Archive for the ‘Incidents’ Category

Incident: Legacy VoIP

Posted: Sunday, March 10th, 2019 at 19:45 by Adam Heath
Our supplier identified an attempt at toll fraud and temporarily disabled outbound calls on Enrich/Express/Easy Access as a mitigation this evening. End users could of course still call 999 and inbound and on-net calls remained available.
We are working with our supplier to restore outbound calling.
Our Hosted and SIP Trunk products were not impacted.
  1. Adam Heath says:

    Service was restored at 22:46 on 10/03/2019.

Incident: Vodafone Circuits

Posted: Thursday, March 7th, 2019 at 09:01 by Jonathan Clarke

We are currently seeing a number of Vodafone circuits are down. Initial diagnostics indicate the circuits are related to a single Vodafone handoff. Suppliers engineers are investigating and further updates will be provided on an hourly basis.

  1. jonathan clarke says:

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

    Please reboot equipment on site prior to progressing any related issues further.

    Information regarding the fix will be posted when the information becomes available.

Incident: VoIP and Entanet Portals

Posted: Friday, February 22nd, 2019 at 14:14 by David Brewis

We are currently aware of an issue affecting access to customer portals and our VoIP platform. Engineers are currently investigating with updates to follow within the next hour.

  1. David Brewis says:

    We believe service is restoring with engineers continuing to work on the incident. If you continue to suffer disruption, please contact the technical service desk where a member of the team can investigate. A further update will be provided by 15:35.

  2. David Brewis says:

    Whilst we believed the incident to be resolved, customer reports prove this to not be the case. Engineers continue to investigate trying to return service as quickly as possible. A further update will be provided by 16:35.

  3. David Brewis says:

    We now believe this issue to be resolved, can you please retest prior to calling the desk. An RFO will be provided within 5 working days.

Incident: faraday-nexus.dsl

Posted: Wednesday, February 6th, 2019 at 14:13 by Jamie Smith

We have experienced a loss of connectivity to some of our equipment in our Faraday  POP. Engineers are already investigating and initial diagnostics indicate a loss of power to the device. This will have effected a number of Broadband customers.

The device is now back online with sessions reconnecting, If your connection has still  not re-established it may be necessary to reboot your router.

 

Incident: Telford

Posted: Wednesday, February 6th, 2019 at 10:37 by Alistair Patterson

We are currently aware of an issue within our Telford Data Centre affecting connectivity. Engineers are currently investigating, updates to follow as soon as available.

  1. Alistair Patterson says:

    All services have been restored.

    If any further issues are experienced please contact our Support Desk.

    We apologise for the disruption caused by this incident.

Incident: camb.core

Posted: Friday, February 1st, 2019 at 14:19 by Jamie Smith

We are currently experiencing a loss of connectivity to our equipment in our Cambridge POP. Engineers are already investigating. Further updates will be provided as and when they become available.

Incident: Virgin Media circuits

Posted: Wednesday, January 30th, 2019 at 04:38 by Robin Posadas

Our monitoring has alerted our service teams to a number of Virgin circuits that are currently out of service. Our initial diagnostics indicate that the circuits are related to a hub between Virgin 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. Robin Posadas says:

    Our supplier Virgin has confirmed that services should now be restored.

    We will provide the details of the cause and resolution of the outage once this information is available.

    We apologise for the disruption caused by this incident.

  2. Ryan Berrisford says:

    We have received confirmation from Virgin Media that the incident was caused by a planned network change which inadvertently affected a core link between Entanet International and Virgin Media.

    The incident has been raised into the Service Management team within Virgin Media, who have advised that an audit is taking place to stop this happening in the future.

    We apologise for any inconvenience caused and we’ll follow this through to resolution.

Incident: PWAN DSL

Posted: Tuesday, January 29th, 2019 at 12:57 by Scott Morgan

We are currently aware of a brief drop in connectivity for PWAN DSL tails. Circuits do appear to be re-establishing and we would advise rebooting any circuits that have not automatically reconnected.

Our engineers are investigating the cause of this and will provide updates in due course.

  1. Scott Morgan says:

    Engineers are continuing to investigate the root cause of the brief drop observed earlier today.
    Further updates are expected by approximately 18:00

  2. Scott Morgan says:

    Our engineers have located the underlying issue which caused this brief drop in connectivity and have taken corrective actions to avoid repeat instances.

Incident: Vodafone Circuits

Posted: Sunday, 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.

Incident: Virgin Media circuits

Posted: Tuesday, 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.