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Third party connection issues - UPDATE

2016-12-09 16:56:40

This is an update to the recent posts regarding Third party connection issues.

We have been informed that Microsoft are investigating an issue, this is causing some customers using Windows 8 & 10 to experience difficulty connecting to the Internet. The advice given is to restart by selecting the Start button from the taskbar, click the Power button and choose Restart, rather than selecting shut down or turning the device off using the power button.

For more information please visit Microsoft’s support pages at https://aka.ms/netcom.

Kind Regards

Customer Support

Planned BT Network Maintenance - Week commencing 12th December 2016.

2016-12-09 16:15:26

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.

Although there are no large outages this week, there are 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

Customer Support

Planned Network Maintenance - Thursday 15th December 01:00 - 06:00

2016-12-09 16:11:04

When is this work happening?
Thursday morning the 15th of December.

What does it affect?
Broadband connectivity.

How long will it take?
Around five hours.

What does the work involve?
We're performing some maintenance on our broadband network.

Am I likely to notice the work?
Possibly. As part of this maintenance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
Some customers may find they lose connection more than once during this maintenance window but anyone disconnected should be able to reconnect straight away.


Kind regards,

Customer Support

Planned Website Maintenance - Wednesday 14th December 22:30 - 23:30

2016-12-09 16:08:46

When's this work happening?
Wednesday the 14th of December between 22:30 and 23:30

What does it affect?
Access to 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 website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Fault troubleshooter maintenance - 10th Dec 22:00 - 11th Dec 06:00

2016-12-09 16:05:47

When's this work happening?
From 10pm the 10th of December until 6am on the 11th of December.

What does it affect?
Broadband Fault Checker.

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 used by our Broadband Fault Checker.

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?
No.

Kind regards,
Customer Support

Third party connection issues - UPDATE

2016-12-09 11:02:02

This is an update to the recent posts regarding Third party connection issues.

We have been informed that Microsoft are investigating an issue, this is causing some customers using Windows 8 & 10 to experience difficulty connecting to the Internet. We have been advised that rebooting your PC should fix the issue. For more information please visit Microsoft’s support pages at https://aka.ms/netcom.

Kind Regards

Customer Support

Third party connection issues

2016-12-08 14:16:36

We are aware of a third party issue, which is causing some customer to experience no web pages. To fix this issue, please follow the instructions at the link below;

https://community.plus.net/t5/Broadband/Windows-8-10-Issues/m-p/1393553#M310976

Kind Regards

Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-12-07 13:42:54

This is an update to our previous posts regarding work on our webmail service.

Our engineers are continuing to implement further improvements and it is performing to a better level. However we are aware some customers are experiencing slowdowns when using this at peak times.

The service improves when using a mail client details of how to set one of these up can be found in this link: http://goo.gl/vtGctS

Thank you for your patience while we continue to make improvements to the webmail service, we’ll keep you updated.

Kind Regards,

Customer Support

MBORC Declaration - CLOSED

2016-12-06 14:46:56

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

"Parts of the UK experienced severe weather over the weekend of 19 and 20 November, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to our suppliers infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues were also causing serious problems for their engineering teams in these areas.

Together with our suppliers we declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016, two areas, with effect from 23:59 23 November 2016 and two further areas, with effect from 23:59 24 November 2016.

Our suppliers have been taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as possible and removed MBORC from one area, with effect from 23:59 30 November 2016, two areas, with effect from 23:59 1 December 2016 and two further areas, with effect from 23:59 2 December 2016.

We are now able to remove MBORC from the final area, with effect from 23:59 5 December 2016:

Bristol

This is the final lifting in these areas and MBORC is now closed."

Planned Network Maintenance - Wednesday 7th December 01:00 - 06:00

2016-12-06 14:45:33

When is this work happening?
Tomorrow morning the 7th of December.

What does it affect?
Broadband connectivity.

How long will it take?
Around five hours.

What does the work involve?
We're performing some maintenance on our broadband network.

Am I likely to notice the work?
Possibly. As part of this maintenance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
Some customers may find they lose connection more than once during this maintenance window but anyone disconnected should be able to reconnect straight away.


Kind regards,

Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-12-05 15:45:56

This is an update to our previous posts regarding work that is underway on our webmail service.

As per the earlier update today the majority of our customers are now having a better experience however we are aware that service can be slow at times.

Our engineers are continuing to investigate the issues and we will update you as we receive more information.

