Archive for the ‘Incidents’ Category

Incident: PWAN Connectivity

Posted: Wednesday, January 24th, 2018 at 19:05 by Ryan Berrisford

We are aware of an incident affecting some PWAN connectivity. Engineers are already engaged and are investigating.

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

  1. Mark Yardley says:

    Connectivity to the affected services has now been restored and engineers are continuing to investigate the underlying cause. We apologise for any inconvenience.

  2. David Brewis says:

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

Incident: Vodafone Circuits

Posted: Wednesday, January 24th, 2018 at 17:09 by Jake Turner

We are currently seeing a number of Vodafone circuits a down. 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. Ryan Berrisford says:

    We have been advised by the Vodafone Network Operations Centre that the incident is potentially linked to a transmission card failure within the Vodafone network.

    Field engineers are being assigned and an estimated time of arrival will follow.

  2. Mark Yardley says:

    Vodafone have advised that the field engineer has been assigned and is on route with an ETA of 21:00.

  3. Mark Yardley says:

    The Vodafone engineer has now attended site and connectivity has been restored to the affected services. Vodafone have advised the issue has been cleared. We will continue to liaise with Vodafone for an RFO.

Incident: Vodafone Circuits

Posted: Wednesday, January 24th, 2018 at 00:19 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. Richard Partridge says:

    Service was restored at approximately 02:30 this morning. It appears that this incident related to planned maintenance being carried out by Vodafone. We do not appear to have received pro-active notification for the work being carried out. This is something that will be raised with Vodafone for further investigation.

    We apologise for the inconvenience caused by this.

Incident: Bristol

Posted: Monday, January 22nd, 2018 at 10:12 by Jamie Smith

We have just experienced a loss of service to our Bristol node. Engineers are currently investigating and further updates will be provided as and when they become available.

  1. Jamie Smith says:

    Service has been restored. Engineers are still investigating to determine a cause.

Incident: Vodafone Circuits

Posted: Thursday, 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.

  6. David Brewis says:

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

Incident: Outgoing calls

Posted: Tuesday, 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: Friday, 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.

  2. David Brewis says:

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

Incident: TalkTalk Circuits

Posted: Friday, 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.

  2. David Brewis says:

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

Incident: Cardiff, Glasgow & Bristol Edge Devices

Posted: Monday, November 27th, 2017 at 09:32 by Jamie Smith

We have just experienced an unexpected simultaneous reload of our edge devices in Cardiff, Glasgow & Bristol. This resulted in a brief loss of service for directly terminated leased line customers.

Previous investigations suggest this was due to a bug in the IOS software on these devices. We had preemptively loaded new software onto these devices in preparation for a controlled and scheduled reload. These devices are now running the alternative software following this unexpected reload. We will continue to monitor these devices. All services are now restored.

We apologise for any inconvenience this may have caused.

Incident: Interxion

Posted: Wednesday, November 15th, 2017 at 06:41 by Jake Turner

We have just experiencing an unexpected reload of one of our edge devices in Interxion. Connectivity to most services is now restored however investigations are continuing.