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Monthly Archives: May 2017

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.

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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