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MBORC Declaration - UPDATE

2016-09-26 15:27:08

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 last week, including extensive lightning strikes and heavy rain, commencing on Tuesday 13 September 2016. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Openreach declared MBORC for repair activities in six areas, with effect from 23:59 16 September 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 can now remove MBORC for repair activities from the following areas with effect from 23:59 23 September 2016:

North Manchester
South Manchester

MBORC MB18336 for repair activities remains in place in the following areas:

Stoke & Chester
Birmingham & Black Country
Bournemouth
Truro

MBORC MB18340 for repair activities remains in place, under a different reference, in the following areas:

Northumberland and Wearside
Thames North
Thames South
Southampton
Bournemouth*
St Albans
Broadlands
*second event -MBORC MB18336 declared 16 September 2016.

We'll continue to monitor the situation in all of these areas and we'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather.”

lanned Website Maintenance – Tuesday 27th September 00:00 – 06:00

2016-09-26 10:59:03

When's this work happening?
Early Tuesday Morning

What does it affect?
Our internal systems.

How long will it take?
Approximately six hours.

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

Planned Network Maintenance - Tuesday 27th September 01:00 - 06:00

2016-09-26 10:57:36

When's this work happening?
Tuesday morning, 27th September starting at 1am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to five hours.

What does the work involve?
We're performing maintenance on some of 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 BT Network Maintenance - Week commencing 26th September 2016

2016-09-23 19:51:47

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.

26th September
Bradford, Aberdeen Ashgrove, Cleveleys, Batley, Thirsk, Montfort



27th September
Pontefract, Carmarthen Afon Towy, Cheltenham, Glasgow, Milton Keynes



28th September
Hexham, Midsomer Norton, Oxford, Dundee, Knaresborough, Stafford Walton, Peterborough



29th September
Uppingham, Woodley Berks, Bristol Cabot Central, London Southbank, Wolverhampton Central, Coningsby, Lincoln, Peterborough


30th September
Chester Central, Newark.



Although these are the larger 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

Customer Support

Planned Network Maintenance - Friday 23rd September 01:00 - 07:00

2016-09-21 17:49:38

When's this work happening?
Friday morning, 23rd September starting at 1am.

What does it affect?
Broadband connectivity.

How long will it take?
Up to six hours.

What does the work involve?
We're performing maintenance on some of 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

MBORC Declaration - UPDATE

2016-09-21 16:32:52

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 last week, including extensive lightning strikes and heavy rain, commencing on Friday 16 September 2016. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Openreach declared MBORC for repair activities in five areas, with effect from 23:59 19 September 2016.

Openreach is now declaring MBORC for repair activities in two further areas, with effect from 23:59 21 September 2016:

St Albans
Broadlands

MBORC remains in place in the following areas:

Northumberland and Wearside
Thames North
Thames South
Southampton
Bournemouth*
*second event - MBORC declared 16 September 2016.

We're taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We'll continue to monitor the situation in these areas and we'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather"

Kind Regards

Customer Support

Fault Response Times - NEW

2016-09-20 17:04:37

Due to a number of issues including the recent storms, our suppliers are experiencing longer delays than normal to get phone & broadband faults sorted With these delays, it'll now take 5 working days to update on existing faults. We're really sorry for this inconvenience

Kind Regards

Customer Support

MBORC Declaration - UPDATE

2016-09-19 17:07:09

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 last week, including extensive lightning strikes and heavy rain, commencing on Friday 16 September 2016. This has caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels.

Openreach is therefore declaring MBORC for repair activities the following areas, with effect from 23:59 19 September 2016:

Northumberland and Wearside
Thames North
Thames South
Southampton
Bournemouth*
*second event - MBORC declared 16 September 2016.

We're taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We'll continue to monitor the situation in these areas and we'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather."

Kind Regards

Customer Support

MBORC Declaration - New

2016-09-16 16:59:58

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 have experienced severe weather this week, including extensive lightning strikes and heavy rain, commencing on Tuesday 13 September 2016. This has caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels.

Openreach is therefore declaring MBORC for repair activities the following areas, with effect from 23:59 16 September 2016:

North Manchester
South Manchester
Stoke & Chester
Birmingham & Black Country
Bournemouth
Truro

We're taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We'll continue to monitor the situation in these areas and in a number of other areas affected by the recent severe weather, including Southampton, Thames South, Thames North, Oxfordshire and Colchester & Ipswich.

