2011/02/15 - Unscheduled Internet Outage
About ten minutes ago, we lost all access to the Internet for reasons as yet unknown.

You will likely experience this outage as an ERR_DNS_FAIL or ERR_CONNECT_FAIL error when trying to access websites. When accessing secure (https://) web sites, your browser may report that the connection has timed out or the site is unreachable.

The issue has been reported to TENET's service desk.
We still don't have any real information as to what the fault is, or how long it will take to repair.

As Neotel are now over the four hour mean-time-to-restore that's in our service agreement, I've asked that this matter be escalated.
We've just been told that the fault is likely a fibre break on Neotel's network in Port Elizabeth. A technician is currently on site and attempting to locate the break.

Whilst we haven't been given an estimated time-to-restore, experience tells us that it'll take at least an hour for them to splice the fibre optic once they've actually located the problem.
They've now located the break, and are about to start splicing the fibre.
Apparently Neotel are still trying to splice this fibre. I've asked TENET's service desk to escalate the matter once again.
Neotel are apparently still splicing fibre.
Now Neotel tell us they're still localising the fault (aka they have no idea where it is). I cannot get a straight answer from them as to a) whether they've actually found a fault, b) they have someone on site, and c) they're trying to repair it. As a result, I've asked this get escalated once again (the remaining escalation steps are now all at executive level).