Archive for January, 2014

Emergency Maintenance: EWCS Customers

Posted: Wednesday, January 29th, 2014 at 16:59 by Steve Lalonde

Thursday 30th January 2014 00:00-01:00

During the above window we will be correcting a routing issue that is causing performance degradation on some parts of our DSL platform.

A small number of EWCS end user connections (approximately 0.01% of users) may be forced to reconnect by this work

  1. Steve Lalonde says:

    This work is now complete

Planned Maintenance: Sonicwall GMS

Posted: Monday, January 27th, 2014 at 09:50 by David Derrick

Monday 3 February 2014 10:00-12:00

During the above window the management system for our Sonicwalls will be upgraded. During this time, customers will be unable to view reports and our support
staff will be unable to make changes.

The operation of the appliances themselves will be unaffected and urgent changes can still be made by the NOC team.

Since this is only a point release no loss of data is expected but full backups will be taken should we need to roll back.

  1. David Derrick says:

    This work has been completed successfully.

Power at Telford

Posted: Friday, January 24th, 2014 at 17:01 by Neil Watson

Our services from Telford are currently running successfully on generator fed power following a local power incident affecting a number of properties in our area, Stafford Park Telford, that occurred at 15:51:56hrs. Our generators started and took the load at 15:52:13hrs. Between these times our UPS devices continued to supply to our data centres as expected. We await information from the mains supplier to ascertain when mains power will be restored. Until then, we continue to monitor the situation and will provide an update when it is available. In the meantime all services continue as normal but should be considered to be at risk.

  1. Neil Watson says:

    Our power utility company has now attended site and have advised that we may be subject to an extended period without mains power. They are currently working to replace high voltage equipment to restore service. We continue to run on generator power and services continue as normal, albeit at risk. We currently have no estimated time for the power to be restored, but will update with further information as soon as we have it.

  2. Steve Lalonde says:

    We have refuelled the generator twice now, each refill gives us 8-10 hours runtime.

    We have fuel onsite to last us more than 24 hours.

    Utility company are estimating we will be back on mains power later today.

    All our services are operating normally, we will update again once we have more detailed information.

  3. Steve Lalonde says:

    The power utility now have the replacement parts on site and are starting repair work.

    We have refuelled the generator again to give us a new 8-10 hour window, this will allow the engineers to work without us needing to get in their way.

    Current estimate is 5-6 hours work to get utility power restored.

  4. Steve Lalonde says:

    The power utility company has finished replacing the faulty parts, mains power has been restored to the building.

    The generator has completed its cool down cycle and has shut down.

    We have refuelled the both generators and they are now ready to take over again if needed.

Incident: xDSL connectivity

Posted: Friday, January 17th, 2014 at 16:40 by Gurinder Bansal

We are aware of an issue currently affecting our xDSL customer base, manifesting itself as poor performance.

Our Systems team are currently investigating. Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    Throughput levels across the broadband network have now returned to normal. We are currently monitoring the situation closely whilst our investigation continues.

  2. Richard Partridge says:

    We’ve identified a residual issue affecting EWCS customers. A work around is currently being implemented.

    Further work may be required to resolve the issue. More information on this will be provided once we finalise a plan of action.

  3. Richard Partridge says:

    The work around has now been deployed and we’re seeing improvement in bandwidth utilisation for EWCS based customers.

    Further updates will follow.

  4. Steve Lalonde says:

    Subsequent engineering work has resolved the issues and the network is now performing correctly.

    An investigation is being conducted into the initial cause of the fault and an incident report will be made available next week.

  5. Richard Partridge says:

    An incident report has been made available for this issue. It can be found here.

Planned Maintenance:

Posted: Thursday, January 9th, 2014 at 12:12 by Steve Lalonde

Friday 17th January 2014 00:00 – 04:00

During the above maintenance window we will be upgrading the software on, this will require the router to be rebooted.

No customers are directly connected to this router and traffic through the router will be rerouted over alternate paths before the upgrade work begins.

The router will be offline for approximately 30 mins.


  1. Steve Lalonde says:

    This work is now complete.