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.
Oct 11, 2017 | Information, Outages, Unplanned downtime, Update
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
Sep 23, 2017 | Outages
We have lost power to our rack in Harbour Exchange Square. Our UPS held power for a while but the batteries are now exhausted meaning that services that are provided from Harbour Exchange Square are currently affected – this primarily relates to some of our Leased Lines which are single homed. Most other services have re-routed via alternative Data Centres.
The Data Centre Technicians are working to restore power to the rack asap and we will then expect to see services recover here.
We will update this further as we have the updates.
Note this does not affect services (including leased lines) from other data centres – although there may have been some network instability initially
We are sorry for this issue
UPDATE 14:15 We are starting to see power restored to our rack though there are still some service affected – many are now restored. We are working through these issues and will update this further – However in many cases you should see service restored now
UPDATE 14:22 Equinix (Our Data Centre Supplier in HEX) have just emailed a Incident Update confirming a possible power issue at the facility. We are continuing to see services restore. There are a few remaining services down and we continue to work to resolve these asap. NOTE we have used the opportunity with the power loss to complete the UPS batter replacement – so that there will be no further maintenance on the power within our rack and in the unlikely event of another power fail we now have new batteries in the UPS
UPDATE 15:30 We have restored most services now although it seems the power failure has caused a switch to fail in the rack. All critical services have been moved off of the affected switch and a replacement is being organised to swap out hopefully later this afternoon/evening. There should now be no affected services – However the network should be deemed at risk due to the reduction in redundancy. We will update this once the switch replacement starts
UPDATE 21:10 A replacement switch is now in place and configured in Harbour Exchange square and the remaining services (and resilience) are now restored. There is a need to investigate the power issue further and the data centre may need to change the breaker we are connected to. However this will be a separate planned works and will be announced later. This may be at sort notice BUT will be out of core hours – and will not be today.
We believe service is now fully restored – IF anyone has any ongoing issues please raise them to support via the normal means.
Sep 17, 2017 | Information, Outages, Unplanned downtime, Update
10:23am UPDATE: the supplier reports that the problem has been resolved and we believe that all circuits are now back online. Affected circuits may need to reboot their router to bring their session back on stream.
The following exchanges are affected by this issue since 6.21am this morning.
BT and the supplier engineers are en-route to work on-site. No time to fix yet but we will update here as we hear more.
Exchanges affected include Barrow, Buntingford, Bottisham, Burwell, Cambridge, Crafts Hill, Cheveley, Clare, Comberton, Costessey, Cherry Hinton, Cottenham, Dereham, Downham Market, Derdingham, Ely, Fakenham, Fordham Cambs, Feltwell, Fulbourn, Great Chesterford, Girton,Haddenham, Histon, Holt, Halstead, Harston, Kentford, Kings Lynn, Lakenheath, Littleport, Madingley, Melbourne, Mattishall, Norwich North, Rorston, Science Park, Swaffham, Steeple Mordon, Soham, Sawston, Sutton, South Wootton, Swavesey, Teversham, Thaxted, Cambridge Trunk, Trumpington, Terrington St Clements, Tittleshall, Willingham, Waterbeach, Watlington, Watton, Buckden, Crowland, Doddington, Eye, Friday Bridge, Glinton, Huntingdon, Long Sutton, Moulton Chapel, Newton Wisbech, Parson Drove, Papworth St Agnes, Ramsey Hunts, Sawtry, Somersham, St Ives, St Neots, Sutton Bridge, Upwell, Warboys, Werrington, Whittlesey, Woolley, Westwood, Yaxley, Ashwell, Gamlingay and Potton
We are aware some other exchanges may be impacted
Update – we have just started to see some circuits recover but have no update from the carrier as yet
Jun 23, 2017 | Information, Outages
We are aware that our post.merula.net server was slow / unresponsive between approx 5pm and 8:30pm this evening.
This was due to a customer sending a significant volume of SPAM through the server. We have blocked the affected customer and cleared the Mail Queue on this mail server. Service is now restored.
NOTE that there is a small chance of some outgoing emails being lost while the queue was being cleared – although we believe all legitimate emails have been sent OK.
IF you have sent an email during this time via post.merula.net and have not received a reply you may which to re-send it to ensure it has arrived
We apologies for any issues caused here