We'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather."

Kind Regards
Customer Support

Fault troubleshooter maintenance - 17th Sep 00:00 - 17:00

2016-09-16 15:27:39

When's this work happening?
From midnight tonight until 5pm tomorrow

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately seventeen 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,

Planned BT Network Maintenance - Week commencing 19th September 2016

2016-09-16 14:36:52

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.

19th September
Cullompton, Buxton Te, Dursley, Newton-Le-Willows Te, Airdrie Te, Godstone

21st September
Aberdare Te, Beaconsfield Bucks, Formby, Barry Te, East Kilbride, Gravesend Te

22nd September
Chippenham 1st Flr, Edinburgh Dalkeith, Laindon, Llanelli, Manchester Stockport Te, Pontypool

23rd September
Holywell, Kettering Te, Londonderry Oak Te, Exeter Castle, Bishop Auckland, Brecon Ate

Although these are the larger 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

Customer Support

Planned Systems Maintenance 12nd September 22:30 - 13th September 06:00

2016-09-12 16:27:51

What does it affect?
Access to our website and internal systems.

How long will it take?
Approximately eight and a half hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems that our website relies on.

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

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Connection Problems - RESOLVED

2016-09-12 09:49:32

This is an update to the earlier posts regarding customers experiencing problems getting online, packet loss or slower than expected speeds on Friday.

The issue causing this has now been resolved and having monitored this over the weekend we're seeing normal levels of usage again.

Apologies for any inconvenience this may have caused.



Kind Regards,

Customer Support

Connection Problems - UPDATE

2016-09-10 13:25:41

This is an update to the earlier posts regarding some customers experiencing packet loss and slow speeds.

Our engineers continued to work through the night on resolving the underlying cause of the problem, and we believe that the issue may be resolved for the majority of customers however we are aware that some are still experiencing issues.

We are still continuing to monitor the service, as such we will leave this status open over the weekend.

Sorry for any inconvenience this may have caused.

Kind Regards,

Plusnet Help

Connection Problems - UPDATE

2016-09-10 09:12:21

This is an update to the earlier posts regarding some customers experiencing packet loss and slow speeds.

Our engineers continued to work through the night on resolving the underlying cause of the problem, and we believe that the issue may be resolved.

We are still continuing to monitor the service, as such we will leave this status open.

Sorry for any inconvenience this may have caused.

Kind Regards,

Plusnet Help

Connection Problems - UPDATE

2016-09-09 19:46:06

This is an update to the earlier posts regarding some customers experiencing packet loss and slow speeds.

Our engineers are continuing to work on resolving the underlying cause of the problem. We'll post a further update in the morning follow their continued efforts overnight.

Sorry for any inconvenience this may be causing,

Kind Regards

Plusnet Help

Connection Problems - UPDATE

2016-09-09 18:45:33

This is an update to the earlier posts regarding some customers experiencing connection issues.

Apologies if you're still seeing slow speeds and packet loss, our team are continuing to investigate the issue.

Sorry for any inconvenience this may be causing,

Kind Regards

Plusnet Help

Connection Problems - UPDATE

2016-09-09 17:13:50

This is an update to the earlier posts regarding some customers experiencing connection issues.

We're aware that some customers may be continuing to see packet loss and slower than normal connections.

Sorry for any inconvenience this may be causing,

Kind Regards

Plusnet Help

Connection Problems - UPDATE

2016-09-09 16:05:39

This is an update to the earlier posts regarding some customers experiencing connection issues.

Apologies that some customers are seeing packet loss and slower than normal speeds, our engineers are working on resolving this issue.

Sorry for any inconvenience this may be causing,

Kind Regards

Plusnet Help

Planned BT Network Maintenance - Week commencing 12th September 2016

2016-09-09 16:00:38

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.

16th September
Birmingham, Bristol Cabot Central, Cardiff, London Colindale, Falkirk, Glasgow, Guildford, Milton Keynes, Peterborough, Sheffield Eldon House, Slough, London Stepney Green, Wolverhampton Central, Cardiff, Leeds Basinghall, Newcastle Upon Tyne, Preston Arkwright


Although these are the larger 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

Customer Support

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