Service Status

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Connection problems - Wales (RESOLVED)

2015-06-19 13:34:37

This is an update to yesterday's service status regarding connection problems in certain areas of Wales.

We're now being advised that this issue is now resolved.

Please accept our apologies for any inconvenience this may have caused.

Kind Regards,

Chris Parr
Customer Relations

Connection problems - Wales (NEW)

2015-06-18 14:42:18

We've been informed that some customers in Wales may be experiencing connection issues, these problems would have started around midday today.

At the moment we've been advised that the following dialling codes may be affected:

01974, 01646, 01267, 01570, 01239, 01570, 01348, 01348, 01646, 01559

This issue appears to be affecting multiple ISPs and we'll continue to monitor for updates.

Sorry for any inconvenience this may be causing.

Kind Regards,
Chris Parr

Planned Website and Internal Systems Maintenance - Friday 19th June 21:00 - Saturday 20th June 09:00

2015-06-18 12:38:42

When's this work happening?
Starting Friday from 21:00

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

How long will it take?
Approximately 12 hours.

What does the work involve?
Making updates and improvements to internal systems.

Am I likely to notice the work?
You won't be able to access the member centre and holding pages will be in place for part of the maintenance window.

Is there anything else I need to know?
No

Kind regards,
Ben Babinski

Broadband Connectivity (86586)

2015-06-17 11:03:00

Earlier this morning at around 5.35am a number of customers may have become disconnected from the internet.

The majority of these customers reconnected within a few minutes or being disconnected.

If you're still experiencing issues connecting following this outage please follow the information here: http://www.plus.net/reconnect


Apologies for the inconvenience.

Kind regards,

Chris Parr
Customer Relations

Incorrect Notification of Leaving Emails (86282) - UPDATE

2015-06-16 14:19:01

This is an update to the recent post regarding some customers receiving incorrect emails about leaving our service.

We're continuing to work on resolving this issue and will provide more information as we can. If you receive one of these emails and have not requested to leave us or have not spoken to another provider about joining their service then you should be safe to ignore the contents.

An example of the email text can be seen below:

"We're sorry to hear you're leaving us
Here's what you need to know

Phone number affected: 01XXXXXXXXX

Another service provider has told us that you want to move your broadband service to them. We're sorry to hear you're leaving us.

Your broadband service is scheduled to transfer automatically on XXth XXX 2015 and will result in the cancellation of your account."

Please accept our apologies if you have received one of these emails. We will provide a further update once we have more information about this issue.

Kind regards,

Chris Parr
Customer Relations

Website accessibility (865564) - RESOLVED

2015-06-16 12:11:22

This is an update to the previous post about problems accessing our website.

The issue has now been resolved and you should now be able to access our website again.

Sorry for any inconvenience.


Kind Regards,

Adam Walker
Customer Relations

Website accessibility (865564) - NEW

2015-06-16 11:02:24

We're currently experiencing some issues with access to our website.

Our engineers are currently investigating the issue and we'll post again as soon as we have an update.

Kind Regards,

Adam Walker
Customer Relations

Routing and website accessibility issues - RESOLVED

2015-06-13 09:56:43

This is an update to yesterday's post regarding problems accessing some websites and other internet services.

The underlying issue was affecting multiple service providers and was not specific to ourselves. We're being advised that the problem is now resolved.

Sorry for any inconvenience this may have caused.

Kind Regards,

Chris Parr
Customer Relations

Planned Website and Internal Systems Maintenance - Monday 15th June 23:00pm - Tuesday 16th June 06:00am

2015-06-12 15:16:32

When's this work happening?
Starting Monday from 23:00pm

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

How long will it take?
Approximately seven hours.

What does the work involve?
A regularly scheduled software release.

Am I likely to notice the work?
You won't be able to access the member centre and holding pages will be in place. Please note that support staff will also be unable to access customer accounts for the duration of the maintenance window.

Is there anything else I need to know?
No

Kind regards,
Kathryn Cashmore

Planned BT Broadband Network Maintenance - Week commencing 15th June 2015

2015-06-12 15:02:57

When is this work happening?
Overnight throughout the 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.

15th June
Edinburgh Dean, Foxhall, Montrose, Newby Bridge, Rye & Sidmouth.

16th June
Skelmersdale, Camborne, Brighton, Kemptown, Sefton Park, Basford, Stevenage, Preston, Bristol, Faraday, Nottingham, Milton Keynes, London Faraday.

