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Email/Webmail connection issues (96159) - UPDATE

2016-11-30 17:38:19

This is an update to our previous posts regarding work which is underway on our webmail service.

Work is still underway to restore this service at present.

Some of our customers have reported a better experience using an email client instead of webmail,
whilst this is not a fix a guide on how to set this up can be found here:

https://community.plus.net/t5/Email/How-to-get-your-e-mails-through-a-e-mail-client/m-p/1390685#M17362

Further updates will be posted when we have more information.

Kind Regards,
Customer Support

MBORC Declaration - Update

2016-11-30 15:30:10

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:

“Parts of the UK experienced severe weather over the weekend of 19 and 20 November, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues were also causing serious problems for our engineering teams in these areas.

Openreach declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016, two areas with effect from 23:59 23 November 2016 and two further areas, with effect from 23:59 24 November 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 and are now able to remove MBORC from the following area, with affect from 23:59 30 November 2016:

Central Downs

MBORC remains in place in the following areas:

Northampton
Oxfordshire
Taunton
Bristol
Swindon”

Kind Regards,
Customer Support

Planned Website Maintenance - Thursday 1st December 02:00 - 03:00

2016-11-30 14:36:36

When's this work happening?
Early Thursday morning.

What does it affect?
Access to our website.

How long will it take?
Approximately one hour.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

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

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-11-30 09:26:16

This is an update to our previous posts regarding maintenance performed overnight on our webmail platform.

Further work to restore this service is currently taking place.

We’re continuing to monitor the situation closely and more updates will be provided later today as the work progresses.

Kind Regards,
Customer Support

Email/Webmail connection issues (96159) – UPDATE

2016-11-29 20:04:26

This is an update to our previous posts regarding issues connecting to our webmail service.
We’ve identified the root cause of the issue and will perform maintenance overnight to rectify this.

In order to complete this work both email and webmail services will be unavailable between 10.30pm this evening and 5.30am tomorrow morning.

We apologise for any further inconvenience this may bring and further updates will be provided tomorrow.

Kind Regards,
Customer Support

Email/Webmail connection issues (96159) - NEW

2016-11-29 16:35:37

We’re aware that customers are receiving error messages when trying to access their Webmail - we’re working hard on fixing this and will keep you updated when we have more information.

Broadband performance & packet loss (95943) - RESOLVED

2016-11-28 16:31:24

This is an update to the recent posts regarding packet loss.

Following improvements that were made last week and our monitoring over the weekend we are now seeing that this issue is resolved.

If you are experiencing problems or issues with your connection please contact us via the usual support methods.

Apologies for any inconvenience this may have caused.

Kind Regards

Customer Support

Planned Email/Webmail maintenance - Monday 28th November 10pm - Tuesday 29th 6.00am

2016-11-28 14:51:39

When's this work happening?
10pm Monday 28th, until Tuesday 29th 6am.

What does it affect?
Email collection, email delivery and access to our Webmail service.

How long will it take?
Up to eight hours, although it’s unlikely to take this long.

What does the work involve?
We’re upgrading our email storage platform.

Am I likely to notice the work?
Yes.
You will be unable to collect any email (POP3/IMAP) for the duration of the work. When trying, your email application may return error messages.
You will not be able to log into our Webmail service for the duration of the work and are likely to encounter error messages when trying.
Email sent to you will not be delivered whilst the work is underway.

Is there anything else I need to know?
Email sent to you during the maintenance window should be queued and delivered once the work is complete. There is a slim chance that some emails from senders not complying with internet standards may not arrive and need to be resent.

Kind Regards

Customer Support

Broadband performance & packet loss (95943) - UPDATE

2016-11-26 12:00:59

This is an update to Thursday’s post regarding packet loss.

Following improvements that were implemented over Wednesday evening we believe that for the majority of customers these issues should now be resolved.

We are continuing to monitor and investigate the remaining issues further and we will provide a further update on Monday.

Kind Regards

Customer Support

Email/Webmail slowdowns (95107) - UPDATE

2016-11-26 11:58:40

We are aware that some customers are experiencing slow access to webmail, or problems when using email clients to send/receive email.

This is still being worked on and investigated.

If you are continuing to experience problems when using webmail, you may find that setting up an email client provides a better level of performance for you.

