Planned Maintence (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 19/10/2020 00:00 - 19/10/2020 09:00
  • Last Updated - 21/10/2020 15:39
SA Power Outage Notification - Hermitage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 21/10/2020 10:40 - 21/10/2020 15:15
  • Last Updated - 21/10/2020 15:39
Planned Carrier Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 15/10/2020 00:30 - 15/10/2020 03:30
  • Last Updated - 16/10/2020 15:41
Planned Carrier Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 15/10/2020 00:30 - 15/10/2020 03:30
  • Last Updated - 16/10/2020 15:41
Kern NBN Network Maintence (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 07/10/2020 03:00 - 07/10/2020 05:00
  • Last Updated - 12/10/2020 15:02
Planned Carrier Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 24/09/2020 01:00 - 24/09/2020 00:06
  • Last Updated - 01/10/2020 16:05
SA Power Outage Notification - Hermitage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 04/09/2020 09:00 - 04/09/2020 16:00
  • Last Updated - 01/10/2020 16:03
Unexpected Network issue (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 17/09/2020 07:38
  • Last Updated - 01/10/2020 16:03
SA Power Outage Notification - Hermitage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 28/08/2020 09:00 - 04/09/2020 11:23
  • Last Updated - 26/08/2020 11:42
SA Power Outage - Darlington Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 06/08/2020 09:30 - 26/08/2020 09:38
  • Last Updated - 06/08/2020 11:20
Unexpected Outage -Flinders and Darkington T (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 17/07/2020 20:00 - 24/07/2020 09:29
  • Last Updated - 17/07/2020 21:16
SA Network Unexpected Outage - Hermitage towe (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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



  • Date - 08/07/2020 10:55 - 13/07/2020 17:00
  • Last Updated - 08/07/2020 14:58
Unexpected Outage -HermitageTower only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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.

  • Date - 04/06/2020 09:30 - 05/06/2020 15:54
  • Last Updated - 04/06/2020 10:34
Planned Outage - Golden Fields Tower only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 04/06/2020 08:30 - 05/06/2020 15:54
  • Last Updated - 02/06/2020 09:28
Packet Loss (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 19/05/2020 01:00 - 19/05/2020 18:50
  • Last Updated - 19/05/2020 12:13
Radius Server (Resolved)
  • Priority - Critical
  • Affecting System - KernWi-Fi
  • 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

  • Date - 16/05/2020 18:00 - 16/05/2020 22:41
  • Last Updated - 16/05/2020 19:12
Planned Maintenance - Parafield Tower (Resolved)
  • Priority - Critical
  • Affecting System - KernWi-Fi
  • 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

  • Date - 19/05/2020 05:30 - 19/05/2020 18:52
  • Last Updated - 16/05/2020 08:59
Unexpected Outage - Golden Grove Sub Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 14/05/2020 14:00 - 16/05/2020 08:56
  • Last Updated - 14/05/2020 15:25
Planned Maintence - Hermitage Tower (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 15/05/2020 05:29 - 16/05/2020 08:57
  • Last Updated - 14/05/2020 10:16
SA Power Network - Hilton (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 20/04/2020 14:55 - 20/04/2020 17:00
  • Last Updated - 28/04/2020 10:32
Voip Phone disruption (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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 

  • Date - 23/03/2020 14:39 - 23/03/2020 15:00
  • Last Updated - 23/03/2020 16:10
Goggle DNS 8.8.8.8 (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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 


  • Date - 10/02/2020 09:00 - 11/02/2020 16:41
  • Last Updated - 10/02/2020 16:43
Denial of Service Attack (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 21/01/2020 09:26 - 22/01/2020 14:02
  • Last Updated - 21/01/2020 18:34
Service Disruption (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 14/01/2020 19:38 - 14/01/2020 20:57
  • Last Updated - 14/01/2020 19:40
Radius Server (Resolved)
  • Priority - Critical
  • Affecting Other - Radius Server
  • 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

  • Date - 14/01/2020 18:31 - 14/01/2020 20:57
  • Last Updated - 14/01/2020 19:32
SA Power Outage Notification - Hermitage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 10/01/2020 08:00 - 11/01/2020 09:37
  • Last Updated - 06/01/2020 15:51
Planned Maintence - Firmware Upgrades (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 30/12/2019 01:00 - 06/01/2020 09:39
  • Last Updated - 28/12/2019 16:05
Unexpected Technical issue - (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 22/12/2019 07:04 - 23/12/2019 00:00
  • Last Updated - 28/12/2019 15:39
Unexpected Network Outage - Hilton Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 18/12/2019 16:45 - 20/12/2019 09:44
  • Last Updated - 18/12/2019 16:48
Equipment Replacement - Adelaide (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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 

