Sep 17, 2017 | Information, Outages, Unplanned downtime, Update
10:23am UPDATE: the supplier reports that the problem has been resolved and we believe that all circuits are now back online. Affected circuits may need to reboot their router to bring their session back on stream.
The following exchanges are affected by this issue since 6.21am this morning.
BT and the supplier engineers are en-route to work on-site. No time to fix yet but we will update here as we hear more.
Exchanges affected include Barrow, Buntingford, Bottisham, Burwell, Cambridge, Crafts Hill, Cheveley, Clare, Comberton, Costessey, Cherry Hinton, Cottenham, Dereham, Downham Market, Derdingham, Ely, Fakenham, Fordham Cambs, Feltwell, Fulbourn, Great Chesterford, Girton,Haddenham, Histon, Holt, Halstead, Harston, Kentford, Kings Lynn, Lakenheath, Littleport, Madingley, Melbourne, Mattishall, Norwich North, Rorston, Science Park, Swaffham, Steeple Mordon, Soham, Sawston, Sutton, South Wootton, Swavesey, Teversham, Thaxted, Cambridge Trunk, Trumpington, Terrington St Clements, Tittleshall, Willingham, Waterbeach, Watlington, Watton, Buckden, Crowland, Doddington, Eye, Friday Bridge, Glinton, Huntingdon, Long Sutton, Moulton Chapel, Newton Wisbech, Parson Drove, Papworth St Agnes, Ramsey Hunts, Sawtry, Somersham, St Ives, St Neots, Sutton Bridge, Upwell, Warboys, Werrington, Whittlesey, Woolley, Westwood, Yaxley, Ashwell, Gamlingay and Potton
We are aware some other exchanges may be impacted
Update – we have just started to see some circuits recover but have no update from the carrier as yet
Aug 21, 2017 | Information, Planned Work
One of our carriers is performing some planned works on their interconnect in Telehouse North. We have resilient interconnects in other locations, however during the work you may see your connections drop and re-connect over our alternative interconnect.
The work is scheduled for between 29/8/2017 22:00 and 30/8/2017 06:00.
Most circuits will automatically re-conect but a few may require a re-boot or 30-minute power down. If there are any issues please contact support via the normal routes
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
Jun 23, 2017 | Information, Outages
We are aware that our post.merula.net server was slow / unresponsive between approx 5pm and 8:30pm this evening.
This was due to a customer sending a significant volume of SPAM through the server. We have blocked the affected customer and cleared the Mail Queue on this mail server. Service is now restored.
NOTE that there is a small chance of some outgoing emails being lost while the queue was being cleared – although we believe all legitimate emails have been sent OK.
IF you have sent an email during this time via post.merula.net and have not received a reply you may which to re-send it to ensure it has arrived
We apologies for any issues caused here
Jun 13, 2017 | Information, Outages, Unplanned downtime, Update
RFO 09:40am:
To fix an issue with transient IPv6 and other intermittent routing issues we had seen recently, we were obliged to upgrade the software on one of our core routers. This holds live and backup routes that allow a smooth failover in the case of a single router failing in London. However it now (in an undocumented change from the software supplier) appears with the latest software that the routers set themselves as live on both primary and backup routers – resulting in a routing loop for some IP addresses which had static IP routes originating from this one affected router thus not correctly falling over as previously was the case.
Again, please accept our apologies for this short outage. It shouldn’t have happened.
We are aware of the cause, the problem has now been fixed on this, the one affected router and we have also made sure that all others in the network have been checked and we are confident all are now running properly.
UPDATE 09:27am:
We are aware of the root cause — located at a core switch in our London locations — and are working on bringing this back into service. No ETA yet but we expect this to be resolved shortly. Apologies for the downtime some of you are experiencing.
09:09am We are aware of reports of leased lines down and are investigating. More updates here as we know the cause & ETA to fix.
Jun 7, 2017 | Information, Planned Work
The works detailed below should have no effect on services delivered via the Merula network apart from a possible brief period of routing instability as they re-converge after the link comes back on-line
Service Affected:
Level3 Transit Bearer Manchester
Start of maintenance:
15/06/2017 22:00 BST
End of maintenance:
16/06/2017 03:00 BST
Duration of work:
up to 45 minutes within the outage window
Impact of work:
Outage to listed service
Classification of works:
Standard
Description of works:
Third Party maintenance on underlying fibre connections
Jun 6, 2017 | Information
Merula will be respecting a minutes silence at 11am today in memory of those who died and were injured in the London attack on Saturday evening.
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 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 18, 2017 | Information, Outages, Unplanned downtime
We apologise but are aware of a number of leased lines that have dropped because of a hardware fault on a core switch in London.
We will have this restarted within the hour and will be replacing this switch with a new one overnight. More status updates will be posted here.
[update] The initial issue was resolved before 6pm and the replacement hardware was installed in London this evening. This is being monitored but we hope this will resolve the issue once and for all
May 12, 2017 | Information, Planned Work
One of our carriers (TalkTalk) is performing some emergency planned works on their interconnect in Telehouse North. We have resilient Interconnects in other locations however during the work you may see your connections drop and re-connect over our alternative Interconnect
The work is scheduled for between 16/05/2017 20:00 and 17/05/2017 06:00
If there are any issues please contact support via the normal routes
