Over the coming 3 months we will be retiring our legacy sip gateways known as SIP01, SIP02 and SIP03. Customers who take our managed services will be automatically migrated to our new infrastructure. Customers who manage there own PBXs will need to migrate manually.
You will be contacted in due course if this applies to you.
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.
We are aware of an issue with our ticket system. We are currently investigating the platform. Tickets sent in wont be lost but urgent issues we would advise customer’s to call on 0203 301 4000
We will be upgrading firmware across some of our LNS gateways tonight to correct a RADIUS issue on the broadband platform.
The work will require a reboot of affected LNS once the upgrade is complete. This will take around 30 seconds per LNS. Connected circuits will see a PPP restart while this takes place and may connect back to another gateway.
UPDATE 01 – 22:05
This work is complete.
We are aware of a large drop on broadband services across the UK. We are currently investigating as a matter of urgency.
We are aware of a large drop on broadband services across the UK. We are currently investigating as a matter of urgency.
UPDATE01 – 12:05
Internal investigations have concluded the fault is not within our network and we are working with our wholesale providers.
UPDATE02 – 13:05
We are aware some users are seeing a BT Wholesale landing page / getting private WAN IPs. This is where connections are not routing to our network. We are continuing to work with our suppliers to find the root cause but we have see connections restore. Anyone without a connection, please reboot your router by removing power for 5 minutes.
UPDATE03 – 13:38
We have had an update from wholesale to advise the issue appears to be with their RADIUS PROXY servers that relay authentication credentials to our network. This would account for the BT Wholesale holding page as requests are not getting to us.
We have asked for an ETA. But would ask end users reboot there router to see if there connection restores.
UPDATE 04 – 14:30
We have been advised the fix has been applied and we are seeing a large number of circuits reconnect. We are awaiting for an RFO and will publish when this is made available. We apologise for any inconvenience caused.
Any users without connection are advised to power down there hardware for 20 minutes.
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.
We have been advised by one of our wholesale providers that they will be undertaking emergency maintiance on the following exchanges that may result in an outage of up to 30 minutes for DSL circuits.
If you have still have no service after the work, Please power down your hardware for 20 minutes and power back on.
We apologise for any inconvenience caused.
Exchange areas affected (including ADSL2+, FTTC, SoGEA, FTTP, G.Fast)
Upper Holloway
Stratford On Avon
Great Yarmouth Town
Norwich City
Arkwright
Leicester Central
Nottingham Longbow
Newark
Rushden
Cupar Crossgates
Penrith
Todmorden
Wigan
Poplar
Deptford
Ewell
Greenwich
Orpington
Redhill
Skelmersdale
Ealing
Golders Green
Hayes North
Hendon
Twickenham
Didsbury
Stockport
Gravesend
Crawley
Hove
Letchworth
Bedminster
Downend
Frome Keyford
Gloucester
North
South
West
Bridgend
Merthyr Tydfil
Whitchurch
Godalming
Haslemere
Henley-on-thames
Newbury
Reading South
Lords
Maida Vale
Bromsgrove
St Peters
Chester/south
Ross On Wye
South Kensington
Western
Barnstaple
Exeter
Falmouth
Newquay
Redruth
St Austell
Taunton
Truro
We are observing high levels off optical light loss on one of our backhaul links between our Horsham and London Cores. We have a window scheduled with Openreach between 12:00 & 13:00 on the 20th to clean (and replace) if required optics and cables at the exchange.
No outages are expected as traffic will flow across redundant paths but the works require an “at risk” notification of facility redundancy levels due to the work being undertaken.
We have been informed by one of our wholesale providers that they will be undertaking capacity upgrades on there network that affect several interconnects we provide broadband services via. We expect our redundant links to take over when the works commence but services should be considered “at risk” and may see PPP reconnections / disconnections.
We apologise for any disruption this may cause.