Service Status - Check on the current status of our network

2013-05-15 10:36:56

When's this work happening?
Early tomorrow morning, 16th May.

What does it affect?
One of our traffic management switches.

How long will it take?
Up to six hours.

What does the work involve?
We're replacing some hardware that we suspect is faulty.

Am I likely to notice the work?
You shouldn't do unless something unexpected happened. There may be a short blip in the routing and classification of customers' Internet traffic but it's unlikely this will be noticed.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support.

2013-05-15 09:15:33

When's this work happening?
Early tomorrow morning, 16th May.

What does it affect?
Routing across our core network.

How long will it take?
Up to six hours.

What does the work involve?
We're upgrading two of our core network routers (PTW-CR01/PTW-CR02).

Am I likely to notice the work?
There may be a routing blip but it's unlikely this will be noticed by customers.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support.

2013-05-13 11:20:29

When's this work happening?
Early hours of most days this 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.

14th May
London Southbank, Guildford, Cardiff

15th May
London Southbank, Manchester, Hastings

16th May
London Southbank

20th May
Glasgow

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,

Adam Walker
Customer Support

2013-05-10 15:41:04

When's this work happening?
Saturday night into Sunday morning, 12th May.

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

How long will it take?
Around 13 hours.

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

Am I likely to notice the work?
You won't be able to access our Broadband Faults Troubleshooter for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our support staff will have limited access to some BT back-end systems for the majority of the maintenance window.

Kind regards,

Chris Purvey
Customer Support

2013-05-08 16:09:40

When's this work happening?
Early tomorrow morning, 9th May.

What does it affect?
Routing across our core network.

How long will it take?
Up to six hours.

What does the work involve?
We're upgrading four of our core network routers (PTN-GW01/PTN-GW02/PTW-GW01/PTW-GW02).

Am I likely to notice the work?
There may be a routing blip but it's unlikely this will be noticed by customers.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support

2013-05-08 15:36:59

When's this work happening?
This afternoon, 4pm.

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

How long will it take?
Around 30 minutes.

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

Am I likely to notice the work?
Yes, you won't be able to access our Broadband Faults Troubleshooter for the duration of the maintenance window.

Is there anything else I need to know?
Yes, you will encounter holding pages if you try accessing the Broadband Faults Troubleshooter during the maintenance window. Our support staff will also have limited access to some BT back-end systems.

Kind regards,

Chris Purvey
Customer Support

2013-05-07 16:00:05

When is this work happening?
Early tomorrow morning, 8th May.

What does it affect?
Our website and internal systems.

How long will it take?
Around six hours.

What does the work involve?
Platform improvements, problem fixes and changes to our website and sign-up journey.

Am I likely to notice the work?
You may do, yes. Our website will be unavailable for the majority of the maintenance window and holding pages will be in place. Our customer support centre will also have limited access to customers' account details during this time.

Is there anything else I need to know?
No.

Kind regards,

Bob Pullen
Customer Support.

2013-05-07 11:44:05

When's this work happening?
Early tomorrow morning, 8th May.

What does it affect?
Email collection and access to our Webmail platform.

How long will it take?
Up to three hours.

What does the work involve?
We're upgrading the software used by our mail storage platform.

Am I likely to notice the work?
There will be periods during the maintenance window when attempts to collect email or access our Webmail service may intermittently time out.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support

2013-05-07 11:27:03

When's this work happening?
Tomorrow morning, 8th May.

What does it affect?
Our Webmail platform.

How long will it take?
Around an hour.

What does the work involve?
Our webmail service has been running on the backup platform since the 30th April. This work will move it back to the main platform.

Am I likely to notice the work?
You may do, yes. There'll be an outage of approximately 10 minutes during the maintenance window, and the webmail service will be unavailable.

Is there anything else I need to know?
This is a follow up to the work done on the 30th April.

Kind Regards,

Bob Pullen
Customer Support.

2013-05-07 11:23:44

When's this work happening?
Early tomorrow morning, 8th May.

What does it affect?
Routing across our core network.

How long will it take?
Up to six hours.

What does the work involve?
We're upgrading two of our core network routers (PCL-GW01/PCL-GW02).

Am I likely to notice the work?
There may be a routing blip but it's unlikely this will be noticed by customers.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support.

