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.
Jul 1, 2016 | Outages
Due to a crash in one of our core routers in Telehouse North a few minutes ago this rebooted causing a very brief loss of service to come customers as the backup router took over the routing.
Customers directly connected would have seen a slightly longer outage. All routers are back up and running and full service should be restored. If you have a broadband service with us and are seeing an issue PLEASE try to reboot as this should solve any remaining issues.
We apologise if not all calls where answered during the issue- the team where busy answering calls and ensuring the issue was resolved as quickly as possible
Jun 30, 2016 | Information, Outages, Planned Work
We need to let you know about some maintenance work that will be taking place on our network. We will be upgrading one of our network back-haul links into the VMB node at our London, Telehouse North site.
Planned Work Start (Local UK): 12/08/2016 00:01 Planned Work End (Local UK): 12/08/2016 06:01
Impact: There will be a loss of service at some point during the timeframe stated above whilst we complete the maintenance work. You will see several interruptions to your service during the 2 hour outage window. We have planned and believe that all circuits will automatically return to service after the work is completed
Only those circuits supplied via VMB will be affected. Please email into support in the normal manner if you have any questions.
Jun 7, 2016 | Information, Outages, Unplanned downtime, Update
[update 17:40]
We believe that all connections have now been restored. If you still have VOIP problems, please raise a ticket in the usual manner.
We apologise for this down-time and are actively investigating alternatives and fail-over solutions as this is the second such outage in a few months.
[update: 16:00]
We understand that services are slowly being restored. This may take some time so please bear with us — we’re in the hands of the external supplier here. Further updates will follow as we get them through from the supplier network.
[update 14:52]
The supplier advises that the incident currently affecting their network is down to a Denial of service attack. They are now working with transit vendors to stop the attack and restore the network. Further updates will follow.
[update at 13:49]
Please be advised that the supplier is continuing to investigate the cause of this issue and apologise to all our customers who are affected by this. Further updates will follow.
We’re aware of issue affecting our core supplier which has dropped all of our VOIP circuits including our own PBX. There is no time to fix yet but we’ll update this ticket as we know more.
Mar 23, 2016 | Information, Outages, Planned Work
In preparation for additional fibre capacity being brought into the building tomorrow evening — with work commencing on both dates at 6pm — tonight we will force the traffic over our other two backup supplier back-haul channels to ensure that when the Virgin circuit is swapped over to the new fibre connections tomorrow, no down-time is seen.
This may result in some very temporary route instability and slight increase in routing times seen as the work starts & ends tonight and tomorrow. This should resolve automatically.
As always, if you have any concerns, please contact support in the usual manner.
Mar 16, 2016 | Information, Outages, Planned Work
Tonight we are performing an urgent security update on a number of our core routers that handle FTTC and ADSL connections.
This will manifest as a brief loss of connectivity, possibly twice during the evening but only for a period of a couple of seconds as the sessions are dropped and fail-over to one of our other routers.
The connection should automatically re-establish itself. If after a power-down of your router for 10 minutes and a re-boot you still aren’t able to re-connect, please email into support@merula.net for assistance.
