http://www.plus.net/supportpages.html?a=2 RSS Feed of Force9 Service Status Postings 2010-02-08T13:15Z status@servicestatus.plus.com status@servicestatus.plus.com http://usertools.f9.net.uk/status/archive/1265634788.htm
This issue is now resolved and all customers should be able to connect as normal.

Sorry if this caused you any inconvenience.

Kind Regards,

Chris Parr
Customer Support]]> 2010-02-08T13:13:08Z ADSL Dial F9-1265634788 http://usertools.f9.net.uk/status/archive/1265633880.htm
Further to our last update call processing is now almost up to date (most customers should now have data up to the end of January at least).

Refunds have been applied to the majority of customers who were billed incorrectly for calls, with just a small amount of manual refunds to process today.

We'll provide a further update as soon as we have more information.

Kind Regards
Mand Beckett
Customer SupportCall Processing problem (60359) - UPDATE

This is an update to the previously reported problem with customer call data not being updated.

Further to our last update call processing is now almost up to date (most customers should now have data up to the end of January at least).

Refunds have been applied to the majority of customers who were billed incorrectly for calls, with just a small amount of manual refunds to process today.

We'll provide a further update as soon as we have more information.

Kind Regards
Mand Beckett
Customer Support]]> 2010-02-08T12:58:00Z Home Phone F9-1265633880 http://usertools.f9.net.uk/status/archive/1265629097.htm This morning, 8th February.

What does it affect?
The routing of customers' Internet traffic.

How long will it take?
About fifteen minutes.

What does the work involve?
To facilitate growth of the network we will be migrating some customers across to new virtual routers on the gateway known as pcl-ag02.

Am I likely to notice the work?
Possibly. When connected to pcl-ag02 you may notice one of the new virtual routers referenced when running a traceroute from your network. The new routers are called 'central1', 'central2' and 'central3'.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-08T11:38:17Z ADSL Dial F9-1265629097 http://usertools.f9.net.uk/status/archive/1265626869.htm
If you were disconnected from the Internet this morning and are having problems getting back online then we suggest that you switch off your modem or router for 30 minutes before powering it back up and attempting to reconnect.

We would like to apologise for the inconvenience and will provide another update later today.

Kind Regards,

Chris Parr
Customer Support]]> 2010-02-08T11:01:09Z ADSL Dial F9-1265626869 http://usertools.f9.net.uk/status/archive/1265468525.htm
Ben Trimble

Plusnet Customer Support]]> 2010-02-06T15:02:05Z Other F9-1265468525 http://usertools.f9.net.uk/status/archive/1265461769.htm
We are experiencing some issues with our hold music which is playing static, which is still under investigation.

Ben Trimble

Plusnet Customer Support]]> 2010-02-06T13:09:29Z Other F9-1265461769 http://usertools.f9.net.uk/status/archive/1265455166.htm
Sorry for any inconvenience this caused.

Kind Regards,

Simon Hayhurst
Customer Support]]> 2010-02-06T11:19:26Z Other F9-1265455166 http://usertools.f9.net.uk/status/archive/1265452571.htm
The platform is running as intended and the problems should now be resolved.

If you are still experiencing slower than normal speeds please try disconnecting and reconnecting before contacting support.

Due to the nature of this problem, you may notice discrepancies when viewing your broadband usage figures via our website. Data between 10.00am and 10.00pm yesterday may not have been attributed to your overall usage. This will not result in any additional or unexpected charges.

Sorry for any inconvenience this has caused.

Kind Regards,

Chris Parr
Customer Support]]> 2010-02-06T10:36:11Z ADSL Dial F9-1265452571 http://usertools.f9.net.uk/status/archive/1265393170.htm
Our network engineers have restored the platform to a working state, however some customers who were not correctly authenticated the last time they connected will still be experiencing slow speeds.

If you believe you are one of these customers then you are advised to disconnect and reconnect which should re-assign you the correct profile.

Due to the nature of this problem, you may notice discrepancies when viewing your broadband usage figures via our website. Data between 10.00am this morning and 10.00pm this evening may not have been attributed to your overall usage. This will not result in any additional or unexpected charges.

We are going to continue monitoring the platform and will close this Service Status thread once we're confident the problem is fully resolved.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-05T18:06:10Z ADSL Dial F9-1265393170 http://usertools.f9.net.uk/status/archive/1265392686.htm
Any customers reconnecting to the same gateway may have been unable to access any Internet resources.

We have just reloaded the affected gateway which will have caused further disconnections for anybody connected to it.

The router is now accepting new sessions and we believe that the data transfer problems are now resolved.

We would like to apologise to those of you who were affected by this problem.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-05T17:58:06Z ADSL Dial F9-1265392686 http://usertools.f9.net.uk/status/archive/1265387861.htm Early Monday morning, 8th February.

What does it affect?
Our telephone support.

How long will it take?
Up to an hour.

What does the work involve?
We are carrying out some maintenance to our phone system, in order to allow for future updates and expansion of the platform.

Am I likely to notice the work?
Yes, customers will be unable to contact our main contact centre for approximately 10 minutes during the maintenance window.

