Broadband – 14:00 – 25/03/2021

We are seeing a number of broadband circuit’s dropping PPP and some intermittent packet loss. We are currently investigating.

UPDATE01 – 15:00

We have raised a case with our wholesale suppler and have moved traffic from Telehouse North to Telehouse East to see if this improves things.

UPDATE02 – 16:00

PPP reconnections have reduced but we are still seeing packet loss spikes to a large number of connections.

UPDATE03 – 18:00

We are still working with our wholesale supplier to understand the root cause of the issue as we have eliminated our network.

UPDATE04 – 22:00

We have chased our wholesale supplier for an update. Traffic remains via Telehouse East. The packet loss we are seeing does not seem to be service affecting at this stage but of course it should not be there.

UPDATE05 – 12:00 (26/03/2021)

We have dispatched an engineer to swap out optics on our side of the link.

UPDATE06 – 13:00

We have escalated this within wholesale as the problem remains. We do apologise for the inconvenience this is causing. We are still pending an optics swap as well.

UPDATE07 – 16:30

We have had a response from our wholesale suppler to advise additional resources have been added to our case. We are also still pending an optic swap from Telehouse.

UPDATE – 17:00

We have provided example cases of circuits where we are not seeing the same issue. We also believe this is only affecting a specific type of traffic.

UPDATE09 – 17:30

We have reached out to our hardware vendor to see if there is additional diagnostic tools can be provided. We apologise for the continued delay in getting this resolved.

UPDATE10 – 20:15

Optics have been changed at Telehouse North. Unfortunately the Telehouse engineer was not given an update from ourselves prior to starting the work which sadly resulted in traffic being dropped. We are continuing to monitor the interface.

UPDATE11 – 20:35 (29/03/2021)

We have observed some stability restore to the network over the past 72 hours. However we are still concerned there may be an issue on both London core devices caused by a Memory Leak and are working towards a maintenance window to eliminate this. Further details will be posted of the maintenance and times / impact as new “events / post” So they are clearly seen.

Broadband – 27/01/2021 – London 020

We are aware of a repeat Openreach fault from yesterday affecting broadband services within the 020 area code. We have raised this with our suppliers and awaiting an update.

UPDATE01 – 13:55

We have been advised the root cause has been found and a fix is being implemented.

UPDATE02 – 16:00

We have asked for an update from our supplier.

UPDATE03 – 17:10

We have been advised an update is not due before 19:00 We have gone back to advise this is unacceptable. Our service account manager at wholesale has stepped in to push Openreach for further details and a resolution time.

We apologize for the inconvenience this is causing.

UPDATE04 – 20:20

We have had updates provided from our wholesale supplier to advise while Openreach have not provided any firm ETA and raw fault detail. They believe the outage is being caused by an aggregated fibre node serving what they refer to as the Parent exchange and the secondary exchanges.

We are continuing to push for updates and proactively getting updates from wholesale now.

UPDATE05 – 02:30

We have been advised the fault has been resolved. We are awaiting an RFO and will publish once provided.

We apologise for the inconvenience.

04/01/2021 22:40 – Broadband Network

Our network monitoring has alerted us to one of our broadband LNS gateways reloading. This has resulted in broadband services connected via this device to disconnect and failover to alternative gateways.

The device has reloaded and returned to service. We are currently investigating the cause internally.

We apologize for any inconvenience this may have caused but do not expect a recurrence.

27/08/2020 – VoIP MSO [Resolved]

We are currently experiencing an issue with VoIP calls across our network, engineers are working on this and will provide an update asap.

-Update- 27/08/2020 09:48
The issue has been identified with one of our up stream carriers who are currently working on an issue and will provide updates shortly.

-Update- 27/08/2020 09:56 Telstra LHC Outage

All powered equipment in Telstra LHC Data Center went offline at 09:17 BST. We have been informed there are multiple fire engines on site and a suspected UPS fire on the 3rd floor where our comms equipment is located. It seems most likely the fire brigade have ordered building power down as part of electrical safety procedure.

As far as we are aware, this affects all customers and carriers within LHC, and we have confirmation that other carriers with passive connections extending outside the building are also showing offline. This is therefore affecting customers who are directly terminated with active circuits at this location. All passive fibre connections remain unaffected, including those passing through the building.

