Category: RESOLVED

Scheduled Network Maintenance – Broadband (10/04/2024)

Following the installation of our new broadband gateways, they are now ready to be deployed into active service. Our engineers will be decommissioning the existing gateways, ensuring a smooth migration of sessions. Once a gateway is cleared of sessions, it will be taken offline and replaced with the new device.

LNS02 will be removed from active service for new sessions as of today (10/04/2024). PPP sessions will be gracefully terminated, prompting your router to establish a connection with an alternate gateway. This process should be completed within a few seconds.

UPDATE01 – 11/04/2024

LNS02 has been swapped out with the new device and is now accepting new connections. We will monitor the device and then swap out the remaining gateways in the same way shortly.

Scheduled Core Network Maintenance – THN (10/04/2024)

Our engineering team will be conducting operations within our Telehouse North rack to implement our new LNS units as a component of our scheduled Q2 upgrade initiatives. While no disruptions are anticipated, it is recommended that the site be regarded as potentially vulnerable during this period.

UPDATE01 – Final

This work is complete and the units have been installed. Further notices will be given on bringing them into service.

Broadband Drops – 20/01/2024 – 22:00

We are aware of several PPP drops this evening that has caused loss of service for several minutes at a time. This has been traced back to our DSL upstream provider.

We apologize for the time taken to raise this notice however we where engaged in finding the root cause.

We have seen service stabilise however this is still at risk but we are closely monitoring.

UPDATE 01 – 20/01/2024 – 23:00

We have observed another PPP drop.

UPDATE 02 – 20/01/2024 – 23:15

We have reached out to our wholesale provider for an update but we are continuing to monitor. Our next update will be 21/01/2024.

UPDATE 03 – 21/01/2024 – 07.54

We have seen services restored over night. We are awaiting an RFO that will provided on request one made avaliable.

Anyone without service this morning please power down your router for 20 minutes.

We do apploigse for the service disruption.

Broadband – 27/10/2022 – IPv6

We are aware of an IPv6 issue on the network following on from a firmware upgrade within our core last night.

We have been working with the hardware vendor to resolve the issue but while this is ongoing , we have been reverting back to a previous version of firmware and moving connections between gateways.

Some users will experience a graceful PPP drop of around 5 seconds while there connection re-authenticates.

We do apologise for any inconvenicance

UPDATE01

LNS02, LNS03, LNS04 have been reverted and IPv6 connectivity has been restored.

LNS01 has been isolated for testing. Anyone experiencing slow DNS lookups or applications now loading are advised to reboot there router which will be routed to one of the other gateways with the fix applied.

UPDATE02

Further issues where identified with IPv6 within our core network (Broadband facing) Work to resolve this has now completed and IPv6 should now be fully operational again across all gateways.

EasyHTTP – 09/09/2022 – 12:30

We have made some changes to our hosted email platform in respect to DNSBL validation for SPAM and listings to the spam services running on the server.

This is in response to some office365 delivery issues that took place last month.

We don’t expect any mail delivery issues as a result of this and changes have been tested with known problematic mailboxes but any NDRs (none delivery reports) should be immediately reported to us via support.

HOR-DC – *at risk*

Our network monitoring has alerted us to multiple circuit failures within our Horsham facility. Initial diagnostics seem to show fibre breaks and we suspect this may be the result of civil contractors. Traffic is flowing across redundant paths in to the building with no loss of primary peering or transit, but should be considered “at risk” due to operating on redundant links.

Ethernet services that terminate in to our Horsham facility will have automatically failed over to backup if purchased.

Faults have been logged with Openreach and we will keep updating this page as we know more.

UPDATE 01 – 12:01

We have seen all our “primary” fibre links recover and service has been restored, however no official update has been provided. We are still awaiting recovery of the other affected fibre links.

UPDATE 02 – 12:10

Openreach engineering teams are on route to our facility.

UPDATE 03 – 14:50

Openreach are on site

UPDATE 04 – 15:00 *FINAL*

All fiber links have been restored. Contractors working on the Openreach network had trapped one of our fibre tubes running that route and caused bends on the groups of affected fibre to the point light was unable to pass.

Tubing and fibres have been re run in the AG Node by Openreach and service has been restored.

Voice Calls – 13/09/2021 – 15:45

We are aware some outbound calls are failing and people are hearing a pre-recorded message advising of a service suspension. This message is not being generated from our network and has been traced further upstream to a 3rd party carrier. We are working with our carriers to identify the root cause and updates will be posted shortly.

UPDATE01 – 16:25

This has been resolved. We apologise for any inconvenience caused.

Emergency Works – Broadband – 12/05/2021 – 22:00

We are observing odd behaviour on LNS04. The device is operational, however we are observing latency on some network operations. We have spoken to our vendor who has advised we apply a software patch. This will result in the device reloading. Circuits connected via this device will experience a PPP drop but will re-route to other gateways.

UPDATE01 – 13:15

We have taken this gateway out of service for new / reconnections connections. If you are having issues then power cycling your router will result in a connection to another non affected gateway.

UPDATE02 – FINAL

The gateway is now back in operation.