Service Status

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Planned Website Maintenance 20th June 22:00 - 21st June 06:00

2016-06-17 14:27:24

When's this work happening?
Between 10pm on Monday evening and 6am Tuesday morning.

What does it affect?
Access to our website.

How long will it take?
Around 8 hours.

What does the work involve?
We're performing maintenance on back-end systems that our website relies on.

Am I likely to notice the work?
Yes, our website will be unavailable. Holding pages will be in place during the maintenance window.

Is there anything else I need to know?
No.

Kind regards,

Customer Support

Planned BT Network Maintenance - Week commencing 13th June 2016

2016-06-10 16:33:31

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.


16th June
Morriston, Omagh Te, Downpatrick Transmission Area, Bangor Gwynedd, Wrexham Central, Saintfield


Although these are the larger 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

Customer Support

MBORC Declaration - Update

2016-06-09 10:03:05

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

"Last week, parts of the UK, in particular the East of England, experienced extreme weather including severe lightning, torrential rain and flooding causing serious impacts to Openreach infrastructure, both above and below ground. Openreach declared MBORC for repair activities in two areas on 1 June 2016:

We've been taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We are now able to lift MBORC for repair activities from the following area, with effect from 23:59 on 08 June 2016:

Southend

MBORC for repair activities remains in place in the following area:

Broadlands

We'll continue to monitor the situation in Broadlands and we'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather.

In addition to this parts of the UK have experienced severe weather from Monday this week, including lightning strikes, heavy rain and flooding. This has caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels.

Openreach is therefore declaring MBORC for repair activities in the following areas, with effect from 23:59 on 8 June 2016:

Belfast
Province

We're taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We'll continue to monitor the situation in Belfast and Province and in a number of other affected areas, in particular St Albans and Croydon, and also West London, Esher, Thames North and Birmingham & Black Country.

We'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather."

Kind Regards

Customer Support

Webmail slowdowns (92189) - UPDATE

2016-06-08 15:55:17

This is an update to the recent posts regarding poor performance when using our webmail service.

Whilst we're aware that there are still slowdowns occurring with the platform, overall performance is at a similar level to prior to this service status thread being opened.

We're continuing to monitor and make improvements to this and will provide a further update within the next couple of weeks.

Kind Regards,

Customer Support

MBORC Declaration - UPDATE

2016-06-07 15:49:52

Unfortunately we haven't received any further updates regarding the MBORC that was declared last Tuesday.

As soon as we have any further information we will update this service status.

Kind Regards

Customer Support

Planned Network maintenance - Wednesday 8th June 02:00 - 07:00

2016-06-07 15:46:42

When's this work happening?
Tomorrow morning, 8th June, starting at 2am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to 5 hours.

What does the work involve?
We're performing maintenance on some of our broadband network.

Am I likely to notice the work?
Possibly. As part of this maintenance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
Some customers may find they lose connection more than once during this maintenance window but anyone disconnected should be able to reconnect straight away.

Kind regards,

Customer Support

Errors viewing some TV channels (88476) - RESOLVED

2016-06-06 12:40:13

We believe the problem causing the BTV-437 error code has now been resolved.

If you are still experiencing similar errors causing issues with viewing channels, please refer to our troubleshooting guides here: https://www.plus.net/help/tv/

Thank you for your patience with this matter. Apologies for any inconvenience this has caused.

Kind Regards,

Customer Support

Planned BT Network Maintenance - Week commencing 6th June 2016

2016-06-03 17:23:17

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.

7th
London Muswell Hill, London Lower Holloway, London Wembley, London Canonbury, London Loughton , Guildford B Gnd Flr, London South Kensington Belgravia, London Maida Vale Te, Spencers Wood A, London Kensal Green Te, Ustington Sussex, London Mill Hill, London Bishopsgate Te, London North Finchley Te, London New Southgate Te, Middlewich Te, London Kneller Hall , Barking Te, Southbank (Colombo House) Te, Rugby,

8th
London Rushey Green, London West Kensington 1st Flr Trs, Maidstone Te, London Walthamstow Te, London Worcester Park, London Marylebone, London Woolwich Te,
London Wembley , Loose, London Tulse Hill, London Uxbridge, London Walworth Te, Aberdeen Denburn Te, London Stepney Green, Gravesend Te , London Loughton, London Walton On Thames, Lowestoft, Highwoods, London Wanstead, London Mayfair Te, London Wimbledon, London Barnet, London Upper Holloway, Middleton-On-Sea, London Feltham, Saffron Walden Te, Vange Te , London Whitehall Te ,Ringmer , Wallington Te, Farnham Surrey Gnd Flr,

9th -
Boldon Te , Edinburgh Leith , London Bowes Park Te, Salisbury Sarum Trunk, Malmesbury, Dursley, Wokingham

Although these are the larger 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

Customer Support

Errors viewing some TV channels (88476) - NEW

2016-06-02 11:50:24

We're currently aware of a problem when trying to view certain channels on YouView TV from Plusnet. Attempting to view some channels may produce an error code similar to 'BTV-437'.

