Dec 4, 2017 | Information, Update
In the event that the phone system here (and the primary support number which routes via here) is unavailable for whatever reason as happened today as our VOIP system failed as part of the outage, there’s a second, fallback (geographical) number: 01480 411616, which rings directly at our support centre. 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.
If you have any questions please email support@merula.net.
Dec 4, 2017 | Information, Outages, Update
UPDATE2: initial indications on further analysis are that the DDoD that was targeted at the network core which triggered one of our core routers to cease routing packets correctly. However, it did not shut-down the BGP protocols as part of this with the result that network traffic was black-holed for a large number of destinations for a period of around 30 minutes. Service was restored after the routing processes were re-started in sequence. We will continue to investigate further and update here but we believe that all services are now returning to normal. Some routers may have a stale session and will require a reboot to bring them back on-line.
UPDATE: we appear to have been the subject of a wide-spread DDoS attack (the source of which we’re currently still investigating). This caused two of our core routers to become unresponsive and this adversely affected DNS and routing outside our network. We have mitigated the attack here and all of the network is coming back on-line now. Please accept our apologies for this outage — we are aware that it affected a large section of our user-base.
We are aware of an issue affecting large sections of our network centred in London. We are working urgently to fix this and will update here as work progresses.
Nov 30, 2017 | Information
Please note that the offices in Huntingdon will be closed between 5PM 22nd Dec and 9AM January 2nd 2018.
Over this period, urgent telephone support calls will still be answered when calling 0845 330 0666. Email support tickets will be handled intermittently, so if the need is urgent, please call the support line who will escalate if appropriate under the SLA.
Our supplier portals will also be “frozen” so we won’t be processing any new orders during this period.
We wish you all a restful & happy Christmas and New Year.
Nov 23, 2017 | Information, Outages, Planned Work, Update
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.
Nov 23, 2017 | Information, Outages, Planned Work
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.
Nov 11, 2017 | Information, Planned Work
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.
