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Regional Engineering & Repair Delays - UPDATE

2014-03-06 17:17:57

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

MBORC declarations have been removed from the following areas:

Swansea and West Wales
Swindon
Bournemouth
Taunton

MBORC for repair activities still remain in place for the areas listed below:

Cumbria
Mid Wales & Shrewsbury
Exeter
Truro
North Wales

MBORC for provision activities also still remain in place for the areas listed below:

Cardiff
Bristol

Openreach continue to focus their efforts in the above areas to bring the position back to normal as quickly as possible.

We'll post further updates as they become available.

Kind regards,

Chris Purvey
Customer Support

Webmail slowdowns (79258) - UPDATE

2014-03-06 16:57:03

This is an update recent posts regarding slowdowns and loading delays when accessing our webmail platform.

This issue is being caused by the storage platform used by our webmail. Our network engineers are working to replace this and have completed some initial configuration work, unfortunately following this we've identified a problem we'll need to resolve before replacing the storage platform. This may mean that our previous estimate for the resolution is no longer accurate and could push the installation in to April.

In the meantime we're very sorry for any inconvenience caused by this issue and would recommend that our customers access their email via a mail client such as Windows Live Mail where possible.

Kind regards,

Chris Parr
Customer Support

Planned Website and Internal Systems Maintenance - Friday 7th March 2.00am - 6.00am

2014-03-06 16:24:51

When is this work happening?
Early hours of tomorrow morning, Friday 7th March.

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

How long will it take?
About four 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 2:00am through to 6:00am tomorrow morning (Friday 7th) 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 (79818) - RESOLVED

2014-03-06 10:07:54

This is an update to yesterday's post regarding some customers not being able to access websites or use other internet based services.

Our network engineers have made some configuration changes to our network which have resolved the issue.

We're now closing this service status but we'll continue to monitor this over the next 24 hours.

Apologies for any inconvenience caused.

Kind Regards,

Chris Purvey
Customer Support

Broadband connectivity (79818) - UPDATE

2014-03-05 17:29:36

This is an update to the earlier post regarding some customers not being able to access websites or use other internet based services.

Our network engineers are still continuing to work on resolving this.

We'll provide a further update on this tomorrow.

Apologies for any inconvenience caused.

Kind Regards,

Chris Purvey
Customer Support

Regional Engineering & Repair Delays - UPDATE

2014-03-05 16:57:30

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

The MBORC declaration has been removed in the following area:

Newport Severnside

MBORC for repair activities still remain in place for the areas listed below:

Cumbria
Mid Wales & Shrewsbury
Swansea and West Wales
Swindon
Bournemouth
Taunton
Exeter
Truro
North Wales

MBORC for provision activities also still remain in place for the areas listed below:

Cardiff
Bristol

Openreach continue to focus their efforts in the above areas to bring the position back to normal as quickly as possible.

We'll post further updates as they become available.

Kind regards,

Chris Purvey
Customer Support

Planned Website and Internal Systems Maintenance - Wed 5th Mar 11.00pm - Thur 6th Mar 6.00am

2014-03-05 15:42:43

When is this work happening?
Overnight tonight into tomorrow morning, Thursday 6th March.

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 and improvements.

Am I likely to notice the work?
You may do, yes. Our website will be unavailable between 11:00pm tonight through to 6am tomorrow morning (Thursday 6th) 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 (79818) - UPDATE

2014-03-05 15:37:27

This is an update to the earlier post regarding some customers not being able to access websites or use other internet based services.

Our network engineers are continuing to work on resolving this.

We'll continue to provide updates as soon as we have them.

Apologies for any inconvenience caused.

Kind Regards,

Chris Purvey
Customer Support

Broadband connectivity (79818) - UPDATE

2014-03-05 10:09:42

This is an update to last night's post regarding some customers not being able to access websites or use other internet based services.

We are still receiving sporadic reports of customers experiencing this issue. Our network engineers are continuing to investigate and work on the issue.

We'll provide a further update later today.

Apologies for any inconvenience caused.

Kind Regards,

Chris Purvey
Customer Support

Broadband connectivity (79818) - REOPENED

2014-03-04 22:43:33

This is an update to the earlier post regarding some customers not being able to access websites or use other internet based services.

Unfortunately the problem has appeared again so we're investigating the cause.

Sorry if this is causing any inconvenience.

