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Broadband Connectivity (83190) - Update

2014-10-16 19:46:18

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

Our engineers are continuing to work on the issue and restore service to customers as quickly as possible. Please be aware that this will only affect customers who are trying to connect today for the first time or anyone who has lost connection today.

If you are already connect please to prevent any connection problems please avoid turning the router off where possible.

Kind regards,

Luke Sanderson
Customer Relations

Broadband Connectivity (83190) - NEW

2014-10-16 17:52:57

Earlier this afternoon we became aware of a problem resulting in some of our customers not being able to establish a connection to the Internet.

Our network engineers are currently investigating this.

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

We'll provide another update later this evening.

Apologies for the inconvenience.

Kind regards,

Linn Karstrom
Customer Relations

Planned Broadband Faults Troubleshooter and Website Maintenance - Delayed to Fri 17th October Midnight - 6.00

2014-10-16 15:35:31

When's this work happening?
Early tomorrow morning between 12.00am and 6.00am.

What does it affect?
Access to our website, Broadband Faults Troubleshooter and internal systems.

How long will it take?
Approximately 6 hours.

What does the work involve?
We need to make some changes and as a result our website including the customer Portal and Broadband Faults Troubleshooter will be unavailable.

Am I likely to notice the work?
Yes, you won't be able to access our website including the customer Portal and Broadband Faults Troubleshooter for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our customer support centre will not have access to BT back-end systems and our internal systems for the majority of the maintenance window. This also means that we will not be able to take any payments during this time.

Kind regards,

Linn Karstrom
Customer Relations

Planned Broadband Faults Troubleshooter and Website Maintenance - Thur 16th October Midnight - 6.00

2014-10-15 10:25:53

When's this work happening?
Early tomorrow morning between 12.00am and 6.00am.

What does it affect?
Access to our website, Broadband Faults Troubleshooter and internal systems.

How long will it take?
Approximately 6 hours.

What does the work involve?
We need to make some changes and as a result our website including the customer Portal and Broadband Faults Troubleshooter will be unavailable.

Am I likely to notice the work?
Yes, you won't be able to access our website including the customer Portal and Broadband Faults Troubleshooter for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our customer support centre will not have access to BT back-end systems and our internal systems for the majority of the maintenance window. This also means that we will not be able to take any payments during this time.

Kind regards,

Linn Karstrom
Customer Relations

Planned BT Network Maintenance - Week commencing 15th October 2014

2014-10-14 16:20:21

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 October
Leeds

17th October
Leeds and London Croydon South

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

Regional Engineering & Repair Delays - UPDATE

2014-10-14 16:03:50

This is an update to the previous post regarding MBORC (Matters Beyond Our Reasonable Control) declarations from Openreach.

Parts of the UK, in particular the South West and Wales, were hit with severe storm conditions with heavy rain, wind and lightning strikes, from Wednesday 8 into Thursday 9 October 2014.

This seriously impacted Openreach’s infrastructure, both above and below ground with fault intake in these areas at extremely high levels. Openreach therefore declared MBORC for repair activities, in the three areas, with effect from 23:59 10 October 2014.

Due to the prevailing conditions in the region, we are now also declaring MBORC in an additional area, with effect from 23:59 14 October 2014:

Cardiff

MBORC remains in place in the following areas

North Wales
Swansea
Truro

We are directing available additional resource into these 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.


We'll continue to post further updates as they become available.

Kind regards,

Adam Walker
Customer Relations

Planned Network Maintenance Wed 15th October 12:00-15:00

2014-10-14 15:30:56

When's this work happening?
Tomorrow afternoon, 15th October.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 3 hours.

What does the work involve?
We're making some changes to parts of our broadband network to help increase resiliency.

Am I likely to notice the work?
There is a very small change that some customers may be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (83130) - Resolved

2014-10-13 09:01:39

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

Following the connectivity issues experienced on Saturday, the vast majority of users have been reconnected and are able to browse normally.

If you're seeing ongoing issues, please use your router interface to manually reconnect, failing this, reboot the router.

Apologies for any inconvenience which this issue may have caused.

