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Regional Engineering & Repair Delays - NEW

2014-09-23 11:50:55

Earlier today we received notification from BT Openreach that they have declared what they refer to as an MBORC (Matter Beyond Our Reasonable Control) in certain areas of the country. This has the potential to cause fault resolution delays due to recent bouts of severe weather.

A copy of the notice is as follows:

"Parts of the the UK, in particular the South West and East Anglia, were hit with severe storm conditions with heavy rain and lightning strikes between Thursday 18 and Friday 19 September 2014.

This has seriously impacted Openreach’s infrastructure both above and below ground with fault intake over the weekend and into Monday at extremely high levels.

Openreach is therefore declaring MBORC for repair activities, in the following areas, with effect from 23:59 22 September 2014.

Swindon
Southampton

We are directing available additional resource into this areas to bring the position back to normal as quickly as possible. We are monitoring the situation and will remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather."

Apologies for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Planned BT Network Maintenance - Week commencing 23rd September 2014

2014-09-22 15:08:24

When's this work happening?
Early hours most days this week.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six hours each time.

What does the work involve?
We've received notifications from our suppliers about maintenance work that is scheduled to take place in the following areas this week. This work typically takes place between midnight and 6am.

23rd September
Bristol, Cardiff, Guildford, Leeds, Manchester, Newcastle and Peterborough

24th September
Bristol, Cardiff, Colindale, Croydon South, Glasgow, Peterborough and Preston

26th September
Cardiff, Colindale, Derby, Faraday, Glasgow, Guildford, Peterborough and Slough

Although these are the areas we have been notified of, due to the nature of the broadband network these outages may affect customers nationwide. There are also a number of smaller exchange works most nights of the week that may cause smaller outages at individual exchanges.

Am I likely to notice the work?
Yes, there's a chance that you may be disconnected from the internet for a period of time during the maintenance window.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to log into their router interface and click connect.

Kind regards,

Linn Karstrom
Customer Relations

Planned BT Network Maintenance - Week commencing 23rd September 2014

2014-09-22 15:01:42

When's this work happening?
Early hours most days this week.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six hours each time.

What does the work involve?
We've received notifications from our suppliers about maintenance work that is scheduled to take place in the following areas this week. This work typically takes place between midnight and 6am.

16th September
Bristol, Newcastle, Peterborough and Preston

18th September
Bradford, Bristol, Burton on Trent, Cardiff, Colombo, Glasgow, Leeds, Newcastle and Peterborough

Although these are the areas we have been notified of, due to the nature of the broadband network these outages may affect customers nationwide. There are also a number of smaller exchange works most nights of the week that may cause smaller outages at individual exchanges.

Am I likely to notice the work?
Yes, there's a chance that you may be disconnected from the internet for a period of time during the maintenance window.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to log into their router interface and click connect.

Kind regards,

Linn Karstrom
Customer Relations

Planned BT Network Maintenance - Week commencing 23rd September 2014

2014-09-22 15:01:34

When's this work happening?
Early hours most days this week.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six hours each time.

What does the work involve?
We've received notifications from our suppliers about maintenance work that is scheduled to take place in the following areas this week. This work typically takes place between midnight and 6am.

16th September
Bristol, Newcastle, Peterborough and Preston

18th September
Bradford, Bristol, Burton on Trent, Cardiff, Colombo, Glasgow, Leeds, Newcastle and Peterborough

Although these are the areas we have been notified of, due to the nature of the broadband network these outages may affect customers nationwide. There are also a number of smaller exchange works most nights of the week that may cause smaller outages at individual exchanges.

Am I likely to notice the work?
Yes, there's a chance that you may be disconnected from the internet for a period of time during the maintenance window.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to log into their router interface and click connect.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - RESOLVED

2014-09-19 17:34:36

This is in an update to our previous posts regarding the recent connectivity problem.

The majority of our customers have now been able to re-connect to the Internet, however, some customers may still be struggling to get re-connected.

Customers who are still struggling to connect please manually log in to your router and under the 'Technicolor Gateway' section on the left hand side please select 'Configuration' and at the bottom of the screen click 'Setup my Technicolor Gateway' and follow the steps provided.

