8:00PM Update
I am writing with another update from Gen-i and Telecom on yesterday’s tragic Christchurch event.

As this whole tragedy unfolds we’re getting a much clearer picture of the devastating impact it has had on the Canterbury region and its people. Our thoughts and prayers continue to be with the people of Canterbury, and we will do whatever it takes to support the community, now and in the days ahead.

Since my last update at 11am this morning, the Gen-i and Telecom teams have continued working on the restoration of telecommunications services in the Canterbury region. The current situation for Telecom Group communications and IT services in Canterbury is as follows:

Our people
Our big priority has been making sure all our people and their families are safe, and we’ve very nearly accounted for all our folk right across the Telecom Group. Like many of you, we have people seriously affected and we’re doing everything we can to support them and their families.

Our fixed line and mobile services
While restoration of some mains power in Christchurch means some mobile sites that were running on back-up power are now back running as normal, the network is still affected by ongoing power issues in other areas of the city and the physical disruption caused by yesterday’s earthquake.

Our focus remains on restoring and maintaining mobile cell sites in the CBD, so survivors trapped in the rubble who have mobile phones can continue to keep in contact with rescue teams. All central city cell sites that are operational have been connected to generators to keep them running.

We have brought in three additional COWs (Cell Sites on Wheels) to help boost mobile coverage and capacity to support ongoing relief work in key emergency response areas, including the Civil Defence headquarters at the City Art Gallery.

We are also providing Civil Defence with 150 solar mobile chargers, as well as mobile phones for rescue workers as they arrive in the region.

We are re-deploying generators to sites still without mains power, and also bringing in an additional 33 generators overnight.

We continue to intensively monitor network capacity and performance, with a particular focus on 111 services and key emergency response sites. Our technicians are prioritising restoration work on services required by emergency response teams, and those related to medical locations and services.

Our data centres
Our data centres remain operable. Our ICT Operations teams are monitoring our Christchurch data centre sites closely with temperature and humidity levels stable. Access to our 109 Hereford Street site is restricted due to the hotel in danger of collapse, but we are working with clients to maintain services remotely.

Client support
We are offering clients assistance with maintaining their voice communications through our Gen-i Mobile Office (GMO) service. GMO allows businesses to use their XT mobile devices as office phones, with all the functionality of a PABX. This will provide our clients with voice communications for people working remotely or assisting with the search and rescue effort. Please contact your client manager for further details on the GMO service.

Our Managed Customer Centre (MCC) is operating under BCP. We have continued to divert service desk calls to our Wellington, Hamilton and Auckland contact centres, adjusting people resourcing in these areas to manage all volumes.

Analogue landline phones
Telecom is starting a campaign to collect analogue landline phones from around the country to distribute to people in Christchurch without power who only have cordless landline phones which are reliant on power. These phones plug straight into a jack-point and don’t require mains power. Spare analogue phones can be dropped into any Telecom store during retail opening hours.

Continued request for customers
Our advice remains to minimise use of mobile phones, and for people to use text messages instead of calls when possible to free up the network for emergency response workers and to minimise the drain on backup batteries and generators.

Telecom has made three WiFi Hotspots in Christchurch available for free. These WiFi sites are at Telecom Riccarton Mall, Café Zero (Cashmere Rd), and the Westpac Centre (Addington).

For updates
If there is anything more that we can do to support your business and your people during this time, please contact your Client Manager, myself or your normal service contacts at our MCC. Alternatively, please visit www.gen-i.co.nz, www.telecom.co.nz, as well as @Geni_ICT or @chrisjquin on Twitter and Facebook for further updates.

We’re deeply shocked and saddened to hear of the loss of so many people in yesterday’s quake, and pray for the safe return of loved ones who are still missing.

I and the Gen-i team are all personally very committed to doing all we can to support you and the local community.

Kia kaha
Chris Quin

CEO Gen-i Australasia

11:00am update
This morning we stand with all New Zealanders in support of the people of Canterbury and those impacted by the devastating events of yesterday.  Our thoughts and prayers are with you all during this tragic time and we are absolutely committed to doing anything we can to support you now, and in the challenging times ahead. 

To support the rescue and recovery operation, our focus and resolve across the Telecom Group, with the wider ICT industry, is to work together to do whatever it takes to maintain and deliver the essential communications services the Canterbury community needs during this time.