17th June
Newbridge, Newmachar, Pitlochry, Portglenone, Rhu Te, Blunsdon, Velindre, Stoke City, Abersoch, Warwick, Blyth-Northumberland, York, Flitwick, Summertown, Willowcroft, Wroxham, Mulbarton, Honington Suffolk, Framlingham, Kesgrave, Birmingham Sheldon, Cleethorpes, Holt Norfolk, Haverfordwest & Slough.

18th June
Sheffield Eldon House, Armely Ridge, Bingley, Carterton, Earley, Launceston, Magherafelt, Tranent Historic & Faraday.

19th June
Brighouse, Culverhouse, Dursley, Frome, Henbury, Manchester Stepping Hill, Pershore, Newcastle Upon Tyne, Peterborough, Leeds, Sheffield, Manchester and Colindale.

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

Fault troubleshooter maintenance - Sat 13th June 22:00pm - Sun 14th June 06:00am

2015-06-12 14:11:37

When's this work happening?
Work is starting Saturday evening from 22:00pm.

What does it affect?
Broadband Fault Checker

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 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.

Kind regards,
Kathryn Cashmore

Routing and website accessibility issues - NEW

2015-06-12 12:06:39

We're currently aware of an issue meaning that some customers may be experiencing problems accessing some websites and other internet related content.

These issues are affecting multiple internet providers and are not specific to ourselves.

We're continuing to check for more information and will provide updates on this as we have them.

Sorry for any inconvenience this may be causing.

Kind Regards,

Chris Parr
Customer Relations

Planned CGI Maintenance - Friday 12th June 00:00am-01:00am

2015-06-11 09:47:02

When's this work happening?
Friday morning, 12th June.

What does it affect?
Access to CGI web hosting customers' databases, Hosting Control Panel, Webmail and FTP.

How long will it take?
About one hour.

What does the work involve?
Our hosting partner is carrying out some routine maintenance work.

Am I likely to notice the work?
These services will be unavailable during the window.

Is there anything else I need to know?
No.

Kind Regards,
Kathryn Cashmore

Planned BT Broadband Network Maintenance - Week commencing 8th June 2015

2015-06-05 17:32:44

When is this work happening?
Overnight throughout the 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.

8th June
Lemington, Newcastle & South Shields.

9th June
Bristol Central, Tile Hill, Macclesfield, Wigan, Bromborough, Weymouth, Aberconwy, Nottingham, Wolverhampton, Manchester, Preston & Bristol, London Faraday, Skelmersdale, Camborne, Brighton, Kemptown, Sefton Park, Basford, Stevenage, Preston, Bristol, Faraday, Nottingham & Milton Keynes.

10th June
Broomhill, Hitchin, Milton Keynes, Foleshill, Nottingham, Stratford Upon, Birmingham, Billericay, Stepney, St Austell, Bristol, Tamworth, Birmingham, Liverpool Rock Ferry, London Leytonstone, Tadcaster, Chafford, Fairford, London Stanmore, Malmesbury, Newtown [Powys], London Kingston, London Potters Bar, London Stepney.

11th June
Cwmbran, Cardiff, Edinburgh Waverley, Glasgow, North Shields, Newcastle, Abingdon, Milton Keynes, Acton, Southbank, Ashton-Under-Lyne, Manchester, Brynmawr, Dunganon, Heathfield, Knutsford, London Thornton Heath, London Upminster, Towcester, Faraday, Wolverhampton Central.

12th June
Barry, Cardiff, Bath Kingsmead, Bristol, Bicester, Milton Keynes, Bishop Auckland, Newcastle, Blandford, Slough, Blyth Northumberland, Newcastle, Avonmouth, Bristol, Aylesbury, Colindale, Ayr Summerhill, Edinburgh, Bamber Bridge, Preston, Banbury, Birmingham, Barnstaple, Slough.


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

Incorrect Notification of Leaving Emails (86282) - NEW

2015-06-05 11:03:33

Some customers have received emails advising that they are due to leave Plusnet. If you have not contacted us or another provider to cancel your Plusnet services, please ignore this email if you have received one, as these have been sent due to a system error.

An example of the email text can be seen below:

"Subject: Leaving Plusnet - what you need to know

We're sorry to hear you're leaving us
Here's what you need to know

Phone number affected: 01XXXXXXXXX

Another service provider has told us that you want to move your broadband service to them. We're sorry to hear you're leaving us.

Your broadband service is scheduled to transfer automatically on XXth XXX 2015 and will result in the cancellation of your Plusnet account."

Please accept our apologies if you have received one of these emails. We will provide a further update once we have more information about this issue.