  • Date - 16/12/2019 09:27 - 18/12/2019 12:18
  • Last Updated - 16/12/2019 09:38
Unexpected Network Outage - Adelaide CBD (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 13/12/2019 10:14 - 18/12/2019 12:18
  • Last Updated - 13/12/2019 10:49
Planned Maintenance - Hermitage Tower (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  •  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

  • Date - 06/12/2019 11:00 - 06/12/2019 18:16
  • Last Updated - 06/12/2019 18:06
Planned Maintence (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 29/11/2019 16:00 - 04/12/2019 01:17
  • Last Updated - 29/11/2019 09:51
Planned Maintence - Software Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 04/12/2019 01:30 - 05/12/2019 09:16
  • Last Updated - 28/11/2019 09:37
Planned Maintence - Fibre Optical (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 28/11/2019 22:30 - 30/11/2019 00:11
  • Last Updated - 28/11/2019 09:36
Unexpected Outage -Westpac Tower only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 08/11/2019 08:29 - 08/11/2019 09:47
  • Last Updated - 08/11/2019 09:47
Unexpected Network Outage - Adelaide / SA (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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 

  • Date - 24/10/2019 11:01 - 08/11/2019 08:34
  • Last Updated - 24/10/2019 12:19
Network Management (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 02/10/2019 09:55 - 24/10/2019 12:14
  • Last Updated - 09/10/2019 08:02
Unexpected Outage - Hermitage Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 30/09/2019 19:47 - 30/09/2019 20:30
  • Last Updated - 30/09/2019 19:50
Planned Maintenance - Hermitage Towers (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 24/09/2019 11:30 - 24/09/2019 15:37
  • Last Updated - 23/09/2019 13:08
Planned Maintenance - Northern Towers Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi

  • 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

  • Date - 21/09/2019 09:30 - 22/09/2019 08:59
  • Last Updated - 21/09/2019 11:28
SA Power Outage - Parafield (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi

  • 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

  • Date - 07/09/2019 21:00 - 11/09/2019 21:34
  • Last Updated - 07/09/2019 22:42
Equipment upgrade - Westpac Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 15/08/2019 07:45 - 19/09/2019 16:30
  • Last Updated - 15/08/2019 07:25
Equipment upgrade - Westpac Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 02/08/2019 08:20 - 02/08/2019 10:24
  • Last Updated - 02/08/2019 08:11
Parafield Tower Outage - Damaged Fibre Optic (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 26/07/2019 02:28 - 26/07/2019 15:30
  • Last Updated - 26/07/2019 11:54
Parafield Tower Outage - Damaged Fibre Optic (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 25/07/2019 23:00 - 26/07/2019 11:52
  • Last Updated - 25/07/2019 18:34
Equipment Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 19/07/2019 08:21 - 25/07/2019 17:23
  • Last Updated - 19/07/2019 08:42
Upgrades - Parafield / Wynn Vale / Hermitage (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 30/04/2019 07:00 - 30/04/2019 08:00
  • Last Updated - 19/07/2019 08:41
Firmware Upgrades - Equipment (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 23/04/2019 17:30 - 24/04/2019 10:57
  • Last Updated - 23/04/2019 13:15
Software Upgrade - Westpac Clients (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 07/04/2019 09:00 - 08/04/2019 17:38
  • Last Updated - 07/04/2019 09:13
Annual Electrical Shutdown - Westpac House (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 06/04/2019 06:00 - 07/04/2019 09:09
  • Last Updated - 05/04/2019 15:36
Unexpected Tower Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 09/01/2019 13:50 - 29/01/2019 09:44
  • Last Updated - 09/01/2019 15:28
Weather Damage - Westpac Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 13/12/2018 15:11 - 14/12/2018 08:30
  • Last Updated - 13/12/2018 15:17
SA Power Outage Notification - Hermitage Towe (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 16/11/2018 10:30 - 13/12/2018 15:11
  • Last Updated - 16/11/2018 12:04
SA Power Outage - Wynn Vale Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 15/11/2018 06:34 - 15/11/2018 10:33
  • Last Updated - 16/11/2018 12:01
Software Upgrade - Westpac Clients (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 18/10/2018 12:27 - 13/12/2018 15:11
  • Last Updated - 30/10/2018 10:40
Core Router Upgrade and Maintenance (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 24/09/2018 23:00 - 18/10/2018 12:25
  • Last Updated - 18/09/2018 13:10
SA Power Outage Notification - Hermitage Towe (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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.

