Connectivity Issue – 11/1/2022

We saw a drop in most traffic to transit providers between 19:15 and 19:40 this evening.

This showed  as a drop in traffic over that period for any traffic via Transit (connectivity reached over our own peering was fine.The effect would have been the inability to reach certain sites dueing this time.

The issue resolved itself while we started investigating. We believe this issue was caused by an upstream network as opposed to something inside our own network

We are closely monitoring and investigating this issue and working with our upstream providers. As and when we hear back we will update this post

Earlier packet Loss [19/10/2021]

We are aware of an issue that caused a period of packet loss and potentially slow connecticity for services located or Routed via Telehouse East earlier today.

The network is now stable and not showing any issues. We are working with the Data Centre and the NOC team to fully understand the trigger for this period of instability. IF any work is needed following on from this we will update this ticket.

 

Phone Issues

Due to an on-going incident with one of our SIP providers we are aware that calls to some of our own numbers may have call quality issues, The supplier is working to resolve this. In the mean time if you wish to call us please feel free to call us on 0330 341 6666 for support or  0330 341 0000 for our main number which uses an alternative carrier.

This will still reach the same teams here to help with any query

 

Network Issue [26/09/2021] – RESOLVED

We are aware of a network issue that is causing connectivity issues for some customers currently – the effect depends which PoP your connection is on.

Our engineers are aware and have been working to resolve this urgently. We expect to have an update in the next 30 minutes

[update 2:30pm]
We believe the vast majority of the packet loss and issues seen has now cleared.We are aware of a few sites that can’t be reached and there is ongoing work – with the potential for planned work later today. If you do have a site you can’t access etc please do email support or call in since the extra information will ensure that we check and clear all remaining issues.

[update 9:30pm]
Work on the network has now finished for tonight. The network has remained stable most of the day with the exception on a small number of sites which showed issues. Troubleshooting has been performed this evening and passed to the router vendor to help locate the underlying issue. However we do understand the trigger and have worked round these for now. If you are still seeing any issues please let us know. We will close this issue shortly and raised a planned work as needed in due course,

This issue is now fully resolved and out network is now live on our new network core

Network Upgrades – Telehouse North – 31/7/2021 – COMPLETED

On the 31st July we will be performing some upgrades to our network in Telehouse North

This will involve installing a new 10G Juniper Switch and installing an additional core router. The work is planned and there should be minimal disruption to services, We will be moving traffic away from the impacted links as the work progresses. This will mean that there will be periods while you may see different routes for traffic.

There is the chance of some very short periods of network disruption when some core fibre links are moved – but again this should only impact a small number of customers who have been advised in avance

This work is part of a rolling program that will significantly enhance the capacity and reliability of our network

We will be updating this post as the work progresses

[Update 1/8/2021]

The install of the 10G Switch is completed. We did not manage to install the new router due to some issues seen – we will re-pan this work for the next few days and update here once it is scheduled

Planned Work – Telehouse East Router 23/05/2021 22:00 – 23:59 – COMPLETED

Our core Juniper Router in Telehouse East is beginning to show high Memory Utilisation. We will therefore perform a planned software upgrade and Reboot on this router on Sunday Evening. Expected downtime is approx 20 minutes.

In most cases the actual outage will be much shorter (or not noticed) since many services will route round the affected router.

However directly connected customers may see a full outage for the 20 minutes of the router reboot. We will update as this completes

[Update 23/5/2021 – 23:40]
This work has completed as planned