Kind regards,

Catherine Elliott
Customer Relations

Planned Network Maintenance - Tuesday 9th June 05:00-07:00

2015-06-05 10:43:04

When's this work happening?
Tuesday morning starting at 5am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to 2 hours.

What does the work involve?
We're performing maintenance on some of our gateway routers.

Am I likely to notice the work?
Possibly. As part of this maintenance there is a small chance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
No.

Kind regards,

Catherine Elliott
Customer Relations

Fault troubleshooter maintenance - Sat 6th June 22:00 - Sun 7th June 7:00

2015-06-02 13:33:01

When's this work happening?
Saturday evening until Sunday morning.

What does it affect?
Access to our online faults troubleshooter.

How long will it take?
Around 9 hours

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our online faults troubleshooter depends on.

Am I likely to notice the work?
You won't be able to access our online 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 support staff will have no access to some back-end systems for faults and provisioning for the majority of the maintenance window.

Regards

Harry Beesley
Customer Relations

Planned BT Broadband Network Maintenance - Week commencing 1st June 2015

2015-05-29 14:36:52

When is this work happening?
Overnight throughout the 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.

1st June
Alford Lincs, Bampton Devon, Banff Historic, Glasgow Bearsden, London Upton Park, London Upton Park, Milton Keynes, Milton Keynes, Armley Ridge, Birminghasm Selly Oak, Cricklade, High Green, Tonbridge, Stepney.

2nd June
Lee Green, Faraday, Fulham, Southbank, Shefford, Milton Keynes, Bracknell, Kingston, Birmingham Solihull, Birmingham, Cannock, Wolverhampton, Swadlincote, Molesey, Ewell, Springfield, Pinner, Garforth, Nottingham, Slough, Southbank, Birmingham, Colindale, Leeds, Higher Bolton, Horton Bank, London Grove Park, Manchester Bury, Thame Oxon, Faraday.

3rd June
Aberdeen Portlethen, Beeston, Goscote, Hardingstone, Stockbridge, Weeley, Stepney, Burgess Hill, London Ponders End, London Sidcup, London Westminster, Birmingham Telephone House, Birmingham Telephone House.

4th June
Peterborough, Trowbridge, Rochdale, Wolverhampton, Manchester, Milton Keynes, St Neots, Newcastle, Durham, Redditch Old Town, Birmingham, Bristol Central.

5th June
Newcastle Upon Tyne, Mortlake, Slough, Nuneaton, Nottingham, Huyton, Preston, Caerphilly, Cardiff, East Grinstead, Faraday, Horsham, Kingston, Cherry Hinton, Rusholme, Romford South, Elstree, Chippenham, Welwyn Garden, Manchester, Stephey, Colindale, Milton Keynes.

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

Fault troubleshooter maintenance - Sat 23rd May 00:01 - 17:00

2015-05-22 15:13:01

When's this work happening?
Saturday up till 5pm

What does it affect?
Access to our online faults troubleshooter.

How long will it take?
Around 17 hours

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our online faults troubleshooter depends on.

Am I likely to notice the work?
You won't be able to access our online 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 support staff will have no access to some back-end systems for faults and provisioning for the majority of the maintenance window.

Regards

Matthew Wheeler
Customer Relations

Planned BT Broadband Network Maintenance - Week commencing 25th May 2015

2015-05-22 15:04:50

When is this work happening?
Overnight throughout the 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.

25th May
Chipping Sodbury, Headington, Leyland Unit A, London Gants Hill, Crowborough, London Upton Park, Benton, Birmingham East, Birmingham East, Dumbarton Rock, Kirkby in Ashfield, Edinburgh Donaldson, Edinburgh Donaldson, Southend.

26th May
Barton-on-Humber, Idle, London Highams Park, Belfast, Leeds Basinghall, Stoke Trinity, Birmingham Chelmsley, Edinburgh Corstorphine, London Chingford, Omagh Transmissionn Area, Stepney, Newcastle upon Tyne.

27th May
Bellshill TE, Builth Wells, Clevedon, Larbert TE, London Stratford, Colindale, Glasgow Pollok, London Putney, London Shepherds Bush, Reading Central, Silsoe, Stourport.

28th May
Glasgow Maryhill, Huntley, London Richmond Kew, London Wapping, Ormskirk, Stony Stratford, Chester South, Harrowden, Kington, Darwen, London Howland St, Plymouth.

29th May
Thame Oxon, Coleshill, Crediton, London Downland, London Staines, Mexborough, Thorpe, Ellesmere, Illingworth, Immingham, Birmingham TH, Glasgow TH, London South Kensington.

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,

Matthew Wheeler
Customer Relations

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