You can find the settings required for this here: https://www.plus.net/help/email-guides/how-to-set-up-plusnet-email/

Our Community forums are a good place to ask for help if you require further assistance in setting up an email client. https://community.plus.net/t5/Email/bd-p/Email

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


Please accept our apologies for any inconvenience caused.

Kind Regards,

Customer Support

Planned Email/Webmail maintenance - Monday 28th November 10pm - Tuesday 29th 6.00am

2016-11-25 15:52:26

When's this work happening?
10pm Monday 28th, until Tuesday 29th 6am.

What does it affect?
Email collection, email delivery and access to our Webmail service.

How long will it take?
Up to eight hours, although it’s unlikely to take this long.

What does the work involve?
We’re upgrading our email storage platform.

Am I likely to notice the work?
Yes.
You will be unable to collect any email (POP3/IMAP) for the duration of the work. When trying, your email application may return error messages.
You will not be able to log into our Webmail service for the duration of the work and are likely to encounter error messages when trying.
Email sent to you will not be delivered whilst the work is underway.

Is there anything else I need to know?
Email sent to you during the maintenance window should be queued and delivered once the work is complete. There is a slim chance that some emails from senders not complying with internet standards may not arrive and need to be resent.

Kind Regards

Customer Support

Planned BT Network Maintenance - Week commencing 28th November 2016.

2016-11-25 14:08:07

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.

Although there are no large outages this week, there are 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

Planned Systems Maintenance 27th November 02:00 - 03:00

2016-11-25 13:56:43

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

How long will it take?
Approximately an hour.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems that our website relies on.

Am I likely to notice the work?
Yes, access to our internal systems and also our website will be unavailable during part of the maintenance window, holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Planned Network Maintenance - Monday 28th November 01:00 - 06:00, Tuesday 29th November 01:00 - 06:00

2016-11-25 13:52:31

When's this work happening?
Monday the 28th November starting at 1am and Tuesday the 29th of November starting at 1am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to five hours each day.

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?
No

Kind regards,
Customer Support

MBORC Declaration - Update

2016-11-25 13:34:58

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:

"Parts of the UK experienced severe weather over the weekend and into this week, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to our suppliers infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues are also causing serious problems for our engineering teams in these areas.

Our suppliers declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016 and two areas with effect from 23:59 23 November 2016.

Along with our suppliers we are now declaring MBORC for repair activities in two further areas, with effect from 23:59 24 November 2016:

Northampton
Oxfordshire

MBORC remains in place in the following areas:

Central Downs
Taunton
Bristol
Swindon"

MBORC Declaration - New

2016-11-24 14:35:00

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:

"Parts of the UK experienced severe weather over the weekend and into this week, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to our suppliers infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues are also causing serious problems for our engineering teams in these areas.

We declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016.
MBORC
Bristol
Swindon

Along with our suppliers we are now declaring MBORC for repair activities in two further areas, with effect from 23:59 23 November 2016:

Central Downs
Taunton

Our suppliers are taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can. "

We will continue to closely monitor the situation in these areas and in a number of other affected areas.

We will remove MBORC for the affected areas as soon as service can be restored to the levels they were at immediately before the severe weather.

Broadband performance & packet loss (95943) - UPDATE

2016-11-24 14:32:26

This is an update to yesterday’s post regarding packet loss.

Our engineers have made some improvements overnight and we believe that for the majority of customers these issues should now be resolved.

We are continuing to monitor and investigate the remaining issues further and we will provide a further update tomorrow

Kind Regards

Customer Support

Broadband performance & packet loss (95943) - UPDATE

2016-11-23 19:46:34

We are aware that a small amount of customers remain impacted by packet loss issues

Our engineers continue to work hard to find a solution.

Apologies to those of you experiencing difficulties we will continue to update you when new information becomes available.

Kind Regards,
Customer Support

Planned Website Maintenance - Thursday 24th November 00:00 - 06:00

2016-11-23 17:45:43

When's this work happening?
Early Thursday morning

What does it affect?
Our internal systems.

How long will it take?
Approximately six hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

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

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Broadband performance & packet loss (95943) - UPDATE

2016-11-23 15:02:52

We are aware packet loss is still ongoing for some broadband customers at the moment.

Our engineers are still working really hard exploring a solution.

Apologies to those of you experiencing difficulties and we will continue to post updates on a regular basis

Kind Regards,
Customer Support

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