Archive for the ‘Uncategorized’ Category

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.

Planned maintenance : Vodafone leased lines

Posted: Friday, April 26th, 2019 at 11:36 by david labouchardiere
Friday 3rd May 2019 00:01 – 02:00
During the above window our supplier Vodafone will be undertaking some planned maintenance.
We expect all affected services to have a maximum downtime of 1 hour. Whilst actual downtime is expected to be no more than 1 hour, the full 2 hours may be required to account for any unforeseen issues.
We will be in direct contact with those customers whose services will be affected.

Incident: Colt Circuits

Posted: Thursday, April 18th, 2019 at 03:29 by William George

We are currently aware of an issue with Colt circuits affecting connectivity.  This has been raised to Colt and their engineers are currently investigating, updates to follow as soon as available.

  1. Richard Partridge says:

    Colt engineering resource attended site this morning and subsequently rectified a fibre fault. Affected services have remained stable since. We have monitored throughout the day and are confident we can close the case.

Planned work in Milton Keynes.

Posted: Wednesday, April 17th, 2019 at 00:49 by John Hope

During the above window we will be replacing damaged 288F cable .

We expect all services currently terminated in this location to have a  downtime of up to 10  hours. Services include a number of Primary and Secondary FTTH nodes

Whilst actual downtime is not expected to be the full 10 hours, this may be  required to account for any unforeseen issues.

  1. Alistair Patterson says:

    This work was completed last night as planned.

Inbound Calls

Posted: Friday, April 12th, 2019 at 10:08 by Adam Heath

We are currently experiencing an issue with inbound calls across the business.  This is due to an incident with our phone system provider.  They are aware of the issue and are working towards a resolution as a matter of urgency.  We’ll update as soon as further information becomes available.  Thank you for your patience.

  1. Adam Heath says:

    The latest from our provider is that they have declared the incident as a major outage affecting both inbound and outbound services. They are still working towards a resolution and we will update upon receipt of further information.

  2. Adam Heath says:

    Our provider has advised us that they now believe the issue to be fully resolved after diagnosing and restoring service to a particular component. They do not expect any further issues with call delivery or platform stability.

    We apologise for any inconvenience this has caused.

Incident: Virgin Media Circuits

Posted: Friday, April 5th, 2019 at 11:36 by Jonathan Clarke

We are currently seeing a number of Virgin Media circuits are down. We are currently speaking with suppliers for further investigation. Further updates will be provided on an hourly basis.

  1. jonathan clarke says:

    Virgin Media has confirmed that a Core failure in London is currently being experienced. Engineers are investigating and attempting to localise the issue. We will update you further when we receive any further updates

  2. jonathan clarke says:

    Suppliers have advised that as of 12:54 alarms have been cleared, the root cause still being investigated by engineers. Although services appear to be connecting now, we would still consider these circuits at risk until advised by Virgin Media.

  3. Jonathan Clarke says:

    Suppliers have advised that the issue had been part of a link on their network causing the drop in connectivity. This link has been swapped and suppliers have marked the incident as resolved.

    We apologise for the inconvenience caused by this issue.

Outbound Calls via our VoIP platform

Posted: Monday, January 14th, 2019 at 16:11 by Neil Watson

We are currently aware of an intermittent issue with our VoIP platform affecting outbound calls, with some customers unable to establish external calls.  We are investigating the issue now and will provide updates via this site.  We apologise for the disruption to this service.

  1. Neil Watson says:

    Our engineers have located the issue with the service and have taken corrective actions to restore outbound calls for all customers. We will continue to monitor the situation over the next 24 hours.

Vodafone Based Circuits

Posted: Saturday, August 4th, 2018 at 21:58 by Ryan Berrisford

We are aware of an issue causing a number of Vodafone based circuits to be unreachable. Investigations are already underway with the carrier and further updates will follow as and when we have them.

  1. Ryan Berrisford says:

    This incident is the result of essential maintenance within the Vodafone core network to replace a fragile cable joint. The maintenance window is due to finish at 08:00 05/08/18 and although efforts have been made to bring this forward, it cannot be guaranteed.

    We apologise for any inconvenience caused and we’ll work with Vodafone to improve the notification process in the future, ensuring all customers are notified in a timely manner.

  2. Ryan Berrisford says:

    Service has now been restored to the affected services, although they should be considered at risk until the maintenance window has been confirmed as closed.

  3. Ryan Berrisford says:

    The maintenance window has now passed and services should no longer be considered at risk.

    We apologise for any inconvenience caused.

Planned Maintenance: Telford DC1 BT circuit moves

Posted: Friday, March 9th, 2018 at 14:40 by Iain Beveridge

Thursday 15th March 00:00 – 02:00

During the above window we will be moving all 1Gbps BT EAD circuits that are directly connected into our Telford DC2 core into Telford DC3 core. Our support team are in the process of contacting any customers that will be moved. Circuits will be switched over one by one and although there is a 2 hour window, downtime for each circuit is anticipated to be less than 5 minutes.

  1. Jamie Smith says:

    This work has now been completed.

Planned Maintenance: Telford DC3

Posted: Monday, March 5th, 2018 at 09:47 by Iain Beveridge

Wednesday 7th March 2018 22:00 – Wednesday 7th March 2018 23:00 

During the above window we will be performing necessary cable maintenance in the data centre.

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