  • Date - 12/09/2018 08:00 - 12/09/2018 15:00
  • Last Updated - 18/09/2018 13:07
KernWi-Fi Servers (Resolved)
  • Priority - Critical
  • Affecting System - KernWi-Fi - Web / Email Servers
  • 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.

  • Date - 13/07/2018 09:00 - 28/07/2018 01:05
  • Last Updated - 13/07/2018 10:30
Planned Maintenance - Hermitage Tower Only (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi - Tower
  • 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

  • Date - 08/05/2018 08:30 - 08/05/2018 17:30
  • Last Updated - 04/06/2018 16:06
SA Power Outage Notification - Hermitage Towe (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 06/06/2018 08:30 - 13/07/2018 10:31
  • Last Updated - 04/06/2018 16:06
Planned Maintenance -Parafield Tower only (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 26/04/2018 00:00 - 27/04/2018 06:00
  • Last Updated - 27/04/2018 18:48
Planned Maintenance - Hermitage Tower Only (Resolved)
  • Priority - Medium
  • Affecting System - KernWi-Fi - Tower
  • 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

  • Date - 19/04/2018 08:30 - 22/04/2018 01:12
  • Last Updated - 18/04/2018 15:47
Planned Maintenance - Hermitage Tower Only (Resolved)
  • Priority - Medium
  • Affecting System - KernWi-Fi - Tower
  • 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

  • Date - 14/04/2018 09:00 - 18/04/2018 15:56
  • Last Updated - 14/04/2018 13:45
Planned Maintenance - Hermitage Tower Only (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi - Tower
  • 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

  • Date - 13/04/2018 00:30 - 14/04/2018 13:46
  • Last Updated - 12/04/2018 23:16
Planned Maintenance - Hermitage Tower Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 12/04/2018 17:30 - 12/04/2018 18:30
  • Last Updated - 12/04/2018 18:52
Software Upgrade - Westpac Tower Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 11/04/2018 02:00 - 11/04/2018 03:00
  • Last Updated - 12/04/2018 18:52
Hermitage Sub Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi - Tower
  • 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

  • Date - 12/04/2018 03:25
  • Last Updated - 12/04/2018 18:52
Software Upgrade - Westpac Tower Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 12/04/2018 02:00 - 11/04/2018 10:59
  • Last Updated - 11/04/2018 10:59
Hermitage Sub-Tower Upgrade (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 27/03/2018 09:00 - 09/04/2018 12:13
  • Last Updated - 27/03/2018 12:40
Critical Service Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 26/02/2018 04:00 - 26/02/2018 09:05
  • Last Updated - 26/02/2018 03:57
Parafield Tower Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 20/02/2018 22:30 - 23/02/2018 18:08
  • Last Updated - 20/02/2018 22:34
Connectivity Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 20/02/2018 02:00 - 20/02/2018 22:22
  • Last Updated - 20/02/2018 07:51
UPS - Parafield Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 22/01/2018 19:00 - 23/02/2018 18:08
  • Last Updated - 17/01/2018 15:14
Software Upgrade - Parafield Tower Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 22/01/2018 04:00 - 23/02/2018 18:07
  • Last Updated - 17/01/2018 14:56
Software Upgrade - Hermitage Sub-Tower- Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 23/01/2018 04:00 - 23/02/2018 18:07
  • Last Updated - 17/01/2018 14:53
Software Upgrade - Wynn Vale Tower - Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 19/01/2018 04:00 - 23/02/2018 18:07
  • Last Updated - 17/01/2018 14:44
KernWi-Fi Controller (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi Controller
  • 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

  • Date - 16/01/2018 08:05 - 16/01/2018 10:07
  • Last Updated - 16/01/2018 08:08
KernW-Fi Servers (Resolved)
  • Priority - Critical
  • Affecting System - KernWi-Fi Servers

  • We are currently experiencing some connectivity issues in multiple locations.
    Network engineers are currently investigating the cause.

