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Fault troubleshooter maintenance - 7th Nov 10pm - 8th Nov 4am

2015-11-06 14:43:03

When's this work happening?
Saturday night through to Sunday morning.

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

How long will it take?
Around 6 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.

Kind regards,

Matthew Wheeler

Planned BT Network Maintenance - Week commencing 9th November 2015

2015-11-06 14:41:05

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.

10th
Sheffield, Ludlow, Truro Kenwyn, Thurso & Tynegate, Wadebridge, Whitchurch, Willenhall - Staffs, Woking, Filton, Worle & Yateley

11th
London Maida Vale, London Molesey, London Rickmansworth & London Romford South, Hertford, Heywood, Manchester Woodley, Morriston, Mosborough, Narborough, Lancs & Newark

12th
Doncaster Don, Falkirk, London Bermondsey, Edinburgh Caledonian, Kendal, Cheltenham, Holmbrook, Holywell, London Lee Green, London Lords & Wolverton Bucks, East Grinstead

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

Planned BT Network Maintenance - Week commencing 2nd November 2015

2015-11-02 17:19:11

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.

3rd
Bristol, Glasgow, Liverpool, Truro, London Bermondsey, Montfort, Norwich City & Nottingham Sheriff, Stanley, London Catford, Malden, Twickenham, Ferndown, Newton Abbot, Ludlow.

4th
Manchester Pendleton, Northampton, Pontefract, Broadstairs & Broomhill, Callington, London Sanderstead, London Weybridge, Oxford Metro, Padgate & Saddleworth, Bristol Central, Glasgow Telephone House and Liverpol Lancaster House


5th
London South Harrow, London Vauxhall, London Bermondsey, Northwich Cheshire, Dunbar & Penicuik, Chard, Coventry Central, Daubhill, Dingwall, Droitwich, London Woodford & Penarth, Bristol Central, Truro, Glasgow Telephone House, Liverpool Lancaster House, Yeovil, Bristol Central, Truro, Glasgow Telephone House, Liverpool Lancaster House, Yeovil,


6th
London Thornton Heath, Petersfield, Porthmadog, Southend, Stoke Trinity & Stroud, Sheffield, Slough, South Shields & Swansea, Bristol, Glasgow, Liverpool, Truro,


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,

Adam Walker
Customer Support

Planned Systems Maintenance - 6th November 06:00-08:00

2015-11-02 16:25:49

When's this work happening?
Between 6am and 8am on Friday November 6th 2015.

What does it affect?
Our Internal Systems

How long will it take?
Approximately two hours.

What does the work involve?
Ongoing work to improve our overall service and a precursor to some future development.

Am I likely to notice the work?
No impact is expected.

Is there anything else I need to know?
No.


Kind regards

Plusnet Help

Data Transfer Issues - RESOLVED

2015-10-29 10:47:09

This is an update to our previous post regarding data transfer issues when attempting to browse websites or access other internet related services.

The underlying cause for this issue has now been resolved and customers should be able to use their connections as normal.

If you suspect you are still affected by this problem then please try disconnecting/reconnecting your router.

Sorry for any inconvenience.

Kind Regards,

Plusnet Help

Website access problems - RESOLVED

2015-10-28 16:50:24

This is an update to the earlier issue resulting in timeouts or whitescreens when attempting to browse our website.

These issues are now resolved and you should be able to access our website as normal.


Kind Regards,

Plusnet Help

Data Transfer Issues - NEW

2015-10-28 15:32:45

Some of our customers are experiencing data transfer problems, this means your router may show as connected but you're unable to access any online services or websites.

We’re really sorry for any inconvenience this may be causing.

Our engineers are working to resolve this as soon as possible, and we’ll keep you updated on their progress.

Kind Regards,

Plusnet Help

Website access problems - NEW

2015-10-28 15:31:29

We’re aware some customers may be experiencing problems accessing our website.

If you receive an error or white screen, please try refreshing the page in your browser.

