FNB downtime: cause unclear

First National Bank (FNB) is looking into the source of the problem that impacted their systems for 5 hours on Friday, 7 September 2012, from 20:00.

Users took to social networks such as Twitter and Facebook shortly after 20:00 on Friday evening to report that they couldn’t draw money, that transactions were being declined, and that online banking was down.

An FNB spokesperson started responding to customers after 21:00 that the systems were back up and stable, but running “a bit slow”.

At 22:23 FNB CEO Michael Jordaan posted an update to Twitter, saying that network equipment provider Cisco was on site to assist FNB’s technicians.

“We experienced problems whilst doing routine proactive maintenance to our IT infrastructure,” explained FNB CIO, Raj Makanjee. “This affected all online services for approximately 5 hours starting at around 8pm on Friday evening.”

FNB downtime extensive - user report
FNB downtime extensive – user report
FNB downtime repair - feedback from Michael Jordaan
FNB downtime repair – feedback from Michael Jordaan

Makanjee said that online services have been fully restored.

“We are working with our infrastructure providers to do root cause analysis and ensure appropriate measures are taken to prevent further service impacts,” Makanjee said.

“We apologise to our customers for any inconvenience caused.”

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FNB downtime: cause unclear