Category: Incidents

LON01 – EasyHTTP – Outbound SMTP – 29/12/2017

We are aware of outbound SMTP delivery issues on server01.r02.easyhttp.co.uk This has been caused by a compromised user account on this server that has been used to send out a large volume of SPAM. The account has been terminated and is being dealt with however, it has resulted in temporary delivery restrictions from some remote … Continue reading “LON01 – EasyHTTP – Outbound SMTP – 29/12/2017”

We are aware of outbound SMTP delivery issues on server01.r02.easyhttp.co.uk This has been caused by a compromised user account on this server that has been used to send out a large volume of SPAM. The account has been terminated and is being dealt with however, it has resulted in temporary delivery restrictions from some remote hosts such as Yahoo, Hotmail and AOL.

We are monitoring the situation. Any failed emails depending on the remote host will be queued for re-delivery. If delivery restrictions remain for over 24 hours then we will look to divert outbound email flow via another internal SMTP array on the sort term.

We apologize for any inconvenience caused.

UPDATE01 – 16:00
SMTP traffic from server01.r02.easyhttp.co.uk is being relayed via another smart host as this is affecting internal support sites.

LON01 – VoIP – 21/11/2017

We are aware 1 of our media gateways is not releasing channels once a call has cleared down. This is causing BUSY tones or limit exceeded messages We are currently working to resolve this ASAP. UPDATE 01 – 19:00 Emergency Works have started. Any active calls on SIP02 have been dropped. We are sorry for … Continue reading “LON01 – VoIP – 21/11/2017”

We are aware 1 of our media gateways is not releasing channels once a call has cleared down. This is causing BUSY tones or limit exceeded messages

We are currently working to resolve this ASAP.

UPDATE 01 – 19:00
Emergency Works have started. Any active calls on SIP02 have been dropped. We are sorry for any inconvenience caused.

UPDATE 02 – 19:03
SIP02 has reloaded and all services have restored. We will now look at SIP01

UPDATE 03 – 19:05
Emergency Works have started. Any active calls on SIP01 have been dropped. We are sorry for any inconvenience caused.

UPDATE 04 – 19:03
SIP01 has reloaded and all services have restored.

LON01 – C002.017 – 06/11/2017 – 11.32 – *At Risk*

Our network monitoring had alerted us to a power issues within one of our Cross-Connect / POP cabinets on the 2nd floor within Goswell Road. Our 4th floor suite is unaffected, however all services routing via C002.017 should be considered at risk until this is resolved. We are current engaged with Level3 and will provide … Continue reading “LON01 – C002.017 – 06/11/2017 – 11.32 – *At Risk*”

Our network monitoring had alerted us to a power issues within one of our Cross-Connect / POP cabinets on the 2nd floor within Goswell Road. Our 4th floor suite is unaffected, however all services routing via C002.017 should be considered at risk until this is resolved. We are current engaged with Level3 and will provide updates shortly.

UPDATE01 – 11.57
Level3 have responded to advise tier 2 Technicians are to investigate the incident and provide feedback on their findings within 1 hour.

UPDATE02 – 12:11
Level3 have responded to advise they have sent a subcase to thier techs in Goswell Road to continue to investigate.

UPDATE03 – 13:20
Level3 have issued the following statement:

A non-service affecting partial power rack failure at the Goswell Gateway in London, England is ongoing. The European NOC has advised that an electrical contractor has been engaged and is onsite working to resolve the power issue. There is no estimate as to when the power issue will be resolved; however, the European NOC has confirmed that this issue is not impacting services. Please be advised that updates for this event will be relayed at a minimum of hourly unless otherwise noted.

We do have a number of servers and core network equipment operating in redundancy mode due to the power loss and remain at risk.

UPDATE04 – 14:25
Level3 have issued the following update:

Event The European NOC has advised that the electrical contractor has replaced the faulty power cabling onsite clearing all of the alarms related to the partial power failure. At this time, efforts to contact the impacted clients to confirm service restoral are now underway.

We are still seeing network alarms in relation to power and have asked Level3 to tech to step in as we suspect one of our circuit breakers may have tripped. We will advise once further updates are given.

UPDATE05 – 18:30
We have chased Level3 for an update as no response has been given to our request. A level 1 escalation has also been raised.

UPDATE06 – 20:30
We have chased Level3 for an update as no response has been given to our request. A level 2 escalation has also been raised.

UPDATE07 – 21:58
Power has been restored and services are no longer “at risk” initial investigations advise it was more than a circuit breaker at fault. A complaint has been raised.

LON01 – EasyHTTP – Outbound SMTP – 14/08/2017

We are aware of outbound SMTP delivery issues on server01.r02.easyhttp.co.uk This has been caused by a compromised user account on this server that has been used to send out a large volume of SPAM this morning. The account has been terminated and is being dealt with however, it has resulted in temporary delivery restrictions from … Continue reading “LON01 – EasyHTTP – Outbound SMTP – 14/08/2017”

We are aware of outbound SMTP delivery issues on server01.r02.easyhttp.co.uk This has been caused by a compromised user account on this server that has been used to send out a large volume of SPAM this morning. The account has been terminated and is being dealt with however, it has resulted in temporary delivery restrictions from some remote hosts such as Yahoo.

We are monitoring the situation. Any failed emails depending on the remote host will be queued for re-delivery. If delivery restrictions remain then we will look to divert outbound email flow via another internal SMTP array on the sort term.

We apologize for any inconvenience caused.

UPDATE01 – 14:43
We are no longer seeing outbound emails queue on the server what have failed delivery due to the server reputation. Due to this we have agreed not to re-direct outbound SMTP. If users are still seeing bounce back emails then please email support and we will review on a case by case biases.

