Jun 13, 2017 | Information, Outages, Unplanned downtime, Update
RFO 09:40am:
To fix an issue with transient IPv6 and other intermittent routing issues we had seen recently, we were obliged to upgrade the software on one of our core routers. This holds live and backup routes that allow a smooth failover in the case of a single router failing in London. However it now (in an undocumented change from the software supplier) appears with the latest software that the routers set themselves as live on both primary and backup routers – resulting in a routing loop for some IP addresses which had static IP routes originating from this one affected router thus not correctly falling over as previously was the case.
Again, please accept our apologies for this short outage. It shouldn’t have happened.
We are aware of the cause, the problem has now been fixed on this, the one affected router and we have also made sure that all others in the network have been checked and we are confident all are now running properly.
UPDATE 09:27am:
We are aware of the root cause — located at a core switch in our London locations — and are working on bringing this back into service. No ETA yet but we expect this to be resolved shortly. Apologies for the downtime some of you are experiencing.
09:09am We are aware of reports of leased lines down and are investigating. More updates here as we know the cause & ETA to fix.
May 18, 2017 | Information, Outages, Unplanned downtime
We apologise but are aware of a number of leased lines that have dropped because of a hardware fault on a core switch in London.
We will have this restarted within the hour and will be replacing this switch with a new one overnight. More status updates will be posted here.
[update] The initial issue was resolved before 6pm and the replacement hardware was installed in London this evening. This is being monitored but we hope this will resolve the issue once and for all
Apr 4, 2017 | Information, Outages, Planned Work
We are seeing a few ADSL/FTTC lines that we are unable to monitor internally to track performance and transfer speeds. To overcome this we may need to reboot an internal switch that will mean that the PPP sessions on these few lines will momentarily drop. The circuits should all come back on-line automatically, but if you find an issue please re-boot your router to establish the session.
Mar 3, 2017 | Information, Outages, Planned Work
We are seeing BGP issues affecting one of our core routers in HEX, London. This may involve the need to reboot this equipment late this evening. This will affect a few of our leased line customers only.
Nov 22, 2016 | Outages
Our monitoring started reporting that one of our core routers in Telehouse (thn-gw2) failed just after 19:15 this evening. We have now rebooted this and the router appears to be back and stable. We will investigate the cause of this and update the ticket as needed.
Most customers would not have noticed this (other than some slightly different routing) and possibly a few short periods of packet loss as routes re-converged. A small number of connections are directly connected and may have seen a longer outage as the router was restored.
We believe full service is now resumed – If you are seeing any ongoing issue please contact support in the normal way
We are sorry for any issues caused by this
Oct 19, 2016 | Information, Outages, Unplanned downtime
UPDATE:
Divert Service Failures
Details: SIP Diverts are now working as normal and our engineers will closely monitor our VoIP network for any re-occurrences. If you were affected by the issue please retest and if the problem is still present contact our Support Team.
One of our suppliers is aware of a network problem as below. We’ll update here as they troubleshoot this. In the meantime, please accept our apologies if your circuits are affected.
Network Affected: VoIP
Problem Time: Wed 19th Oct 2016 at 9:30 am
Estimate Resolve Time: Wed 19th Oct 2016 at 10:00 am
What Does It Affect: Customers using SIP divert service
Event Overview: Divert Service Failures
Details: Some of our customers may be experiencing problems with our SIP Trunk Divert Service where inbound calls are failing. Our engineers are currently investigating and there will be further updates shortly.
