Outbound Calls via our VoIP platform

Posted: January 14th, 2019 at 16:11 by Neil Watson

We are currently aware of an intermittent issue with our VoIP platform affecting outbound calls, with some customers unable to establish external calls.  We are investigating the issue now and will provide updates via this site.  We apologise for the disruption to this service.

  1. Neil Watson says:

    Our engineers have located the issue with the service and have taken corrective actions to restore outbound calls for all customers. We will continue to monitor the situation over the next 24 hours.

Planned Maintenance: Telford

Posted: January 11th, 2019 at 14:13 by Gurinder Bansal

Friday 18th January 2019 00:01 – 03:00

During the above window we will be decommissioning telford-dc2.core.enta.net.

All services currently terminated in this location will be migrated on to telford-dc3-2.core. This includes PWANs, colocation and pseudowires. During the maintenance, customers will experience a loss of connectivity within their service (PWANs, colocation or pseudowire). If you are one of those customers, you will be notified directly by our Technical Service Desk by the end of Monday 14th January.

Once we have confirmed the maintenance is complete, any customers still experiencing issues should reboot their equipment before contacting the Technical Service Desk.

All other traffic that would normally route through this location will take alternative paths.

  1. Gurinder Bansal says:

    This work is now commencing.

  2. Gurinder Bansal says:

    This work is now complete.

Incident: Vodafone Circuits

Posted: January 6th, 2019 at 11:50 by Matthew Davies

Our monitoring has alerted our service teams to a number of Vodafone circuits that are currently out of service. Our initial diagnostics indicate that the circuits are related to a hub between Vodafone and us. Both we and the supplier are currently investigating to provide a solution as soon as possible. Further updates will be provided via this site.

We apologise to any customers that are impacted and want to reassure you that we are working to return full service as soon as possible.

  1. Matthew Davies says:

    The fault has been confirmed to a Vodafone hub. Engineers are being dispatched by the supplier to investigate the issue further. We’re expecting they will arrive on site soon, when further investigation will continue.

    A further update will be posted on this post as we receive further information.

  2. Matthew Davies says:

    Engineers are on site investigating the issue and work continues on site and fibre connections are being testing.

    We’re expecting a further update in the next hour and will update here with any further information in the meantime.

  3. Matthew Davies says:

    We believe this issue has now been resolved, engineers have confirmed they are seeing the hub back up and we can now see connections coming back online.

    Please reboot equipment on site before progressing any related issues further.

    Information regarding the fix will be posted here at a later date.

Planned Maintenance: Telford

Posted: January 4th, 2019 at 11:53 by Jamie Smith

Thursday 10th January 2019 08:00 – 16:00

During the above window we will be carrying out essential maintenance within the rack that terminates a small number of Virgin Media leased line circuits at our Telford data-centre. This is a service impacting maintenance and outages will be observed.

Any customers impacted by this change will be notified Individually.

Incident: Virgin Media circuits

Posted: December 11th, 2018 at 13:15 by David Brewis

Our monitoring has alerted our service teams to a number of Virgin Media circuits that are currently out of service. Our initial diagnostics indicate that the circuits are related to a handover between Virgin Media and us, engineers are investigating and are engaged with the supplier. Further updates will be provided via this site.

We apologise to any customers that are impacted and want to reassure you that we are working to return full service as soon as possible.

  1. David Brewis says:

    We believe the incident to be resolved, during investigation engineers traced the issue to a faulty fibre patch.

    Engineers have replaced the link which has restored service and our engineers will continue to monitor.

    We apologise for the disruption caused by this incident.

VoIP Incident

Posted: December 10th, 2018 at 12:48 by David Brewis

We are currently aware of an issue affecting some users on our legacy VOIP platform. Engineers are currently investigating and a further update will be provided by 13:50.

  1. David Brewis says:

    We believe the incident to be resolved, during investigation engineers traced to a dns issue hosted on our legacy hosting platform. Our engineers restarted the service which has restored service and our engineers will continue to monitor.

    We apologise for the disruption caused by this incident.

Incident: Legacy VOIP platform

Posted: December 7th, 2018 at 15:24 by Matthew Davies

We are currently aware of an issue affecting some users on our legacy VOIP platform. Engineers are currently investigating and a further update will be provided by 4:30pm

  1. Matthew Davies says:

    Our engineers have now resolved the issue with our legacy VOIP platform and all services should now be restored. If issues persist please reboot any phones or servers before contacting technical support.

    More information on the cause of the issue will be forthcoming.

Emergency Maintenance: Glasgow DSL Infrastructure

Posted: December 6th, 2018 at 11:22 by Gurinder Bansal

Thursday 6th December 2018 12:00 – 12:15

As part of our proactive monitoring of our network, we are aware of a faulty optic in our Glasgow POP that puts a small number of DSL customers at risk of losing service. As a consequence we will be replacing the faulty optic during the above specified window.

Broadband users connecting to the Glasgow DSL infrastructure will experience a brief drop in connectivity whilst the optic is replaced. Downtime is expected to last no longer than 30 seconds. If your connection does not re-establish in 2 minutes it may be necessary to reboot your router. Our Technical Service Desk will be monitoring all affected connections to ensure that service is restored as soon as possible.

  1. Gurinder Bansal says:

    This work is now complete.

Planned Maintenance: Wolverhampton TE

Posted: December 3rd, 2018 at 18:27 by Gurinder Bansal

Thursday 13th December 2018 00:01 – 06:00

During the above window we will be replacing wolv-te.core.enta.net with a higher capacity router.

We expect all services currently terminated in this location to have a maximum downtime of 1 hour. Services include: Leased lines, DSL, EWCS, Transit, Wholesale handoff and Pseudowires. Whilst actual downtime is expected to be no more than 1 hour, the full 6 hours may be required to account for any unforeseen issues.

All other traffic that would normally route through this location will take alternative paths.

  1. Gurinder Bansal says:

    This work is now commencing.

  2. Gurinder Bansal says:

    This work is now complete.

Planned Maintenance: Reboot lns4.inx.dsl.enta.net

Posted: December 3rd, 2018 at 17:28 by Steve Lalonde

Monday 10th December 2018 03:00 – 06:00

 

During the above window broadband users connected via lns4.inx.dsl.enta.net will be disconnected for a reboot of the device (memory fragmentation) and will connect via alternative equipment.

There are currently only 190 users connected to this device as we have not been sending reconnections to this router for some time.

Users on this device that reconnect before the reboot will avoid the planned works.

  1. Robin Posadas says:

    This work is now commencing.

  2. Robin Posadas says:

    This work is now complete.