At Rapidnet, we strive to keep you connected, but occasionally, service outages may occur due to various reasons beyond our control. Here's what you need to know about service disruptions and how we keep you informed.
Causes of Service Outages
Service outages can result from factors such as theft, storm damage, fibre breaks, or cable theft. While we make efforts to maintain our infrastructure and ensure redundancy, certain situations may impact service availability.
Best Effort Service
Although we do try to keep you connected and sites up your Broadband Express service is a Home or Consumer Service. Generally if there is a site outage the downtime is a matter of hours. Your service may be impacted longer depending on the outage causes, in some rare cases there may be a hardware failure that may take longer to resolve, or a power issue that may cause a longer or recurring outage, like in the case of cable theft. Due to security on some sites we may not be able to leave a generator on site over night. This may cause the site to fail over night and only restore when we are able to get a generator back on site. As a home or consumer service we can not offer rebates on outages. If you are using our Broadband Express service is a critical service, for business etc we would suggest looking at a backup link too.
Maintenance and Upgrades
We conduct planned maintenance or upgrades to improve our services. In such cases, we notify you via email up to a week in advance. However, emergency maintenance may occur with short notice, in which case we'll inform you via email or SMS if possible.
Notification Process
- Planned Maintenance: We email you in advance to inform you about planned maintenance or upgrades.
- Emergency Maintenance: In case of emergency maintenance with short notice, we may send an SMS if possible.
- Minor Outages: For minor outages affecting speed but not causing a total service disruption, we notify you via email.
- Total Outages: If there's a complete and unplanned outage, we'll notify you via SMS if possible.
Keeping Your Contact Details Updated
To ensure you receive timely notifications, it's crucial to keep your contact details updated in My Rapidnet. This ensures we can reach you via email or SMS in case of any issues, planned or otherwise.
Network Status Page
We provide a Network Status page where you can check for any reported outages or service disruptions. This page offers real-time updates on the status of our network, allowing you to stay informed about any issues affecting your service.
While service outages are rare, we understand their impact and strive to minimise disruptions while keeping you informed every step of the way. By maintaining open communication and providing timely notifications, we aim to ensure a seamless internet experience for our valued customers.