  • Date - 14/01/2018 05:20 - 14/01/2018 11:07
  • Last Updated - 14/01/2018 05:21
SA Power Outage Notification - Hermitage Twr (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi - Tower
  • 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

  • Date - 10/01/2018 08:00 - 13/01/2018 17:44
  • Last Updated - 06/01/2018 11:39
Service Upgrade - Parafield Tower Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 13/12/2017 10:51 - 14/12/2017 05:00
  • Last Updated - 20/12/2017 08:34
Service Upgrade - Parafield Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 11/12/2017 11:00 - 11/12/2017 11:40
  • Last Updated - 13/12/2017 10:57
KernWi-Fi - Web / Email Servers - Upgrades (Resolved)
  • Priority - Medium
  • Affecting System - KernWi-Fi - Web / Email Servers
  • 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

  • Date - 06/11/2017 00:00 - 03/01/2018 18:55
  • Last Updated - 02/12/2017 19:24
Planned Maintenance-Hermitage North Tower Onl (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi - Hermitage Sub-Tower
  • 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

  • Date - 25/11/2017 09:00 - 02/12/2017 19:18
  • Last Updated - 21/11/2017 13:17
Unexpected Outage - Hermitage Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 10/11/2017 20:00 - 16/11/2017 16:21
  • Last Updated - 10/11/2017 22:34
SA Power Outage - Wynn Vale Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 07/11/2017 13:00 - 07/11/2017 15:15
  • Last Updated - 07/11/2017 15:11
Planned Maintenance - Hermitage Tower Only (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi - Hermitage
  • 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

  • Date - 04/11/2017 14:14 - 05/11/2017 23:14
  • Last Updated - 04/11/2017 14:12
Core Router Upgrade for Business Customers (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi Core
  • 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

  • Date - 31/10/2017 18:30 - 31/10/2017 20:30
  • Last Updated - 01/11/2017 17:16
SA Power Outage - Hermitage Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 01/11/2017 12:00
  • Last Updated - 01/11/2017 17:14
Planned Maintenance - Hermitage Tower Only (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 28/10/2017 09:00 - 30/10/2017 17:38
  • Last Updated - 27/10/2017 14:39
Core Router Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi Core
  • 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

     

  • Date - 25/10/2017 18:00 - 25/10/2017 19:00
  • Last Updated - 27/10/2017 14:25
Unexpected Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 25/10/2017 12:30 - 25/10/2017 23:58
  • Last Updated - 25/10/2017 13:55
Wynn Vale Tower - Speed Upgrade (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 06/10/2017 00:00 - 25/10/2017 16:49
  • Last Updated - 04/10/2017 15:54
Service Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 27/09/2017 03:00 - 04/10/2017 14:51
  • Last Updated - 25/09/2017 10:51
Melbourne to Adelaide Transmission Link Failu (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

     

  • Date - 18/09/2017 09:05
  • Last Updated - 20/09/2017 15:31
SA Power Outage Notification - Hermitage Towe (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 20/09/2017 08:00 - 20/09/2017 16:00
  • Last Updated - 20/09/2017 15:31
Interfernce Issues (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 19/09/2017 09:00 - 27/09/2017 09:52
  • Last Updated - 20/09/2017 08:50
Unexpected Outage (Resolved)
  • Priority - Low
  • Affecting System - System
  • 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.

  • Date - 04/09/2017 07:47
  • Last Updated - 04/09/2017 08:56
Unexpected Outage - Investigating (Resolved)
  • Priority - Low
  • Affecting Other - Core Router
  • 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.


  • Date - 07/08/2017 18:00 - 10/08/2017 15:39
  • Last Updated - 07/08/2017 19:41
System Upgrade - Hermitage Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 13/07/2017 18:00 - 13/07/2017 19:00
  • Last Updated - 17/07/2017 16:09
System Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 17/06/2017 11:09 - 25/06/2017 17:33
  • Last Updated - 17/06/2017 18:02
Planned Maintenance (Resolved)
  • Priority - Critical
  • Affecting System - Fibre Link Sydney - Adelaide
  • 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

  • Date - 31/05/2017 00:00 - 17/06/2017 12:37
  • Last Updated - 31/05/2017 02:16
SA Power Outages Notification (Resolved)
  • Priority - Critical
  • Affecting Other - SA Power Outages Notification
  • 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

  • Date - 24/05/2017 08:00 - 28/05/2017 12:38
  • Last Updated - 24/05/2017 09:29
KernWi-Fi (Resolved)
  • Priority - High
  • Affecting System - PPPoE - Authentication
  • 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

  • Date - 22/05/2017 11:45 - 24/05/2017 09:26
  • Last Updated - 22/05/2017 12:28
SA Power Outage Notification (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi

