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1 minutes silence at 11am 25th May

Merula will be respecting a minutes silence at 11am 25/05/2017 in memory of those who died and were injured in the Manchester bombing on Monday.

Please be aware that if you are in contact with one of our agents at this time you may be asked to wait until the minutes silence has been observed.

OUTAGE: leased lines down [resolved]

We apologise but are aware of a number of leased lines that have dropped because of a hardware fault on a core switch in London.

We will have this restarted within the hour and will be replacing this switch with a new one overnight. More status updates will be posted here.

[update] The initial issue was resolved before 6pm and the replacement hardware was installed in London this evening. This is being monitored but we hope this will resolve the issue once and for all

Emergency Planned Work Affecting some DSL Connections 16/05/2017

One of our carriers (TalkTalk) is performing some emergency planned works on their interconnect in Telehouse North. We have resilient Interconnects in other locations however during the work you may see your connections drop and re-connect over our alternative Interconnect

The work is scheduled for between 16/05/2017 20:00 and 17/05/2017 06:00

If there are any issues please contact support via the normal routes

Packet Loss on some Fibre Lines [resolved]

We are seeing a low level of packet loss on some fibre lines in the Cambridge (01223) area. This appears to be visible in the evening. We have raised this to the Wholesale carrier who have advised us that they are aware and are investigating the root cause.

We will update this case as we hear more – so far we have identified 5 lines affected by this issue

The Carrier has identified an issue on one of their routers and has moved the traffic for the affected circuits over an alternative route. We have now seen the packet loss disappear

 

[resolved] OUTAGE: broadband lines are down for some customers

This was resolved approx 4pm after the faulty switch was swapped on the supplier network

[Update at 14:46]

The supplier is advising us that most lines are now returning on-stream; this may take a few more minutes as the Radius catches up. Anyone still affected after this time should power-off their router for at least 20 minutes to clear any stale session. Please email into support@merula.net if this fails to bring you back live.

We apologise for the lengthy downtime and are looking at further remedial work with the supplier to ensure that such a failure doesn’t affect us in future.

[Update at 14:33]

Apologies for the lack so far of anything concrete in time-to-fix terms; we are escalating this to senior managers inside the supplier to get this fixed.

[Update at 13:33]

Senior engineers are currently on site working on the faulty hardware.

Further updates will be posted once the work has been completed.

[Update at 12:35]

Supplier update: We’re seeing a partial recovery on the equipment.

We’re aware some circuits are still down, our engineers are looking to replace some of the
hardware in the switch stack.

Further updates will be posted when available.

[Update at 12:10]

The supplier has a new switch on route to the site to be swapped out — they’re expecting this to complete by 1pm. We’ll update as this progresses.

We are aware of a problem affecting one of the interconnect switches on a transit supplier network which means that a number of lines dropped earlier this AM and are still down; they and we are working on getting this switch bypassed and replaced. Currently we have no time-frame for a fix but believe this will not be service affecting for too long.

Name Server Upgrade [01/05/2017]

We are upgrading the hardware and software for one of our name servers in Harbour Exchange Square London during the afternoon / evening of May 1st. While this will not directly affect customers – they may find some name resolution is show while the old server is removed and the new hardware installed. The new server pre-configured and should work identically once installed. However as with all upgrades there is a risk

We will upgrade this post once the upgrade is complete or if any issues occur

This work was completed. Further work will be completed on our second name server in Telehouse North in the coming days

UPDATE: Merula support contact details

We have slightly changed some of the detail on our support contact page and for ease of reference append this below:

This site is designed to keep you updated on both planned work and any network outages or service(s) issues at Merula or with our suppliers.

The main support number is 0845 330 0666 (geographical 01480 355566)

There’s a second, fallback (geographical) number: 01480 411616, which rings directly at our support centre. In the event that the phone system here (and the primary support number which routes via here) is unavailable for whatever reason this should be used.

We also suggest that all customers subscribe to our mailing list ensuring that copies of these status messages and updates are delivered to you by email or alternatively if you prefer, to your favourite RSS reader.

Support questions can also be emailed to support@merula.net to raise a ticket.

INFO: logging & reporting issues 4/4/17

We are seeing a few ADSL/FTTC lines that we are unable to monitor internally to track performance and transfer speeds. To overcome this we may need to reboot an internal switch that will mean that the PPP sessions on these few lines will momentarily drop. The circuits should all come back on-line automatically, but if you find an issue please re-boot your router to establish the session.

INFO: mail-server upgrade 4th April 2017

One of our clustered mail-server machines will be updated and moved to a new location at some point tonight. This will not involve any down-time but mail delivery may be slightly slower than usual for a period of up to 2 hours as the databases sync back.

INFO: fibre ring maintenance 7th April

 

This work will upgrade the capacity on one leg of our dark-fibre ring. Whilst it won’t cause any outages, we are at elevated risk during the maintenance window and there may be brief transient routing issues when the fibre is brought back on-stream.

Maintenance Window: 21:00 – 07:00 GMT

Primary Date: 07-Apr 2017

2nd Primary Date: 08-Apr 2017

3rd Primary Date: 09-Apr 2017

Location of Maintenance: London

Reason for Maintenance: supplier will perform fiber maintenance to add capacity