Need help or advice?
Call us FREE 0800 298 2375

Planned Work

Switch issue – Telehouse West [16/11/18] COMPLETED

We are seeing an issue with one of our Juniper switches in Telehouse West which affects IP addresses directly hosted on the switch. A health check on the swotch shows no issues but routing is impacted.

Currently we have worked round the issue and it is not customer impacting – However we would like to resolve this fully.

As such we will have an engineer on site Friday evening to check and resolve this. We have a spare switch to swap out with if this is a hardware issue

We will update this ticket as the work progresses

Most customers will not notice any issue other than a minor routing change. There are 3-4 directly connected customers who have been notified directly

[update]

This work completed at approx midnight on Friday. The switches have been replaced and the new 10G switches are installed. There was a unexpected issue with Broadband connections terminated in Telehouse East which we are investigating to ensure it does not re-occur

ADSL Planned Work 18/06/18 – 19/06/18

Overnight on the 18th June – 19th June the link to one of our Wholesale providers is being worked on due to a switch firmware upgrade and reload.

We have dual links to the provider and the work will only affect one line at a time.

During the work (between 10pm on 18th and 6am on the 19th you may see your connection drop as they upgrade and reboot their switches

You should see your connection re-connect  after a few seconds on our other link to them.

If your router does not re-connect automatically please turn your router off for 20 minutes to clear any stale session and then re-connect. If this fails – please call or email support in the normal way. We will update this ticket as we receive updates

 

Avro Court Upgrades

Following from the upgrades in London and Manchester the final upgrade will be to our Huntingdon Data Centre. We have a number of planned changes over the coming week.

1) Individual Rack Upgrades

A number of our hosting racks have older cisco switches in them – we are planning on upgrading them over this weekend / early over the coming week. We expect this will cause a number of short breaks to service to individual servers. We will have the new rack in place in each rack before and then simply move the patch cable for each server to the new rack. Once all servers are moved to the new switch – the old switch will be removed.

2) Power upgrades

In preparation for the new core switch units we will be adding additional power to our core racks. This should not cause any issues – However our specialist engineers will be working near the main power distribution board as such this should be considered at risk. All work will be carried out outside normal working hours

3) Core Router and Switch replacement

Once the prep work has been completed we will be replacing the core routers and switches with much faster and newer models. During the replacement process this will mean there are short periods of downtime as services and moved to the new switches and routers. We will create a separate ticket for this work as soon as we have a definate date – however we wanted to provide some notice – we anticipate this being later in the week or over the weekend – it will be outside standard working hours.

We will update this ticket as these progress

Emergency work 15/02/2018

Our supplier has identified a potential issue with a fibre bearer which holds some backup links to our Huntingdon Data Centre. They are making a config change to correct this overnight.

As these are backup links it should not have a significant impact but there is some chance of packet loss as the link drops / returns as the network re-converges.

We will update this post as the work progresses

Planned Work – 9/2/2018 10PM

We have noticed a small issue on a switch port connected to some leased lines. The issue is not currently service affecting – and needs a simple one line config change to resolve.

As there is a very small risk to a few seconds of packet loss during the change this will be performed tonight

Only leased lines connected to a single bearer in Telehouse North will be affected and we don’t expect more than a few seconds of packet loss during the change

Any questions or issues please contact support via the normal means

PLANNED WORK: Core switch upgrades.

Following the rapid growth on the Merula network we have been planning a major upgrade to our core switching platform to Juniper devices.  These will allow us to dramatically increase the capacity between sites and add further stability to our network.  Over the coming week, work will take place to introduce them into our network.
This will in due course lead to some limited downtime as links are migrated. We will update here with specific slots for this but wanted to provide some initial details for this work.
Any initial questions, please email support via the normal means.

PLANNED WORK: 1/2/18 UPDATE

Further to the outage yesterday and the corrective work by the carrier we will attempt to bring the link that failed back into service this evening. If all works to plan there may be a brief network disruption while the network reconverges. If the link fails again we will remove it from the network and continue work with our supplier.

The link was brought on line approx 12:30am this morning – However the previous issue re-occurred. This has been raised to the supplier who believe this is resolved this correctly now, We will plan a further maintenance shortly to bring the link back into service. In the mean time there is no reduction to service – but there is a slight reduction in resilience to our Manchester PoP

OUTAGE: Network drop 31/1/18

During planned work deemed low risk by a supplier they managed to inject a loop into one of our links. This caused a significant level of packet loss into our network at approx 22:50 on 31st January.
The link was removed from use and service was resumed albeit with reduced resilience.  The issue has been reported to the carrier who have identified a potential problem and resolved this.

UPS & Generator Maintenance – Avro Court

Our specialist contractors will be working on the Generator and UPS at Avro court late this afternoon for the regular maintenance. This is part of our plan to ensure that the best service is available to customers.

While this work should not have any affect on our services there is a reduction of resilience during the work and there are engineers working on them so there is a very low risk of this affecting our services.

We will update this post once the work completes

 

COMPLETED: possible ADSL/FTTC outages: THE maintenance 25/11/17

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.

EMERGENCY CONTACTS

The main support number is 0845 330 0666 (geographical 01480 355566)

There’s a second, fallback (geographical) number: 01480 411616. All numbers ring directly at our support centre, manned 24hrs x 365 days a year.

We'd also suggest that all customers subscribe to our mailing list (link above); status messages and updates will be delivered by email.

Subscribe