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Emergency Broadband Network Maintenance - Wed 1st October 4.30pm - 6.00pm

2014-10-01 16:38:21

When's this work happening?
Wednesday afternoon, 1st October.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 2 hours.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers will be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind regards,

Linn Karstrom
Customer Relations

Planned Website and Internal Systems Maintenance - Thur 2nd Oct Midnight - 3.00am

2014-10-01 15:54:15

When is this work happening?
Early hours of tomorrow morning, 2nd October.

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

How long will it take?
About 3 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 from midnight tonight until 3.00am in the morning and holding pages will be in place. Our customer support centre will not have access to customers' account details during this time.

Is there anything else I need to know?
No.

Kind regards,

Linn Karstrom
Customer Relations

Planned Broadband Network Maintenance - Wed 1st October 1.00pm - 3.00pm

2014-09-30 15:41:28

When's this work happening?
Wednesday afternoon, 1st October.

What does it affect?
Broadband connectivity.

How long will it take?
2 hours.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers will be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
If you're experiencing difficulties connecting to the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind regards,

Linn Karstrom
Customer Relations

Planned BT Network Maintenance - Week commencing 30th September 2014

2014-09-29 15:51:00

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.

30th September
Belfast

1st October
Bedminster, Colombo, Leeds, Peterborough, Preston, Slough, Stepney Green

2nd October
Colindale, Colombo, Guildford, Manchester, Milton Keynes, Redcar, Slough, Stepney Green

3rd October
Birmingham, Colindale, Derby, Faraday, Guildford, Slough, Southampton, Stepney Green

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 Faults Troubleshooter Maintenance - Sat 27th September 22.00pm - 06.00am Sunday 28th September - CANCELLED

2014-09-26 17:12:13

This is an update to the previous post regarding Broadband Faults Troubleshooter Maintenance.

Please note that this work has now been cancelled so no maintenance will be taking place during the aforementioned times.

Kind regards,

Adam Walker
Customer Relations

Planned Broadband Network Maintenance - 2.00pm Sat 27th Sept - 3.00pm Mon 29th Sept

2014-09-26 14:55:48

When's this work happening?
2.00pm Saturday 27th September – 5.00pm Saturday 27th September.
2.00pm Monday 29th September – 3.00pm Monday 29th September.

What does it affect?
Broadband connectivity.

How long will it take?
The initial work is expected to take a few hours with further work to take place on Monday providing the first piece of work is successful.

What does the work involve?
We're making some changes to parts of our broadband network.

Am I likely to notice the work?
Possibly. Some customers may be briefly disconnected from the Internet, any customers disconnected should reconnect automatically.

Is there anything else I need to know?
No.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Faults Troubleshooter Maintenance - Sat 27th September 22.00pm - 06.00am Sunday 28th September

2014-09-26 14:50:29

When's this work happening?
22.00pm on Saturday through to Sunday 06.00, 28th September.

What does it affect?
Access to the Broadband Faults Troubleshooter on our website.

How long will it take?
Approximately eight hours.

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

Am I likely to notice the work?
You won't be able to access our Broadband Faults Checker 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 limited access to some BT back-end systems for the majority of the maintenance window.

Kind regards,

Adam Walker
Customer Relations

Usergroup/Usertools Problems (82948) - NEW

2014-09-26 14:08:37

We were made aware of a problem meaning users may have been unable to access the Usergroup/Usertools website. This has now been resolved.

We apologise for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Regional Engineering & Repair Delays - UPDATE

2014-09-26 11:48:10

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

MBORC has been removed for repair activities for the following area, with effect from 23:59 26 September 2014:

Southampton

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

Swindon

Apologies for any inconvenience caused.


Kind regards,

Adam Walker
Customer Relations

Customer Support phone system problems (82926) - RESOLVED

2014-09-25 10:03:58

This is an update to our previous posts regarding issues with our internal phone system.

Our engineers have identified the issue and resolved this so any user's whose calls were dropped should be able to call back.

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

Kind regards,

Linn Karstrom
Customer Relations

Customer Support phone system problems (82926) - NEW

2014-09-25 08:47:21

Further to our previous post stating that the issues had been resolved it seems that we are still experiencing problems with our internal telephone system.

Our engineers are investigating and we'll provide another update shortly.

Apologies for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Customer Support phone system problems (82926) - RESOLVED

2014-09-25 08:40:10

This is an update to our previous post regarding issues with our internal phone system.

Our engineers have identified the issue and resolved this so any user's whose calls were dropped should be able to call back.

