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Webspace (Homepages) FTP Timeouts (82230) - RESOLVED

2014-08-26 13:20:25

This is an update to previous posts regarding issues with timeouts when trying to FTP to our Homepages servers (ftp.plus.net).

This has been resolved and no further issues have since been reported.

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

Kind regards,

Adam Walker
Customer Support

Broadband Connectivity (82605) - RESOLVED

2014-08-26 09:44:25

This is an update to this weekend's posts about the connectivity problems affecting some of our customers.

Monitoring has continued over the weekend, all customers have now managed to re-connect to their broadband service and no further issues are apparent.

If you are still 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.

Please accept our apologies for any inconvenience this caused.


Kind regards,

Adam Walker
Customer Relations

Planned BT Network Maintenance - Week commencing 25th August 2014

2014-08-26 08:49:00

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.

27th August
Colindale, Leeds, Manchester, Milton Keynes and Newcastle

28th August
Wolverhampton, Birmingham, Derby, Cardiff, Guildford, Sheffield, Asthon-on-Ribble and Croydon South

29th August
Merthyr Tydfil and Camarthen

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

Planned BT Network Maintenance - Week commencing 25th July 2014

2014-08-25 15:45:17

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.

27th July
Colindale, Leeds, Manchester, Milton Keynes and Newcastle

28th July
Wolverhampton, Birmingham, Derby, Cardiff, Guildford, Sheffield, Asthon-on-Ribble and Croydon South

29th July
Merthyr Tydfil and Camarthen

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

Broadband Connectivity (82605) - UPDATE

2014-08-23 16:58:08

This is an update to our previous posts about connectivity problems affecting some of our customers.

We're continuing to monitor the situation, however most customers have been able to re-connect.

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 don't ancticipate any further issues, however a further update will be posted after the bank holiday weekend.

Sorry again for any inconvenience this may have caused.


Kind regards,

Adam Walker
Customer Relations

Broadband Connectivity (82605) - NEW

2014-08-23 13:08:09

Unfortunately we've experienced further issues which have caused 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.

Our network engineers are investigating.

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 later today.

Apologies again for any inconvenience.


Kind regards,

Adam Walker
Customer Relations

Broadband Connectivity (82605) - RESOLVED

2014-08-23 12:30:32

This is an update to yesterday evening's posts about the connectivity problems affecting some of our customers.

All customers have now managed to re-connect to their broadband service and no further issues are apparent.

If you are still 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.

Please accept our apologies for any inconvenience this caused.


Kind regards,

Adam Walker
Customer Relations

Broadband Connectivity (82605) - NEW

2014-08-22 23:56:47

Recently this evening 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 you should now be able to reconnect.

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 tomorrow morning.


Kind regards,

Adam Walker
Customer Relations

Planned Web Hosting (CGI) Maintenance - Friday 22nd August 1.00am - 5.00am

2014-08-21 15:58:32

When's this work happening?
Friday morning, 22nd August.

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

How long will it take?
About four hours.

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

Am I likely to notice the work?
No.

Is there anything else I need to know?
No.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Faults Troubleshooter Availability (82552) - RESOLVED

2014-08-19 11:33:37

This is an update in relation to our previous posts regarding issues with the Broadband Faults Troubleshooter.

The issue has been fixed and you should be able to use the Troubleshooter as normal.

Apologies again for any inconvenience caused.

Kind Regards,

Adam Walker
Customer Relations

Broadband Faults Troubleshooter Availability (82552) - NEW

2014-08-19 09:40:22

We're aware that the faults troubleshooter on our website is currently unavailable.

This is being investigated at present and further updates will be provided as soon as possible.

Apologies for any inconvenience caused,

Kind Regards,

Adam Walker
Customer Relations

Planned BT Network Maintenance - Week commencing 18th August 2014

2014-08-18 15:50:49

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.

20th August
Birmingham, Colombo, Derby, Guildford, Milton Keynes, Wolverhampton

21st August
London Colindale

22nd August
Manchester 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,

Linn Karstrom
Customer Relations

Planned Broadband Phone Maintenance - Saturday 16th August 1.00am - 5.00am

2014-08-15 16:45:03

When is this work happening?
Early hours of tomorrow morning, 16th August

What does it affect?
Our Broadband Phone VoIP service.

How long will it take?
About four hours.

What does the work involve?
Server upgrades.

Am I likely to notice the work?
There may be several interruptions to service during the maintenance window.

Is there anything else I need to know?
No.

Kind regards,

Chris Purvey
Customer Relations

Planned Web Hosting (CGI) Maintenance - Monday 18th August 10.30am - 11.30am

2014-08-15 16:43:58

When's this work happening?
Monday morning, 18th August.

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

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?
No.

Is there anything else I need to know?
No.

Kind Regards,

Chris Purvey
Customer Relations

Broadband usage reporting (81101) - RESOLVED

2014-08-11 15:10:26

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

Our engineers have now resolved the broadband usage problems and all customers should now be able to monitor their usage as normal from the member centre.

We apologise for any inconvenience this may have caused in the interim.

Kind regards,

Adam Cassim
Customer Relations

Planned Website and Internal Systems Maintenance - Mon 11th August 11.00pm - Tue 12th August 6.00am

2014-08-11 13:52:02

When is this work happening?
Overnight tonight into tomorrow morning, Tuesday 12th August.

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 12th) 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 Relations

Planned BT Network Maintenance - Week commencing 11th August 2014

2014-08-11 13:41:52

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.

12th August
Birmingham, Havant, Sheffield, Preston, Milton Keynes, Manchester, Ipswich, Hemel Hempstead and Exeter.

13th August,
South Elmsall, Plymouth, Glasgow, Ipswich, Crawley, Manchester, Oldham and Nottingham

14th August
Preston, Manchester, Bury, Southend, Oxford, Pontefract, Plymouth, Shrewsbury, Salisbury, Swansea, Yeovil, Nottingham, Weymouth and Guildford.

15th August
Liverpool, Manchester, Glasgow, Bristol and Cardiff.

18th August
London Stepney Green, Reading, Birmingham, Bristol and Reading.

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 Relations

Webspace (Homepages) FTP Timeouts (82230) - UPDATE

2014-08-08 16:16:39

This is an update to previous posts regarding issues with timeouts when trying to FTP to our Homepages servers (ftp.plus.net).

Monitoring of this platform is still under way and we're in discussion with our suppliers to arrange a long term fix.

We expect to be able to provide a more detailed update early next week and offer our apologies for the protracted nature of this problem.

Temporary measures will remain in place to avoid any further issues in the meantime.

Kind regards,

Adam Walker
Customer Support

Regional Engineering & Fault Delays - RESOLVED

2014-08-07 15:53:55

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 8 August 2014, the last of which can be seen below:

South Yorkshire

Southend

Broadlands

Swindon

West Downs


Apologies for any inconvenience caused.

Kind regards,

Adam Cassim
Customer Support

Webspace (Homepages) FTP Timeouts (82230) - UPDATE

2014-08-06 14:54:07

This is an update to previous posts regarding issues with timeouts when trying to FTP to our Homepages servers (ftp.plus.net).

Monitoring of this platform is still under way and we're in discussion with our suppliers to arrange a long term fix.

We expect to be able to provide a more detailed update later in the week and offer our apologies for the protracted nature of this problem.

Temporary measures will remain in place to avoid any further issues in the meantime.

Kind regards,

Adam Walker
Customer Support

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