  •    
    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

  • Date - 22/05/2017 08:00 - 31/05/2017 01:56
  • Last Updated - 17/05/2017 12:49
System Upgrades (Resolved)
  • Priority - Medium
  • Affecting Other - KernW-Fi - Semaphore Sub Tower
  • 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

  • Date - 15/04/2017 13:00 - 18/04/2017 12:33
  • Last Updated - 15/04/2017 11:23
Radius Server (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 13/04/2017 10:58 - 13/04/2017 14:00
  • Last Updated - 13/04/2017 17:11
SA Power Networks - Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi - Upper Hermitage
  • 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

  • Date - 12/04/2017 17:45 - 12/04/2017 19:49
  • Last Updated - 12/04/2017 18:18
SA Power Networks - Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 09/04/2017 11:56 - 09/04/2017 13:23
  • Last Updated - 09/04/2017 12:02
System Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 31/03/2017 17:00 - 02/04/2017 17:00
  • Last Updated - 04/04/2017 15:55
SA Power Outages Notification (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-FI
  • 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

  • Date - 03/04/2017 10:34 - 03/04/2017 17:03
  • Last Updated - 03/04/2017 10:35
Static IP addresses (Resolved)
  • Priority - High
  • 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

  • Date - 31/03/2017 11:51 - 31/03/2017 17:00
  • Last Updated - 03/04/2017 09:48
System Upgrades (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 30/03/2017 22:00 - 30/03/2017 23:40
  • Last Updated - 30/03/2017 16:07
International DNS latency issue 8.8.8.8 (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi - International DNS Server
  • 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

  • Date - 26/03/2017 00:43 - 29/03/2017 21:52
  • Last Updated - 27/03/2017 14:44
KernWi-Fi Controller Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 27/03/2017 00:00 - 27/03/2017 01:43
  • Last Updated - 26/03/2017 14:32
System Upgrades (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 17/03/2017 00:00 - 20/03/2017 04:32
  • Last Updated - 20/03/2017 04:30
A domestic link failure Sydney Adelaide (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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





  • Date - 14/03/2017 00:00 - 20/03/2017 04:32
  • Last Updated - 20/03/2017 04:29
Fibre Link Failure (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 19/03/2017 00:50 - 20/03/2017 04:19
  • Last Updated - 19/03/2017 20:54
Unexpected Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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 

  • Date - 14/03/2017 13:24 - 17/03/2017 19:00
  • Last Updated - 18/03/2017 11:13
System Maintenance (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 15/03/2017 11:09 - 17/03/2017 01:30
  • Last Updated - 17/03/2017 01:39
Unexpected Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi

  • 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 

  • Date - 14/03/2017 16:40
  • Last Updated - 15/03/2017 11:08
External Connectivity - Australia (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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



  • Date - 12/02/2017 14:00
  • Last Updated - 13/03/2017 14:31
SA Power Outages Notification - Extreme Weath (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 19/01/2017 21:06 - 09/02/2017 17:15
  • Last Updated - 19/01/2017 21:08
External Connectivity - Australia (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 13/01/2017 13:41
  • Last Updated - 14/01/2017 15:24
SA Power Outages Notification (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 20/12/2016 08:00 - 20/12/2016 15:00
  • Last Updated - 20/12/2016 09:41
SA Power Networks Unexpected Power Outage (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 08/12/2016 04:53 - 08/12/2016 20:51
  • Last Updated - 08/12/2016 11:27
Unexpected Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 24/11/2016 20:33 - 26/11/2016 10:17
  • Last Updated - 24/11/2016 21:45
KernWi-Fi Login (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 22/11/2016 12:05 - 23/11/2016 09:07
  • Last Updated - 22/11/2016 12:09
Unexpected Outage - KernWi-Fi (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 18/11/2016 14:29 - 19/11/2016 12:11
  • Last Updated - 18/11/2016 16:15
Unexpected Outage - KernWi-Fi (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 23/10/2016 08:00 - 14/11/2016 13:04
  • Last Updated - 23/10/2016 14:42
SA Power Outage Notification (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 17/10/2016 08:00 - 23/10/2016 14:42
  • Last Updated - 17/10/2016 15:43
Unexpected Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 04/10/2016 14:58
  • Last Updated - 04/10/2016 15:09
SA Power Outages Notification (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 28/09/2016 16:00 - 30/09/2016 11:45
  • Last Updated - 30/09/2016 11:09
Power Out - extreme weather across South Aus (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 28/09/2016 16:14 - 01/10/2016 11:58
  • Last Updated - 30/09/2016 11:09
SA Power Outage Notification (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 26/09/2016 08:00 - 27/09/2016 15:00
  • Last Updated - 29/09/2016 16:56
SA Power Outages Notification - Extreme Weath (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 29/09/2016 16:44 - 01/10/2016 11:57
  • Last Updated - 29/09/2016 16:52
Maintenance to Hermitage Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 20/09/2016 00:00 - 20/09/2016 09:00
  • Last Updated - 19/09/2016 13:39
Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - Hermitage Tower
  • 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

