Posts Tagged ‘Incidents’

Incident : VoIP calls

Posted: Friday, August 16th, 2019 at 12:19 by david labouchardiere

We are aware of an outage affecting calls on the VoIP platform at approximately 11:00 today. Service is now restored and our engineers are investigating the underlying cause.

Please ask any affected customers to reboot their equipment if they continue to experience issues.

We apologise for any inconvenience caused.

Incident: Colt circuits

Posted: Sunday, April 21st, 2019 at 05:42 by William George

We are aware of an issue affecting connectivity on some Colt Circuits. This has been raised to Colt and their engineers are currently investigating, updates to follow when available.

  1. John Benge says:

    Colt engineers have isolated the issue to circuits supplied through Telecity/Equinix and are currently continuing their investigations.

    Further updates will be provided as soon they are available.

  2. John Benge says:

    Colt engineers have located and rectified a cabling issue affecting circuits supplied through Telecity/Equinix. Services have been restored and will continue to be monitored for the next 24hrs.

Incident: Coventry & Gloucester PoPs

Posted: Sunday, March 31st, 2019 at 13:09 by Gurinder Bansal

We are currently aware of an issue affecting our Coventry & Gloucester PoPs. Engineers are currently investigating, updates to follow as soon as available.

  1. Gurinder Bansal says:

    This incident was resolved on 31/3/19 at 4.30pm. We have continued to monitor with no further issues. We are working with suppliers to prevent further occurrences.

Incident: Wolverhampton PoPs

Posted: Friday, March 29th, 2019 at 10:19 by Jordan Coleman

We are currently aware of an issue affecting our Wolverhampton PoPs. Engineers are currently investigating, updates to follow as soon as available.

  1. Jordan Coleman says:

    Investigations have highlighted that there is a confirmed issue on the local power grid. This is affecting several post codes, which also cover the locations of the affected PoPs.

    Further updates will be provided when available.

  2. Jamie Smith says:

    Western power have confirmed the believe the Issue on the power grid to now be resolved.

    We apologise for any inconvenience this may have caused

Incident: Vodafone Circuits

Posted: Thursday, September 13th, 2018 at 14:37 by Jamie Smith

We are currently seeing a number of Vodafone circuits a down. Initial diagnostics indicate the circuits are related to a single Vodafone handoff. Engineers are investigating and engaging with our supplier. Further updates will be provided when available.

  1. Jamie Smith says:

    Services have now been restored to the affected handoff. We are continuing to liaise with Vodafone to determine the cause of this outage

  2. David Brewis says:

    In speaking with Vodafone service teams, we have received confirmation emergency proactive work was conducted to replace a faulty 10G line card to ensure the node was stabilised.

    We do not expect to see further disruption following this work.

Incident: Bristol

Posted: Thursday, July 12th, 2018 at 21:53 by Mark Yardley

We have just experienced a brief disruption to service at our Bristol PoP. All services should now be restored and engineers are continuing to investigate the underlying cause. We apologise for any inconvenience caused.

Incident: Nottingham

Posted: Friday, July 6th, 2018 at 11:18 by Mark Yardley

We have experienced a brief loss of connectivity to our Nottingham PoP. Most services have now been restored. Initial investigation suggests a loss of power. Engineers are currently investigating and liaising with our suppliers.

Incident: Columbo

Posted: Friday, July 6th, 2018 at 08:37 by Mark Yardley

We are currently experiencing a loss of connectivity to our Columbo PoP. Engineers are investigating and updates will be provided when available.

  1. Mark Yardley says:

    Connectivity has now been restored and initial investigation suggests this was caused by a loss of power in this location. Engineers are continuing to investigate and liaise with our suppliers. We apologise for any inconvenience caused.

Incident: Columbo BT Openreach Circuits

Posted: Thursday, July 5th, 2018 at 09:28 by Mark Yardley

We are aware of a brief interruption to service for multiple BT Openreach circuits delivered to our Columbo PoP. Initial investigation suggests this was due to a loss of power to one of our cabinets. Service has been restored and engineers are investigating the loss of service with our supplier. We apologise for any inconvenience caused.

Incident: BT Wholesale Circuits

Posted: Monday, June 25th, 2018 at 11:03 by Mark Yardley

We are aware of an issue affecting a number of BT Wholesale leased line circuits. The issue has been raised with our suppliers for investigation. At the time of posting we are starting to see services restoring, however services should still be considered at risk. More information will be provided when available.

  1. David Brewis says:

    BT have identified an issue in the London Stepney Green exchange with a task raised for an engineer to attend and resolve today. We expect the next update at 17:00.

  2. Scott Morgan says:

    Our suppliers have attended site to investigate the issue.

    The engineer has conducted some preventative maintenance on the equipment and users may have seen another brief interruption to service during this work. However, we have not as yet been provided with a root cause for the previous disruption. We are continuing to escalate this with our supplier for investigation and RFO.

  3. Mark Yardley says:

    As part of ongoing investigation into this issue we are dispatching an engineer to perform pre-emptive maintenance on our equipment and to co-op with a BT Wholesale engineer. This work is scheduled for between 15:00 and 16:00 today. During the window services delivered via this supplier hand-off will experience a planned disruption to connectivity. We anticipate this should be no more than 10 minutes.

  4. Mark Yardley says:

    This work was completed successfully by our engineer in the previously mentioned window. However we are still experiencing intermittent problems with the hand-off. This issue is being escalated again with our supplier for further investigation. Updates to be provided when available.

  5. Gurinder Bansal says:

    Our suppliers have attended site and fixed a fibre break. Connectivity has been restored however services should still be considered at risk. We will continue to monitoring overnight and an update will be provided when available.

  6. Mark Yardley says:

    We have seen a recurrence of this issue again this morning. We are escalating the case further with our supplier. Updates will be provided once available.

  7. David Brewis says:

    With the recurrence of disruption to service, despite locating a suppliers faulty fibre last night, investigations continue to identify the cause. This has been further escalated in BT and we are currently still waiting on an update which will be provided as soon as it comes available.

  8. David Brewis says:

    Following hardware replacements and no further disruption experienced overnight we will continue to monitor service throughout today.

    Should a repeat of disruptions continue, further work involving BT and their vendors will be carried out moving service to new a configuration.

  9. David Brewis says:

    We continue to monitor the status of connections and observe no further drops at the exchange since 16:44 on 27th June 2018.

    Entanet will continue to monitor for an extended period whilst working with the supplier to ensure service returns to normal operation.

  10. Jamie Smith says:

    We have seen a recurrence of this again this morning. This will be re-escalated with out supplier Updates to follow once available

  11. Scott Morgan says:

    Our suppliers have advised that an engineer is currently onsite as part of this major service incident. Spare parts should be with the engineer shortly so that hardware changes can be made to help rectify the issue.

    We will update further once we have received confirmation that this work has been carried out.

  12. Scott Morgan says:

    We have received confirmation from our suppliers that a suspected faulty line card has now been replaced.

    We apologise for any inconvenience caused by this incident and we will continue to monitor.

    Please consider this as still at risk, until further monitoring allows us absolute confirmation that this is now stable.