Jul 13, 2017 | Uncategorized
We have seen some routing issues on our Telehouse North core today affecting circuits terminated in this location or traffic passing through thn-gw1 or thn-gw2.
The primary issue has now been resolved and all traffic should be routing correctly. We anticipate some follow up work and we will communicate this as soon as it is planned
We apologise for the issues that some customers may have seen
[update] As a side effect of this with the router reload – it seems that one of the core routers decided to load a OLD version of the config which cased an issue for a number of directly connected customers. The config has now been restored to the latest version and we believe routing is now stable and correct
May 25, 2017 | Uncategorized
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.
May 6, 2017 | Uncategorized
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
Apr 12, 2017 | Uncategorized
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.
Nov 21, 2016 | Uncategorized
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.
Oct 18, 2016 | Uncategorized
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.
