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Planned Work

Manchester Router Reboot – 16/11/2020 22:00

We are seeing the memory usage on our core router in Manchester higher than we would like. To avoid a issue in the future we are planning to reboot this router later this evening,

As there’s no customers directly connected to the router there should be no impact to most customers – However you may see different routes to some locations while the router reboots.

We will update this post when the work is complete

 

Gigaclear Circuit Planned Works 10/11/2020 [completed]

We are moving out Gigaclear core link to a new data centre and a faster link. As part of this there will be a brief outage as the config is moved between the two ports.

We plan to complete this work approx 10pm tonight (10/11/2020). We will update this post as the work progresses or if there are any changes needed to this schedule

 

[update]

This work is now completed – all Gigaclear services are back up and running on the new faster link

 

UPS Maintenance – 15/07/2020

As part of our contract with our specialist contractors the UPS in Avro court is having a regular service on 15/07/2020.

This involves checking the UPS is functioning correctly, battery health etc

This should not cause any interruption to service but as work is being undertaken here there is always a very small risk. Note our UPS is now set as n+1 resilience and only one unit will be worked on at any time so we should retain full UPS availability at all times

Work is expected to take place between 2pm and 5pm on the day. Our own engineers will be on site throughout to monitor the work

We will update this as the work completes

 

[Update]

This work was completed with no issues

Planned Work – Broadband Interconnect Upgrades – 15/07/2020

As part of a upgrade from multiple 1G Interconnects to multiple 10G Interconnects one of our wholesale supplier will be swapping the optics on two of our links to them during the day on 15th July.

We will be doing our best to move sessions away from the link being worked on – however some customers may see one or two brief PPP drops as the optics are swapped and the link brought back as a 10G Link

Note this does not affect all broadband services. We apologise for this being during the day however we are limited by the supplier to the times available to perform this.

We anticipate the drops being between 10:30am and 2pm. However as mentioned all connections should automatically fail over to an alternative interconnect and re-connect within seconds. If your router does not auto connect please perform a full reboot and if that fails – contact support via the normal routes.

We will update this post as the work progresses

 

[Update 10:30 15/7]

The supplier has delayed this work until approx 2:30 this afternoon – we will confirm the new time slot once confirmed. We apologise for the change of the time slot

 

[Update 16:30]

This change completed before 4pm today all Interconnects are now upgraded to 10G

 

Router Upgrade/Reboot 11/04/2020 [completed]

Our core Juniper Router in Harbour Exchange Square has been showing a very low level of alerts and a higher than normal CPU load. This is not service affecting currently.

In order to attempt to clear this we will upgrade the Juniper firmware and reboot it late Saturday evening. This should take no longer than 30 minutes. Most services are dual homes. However a small number of services are directly connected to this router – these will suffer an outage during the reboot.

You may also see ‘different’ routing to some locations during this time as well.

We will update this post as the work progresses

[Update]

This work is now completed with no issues – the firmware upgrade appears to have resolved the issue. We are monitoring overnight

OUTAGE: scheduled maintenance DSL overnight 10th April 2019

As part of our commitment to service improvement, we would like to inform you that we will be performing planned critical maintenance as part of capacity upgrades on our core network

Maintenance window start: Wednesday 10th April 2019 23:00 GMT

Maintenance window end: Thursday 11th April 2019 06:00 GMT

Expected impact duration: The work will impact some of our DSL subscriber customers, and they will see an intermittent service within the maintenance, with a short period of down time. Service should be restored automatically but it may require a router re-boot. If after this action, service hasn’t been restored, please raise a support case in the normal manner.

OUTAGE: scheduled maintenance broadband 16th/17th Feb 2019

We will be upgrading some of our core routers that terminate broadband sessions during the course of the weekend – each will be down for less than 30 seconds for an important firmware upgrade. These will be staggered over the two days. Most affected customers will reconnect within seconds automatically. If you have any issues, please reboot your router and if that fails for any reason, please call into or email support in the normal way. This will only affect ADSL, FTTC & FTTP lines.  

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 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.

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