Jul 14, 2020 | Planned Work
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
Apr 10, 2020 | Planned Work
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
Mar 28, 2019 | Information, Outages, Planned Work
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.
Feb 15, 2019 | Information, Outages, Planned Work
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.
Nov 15, 2018 | Planned Work
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
Jun 16, 2018 | Planned Work
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
