September 12, 2011

Perhaps They Should Have Tested More - Bright House Networks

Perhaps Bright House Networks Should Have Tested More

Last Tuesday, Bright House Networks customers throughout Pinellas, Pasco, Hernando, Hillsborough and Manatee counties in Florida were without phone, cable and high-speed Internet services.

Bright House engineers ultimately isolated the problem to a line of software that ended up cutting off service to much of the company's Tampa and Orlando service areas.

Normally, redundant systems should prevent a service breakdown, but this breakdown overwhelmed the network. "This was a software bug that caused a cascading effect," said Bright House spokesman Joe Durkin.
  • a software glitch was to blame for the outage
  • a widespread disruption caused by a software bug that affected the companies' high-speed Internet, phone and cable services
  • its worst outage in history
  • a substantial outage copyrightjoestrazzere
  • businesses couldn't run credit card machines
  • local government and police agencies lost service
  • public safety officials spent the day warning the public to use cell phones to call 911 in an emergency
  • Bright House's support website was inaccessible for much of that time, displaying only a "server too busy" message.
Do you have your television, internet and telephone all serviced by the same network? I don't.

One bad line of software overwhelmed the network and redundant services. Perhaps they should have tested more.

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This article originally appeared in my blog: All Things Quality
My name is Joe Strazzere and I'm currently a Director of Quality Assurance.
I like to lead, to test, and occasionally to write about leading and testing.
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