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Broadband Connectivity - UPDATE

2015-03-13 20:01:38

We're currently aware of a problem resulting in customers being disconnected from the internet.

Our engineers are investigating this alongside our suppliers however we have now seen almost all affected customer reconnect.

In the meantime if you're still seeing issues connecting, please try rebooting the router which should allow the connection to be re-established however please do not perform a factory reset as this could cause further issues.

We will continue to monitor the issue and provide further updates as soon as we have them.

Apologies for any inconvenience caused.

Kind regards,

Adam Cassim
Customer Relations

Broadband Connectivity - NEW

2015-03-13 18:53:23

We're currently aware of a problem resulting in customers being unable to connect to the internet.

Our engineers are investigating alongside our suppliers.

Once we have more information we'll provide a further update.

In the meantime, rebooting the router should allow the connection to be re-established however please do not perform a factory reset as this could cause further issues.


Apologies for the inconvenience.

Kind regards,

Adam Cassim
Customer Relations

Broadband Fault Checker Maintenance - Saturday 14th March 10.00pm to 06.00am

2015-03-13 14:07:14

When's this work happening?
From 10.00pm Saturday to 06.00am on Sunday.

What does it affect?
The Broadband Fault checker on 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 Broadband Fault Checker depends on.

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?
Our support staff will have no access to some BT back-end systems for the majority of the maintenance window.

For enhanced care faults please call the support team on the usual telephone number. Due to the nature of the work we will be unable to progress faults.

Regards

Chris Parr
Customer Relations

Planned BT Network Maintenance - Week commencing 16th March 2015

2015-03-13 11:44:14

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.

17th March
Gloucester, Newport and Coleford

18th March
London Walworth, London Kidbrooke, Glasgow, London Covent Garden, London Southall, London Upton Park, Manchester Pendleton, Portsmouth Trunk, Preston Arkwright, Sheffield Eldon House, Southampton, Swindon

19th March
Chester Central, Montfort, Birmingham, Bristol Cabot Central, Edinburgh Donaldson, London Colindale, London Ealing, London Kensington, Norwich City, Peterborough, Portadown, South Shields

20th March
Birmingham, Colnbrook, Cleveleys, Glasgow, Glossop, Hinkley, London Chiselhurst, London Kensal Green, London Merton Park, Morley and Sheffield Eldon House


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 Relations

Planned BT Network Maintenance - Week commencing 9th March 2015

2015-03-10 13:59:54

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.

11th March
Newcastle upon Tyne

12th March
Matlock, Aberdeen Ashgrove, Birmingham East, Lockerbie, London Cobham, London Hainauly, London Holborn, London Wembley, Manchester Swinton, Normanton West Yorks, Rotherham North.

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 Relations

Broadband Fault Checker Maintenance Sunday 8th March 01.30am to 02.30am

2015-03-06 14:18:09

Broadband Fault Checker Maintenance Sunday 8th March 01.30am to 02.30am

When's this work happening?
From 1.30am until 02.30am on Sunday 8th March

What does it affect?
The Broadband Fault Checker.

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 Broadband Fault Checker depends on.

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?
Our support staff will have no access to some BT back-end systems for the majority of the maintenance window.

For enhanced care faults please call the support team on the usual telephone number. Due to the nature of the work we will be unable to progress faults.

Regards

Matthew Cruise

Customer Relations

Planned Gateway Router maintenance - Wednesday 4th March 2pm-6pm

2015-03-04 11:25:02

When's this work happening?
Starting from 2pm today, 4th March.

What does it affect?
Broadband connectivity.

How long will it take?
Up to four hours.

What does the work involve?
We're performing some hardware maintenance on one of our gateway routers (PCL-AG01) to rectify a recently identified problem.

Am I likely to notice the work?
There's a slim possibility that some customers will be briefly disconnected from the Internet. Anybody disconnected will be able to reconnect almost immediately.

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,

Chris Parr
Customer Relations

Planned Website maintenance - Wednesday 4th March 0.30am-7.30am

2015-03-03 14:14:59

When's this work happening?
Early tomorrow morning, 4th March.

What does it affect?
Access to our website and the broadband faults checker.

How long will it take?
Around 7 hours.

What does the work involve?
We're performing some back-end maintenance on our internal systems.

Am I likely to notice the work?
Possibly. Our website will be unavailable for a short period between 2am and 2.30am, the broadband faults checker will be unavailable for the majority of the maintenance window. Attempts to browse to these sites will result in a holding page.

Is there anything else I need to know?
Staff will also have limited access to our internal systems during this maintenance.

Kind Regards,

Chris Parr
Customer Relations

Planned Gateway Router maintenance - Wednesday 4th March 5am-7am

2015-03-03 14:10:48

When's this work happening?
Early tomorrow morning, 4th March.

What does it affect?
Broadband connectivity.

How long will it take?
Up to two hours.

What does the work involve?
We're performing maintenance on one of our gateway routers (PTW-AG04) to gather diagnostics from the device.

Am I likely to notice the work?
There's a slim possibility that some customers will be briefly disconnected from the Internet. Anybody disconnected will be able to reconnect almost immediately.

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,

Chris Parr
Customer Relations

Planned BT Network Maintenance - Week commencing 2nd March 2015

2015-03-02 13:52:07

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.

3rd March
London Stepney Green, London Faraday, Aberystwyth, Birmingham Telephone House, Bolton Kingsgate, Bristol Cabott, Glasgow Telephone House, London Ealing TE, Faraday, Northwich Cheshire, Portsmouth Trunk.

