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Monthly Archives: October 2011

At Risk Telecity HEX POP 01/11/2011 [completed]

We have identified a battery issue with a UPS at this site. A third party engineer will therefore be replacing all batteries in this unit tomorrow.

This maintenance is not likely to cause any outage or issue however the site should be considered ‘at risk’ thought the works

Thios work has now been completed and the UPS is now fully working

Leeds 21C POP EMERGENCY WBMC PW177211 – 28/10/2011

This may affect some customers but the router should re-connect and authenticate after the work is completed:

This Pew PW177211 is an emergency pew that will affect WMBC shared end users who are connected to the Leeds 21c POP.

The impact will be that end users at Leeds will experience down time between 02:00 and up to 06:00 .

The CP’s whose end users are on this site will see authentication requests but the end users will be unable to connect to their WBMC shared CP.

BT Outage

It appears that the BT outage that occurred a few days ago has just reoccurred with virtually all BT ADSL circuits going down.

As I type we are seeing ADSL sessions returning so we hope but can not guarantee that this may be a small blip. We will update you as we know more.

BT have confirmed an issue in London so far.



BT have finally reported that this has been cleared. We still have a few users not logged in correctly. The fix for this is either a router re-boot and leave it switched off for at least 30 minutes, or, if that’s been tried and still fails to establish a connection, we can arrange for a line reset. If you’re in this position, please drop an email to or call in on the helpline and we’ll get that working for you.

We’ll advise here when BT confirm exactly what went wrong. The emergency work was completed around 5pm and this had caused overnight instability. At 5.30, the Stepney Green system went down again. And stayed like that until a few minutes ago.

Again, our apologies if you were affected.

UPDATE2: BT have confirmed that this is still an outstanding loss of service which they’re still working on. The last update was at 9.30 with no time to fix agreed then. We apologise to those customers still affected. Please keep revisiting this page for updates.

UPDATE: BT undertook emergency work in the Stepney Green area which should have
been completed by 4am. This is however still causing issues with
authentication. We’re waiting for a definitive answer from them on “time
to fix”.

A router re-boot has worked for some people but not all.

We’re aware of reports of outages for ADSL users both in the Merula network and elsewhere. We are investigating and will report back.

Planned works midnight 19th Oct to 6AM that morning

During this engineering window LINX (a major UK connection point used by numerous ISPs) are upgrading their routers at Telehouse North. This may lead to periods of routing issues overnight as various ISPs including us are moved between the old and the new hardware. This might also mean that some sites are unavailable or slow for short periods of time at various times during this period. If you are still seeing problems after this time please log a support call or ticket in the normal manner.

ADSL gateway restart

We are in the process of updating one of the gateway ADSL routers as we’ve been made aware of an urgent security issue that requires new firmware. Current connections are being made & authenticated against the backup router. We now have to re-boot the one under maintenance and this will mean a brief window where users may see an outage of around a second. Any new sessions will not be affected.

Brief issue in Huntingdon

Due to a stuck route causing an issue with a customer IP range we have just rebooted one of the core routers located in our Huntingdon Data Centre.

This may have lead to a 5 minute window where access to some servers in Huntingdon was intermittent.

All work is now completed and all appears fine. If you have any issues please raise them with support via the nomal means.


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.