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

Kind regards,

Linn Karstrom
Customer Relations

Customer Support phone system problems (82926) - NEW

2014-09-25 08:09:15

We are currently experiencing problems with our internal telephone system.

Earlier this morning we became aware of some issues which may be causing some user's calls to be dropped when speaking to us and when waiting to get through to us.

Our engineers are investigating and we'll provide another update shortly.

Apologies for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Planned Usergroup/Usertools maintenance - Thursday 25th September 6.30am-7.00am

2014-09-24 15:52:05

When's this work happening?
Tomorrow morning, 25th September.

What does it affect?
Access to the Usergroup and Usertools websites:
http://usergroup.plus.net
http://usertools.plus.net

How long will it take?
About 30 minutes.

What does the work involve?
We are migrating the above websites to a new server environment.

Am I likely to notice the work?
It's unlikely, however the chat feature, the Usertools IRC server and some outdated tutorial content has been removed/retired as part of the migration. The Usergroup forums will also be offline whilst DNS is allowed time to catch up (see below).

Is there anything else I need to know?
Because this is a DNS change, it is likely to take 24 hours or so for the changes to fully propagate. During this time, some visitors to the above sites will be taken to the old server, whilst others will see the new one. The Usergroup forums will also be in 'maintenance mode'.
If you experience any problems following the migration then please let us know by posting over on our discussion forums - http://community.plus.net/forum/index.php/topic,132139.0.html

Linn Karstrom
Customer Relations

Planned Customer Support Phone System Maintenance - Thursday 25th September 00.30am - 06.00am

2014-09-24 15:33:34

When's this work happening?
In the early hours of tomorrow morning, Thursday 25th September.

How long will this take?
Around 5.5 hours.

What does it affect?
The telephone system used by our Customer Support Centre.

What does the work involve?
We're making some changes to our internal Phone system to improve stability.

Am I likely to notice the work?
You shouldn't do, however, any users whose calls are dropped will be able to redial immediately.

Is there anything else I need to know?
No.

Kind Regards,

Linn Karstrom
Customer Relations

Regional Engineering & Repair Delays - NEW

2014-09-23 11:50:55

Earlier today we received notification from BT Openreach that they have declared what they refer to as an MBORC (Matter Beyond Our Reasonable Control) in certain areas of the country. This has the potential to cause fault resolution delays due to recent bouts of severe weather.

A copy of the notice is as follows:

"Parts of the the UK, in particular the South West and East Anglia, were hit with severe storm conditions with heavy rain and lightning strikes between Thursday 18 and Friday 19 September 2014.

This has seriously impacted Openreach’s infrastructure both above and below ground with fault intake over the weekend and into Monday at extremely high levels.

Openreach is therefore declaring MBORC for repair activities, in the following areas, with effect from 23:59 22 September 2014.

Swindon
Southampton

We are directing available additional resource into this areas to bring the position back to normal as quickly as possible. We are monitoring the situation and will remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather."

Apologies for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Planned BT Network Maintenance - Week commencing 23rd September 2014

2014-09-22 15:08:24

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.

23rd September
Bristol, Cardiff, Guildford, Leeds, Manchester, Newcastle and Peterborough

24th September
Bristol, Cardiff, Colindale, Croydon South, Glasgow, Peterborough and Preston

26th September
Cardiff, Colindale, Derby, Faraday, Glasgow, Guildford, Peterborough and Slough

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 23rd September 2014

2014-09-22 15:01:42

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.

16th September
Bristol, Newcastle, Peterborough and Preston

18th September
Bradford, Bristol, Burton on Trent, Cardiff, Colombo, Glasgow, Leeds, Newcastle and Peterborough

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 23rd September 2014

2014-09-22 15:01:34

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.

16th September
Bristol, Newcastle, Peterborough and Preston

18th September
Bradford, Bristol, Burton on Trent, Cardiff, Colombo, Glasgow, Leeds, Newcastle and Peterborough

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 (82855) - RESOLVED

2014-09-19 17:34:36

This is in an update to our previous posts regarding the recent connectivity problem.

The majority of our customers have now been able to re-connect to the Internet, however, some customers may still be struggling to get re-connected.

Customers who are still struggling to connect please manually log in to your router and under the 'Technicolor Gateway' section on the left hand side please select 'Configuration' and at the bottom of the screen click 'Setup my Technicolor Gateway' and follow the steps provided.

For further information please see the 'Connection Settings' table on this page: http://www.plus.net/support/broadband/hardware/broadband-connection-settings.shtml

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

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