Incident: DSL authentication

Posted: February 7th, 2020 at 11:23 by david labouchardiere

We are currently investigating a problem with authentication on DSL sessions. The issue will be preventing any new sessions from establishing but any circuits that are currently connected will remain online unless they are disconnected or rebooted.

We will provide further updates as soon as they are available

  1. david labouchardiere says:

    We have had confirmation that this issue is now resolved. Please ask any affected customers to reboot their router and contact the service desk should they have any further problems.

    We apologise for any inconvenience caused by this incident.

Emergency Maintenance: GLO4-rtr-1.core

Posted: January 29th, 2020 at 18:17 by Adam Heath

Thursday 30th January 2020, 03:00 – 04:00

During the above window we will be performing emergency maintenance on the above device under recommendation of our vendor after errors are being seen.  All circuits connected to this device will experience a service disruption whilst a reload of a card takes place.  We are not expecting the disruption to service to last any more than 10-15 minutes, however, the window is required so that any necessary pre and post change checks can be performed.

We will update upon completion.

  1. Aiden Spencer says:

    This has now been completed

Incident: Kirklees

Posted: January 28th, 2020 at 11:00 by Daniel Jones

We are currently aware of an issue affecting circuits within the Kirklees area. There are ongoing investigations in relation to this issue and we will keep you informed of progress.

  1. Daniel Jones says:

    Services have now been restored. We are still investigating the root cause.

Incident: VoIP calls

Posted: January 23rd, 2020 at 11:43 by david labouchardiere

We have been made aware that one of our VoIP upstream carriers has seen a drop in call volumes and has raised an incident to investigate further. This will affect calls on hosted and sip only accounts. We will provide further updates once they become available

  1. david labouchardiere says:

    Our upstream carrier has implemented a fix in relation to this incident and are monitoring to confirm if the issue is resolved.

Planned Maintenance: pwanstack.wolv6.edge

Posted: January 15th, 2020 at 14:16 by Jamie Smith
Thursday 30th January 2020 00:00 – 03:00 

During the above window we will be carrying out service affecting maintenance on our PWAN edge device located in our Wolverhampton Data Center.

We expect all services terminated on this device to have a maximum downtime of 3 hours. Services include PWAN firewalls, PWAN co-location and psuedowires terminated into customer PWAN solutions.

  1. Jamie Smith says:

    This work is now starting

  2. Jamie Smith says:

    Work has now been completed.

Incident: Edinburgh

Posted: January 14th, 2020 at 09:45 by David Brewis
We are currently aware of an issue affecting circuits within the Edinburgh area. There are ongoing investigations in relation to this issue and we will keep you informed of progress.
  1. David Brewis says:

    Investigations highlight this only impacted leased line services in Edinburgh. We are starting to see services restore as we continue investigations to find the root cause.

  2. David Brewis says:

    After a state of monitoring all services restored and remained stable by 10:15. We apologise for any inconvenience this caused.

Incident: camb.core

Posted: January 9th, 2020 at 10:20 by Jordan Coleman

We have experienced a brief loss of connectivity to our equipment at our Cambridge PoP. Engineers are currently investigating, updates to follow as soon as available.

Incident: Mirada Portal

Posted: December 27th, 2019 at 11:20 by David Brewis

Engineers are investigating an issue which is currently rendering the Mirada portal unavailable. Further updates will be provided as and when they become available.

pwanstack.wolv6.core

Posted: December 17th, 2019 at 11:13 by Iain Beveridge

We are currently experiencing intermittent loss of connectivity to the above device, some PWAN customers with equipment located within our suite in VeloxServ may have experienced a short outage. Remote hands at the DC are currently investigating and we will aim to provide an update shortly.

  1. From the first drop at around 10:40 we have seen 2 subsequent drops. Upon initial investigation it does not appear to be an issue with the physical cabling causing a link loss. We are therefore going to perform an emergency reload of the switch stack to try and rectify the issue.

  2. The switch stack has now reloaded and connectivity should start to be restored. Engineers are monitoring closely and continuing to investigate a possible cause for the initial losses of connectivity.

  3. Connectivity has been lost again after the emergency reload. Work is continuing to try and bring back stability to the switch stack. We will provide further updates as they become available.

  4. Work is continuing, however the longest period of stability since the initial outage this morning has just been observed. Our engineers may have found the possible cause however we will continue to provide updates until we are certain the issue has been fully resolved.

  5. We now believe this incident to be resolved. Investigations are still ongoing as to the root cause, which may result in additional works being required. These works (if required) will be scheduled and conducted as per normal change process.

  6. Jamie Smith says:

    Between the hours of 17:00 – 18:00 we will be carrying out emergency works to restore resiliency to this device by re-introducing the uplinks back into an ether-channel. This work is non service affecting however all PWAN services and PWAN colocation in this location should be considered at risk for the duration of this window.

  7. Jamie Smith says:

    This work is now commencing

  8. Jamie Smith says:

    This work has now been completed.

Incident: PWAN DSL Connectivity

Posted: November 18th, 2019 at 23:34 by Jordan Coleman

We are aware of an incident affecting some PWAN ADSL/VDSL services. Engineers are already engaged and are investigating.

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

  1. Jordan Coleman says:

    We now believe this issue to be resolved. Any remaining customers that are affected are advised to reboot their router before calling into the Service Desk.