  • Date - 29/08/2016 15:29 - 19/09/2016 13:36
  • Last Updated - 29/08/2016 15:03
KernWi-Fi – PPPoE OUTAGE NOTIFICATION (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 26/08/2016 14:00 - 26/08/2016 23:01
  • Last Updated - 26/08/2016 17:30
Unexpected Outage - KernWi-Fi (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 25/08/2016 17:12 - 19/09/2016 13:41
  • Last Updated - 25/08/2016 19:02
KernWi- Fi Planned Capacity Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 07/08/2016 00:00 - 25/08/2016 19:34
  • Last Updated - 04/08/2016 11:58
Unexpected Power Outage - Hermitage Tower (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 12/07/2016 05:00 - 13/07/2016 16:11
  • Last Updated - 13/07/2016 08:11
KernWi-Fi - Hermitage / Gould Creek - OUTAGE (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 27/05/2016 13:00 - 04/06/2016 20:07
  • Last Updated - 27/05/2016 18:07
KernWi-Fi Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 29/04/2016 18:00 - 18/05/2016 20:08
  • Last Updated - 04/05/2016 17:46
SA Power Outage Notification TEA TREE GULLY (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 01/05/2016 08:30 - 01/05/2016 18:08
  • Last Updated - 01/05/2016 10:04
Outage Notification (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 30/04/2016 11:55 - 30/04/2016 19:32
  • Last Updated - 30/04/2016 12:07
Access to Kern Portal Area (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 27/04/2016 17:52 - 28/04/2016 02:04
  • Last Updated - 27/04/2016 22:55
KernWi-Fi - PPPoE Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernW-Fi
  • 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

  • Date - 23/04/2016 10:49 - 26/04/2016 10:29
  • Last Updated - 24/04/2016 20:39
SA Power Outage Notification (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 27/04/2016 08:00 - 29/04/2016 16:23
  • Last Updated - 23/04/2016 13:42
Unexpected Outage (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 21/04/2016 18:00 - 23/04/2016 18:54
  • Last Updated - 21/04/2016 20:14
KernWi-Fi Link IOS Upgrades (Resolved)
  • Priority - High
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 09/04/2016 00:01 - 11/04/2016 08:52
  • Last Updated - 09/04/2016 11:07
Core Link IOS Upgrade (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 07/04/2016 22:00 - 09/04/2016 11:02
  • Last Updated - 07/04/2016 17:10
Core Router IOS Upgrade (Resolved)
  • Priority - Medium
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 30/03/2016 04:00 - 30/03/2016 09:47
  • Last Updated - 29/03/2016 22:57
KernWi-Fi – PPPoE OUTAGE NOTIFICATION (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

  • Date - 23/03/2016 16:44 - 29/03/2016 22:58
  • Last Updated - 24/03/2016 05:49
KernWi-Fi - RADIUS Server Upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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

     

  • Date - 23/03/2016 00:00 - 29/03/2016 22:58
  • Last Updated - 22/03/2016 12:12
KernWi-Fi Migration (Resolved)
  • Priority - Critical
  • Affecting Other - KernWi-Fi
  • 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 

  • Date - 08/12/2015 00:00 - 08/01/2016 00:00
  • Last Updated - 22/03/2016 09:11
rdp Server Maintenance (Resolved)
  • Priority - Medium
  • Affecting System - Kern rdp Servers
  • 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

  • Date - 06/09/2015 06:00
  • Last Updated - 29/12/2015 12:50
[UniFi] AP Disconnected (Resolved)
  • Priority - Critical
  • Device Name: Office

    Site: Willaston

    Alarm: AP[04:18:d6:66:50:5a] was disconnected

     

     

  • Date - 16/07/2015 11:31 - 16/07/2015 11:31
  • Last Updated - 30/08/2015 09:29