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Monthly Archives: December 2008

ADSL issue

We are aware of an issue affecting some ADSL users between approx 5am and 8an this morning. It appears that a change at BT means that while users were onencted we could not route traffic to them. We have made a few changes here and all appears OK.

If you are still having a problem please try rebooting your router and if that fails turn the router off for 30 minutes and try again since you may need to clear a ‘stale session’.

If this fails please contact support in the normal way and we will do our best to resolve the issue in your case. Apologies for any problems caused.

Christmas Opening 2008

The Merula office has now closed for Christmas 2008. The office will re-open on 5th January 2009. During this time we will be monitoring the network and services 24/7. We will also monitor email and tickets raised however we will not guarantee as fast a response as normal. Our phone lines will be answered and messages passed on as need be.

We look forward to working with all our customers in 2009 and wish you all a Happy Christmas and New Year

Richard and the Merula Team

Issues overnight

Between approx 23:30 on 21/12 and 0:30 on the 22/12 there was a partial outage in our Sovereign House hosting facility. This affected servers hosted in the building (numbering about 4) and a few IP ranges hosted off of this router.

All ADSL and other hosted services were fine. the cause turned out to be a faulty PSU in one server (actually the one hosting this site…). Once we isolated the faulty server the rest of the rack came back – we then swapped th PSU on this server and all appears to be fine now.

If you are still seing any issues please let us know

EMERGENCY CONTACTS

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

There’s a second, fallback (geographical) number: 01480 411616. All numbers ring directly at our support centre, manned 24hrs x 365 days a year.

We'd also suggest that all customers subscribe to our mailing list (link above); status messages and updates will be delivered by email.

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