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Problems Raising Support Tickets (81976) - NEW

2014-07-10 00:26:09

We are currently experiencing problems with our portal ticketing system. You may notice that, when attempting to raise a ticket via our website, you are being automatically logged out.

Our developers are currently investigating and further details will be provided as they become available.

Please accept our apologies for the inconvenience.

Kind Regards,

Chris Pettitt
Customer Support

Increase in 21CN Broadband Capacity

2014-07-09 16:29:51

We will shortly be increasing the capacity of our WBC (21CN) broadband host links by a further 3.23Gbps. It's these host links that we use to deliver bandwidth to the majority of customers on our 21CN and Fibre services.

We're activating this extra capacity in line with the current budget, customers' usage habits and our projected growth in customer numbers.

Kind regards,

Chris Purvey
Customer Support.

Broadband usage reporting (81101) - UPDATE

2014-07-09 13:13:32

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 Web Hosting (CGI) Maintenance - Wednesday 9th July 1.00am - 2.00am

2014-07-08 17:06:34

When's this work happening?
Early hours of Wednesday morning, 9th July.

What does it affect?
Access to CGI customers' databases and the Hosting Control Panel at hosting.plus.net

How long will it take?
About an hour.

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

Am I likely to notice the work?
It's unlikely. Customers' databases and the Hosting Control Panel will be inaccessible for a minute or two during the maintenance window.

Is there anything else I need to know?
No.

Kind Regards,

Chris Purvey
Customer Support.

Planned BT Network Maintenance - Week commencing 7th July 2014

2014-07-07 16:28:35

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.

8th July
Wigan, Cardiff, Penzance, Sheffield, Birmingham, Milton Keynes, Guildford and Glasgow

10th July
Manchester, Leeds, Milton Keynes, Slough and Bristol

11th July
Sheffield, Manchester, Leeds, Slough and London Colindale

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

Broadband connectivity (81882) - RESOLVED

2014-07-07 16:08:00

This is an update to Friday's post about the problem some customers may have been experiencing connecting to the Internet.

Our suppliers have resolved the network issue that affected some of our customers.

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

Kind regards,

Chris Purvey
Customer Support

Planned Website and Internal Systems Maintenance - Mon 7th July 11.00pm - Tue 8th July 6.00am

2014-07-07 14:33:04

When is this work happening?
Overnight tonight into tomorrow morning, Tuesday 8th 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 8th) 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 connectivity (81882) - UPDATE

2014-07-04 17:14:14

This is an update to the earlier post about the connectivity problems affecting some of our customers.

Most customers have now managed to re-connect and the network is returning to normal health.

We've since established that the problem was caused by an issue affecting our Wholesaler's network.

If you're still struggling to connect to the Internet then please try powering off your modem or router for 20 minutes before powering it back up and attempting to re-establish a connection to the Internet.

We'll leave this service status thread open over the weekend and close it assuming no further problems are encountered.

Please accept our apologies for any inconvenience this caused.

Kind regards,

Chris Purvey
Customer Support

Planned Website and Internal Systems Maintenance - Mon 7th July 11.00pm - Tue 8th July 6.00am

2014-07-04 16:55:44

When is this work happening?
Late Monday evening through to Tuesday morning, 8th 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 Monday evening through to 6:00am Tuesday morning (8th July) 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

Planned Website and Internal Systems Maintenance - Sat 12th July Midnight - 8.00am

2014-07-04 16:08:01

When's this work happening?
Early hours of Saturday morning, 12th July.

What does it affect?
Access to our website and internal systems. This includes customer hosted websites, the Community Site and our discussion forums.

How long will it take?
About eight hours.

What does the work involve?
We're performing some back end maintenance on the platform these services run on.

Am I likely to notice the work?
You may do, yes. Our website and Community Site will be unavailable between Midnight through to 8:00am Saturday morning (12th July) and holding pages will be in place. During this maintenance window any customer hosted websites (not CGI) will be unavailable.

Is there anything else I need to know?
Our customer support centre will have limited access to customers' account details during this time.

Kind regards,

Chris Purvey
Customer Support

Broadband usage reporting (81101) - UPDATE

2014-07-04 14:21:53

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

Broadband Connectivity (81882) - NEW

2014-07-04 12:56:45

Earlier this morning we experienced a drop in a number of customer 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 network engineers are currently investigating.

If you are struggling to connect to the Internet then please try powering off your modem or router for 20 minutes before powering it back up and attempting to re-establish a connection to the Internet.

We'll provide another update later this afternoon.

Apologies for the inconvenience.

Kind regards,

Chris Purvey
Customer Support.

Planned Broadband Network Maintenance - Thursday 3rd July 5.00am-7.00am

2014-07-02 17:03:55

When's this work happening?
Early tomorrow morning, 3rd July.

What does it affect?
Broadband connectivity.

How long will it take?
Up to two hours.

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

Am I likely to notice the work?
No.

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 Website and Internal Systems Maintenance - Tue 1st July 11.00pm - Wed 2nd July 6.00am

2014-07-01 11:16:46

When is this work happening?
Overnight tonight into tomorrow morning, Wednesday 2nd 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 (Wednesday 2nd) 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

Increase in 21CN Broadband Capacity - July

2014-07-01 11:15:04

We will shortly be increasing the capacity of our WBC (21CN) broadband host links by a further 2.69Gbps. It's these host links that we use to deliver bandwidth to the majority of customers on our 21CN and Fibre services.

We're activating this extra capacity in line with the current budget, customers' usage habits and our projected growth in customer numbers.

Kind regards,

Chris Purvey
Customer Support.

Website problems (81825) - RESOLVED

2014-07-01 11:00:57

This is an update to the earlier post regarding a problem affecting access to certain pages of our website.

Our engineers have now resolved this issue.

Apologies for the inconvenience.

Kind Regards,

Chris Purvey
Customer Support

Broadband usage reporting (81101) - UPDATE

2014-07-01 09:11:08

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

Website problems (81825) - NEW

2014-07-01 09:09:54

We are aware that there is a problem affecting our website where certain pages may return the following message:

The server returned a "500 Internal Server Error".

We're working to fix this as quickly as possible and we apologise for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Support

Planned Broadband Network Maintenance - Tuesday 1st July 6.00am - 7.00am

2014-06-30 12:54:24

When's this work happening?
Early tomorrow morning, 1st July.

What does it affect?
Broadband connectivity.

How long will it take?
Up to one 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,

Chris Purvey
Customer Support.

Planned BT Network Maintenance - Week commencing 30th June 2014

2014-06-30 12:44:13

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.

1st July
East Wigston, Darlington, Newcastle and Glasgow.

2nd July
Glasgow and Manchester.

3rd July
Avonmouth, London Hornchurch and Leeds.

4th July
Poole.

7th July
Bristol, Glasgow, Slough, Belfast and Falkirk.

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

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