Archive for the ‘Uncategorized’ Category

Incident: kingston.core

Posted: Friday, March 31st, 2017 at 13:05 by Richard Partridge

We are currently investigating a loss of connectivity to kingston.core. Engineers are already investigating. Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    We’ve received confirmation from the power provider in the region that there is a power problem affecting the area. Power is expected to be restored between 14:30 and 15:30.

    Further updates will follow.

  2. Neil Watson says:

    Details of the local power outage can be seen here. The reference is INCD-314299-U.

    This issue will be affecting all customers that connect via our Kingston node, including both Ethernet and Broadband services. Apologies for the disruption, we will update further as soon as more information is available.

  3. Richard Partridge says:

    Connectivity has been restored however the site should still be considered at-risk until we receive official confirmation that the power outage has been resolved.

At-Risk: Cambridge to Telehouse fibre link maintenance

Posted: Thursday, March 16th, 2017 at 14:20 by Iain Beveridge
30-Mar-2017 02:00 GMT to 30-Mar-2017 06:00 GMT
During the above window one of our fibre suppliers will be carrying out maintenance on one of our links between Cambridge and Telehouse East. Whilst the actual downtime is expected to be less, the full 4 hrs may be required to account for any unforeseen issues. This work is not expected to be service affecting, however, you may see unusual paths and increase in latency while traffic is automatically rerouted via alternate routes.

Incident: Telford Power Loss

Posted: Wednesday, March 15th, 2017 at 08:42 by Richard Partridge

We have just experienced a loss of power to the Telford Data Centre. Generator and UPS protection kicked in as expected however some internal systems remain offline. Engineers are currently investigating.

  1. Richard Partridge says:

    Mains power and the affected internal systems have now been restored. The power loss resulted from an issue with the power supplier in the local area.

  2. Richard Partridge says:

    We’ve sustained a further loss of mains power to the local area and are currently running on generator backup. Further updates will be provided as and when they become available.

  3. Richard Partridge says:

    Mains power has once again been restored. The loss of power to the local area was another supplier failure which has now been rectified.

Telephone System Issue

Posted: Tuesday, February 7th, 2017 at 11:16 by Adam Heath

We are aware of a problem with our telephone system and are currently experiencing difficulties making and receiving calls.  We are working with our provider to ensure functionality is restored at the earliest opportunity.

  1. Adam Heath says:

    Functionality to our telephone system was restored a short while ago. We are continuing to monitor from our side.

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.