Posts Tagged ‘Incidents’

Incident: Vodafone leased lines

Posted: Friday, July 24th, 2020 at 16:19 by david labouchardiere

We are currently seeing a number of Vodafone leased line circuits as 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. Jonathan Clarke says:

    Suppliers have advised that diagnostics show their management kit unreachable due to which services are impacted. Vodafone have proactively escalated to Level 1 to expedite the fault and restoration of the services.

    Further updates will be provided when available.

  2. Jonathan Clarke says:

    Suppliers have advised that a field engineer has been dispatched to investigate, the ETA for the engineer is 18:30.

    Further updates will be provided when available.

  3. Jonathan Clarke says:

    Suppliers have advised that the field engineer recently dispatched to investigate has been delayed and therefore, the ETA is now 19:30

    We apologise for the delay and we will give further updates when provided.

  4. Jonathan Clarke says:

    Suppliers have advised that the field engineer has arrived on site to complete investigations.

    Further updates will be provided when available.

  5. Jonathan Clarke says:

    Suppliers advise investigations are still ongoing and we are awaiting further updates.

    Thank you for you patience.

  6. Jonathan Clarke says:

    Suppliers advise that the field engineer has been investigating with a 2nd Line Engineer. We have been advised that their equipment is unable to pass traffic and they suspect a line card issue. Suppliers transmission team has been engaged and a resolution is being attempted.

  7. Jonathan Clarke says:

    Suppliers advise that the transmission team has ordered a spare line card for replacement. ETA for the spare card to arrive at the site is 60 minutes. We are proactively monitoring for further updates. When a further update is obtained, we will update you again.

    We appreciate your patience regarding the incident.

  8. Jonathan Clarke says:

    Engineers are continuing to work on this incident, we are awaiting a further update. Once obtained, we will update you again.

  9. Jonathan Clarke says:

    Suppliers have replaced the line card and confirmed that the issue is resolved. We are now seeing our managed routers back online.

    If you have any further issues, please reboot the equipment and if after, the issue persists please call us.

    We appreciate your patience and apologise for any inconvenience caused.

Incident: Edinburgh

Posted: Tuesday, 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: Mirada Portal

Posted: Friday, 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.

Incident: PWAN DSL Connectivity

Posted: Monday, 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.

Resolved Incident: VoIP calls

Posted: Thursday, October 10th, 2019 at 15:35 by david labouchardiere

Good afternoon.

We are aware of an issue that was affecting some users on our VOIP platform. We believe the issue has now been resolved and request any users affected to now retest the service.

Please accept our apologies for any inconvenience caused.

Incident: VoIP calls

Posted: Tuesday, October 1st, 2019 at 20:10 by David Brewis

Good evening.

We are currently aware of an issue affecting calls on the VoIP platform. We are investigating the problem and will provide further updates as soon as possible.

Please accept our apologies for any inconvenience caused.

  1. David Brewis says:

    Engineers continue to investigate with the aim to identify the cause disrupting service across our VoIP platform. We have been able to replicate the issue internally assisting with troubleshooting steps.

    We will continue to update with updates and progress as troubleshooting continues.

  2. Robin Posadas says:

    Engineers are continuing to investigate the problem and we will continue to update as further troubleshooting continues.

  3. Robin Posadas says:

    Engineers have now confirmed service has been restored. Any customers still experiencing issues should reboot their equipment before contacting our support department.

    We apologise for any Inconveniences caused by this outage

Incident: VoIP calls

Posted: Wednesday, September 25th, 2019 at 13:09 by david labouchardiere

We are currently aware of an issue affecting calls on the VoIP platform. We are investigating the problem and will provide further updates as soon as possible.

Please accept our apologies for any inconvenience caused.

 

  1. david labouchardiere says:

    Our engineers have now confirmed service has been restored. Please ask any affected customers to try rebooting their devices before contacting the support desk.

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 Adam Heath

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.