We’re really sorry for any inconvenience this may be causing.

Our engineers are working to resolve this as soon as possible, and we’ll keep you updated on their progress.

Kind Regards,

Plusnet Help

Planned BT Network Maintenance - Week commencing 26th October 2015

2015-10-23 17:02:09

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.

26th
Fraserburgh, Sunderland North, Sutton-in-Ashfield, Swadlincote, Swaffham, Tamworth Saxongate, Taunton Toneside, Wellington [Telford], Thanet, Thatcham, Thetford, Tilehurst.

27th
Aberdeen [Kincorth], Otley, Glasgow [Halfway], Totton, Amersham, Andover, Andoversford, Ashton-in-Makerfield, Trowbridge, Weymouth, Whitehaven, Whitley Bay, Bangor, Bradford, Dundee Steeple, Falkirk, Newcastle Upon Tyne Central, Truro, Ashford - Kent & Hanley.

28th
Reading, Birmingham, Glasgow, London Colindale, London Howland Street, Barnsley Mill Lane - South Yorks, Morecombe, Bideford, Bishops Stortford, London Chertsey & Cheltenham, Falkirk, Truro & Yeovil.

29th
Birmingham Bearwood, Brecon, Carnforth, Hove, Inverness Macdhui, Livingstone Bridge, Glasgow Paisley, Hemel Hempstead, Liverpool TK Lancaster House & London Potters Bar, Bangor, Falkirk, Truro & Yeovil.

30th
Birmingham Edgebaston, Bracknell, Brechin, Enniskillen, Haverhill, London Hornchurch.


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,

Harry Beesley
Customer Support

Planned BT Network Maintenance - Week commencing 19th October 2015

2015-10-19 16:04:53

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.

20th
Oswestry, Otley, Penistone, Penzance, Perth, Peterlee, Pontypool, Poole, Dover, London Bromley, Worcester, Norwich West, Carlisle, Dundee, Glasgow, Newcastle-upon-Tyne, Shrewsbury, Canterbury

21st
Malvern, Dundee Fairmuir, Poulton-le-Fylde, Ross-on-Wye, Rotherham Clifton, Pudsey, Scunthorpe Churchland, Redruth, Ringwood, Rochdale, Royston, Rugby, Rushden, Dundee, Glasgow, Newcastle-upon-Tyne, Shrewsbury

22nd
Reading, Selby, Southampton Woolston, Southport, Spalding, St.Ives, St.Neots, Stamford, Fareham, Rustington, Saxmundham, Scarborough Northway

23rd
Folkestone, Stanley, Stevenage, Stirling, Stoke City, Stowmarket, Sudbury, Summertown, Stockton-on-Tees, Stratford-on-Avon, Stroud, Boston

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,

Harry Beesley
Customer Support

Planned BT Network Maintenance - Week commencing 12th October 2015

2015-10-09 15:42:20

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.

13th Oct
Edinburgh Donaldson, Southampton, Birmingham, Yeovil, Lowestoft, Lurgan, Newbury, Newcasle-under-Lyme, Newquay, Worthing, York, London Faraday, London Tottenham, London Merton Park, Long Eaton.

14th Oct
Llanelli, Market Harborough, Wickford, Wigan, Willaston, Willowcroft, Wimborne, Windsor, Winsford, Wisbech, Witham, Fraserburgh, Whitby, Saxmundham, Penrith, Carmarthen, Hetton Le Hole, Stoke City, Locks Heath.

15th Oct
Ashford Kent, Carlisle Portland, Nottingham Bowman Sheriff & Oxford, Rotherham, Hatfield Woodhouse, Skipton, Oban, Newquay, Workington, Binley, Swaffham, Whitley Bay, Daventry, Shefford, Shrewsbury, Sittingbourne, Skegness, Shenley Church End, Shipley, Skelmersdale, Sleaford, South Benfleet, South Elmsall, St. Austell.

