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Broadband Faults Troubleshooter Maintenance - Sat 17th Jan 10pm - Sun 18th Jan 10am

2015-01-16 15:20:32

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

How long will it take?
Around 12 hours.

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

Am I likely to notice the work?
Possibly. The Broadband Troubleshooter on our website will be unavailable during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
The work will also limit the access our help desk staff have to certain internal systems.

Kind regards,

Matty Cassell
Customer Relations

Regional Repair Delays - UPDATE

2015-01-14 16:30:39

We've 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 UK, in particular Scotland have been hit with severe storm conditions, including strong wind and heavy snow, over the weekend of the 10th and 11th January, and continuing this week.

This seriously impacted Openreach’s infrastructure, both above and below ground with fault intake in these areas at extremely high levels. The adverse conditions have also seriously impacted transport in the region.
Openreach is therefore declaring MBORC for repair activities, in the following area, with effect from 23:59 on 14th January 2015.

Central and South West Scotland

We are directing available additional resource into this area 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,

Matty Cassell
Customer Relations

Planned BT Network Maintenance - Week commencing 12th January 2015

2015-01-12 14:15:31

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 Jan
Driffield
London Epsom
London Skyport
New Quay Dyfed
Pickering
Stranraer
Uppingham
Wallingford
Kingston SSC Metro
London Colindale

15th Jan
Moortown
Carmarthen

16th Jan
Wath Upon Dearne

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,

Chris Parr
Customer Relations

Fax-2-Email Problems (84220) - RESOLVED

2015-01-02 17:55:08

This is an update to our previous post regarding issues with our Fax-2-Email service.

The problem causing dead tones or 'number not recognised' errors has now been resolved.

Sorry for any inconvenience this may have caused.

Kind regards,

Chris Parr
Customer Relations

Broadband Phone/VoIP problems (84220) - RESOLVED

2015-01-02 12:22:04

This is an update to our previous posts regarding issues with our VoIP service.

Service has now been restored to our broadband phone platform and customers should now be able to make calls to external numbers as normal.


Kind Regards,

Adam Walker
Customer Support

Fax-2-Email Problems (84220) - NEW

2015-01-02 10:28:34

We are currently experiencing problems affecting our Fax-2-Email service:
http://www.plus.net/support/email/fax-2-email.shtml

When dialling some customers' Fax-2-Email numbers callers may be greeted with a dead tone or 'number not recognised' recorded message.

Our engineers are investigating and further details will be provided as they become available.

Apologies for the inconvenience.

Kind regards,

Adam Walker
Customer Support

Broadband Phone/VoIP problems (84220) - NEW

2015-01-02 09:58:16

We're aware of a problem which resulting in customers being unable to use our broadband phone/VoIP service.

When trying to make calls customers may hear a message advising that they have "no credit remaining" or receive errors when connecting to the service.

We're investigating this issue and will post an update when we have more information.


Kind Regards,

Adam Walker
Customer Support

Planned Network Maintenance Friday 19th December 10am-4pm

2014-12-18 17:31:46

When's this work happening?
Tomorrow, 19th December.

What does it affect?
Our TR069 Platform (automated router setup)

How long will it take?
Around 6 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. The changes taking place may lead to automated router setup and any changes to passwords not taking effect. We would advise customers to avoid doing either during the maintenance window.

Is there anything else I need to know?
If you're connecting your router to a broadband-enabled line for the first time you may need to enter your broadband username and password manually. Please refer to the set up guide that you will have received with your router.

Kind regards,

Adam Walker
Customer Relations

Planned Network Maintenance Fri 19th December 5am-7am

2014-12-17 12:18:17

When's this work happening?
Friday morning, 19th December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take around 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 may 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,

Chris Parr
Customer Relations

Planned Network Maintenance Thurs 18th December 10am-4pm

2014-12-17 11:34:46

When's this work happening?
Tomorrow, 18th December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take around 6 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 may 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,

Chris Parr
Customer Relations

Planned Network Maintenance Thurs 18th December 7am-8am

2014-12-17 11:33:20

When's this work happening?
Tomorrow morning, 18th December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 1 hour.

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,

Chris Parr
Customer Relations

Planned Network Maintenance Wed 17th December 7am-8am

2014-12-16 13:25:12

When's this work happening?
Tomorrow morning, 17th December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 1 hour.

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,

Chris Parr
Customer Relations

Planned Network Maintenance Tues 16th December 7am-8am

2014-12-15 15:21:07

When's this work happening?
Tomorrow morning, 16th December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take 1 hour.

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,

Chris Parr
Customer Relations

Planned Network Maintenance Mon 15th December 5.00am-7.00am

2014-12-12 17:09:14

When's this work happening?
Monday morning, 15th December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take around 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 may 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,

Chris Parr
Customer Relations

Regional Repair Delays - NEW

2014-12-12 13:35:18

Yesterday 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 UK, in particular Scotland and the north of England, were hit with severe storm conditions, including strong wind and lightning strikes, from Monday 8 December 2014 and continuing into Tuesday 9 and Wednesday 10 December 2014.

This seriously impacted Openreach’s infrastructure, both above and below ground with fault intake in these areas at extremely high levels. The adverse conditions have also seriously impacted transport in the region.

Openreach is therefore declaring MBORC for repair activities, in the following area, with effect from 23:59 on 11 December 2014.

Highlands and Islands

We are directing available additional resource into this area 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,

Chris Parr
Customer Relations

Planned BT Network Maintenance - Week commencing 8th December 2014

2014-12-08 15:35:10

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.

9th December
Beeston, Belper, Birmingham Stechford, Dudley, Dolgellau, Kidlington, London Surbiton, London Greehithe, Liverpool Birkenhead, Newport Gwent, Manchester Dial House.

10th December
London Faraday, Derby, Abergavenny, Barrow-in-Furness, Castle Donnington.

11th December
Runcorn, Whitby Cook, Cwmbran.

12th December
Edinburgh Donaldson, Leatherhead, Penrith Beacon.


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,

Chris Parr
Customer Relations

Planned Network Maintenance Tues 9th December 5.00am-7.00am

2014-12-08 12:07:31

When's this work happening?
Tomorrow morning, 9th December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take around 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 may 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,

Chris Parr
Customer Relations

Broadband Performance Issues (83886) - RESOLVED

2014-12-03 15:01:11

This is an update to our previous post regarding a problem with one of our gateway routers.

Our network engineers have resolved the problem so customers should no longer be experiencing any issues.

Apologies for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Performance Issues (83886) - NEW

2014-12-03 12:02:07

We're looking into a problem with one of our gateway routers, this is resulting in customers seeing sporadic packet loss and slow speeds.

This seems to be isolated to customers on the gateway known as PCL-AG07. If you're experiencing problems with packet loss please try logging into your router and disconnecting/reconnecting.

Our network engineers are continuing to investigate this issue and we will provide an update as soon as possible.

Apologies for any inconvenience caused by this.

Kind regards,

Linn Karstrom
Customer Relations

Planned Network Maintenance Weds 3rd December 09.00 - 17.00

2014-12-02 15:14:09

When's this work happening?
Tomorrow afternoon, 3rd December.

What does it affect?
Broadband connectivity.

How long will it take?
Expected to take around 8 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 may 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,

Adam Walker
Customer Relations

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