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Planned Work

UPS & Generator Maintenance – Avro Court

Our specialist contractors will be working on the Generator and UPS at Avro court late this afternoon for the regular maintenance. This is part of our plan to ensure that the best service is available to customers.

While this work should not have any affect on our services there is a reduction of resilience during the work and there are engineers working on them so there is a very low risk of this affecting our services.

We will update this post once the work completes

 

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 2 – HEX UPS Maintenance [23/09/2017]

Our in rack UPS in our Harbour Exchange PoP is showing a possible battery failure. We have a replacement batteries and will be replacing these tomorrow (23/09). These can be swapped without removing power. However with any activity there is a small risk of disruption to services connected to this rack

UPDATE: It appears there may be a more serious issue with the UPS than failed batteries. A short time ago we lost all Power in our HEX PoP which caused a period of Network instability

We believe that all Network access with the exception of services directly connected to HEX is now up. We are working on HEX to bring service back asap

UPDATE 13:50 The Data centre have located a trip has failed which has lead to no Power being available to our rack. The Data Centre technicians are working to restore power to us as a priority. We expect a further update very shortly

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

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

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

Name Server Upgrade [01/05/2017]

We are upgrading the hardware and software for one of our name servers in Harbour Exchange Square London during the afternoon / evening of May 1st. While this will not directly affect customers – they may find some name resolution is show while the old server is removed and the new hardware installed. The new server pre-configured and should work identically once installed. However as with all upgrades there is a risk

We will upgrade this post once the upgrade is complete or if any issues occur

This work was completed. Further work will be completed on our second name server in Telehouse North in the coming days

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.

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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