This is being investigated and we'll provide updates as they are available.

Apologies for any inconvenience caused.


Kind Regards,

Customer Support

MBORC Declaration - New

2016-06-01 17:32:27

We have received notice from our suppliers of a declaration of MBORC which is preventing them being able to provide actions within normal timescales. Please see the notification below:

""Due to thunder, lightning and torrential rain amid flash flood warnings we're declaring MBORC as of 1 June 2016 23:59 for repair activities in the following areas:

Southend
Broadlands

We're taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We'll continue to monitor the situation in Southend and Broadlands and across the region including; Cambridge, Colchester, Ipswich and St Albans.

We'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather."

Kind Regards

Customer Support

Internal Systems Maintenance - 1st June 22:00 - 2nd June 00:00

2016-06-01 17:28:53

When's this work happening?
Between 10PM and midnight tonight.

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 internal systems.

Am I likely to notice the work?
No unless there are any issues

Is there anything else I need to know?
No.

Kind regards

Customer Support

Webmail slowdowns (92189)- UPDATE

2016-06-01 11:31:31

This is an update to the earlier posts regarding slowdowns and problems when accessing our webmail platform.

Our engineers have performed some maitentance on the webmail platform and we're seeing improved performance over the last few days.

We'll keep this service status thread open whilst we continue to monitor and investigate this issue and will provide an update next week.

Sorry for any inconvenience this may have caused.

Kind Regards,

Customer Support

Webmail slowdowns (92189)- UPDATE

2016-05-27 18:09:20

This is an update to the previous post regarding slowdowns when accessing and using our webmail service.

Our engineers are continuing to investigate the problem and we'll provide an update early next week.

Sorry for any inconvenience this may be causing.

Kind regards,

Customer Support

Planned BT Network Maintenance - Week commencing 30th May 2016

2016-05-27 17:04:38

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.

2nd June -
SHEFFIELD ELDON HSE

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.

Planned Network maintenance - Wednesday 25th May 02:00 - 07:00

2016-05-24 18:10:00

When's this work happening?
Tomorrow morning starting at 2am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to 5 hours.

What does the work involve?
We're performing maintenance on some of our broadband network.

Am I likely to notice the work?
Possibly. As part of this maintenance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
Some customers may find they lose connection more than once during this maintenance window but anyone disconnected should be able to reconnect straight away.

Kind regards,

Customer Support

Webmail slowdowns (92189)- NEW

2016-05-24 11:23:57

We're currently aware that some customers are experiencing problems when using our webmail service at webmail.plus.net.

This issue is causing slowdowns when accessing the site or using the webmail service.

We're investigating the issue and will provide updates as they become available.

Sorry for any inconvenience this may be causing.

Kind regards,

Customer Support

Planned Broadband Fault Checker Maintenance - 21st May 0.01 - 21st May 5.00pm

2016-05-21 10:30:33

When's this work happening?
Until 5pm today.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately seven further hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No. Apologies for the late notice of this maintenance.

Kind regards,
Customer Support

Planned BT Network Maintenance - Week commencing 23rd May 2016

2016-05-20 17:18:12

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.

25th May
MOSBOROUGH, BIRMINGHAM

26th May
BIRMINGHAM, RAINHAM KENT, BURNHAM-ON-SEA, ABERDARE TE, LIVERPOOL AINTREE ATE, LONDON DULWICH, LYMINGTON HANTS, LIVERPOOL MAGHULL, LONDON RAINHAM

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,

Matty Cassell
Customer Relations

Data Transfer Issues (92124) - RESOLVED

2016-05-16 12:28:57

This is an update to our previous posts regarding data transfer issues when trying to access online services or websites.

Our engineers have identified the root cause of the issue and are now working with our suppliers to fix the problem.

Steps have been taken in the meantime to mitigate any further impact from this issue and we don't anticipate any further problems to be caused by this.

Apologies for any inconvenience this may have caused.


Kind Regards,
Customer Support

Data Transfer Issues (92124) - UPDATE

2016-05-14 14:10:02

This is an update to the earlier posts regarding data transfer issues when trying to access online services or websites.

Our engineers have resolved the issue and monitoring will continue over the weekend.

We will review the issue with our suppliers on Monday and will keep this service status thread open in the meantime.


Kind Regards,
Customer Support

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