16th Oct
Norwich North, Northallerton, Sheffield, Southampton, St. Helens, Stoke Trinity, Witney, London Wandsworth, London Wimbledon, Manchester Hyde, Newmarket, Newport Pagnell.

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 Support

Fault troubleshooter maintenance - 10th Oct 10pm - 11th Oct 6am

2015-10-09 13:26:39

When's this work happening?
Saturday night through to Sunday morning.

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

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 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.

Kind regards,

Chris Parr
Customer Relations

Router Setup (TR069) problems (88307) - RESOLVED

2015-10-09 10:49:05

This is an update to our previous post regarding issues with automated router setup (TR069).

The issue has now been resolved meaning that new router setups and password updates are working again as expected.

Thanks for your patience and apologies for any inconvenience.


Kind Regards,

Adam Walker
Customer Relations

Webmail, Community and other services (88343) - RESOLVED

2015-10-09 08:59:01

This is an update to our previous post regarding problems with access to our webmail platform along with our Community Site.

The problem has been resolved and customers should be able to access the webmail platform and Community site without any issues.

Kind Regards

Matthew Wheeler
Customer Relations

Webmail, Community and other services (88343) - NEW

2015-10-09 04:37:48

We're currently experiencing problems with access to our webmail platform along with our Community Site. This may also be affecting some other services.

Attempting to access these sites may currently be resulting in errors.

Our engineers are currently investigating this issue and we'll provide further updates as they are available.

Please accept our apologies for any inconvenience this may cause.

Kind Regards,

Chris Parr
Customer Support

Router Setup (TR069) problems (88307) - UPDATE

2015-10-08 16:50:01

This is an update to our previous post regarding issues with automated router setup (TR069).

We have now resolved the issue with password changes, these are now updating on router settings automatically as we'd expect.

However some of the password changes made whilst this issue has been evident require us to run a script manually, this is due to take place overnight.

We apologise for any inconvenience and will provide further updates tomorrow.


Kind Regards,

Adam Walker
Customer Relations

Router Setup (TR069) problems (88307) - UPDATE

2015-10-08 14:39:03

This is an update to our previous post regarding issues with automated router setup (TR069).

We've now resolved the issue with automated setup adding incomplete usernames into router configuration.

However we're still working to resolve the specific issue where password changes are not taking effect.

We're continuing to investigate this and will continue to post further updates as soon as we can.

Kind Regards,

Adam Walker
Customer Relations

No access to internet TV channels - RESOLVED (88305)

2015-10-08 09:42:15

This is an update to our previous posts regarding issues with access to internet TV channels.

We have investigated and resolved this issue and all channels should have returned after 1am on the 08/10/2015.

If you are still having problems receiving the channels then alternatively to receive the channels back you can perform a manual software update.

Kind Regards,

Ben Babinski
Customer Relations

Router Setup (TR069) problems (88307) - UPDATE

2015-10-08 09:30:24

This is an update to our previous post regarding issues with automated router setup (TR069).

Unfortunately we've experienced a further issue where automated setup is causing only a partial username to be entered into the router settings.

Any password changes should now take effect and be automatically updated as normal. However following this you may need to log in to the router and update your login details manually.

Details for how to make changes to the router set up can be found on our website here: http://www.plus.net/support/broadband/hardware/

We'll be post further updates when they become available to us.

Kind Regards,

Adam Walker
Customer Relations

Router Setup (TR069) problems (88307) - UPDATE

2015-10-07 16:45:45

This is an update to our previous post regarding issues with automated router setup (TR069).

The problem causing routers to not be automatically setup when plugged in for new customers has now been resolved.

You may find that if you change your connection password on our website the router does not automatically connect on this new password, if this occurs you will need to log in to the router and update the connection password stored within. Details for how to make changes to the router set up can be found on our website here: http://www.plus.net/support/broadband/hardware/

We'll post a further update on this issue tomorrow.

Kind Regards,

Chris Parr
Customer Support

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