Kind regards,

Chris Purvey
Customer Support

Broadband connectivity/Phone System (79818/79821) - RESOLVED

2014-03-04 14:15:28

This is an update to the earlier post regarding customers not being able to access websites or use other internet based services.

Our engineers have identified the issue and service is now restored.

The problem causing our customer support phone system to be unavailable has also been resolved.

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


Kind Regards,

Chris Parr
Customer Support

Broadband Phone - RESOLVED

2014-03-04 12:19:51

This is an update regarding the previous post stating that there were problems with broadband phone registration and making/receiving calls.

We've now received confirmation from our suppliers that this has been resolved as below:

Service has returned to normal and phone registrations, inbound and outbound calls are working successfully. We are continuing to monitor the VoIP platform and systems.

We apologise for any inconvenience caused.

Kind Regards,

Linn Karstrom

Broadband Phone - NEW

2014-03-04 10:48:37

We've received the following notification from our Broadband Phone suppliers regarding problems registering on the service and making/receiving calls.

A copy of the notice can be seen below:

Brief:
We are investigating reports of failures with phone registrations.

Impact:
Customers may experience issues with phone registration and inbound and outbound calls.

We'll provide an update once we receive one from our suppliers.

Kind Regards,

Chris Parr
Customer Support

Broadband connectivity/Phone System (79818/79821) - UPDATE

2014-03-04 10:29:01

This is an update to the earlier post regarding customers not being able to access websites or use other internet based services.

Our engineers have identified the issue and believe that service should now be restored.

Due to the volume of calls we're currently experiencing due to this issue, some customers may notice a dead or engaged tone when trying to call us, we're working to resolve this.

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


Kind Regards,

Chris Pettitt
Customer Support

Broadband connectivity (79818) - NEW

2014-03-04 09:37:59

We have become aware of an issue resulting in customers not being able to access websites or use other internet based services.

Occasionally when browsing you may receive an error stating that your browser is unable to find the site specified.

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

We are also receiving an increased volume of calls from customers who are suffering from this issue, meaning that you may find longer than normal waits when calling.

We apologise for any inconvenience this may cause.

Kind regards,

Chris Purvey
Customer Support

Regional Engineering & Repair Delays - UPDATE

2014-03-03 16:27:10

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

MBORC declarations have been removed in the following areas:

Cardiff
Bristol
Lancashire
South Manchester
West Yorkshire

MBORC still also remain in place for the areas listed below:

Cumbria
Mid Wales & Shrewsbury
Swansea and West Wales
Newport Severnside
Cardiff
Swindon
Bristol
Bournemouth
Taunton
Exeter
Truro
North Wales

Openreach continue to focus their efforts in the above areas to bring the position back to normal as quickly as possible.

We'll post further updates as they become available.

Kind regards,

Chris Purvey
Customer Support

Planned BT Network Maintenance - Week commencing 3rd March 2014

2014-03-03 15:43:33

When's this work happening?
Early hours of 4th and 7th March.

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 March
Stowmarket, Norwich and Accrington

7th March
Edinburgh, Nottingham, Manchester and Sheffield

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

Increase in 20CN and 21CN Broadband Capacity - March

2014-03-03 15:40:50

We will shortly be increasing the capacity of our IPSC (20CN) broadband host links by a further 540Mbps. It's these host links that we use to deliver bandwidth to customers provisioned on an 'Up to 8Mbps' 20CN product.

In addition to this we will also be increasing the capacity of our WBC (21CN) broadband host links by a further 13.15Gbps. 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

Planned BT Network Maintenance - Week commencing 24th February 2014

2014-02-24 11:10:15

When's this work happening?
Early hours of 25th, 26th and 27th February.

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 February
Stratford upon Avon, Chichester, Glasgow, Blackburn, Cheltenham and Morpeth

26th February
Shefford, Grimsby and Mexborough

27th February
Milton Keynes, Darlington and Newmarket

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

Webmail slowdowns (79258) - UPDATE

2014-02-21 13:49:58

This is an update to last months service status regarding slowdowns and loading delays when accessing our webmail platform.

This issue is being caused by the storage platform used by our webmail. Our network engineers are working to replace this, we expect to have the new platform in place by the end of March this year.

In the meantime we're very sorry for any inconvenience caused by this issue and would recommend that our customers access their email via a mail client such as Windows Live Mail where possible.

Kind regards,

Chris Purvey
Customer Support

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