Archive for the ‘Incidents’ Category

Incident: Interxion

Posted: Friday, July 28th, 2017 at 09:42 by Richard Partridge

We are currently experiencing a loss of connectivity to one of our switches in Interxion. Engineers are already investigating and local engineering resources are on the way to site. Further updates will be provided as and when they become available.

  1. Richard Partridge says:

    Connectivity has been restored, however we are still investigating the underlying cause.

Incident: VoIP Disruption

Posted: Thursday, July 13th, 2017 at 10:46 by Richard Partridge

Engineers are currently investigating an incident that is causing a loss of service on our VoIP platform. Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    Service has now been restored. We apologise for any inconvenience.

BT circuit issue

Posted: Thursday, July 6th, 2017 at 10:56 by Adam Heath

We are aware of an issue affecting a number of BT Ethernet circuits which connect to our Columbo core.   Our initial diagnostics indicate the issue to be on BT’s hub and we have this raised with them already for investigation.

We will provide further information once it becomes available.

  1. Adam Heath says:

    We are continuing to correspond and troubleshoot with the suppliers. As a precaution, we have also tasked out an engineer to double check our equipment at the site.

    Further updates will be available shortly.

  2. Adam Heath says:

    We have restored service to affected circuits following an engineer replacing a faulty optic at site. We’re continuing to monitor from our side.

Incident: Viper Hosting Platform

Posted: Monday, June 26th, 2017 at 11:53 by Adam Heath

We are currently investigating an issue affecting some of our Viper hosting platform.

Engineers are currently investigating and further updates will be provided when available.

  1. Adam Heath says:

    Our NOC engineers have started to restore service to the Viper platform which requires a reboot of each server. Current focus is on returning the functionality for users, before reviewing to confirm the root cause.

    Further information will be available on this shortly.

  2. Adam Heath says:

    Our NOC engineers have confirmed that almost all users should now have functionality restored, with the final few affected servers still in the process of being rebooted and brought back online. This is expected to be complete within the next hour.

    Once complete, we’ll be ascertaining the cause and providing the information via this site.

Incident: Bristol.core reload

Posted: Wednesday, June 21st, 2017 at 23:02 by Neil Watson

We are aware that our Bristol.core router has unexpectedly reloaded. Customers routed via this node will have temporarily lost service while the reload completed. Currently, we do not believe that the reload is related to the ongoing planned work. We will investigate the cause and will report as appropriate. Apologies for the inconvenience caused.

Incident: Faraday Power

Posted: Sunday, May 7th, 2017 at 10:54 by Richard Partridge

We are currently experiencing intermittent power loss to some of our equipment located with the Faraday POP. Engineers are already investigating and the issue has been raised to the colocation provider as well.

Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    Our supplier has advised that the intermittent power failure affecting our equipment should now be resolved. As a precaution, we are considering the site at-risk whilst we monitor the situation for any further disruptions.

VoIP disruption

Posted: Wednesday, April 12th, 2017 at 15:39 by Adam Heath

We are aware that a number of users are having issues placing and receiving calls on the VoIP Enrich platform.  Engineers are currently working to restore service and we will provide further information when it becomes available.

  1. Adam Heath says:

    Service has been restored following our engineers restarting a process on one of the VoIP servers.

Incident: Glasgow

Posted: Thursday, March 23rd, 2017 at 01:50 by Mark Yardley

We have experienced two brief losses of power to our equipment located in our Glasgow PoP. Engineers are investigating with our colocation provider. Power is currently restored however should still be considered at risk. Further updates will be provided when available.

  1. Mark Yardley says:

    After additional discussion with our colocation provider, we are currently monitoring the situation in this location while further investigation is undertaken. All services provided at this location are currently restored, however they should still be considered at risk. Further updates will be provided when available.

Incident: Edinburgh

Posted: Tuesday, March 21st, 2017 at 22:58 by Mark Yardley

We have experienced a loss of power to our equipment located in our Edinburgh PoP. Power has already been restored however some services still remain affected. Engineers are investigating and further updates will be provided when available.

  1. Mark Yardley says:

    A second brief power interruption has been experienced at this location. Engineers are still currently investigating the issue with our colocation provider.

  2. Mark Yardley says:

    Updates from our colocation provider indicate that they have seen power disruption at this location and investigating. Further updates from them are not expected until their engineers have been able to attend site.

    Although power is currently restored at this location and the majority of services appear to be function at this time, they should still be considered at risk until our suppliers can confirm the incident is resolved.

  3. Mark Yardley says:

    We have had confirmation from our colocation provider that the disruption was caused by the failure of the local power supply and the failure of their on site backup generator to take over.

    Our provider is currently on site and installing a replacement generator. As such this location should still be considered at risk until this work is complete. Further updates will be provided when they are available.

Incident: PWAN LNS

Posted: Thursday, March 9th, 2017 at 12:44 by Ryan Berrisford

We are aware of a short disruption to a small number of PWAN connections at approximately 12:24. This was caused by an unscheduled reload of one LNS.

Any connections affected during the incident would have automatically connected to an alternative LNS, where service would have been restored.

We apologise for any inconvenience caused.