Archive for the ‘Uncategorized’ Category

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.

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 (proxy.entacall.com) 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.

  1. David Derrick says:

    The new proxy is now in place and calls appear to be working. We will actively monitor for the next 1/2 hour. Please report any problems to our support desk in the normal manner.

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.

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.