For further information please see the 'Connection Settings' table on this page: http://www.plus.net/support/broadband/hardware/broadband-connection-settings.shtml

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Faults Troubleshooter Maintenance - Sat 20th September Midnight - 5.00pm

2014-09-19 15:10:06

When's this work happening?
Midnight on Saturday through to Saturday 5.00pm, 20th September.

What does it affect?
Access to the Broadband Faults Troubleshooter on our website.

How long will it take?
Approximately 17 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our Broadband Faults Checker depends on.

Am I likely to notice the work?
You won't be able to access our Broadband Faults Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our support staff will have limited access to some BT back-end systems for the majority of the maintenance window.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-19 11:02:00

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

Please see below an amendment to step 3:

If you are still struggling to connect please following these steps in the order stated below:

1) Rebooting your router by powering it off, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the reboot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your Plusnet router. Please only follow this step if you are using a router supplied by Plusnet. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-19 10:15:05

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet, however, some customers may still be struggling to get re-connected.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your router. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-18 19:35:08

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your router. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-18 17:24:23

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-18 15:35:05

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-18 12:07:46

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your router. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-18 10:36:23

This is an update to last night's posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your router. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-18 08:14:58

This is an update to last night's posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet.

If you are still struggling to connect please try a 'factory reset' of your router. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

From this point on, your router will be restored to 'Factory Settings' and customers will need to manually establish a connection by following the steps outlined on http://www.plus.net/reboot

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-17 22:42:35

This is an update to this evening's earlier posts regarding the drop in a significant number of customer sessions across our broadband network.

Our network engineers have confirmed that the majority of users have now been able to re-connect and the connections are stable.

If you are still struggling to connect to the Internet please try re-booting your router by powering it down for 15 minutes and then back on again. If customers don’t automatically reconnect please try following the steps outlined on http://www.plus.net/reboot

We will leave this service status open and if there are no further drops overnight we'll close this post first thing tomorrow morning.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-17 21:12:59

This is an update to this evening's earlier posts regarding the drop in a significant number of customer sessions across our broadband network.

Our network engineers are continuing to work on resolving this and we are seeing that some users have started to re-connect.

If you are struggling to connect to the Internet then please try powering off your router, this does not apply to Fibre modems, for a minimum of 1-2 hours before powering it back up and attempting to re-establish a connection to the Internet.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-17 20:00:59

This is an update to this evening's earlier post regarding the drop in a significant number of customer sessions across our broadband network.

Our network engineers are continuing to work on resolving this and some users have started to re-connect.

If you are struggling to connect to the Internet then please try powering off your router, this does not apply to Fibre modems, for a minimum of 1-2 hours before powering it back up and attempting to re-establish a connection to the Internet.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Customer Support Telephone System Problems (82858) - RESOLVED

2014-09-17 19:48:22

This is an update to our previous post regarding our internal phone system.

This has now been resolved by our network engineers so customers should be able to call us as normal, however, please note that there will be very long wait times due to this evening's outage.

Apologies again for the inconvenience.

Kind regards,

Linn Karstrom
Customer Relations

Customer Support Telephone System Problems (82858) - NEW

2014-09-17 19:26:45

We are currently experiencing problems affecting our internal phone system.

This is due to a recently identified problem that is being exacerbated by the high volume of calls we're receiving due to this evening's network outage.

We would suggest that customers refrain from trying to contact us by telephone for non-urgent queries until call volumes have reduced significantly.

Any customers still having difficulty connecting please try powering off your modem or router for a minimum of 1 hour before powering it back up and attempting to re-establish a connection to the Internet.

Please accept our apologies for the inconvenience.

We'll provide another update later this evening.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

2014-09-17 19:02:18

This is an update to this evening's earlier post regarding the drop in a significant number of customer sessions across our broadband network.

Our network engineers are continuing to work on resolving this.

If you are struggling to connect to the Internet then please try powering off your modem or router for a minimum of 1 hour before powering it back up and attempting to re-establish a connection to the Internet.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

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