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Monthly Archives: October 2017

UPDATE: Broadband packet loss & intermittent connectivity

UPDATE:

We have seen the services starting to recover and our normal traffic profile is virtually back to normal. Any subscribers still to reconnect may require a router reboot if the issue persists.

The fault is still open with our supplier until the overall service has been restored. Our apologies again to those affected.

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One of our back-haul providers is aware of an ongoing issue affecting a small section of our lines which is causing either packet loss or intermittent connectivity or sometimes both. NOTE: This isn’t affecting all lines but the following STD codes are those seeing issues through this supplier. We expect an update by 14.30. In the meantime, we apologise if your line is one of those affected.

01171 01173 01179 01200 01214 01282 01372 01483 01485 01512 01513 01514 01515 01517 01518 01519 01527 01553 01604 01628 01905 01932 02010 02011 02030 02031 02032 02033 02034 02035 02070 02071 02072 02073 02074 02075 02076 02077 02078 02079 02080 02081 02082 02083 02084 02085 02086 02087 02088 02089 02311 02380

RESOLVED: Power Issue – Harbour Exchange Square

We have become aware of another power issue in Harbour Exchange Square. This occurred this afternoon while no work was being performed by ourselves.

We have raised this to the Data Centre (Equinix) requesting an urgent update. We also have an engineer en route to the site to assist as needed.

Most broadband and leased lines should be working although there will be issues for any service ONLY connected at HEX.

More as soon as we have an update

update: 6:30pm The core issue is now resolved and we are seeing all services in HEX back up and running. We are continuing to check for any remaining issues. There was a issue earlier affecting new FTTC/ADSL logins that was resolved. If you are still seeing an issue please call or email support via the normal routes.

We are continuing to work with Equinix to understand the root cause of the issue

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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