Archive for the ‘Uncategorized’ Category

Incident: Vodafone Circuits

Posted: Friday, January 13th, 2017 at 18:51 by Richard Partridge

We are currently aware of and investigating an issue causing a loss of connectivity for a small number of Vodafone based connections. Engineers are working on the problem and further updates will be provided as and when they become available.

  1. Richard Partridge says:

    Initial investigations suggest this incident may reside within the Vodafone network, so we have raised this issue to them for investigation. The circuits themselves appear to have returned to service, however as no cause has been identified at this time, the affected circuits should be considered at risk for the time being.

  2. Richard Partridge says:

    Vodafone have confirmed that the incident related to failed hardware within their network. A solution has been put in place and normal service should now be considered restored.

    We apologise for any inconvenience caused by this incident.

At-Risk: Telehouse East

Posted: Tuesday, November 1st, 2016 at 08:18 by Iain Beveridge

Tuesday 8th November 23:00 – Wednesday 09th November 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.

Planned Maintenance:

Posted: Thursday, September 15th, 2016 at 15:35 by Iain Beveridge

Friday 30th September 2016 0:01 – 06:00


During the above window we will be adding additional capacity to the router as well as rebooting it for a software upgrade.

There will be outages (up to approx 1 hour ) for users connected to the affected router during this work.

Affected services are:

All customer interconnects ( Transit / EWCS / Wholesale handoff / Pseudowire / Colo ), some leased  line customers connected in our Telford data centre.

Traffic that would normally be routed through this equipment will be routed via alternate paths

  1. Jake Turner says:

    This work is now complete.

VoIP Enrich Issue

Posted: Thursday, July 21st, 2016 at 10:00 by Adam Heath

We are currently aware of an issue affecting a portion of our Enrich users.  Initial reports highlight a problem with both inbound and outbound calls.  We suspect this is being caused by a 3rd party outage elsewhere, however are currently investigating further.  We will provide further information as it becomes available.

  1. Adam Heath says:

    The issue appears to be resolved following engineers restarting a process on one of our media servers. Initial suspicions of an outage elsewhere being the cause were incorrect, but considered due to timing of the events correlating.

Broadband Problems

Posted: Wednesday, July 20th, 2016 at 09:04 by Adam Heath

We are currently aware of problems affecting the broadband platform with reports of numerous services being offline. Sources suggest this may be an issue on the BT network rather than our own, but we are continuing to investigate and gather information. Unfortunately, and are also currently offline, meaning we have limited resources available to investigate at present.

We will update when further information becomes available.

  1. Adam Heath says:

    The problem has been confirmed on BT’s side and they are currently investigating. We haven’t been provided anything relating to the cause as of yet, but we will update upon receipt of this information.

    Unfortunately the BT systems remain down preventing us from looking into individual line issues.

  2. Adam Heath says:

    BT released information a short while ago advising that the problems are ‘due to power issues at one of our internet peering partners’ sites in London’. Work continues to be undertaken on BT’s side to restore service and we will update in due course.

  3. Adam Heath says:

    BT have advised that they are restoring services now. We also currently have access to some of the BT systems which were earlier unavailable. We are treating these as still at risk however until confirmation of restoration comes from BT.

  4. Adam Heath says:

    We have received confirmation from BT regarding the restoration of their systems which we access. Reports of users having no connectivity have also ceased coming into our desk, in relation to the earlier outage.

    We will be following up with BT to obtain any further formal information they release.

Telephone System

Posted: Tuesday, June 21st, 2016 at 14:57 by Ryan Berrisford

We are aware of an issue which is affecting our in-office telephone system. Inbound calls into the office are still working but some functionality of the telephone system has been lost. We are already engaged with our suppliers and further updates will follow.

  1. jonathan clarke says:

    Suppliers have advised that this issue is now a major service outage and are still working to resolve the fault as soon as possible. We will advise an update as soon as a further update is available.

  2. jonathan clarke says:

    Suppliers have advised that the issue remains at present and further monitoring and testing is taking place. Suppliers advise they will be in touch again when a further update is available.

  3. Ryan Berrisford says:

    Our suppliers have confirmed that after changes made by their Operations Team, normal service has been resumed. Furthermore our suppliers have confirmed they are carrying out investigations into the root cause of the incident.

    We apologise for any inconvenience caused to our customer base during the incident, and will post more information as it becomes available.

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.