Archive for the ‘Incidents’ Category

Potential VoIP Disruption

Posted: Friday, February 17th, 2017 at 12:47 by Adam Heath

We are currently aware of a potential issue affecting some VoIP services.  We are currently investigating and collating examples.  We will provide further information once it becomes available.

  1. Adam Heath says:

    We have restarted a process on one of our VoIP servers and are now monitoring for any further issue. This issue should have only affected a small proportion of any calls placed due to load being spread over multiple servers.

Incident: Birmingham 3 Power Loss

Posted: Wednesday, February 15th, 2017 at 13:55 by Richard Partridge

We are currently experiencing a loss of power within our Birmingham 3 point of presence. This is causing a loss of service for a small number of directly connected leased line customers.  Affected customers have been contacted and advised directly.

Engineers are currently investigating and already have resources on their way to site to continue their investigation. Further updates will be provided as and when they become available.

  1. Mark Yardley says:

    Power has been restored to the affected customers. However, replacement equipment is required to restore fully redundant power to this site. Further updates on the progress of this work will be provided as and when available.

Incident: Telehouse East Satellite Device

Posted: Tuesday, February 7th, 2017 at 13:47 by Ryan Berrisford

We are aware of an incident in Telehouse East which briefly affected a small number of customers. The incident looks to have been caused by an unexpected reload of a satellite device. Services affected include Ethernet and DSL.

All services should now be restored and further updates will follow.

If you still have an issue with any individual circuits, please power cycle the device before contacting the support team. We apologise for the inconvenience caused.

  1. Adam Heath says:

    A report is now available for this incident which can be found here.

Incident: Edinburgh DSL Connections

Posted: Tuesday, February 7th, 2017 at 12:54 by Ryan Berrisford

We are aware of an issue that affected DSL connections coming into our Edinburgh point of presence. Users coming into this node would have briefly lost connectivity. Our Network Operations Centre has investigated and service is now restored.

Further updates on the incident will follow in due course.

  1. Adam Heath says:

    A report is now available for this incident which can be found here.

Incident: VoIP Disruption

Posted: Wednesday, February 1st, 2017 at 09:37 by Mark Yardley

We are currently aware of an issue affecting some VoIP Enrich customers. Engineers are currently investigating and further updates will be provided as and when they become available.

  1. Richard Partridge says:

    The issue has been rectified and normal service has now resumed. Engineers will continue to monitor the platform closely.

Incident: VoIP Disruption

Posted: Friday, January 6th, 2017 at 10:18 by Richard Partridge

We are currently aware of an issue affecting outbound calls. Engineers are currently investigating and further updates will be provided as and when they become available.

  1. Richard Partridge says:

    The issue has now been rectified and normal service has now resumed. Engineers will continue to monitor the platform closely.

Incident: columbo.core

Posted: Thursday, December 1st, 2016 at 09:35 by Richard Partridge

We are currently experiencing a loss of connectivity to columbo.core. Engineers are already investigating and we are organising local engineering resources to attend site.

Further updates will be provided as and when they become available.

  1. Richard Partridge says:

    We have regained connectivity to the core router and initial evidence suggests this loss of connectivity relates to a power failure to our cabinet. We are continuing our investigation and the site should be considered at risk for the time being.

  2. Ryan Berrisford says:

    Although power has been restored to the Columbo core router we are still seeing some services as down. Engineers are continuing to investigate and further updates will follow.

  3. Ryan Berrisford says:

    Services have now been fully restored to both DSL and Ethernet services. We are continuing to monitor and a full incident report will follow in due course.

  4. Ryan Berrisford says:

    An incident report for this issue is now available here.

Incident: Nottingham WBC

Posted: Thursday, November 10th, 2016 at 15:21 by Richard Partridge

Engineers are currently investigating an issue causing a loss of service for DSL connections served by the Nottingham WBC node.

Further updates will be provided as and when they become available.

 

  1. Richard Partridge says:

    Our engineers have corrected the problem and service is now restored.

    We apologise for any inconvenience caused.

  2. Neil Watson says:

    A report is now available for this incident which can be found here. Apologies for the problems that this loss of service will have caused for our customers.

Incident: Telehouse East Satellite

Posted: Tuesday, November 8th, 2016 at 11:16 by Richard Partridge

We are currently aware of an issue affecting one of our satellite devices in Telehouse East causing a loss of service for a small number of customers.

Engineers are already investigating and a further engineer is on his way to provide on-site assistance.

  1. Richard Partridge says:

    Our engineer is now on site and investigating.

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

  2. Richard Partridge says:

    A hardware fault has been rectified and service is now restored.

    We apologise for any inconvenience caused.

  3. Jake Turner says:

    While most services connected to this edge device have had service restored, we are still seeing residual issues with a very small number of customers.

    An upgrade and reboot of the device will be carried out at 23:00 this evening. The emergency maintenance should take no longer than 1 hour however actual downtime for each customer is likely to be around 5 minutes.

  4. Jake Turner says:

    This work is now complete and service has been restored to the affected customers.

  5. Ryan Berrisford says:

    An incident report for this issue is now available here.

Incident: managed-lns01.inx.dsl

Posted: Wednesday, November 2nd, 2016 at 18:25 by Mark Yardley

We have recently experienced an unscheduled reload of managed-lns01.inx.dsl serving our managed EWCS platform. This will have caused a brief interruption of service to customers connected to this particular LNS. Engineers are monitoring the device and will be investigating further to ascertain the cause.

We apologise for the inconvenience this may have caused.