Since my last update at 7pm last night, the Gen-i and Telecom teams have worked through the night and the current situation for Telecom Group telecommunications and IT services in the Canterbury region is as follows:

Our people
Our priority is to confirm the safety and welfare of our people, which we are continuing to work towards.  We sincerely hope all your people in the region are safe.

111 and Emergency Services
111 services remain stable and available on our fixed line network with some disruption to mobile service connectivity overnight, as a result of power outages or damage.  Back-up power to cell sites is limited as it is reliant on generators and batteries, so prolonged power issues have meant some mobile sites outside the CBD have had disrupted service overnight.

Civil defence and safety considerations severely restricted the ability of our network technicians to carry out physical work such as generator installation overnight, but work commenced on generator installation at first light this morning.  We are currently unable to access three cell sites within the CBD due to Civil Defence access restrictions for personal safety but we will update you as this changes.

Telecom has moved to enable free calling from 280 payphones in and around Christchurch for local, national and mobile calls.

We have continued to intensively monitor network capacity and performance through the night, with a particular focus on 111 services and key emergency response sites.

People trying to contact 111 should try again if they experience issues connecting.  If you experience issues while calling from a mobile phone or device, please try calling from a land line phone or pay phone if possible.

The Christchurch 111 call centre has been successfully diverted to Wellington and 111 calls are being prioritised.

Mobile services
Overnight we have focused our efforts on restoring and maintaining cell sites in the CBD, so survivors trapped in the rubble who have mobile phones can continue to keep in contact with rescue teams. All central city cell sites that are operational have been connected to generators to keep them running.

Work has commenced at first light this morning to continue to install power generators to mobile cell sites impacted by power outages. 

Generators continue to be freighted into the Christchurch region by our Chorus team to meet the required demands.

We are working with Vodafone to maintain critical services and are adding extra capacity to the mobile networks, including the installation of temporary mobile sites at triage centres in the central city.

Fixed Line Voice and Data services
Fixed line voice and data services remain stable and available.  Any issues are likely to be due to network disruption due to damage, which our field force teams, within clear safety parameters, are working with urgency to resolve.

Our ICT Operations teams are monitoring our Christchurch data centre sites closely with temperature and humidity levels stable.  Access to our 109 Hereford Street site is restricted due to personal safety but we are working with clients to maintain services remotely.

Client support
Our Managed Customer Centre (MCC) is operating under BCP.  We have continued to divert service desk calls to our Wellington, Hamilton and Auckland contact centres, adjusting people resourcing in these areas to manage all volumes. 

Our Christchurch offices
All Telecom Group buildings remain closed until further notice so that our people can stay at home to support their family, friends and community.  Our technical experts are in the field doing what they can, within clear safety parameters, to restore and maintain telecommunications in the area.  Client support has been diverted to our Hamilton, Wellington and Auckland offices.

Continued request for customers
To minimise the stress on the Telecom network and to conserve back-up power, we ask people to only use their phones for emergency calls.

People without power in their homes will not be able to use cordless landline phones as base stations require power.  If customers have analogue landline phones which do not require power, they will still work without power so they should use them instead.

Use of mobile phones for sending images and video from the area should be minimised to ease pressure on the network.

Free local, national and mobile calling on 280 payphones in and around Christchurch has been made available to support our customers and the community.

For Updates
If there is anything more that we can do to support your business and your people during this time, please contact your Client Manager, myself or your normal service contacts at our MCC.  Alternatively, please visit www.gen-i.co.nz, www.telecom.co.nz, as well as @Geni_ICT or @chrisjquin on Twitter and Facebook for further updates.

We will continue to update you as more information becomes available. 

Like all of you, we are deeply shocked and saddened by the loss of so many people in yesterday’s devastating events and pray for the safe return of loved ones who are still missing.  I don't know what words can help, but our thoughts and condolences are with those who have lost loved ones.  Our thoughts are with those of you facing recovery from injury, confirming the safety of family, friends and colleagues, and the challenge of rebuilding your lives.  I and the Gen-i team are all personally very committed to doing all we can to support you and the Canterbury community.

Kia kaha

Chris Quin
CEO Gen-i Australasia