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01/09/2010 @ 14:36
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Broadband Connectivity Problems (63261) - RESOLVED
This is an update to last week's post about the connectivity problems that some 'Up to 8Mbps' broadband customers experienced on Friday morning.
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
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27/08/2010 @ 17:47
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Broadband Connectivity Problems (63261) - UPDATE
This is an update to this afternoon's post about the connectivity problems some of our broadband customers experienced this morning.
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
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27/08/2010 @ 13:01
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Broadband Connectivity Problems (63261) - UPDATE
This is an update to this morning's announcement about widespread disconnections and authentication problems affecting customers provisioned on our 20CN 'up to 8Mbps' broadband network.
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
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27/08/2010 @ 10:24
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Broadband Connectivity Problems (63261) - NEW
At approximately 9.40am today we saw a number of customers disconnected from our network. Shortly after at approximately 10.05am an even larger number of customers saw their connections dropped.
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
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21/08/2010 @ 19:48
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BT Major Service Outage in the Kent area (63173) - Resolved
We have now been informed that the recent service outage affecting 21CN services has been resolved.
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
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