Kind regards,

Jessica Booth
Customer Relations

Broadband Connectivity (83130) - Update

2014-10-12 17:09:23

Broadband Connectivity (83130) - Update

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

Our network engineers are still working on restoring service to our Customers. The majority of our customers have now been able to re-connect to the Internet, however, a small portion of our customers may still be struggling to re-connect.

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.

Kind regards,

Jessica Booth
Customer Relations

Broadband Connectivity (83130) - Update

2014-10-12 13:46:30

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

Our network engineers are still working on restoring service to our Customers. The majority of our customers have now been able to re-connect to the Internet, however, a small portion of our customers may still be struggling to re-connect.

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.

Kind regards,

Jessica Booth
Customer Relations

Broadband Connectivity (83130) - Update

2014-10-12 09:06:05

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, a small portion of our customers may still be struggling to re-connect.

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.

Kind regards,

Jessica Booth
Customer Relations

Broadband Connectivity (83130) - Update

2014-10-11 17:54:22

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.

Kind regards,

Luke Sanderson
Customer relations

Broadband Connectivity (83130) - NEW

2014-10-11 17:06:57

This afternoon we experienced a large drop in the number of customer sessions across our broadband network.

This will have caused a large volume of customers to lose connectivity to the Internet.

Our network engineers are currently investigating this.

If you are struggling to connect to the Internet then please try powering off your modem or router for 30 minutes before powering it back up and attempting to re-establish a connection to the Internet.


We'll provide another update later this evening.

Apologies for the inconvenience.

Kind regards,

Luke Sanderson
Customer Relations

Regional Engineering & Repair Delays - NEW

2014-10-10 15:51:37

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 UK, in particular the South West and Wales, were hit with severe storm conditions with heavy rain, wind and lightning strikes, from Wednesday 8 into Thursday 9 October 2014.

This has seriously impacted Openreach’s infrastructure, both above and below ground with fault intake in these areas at extremely high levels.

Openreach is therefore declaring MBORC for repair activities, in the following areas, with effect from 23:59 10 October 2014.

North Wales
Truro
Swansea

We are directing available additional resource into these 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,

Adam Walker
Customer Relations

Regional Engineering & Fault Delays - RESOLVED

2014-10-10 12:11:06

This is an update to the previous post regarding MBORC (Matters Beyond Our Reasonable Control) declarations from Openreach. The delays have now been removed for all areas with effect from 10 October 2014, the last of which can be seen below:

Swindon

Apologies for any inconvenience caused.

Kind regards,

Adam Walker
Customer Relations

Planned Network Maintenance Wednesday 8th October 15:30-17:30

2014-10-08 15:19:56

When's this work happening?
This afternoon, 8th October.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 2 hours.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers will be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind regards,

Adam Walker
Customer Relations

Planned Network Maintenance Wednesday 8th October 13:00-15:00

2014-10-07 15:09:21

When's this work happening?
Tomorrow afternoon, 8th October.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 2 hours.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers will be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind regards,

Linn Karstrom
Customer Relations

Emergency Broadband Network Maintenance - Tues 7th October 2.00pm - 3.00pm

2014-10-07 12:41:38

When's this work happening?
This afternoon, 7th October.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 1 hour.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers will be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind regards,

Linn Karstrom
Customer Relations

Planned Email Server Maintenance - Wednesday 8th October 9.00am-5.00pm

2014-10-07 11:30:22

When's this work happening?
Tomorrow, 8th October.

What does it affect?
Our outbound email servers.

How long will it take?
About thirty minutes.

What does the work involve?
We're making some server configuration changes. These changes will be made to a single server and left overnight. Assuming no problems are encountered, the changes will be pushed to the rest of the outbound mail servers on Thursday.

Am I likely to notice the work?
No impact on service is expected.

Is there anything else I need to know?
More observant customers may notice subtle changes to the headers of messages sent to certain email recipients.

Kind Regards,

Bob Pullen
Customer Support

Planned BT Network Maintenance - Week commencing 7th October 2014

2014-10-06 16:40:18

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.

7th October
Birmingham, Carmarthen and Newcastle

9th October
Attleborough

10th October
Aberdeen

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

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