Archive for the ‘Uncategorized’ Category

Planned Maintenance: Legacy VoIP proxy

Posted: Wednesday, January 17th, 2018 at 12:32 by David Derrick

Thursday 25 January 2018 18:00-19:00

During the above window we will be replacing the VoIP proxy server ( with one in a new location. In-progress new incoming calls delivered via IP address will not be affected but new outbound and incoming calls via SIP registration may be impacted. The current server will remain in place for the time being to allow easy rollback if problems are encountered.

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.

Planned Maintenance: Scolocate

Posted: Thursday, January 11th, 2018 at 16:34 by Richard Partridge

Thursday 18th January 2018 20:00 – Friday 19th January 2018 02:00

During the above maintenance window, we will migrating directly terminated customers onto new core equipment as part of ongoing network expansion. Affected customers may experience up to 30 minutes downtime during this window whilst they are migrated to the new device.

All traffic that would normally route through this location will take alternative paths.

  1. Ming-Yu Hsieh says:

    This work has now been completed

At Risk: Telford-dc3.core

Posted: Monday, November 20th, 2017 at 14:03 by Iain Beveridge

Tuesday 28th November 2017 23:50 – Wednesday 29th November 2017 06:00 

During the above window we will be tidying the cabling inside our cabinets in preparation of the installation of replacement hardware in the near future.

No down time is expected and all precautions will be taken to avoid any disruption, however during this time any customers directly connected to this core should be considered at risk.

  1. Jamie Smith says:

    This has now been cancelled and will be rescheduled at a later date.

Planned Maintenance: Peterborough

Posted: Monday, October 30th, 2017 at 16:26 by Mark Yardley

Wednesday 8th November 2017 00:01 – 06:00

During the above window we will be replacing equipment at this site with a higher capacity router.

All services currently terminated in this location will be migrated on to the new hardware. This includes all DSL, EWCS, leased lines and wholesale circuits at this location.

All other traffic that would normally route through this location will take alternative paths.

  1. Jake Turner says:

    This work is now complete.

Incident: Cardiff Edge Device

Posted: Wednesday, October 25th, 2017 at 18:20 by Richard Partridge

We have just experience an unexpected reload of one of our edge devices in Cardiff. This resulted in a brief loss of service for directly terminated leased line customers. Initial investigations suggest this was a brief power failure. This has been reported to our colocation provider for further investigation.

Incident: Nottingham Core

Posted: Monday, October 23rd, 2017 at 19:08 by Richard Partridge

We’ve just experienced an unexpected reload of the nottingham.core router. Engineers are investigating and this has been raised with our colocation provider as well. Further updates will be provided as and when they become available.

Incident: colindale.core

Posted: Monday, October 16th, 2017 at 09:04 by Alistair Patterson

Our core router in Colindale has unexpectedly rebooted. All services appear to have recovered, investigations are underway to determine the cause.

An engineer has been dispatched to site.

Further updates to follow when available.

  1. Adam Heath says:

    Our investigations confirm this incident as power related.

    We are working on root cause with our colocation provider, which is responsible for delivering our power, UPS, power monitoring and alerting at these locations.

    This remains at our highest priority and we are monitoring the situation closely.

Incident: cardiff.core

Posted: Tuesday, October 10th, 2017 at 18:08 by David Derrick

We have lost connectivity to our Cardiff router. Initial investigation suggests it is rebooting. We will continue to investigate and update when we know more.

  1. David Derrick says:

    The router has finished reloading and services are restored. We will continue to investigate the cause.

  2. Richard Partridge says:

    The cardiff.core router appears to have sustained another unexpected reload. Engineers are currently investigating. Further information will follow shortly.

  3. Richard Partridge says:

    Engineers are being dispatched to Cardiff to continue the investigation. Due to the number of recent failures, we are also planning to replace the core router whilst on site, which was originally planned for next week.

    Once engineers are on site and have assessed the situation, a notification outlining an emergency maintenance window will be published. The site should be considered at-risk until otherwise notified.

  4. Richard Partridge says:

    Engineers are on site and have concluded their initial investigation. Based on our findings we are currently proceeding with our plan to replace the core router this evening. A downtime window will be announced in due course.

  5. Richard Partridge says:

    We are planning to replace the Cardiff core router between 18:00 and 20:00 this evening. The core itself should be back online within 30 minutes during the window, however individual services will take longer to restore as they are migrated in turn from one core to the other.

  6. Jake Turner says:

    Further investigation on site within the maintenance window highlighted a fault with the power infrastructure that will be addressed by our colocation provider. We have taken measures to prevent further outages in the interim. As such the core router was not swapped.

Kingston Node

Posted: Thursday, September 28th, 2017 at 13:59 by David Brewis

We are currently noticing intermittent periods of packet loss on traffic passing through our Kingston node, affecting only ADSL services. This has been raised with BT for further investigation.

We will provide further information when it becomes available.

  1. David Brewis says:

    We have seen the levels return to normal but continue to discuss the case with BT

  2. David Brewis says:

    Following investigations an issue has been identified and steps have begun to to further identify the cause allowing for resolution.

  3. David Brewis says:

    Following changes on the incoming connection made by the supplier, we have not seen a repeat of the issue. Monitoring and investigations continue with updates published as made available.