http://www.plus.net/supportpages.html?a=2 RSS Feed of Force9 Service Status Postings 2010-09-02T14:15+01:00 status@servicestatus.plus.com status@servicestatus.plus.com http://usertools.f9.net.uk/status/archive/1283433159.htm Starting today 2nd September, but will be carried out using a phased approach so is likely to continue over the coming weeks.

What does it affect?
The visibility of old support tickets and 'service notices' raised against customers' accounts.

How long will it take?
Several weeks.

What does the work involve?
To make some improvements to the performance of one of our database systems, we will be archiving closed support tickets that are more than two years old.

Am I likely to notice the work?
You won't be able to view closed support tickets via our website if they were raised more than two years ago. It's unlikely that you'll notice this though.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-09-02T14:12:39+01:00 Portal F9-1283433159 http://usertools.f9.net.uk/status/archive/1283348173.htm
It has transpired that the problem was inadvertently caused by some third party routing changes that were made on the morning in question - http://www.networkworld.com/news/2010/082710-research-experiment-disrupts-internet-for.html

There have been no more reports of widespread problems so those continuing to experience difficulties are advised to contact our help desk via the usual channels.

Our network is still a little out of balance however this shouldn't be adversely affecting customers and we expect the situation to return to normal over the coming days.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-09-01T14:36:13+01:00 ADSL Dial F9-1283348173 http://usertools.f9.net.uk/status/archive/1283246682.htm Tonight, 31st August into tomorrow morning.

What does it affect?
Broadband connectivity.

How long will it take?
Up to eight hours.

What does the work involve?
We will be replacing one of our broadband edge routers with a more recent model.

Am I likely to notice the work?
Yes, you might do. If you're connected to the gateway known as thn-ag3 then at 2.00am you will be briefly disconnected from the Internet. If this does happen then you should be able to reconnect almost immediately. Towards the end of the maintenance window we will need to disconnect some customers connected to the other gateways as well to help rebalance the network.

Is there anything else I need to know?
You can check which gateway you're connected to by visiting http://usertools.plus.net/@gateway.
Any customers having problems connecting once the maintenance is complete are advised to switch off their modem or router for thirty minutes before turning it back on and attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-08-31T10:24:42+01:00 ADSL Dial F9-1283246682 http://usertools.f9.net.uk/status/archive/1283243641.htm
The underlying problem has been identified and resolved, this may have delayed the generation of some webstats but did not cause any data to be missed.

We apologise for any inconvenience this may have caused.

Kind Regards,
Ben Trimble]]> 2010-08-31T09:34:01+01:00 Web Space & FTP F9-1283243641 http://usertools.f9.net.uk/status/archive/1283169526.htm
This will be affecting customers who have websites hosted on our servers, and may mean that you will be missing webstats or log files from yesterday.

Our networks team have resolved this but it does mean that there may be a delay in these being generated.

Sorry for any inconvenience caused.

Kind Regards,

Shawn Denton]]> 2010-08-30T12:58:46+01:00 Web Space & FTP F9-1283169526 http://usertools.f9.net.uk/status/archive/1282927639.htm
All customers should be able to get back online. If you're still having problems connecting after restarting your equipment then please contact support via the usual channels.

Our network is still somewhat out of balance, which may cause some slow downs during peak times when the network is busy.

We're returning Service Status to 'green' but will leave this thread open over the bank holiday weekend and provide another update regarding the balance of the platform on Tuesday.

Kind regards,

Bob Pullen
Customer Support]]> 2010-08-27T17:47:19+01:00 ADSL Dial F9-1282927639 http://usertools.f9.net.uk/status/archive/1282910508.htm
Our suppliers have confirmed that a problem this morning caused a loss of routing across their core network. Whilst the underlying cause is unknown at present, it seems that the majority of our customers have been able to reconnect successfully.

Due to the number of sessions that were dropped, our network is now out of balance. This may cause peak time performance/speed problems for some customers later this afternoon/evening when the network starts getting busier.

We are in the process of rebalancing the network and will post another update later this afternoon.

If you're still experiencing problems connecting then please try powering down your modem/router for 20 minutes or so before switching it back on and attempting to reconnect.

Best regards,

Bob Pullen
Customer Support]]> 2010-08-27T13:01:48+01:00 ADSL Dial F9-1282910508 http://usertools.f9.net.uk/status/archive/1282901076.htm
Our Customer Support Centre are handling large volumes of calls from customers unable to connect to the Internet following these drops.

At this stage we suspect a large outage affecting our supplier's network. This will be affecting other ISPs too.

Sorry for the inconvenience, we'll post further details as we have them.

Kind regards,

Bob Pullen
Customer Support]]> 2010-08-27T10:24:36+01:00 ADSL Dial F9-1282901076 http://usertools.f9.net.uk/status/archive/1282840828.htm This evening, 26th August into tomorrow morning.

What does it affect?
The telephone system used by our Customer Support Centre.

How long will it take?
Up to ten hours.

What does the work involve?
We are migrating our internal telephony platform across to a new system with improved functionality.

