Archive for the ‘Uncategorized’ Category

Incident: Virgin Media Based Circuits

Posted: Tuesday, March 31st, 2015 at 20:26 by Phil Davies

We are currently investigating an issue affecting some customers with Virgin Media provided circuits.
A fault is been raised with the supplier and we will work with them closely, until resolution. Further updates will be provided, as and when they become available.

  1. Phil Davies says:

    Our supplier has confirmed there are multiple Fibre breaks in the Gloucester area which will be affecting many of our Virgin Media provided circuits. Engineers are currently on site working on the repair, it is a major incident and we have been advised that work will continue through the night with no current estimated time of repair.

  2. Phil Davies says:

    Our Supplier has informed us that work continued through the night with most circuits having a restored service at 22:30 due to re-routing within their network however the physical work to is due to complete around 10.30 today so further downtime may occur.

Incident: Telehouse Pwan Switch Blade Failure

Posted: Monday, February 2nd, 2015 at 04:10 by Ming-Yu Hsieh

We are currently investigating what appears to be a blade failure within our telehouse pwan switch router.

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

  1. Ming-Yu Hsieh says:

    Entanet engineers have been dispatched to telehouse with replacement hardware. We will update again once our engineers have arrived..

  2. Wayne Hawtin says:

    The latest update is that engineers are still en-route with an ETA of 09:30 due to traffic. Further updates will be provided when they become available.

  3. Wayne Hawtin says:

    We have had confirmation that the engineers have now arrived onsite. Further updates will follow as they become available.

  4. Steve Lalonde says:

    The faulty line card has been replaced, all services are restored.

    Please contact support if your service is still affected.

  5. Wayne Hawtin says:

    An incident report is now available and can be found here.

Planned work: Interxion DSL power feeds

Posted: Friday, August 22nd, 2014 at 14:49 by David Derrick

Thu 4 Sep 22:00 to Fri 5 Sep 02:00 BST

During the above maintenance window we will be moving all single fed DSL equipment in Interxion onto a new dual fed power supply. This will involve power cycling a number of LNS and LTS routers which will disconnect any users connected at the time. Sessions will only reconnect to a device which is already on dual power so users should not experience multiple drops.

Users experiencing connectivity issues after the maintenance window has closed are advised to reboot their routers before contacting the support desk.

  1. Steve Lalonde says:

    This work is now complete.

Planned Maintenance: Server Relocation

Posted: Wednesday, July 23rd, 2014 at 12:28 by Ming-Yu Hsieh

00:01 – 06:00 Tuesday 29th July 2014

During the above window we will be continuing to relocate internal servers within our Telford datacentres.

We expect downtime of approximately 30 mins during this window.

We apologise for any inconvenience this may cause.

  1. Ming-Yu Hsieh says:

    This work is now complete.

21C Connectivity Issue

Posted: Monday, June 16th, 2014 at 11:40 by Neil Watson

We are aware of an issue affecting 21CN connectivity in the Norfolk, Suffolk and Essex areas. Affected services appear to be both 21C Broadband and Ethernet services, including EFM type circuits.

For DSL services, the typical symptoms appear to be prolonged periods without sync with brief periods of connectivity in between.

Exchanges where we have received outage confirmation from BT are:

St Osyth
Little Clacton
Earls Colne
Great Wenham
Bury St Edmunds
Great Horkesley

Ethernet based services are intermittently losing connection.

BT are aware of the issue and we’re working with them to ensure the soonest possible resolution.

  1. Ryan Berrisford says:

    Full service has been restored to the affected customers and we are seeing stability since approximately 11:25.

    BT have confirmed that the incident was caused by a configuration issue which has now been rectified.


Posted: Sunday, May 11th, 2014 at 00:24 by Ming-Yu Hsieh

We are currently aware of an issue affecting connectivity to our telford-dc1.core router. Engineers are working on the issue and further updates will follow.

Anything directly connected to the telford-dc1.core will be affected.

  1. Ming-Yu Hsieh says:

    We are currently replacing faulty line card.

  2. Ming-Yu Hsieh says:

    All service has been restored.

Customer DDOS attack

Posted: Monday, February 17th, 2014 at 13:04 by Neil Watson

We are aware that an individual customer has been the victim of a large DDOS attack which has had some impact on our network. During the attack performance for some customers may have been degraded. We were able to identify the affected customer and took corrective action to remove the traffic from our network. Levels have now returned to normal and we will continue to monitor for further attacks.

Incident: xDSL connectivity

Posted: Friday, January 17th, 2014 at 16:40 by Richard Partridge

We are aware of an issue currently affecting our xDSL customer base, manifesting itself as poor performance.

Our Systems team are currently investigating. Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    Throughput levels across the broadband network have now returned to normal. We are currently monitoring the situation closely whilst our investigation continues.

  2. Richard Partridge says:

    We’ve identified a residual issue affecting EWCS customers. A work around is currently being implemented.

    Further work may be required to resolve the issue. More information on this will be provided once we finalise a plan of action.

  3. Richard Partridge says:

    The work around has now been deployed and we’re seeing improvement in bandwidth utilisation for EWCS based customers.

    Further updates will follow.

  4. Steve Lalonde says:

    Subsequent engineering work has resolved the issues and the network is now performing correctly.

    An investigation is being conducted into the initial cause of the fault and an incident report will be made available next week.

  5. Richard Partridge says:

    An incident report has been made available for this issue. It can be found here.

Planned Maintenance: Goswell Road

Posted: Wednesday, November 13th, 2013 at 16:01 by Ming-Yu Hsieh

0:01 – 06:00  Wednesday 27nd November  2013

During the above window, we will be moving customer’s interconnects to our new rack.

All customers will experience a short outage of approximately 10 mins while each interconnect is being moved.

  1. Ming-Yu Hsieh says:

    This maintenance work is now complete.

Incident: nottingham.core

Posted: Monday, October 28th, 2013 at 14:45 by Richard Partridge

In the past few minutes we’ve detected a brief loss of connectivity to our nottingham.core router. Engineers are currently investigating.

Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    Indications point towards power disruption into the Nottingham POP. We’re raising this with our colocation supplier.

    Further updates will follow.

  2. Richard Partridge says:

    Following a period of monitoring, service has remained stable. Our colocation supplier has advised that they’ve suffered no large scale power issues at the Nottingham site. As a result of this we’ve requested that they investigate the specific power infrastructure serving our equipment.

    We will update again once we have the results of this investigation.