RESOLVED: 13:14pm
We are not aware of any ongoing issues now and believe that the cause of this problem has been identified and remedial action taken. Once again, apologies to anyone affected this morning.
UPDATE:
We have removed one of the backhaul lines from our network as this appears to be causing routing issues; we are seeing the majority of the affected lines coming back to their normal latency and response times.
We will continue to update here and apologise again for this affecting you at the start of the working week.
We are aware of an as yet unidentified issue affecting large numbers of our circuits leading to slow-downs, poor quality links and high latency. We are working on this now and will update here as soon as we have more information to share. We apologise that this is affecting you on a Monday morning.
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.
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.
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.
UPDATE:
We have seen the services starting to recover and our normal traffic profile is virtually back to normal. Any subscribers still to reconnect may require a router reboot if the issue persists.
The fault is still open with our supplier until the overall service has been restored. Our apologies again to those affected.
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One of our back-haul providers is aware of an ongoing issue affecting a small section of our lines which is causing either packet loss or intermittent connectivity or sometimes both. NOTE: This isn’t affecting all lines but the following STD codes are those seeing issues through this supplier. We expect an update by 14.30. In the meantime, we apologise if your line is one of those affected.
01171 01173 01179 01200 01214 01282 01372 01483 01485 01512 01513 01514 01515 01517 01518 01519 01527 01553 01604 01628 01905 01932 02010 02011 02030 02031 02032 02033 02034 02035 02070 02071 02072 02073 02074 02075 02076 02077 02078 02079 02080 02081 02082 02083 02084 02085 02086 02087 02088 02089 02311 02380