Is there anything else I need to know?
Yes, you will still be able to raise tickets via our website for the attention of our support team.

Kind Regards,

Chris Parr
Customer Support]]> 2010-02-05T16:37:41Z Other F9-1265387861 http://usertools.f9.net.uk/status/archive/1265385881.htm
This is an update to this afternoon's post about a problem we're currently experiencing with our traffic management systems.

At the moment our traffic management systems are not correctly registering when a customer connects to the Internet. If you've established a new connection to the Internet since around midday today then there's a good chance that you haven't been assigned the right traffic management profile.

This will result in poor speeds and performance problems and has been further compounded by the broadband disconnections that occurred early this afternoon.

If you are experiencing this problem then we suggest against rebooting your modem or router, as it's unlikely to remedy the situation and could create problems for those on rate adaptive up to 8Mbps/Up to 20mbps products.

We'll provide another update as soon as we know more.

Sorry for the inconvenience.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-05T16:04:41Z ADSL Dial F9-1265385881 http://usertools.f9.net.uk/status/archive/1265384442.htm
The problem affected the gateway known as pcl-ag04. Whilst this device is now taking sessions again, we are currently investigating reports of data transfer problems from customers who have reconnected to the gateway.

You may be able to overcome this problem by disconnecting and reconnecting.

Sorry about the inconvenience this is causing.

We're working to restore service as quickly as we can and will post another update later on this afternoon.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-05T15:40:42Z ADSL Dial F9-1265384442 http://usertools.f9.net.uk/status/archive/1265376647.htm
This may result in lower than normal speeds on non-interactive traffic such as P2P and binary usenet. If you believe you have been assigned a default traffic management profile then this can easily be rectified by disconnecting and reconnecting once this problem is resolved.


We will post a further update as soon as more information is available.


Kind regards,

Chris Parr
Customer Support]]> 2010-02-05T13:30:47Z ADSL Dial F9-1265376647 http://usertools.f9.net.uk/status/archive/1265373427.htm
This appears to be a problem with the gateway known as pcl-ag04 which handles connections on both 20CN and 21CN platforms.

If you were disconnected from the Internet this morning and are having problems getting back online then we suggest that you switch off your modem or router for 30 minutes before powering it back up and attempting to reconnect.

We would like to apologise for the inconvenience and will provide another update later today.

Kind Regards,

Chris Parr
Customer Support]]> 2010-02-05T12:37:07Z ADSL Dial F9-1265373427 http://usertools.f9.net.uk/status/archive/1265295077.htm Today, 4th February.

What does it affect?
The gateway known as pcl-ag02.

How long will it take?
About twenty minutes.

What does the work involve?
We will be installing three additional line cards into the gateway known as pcl-ag02.

Am I likely to notice the work?
No, the line cards will not initially be configured to handle any sessions.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-04T14:51:17Z ADSL Dial F9-1265295077 http://usertools.f9.net.uk/status/archive/1265283108.htm
Further to our last update we have removed all incorrect or duplicated data, and have now turned call processing back on for the affected period. Customer call data should be up to date within the next week.

Our current focus is to arrange refunds for the small amount of customers who were charged incorrectly due to the corrupted data, this will happen today and tomorrow.

We'll provide a further update as soon as we have more information.

Kind Regards
Mand Beckett
Customer Support]]> 2010-02-04T11:31:48Z Home Phone F9-1265283108 http://usertools.f9.net.uk/status/archive/1265278840.htm Today, 4th February.

What does it affect?
The routing of customers' broadband traffic.

How long will it take?
About an hour.

What does the work involve?
Following expansion of our traffic management platform we will be migrating some customers' traffic across to newly installed traffic management switches.

Am I likely to notice the work?
No.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-04T10:20:40Z ADSL Dial F9-1265278840 http://usertools.f9.net.uk/status/archive/1265218852.htm Tomorrow morning, 4th February.

What does it affect?
Broadband traffic prioritisation.

How long will it take?
About an hour.

What does the work involve?
We will be making some changes to correct the classification of certain traffic across the network. This includes additional ports for the games 'Demigod' and 'League of Legends' and some signatures for BitTorrent, 'Live for Speed' and 'Call of Duty 4'. Once these changes have been made we will be reloading all of our traffic management switches to realign the traffic flows.

Am I likely to notice the work?
You might do. 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 management profile. When this happens it tends to result in slower speeds and poorer performance than normal.

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,

Matt Taylor
Customer Support]]> 2010-02-03T17:40:52Z ADSL Dial F9-1265218852 http://usertools.f9.net.uk/status/archive/1265212105.htm Early tomorrow morning, 4th February.

What does it affect?
A rectifier that supplies DC power to some of the devices in one of our London data suites.

How long will it take?
About thirty minutes.

What does the work involve?
We're going to be performing some diagnostic tests early tomorrow morning as part of the work required to fix a recently identified problem.

Am I likely to notice the work?
No you shouldn't do. If anything unexpected does happen then customers connected the the gateways ptn-ag1 or ptn-ag2 may be temporarily disconnected from the Internet.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-02-03T15:48:25Z ADSL Dial F9-1265212105