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Known technical problems with our services are recorded on this page.

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Announcements

Date and Time Announcement
16/05/2008 @ 10:18 Planned System Maintenance - Sunday 18th May 10.00pm - Monday 19th May 6.00am.
Maintenance Window:-
Sunday 18th May 10.00pm - Monday 19th May 6.00am.

Service Affected:-
Customer portals and CSC access to account details.

Duration of expected customer impact:-
There will be holding pages on the customer portals from 10.00pm on Sunday until 3.00am on Monday. Staff will regain access to account details shortly after Midnight.

Detailed description of work to be performed:-
Due to maintenance taking place on our backend systems, we will need to deploy holding pages in order to ensure that there are no problems during the rollout.

Expected customer impact:-
Customers will be unable to access our website while the holding pages are in place. Our support team will still be available to answer your queries but will be unable to action any account changes during this period.

Other Notes:-
N/A

Kind Regards,

Chris Parr
Customer Support
16/05/2008 @ 09:38 Webmail Problems(51571) - RESOLVED
This is an update to the previously reported problem resulting in errors when using the webmail service.
A copy of the original announcement can be found here:-
http://usertools.plus.net/status/archive/1210887692.htm

This problem was caused by errors on one of the webmail servers. This has now been restarted and the problems are resolved.

Please accept our apologies for any inconvenience this may have caused.

Kind Regards,

Chris Parr
Customer Support
15/05/2008 @ 22:41 Email and DNS Problems(51571) - NEW
A problem has been found when attempting to read mail via the squirrel mail service.

The view still provides the folders down the left hand side and inbox items but when attempting to read the mail provides the error "Page cannot be displayed".

Our engineers are working on this problem and we will post an update as soon as possible.
Please accept our apologies for the inconvenience.

Kind Regards,

Steven Lockley
Customer Support
15/05/2008 @ 13:58 Network Connectivity Problems (51290) - RESOLVED
This is an update to the previously reported problems affecting connectivity to the Internet and other core services. A copy of the last announcement can be seen here:-
http://usertools.plus.net/status/archive/1210793614.htm

Service has been restored and further monitoring suggests that all underlying problems are now fully resolved.

Please accept our apologies for the inconvenience.

Kind Regards,

Bob Pullen
Customer Support
14/05/2008 @ 20:33 Network Connectivity Problems (51290) - UPDATE
This is an update to the previously reported problems affecting connectivity to the Internet and other core services. A copy of the last announcement can be seen here:-
http://usertools.plus.net/status/archive/1210780411.htm

Towards the end of April we experienced a problem with one of our core network routers that resulted in a loss of connectivity to certain services, and problems for some customers connecting to the Internet. This was published to our Service Status feed here:-
http://usertools.plus.net/status/archive/1209053745.htm

After detailed analysis of the problem it was decided that we would pro actively replace one of the routers hardware components to safeguard against a re occurrence of the problem. This work was completed earlier as per the planned maintenance announcement here:-
http://usertools.plus.net/status/archive/1210767656.htm

Unfortunately complications arose that caused connectivity problems for customers across the network. Some were unable to connect to the Internet whilst others found that their access to certain websites and services was very sporadic. Dial up customers were also affected by this:-
http://usertools.plus.net/status/archive/1210775176.htm

At this point we brought up the link up on another routing engine, raised a case with the vendor of the hardware, and continued with our investigations. This had resolved the issue for most customers by 6:00pm.

Unfortunately further complications arose this evening that have resulted in similar issues for our customers. We believe that service has since been restored, however our network engineers will continue to monitor the situation throughout the evening.

We would like to offer our sincerest apologies for these problems and will provide further details as soon as they become available.

Kind Regards,

Bob Pullen
Customer Support
Archive

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