Incident: VoIP calls

Posted: August 7th, 2019 at 14:13 by david labouchardiere

We are currently aware of an issue affecting calls on the Unify platform. Engineers are currently investigating, updates to follow as soon as available.

We apologise for any inconvenience caused.

  1. david labouchardiere says:

    We can confirm service has now been restored to the platform. Please ask any affected customers to reboot their equipment if they continue to experience issues.

    We apologise for any inconvenience caused.

Incident: PWAN Connectivity

Posted: August 7th, 2019 at 11:14 by Jordan Coleman

We are aware of an incident affecting some PWAN connectivity. Engineers are already engaged and are investigating.

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

  1. Jordan Coleman says:

    Connectivity has now been restored. We apologise for any inconvenience caused.

  2. David Brewis says:

    Reason For Outage: PWAN Connectivity

    Start: 7-Aug-2019 10:58
    Finish: 7-Aug-2019 11:13

    Impact: PWAN connectivity experienced a total loss of service (Primary and Backup) due to network loop affecting connectivity. Non PWAN connectivity was not affected.

    Root cause: Standard changes being implemented for a customer PWAN created unexpected impact due to pre-existing, redundant configuration on edge devices, triggering spanning tree to block connectivity to prevent a network loop.

    Additional actions:
    1. Edge devices config audit to check for, and if found remove, any redundant configuration under a maintenance window.
    2. Monitoring system event creation review to improve speed of identification of spanning tree activity.

Incident: Equinix PoP

Posted: August 6th, 2019 at 16:40 by Jordan Coleman
We are currently experiencing a loss of connectivity to our equipment in our Equinix POP. Engineers are currently investigating. Further updates will be provided as they become available.
  1. Jordan Coleman says:

    All services are now restored and we apologise for any inconvenience caused.

Emergency Maintenance: lns6.the.dsl.enta.net

Posted: August 6th, 2019 at 14:10 by Jamie Smith

Wednesday 7th August 2019 03:00 – 04:00

During the above window broadband users connected via lns6.the.dsl.enta.net will be disconnected for a reboot of the device (memory fragmentation) we have taken preventative measures to filter connections away from this device to reduce the impact upon reboot. Any users still connected at the time of reboot will disconnect briefly before reconnecting via alternative equipment.

Users on this device that reconnect before the reboot will avoid the planned works.

At Risk: Peterborough POP

Posted: July 31st, 2019 at 17:18 by Iain Beveridge

Friday 2nd August 2019, 00:01 – 01:30

After a power check within Peterborough POP, BT identified an issue with part of their power infrastructure within one of our racks. BT will undertake emergency work in the above window to swap out a faulty UPS.

No downtime is expected however all directly connected services should be considered at risk.

Incident: slough.core

Posted: July 31st, 2019 at 10:49 by Jamie Smith

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

  1. Jamie Smith says:

    Initial indications believe this to be a power related issue within the PoP, we have raised this with the supplier and currently awaiting a response.

    Further updates to be provided as and when they are available

Incident: VoIP calls

Posted: July 31st, 2019 at 10:25 by david labouchardiere

We are currently aware of an issue affecting calls on the Unify platform. The issue should now be resolved so we would request affected handsets are rebooted prior to retesting.

We apologise for any inconvenience caused.

Planned Maintenance: Man-te.core.enta.net

Posted: July 30th, 2019 at 17:54 by Gurinder Bansal

Tuesday 6th August 2019 00:01 – 06:00

During the above window we will be replacing man-te.core.enta.net with a higher capacity router.

We expect all services to have a maximum downtime of 2 hours. Services include Leased lines and Pseudowires terminating at this location. Whilst actual downtime is expected to be no more than 2 hours, the full 6 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. Gurinder Bansal says:

    This work is now commencing.

  2. Gurinder Bansal says:

    This work is now complete.

Incident: wolv6.core

Posted: July 25th, 2019 at 12:15 by Richard Partridge

We have experienced a brief loss of connectivity to wolv6.core. Engineers are currently investigating and further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    This incident is still under investigation. Further information will be provided as and when it becomes available.

  2. This outage has been attributed to our third party supplier, we are still awaiting an update as to what caused the drop. We will try and provide further information by 16:30 today.

  3. We have experienced another brief loss of connectivity to wolv6.core. This will be investigated as part of the previous outage and updates provided as soon as we have information back from the third party supplier.

  4. Our supplier has identified a fibre disturbance on their network between Bristol & London. The signal degrade has cleared at this time & a full investigation is under way. We are awaiting further details to form a more detailed RFO.

  5. Upon escalation of this issue with our supplier we have not received a detailed explanation for this outage and therefore a sufficient RFO can not currently published. We have asked for further investigation and hope to receive a more detailed explanation in the coming days.

  6. Our provider has come back to say this blip was due to a 3rd party contractor working on some fibre in the same pit as ours and inadvertently knocked / bent the bundle were on causing signal loss momentarily. They sent out an engineer to make sure the fibre wasn’t damaged and have confirmed it wasn’t.

Planned Maintenance: Vodafone

Posted: July 18th, 2019 at 18:02 by David Brewis

Thursday 8th August 2019 00:01 – 02:00

During the above window Vodafone will be completing a planned maintenance to upgrade firmware on a single handover point. It is expected for all affected connections to experience 1 hour downtime, however the full duration of the window may be required to account for any unforeseen issues.