Planned Maintenance: Telehouse East Phase 1

Posted: February 1st, 2016 at 23:39 by Ming-Yu Hsieh

Tuesday 9th Feb 2016 0:01 – 06:00

During the above window we will be migrating customers on telehouse-east.core.enta.net and telehouse-east2.core.enta.net to new routers in Telehouse East. Due to the amount of customers on this site, we will be migrating customers in phases, each connection will have downtime of up to 30 minutes during the window.

Affected services are:

  • All customer interconnects ( Transit / EWCS / Wholesale handoff / Pseudowire ) terminating on telehouse-east.core.enta.net and telehouse-east2.core.enta.net

Planned Maintenance: Telehouse East Virgin Media Circuits – Final Phase

Posted: February 1st, 2016 at 19:25 by Ming-Yu Hsieh

Tuesday 9th Feb 2016 0:01 – 06:00

During the above window we will be moving the remaining Virgin Media circuits to a new router in Telehouse East. Each connection will have downtime of up to 30 minutes during the window.

Affected customers:

  • Any customer has Virgin Media circuits which terminates in Telehouse East.

Planned Maintenance: telehouse-east3.core.enta.net

Posted: January 25th, 2016 at 09:36 by Ming-Yu Hsieh

Tuesday 2nd Feb 2016 0:01 – 06:00

During the above window we will be adding additional capacity to the router as well as rebooting it for software upgrade.

There will be outages (up to approx 1 hour ) for users connected to the affected routers during this work.

Affected services are:

  • All customer interconnects ( Transit / EWCS / Wholesale handoff / Pseudowire ) terminating at telehouse-east3.core.enta.net

Traffic that would normally be routed through this equipment will be routed via alternate paths

  1. Ming-Yu Hsieh says:

    This work is now complete.

Planned Maintenance: Telehouse East Virgin Media Circuits – Phase 2

Posted: January 15th, 2016 at 14:50 by Ming-Yu Hsieh

Tuesday 26th Jan 2016 0:01 – 06:00

During the above window we will be continuing moving Virgin Media circuits to new router in Telehouse East. Due to amount of customers on this site, we will be migrating customers in phases, each connection will have downtime of up to 30 minutes during the window.

Affected customers:

  • Any customer has Virgin Media circuits which terminates in Telehouse East.
  1. Ming-Yu Hsieh says:

    Phase 2 is now complete.

VoIP Disruption

Posted: January 14th, 2016 at 09:39 by Ryan Berrisford

We are currently aware of an issue affecting in and outbound calls on our VoIP Enrich platform.

Engineers are investigating the issue and updates will follow as they become available.

  1. Ryan Berrisford says:

    Following engineering work, service has been restored to customers. Engineers however are continuing to investigate the root cause of the issues experienced.

    We apologise for the inconvenience caused.

  2. Adam Heath says:

    We have been aware that there were still some problems since the previous update, with making inbound and outbound calls on the Enrich platform. Our engineers believe they have now isolated the problem following further investigation and further actions have been taken to prevent this from re-occurring.

    We are continuing to monitor the situation, although currently services appear to be stable and functional.

  3. Adam Heath says:

    Our monitoring has alerted us to further reports of the outbound call issue still being experienced by some users. This is still being investigated following our previous actions not fully rectifying the scenario and further updates are to follow.

  4. Ryan Berrisford says:

    We are aware that a small portion of the customer base is still affected by the issue and engineers are continuing to work to rectify the problem. Further updates will follow shortly.

  5. Adam Heath says:

    Our engineers have made some further configuration changes to the primary VoIP platform, however to apply the same amendments to the Enrich platform, a brief reboot will occur at 23:00 this evening.

    We anticipate that this will rectify the problems experienced by some users of the services today and we are continuing to monitor the situation. Further updates will follow tomorrow morning.

  6. David Derrick says:

    The Enrich platform has been updated with the same fix as applied earlier to the primary platform.

  7. Adam Heath says:

    There does appear to be a continuation of problems on the VoIP platform this morning and our engineers are investigating currently. Our engineers advise that the configuration changes made yesterday evening do appear to have had a positive impact in terms of the number of successful calls now being made, however they are continuing to look into the cause of the ones that are failing.

