20210504 – Alpha Hosting Incident Report – Upstream Provider Issues
At approximately 3am CST, the Alpha Hosting support team identified a connectivity issue after our connection with Windstream from Atlanta to Huntsville bounced. The connection seemed to come back online quickly and was reporting a normal status.
As our senior system administrators worked to verify everything was back to normal, they noticed continued connectivity issues. We escalated the issue to our data center and networking teams. They were able to quickly resolve a connection issue with Cloudflare that some clients were experiencing.
Our teams began running full diagnostics on all internal networking systems to narrow down the cause of the continued issues. Ultimately, we traced the intermittent issue back to our connection with Windstream from Atlanta to our data center in Huntsville. Since the circuits had come back online earlier reporting a normal status, it was ruled out as the initial cause. Once we identified the bottleneck, we routed the traffic to/from Atlanta through an alternate provider.
Multiple ISPs in the southeast were affected. Your location and ISP determined if you experienced your Alpha services as down. This was not a full outage and at no time during the incident were any of the Alpha Hosting systems down.
With our increased call volume, some clients were unable to reach us by phone and we were slower to respond to tickets than normal. We do apologize for the delays and appreciate your understanding as we worked to resolve the issue.