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Notice to users of our CGI Web Hosting platform - Monday 21st July

2014-07-22 09:49:04

This is an announcement about the recent migration of customers' webspace content from our legacy CGI web hosting platform to a new hosting environment managed via the Control Panel at hosting.plus.net

This notice does *not* apply to those using our 'Standard' Webspace/Homepages platform which is a completely separate service.

Information concerning the CGI migration can be found here -
http://community.plus.net/hosting-faqs/

The migration was completed back in March and we have allowed several months since then to give customers the opportunity to check that their sites are working and get in touch with us should they encounter problems.

The old servers are going to be removed/decommissioned towards the end of this week.

**If you have a website or content uploaded to our CGI platform, and you haven't done so already, then please check that everything is present and working in the new environment**

We will be unable to recover any data from the old CGI FTP servers after they have been decommissioned. Database content will be retained for a short while longer, however we will only be able to restore from this in exceptional circumstances and it too will be deleted before long.

If you have any questions or concerns about this announcement then please head over to our discussion forums where we'll be on hand to help -
https://community.plus.net/forum/index.php/board,6.0.html

Best regards,

Bob Pullen
Customer Support.

Planned BT Network Maintenance - Week commencing 21st July 2014

2014-07-21 16:10:59

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.

22nd July
Newcastle upon Tyne, Sheffield, Derby, Reading, Stoke and Leeds

23rd July
Aberconwy, Poole, Sheffield, Manchester, Derby and Birmingham

24th July
Rhyl, Chesterfield, Southampton, Trowbridge and London Leytonstone

25th July
Hatfield Woodhouse

28th July
Manchester, London Faraday, London Colindale, Southampton and Wolverhampton

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,

Chris Purvey
Customer Support

Planned Website and Internal Systems Maintenance - Mon 21st July 11.00pm - Tue 22nd July 6.00am

2014-07-21 16:09:30

When is this work happening?
Overnight tonight into tomorrow morning, Tuesday 22nd July.

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

How long will it take?
About seven hours.

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

Am I likely to notice the work?
You may do, yes. Our website will be unavailable between 11:00pm tonight through to 6:00am tomorrow morning (Tuesday 22nd) and holding pages will be in place. Our customer support centre will have limited access to customers' account details during this time.

Is there anything else I need to know?
No.

Kind regards,

Chris Purvey
Customer Support

Broadband Faults Troubleshooter Maintenance - Sat 19th July Midnight - 5.00pm

2014-07-18 16:16:00

When's this work happening?
Early tomorrow morning, 19th July.

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 Support

Broadband Connectivity (82084) - RESOLVED

2014-07-18 08:51:07

This is an update to the previous post regarding a large volume of our customers not being able to re-connect.

This issue has now been resolved and you should be able to connect as normal now.

Please accept our apologies for any inconvenience this caused.

Kind regards,

Linn Karstrom
Customer Support

Broadband Connectivity (82084) - UPDATE

2014-07-17 19:11:53

This is an update to our previous post regarding a large volume of our customers not being able to re-connect.

Our engineers have confirmed that customers should now be able to re-connect. We will leave this Service Status open overnight in case there's any further information.

Kind regards,

Linn Karstrom
Customer Support

Broadband Connectivity (82084) - UPDATE

2014-07-17 17:34:55

This is an update to our previous post regarding a large volume of our customers not being able to re-connect.

Our engineers are continuing to investigate this. Please do not attempt to restart your router to try to resolve the issue.

We'll provide another update shortly.

Kind regards,

Linn Karstrom
Customer Support

Planned Broadband Network Maintenance - Friday 18th July 4.00am - 7.00am

2014-07-17 17:01:33

When's this work happening?
Early tomorrow morning, 18th July.

What does it affect?
Broadband connectivity.

How long will it take?
Up to three 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,

Chris Purvey
Customer Support

Broadband Connectivity (82084) - UPDATE

2014-07-17 16:33:54

At approximately 3.20pm this afternoon we experienced a significant drop in end user sessions across our broadband network.

This will have caused a large volume of customers to lose connectivity to the Internet. Reports from customers suggest that many had difficulty reconnecting and some may still be experiencing problems.

Our engineers are currently investigating. Contrary to the previous post, please do not attempt to restart your router in an attempt to resolve the issue.

We'll provide another update later on this afternoon.

Kind regards,

Chris Pettitt
Customer Support

Broadband Connectivity (82084) - NEW

2014-07-17 16:22:38

At approximately 3.20pm this afternoon we experienced a significant drop in end user sessions across our broadband network.

