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Information

post.merula.net – Slow [23/06/2017]

We are aware that our post.merula.net server was slow / unresponsive between approx 5pm and 8:30pm this evening.

This was due to a customer sending a significant volume of SPAM through the server. We have blocked the affected customer and cleared the Mail Queue on this mail server. Service is now restored.

NOTE that there is a small chance of some outgoing emails being lost while the queue was being cleared – although we believe all legitimate emails have been sent OK.

IF you have sent an email during this time via post.merula.net and have not received a reply you may which to re-send it to ensure it has arrived

We apologies for any issues caused here

UPDATE: leased lines outage earlier today

RFO 09:40am:

To fix an issue with transient IPv6 and other intermittent routing issues we had seen recently, we were obliged to upgrade the software on one of our core routers. This holds live and backup routes that allow a smooth failover in the case of a single router failing in London. However it now (in an undocumented change from the software supplier) appears with the latest software that the routers set themselves as live on both primary and backup routers – resulting in a routing loop for some IP addresses which had static IP routes originating from this one affected router thus not correctly falling over as previously was the case.

Again, please accept our apologies for this short outage. It shouldn’t have happened.

We are aware of the cause, the problem has now been fixed on this, the one affected router and we have also made sure that all others in the network have been checked and we are confident all are now running properly.

UPDATE 09:27am:

We are aware of the root cause — located at a core switch in our London locations — and are working on bringing this back into service. No ETA yet but we expect this to be resolved shortly. Apologies for the downtime some of you are experiencing.

09:09am We are aware of reports of leased lines down and are investigating. More updates here as we know the cause & ETA to fix.

INFO: supplier equipment upgrades overnight 15/16th June

The works detailed below should have no effect on services delivered via the Merula network apart from a possible brief period of routing instability as they re-converge after the link comes back on-line

Service Affected:
Level3 Transit Bearer Manchester

Start of maintenance:
15/06/2017 22:00 BST

End of maintenance:
16/06/2017 03:00 BST

Duration of work:
up to 45 minutes within the outage window

Impact of work:
Outage to listed service

Classification of works:
Standard

Description of works:
Third Party maintenance on underlying fibre connections

1 minutes silence at 11am today, 6th June

Merula will be respecting a minutes silence at 11am today in memory of those who died and were injured in the London attack on Saturday evening.

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

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

INFO: core router maintenance

We are seeing BGP issues affecting one of our core routers in HEX, London. This may involve the need to reboot this equipment late this evening. This will affect a few of our leased line customers only.