues or questions, please contact our customer support team by raising a ticket.
 

Kern Support

[UniFi] AP Disconnected (Resolved) Critical
  • 16/07/2015 11:31 - 16/07/2015 11:31
  • Last Updated 30/08/2015 09:29

Device Name: Office

Site: Willaston

Alarm: AP[04:18:d6:66:50:5a] was disconnected