Archive for the ‘Uncategorized’ Category

Planned Maintenance 20th August.

Posted: Tuesday, August 20th, 2019 at 15:48 by John Hope

As part of our ongoing drive to improve the new VoIP platform, we shall be carrying out essential maintenance to our VoIP service this evening, which will necessitate a short period of down-time.

The outage window will occur on Tuesday 20 August from 21:00 to 21:30 hours.

 

Kindest regards

 

 

Incident: VoIP calls

Posted: Wednesday, August 7th, 2019 at 14:13 by david labouchardiere

We are currently aware of an issue affecting calls on the Unify platform. Engineers are currently investigating, updates to follow as soon as available.

We apologise for any inconvenience caused.

  1. david labouchardiere says:

    We can confirm service has now been restored to the platform. Please ask any affected customers to reboot their equipment if they continue to experience issues.

    We apologise for any inconvenience caused.

Incident: VoIP calls

Posted: Wednesday, July 31st, 2019 at 10:25 by david labouchardiere

We are currently aware of an issue affecting calls on the Unify platform. The issue should now be resolved so we would request affected handsets are rebooted prior to retesting.

We apologise for any inconvenience caused.

Incident – Power Loss

Posted: Sunday, July 14th, 2019 at 05:02 by John Hope

We have just experienced a loss of power to the Telford Office . Generator and UPS protection kicked in as expected however some internal systems remain offline.  This has been reported and is part of a bigger power-cut affecting multiple areas throughout the Telford postcodes.

This page will be updated as this incident progresses.

  1. John Hope says:

    As of 5:45 power has been restored.

    We are awaiting confirmation that all power services are returned by the suppliers.

  2. John Hope says:

    Our Suppliers have confirmed that this issue has now been resolved.

    We apologise for any inconvenience caused.

Incident: L2TP broadband

Posted: Tuesday, June 25th, 2019 at 14:05 by david labouchardiere

We are currently aware of an issue affecting authentication for L2TP broadband circuits. Our engineers are working on the issue and further updates should be provided in the next hour.

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 labouchardiere says:

    Our NOC engineers have resolved an issue with the radius database and we can see services are now reconnecting. Please ask any affected customers to power cycle their router if they are still offline.
    We apologise for the inconvenience this may have caused.

Incident: Telecity outage (Resolved)

Posted: Wednesday, June 12th, 2019 at 00:29 by John Hope

We experienced  an issue with connections through our Telecity Hex affecting users on TalkTalk.  This outage lasted around 2 minutes, the cause of which is under investigation. Further updates will be provided shortly

We apologise to any customers that were impacted.

  1. John Hope says:

    We have confirmed that this outage was due to 3rd parties performing planned maintenance which required the restart of NTE’s. all services should be restored

Incident: Talk Talk Circuits

Posted: Friday, May 24th, 2019 at 13:29 by Jonathan Clarke

We have been advised by Talk Talk that a number of their circuits are down in the Northern Ireland area. We are currently speaking with suppliers for further investigation. Further updates will be provided on an hourly basis.

  1. Jonathan Clarke says:

    Suppliers have declared the incident as a major service outage. Talk Talk’s incidents team are still working towards a resolution and we will update upon receipt of further updates.

  2. Jonathan Clarke says:

    Suppliers have advised an engineer was dispatched to the affected network to investigate further. The engineer who attended identified the reason for the disruption to service. BT Openreach has now marked this major service outage as an MBORC (Matters Beyond Our Reasonable Control). This is due to a third party damaging fibre cables. Replacement cabling has been ordered by Openreach, they have requested authorities for traffic management to permit them to dig.

    Further updates will be provided as they are available.

  3. John Benge says:

    Our supplier has confirmed that services were fully restored overnight. The disruption to service was caused by a 3rd party breaking BT Openreach fibre on the A6 near Antrim. The fibre was pulled and respliced. All affected services should now be restored.

Incident: Virgin Media outage

Posted: Tuesday, May 21st, 2019 at 14:11 by david labouchardiere

We are currently aware of a number of Virgin Media circuits which have lost connectivity. We have raised this with the supplier to investigate as a matter of urgency. Further updates will be provided on an hourly basis.

  1. David Brewis says:

    Following investigations we believe this incident to be resolved. If you are still experiencing a loss of service following rebooting your devices please call into the helpdesk.

    We apologise for any disruption caused by this incident.

Incident: Virgin Media circuits

Posted: Tuesday, May 21st, 2019 at 11:01 by david labouchardiere

We are currently aware of an issue affecting Virgin Media circuits causing slow speeds. This has been raised to Virgin and their engineers are currently investigating. Further updates will be provided in the next hour.

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 labouchardiere says:

    Suppliers have advised an engineer is currently being dispatched to the affected POP to investigate further. Further updates will be provided in the next hour.

  2. david labouchardiere says:

    We have noticed a number of additional Virgin Media circuits in the affected POP appear to have lost connectivity. We are requesting the supplier investigate further as a matter of urgency.

  3. David Brewis says:

    Following discussions with Virgin Media Service Management we understand the two incidents to be unrelated at this time.

    A new post will be created to provide updates for the outage and this will remain for performance related.

  4. David Brewis says:

    Virgin Media have confirmed this is part of a major service outage affecting many customers.

    An agreed action plan is underway with support from hardware vendors and engineers on site with spare hardware available should issues arise. A further update will be provided by 1700.

  5. David Brewis says:

    We now believe this incident to be restored with all alarms cleared, a 24 hour period of monitoring will follow to ensure stability.

    We apologise for any disruption caused by this.

Incident: CityFibre circuits in Aberdeen

Posted: Tuesday, May 14th, 2019 at 13:01 by david labouchardiere

We are currently aware of an outage affecting CityFibre circuits in the Aberdeen area. We are in the process of engaging engineer resources to investigate the issue. Further updates will be provided in the next hour.

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 labouchardiere says:

    Engineers confirm services have been restored.

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

    We apologise for the disruption caused by this incident.