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Broadband Connectivity - UPDATE

2015-02-27 16:25:45

This is an update to our recent post regarding connectivity problems.

We've been advised that the problem is focused in the South West of the country and affects customers on some up to 8Mb/s connections (20CN).

Fibre customers and most other ADSL customers should be unaffected by this.

Once we have more information we'll provide a further update.

Apologies for the inconvenience.

Kind regards,

Chris Parr
Customer Relations

Broadband Connectivity - NEW

2015-02-27 16:12:32

We're currently aware of a problem resulting in customers being unable to connect to the internet.

Our engineers are investigating alongside our suppliers.

Once we have more information we'll provide a further update.


Apologies for the inconvenience.

Kind regards,

Chris Parr
Customer Relations

Data transfer issues (84887) - UPDATE

2015-02-27 12:47:12

This is an update to the earlier post regarding data transfer issues for some of our customers.

In order to rectify this issues we need to reboot one of our connection gateways (PCL-AG07) at 1.30pm today. Prior to this reboot happening we'll be disconnecting any customers still on this device. Anyone disconnected should be able to reconnect straight away.

If you're experiencing problems reconnecting after this maintenance please try a single reboot of your router, if you're still experiencing issues after this follow the steps here: http://www.plus.net/reconnect

Sorry for any inconvenience this may be causing.

Kind Regards,

Chris Parr
Customer Relations

Data transfer issues (84887) - NEW

2015-02-27 11:25:36

We have received a number of reports from customers experiencing data transfer problems, this means your router may show as connected but you're unable to access any online services or access websites.

Customers connected via the gateway known as PCL-AG07 may be experiencing problems browsing the web and accessing other Internet services.

If you suspect you are affected by this problem then please try disconnecting/reconnecting your router.

Our engineers are investigating and we'll provide another update as soon as more information becomes available.

Sorry for the inconvenience.

Kind Regards,

Chris Parr
Customer Support.

Internal System Maintenance

2015-02-25 13:36:25

Internal System Maintenance - Wednesday 4th March from 00:30 to 7am

When's this work happening?
From 00:30 on Wednesday 4th March until 7am.

What does it affect?
Internal systems and the Broadband Fault Checker.

How long will it take?
Approximately seven hours.

What does the work involve?
Some essential maintenance is being carried which will result in holding pages on our internal systems for around half an hour near to 2am, but will have the Broadband Fault Checker down throughout.

Am I likely to notice the work?
You won't be able to access our Broadband Fault 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 no access to the Broadband Fault Checker during this period.

Due to the nature of the work we will be unable to progress some faults.

Kind regards,

Matthew Cruise
Customer relations

Broadband Fault Checker Maintenance

2015-02-25 10:47:10

Broadband Fault Checker Maintenance - Saturday 28th February 10pm to Sunday 1st March 5am

When's this work happening?
From 10pm on Saturday 28th February until 5am Sunday 1st March.

What does it affect?
The Broadband Fault Checker.

How long will it take?
Approximately seven hours.

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

Am I likely to notice the work?
You won't be able to access our Broadband Fault 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 no access to some BT back-end systems for the majority of the maintenance window.

Due to the nature of the work we will be unable to progress faults.

Kind regards,

Matthew Cruise
Customer Relations

Broadband Fault Checker Maintenance - Thursday 26th

2015-02-25 10:43:20

Broadband Fault Checker Maintenance - Thursday 26th February Midnight to 4am

When's this work happening?
From midnight on Thursday 26th February from Midnight until 4am Thursday 26th February.

What does it affect?
The Broadband Fault Checker.

How long will it take?
Approximately four hours.

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

Am I likely to notice the work?
You won't be able to access our Broadband Fault 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 no access to some BT back-end systems for the majority of the maintenance window.

For enhanced care faults please call the support team on the usual telephone number. Due to the nature of the work we will be unable to progress faults.

Regards

Matthew Cruise

Customer Relations

Planned Gateway Router maintenance - Friday 27th Feb 5am-7am

2015-02-24 12:09:28

When's this work happening?
Early Friday morning, 27th Feb.

What does it affect?
Broadband connectivity.

How long will it take?
Up to two hours.

What does the work involve?
We're performing maintenance on one of our gateway routers (PCL-AG07) to gather diagnostics from the device.

Am I likely to notice the work?
There's a slim possibility that some customers will be briefly disconnected from the Internet. Anybody disconnected will be able to reconnect almost immediately.

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,

Matty Cassell
Customer Relations

Faults Troubleshooter and Order Tracker Maintenance - Sat 21st Feb 10pm - Sun 22nd Feb 6am

2015-02-20 15:20:16

What does it affect?
Access to the faults troubleshooter and order tracker on our website.

How long will it take?
Around 10 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our faults troubleshooter and order tracker depend on.

Am I likely to notice the work?
Possibly. The faults troubleshooter and order tracker on our website will be unavailable during the maintenance window.

Is there anything else I need to know?
The work will also limit the access our help desk staff have to certain internal systems.

Kind regards,

Chris Parr
Customer Relations

Broadband Usage Reporting (84759) - UPDATE

2015-02-18 14:58:09

This is an update to the earlier post regarding some customers on older limited usage accounts having incorrect usage applied. This may have caused some customers to receive email notifications advising of incorrect additional usage charges. This additional usage would have appeared from yesterday afternoon, 17th February.

We'd like to assure you that we'll be removing or crediting any incorrect charges due to this issue from customer's accounts. We'll also be removing the incorrect usage from customer's accounts.

The underlying problem which caused this issue has been identified and resolved.

Sorry for any inconvenience this caused.

