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RESOLVED: Power Issue – Harbour Exchange Square

We have become aware of another power issue in Harbour Exchange Square. This occurred this afternoon while no work was being performed by ourselves.

We have raised this to the Data Centre (Equinix) requesting an urgent update. We also have an engineer en route to the site to assist as needed.

Most broadband and leased lines should be working although there will be issues for any service ONLY connected at HEX.

More as soon as we have an update

update: 6:30pm The core issue is now resolved and we are seeing all services in HEX back up and running. We are continuing to check for any remaining issues. There was a issue earlier affecting new FTTC/ADSL logins that was resolved. If you are still seeing an issue please call or email support via the normal routes.

We are continuing to work with Equinix to understand the root cause of the issue

Routing instability

We have seen some routing issues on our Telehouse North core today affecting circuits terminated in this location or traffic passing through thn-gw1 or thn-gw2.

The primary issue has now been resolved and all traffic should be routing correctly. We anticipate some follow up work and we will communicate this as soon as it is planned

We apologise for the issues that some customers may have seen

[update] As a side effect of this with the router reload – it seems that one of the core routers decided to load a OLD version of the config which cased an issue for a number of directly connected customers. The config has now been restored to the latest version and we believe routing is now stable and correct

 

 

 

1 minutes silence at 11am 25th May

Merula will be respecting a minutes silence at 11am 25/05/2017 in memory of those who died and were injured in the Manchester bombing on Monday.

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.

Packet Loss on some Fibre Lines [resolved]

We are seeing a low level of packet loss on some fibre lines in the Cambridge (01223) area. This appears to be visible in the evening. We have raised this to the Wholesale carrier who have advised us that they are aware and are investigating the root cause.

We will update this case as we hear more – so far we have identified 5 lines affected by this issue

The Carrier has identified an issue on one of their routers and has moved the traffic for the affected circuits over an alternative route. We have now seen the packet loss disappear

 

UPDATE: Merula support contact details

We have slightly changed some of the detail on our support contact page and for ease of reference append this below:

This site is designed to keep you updated on both planned work and any network outages or service(s) issues at Merula or with our suppliers.

The main support number is 0845 330 0666 (geographical 01480 355566)

There’s a second, fallback (geographical) number: 01480 411616, which rings directly at our support centre. In the event that the phone system here (and the primary support number which routes via here) is unavailable for whatever reason 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.

Support questions can also be emailed to support@merula.net to raise a ticket.

Update: PLANNED WORKS: transit backhaul maintenance work 22nd November

UPDATE: the supplier has advised that the work was incorrectly dated as tonight — it’s actually due to occur over the night of 22nd/23rd.

We’ve been notified of some urgent works occurring tonight on one of our backhaul supplier network interconnects.

This will only impact a very small number of our users who are routed through this. If after the work is due to complete, you’re still seeing issues, please reboot your router & if that fails to bring you back on-line, then contact support in the normal manner.

Maintenance window start: 22/11/2016 23:00

Maintenance window end: 23/11/2016 06:00

Expected impact duration: 5 minutes outage

 

Your service will be at risk of additional or extended outages for the duration of the maintenance window.

PLANNED WORKS: transit backhaul maintenance work 25th October

One of our interconnects in Manchester may see temporary up-ticks in latency and longer routing choices because of the work planned below. This will not affect connectivity and will revert to normal after the work window has closed.

Service Affected:
Level3 Transit, Manchester Bearer

Start of maintenance:
25/10/2016 – 00:01 GMT

End of maintenance:
25/10/2016 – 03:00 GMT

Duration of work:
Up to one hour within stated window

Impact of work:
Outage / Disruption to services

Classification of works:
Repair / Planned (Third Party)

Description of works:
Level 3 Communications will implement scheduled maintenance to perform upgrade work on core network equipment to free up memory and prevent future service interruptions to customer services.

Telehouse Maintenance 9/10/2016

We are receiving alerts from our UPS in Telehouse. We have therefore scheduled a maintenance to visit the site and either replace the batteries on the UPS or replace the UPS as needed. Depending on the situation there may be an outage for Telehouse North based services late this evening for upto 90 minutes although we will of course keen this to an absolute minimum.

NOTE this UPS is in addition to the building UPS and Generator.

This work will affect most broadband services and some Leased lines.

We are sorry for the short notice but want to resolve the possibility of an issue as quickly as possible and at a time when least people are using the service

We will update this post as the work progresses

UPDATE: 12th August Telehouse North – Virgin Media Business

We’re reminding you of the planned work due on 12th. Full details are available here: http://noc.merula.net/2016/06/notification-of-planned-work-12th-august-telehouse-north-virgin-media-business/

Apart from the downtime shown there we don’t expect any other issues to be seen.

UPDATE: Windows 10 “Anniversary Release” drops 2nd August

On Tuesday 2nd August, Microsoft release the new version of Windows 10 and we expect there to be a significant up-tick in traffic because of this, both throughout the whole day and probably well into Wednesday.

We have plenty of spare capacity within our network and don’t envisage any problems directly affecting circuits supplied by us but the backhaul providers will be under pressure, so be aware that transit may be slower than usual until this traffic dies down naturally.

There is still time to move to one of our unlimited tariffs before this onslaught hits!

If you’d like to upgrade, then please get in touch straight away. Email us using this link or call our free sales line on 0800 298 2375.