LON01 – Network Issue – 25/07/2017 – 14:05

We are aware of a network affecting issue. Engineers are currently working to identify the root cause and affected services. UPDATE 01 – 14:15 Following an audit of our network monitoring we can confirm this only affected our DSL services. Initial diagnostics show this to be a Zen WHOLESALE issue further upstream with one of … Continue reading “LON01 – Network Issue – 25/07/2017 – 14:05”

We are aware of a network affecting issue. Engineers are currently working to identify the root cause and affected services.

UPDATE 01 – 14:15

Following an audit of our network monitoring we can confirm this only affected our DSL services. Initial diagnostics show this to be a Zen WHOLESALE issue further upstream with one of our providers as we observed a number of L2TP Tunnels shutdown and BGP prefix withdrawals from THN.

A fault has been logged with their NOC department who confirmed that their was an issue that affected Wholesale L2TP subscribers along with there channel and direct retail customers.

Services have restored and we have provided our diagnostic information to there NOC. At this time we are unaware of the root cause and services should be considered at risk for now.

UPDATE 02 – 21:30

We are awaiting an RFO and have been advised no further repeats are expected.

LON01 – xDSL – 07/07/2017 *At Risk*

Network monitoring has advised us that one of wholesale L2TP fibre links are down for xDSL. This is part of our backup network and is not service affecting, however due to its non operation at this time the DSL network is classed as *At Risk* Further updates will be published once available. This is currently … Continue reading “LON01 – xDSL – 07/07/2017 *At Risk*”

Network monitoring has advised us that one of wholesale L2TP fibre links are down for xDSL. This is part of our backup network and is not service affecting, however due to its non operation at this time the DSL network is classed as *At Risk* Further updates will be published once available.

This is currently suspected to be a fibre break within one of our cross connects at Telehouse East.

UPDATE 01 – 07/07/2017 – 23:30
We have been advised by Telehouse staff that fibre cleaning works took place on our cross connect. This has restored service and we have confirmed this at both ends.

UPDATE 02 – 10/07/2017 – 09:30
Service has remained stable so we are closing this incident.

EasyXDSL – 13/06/2017 – Packet Loss

We have been receiving reports of poor quality affecting some FTTC connections. We are currently working to identify the issue. If you are experiencing problems please call in to report the issue so we can continue to collect affected circuits. UPDATE01 – 09:39 We have collated a number of lines and reported these to our … Continue reading “EasyXDSL – 13/06/2017 – Packet Loss”

We have been receiving reports of poor quality affecting some FTTC connections. We are currently working to identify the issue.

If you are experiencing problems please call in to report the issue so we can continue to collect affected circuits.

UPDATE01 – 09:39

We have collated a number of lines and reported these to our wholesale provider who have suggested a possible hardware fault in London within there core switches. It has not been confirmed these are at fault, however we are connected to these devices.

UPDATE02 – 10:00
Ticket updated to reflect Packet Loss over call quality. Our NOC engineers are currently on a call with our supplier for an update. We apologise for the continued delay.

UPDATE03- 10:15
We are seeing packet loss clear and services are starting to recover. We have not yet received an official clear

UPDATE04- 10:15
Services remain stable. we have been advised the problem was with a 10Gbps bearer that provides a number of services from Openreach POPs. Our network monitoring showed this problem starting at 23:15 last night so we have logged a complaint with our wholesale provider to advise why this was not picked up and resolved over night prior to it becoming service affecting this AM.

Once again we apologise for any inconvenience caused and will provide an RFO on request once made available to ourselves.

LON01 – EasyIPT – 22/05/2017

Our network monitoring has just alerted us to a loss of a VOIP interconnect with one of our primary carriers. We are currently investigating the issue as a matter of priority. Calls active at the time may have dropped however traffic should have re-routed. UPDATE01 – 11:05 We can confirm traffic has re-routed as expected. … Continue reading “LON01 – EasyIPT – 22/05/2017”

Our network monitoring has just alerted us to a loss of a VOIP interconnect with one of our primary carriers. We are currently investigating the issue as a matter of priority. Calls active at the time may have dropped however traffic should have re-routed.

UPDATE01 – 11:05
We can confirm traffic has re-routed as expected. We did observe a drop is call traffic as our network adjusted to the routing changes and is not unexpected. A fault has been logged with our remote carrier as all our remote tests are passing.

UPDATE02 – 11:11
We have seen our BGP session restore along with our preferred routing. Calls remained active. We are still awaiting an update for our affected carrier.

UPDATE03 – 11:45
Our remote carrier has confirmed they are not at fault and they simply saw the same as we did in our logs.

UPDATE04 – 12:25
Our fibre wave provider has confirmed they suffered an issue with part of there network. We again apologise for any inconvenience caused.

EasyHTTP – 23/01/2017

We are aware this server has been black listed due to a rouge script on a clients site. This has been removed and the various de-listing requests submitted. This should start to take affect and clear within the next 48 hours.

We are aware this server has been black listed due to a rouge script on a clients site. This has been removed and the various de-listing requests submitted. This should start to take affect and clear within the next 48 hours.

EasyLL – Vodafone based circuits – 13/01/2017 – 18:20

We are currently and investigating an issue causing a loss of connectivity for a small number of Vodafone based connections. We are working on the problem and further updates will be provided as and when they become available. At this stage we believe it to be a faultly NTU within Vodafone. Clients with backup will … Continue reading “EasyLL – Vodafone based circuits – 13/01/2017 – 18:20”

We are currently and investigating an issue causing a loss of connectivity for a small number of Vodafone based connections. We are working on the problem and further updates will be provided as and when they become available.

At this stage we believe it to be a faultly NTU within Vodafone.

Clients with backup will have automatically rerouted.

UPDATE02 – 19:05
We have seen services restore and await an update from Vodafone.