2013-05-07 11:22:04

When's this work happening?
Tomorrow morning, 8th May.

What does it affect?
Our traffic management platform.

How long will it take?
Up to two hours.

What does the work involve?
We're making some configuration changes to our traffic management platform.

Am I likely to notice the work?
It's unlikely. If you're unfortunate enough to be establishing a new connection to the Internet when we reload the traffic management switches then you might be assigned our default traffic management profile. When this happens it tends to result in slower speeds compared to those you may be used to.

Is there anything else I need to know?
If you suspect you have been assigned a default traffic management profile then this can easily be rectified by disconnecting and reconnecting once the maintenance is complete.

Kind Regards,

Bob Pullen
Customer Support.

2013-05-05 14:33:21

This is an update to todays earlier post about the problem affecting our internal phone system.

Our internal phone system is now working as expected.

Customers can now call us normal.

Kind regards,

Gavin Golus
Customer Support

2013-05-05 13:47:44

We are currently experiencing problems affecting our internal phone system.

We would suggest that customers refrain from trying to contact us by telephone for non-urgent queries.

Please accept our apologies for the inconvenience.

We'll provide another update later today.

2013-05-03 16:14:44

When's this work happening?
Early hours of the morning, 7th May.

What does it affect?
Broadband connectivity (PCL-AG02).

How long will it take?
Up to an hour.

What does the work involve?
We need to reload one of our edge routers (PCL-AG02) to fix a recently identified problem.

Am I likely to notice the work?
Possibly. All users connected to the gateway known as PCL-AG02 will be briefly disconnected from the Internet. Those disconnected should be able to reconnect almost immediately.

Is there anything else I need to know?
If you're experiencing difficulties accessing the Internet after the maintenance is complete then please try logging into your router configuration pages and connecting from there.

Kind Regards,

Bob Pullen
Customer Support

2013-05-03 15:48:22

When's this work happening?
This afternoon.

What does it affect?
Our email platform.

How long will it take?
Around an hour.

What does the work involve?
We're switching the storage for our email service over to the backup platform.

Am I likely to notice the work?
You may notice minor slowdowns when sending or receiving email whilst the work is ongoing.

Is there anything else I need to know?
No.

Kind Regards,

Matt Taylor
Customer Support

2013-05-03 15:01:48

When's this work happening?
Early hours of most days this 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.

7th May
Slough, Newcastle and Guildford

8th May
Milton Keynes and Manchester

9th May
Milton Keynes, Newcastle and Slough

10th May
Milton Keynes and Manchester

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 Purvey
Customer Support

2013-04-29 11:30:39

When's this work happening?
Early hours of most days this 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.

30th April
Birmingham, Leicester, Newcastle and Farnborough

1st May
Birmingham and Preston

2nd May
Newcastle, Bristol and London Colindale

3rd May
Birmingham

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,

Adam Walker
Customer Support

2013-04-29 11:25:00

We will shortly be increasing the capacity of our WBC(21CN) broadband host links by a further 3.22Gbps. It's these host links that we use to deliver bandwidth to the majority of customers on our 21CN and Fibre services.

We're activating this extra capacity in line with the current budget, customers' usage habits and our projected growth in customer numbers.

Kind regards,

Adam Walker
Customer Support

2013-04-29 11:24:23

We will shortly be increasing the capacity of our IPSC(20CN) broadband host links by a further 260Mbps. It's these host links that we use to deliver bandwidth to customers provisioned on an 'Up to 8Mbps' 20CN product.

We're activating this extra capacity in line with the current budget, customers' usage habits and our projected growth in customer numbers.

Kind regards,

Adam Walker
Customer Support

2013-04-29 11:14:00

When's this work happening?
Early tomorrow morning, 30th April.

What does it affect?
Broadband connectivity (PTW-AG02).

How long will it take?
Up to an hour.

What does the work involve?
We need to reload one of our edge routers (PTW-AG02) to fix a recently identified problem.

Am I likely to notice the work?
Possibly. All users connected to the gateway known as PTW-AG02 will be briefly disconnected from the Internet. Those disconnected should be able to reconnect almost immediately.

Is there anything else I need to know?
If you're experiencing difficulties accessing 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 Support