Incident: Vodafone Circuits

Posted: January 18th, 2018 at 12:30 by Mark Yardley

We are currently experiencing a loss of connectivity for a number of Vodafone circuits. Initial diagnostics indicate the circuits are related to a single Vodafone handoff. Engineers are investigating and engaging with our supplier. Further updates will be provided when available.

  1. Mark Yardley says:

    This incident has been escalated with Vodafone and their engineers are being dispatched to site to investigate. Further updates to follow. This incident has been raised to senior management at Vodafone due to this handoff being affected by previous issues.

  2. Scott Morgan says:

    We have had confirmation that Vodafone field engineers will be onsite between 15:15 and 15:30. This is following extensive diagnostics indicating a potential fault with the Vodafone network terminating equipment.

    We are in constant communication with Vodafone and further updates will follow as and when they become available.

  3. Adam Heath says:

    We have just received confirmation from the Vodafone engineer that they have reached the site and are about to begin their investigations. Further updates will follow once available.

  4. Scott Morgan says:

    We have been notified by the onsite engineer that he is currently in the process of replacing the Vodafone network termination hardware.

    We have been advised that this should be completed by approximately 17:15.

    We will continue to update as necessary.

  5. Scott Morgan says:

    Service has been restored since the Vodafone network termination hardware was replaced at 17:00.

    We will be liaising with Vodafone post incident and a full RFO will be provided.

Planned Maintenance: Legacy VoIP proxy

Posted: January 17th, 2018 at 12:32 by David Derrick

Thursday 25 January 2018 18:00-19:00

During the above window we will be replacing the VoIP proxy server (proxy.entacall.com) with one in a new location. In-progress new incoming calls delivered via IP address will not be affected but new outbound and incoming calls via SIP registration may be impacted. The current server will remain in place for the time being to allow easy rollback if problems are encountered.

Incident: Outgoing calls

Posted: January 16th, 2018 at 09:38 by David Brewis

We are currently experiencing disruption to a small number of customers for outbound calls on the VoIP platform. Engineers are currently investigating for a cause and updates will be provided as and when they become available.

  1. David Brewis says:

    Service has now been restored to outgoing calls, if customers continue to experience issues please call into the help desk whilst we will continue to monitor.

    We apologise for any inconvenience caused by this incident.

Incident: Virgin Media Circuits

Posted: January 12th, 2018 at 09:21 by David Brewis

We are currently experiencing a loss of connectivity to a small number of Virgin Media leased line circuits. Engineers are currently investigating for a cause and updates will be provided as and when they become available.

Investigations show a reboot of the router to restore connectivity.

  1. David Brewis says:

    Engineers have identified and resolved the problem with connectivity resumed.

    We apologise for any inconvenience caused by this incident.

Incident: TalkTalk Circuits

Posted: January 12th, 2018 at 06:47 by Richard Partridge

We are currently experiencing a loss of connectivity to a small number of TalkTalk leased line circuits. Engineers are currently investigating and updates will be provided as and when they become available.

  1. Richard Partridge says:

    Engineers have identified and resolved the problem. Customers still experiencing issues are advised to reboot their routers before contacting the help desk.

    We apologise for any inconvenience caused by this incident.

Planned Maintenance: Scolocate

Posted: January 11th, 2018 at 16:34 by Richard Partridge

Thursday 18th January 2018 20:00 – Friday 19th January 2018 02:00

During the above maintenance window, we will migrating directly terminated customers onto new core equipment as part of ongoing network expansion. Affected customers may experience up to 30 minutes downtime during this window whilst they are migrated to the new device.

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

  1. Ming-Yu Hsieh says:

    This work has now been completed

Planned Maintenance: Telford DC3

Posted: January 9th, 2018 at 11:00 by Jamie Smith

 Monday 15th January 2018 23:00 – Tuesday 16th January 06:00 

During the above window we will be performing necessary power and cable maintenance in the datacenter in preparation for the Installation of new hardware.

No down time is expected and all precautions will be taken to avoid any disruption, however during this time any customers within this data center should be considered at risk.

Any customers that may be at a particular risk due to the power work, will be notified.

  1. Jamie Smith says:

    This work has now been completed

Planned Maintenance: Scolocate

Posted: January 2nd, 2018 at 12:42 by Richard Partridge

Thursday 11th January 2018 20:00 – Friday 12th January 2018 02:00

During the above maintenance window, we will be installing additional core equipment as part of ongoing network expansion.

No down time is expected and all precautions will be taken to avoid any disruption, however during this window any directly connected customers should be considered at risk.

  1. Ming-Yu Hsieh says:

    This work is now complete.

At Risk: telford-dc3.core

Posted: January 2nd, 2018 at 11:12 by Jamie Smith

We have experienced a failure of one of the UPS devices that protects telford-dc3.core. Due to this failure telford-dc3.core is running without full resiliency.

We will be undertaking work to replace the failed unit and restore full power redundancy at 5.30PM.

Services connected to or through telford-dc3.core should be considered at risk until the work is completed.

Further updates will be provided when the work is due to start.

  1. Jamie Smith says:

    Engineers are now starting this work

  2. Jamie Smith says:

    This work has now been completed successfully

Emergency Work: At Risk: Broadband Platform

Posted: December 19th, 2017 at 09:34 by Steve Lalonde

Tuesday 19 December 2017 10:00 to 13:00

During the above window we will be replacing optics on a section of our Broadband Platform due to an intermittent fault.

We do not expect the work to be service affecting

  1. Steve Lalonde says:

    This work is now complete.