Am I likely to notice the work?
It's unlikely. Some of our support numbers will not work for a brief period of time during the maintenance window, however this part of the work has been scheduled for the early hours of the morning to minimise disruption.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-08-26T17:40:28+01:00 Other F9-1282840828 http://usertools.f9.net.uk/status/archive/1282582115.htm Early tomorrow morning, 24th August.

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

How long will it take?
About four hours.

What does the work involve?
We're changing the appearance of our Support pages and Help Assistant. We're also making some back end changes to our systems in order to improve a number of processes for our support agents and other departments.

Am I likely to notice the work?
Yes, our website will be inaccessible and our Customer Support Centre will have limited access to customers' account details.

Is there anything else I need to know?
No.

Kind Regards,

Matt Taylor
Customer Support]]> 2010-08-23T17:48:35+01:00 Portal F9-1282582115 http://usertools.f9.net.uk/status/archive/1282416492.htm If you are still having problems then please power down your router for at least 30 minutes and try to reconnect.

We apologise for any inconvenience this may have caused.

Joanne Pilson

Customer Support]]> 2010-08-21T19:48:12+01:00 ADSL Dial F9-1282416492 http://usertools.f9.net.uk/status/archive/1282399523.htm If you connect to the internet on a 21CN connection this may cause problems connecting or disconnecting.

At this moment in time we do not have any further updates. We will update this post as soon as we have more information


Kind Regards,

Joanne Pilson

Customer Support.]]> 2010-08-21T15:05:23+01:00 ADSL Dial F9-1282399523 http://usertools.f9.net.uk/status/archive/1282394890.htm If you connect to the internet on a 21CN connection this may cause problems connecting or disconnecting.

BT are currently working on this problem and hope to have it resolved as soon as possible.

As soon as we have any further information, we will update this status.

--
Regards, Katie Bryan]]> 2010-08-21T13:48:10+01:00 ADSL Dial F9-1282394890 http://usertools.f9.net.uk/status/archive/1282130508.htm Early tomorrow morning, 19th August.

What does it affect?
The routing of broadband traffic across BT Wholesale's network.

How long will it take?
Up to four hours.

What does the work involve?
We have received notice from our suppliers about a period of planned engineering works that is scheduled to be carried out early tomorrow morning.

Am I likely to notice the work?
Our suppliers have advised that some broadband customers may experience a five minute outage at some point 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 switch off their equipment for 30 minutes before powering it back up and attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-08-18T12:21:48+01:00 ADSL Dial F9-1282130508 http://usertools.f9.net.uk/status/archive/1282056622.htm Early tomorrow morning, 18th August.

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

How long will it take?
About an hour.

What does the work involve?
In order to upgrade the disk packs used by one of our database systems, we need to perform a controlled database 'switchover' - http://en.wikipedia.org/wiki/Switchover

Am I likely to notice the work?
Yes, our main website will be inaccessible and our Customer Support Centre will not have access to customers' account details.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-08-17T15:50:22+01:00 Portal F9-1282056622 http://usertools.f9.net.uk/status/archive/1282045519.htm Early tomorrow morning, 18th August.

What does it affect?
The routing of broadband traffic across BT Wholesale's network.

How long will it take?
Up to four hours.

What does the work involve?
We have received notice from our suppliers about a period of planned engineering works that is scheduled to be carried out early tomorrow morning.

Am I likely to notice the work?
Our suppliers have advised that some broadband customers may experience a five minute outage at some point 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 switch off their equipment for 30 minutes before powering it back up and attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2010-08-17T12:45:19+01:00 ADSL Dial F9-1282045519 http://usertools.f9.net.uk/status/archive/1281715475.htm
As we normally announce these capacity changes, we have taken the opportunity to summarise them in a Community Site blog post that can be seen here - http://community.plus.net/blog/2010/08/13/broadband-capacity-update-13th-august-2010/

Kind Regards,

Bob Pullen
Customer Support]]> 2010-08-13T17:04:35+01:00 Network Capacity (ADSL/20CN) F9-1281715475 http://usertools.f9.net.uk/status/archive/1281711262.htm
Monitoring has shown no further issues as customers have connected and are browsing without issues on this gateway.

If you continue to experience problems after rebooting your modem or router than please contact our Support Centre by the normal channels.

We're very sorry for any inconvenience caused by this problem.

Kind regards,

Ben Trimble
Customer Support]]> 2010-08-13T15:54:22+01:00 ADSL Dial F9-1281711262 http://usertools.f9.net.uk/status/archive/1281697434.htm
Customers connected to the gateway known as pcl-ag03 may be affected by this problem.

We suggest that anyone affected by this switches their modem / router off and on again as this should restore service by connecting you to an alternate gateway whilst we are investigating the problem.

Please accept our apologies for any inconvenience caused.

Kind Regards,

Adam Walker
Customer Support]]> 2010-08-13T12:03:54+01:00 ADSL Dial F9-1281697434 http://usertools.f9.net.uk/status/archive/1281600615.htm
We have completed monitoring this issue and affected customers have been able to reconnect.

If you have powered off your equipment for 15 minutes and are still unable to reconnect then please contact our Support Centre via the usual channels.

Please accept our apologies for any inconvenience caused by this issue.

Kind regards,

Ben Trimble
Customer Support]]> 2010-08-12T09:10:15+01:00 ADSL Dial F9-1281600615