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UPS Maintanance – Avro Court – 18/06/18

As part of our contract with our specialist contractors the UPS in Avro court is having a regular service on 18/08/18.

This involves checking the UPS is functioning correctly, batter health etc

This should not cause any interruption to service but as work is being undertaken here there is always a very small risk.

Any work that is deemed to have a potential of interruption will take place after 5pm. Our own engineers will be on site throughout to monitor the work

We will update this as the work completes

 

Manchester Upgrade 16/06 – 17/06 – completed

Continuing the recent network upgrades on our network the core routers and switches in Manchester are due to be upgraded over the weekend to our new Juniper core.

During the upgrade process there will be breaks in access to some of our backup transit connections in Manchester and a number of leased lines connected in Manchester. All leased line connections in Manchester are backup links so we do not expect and connections to customers to go down – However there will be a lack if resilience while this upgrade is in place. We will upgrade this notification as the work progresses

[Update] This work is completed and all services at Manchester have been updated. There was an unplanned issue routing to a small number of locations during this work but this was identified and resolved. If you are seeing any issues please contact support via the normal routes

Network Migration – Telehouse North 30/03/2018

Further to the recent posts – we are planning the final Network upgrades in our core network later today. This will decommission the last of our old network in London. This involves the move of our final leased line bearers and the final Broadband Interconnects.

For Broadband Interconnects you may see your session drop – However we have alternative Interconnects to all wholesale providers in our other PoPs so these should re-connect almost instantly on an alternative link.

Leased Lines terminating in Telehouse will have an outage of at maximum 30 minutes while they are moved between the old and new network. In many cases the outages will be much shorter than this

We will update this post as the work progresses

 

 

Network Migration – Ongoing

During the next few weeks we will be migrating our core network onto new, faster Juniper router and switches. The new routers and switches are already in place in our data centres and configured. The current work involves moving links in a controlled manner between the old and new network . The majority of this i moving peering and transit connections one by one. This will not cause any outages – just subtle routing changes as the traffic moves away from a transit – the link is moved and the transit (or peering re-appears via the new network.

Once this is completed there will be some brief blips on leased lines and broadband connections as they are moved to the new network – these will be communicated as these are planed – most outages will be less than a couple of minutes in these cases as the cables are moved.

The end result will be a more modern network with far greater capacity for growth

We will update this site as the plans progress

 

 

Planned Work – HEX Data Centre 11/03/2018 – Completed

As part of the upgrades and improvements to our network we are moving our connectivity in this data centre to a new rack with dual power feeds and additional cooling.

We already have a new router and switch in this rack – However subject to resources we will be moving some of our hardware and links between the two racks this coming Sunday. The work will start in the late afternoon and into the evening.

During this time various parts of our network and services connected directly to this network PoP may experience a period of downtime. Traffic may also take alternative routes to some locations and there’s a chance of some congestion for some traffic.

This PoP currently hosts

– some Transit and peering links which will simply take alternative routes

– One of our DNS servers (the other servers will work fine)

– Some TalkTalk based ADSL traffic – in these cases PPP sessions will drop BUT should auto re-connect on the Telehouse link

– Approx 21 leased line circuits that will be contacted directly

We will confirm the date once we have confirmation of resources from the data centre provider to help move some fibre cross conencts

We will keep the downtime to a minimum and we will update this post as much as we can

Any questions please email support in the normal way

 

[update]

This work is completed. All services in HEX are now in our new rack and core network

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.

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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