Kind Regards,

Chris Parr
Customer Relations

Broadband Usage Reporting (84759) - NEW

2015-02-18 10:54:02

We're currently aware of a problem causing some customers accounts to show higher than normal usage. This additional usage would be showing on the 17th February when looking at the View My Usage tool on our website.

Our engineers are investigating the root cause and we'll provide an update later on today.

Please accept our apologise for any inconvenience this may cause.

Kind Regards,

Chris Parr
Customer Relations

Planned Gateway Router maintenance - Friday 20th Feb 5am-7am

2015-02-16 17:17:03

When's this work happening?
Early Friday morning, 20th Feb.

What does it affect?
Broadband connectivity.

How long will it take?
Up to two hours.

What does the work involve?
We're performing maintenance on one of our gateway routers (PTW-AG04) to gather diagnostics from the device.

Am I likely to notice the work?
There's a slim possibility that some customers will be briefly disconnected from the Internet. Anybody disconnected will be able to reconnect almost immediately.

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,

Chris Parr
Customer Support.

Broadband Faults Troubleshooter Maintenance - Sat 14th Jan 10pm - Sun 15th Feb 6am

2015-02-14 14:18:16

When is this work happening?
Tonight, through to tomorrow morning.

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

How long will it take?
Around 8 hours.

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

Am I likely to notice the work?
Possibly. The Broadband Troubleshooter on our website will be unavailable during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
The work will also limit the access our help desk staff have to certain internal systems.

Kind regards,

Chris Parr
Customer Relations

Broadband Faults Troubleshooter Maintenance - Fri 13th Jan 10pm - Sat 14th Feb 6am

2015-02-13 23:10:46

When is this work happening?
Tonight, through to tomorrow morning.

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

How long will it take?
Around 8 hours.

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

Am I likely to notice the work?
Possibly. The Broadband Troubleshooter on our website will be unavailable during the maintenance window.

Is there anything else I need to know?
The work will also limit the access our help desk staff have to certain internal systems.

Please accept our apologies for the late notice of this maintenance.

Kind regards,

Chris Parr
Customer Relations

Broadband Faults Troubleshooter Maintenance - Sat 14th Jan 10pm - Sun 15th Feb 6am

2015-02-13 15:06:39

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

How long will it take?
Around 8 hours.

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

Am I likely to notice the work?
Possibly. The Broadband Troubleshooter on our website will be unavailable during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
The work will also limit the access our help desk staff have to certain internal systems.

Kind regards,

Chris Parr
Customer Relations

Planned Website and Internal Systems Maintenance - Thurs 12th Feb 6.00am-6.30am

2015-02-11 13:51:56

When is this work happening?
Early hours of tomorrow morning, 12th Feb.

What does it affect?
Access to our website and internal systems.

How long will it take?
About 30 minutes.

What does the work involve?
We're performing maintenance on some internal systems.

Am I likely to notice the work?
You may do, yes. Our website will be unavailable for around 30 minutes at 6am and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,

Chris Parr
Customer Relations

Planned BT Network Maintenance - Week commencing 9th Feb 2015

2015-02-09 11:47:09

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.

10th Feb
Belper, Monmouth, Sapcote, Strood, Turriff, Doncaster, Malton Metro, Shrewsbury, Truro Kenwyn & Faraday

11th Feb
Camelfod, Hamilton Avon, Llanrumney, Melrosegate, Tain Historic, Gloucester, Maidstone, Monfort, Newcastle Upon Tyne Core Node & Portsmouth Trunk

12th Feb
Leeds Basinghall, London Southbank

13th Feb
Guildford, Hove, Inverness, Ipswich, Kingstone, Leeds, Luton, Maidstone, Malton & Milton


Although these are the areas or exchanges 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,

Chris Parr
Customer Relations

Regional Repair Delays - RESOLVED

2015-02-03 15:22:15

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

"Parts of the UK, in particular Scotland and the north of England, were hit with severe storm conditions, including strong wind and lightning strikes, from Monday 8 December 2014 and continuing into Tuesday 9 and Wednesday 10 December 2014.

This seriously impacted Openreach’s infrastructure, both above and below ground with fault intake in these areas at extremely high levels. The ongoing adverse conditions have also seriously impacted transport in the region.

Openreach declared MBORC for repair activities, in the following area, with effect from 23:59 on 11 December 2014.

Highlands and Islands

We have been directing extensive additional resource into this area and we are now able to lift MBORC with effect from 23:59 Tuesday 3 February 2015."


Kind regards,
Chris Parr
Customer Relations

Planned BT Network Maintenance - Week commencing 2nd Feb 2015

2015-02-03 13:24:55

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.

4th Feb
Bracknell, Bromsgrove, Glasgow Douglas, Leamington Spa, Leeds Basinghall, Lincoln, Colindale, London Covent Garden, London Croydon South, Manchester Dial House

5th Feb
Wolverhampton, Leeds Basinghall

6th Feb
Wolverhampton Central, Ross-on-Wye, Birmingham, West Bromwich, Dunster, Great Dunmow, Liverpool Aintree, London Wanstead, Waterbeach, Aberystyth, Bolton Kingsgate, London Hornchurch & London Southbank


Although these are the areas or exchanges 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,

Chris Parr
Customer Relations

Planned Website and Internal Systems Maintenance - 3rd Feb 11pm - 4th Feb 6am

2015-02-03 13:13:52

When is this work happening?
Late hours of tonight through to the early hours of tomorrow morning.

What does it affect?
Our website and internal systems.

How long will it take?
About 7 hours.

What does the work involve?
We're rolling a number of system updates.

Am I likely to notice the work?
No, there should be no impact.

Is there anything else I need to know?
No.

Kind regards,

Chris Parr
Customer Relations

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