Meanwhile, customers are reporting that they are seeing performance improvements especially when using a mail client, details of how to set one of these up can be found in the link below:

http://goo.gl/vtGctS

Thank you for your patience

Kind Regards,

Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-12-05 12:26:48

We're please to report that customers our having a better experience with our webmail/email services today.

Our engineers will continue to investigate the issues and we will update you as we receive more information.

Meanwhile, customers are reporting that they are seeing performance improvements especially when using a mail client, details of how to set one of these up can be found in the link below:

goo.gl/vtGctS

Thank you for your patience, and apologies for any inconvenience caused.

Kind Regards,

Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-12-02 17:07:51

This is an update to our previous posts regarding work that is underway on our webmail service.

Our engineers have been working non-stop analysing the platform, planning and executing improvement works. One of the things we’ve completed to ease the problem is adding memory to our mail storage server capacity.

Customers are reporting that they are seeing performance improvements especially when using a mail client, details of how to set one of these up can be found in the link below:

goo.gl/vtGctS

Our engineers will continue to investigate the issues and we will update you as we receive more information.

Thank you for your patience


Kind Regards,

Customer Support

MBORC Declaration – Update

2016-12-02 14:32:03

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

“Parts of the UK experienced severe weather over the weekend of 19 and 20 November, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues were also causing serious problems for our engineering teams in these areas.

Openreach declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016, two areas, with effect from 23:59 23 November 2016 and two further areas, with effect from 23:59 24 November 2016.

We've been taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can and removed MBORC from one area, with effect from 23:59 30 November 2016 and from two areas, with effect from 23:59 1 December 2016.

We are now able to remove MBORC from two further areas, with effect from 23:59 2 December 2016:

Oxfordshire
Swindon
Northampton
Taunton

MBORC MB18980 remains in place in the following area:

Bristol”

Planned Network Maintenance - Monday 5th December 01:00 - 06:00

2016-12-02 13:55:11

When is this work happening?
Monday morning, 5th December.

What does it affect?
Broadband connectivity.

How long will it take?
Around five hours.

What does the work involve?
We're performing some maintenance on our broadband network.

Am I likely to notice the work?
Possibly. As part of this maintenance some customers will be disconnected from the Internet. Any customers disconnected should reconnect automatically elsewhere on the network.

Is there anything else I need to know?
Some customers may find they lose connection more than once during this maintenance window but anyone disconnected should be able to reconnect straight away.


Kind regards,

Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-12-01 16:57:02

This is an update to our previous post, regarding work underway on our webmail service.

Our engineers have been working on the service throughout the day, and further maintenance will be carried out this evening.

We'll continue to monitor the situation, and provide updates as they become available.

In the meantime, some of our customers are experiencing a better service using a client. Details on how to set one up can be found on our Community Forums here: goo.gl/vtGctS

We do apologise for any inconvenience caused.

Kind Regards,

Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-11-30 17:38:19

This is an update to our previous posts regarding work which is underway on our webmail service.

Work is still underway to restore this service at present.

Some of our customers have reported a better experience using an email client instead of webmail,
whilst this is not a fix a guide on how to set this up can be found here:

https://community.plus.net/t5/Email/How-to-get-your-e-mails-through-a-e-mail-client/m-p/1390685#M17362

Further updates will be posted when we have more information.

Kind Regards,
Customer Support

MBORC Declaration - Update

2016-11-30 15:30:10

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

“Parts of the UK experienced severe weather over the weekend of 19 and 20 November, including heavy rain, high winds and flooding, as a result of storm Angus. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Access and mobility issues were also causing serious problems for our engineering teams in these areas.

Openreach declared MBORC for repair activities in two areas, with effect from 23:59 22 November 2016, two areas with effect from 23:59 23 November 2016 and two further areas, with effect from 23:59 24 November 2016.

We've been taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can and are now able to remove MBORC from the following area, with affect from 23:59 30 November 2016:

Central Downs

MBORC remains in place in the following areas:

Northampton
Oxfordshire
Taunton
Bristol
Swindon”

Kind Regards,
Customer Support

Planned Website Maintenance - Thursday 1st December 02:00 - 03:00

2016-11-30 14:36:36

When's this work happening?
Early Thursday morning.

What does it affect?
Access to 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 website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Email/Webmail connection issues (96159) - UPDATE

2016-11-30 09:26:16

This is an update to our previous posts regarding maintenance performed overnight on our webmail platform.

Further work to restore this service is currently taking place.

We’re continuing to monitor the situation closely and more updates will be provided later today as the work progresses.

Kind Regards,
Customer Support

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