Service Status - Check on the current status of our network

08/02/2012 @ 17:29

This is an update to our previous post regarding customers' broadband usage not being displayed correctly on our website.

Some broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week. There are also some customers whose usage is spread over two months.

While all other customers' usage amounts are correct, if you have the option to view a breakdown of your 'Internet activities' you may find that these percentages aren't populating or are inaccurate.

Our engineers are still working to resolve this and, as yet, we don't have an estimated time for this to be fixed.

A further update will be provided tomorrow.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support

08/02/2012 @ 16:12

When is this work happening?
Tomorrow morning, 9th February.

What does it affect?
Access to our website.

How long will it take?
About two hours.

What does the work involve?
We're doing some essential maintenance work on the back end systems that collate broadband usage.

Am I likely to notice the work?
Yes. Our website will be unavailable for the duration of the maintenance work and holding pages will be in place. There will also be a delay following the work before any new usage is shown on the broadband usage reporting page in your member centre.

Is there anything else I need to know?
No.

Kind regards,

Matt Taylor
Customer Support

08/02/2012 @ 13:19

This is an update to our previous post regarding customers' broadband usage not being displayed correctly on our website.

Some broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week. There are also some customers whose usage is spread over two months.

While all other customers' usage amounts are correct, If you have the option to view a breakdown of your 'Internet activities' you may find that these percentages aren't populating or are inaccurate.

Our engineers are this afternoon implementing the resolution to this. A further update to confirm this will be provided this afternoon.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support

08/02/2012 @ 13:14

This is an update to yesterday's post regarding problems with our traffic management platform.

We believe the changes that our engineers made yesterday have resolved the issue of slow speed during peak times. If you experience a reduced performance during peak times then we would suggest raising a fault via the normal channels.

We will keep this service status open until we are confident that yesterday's changes have resolved the problems.

Please accept our apologies for the continued inconvenience.

Kind regards,

Joanne Pilson
Customer support

07/02/2012 @ 16:16

This is an update to our previous post regarding customers' broadband usage not being displayed correctly on our website.

Some broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week. There are also some customers whose usage is spread over two months.

Our engineers have now identified the cause and a plan is now being implemented to resolve this. We will update this service status tomorrow when we have more information.

While all other customers' usage amounts are correct, if you have the option to view a breakdown of your 'Internet activities' you may find that these percentages aren't populating or are inaccurate.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support