Updates to follow as they arrive from the DC. We sincerely apologise for any inconvenience this may cause.

-Update- 27/08/2020 11:10

Correspondence from LHC DC:
Due to a localised fire in the LHC, we have lost the Green system. This provides power to the lower half of the building. The fire has tripped the breakers supporting the busbar. Engineers are on-site and are working to restore power via generator as we speak.

-Update- 27/08/2020 13:16

We have been made aware by the DC that the services are starting to restore. We are monitoring this carefully and will provide you with an update as soon as we have more information.

-Update- 27/08/2020 14:08

We are seeing call flows return to normal levels but have yet to hear back from the DC and/or Carrier. We will continue to monitor and provide updates as they become available.

-Update- 27/08/2020 16:07

Engineers are still working to improve stability in the network and restore the remaining services we hope this will be complete with in the next 30 minutes. Most customers should have service restored.

-Update- 27/08/2020 16:40

We can see normal call flow across the network but have still yet to get a clear message from the carrier.

-Update- 27/08/2020 17:45

The carrier reports all services are now restored.

-Update- 28/08/2020 9:30

Services are now fully restored, a full RFO will be posted once made available.

05/08/2020 14:23 – Broadband Disruption

We are aware a number of broadband services have been dropping PPP sessions over the past several hours. Initial diagnostics show nothing wrong our side and we have raised this with our suppliers for further investigation.

UPDATE 01 – 14:27

We have received an update to advise there is an issue further upstream and emergency maintenance work is required. Due to the nature of the work, we have been told this will start at 14:30 today. The impact of this will be further session drops while core devices are potentially reloaded carrier side.

We are sorry for the short notice and impact this will have and have requested a RFO already for the incident.

UPDATE 02 – 15:54

We have been advised the work is complete. We are awaiting this to be 100% confirmed.

28/07/2020 – 20:00 SMTP relay

We are aware our unauthenticated SMTP relay cluster has been subject to relay abuse by a compromised client. Currently SMTP services are suspended on the cluster.

UPDATE 01 – 22:30

SMTP services on the cluster remain suspended while we review. Further updates will be provided on the 29/07/2020

UPDATE 02 – 09:15 – 29/07/2020

After a full review. Due to the age of the platform, End of life support on the OS, extremely low usage levels (less than 0.1%) and the lack of support for enhanced security such as DKIM and DMARC. We have decided to withdraw the platform form service.

For customers who where using the service, We would advise migrating to authenticated SMTP provided via your web hosting provider or signing up with a free relay such as https://www.smtp2go.com/

We understand change is unwelcome, but after review we feel this is in the interest of all who still use the platform to protect your domain and others.

11/05/2020 14:32 – Broadband Disruption

Our network monitoring has alerted us to a number of BTW based circuits going offline and prefix withdrawals from suppliers. We are currently investigating.

UPDATE 01 – 14:49

We are seeing reports from other providers that they have experienced other issues. Initial investigations appear to show this as a problem within the “Williams House” Equinix data center in Manchester.

UPDATE 02 – 15:51

Connections are starting to restore. Services affected appear to have been routed via Manchester.

03/03/2020 – 16:45 – Voice Issues

We are aware of an issue affecting inbound calls with one of our upstream voice carriers. We have re-routed outbound calls around the affected network and calls should be connecting as expected.

We have raised a priority case with the carrier who have confirmed there is an issue and is being dealt with urgently.

We apologize for the disruption and will update this NOC post once further details become available.

UPDATE 01 – 17:10

We have started to see inbound calls on the affected carrier restore and traffic flowing. We have not had official closure yet, so services should be considered at risk still

UPDATE 02 – 17:33

The affected upstream carrier has confirmed services have been restored and this was the result of a data center issue. We have asked for a RFO and this will be provided as requested.

re-routing has been removed and all service are normal.

Once again we apologize for the disruption

FINAL – 04/03/2020 – 14:45

We have been advised the ROOT cause of this incident was the result of a failed network interface on a primary database server within the carrier network. We have been advised the database is redundant but this has highlighted the need for additional redundancy and is already being deployed.