Merula will be respecting a minutes silence at 11am 25/05/2017 in memory of those who died and were injured in the Manchester bombing on Monday.
Please be aware that if you are in contact with one of our agents at this time you may be asked to wait until the minutes silence has been observed.
We are seeing a low level of packet loss on some fibre lines in the Cambridge (01223) area. This appears to be visible in the evening. We have raised this to the Wholesale carrier who have advised us that they are aware and are investigating the root cause.
We will update this case as we hear more – so far we have identified 5 lines affected by this issue
The Carrier has identified an issue on one of their routers and has moved the traffic for the affected circuits over an alternative route. We have now seen the packet loss disappear
We have slightly changed some of the detail on our support contact page and for ease of reference append this below:
This site is designed to keep you updated on both planned work and any network outages or service(s) issues at Merula or with our suppliers.
The main support number is 0845 330 0666 (geographical 01480 355566)
There’s a second, fallback (geographical) number: 01480 411616, which rings directly at our support centre. In the event that the phone system here (and the primary support number which routes via here) is unavailable for whatever reason this should be used.
We also suggest that all customers subscribe to our mailing list ensuring that copies of these status messages and updates are delivered to you by email or alternatively if you prefer, to your favourite RSS reader.
Support questions can also be emailed to support@merula.net to raise a ticket.
UPDATE: the supplier has advised that the work was incorrectly dated as tonight — it’s actually due to occur over the night of 22nd/23rd.
We’ve been notified of some urgent works occurring tonight on one of our backhaul supplier network interconnects.
This will only impact a very small number of our users who are routed through this. If after the work is due to complete, you’re still seeing issues, please reboot your router & if that fails to bring you back on-line, then contact support in the normal manner.
Maintenance window start: 22/11/2016 23:00
Maintenance window end: 23/11/2016 06:00
Expected impact duration: 5 minutes outage
Your service will be at risk of additional or extended outages for the duration of the maintenance window.
One of our interconnects in Manchester may see temporary up-ticks in latency and longer routing choices because of the work planned below. This will not affect connectivity and will revert to normal after the work window has closed.
Service Affected:
Level3 Transit, Manchester Bearer
Start of maintenance:
25/10/2016 – 00:01 GMT
End of maintenance:
25/10/2016 – 03:00 GMT
Duration of work:
Up to one hour within stated window
Impact of work:
Outage / Disruption to services
Classification of works:
Repair / Planned (Third Party)
Description of works:
Level 3 Communications will implement scheduled maintenance to perform upgrade work on core network equipment to free up memory and prevent future service interruptions to customer services.
We are receiving alerts from our UPS in Telehouse. We have therefore scheduled a maintenance to visit the site and either replace the batteries on the UPS or replace the UPS as needed. Depending on the situation there may be an outage for Telehouse North based services late this evening for upto 90 minutes although we will of course keen this to an absolute minimum.
NOTE this UPS is in addition to the building UPS and Generator.
This work will affect most broadband services and some Leased lines.
We are sorry for the short notice but want to resolve the possibility of an issue as quickly as possible and at a time when least people are using the service
We will update this post as the work progresses