4th March
London Southbank

5th March
Basingstoke, Bedminster, Birmingham Telephone House, Dundee Steeple, London Howlands St, London South Kensington, London Southbank, Milton Keynes, Portsmouth Trunk, Walsall Bridge, Manchester.

6th March
Edinburgh Abbeyhill, Elland, Halesworth, London - Baynard House, London - Dartford, London - Hayes Common, Middleton-on-Sea, Newport - Isle of Wight, Northbourn & Kingstone.

9th March
Glasgow Barrhead, Liverpool Simonswood, London - Lea Valley, Manchester Droylesden, Saintfield, Birmingham Midland, Bristol Cabot, Edinburgh Donaldson, London - Kingston & Stepney Green.

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 Relations

Emergency Planned Gateway maintenance - Monday 2nd March 2.30pm - 3.30pm

2015-03-02 13:34:34

When's this work happening?
Today, starting around 2.30pm

What does it affect?
Broadband connectivity.

How long will it take?
Up to 1 hour.

What does the work involve?
We're performing maintenance on one of our gateway routers (PCL-AG01).

Am I likely to notice the work?
There's a slim possibility that some customers will be briefly disconnected from the Internet. Anybody disconnected will be able to reconnect almost immediately.

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,

Chris Parr
Customer Relations

Broadband Connectivity - RESOLVED

2015-02-27 19:43:13

The issue has now been resolved and we're now seeing that affected customers are reconnecting.

If you are still experiencing problems when trying to reconnect please follow the instructions shown at www.plus.net/reboot

Apologies for any inconvenience.


Kind regards,

Adam Walker
Customer Relations

Broadband Connectivity - UPDATE

2015-02-27 18:22:18

This is an update to our recent post regarding connectivity problems.

Following further investigation our suppliers have now advised that some customers with up to 24Mb/s ADSL (21CN) and fibre connections may now also be affected.

A root cause for the issue has now been identified and work is under way to resolve this as urgently as possible.

A further update will be posted when more information becomes available to us.

Apologies again for the inconvenience.


Kind regards,

Adam Walker
Customer Relations

Data transfer issues (84887) - RESOLVED

2015-02-27 16:30:33

This is an update to the earlier post regarding data transfer issues for some of our customers.

Following the reboot of the affected device we are now seeing customers connecting and browsing as normal. We will continue to monitor these connections to ensure everything is back to normal.

Sorry for any inconvenience this may have caused.

Kind Regards,

Chris Parr
Customer Relations

Broadband Connectivity - UPDATE

2015-02-27 16:25:45

This is an update to our recent post regarding connectivity problems.

We've been advised that the problem is focused in the South West of the country and affects customers on some up to 8Mb/s connections (20CN).

Fibre customers and most other ADSL customers should be unaffected by this.

Once we have more information we'll provide a further update.

Apologies for the inconvenience.

Kind regards,

Chris Parr
Customer Relations

Broadband Connectivity - NEW

2015-02-27 16:12:32

We're currently aware of a problem resulting in customers being unable to connect to the internet.

Our engineers are investigating alongside our suppliers.

Once we have more information we'll provide a further update.


Apologies for the inconvenience.

Kind regards,

Chris Parr
Customer Relations

Data transfer issues (84887) - UPDATE

2015-02-27 12:47:12

This is an update to the earlier post regarding data transfer issues for some of our customers.

In order to rectify this issues we need to reboot one of our connection gateways (PCL-AG07) at 1.30pm today. Prior to this reboot happening we'll be disconnecting any customers still on this device. Anyone disconnected should be able to reconnect straight away.

If you're experiencing problems reconnecting after this maintenance please try a single reboot of your router, if you're still experiencing issues after this follow the steps here: http://www.plus.net/reconnect

Sorry for any inconvenience this may be causing.

Kind Regards,

Chris Parr
Customer Relations

Data transfer issues (84887) - NEW

2015-02-27 11:25:36

We have received a number of reports from customers experiencing data transfer problems, this means your router may show as connected but you're unable to access any online services or access websites.

Customers connected via the gateway known as PCL-AG07 may be experiencing problems browsing the web and accessing other Internet services.

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

Our engineers are investigating and we'll provide another update as soon as more information becomes available.

Sorry for the inconvenience.

Kind Regards,

Chris Parr
Customer Support.

Internal System Maintenance

2015-02-25 13:36:25

Internal System Maintenance - Wednesday 4th March from 00:30 to 7am

When's this work happening?
From 00:30 on Wednesday 4th March until 7am.

What does it affect?
Internal systems and the Broadband Fault Checker.

How long will it take?
Approximately seven hours.

What does the work involve?
Some essential maintenance is being carried which will result in holding pages on our internal systems for around half an hour near to 2am, but will have the Broadband Fault Checker down throughout.

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?
Our support staff will have no access to the Broadband Fault Checker during this period.

Due to the nature of the work we will be unable to progress some faults.

Kind regards,

Matthew Cruise
Customer relations

Broadband Fault Checker Maintenance

2015-02-25 10:47:10

Broadband Fault Checker Maintenance - Saturday 28th February 10pm to Sunday 1st March 5am

When's this work happening?
From 10pm on Saturday 28th February until 5am Sunday 1st March.

What does it affect?
The Broadband Fault Checker.

How long will it take?
Approximately seven hours.

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

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?
Our support staff will have no access to some BT back-end systems for the majority of the maintenance window.

Due to the nature of the work we will be unable to progress faults.

Kind regards,

Matthew Cruise
Customer Relations

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