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: General Information
: Planned Maintenance

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Service Status

Title of Message: Increase in 20CN capacity - Monday 8th February

Created:: 09/02/2010 @ 15:38

Yesterday, we activated all 4 segments of our most recently provisioned 622Mbps BT Central. It's these central pipes that we use to deliver bandwidth to most of the customers on our 'Up to 8Mbps' products.

Customers connecting to the new pipe will access the Internet through the gateway known as pcl-ag02.

We've activated this bandwidth to accommodate the expected increase in customer numbers over the coming months, and the almost guaranteed increase in average usage as the year progresses. Also worth a mention is the fact that the Olympic Winter Games start this week and a lot of people are likely to be watching online.

When new capacity is added to the network, it takes time for it to balance and for a representative proportion of the customer base to connect to the new segments. In order to speed up this process we might need to briefly disconnect some broadband customers from the Internet. If we decide to do this then we'll announce further details as a planned maintenance notice nearer the time.

Kind Regards,

Bob Pullen
Customer Support

Title of Message: Broadband Disconnections - RESOLVED

Created:: 08/02/2010 @ 13:13

This is an update to the earlier post regarding customers being disconnected from the Internet.

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

Title of Message: Call Processing problem (60359) - UPDATE

Created:: 08/02/2010 @ 12:55

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

Title of Message: Planned RADIUS maintenance - Monday 8th February - 11.45am-Midday

Created:: 08/02/2010 @ 11:38

When's this work happening?
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

Title of Message: Broadband Disconnections (60523) - NEW

Created:: 08/02/2010 @ 11:01

One of our gateways has encountered a problem resulting in customers being disconnected from the Internet.

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