    We would also like to remind any resellers or end users who may have had problems reaching the Support desk, to please ensure they are using our updated number. This is 0330 100 3551.

  8. Adam Heath says:

    Issues experienced earlier this morning came about due to a script on a VoIP server being modified incorrectly during a debugging process yesterday afternoon. Further investigation into the error allowed us to correct the script and service has been stable for the last couple of hours in which we have been monitoring.

    Further on from this an RFO will be released next week in order to clarify the sequence of events and provide a more detailed technical breakdown. We apologise for the inconvenience this has caused.

  9. Ryan Berrisford says:

    Due to complexity of this incident the RFO report is taking a little longer than expected to complete. We apologise for the delay and we anticipate this will be available by close of business tomorrow.

  10. Ryan Berrisford says:

    An incident report for this issue is now available here.

Planned Maintenance: Telehouse East Virgin Media Circuits – Phase 1

Posted: January 8th, 2016 at 09:44 by Ming-Yu Hsieh

Tuesday 19th Jan 2016 0:01 – 06:00

During the above window we will be moving Virgin Media circuits to new router in Telehouse East. Due to amount of customers on this site, we will be migrating customers in phases, each connection will have downtime of up to 30 minutes during the window.

Affected customers:

  • Any customer has Virgin Media circuits which terminates in Telehouse East.
  1. Ming-Yu Hsieh says:

    Phase 1 is now complete.

Incident: Glasgow PoP

Posted: December 31st, 2015 at 04:15 by Mark Yardley

We are currently experiencing and issue at our Glasgow PoP. Engineers are investigating, further information to follow when available.

  1. Mark Yardley says:

    The cause of this incident has been identified as power loss to the location. However, power has now been restored and services provided by this location are again operational. Further investigation will be undertaken to identify the reason for power loss with our suppliers.

  2. Mark Yardley says:

    Power to this location has been lost again. We are still speaking to suppliers to investigate the cause.

  3. Mark Yardley says:

    Suppliers have now confirmed that there is a known power issue at this location and they currently have a specialist team on site to rectify the problem. Further updates will be provided as more information is available.

  4. Mark Yardley says:

    Our suppliers have advised that engineering work resolved the power issue earlier this morning.

Planned Maintenance: telecity-hex89.core.enta.net

Posted: December 23rd, 2015 at 14:46 by Ming-Yu Hsieh

Tuesday 12th Jan 2015 0:01 – 06:00

During the above window we will be adding additional capacity to the router as well as rebooting it for software upgrade.

There will be outages (up to approx 1 hour ) for users connected to the affected routers during this work.

Affected services are:

  • All customer interconnects ( Transit / EWCS / Wholesale handoff / Pseudowire ) terminating at telecity-hex89.core.enta.net

Traffic that would normally be routed through this equipment will be routed via alternate paths

  1. Ming-Yu Hsieh says:

    This is a reminder of the plan maintenance work on Tuesday 12th Jan 2015 0:01 – 06:00.

  2. Ming-Yu Hsieh says:

    This work is now complete.

Emergency Work: VoIP Platform

Posted: December 10th, 2015 at 17:09 by Steve Lalonde

Friday 11 December 2015 00:00-06:00 GMT

Following on from this weeks VoIP platform issues we will be replacing the primary Database server.

We expect the work to take approximately 2 hours during which VoIP platform will be unavailable.

The back out plan will be to revert to the existing server.

  1. Ming-Yu Hsieh says:

    we are still working on the database server.

  2. Ming-Yu Hsieh says:

    This work is now complete.

Incident: VoIP Disruption

Posted: December 8th, 2015 at 14:10 by Ryan Berrisford

We are currently aware of a problem affecting calls on the VoIP platform.

Engineers are investigating the issue and further updates will be posted as they come available.

  1. Ryan Berrisford says:

    Service was restored to the affected customers shortly after the disruption.

    Post investigations have not identified any issues on the Entanet platform and therefore upstream providers have been engaged to help isolate the issue further.

    Updates will follow, as we receive them.

  2. Ryan Berrisford says:

    Our upstream providers have updated us to advise they did have problems with their database servers at the reported time. They have also advised they are carrying out a review of the issue for future improvements.

    We apologise for the inconvenience caused at the time.