Known Service Issues
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25/11/2009 @ 16:00
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23/11/2009 @ 18:00
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25/11/2009 @ 18:00
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Announcements
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Date and Time
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Announcement
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20/11/2009 @ 20:17
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Latency on 21CN network (59087) - UPDATE
This is an update the the post we made last weekend about ping spikes and increased latency across our 21CN (ADSL2+) platform.
We are continuing to investigate reports from customers who are noticing increased latency at certain times of the day. This is most noticeable for those that use their connection for latency-sensitive activities like gaming and VoIP applications.
At the advise of our hardware vendor we carried out some changes earlier in the week that we hoped would resolve the problems - http://usertools.plus.net/status/archive/1258554008.htm
Unfortunately these changes were unsuccessful and had to be reversed. We have provided our vendor with further diagnostic information and are continuing to work alongside them to arrive at a solution to the problem.
We would like to say sorry to those affected and will provide another update next week.
Kind Regards,
Bob Pullen
Customer Support
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20/11/2009 @ 19:13
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Broadband Network Capacity (285660) - UPDATE
NB: This announcement was posted earlier this evening however one of the links contained in the update was wrong. This is the revised version containing the correct link.
This is an update to Wednesday's post about the ongoing speed and performance problems some of our customers are experiencing when the network is busy.
Over recent days our network engineers have been re-cabling parts of the network at one of our London data centres. This has made it easier to balance customer traffic across the platform, and has allowed us to perform some maintenance this afternoon on the problematic gateway pcl-ag02 - http://usertools.plus.net/status/archive/1258728887.htm
We have now finished this maintenance but no customers were disconnected. This means that we will no longer need to perform any network balancing ahead of the weekend.
As things are relatively well balanced already, we have taken the decision to return to a 'Plan A' operation - http://www.plus.net/support/broadband/quality_broadband/load.shtml
This should result in a noticeable improvement in speeds during the evening. We will remain operating under 'Plan A' over the weekend and will review the situation again on Monday when we will provide another update.
There is still the potential for your connection to become slower than normal when things get busy, however we have further maintenance work and fixes that are due to be rolled out over the coming weeks to address these issues.
Included in this work are plans to:
- Work with our vendors to develop and install a software patch to improve the stability of our edge routers (gateways).
- Upgrade the line cards on the edge routers to more modern versions.
- Change the 'virtual routing' of more customers to better balance traffic across our core network.
- Increase the capacity of the edge routers
- Upgrade our load balancers to reduce the potential for occasional DNS lookup failures
- Light more central capacity
On a related note we published a summary of the recent problems to our website earlier today that you can see here - http://www.plus.net/support/network_update.shtml
We would like to apologise again for the problems over recent weeks, and will provide another update on Monday.
Kind Regards,
Bob Pullen
Customer Support
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20/11/2009 @ 16:56
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Broadband Network Capacity (285660) - UPDATE
This is an update to Wednesday's post about the ongoing speed and performance problems some of our customers are experiencing when the network is busy.
Over recent days our network engineers have been recabling parts of the network at one of our London data centres. This has made it easier to balance customer traffic across the platform, and has allowed us to perform some maintenance this afternoon on the problematic gateway pcl-ag02 - http://usertools.plus.net/status/archive/1258728887.htm
We have now finished this maintenance but no customers were disconnected. This means that we will no longer need to perform any network balancing ahead of the weekend.
As things are relatively well balanced already, we have taken the decision to return to a 'Plan A' operation - http://www.plus.net/support/broadband/quality_broadband/load.shtml
This should result in a noticeable improvement in speeds during the evening. We will remain operating under 'Plan A' over the weekend and will review the situation again on Monday when we will provide another update.
There is still the potential for your connection to become slower than normal when things get busy, however we have further maintenance work and fixes that are due to be rolled out over the coming weeks to address these issues.
Included in this work are plans to:
- Work with our vendors to develop and install a software patch to improve the stability of our edge routers (gateways).
- Upgrade the line cards on the edge routers to more modern versions.
- Change the 'virtual routing' of more customers to better balance traffic across our core network.
- Increase the capacity of the edge routers
- Upgrade our load balancers to reduce the potential for occasional DNS lookup failures
- Light more central capacity
On a related note we published a summary of the recent problems to our website earlier today that you can see here - http://www.plus.net/support/broadband/quality_broadband/load.shtml
We would like to apologise again for the problems over recent weeks, and will provide another update on Monday.
Kind Regards,
Bob Pullen
Customer Support
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20/11/2009 @ 14:54
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Broadband Network Balancing - Friday 20th November 3.00pm-5.00pm
When's this work happening?
This afternoon, 20th November.
What does it affect?
Broadband Connectivity.
How long will it take?
Up to two hours.
What does the work involve?
We need to disconnect all broadband customers connected to the gateway known as pcl-ag02 because of a problem that's stopping any more customers from connecting to it. Once this is done we will be disconnecting a number of customers from other gateways to help bring the network into balance ahead of the weekend.
Is it likely to cause problems?
Some broadband customers will be briefly disconnected from the Internet at some point during the maintenance window. This may happen more than once in some cases. Anybody disconnected should be able to reconnect almost immediately.
Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to switch off their equipment for 30 minutes before attempting to reconnect.
Kind Regards,
Bob Pullen
Customer Support
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20/11/2009 @ 14:30
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Adverse Weather Conditions (SER018/09) - NEW
Due to severe weather in parts of the UK, we have received notice that Openreach are declaring an MBORC (Matters Beyond Our Reasonable Control) across some areas of the UK.
This declaration is effective from Tuesday 17th November and may apply to faults on both broadband and talk services caused by the severe weather in the following areas:
Cumbria:
Cleator Moor
Harrington
Workington
If you are in one of the affected areas, please bear in mind that your fault resolution may be delayed due to this notice.
We will provide an update as we receive more information on this.
Kind Regards,
Matt Taylor
Customer Support
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Archive
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