Service Status

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Service Messages

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Website and internal system problems - NEW & RESOLVED

19/04/2015 @ 13:11

Earlier today we experienced an issue causing our website to be unavailable, this problem also meant that our staff had limited access to our internal systems.

The problem causing these errors has now been resolved and our site should be available as normal again.

Sorry for any problems this may have caused.

Kind regards,

Chris Parr
Customer Support

Faults Troubleshooter Unavailable (85270) - RESOLVED

25/03/2015 @ 09:10

This is an update to the earlier post regarding the availability of the faults troubleshooter on our website.

We've now resolved the problem with this service and have removed the holding pages, the troubleshooter should now be available as normal.

Sorry for any inconvenience this may have caused.

Kind Regards,

Chris Parr
Customer Relations

Faults Troubleshooter Unavailable (85270) - NEW

25/03/2015 @ 08:46

Following a period of scheduled maintenance overnight we still have holding pages active on our faults troubleshooter.

We're currently working to resolve the issue causing these holding pages and will remove them as soon as possible.

Sorry for any inconvenience this may cause.

Kind Regards,

Chris Parr
Customer Relations

Broadband Usage Reporting (84759) - UPDATE

18/02/2015 @ 14:58

This is an update to the earlier post regarding some customers on older limited usage accounts having incorrect usage applied. This may have caused some customers to receive email notifications advising of incorrect additional usage charges. This additional usage would have appeared from yesterday afternoon, 17th February.

We'd like to assure you that we'll be removing or crediting any incorrect charges due to this issue from customer's accounts. We'll also be removing the incorrect usage from customer's accounts.

The underlying problem which caused this issue has been identified and resolved.

Sorry for any inconvenience this caused.

Kind Regards,

Chris Parr
Customer Relations

Broadband Usage Reporting (84759) - NEW

18/02/2015 @ 10:54

We're currently aware of a problem causing some customers accounts to show higher than normal usage. This additional usage would be showing on the 17th February when looking at the View My Usage tool on our website.

Our engineers are investigating the root cause and we'll provide an update later on today.

Please accept our apologise for any inconvenience this may cause.

Kind Regards,

Chris Parr
Customer Relations

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