Planned Maintenance: sheffield.core

Posted: February 5th, 2019 at 14:42 by Jamie Smith

Tuesday 19th February 2019 00:00 – 02:00

During the above window we will be performing a service effecting software update to this device.

We expect all services currently terminated in this location to have a maximum downtime of 15 minutes. Services Include Leased lines, Transit, and Pseudowires. Whilst actual downtime is expected to be no more than 15 minutes, the full 2 hours may be required to account for any unforeseen issues.

All other traffic that would normally route through this location will take alternative paths.

 

  1. Jamie Smith says:

    This work is now commencing.

  2. Jamie Smith says:

    This work is now complete.

Incident: camb.core

Posted: February 1st, 2019 at 14:19 by Jamie Smith

We are currently experiencing a loss of connectivity to our equipment in our Cambridge POP. Engineers are already investigating. Further updates will be provided as and when they become available.

Incident: Virgin Media circuits

Posted: January 30th, 2019 at 04:38 by Robin Posadas

Our monitoring has alerted our service teams to a number of Virgin circuits that are currently out of service. Our initial diagnostics indicate that the circuits are related to a hub between Virgin and us. Both we and the supplier are currently investigating to provide a solution as soon as possible. Further updates will be provided via this site.

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. Robin Posadas says:

    Our supplier Virgin has confirmed that services should now be restored.

    We will provide the details of the cause and resolution of the outage once this information is available.

    We apologise for the disruption caused by this incident.

  2. Ryan Berrisford says:

    We have received confirmation from Virgin Media that the incident was caused by a planned network change which inadvertently affected a core link between Entanet International and Virgin Media.

    The incident has been raised into the Service Management team within Virgin Media, who have advised that an audit is taking place to stop this happening in the future.

    We apologise for any inconvenience caused and we’ll follow this through to resolution.

Incident: PWAN DSL

Posted: January 29th, 2019 at 12:57 by Scott Morgan

We are currently aware of a brief drop in connectivity for PWAN DSL tails. Circuits do appear to be re-establishing and we would advise rebooting any circuits that have not automatically reconnected.

Our engineers are investigating the cause of this and will provide updates in due course.

  1. Scott Morgan says:

    Engineers are continuing to investigate the root cause of the brief drop observed earlier today.
    Further updates are expected by approximately 18:00

  2. Scott Morgan says:

    Our engineers have located the underlying issue which caused this brief drop in connectivity and have taken corrective actions to avoid repeat instances.

Outbound Calls via our VoIP platform

Posted: 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.

Planned Maintenance: Telford

Posted: January 11th, 2019 at 14:13 by Gurinder Bansal

Friday 18th January 2019 00:01 – 03:00

During the above window we will be decommissioning telford-dc2.core.enta.net.

All services currently terminated in this location will be migrated on to telford-dc3-2.core. This includes PWANs, colocation and pseudowires. During the maintenance, customers will experience a loss of connectivity within their service (PWANs, colocation or pseudowire). If you are one of those customers, you will be notified directly by our Technical Service Desk by the end of Monday 14th January.

Once we have confirmed the maintenance is complete, any customers still experiencing issues should reboot their equipment before contacting the Technical Service Desk.

All other traffic that would normally route through this location will take alternative paths.

  1. Gurinder Bansal says:

    This work is now commencing.

  2. Gurinder Bansal says:

    This work is now complete.

Incident: Vodafone Circuits

Posted: January 6th, 2019 at 11:50 by Matthew Davies

Our monitoring has alerted our service teams to a number of Vodafone circuits that are currently out of service. Our initial diagnostics indicate that the circuits are related to a hub between Vodafone and us. Both we and the supplier are currently investigating to provide a solution as soon as possible. Further updates will be provided via this site.

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. Matthew Davies says:

    The fault has been confirmed to a Vodafone hub. Engineers are being dispatched by the supplier to investigate the issue further. We’re expecting they will arrive on site soon, when further investigation will continue.

    A further update will be posted on this post as we receive further information.

  2. Matthew Davies says:

    Engineers are on site investigating the issue and work continues on site and fibre connections are being testing.

    We’re expecting a further update in the next hour and will update here with any further information in the meantime.

  3. Matthew Davies says:

    We believe this issue has now been resolved, engineers have confirmed they are seeing the hub back up and we can now see connections coming back online.

    Please reboot equipment on site before progressing any related issues further.

    Information regarding the fix will be posted here at a later date.

Planned Maintenance: Telford

Posted: January 4th, 2019 at 11:53 by Jamie Smith

Thursday 10th January 2019 08:00 – 16:00

During the above window we will be carrying out essential maintenance within the rack that terminates a small number of Virgin Media leased line circuits at our Telford data-centre. This is a service impacting maintenance and outages will be observed.

Any customers impacted by this change will be notified Individually.

Incident: Virgin Media circuits

Posted: December 11th, 2018 at 13:15 by David Brewis

Our monitoring has alerted our service teams to a number of Virgin Media circuits that are currently out of service. Our initial diagnostics indicate that the circuits are related to a handover between Virgin Media and us, engineers are investigating and are engaged with the supplier. Further updates will be provided via this site.

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 Brewis says:

    We believe the incident to be resolved, during investigation engineers traced the issue to a faulty fibre patch.

    Engineers have replaced the link which has restored service and our engineers will continue to monitor.

    We apologise for the disruption caused by this incident.

VoIP Incident

Posted: December 10th, 2018 at 12:48 by David Brewis

We are currently aware of an issue affecting some users on our legacy VOIP platform. Engineers are currently investigating and a further update will be provided by 13:50.

  1. David Brewis says:

    We believe the incident to be resolved, during investigation engineers traced to a dns issue hosted on our legacy hosting platform. Our engineers restarted the service which has restored service and our engineers will continue to monitor.

    We apologise for the disruption caused by this incident.