All Systems Go (except any listed below)....

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2nd Oct 2024 at 12:10 - Connection and other issues (this issue is now Resolved)

Update 14:40 ( We've had the below confirmation of closure of this incident at this time: "An issue has been identified with multiple customers reporting connectivity issues with broadband. The Technical Lead has identified external DNS events occurring upstream from DCS infrastructure. This caused a drop in broadband traffic Monitoring shows that the traffic returned to expected levels at 12:56 Network teams are actively monitoring and have mitigation processes in place if a another drop is detected"

Update 13:05
We are seeing network traffic beginning to return to normal, further investigation is continuing into the root cause however other services and providers outside of our network have been seen to have been impacted at the same time so there may be a wider source.
Further detail will be provided by 3pm.

02/10 12:10
We've recently had reports of some broadband connections without service starting around 11:55, this has been raised as a Priority 1 issue into our network teams.
Further update to be provided by 13:10

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24th July 2024 at 14:00 - Can't get to Web Pages or other services (this issue is ongoing for effected customers although they look to be connected ok?).

Update 18:00.
All effected customers appear to be back online and connected.
This is now considered to be resolved. (Apologies for any inconvenience caused).

Update 16:00.
Connection and traffic levels are now returning to normal slowly now. We will continue to monitor the situation and will provide further updates shortly.

Update 15:00.
This incident is understood to be a suspected power issue at the Serverbank data centre. Technical teams are continuing to investigate. We will update next by 16:00.

14:14.
We are aware of an issue impacting a number of our broadband services. At this time it is believed to be due to an issue within one of our data centres. Network teams are working on this.

23rd October 2019 at 09:00am (this issue is ongoing for some effected customers).

Affected Services: Some Broadband connections have dropped and are unable to reconnect.

Hi there, we have an important update.

We have had some reports of broadband services using our DNS unable to pass traffic, preventing web browsing and other applications.

This has been flagged up to our network teams as a Major Service Outage investigation.

Update 09:36: 23/10/19

It has been identified that a small number of users have been restricted from our DNS as their connection has been linked to a global attack on Amazon servers.
https://www.theregister.co.uk/2019/10/22/aws_dns_ddos/

This is likely due to malware that has infected our customers PCs, routers or other hardware.

In order to resolve this we would request that the end customer internal network is scanned for security threats.

Once completed, please update us by raising a fault ticket identifying the steps taken to resolve and we can have access reinstated.

Apologies for the inconvenience.

This is a very difficult situation to resolve and identify?

Regards.

Paul.

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15th May 2014 at 10:10am (this issue is now Resolved at 1620).

Affected Services: Some Broadband connections have dropped and are unable to reconnect.

For your information a summary of this issue is below:

Service Element: ADSL Network:

Summary: We are currently investigating an issue within the network that has caused some Broadband connections to drop. This is only affecting some connections and we are working to restore service as soon as possible. It is suspected to be a Power Outage on the BT network.

Connections appear to be coming back up now though.

For your information a summary of the update is below:
This issue is only affecting some connections and we are working to restore service as soon as possible by re-routing traffic away from the LNS causing the issue.

During this period, affected customers may see their connection come back up and drop again.

We are working to urgently restore service and will continue to update as soon as we have any further information.

Update 13:15: Traffic levels on the LNS (Part Of Radius Log-in System) are returning to where they would be expected to be.

Customers have advised that service appears to be returning to normal however there are still some potential residual issues for a number of broadband clients.

Please REBOOT ADSL Equipment and try reconnecting again...

We apologise for any inconvenience this may cause and will be issuing further updates until resolution.

Regards,

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