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Outages

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.

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

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: 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.

Outage thn-gw2 22/11/2016 [resolved]

Our monitoring started reporting that one of our core routers in Telehouse (thn-gw2) failed just after 19:15 this evening. We have now rebooted this and the router appears to be back and stable. We will investigate the cause of this and update the ticket as needed.

Most customers would not have noticed this (other than some slightly different routing) and possibly a few short periods of packet loss as routes re-converged. A small number of connections are directly connected and may have seen a longer outage as the router was restored.

We believe full service is now resumed – If you are seeing any ongoing issue please contact support in the normal way

We are sorry for any issues caused by this

UPDATE: issue fixed: VOIP SIP issues –inbound calls failing

UPDATE:

Divert Service Failures
Details: SIP Diverts are now working as normal and our engineers will closely monitor our VoIP network for any re-occurrences. If you were affected by the issue please retest and if the problem is still present contact our Support Team.

One of our suppliers is aware of a network problem as below. We’ll update here as they troubleshoot this. In the meantime, please accept our apologies if your circuits are affected.

Network Affected: VoIP
Problem Time: Wed 19th Oct 2016 at 9:30 am
Estimate Resolve Time: Wed 19th Oct 2016 at 10:00 am
What Does It Affect: Customers using SIP divert service
Event Overview: Divert Service Failures

Details: Some of our customers may be experiencing problems with our SIP Trunk Divert Service where inbound calls are failing. Our engineers are currently investigating and there will be further updates shortly.

Network Blip 10/07/2016

Due to a crash in one of our core routers in Telehouse North a few minutes ago this rebooted causing a very brief loss of service to come customers as the backup router took over the routing.

Customers directly connected would have seen a slightly longer outage. All routers are back up and running and full service should be restored. If you have a broadband service with us and are seeing an issue PLEASE try to reboot as this should solve any remaining issues.

We apologise if not all calls where answered during the issue- the team where busy answering calls and ensuring the issue was resolved as quickly as possible

Notification of Planned Work: 12th August Telehouse North – Virgin Media Business

We need to let you know about some maintenance work that will be taking place on our network. We will be upgrading one of our network back-haul links into the VMB node at our London, Telehouse North site.

Planned Work Start (Local UK): 12/08/2016 00:01 Planned Work End (Local UK): 12/08/2016 06:01

Impact: There will be a loss of service at some point during the timeframe stated above whilst we complete the maintenance work. You will see several interruptions to your service during the 2 hour outage window. We have planned and believe that all circuits will automatically return to service after the work is completed

Only those circuits supplied via VMB will be affected. Please email into support in the normal manner if you have any questions.

[CLOSED] OUTAGE: VOIP service

[update 17:40]

We believe that all connections have now been restored. If you still have VOIP problems, please raise a ticket in the usual manner.

We apologise for this down-time and are actively investigating alternatives and fail-over solutions as this is the second such outage in a few months.

[update: 16:00]

We understand that services are slowly being restored. This may take some time so please bear with us — we’re in the hands of the external supplier here. Further updates will follow as we get them through from the supplier network.

[update 14:52]

The supplier advises that the incident currently affecting their network is down to a Denial of service attack. They are now working with transit vendors to stop the attack and restore the network. Further updates will follow.

[update at 13:49]

Please be advised that the supplier is continuing to investigate the cause of this issue and apologise to all our customers who are affected by this. Further updates will follow.

We’re aware of issue affecting our core supplier which has dropped all of our VOIP circuits including our own PBX. There is no time to fix yet but we’ll update this ticket as we know more.