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Information

REMINDER: Contact details

In the event that the phone system here (and the primary support number which routes via here) is unavailable for whatever reason as happened today as our VOIP system failed as part of the outage, there’s a second, fallback (geographical) number: 01480 411616, which rings directly at our support centre.  this should be used.

We also suggest that all customers subscribe to our mailing list ensuring that copies of these status messages and updates are delivered to you by email or alternatively if you prefer, to your favourite RSS reader.

If you have any questions please email support@merula.net.

UPDATE: core router issues in London & network outages

UPDATE2: initial indications on further analysis are that the DDoD that was targeted at the network core which triggered one of our core routers to cease routing packets correctly. However, it did not shut-down the BGP protocols as part of this with the result that network traffic was black-holed for a large number of destinations for a period of around 30 minutes. Service was restored after the routing processes were re-started in sequence. We will continue to investigate further and update here but we believe that all services are now returning to normal. Some routers may have a stale session and will require a reboot to bring them back on-line.

UPDATE: we appear to have been the subject of a wide-spread DDoS attack (the source of which we’re currently still investigating). This caused two of our core routers to become unresponsive and this adversely affected DNS and routing outside our network.  We have mitigated the attack here and all of the network is coming back on-line now. Please accept our apologies for this outage — we are aware that it affected a large section of our user-base.

We are aware of an issue affecting large sections of our network centred in London. We are working urgently to fix this and will update here as work progresses.

Christmas & New Year arrangements 2017

Please note that the offices in Huntingdon will be closed between 5PM 22nd Dec and 9AM January 2nd 2018.

Over this period, urgent telephone support calls will still be answered when calling 0845 330 0666. Email support tickets will be handled intermittently, so if the need is urgent, please call the support line who will escalate if appropriate under the SLA.

Our supplier portals will also be “frozen” so we won’t be processing any new orders during this period.

We wish you all a restful & happy Christmas and New Year.

COMPLETED: possible ADSL/FTTC outages: THE maintenance 25/11/17

UPDATE: This work is completed

UPDATE: this should have read THE, apologies.

We are planning a UPS replacement in our data centre in THE following recent problems caused by it, as the rack appears to be at risk of a power loss whenever we work near it. We have a replacement and we plan to swap to that and then investigate at a later date the cause of the issue on the current UPS.

This will mean a brief downtime of some hardware in the rack.  Currently only ADSL/FTTC lines will be customer affecting there, which should just drop and then auto connect at another of our POPS. This will happen during the course of Saturday evening.

If after this work is completed and a router reboot, you’re still unable to connect, please contact support in the usual way.

COMPLETED: last Merula mail server upgrades

The email servers are being upgraded over the weekend starting late on Friday evening to a pair of faster mirrored servers. This won’t affect everyone but during the course of this migration email will appear to have disappeared from in-boxes but this isn’t any cause for concern and is merely a side-effect of the migration process.

No email will be lost; it’s just the final synching process needed to improve the mail-servers for everyone. During the course of the weekend the email should fully re-appear.

New email will be continue to be delivered  straight away – older emails will be restored as the sync process progresses. Any security certificate error messages can be safely ignored for the duration of this migration. These will disappear after both servers are finally fully synced

thos is work is completed if there are any issues with your mail please contact support via the normal routes ASAP.

Merula mail server upgrades

The email servers are being upgraded over the weekend to a pair of faster mirrored servers. During the course of this migration email will appear to have disappeared from in-boxes but this isn’t any cause for concern and is merely a side-effect of the migration process

No email has been lost – it is in the process of being synced. During the course of the weekend the email should fully re-appear.

New email will be delivered instantly – older emails will be restored as the sync process progresses. Any security certificate error messages can be safely ignored for the duration of this migration. These will disappear after both servers are fully synced and updated.

We will confirm when this process has completed.

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.

+++++++++++++++++++

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

FIXED: some circuits are affected & currently down 17th Sep 9am

10:23am UPDATE: the supplier reports that the problem has been resolved and we believe that all circuits are now back online. Affected circuits may need to reboot their router to bring their session back on stream.

The following exchanges are affected by this issue since 6.21am this morning.

BT and the supplier engineers are en-route to work on-site. No time to fix yet but we will update here as we hear more.

 

Exchanges affected include Barrow, Buntingford, Bottisham, Burwell, Cambridge, Crafts Hill, Cheveley, Clare, Comberton, Costessey, Cherry Hinton, Cottenham, Dereham, Downham Market, Derdingham, Ely, Fakenham, Fordham Cambs, Feltwell, Fulbourn, Great Chesterford, Girton,Haddenham, Histon, Holt, Halstead, Harston, Kentford, Kings Lynn, Lakenheath, Littleport, Madingley, Melbourne, Mattishall, Norwich North, Rorston, Science Park, Swaffham, Steeple Mordon, Soham, Sawston, Sutton, South Wootton, Swavesey, Teversham, Thaxted, Cambridge Trunk, Trumpington, Terrington St Clements, Tittleshall, Willingham, Waterbeach, Watlington, Watton, Buckden, Crowland, Doddington, Eye, Friday Bridge, Glinton, Huntingdon, Long Sutton, Moulton Chapel, Newton Wisbech, Parson Drove, Papworth St Agnes, Ramsey Hunts, Sawtry, Somersham, St Ives, St Neots, Sutton Bridge, Upwell, Warboys, Werrington, Whittlesey, Woolley, Westwood, Yaxley, Ashwell, Gamlingay and Potton

We are aware some other exchanges may be impacted

Update – we have just started to see some circuits recover but have no update from the carrier as yet

Supplier upgrade work affecting a few DSL circuits 29/8/17

One of our carriers is performing some 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 29/8/2017 22:00 and 30/8/2017 06:00.

Most circuits will automatically re-conect but a few may require a re-boot or 30-minute power down. If there are any issues please contact support via the normal routes

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

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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