On Friday, December 17th at 4 PM CST , our Datacenter partner EQUINIX DC3 mistakingly removed our main cross-connect that powered our Sprint network in Ashburn. As result, devices that are using our Sprint Network was brought offline.
We immediately opened a trouble ticket with their internal tech as well as reached out to our account Manager at Equinix for a resolution. If familiar with EQUINIX, in order for a cross-connect to be rewired, a new service oder has to be submitted, approved by their Management and then sent to the Datacenter Technicians.
Next Step
We have now signed all the paperwork needed to get the cross-connect back in place. Our account Manager confirmed the process is in motion and we expect our Sprint connection to be back and functional anytime now. We have been in constant communication with their customer success team as well as their support department to request an expedite on this mishap.
Impact
Many of our dedicated servers and VPS clients have been impacted by this outage and we would like to extend our sincere apology. Please understand that this issue continues to be outside of our control and we are working to get the service restored as quick as possible. For clients that are not able to wait, we do have AT&T, LUMEN as options. Please open a ticket with your specific request and we will assist accordingly. We will continue to update this thread as more information is made available.
Sprint /T-Mobile line is moving : 12/21 Update
As of today 12/21, our SPRINT network is getting moved away from Equinix. Why? After checking the inventory of servers currently using Sprint after the outage, we are counting barely 3 dedicated servers. As result, we are making the decision to not renew our contract at Equinix and moving our Sprint circuit to one of our datacenter partners. Luckily for us, we do have a presence in 3 other facilities. Please note that Cloudfitters has a valid 2 Years contract with Sprint and our service will continue to be active & the same when moved. We will be able to preserve :
- Your IP assignment
- Your network connection speed
- Your Bandwidth allocation`
How about your data currently on your Sprint Server?
Most of our clients use cases are heavily dependent on network connection and IP space and not so much server content. As such there’s a greater attention given to getting the service live as quickly as possible vs server content. While we value your server data and content, we are not able to retrieve anything while Sprint remains inactive at EQUINIX DC3.
Can I cancel and get a refund or move to a different provider?
Absolutely. One of our key principle in dealing with prospects and clients is to never force anyone into a contract. As such, clients are free to move around as they see fit. We’ve been able to provide aggressive pricing for the most part compared to our competition, but DO NOT let your business suffer a loss due to this delay. For clients that have already paid, we are happy to refund if planning to cancel or we will credit your account as soon as services are live again at our new location. Please refrain from opening disputes that may lead to further delay. We are here to help in any way possible.
How long will it take for Services to go live at your New location?
Sprint/T-Mobile is the fastest company to get things done. This includes IP announcement and circuit changes. We expect the changes to happen in less than a week hopefully although the holidays may delay things. We will update everyone once we have a better idea.
P.S: For Clients that do not care about which residential provider they get on, we ask that you open a ticket now so we can get your services moved right away.