This will have caused a large volume of customers to lose connectivity to the Internet. Reports from customers suggest that many had difficulty reconnecting and some may still be experiencing problems.

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

We'll provide another update later on this afternoon

Kind regards,

Chris Pettitt
Customer Support

Broadband usage reporting (81101) - UPDATE

2014-07-16 16:02:27

This is an update to our previous posts about the problem affecting the reporting of customers' broadband usage.

Our engineers are continuing to work on the problem, please accept our apologies for the continued inconvenience.

If you are unable to see your last few days' broadband usage then you may be able to resolve the problem by disconnecting/reconnecting your router/modem.

Kind regards,

Linn Karstrom
Customer Support

Planned Broadband Network Maintenance - Wednesday 16th July Midnight - 6.00am

2014-07-15 12:21:45

When's this work happening?
Early tomorrow morning, 16th July.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six 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,

Chris Purvey
Customer Support

Planned BT Network Maintenance - Week commencing 14th July 2014

2014-07-14 16:15:24

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.

15th July
Bristol, Derby, Glasgow, Guildford, Leeds, Manchester, Slough and Wolverhampton

16th July
Cardiff, Derby, Milton Keynes, Sheffield, Preston, Slough and Ashford

17th July
Colindale, Derby, Guildford, Manchester, Milton Keynes, Sheffield, Slough, Wolverhampton and London Howland

18th July
Colindale, Colombo, Derby, Guildford, Slough, Wolverhampton, Norwich and Montfort

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 Support

SMS Delivery Issues (81989) - RESOLVED

2014-07-14 11:35:29

This is an update to Friday's post about the problem where SMS messages that we send to our customers are not being delivered.

The cause has been identified and resolved and no further problems have been seen. Customers will now receive updates regarding their account via SMS if they are opted in for this.

Apologies for the inconvenience.

Kind Regards,

Chris Purvey
Customer Support.

SMS Delivery Issues (81989) - NEW

2014-07-11 17:21:39

We have become aware of an issue where SMS messages that we send to our customers are not being delivered.

If you're expecting an SMS or an update to a ticket please check this by logging into our member centre at https://portal.plus.net/wizard/?p=search

Customers will still receive updates via email as normal.

Our network engineers are currently investigating this issue and we will provide an update as soon as any more information becomes available.

We apologise for any inconvenience this may cause.

Kind regards,

Chris Purvey
Customer Support

Problems Raising Support Tickets (81976) - RESOLVED

2014-07-11 15:03:18

This is an update to our earlier post regarding problems with our online ticketing system.

Our developers have identified and resolved a the issue. You should now be able to raise tickets as normal.

Please accept our apologies for the inconvenience.

Kind Regards,

Chris Pettitt
Customer Support

Broadband Connectivity Problem (81990) - RESOLVED

2014-07-11 14:08:56

This is an update to the earlier post about issues affecting a number of our broadband customers being disconnected from the Internet.

This issue has now been resolved and you should be able to connect as normal now.

If you're still having difficulties connecting then we suggest that you log into your router and try connecting manually from the settings pages.

Please accept our apologies for any inconvenience this caused.

Kind regards,

Chris Pettitt
Customer Support

Broadband Faults Troubleshooter Maintenance - Sat 12th July 10.00pm - Sun 13th July 10.30am

2014-07-11 11:09:13

When's this work happening?
Saturday evening, 12th July through to Sunday morning, 13th July.

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

How long will it take?
Approximately twelve hours.

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

Am I likely to notice the work?
You won't be able to access our 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 support staff will have limited access to some BT back-end systems for the majority of the maintenance window.

Kind regards,

Chris Purvey
Customer Support.

Problems Raising Support Tickets (81976) - UPDATE

2014-07-11 11:05:34

This is an update to our previous posts about the problem affecting customers raising support tickets via our website.

Our engineers are continuing to work on the problem, please accept our apologies for the continued inconvenience.

Kind regards,

Chris Pettitt
Customer Support

Planned Web Hosting (CGI) Maintenance - Sunday 13th July 1.00am - 2.00am

2014-07-11 11:05:08

When's this work happening?
Early hours of Sunday morning, 13th July.

What does it affect?
Hosted Websites and the Control Panel.

How long will it take?
About one hour.

What does the work involve?
We're making changes to the platform this service runs on.

Am I likely to notice the work?
Yes. During the maintenance window your hosted websites may be unavailable for a period, you'll also not be able to access the Control Panel.

Is there anything else I need to know?
No.

Kind Regards,

Chris Purvey
Customer Support.

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