Merula Network Status

After a long wait we are pleased to announce that our new 1G link to BT for ADSL is now live. This means we can now offer ADSL2+, FTTC anf FTTP products as well as standard ADSL1 based BT products.

As the final part of the installation we will be moving our existing users to the new infrastructure tomorrow at some point after 2pm.

This should not have any impact on your service other than a single reset when your connection will drop from the old service and reconnect to the new link.

We will be announcing a range of new peoducts very shortly

Some users may have spotted issues reaching some of our services and with some of our ADSL connections between 0:30 and 1am. It appears that due to an error by a third party a a network loop was created causing some routing to get a little confused.

The issue seemed to have righted itself while we were investigating. We are reasonably confident that all services and servers are now fully working but we are investigating the root cause here to try and protect ourself against a reoccurred

Some ADSL users may have seen an issue from approx 8:45 and 9:00 this was due to an engineer on site making a change to our ADSL routers that caused a temporary loss of connection for some users. As soon as the problem was spotted the issue was resolved.

We are sorry for any issues resulting from this and will ensure this does no happen again

Between about 5am and 8:30 some users may have seen an issue with a loss of connectivity to a small number of locations. Investigations have shown that a issue in Manchester stopped some traffic routing correctly and blocking access to some locations and servers.

We have now investigated this issue and resolved the visible issue. We are however investigating the full reason for the issue seen and looking into what can be done to prevent it occuring again.

There was an issue affecting access to some network services located in Huntingdon and Manchester on the 7/01/2010 from appro 6pm until midnight.

The cause was seperate failures of our two links to Huntingson (one via Manchester the other direct from London to Huntingdon.

One we were aware of the incident we used another backup link to provide access to most services in Huntington and Manchester although a small number of servers could not be reached via this route. We are waiting details from our supplier a to the cause of the main link (the other link was taken down for an upgrade that is to be completed in the morning).

We apologise for any issues that this may have caused and we are working to ensure this does not happen again

One of our transit providers will be performing maintenance work in the early hours of 14/11/09. We have multiple providers conencted so we expect this work to have no real impact, however with all work of this nature there is a small risk that you may see some network disruption as the service is taken down for maintanance and again when the service is restored.

We will monitor this work and will be able to manually make changes should a larger issue occur

We have been notified by EDF Energy of engineering works in Huntingdon which will lead to a planned power shutdown between the hours of 8am and 4pm on Sunday 8th November. This will mean there is no mains power to our data centre during this time.

We have a generator of our own which should take the load through this time and has been tested on numerous occasions however as with anything there is a small risk of an issue. We will have engineers on site during the day and we will be monitoring very closely though the day for any issues.

This post will be updated should any further information beccome available or any issues occur

[update 9:30am Utility Power to Huntingdon has now been shutdown we are running on our generator which switched over fine. We expect utility power to return at approx 4pm]

[update 4:20pm Utility power is now restored to our Huntington Data Centre and all services appear to be working fine with no outage experienced]

There appears to be an issue with our main 0800 number and our support number 0845 330 0666. This is being investigated and should be fixed shortly.

In the mean time or ‘real’ number 01480 222940 is working fine should you need to call us

This has been resolved

We will have engineers on site performing routine maintanance on our generator and UPS systems on 21st August 2009. This work should not be customer affecting in any way although with any work of this kind there is a small risk since engineers will be working close to live systems.

This work has been postponed until next week

We will be performing a planned upgrade to our ADSL Platform on Friday 29th Mary 2009. This will lead to a brief disconnect for users on our @dsl.merula and @dsl.wizards logins. This is planned too occur at about 9am. While we expect this ourage to be very brief (a few seconds) there is a small risk as with anything that this may take a little longer.

We are sorry for the timing of this but due to ensuring our suppliers are available to assist this is the only time this can be performed.