Posts from March 2006
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| Portal & Email Outage - Update | |
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| <This post is a follow-up> | |
| 31st of March 2006, 16:12:24 | Service Issues [On-going Issues] |
| We are currently experiencing some issues which may effect customers with a non-Plusnet PLC IP Address. We hope to have this resolved shortly. Regards, James Bailey Comms Team Leader | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 31st of March 2006, 14:43:28 | Service Issues [All OK] |
| Our Network Engineers have now confirmed that portal access should be available for everyone. Kind Regards, James Bailey Comms Team Leader | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 31st of March 2006, 11:29:46 | Service Issues [On-going Issues] |
| Networks have now allowed access to customers only. This means that you will have to be on a Plusnet/Metronet/Free-Online/Force9 IP Address. The portal access may be a touch on the slow side initially. Kind Regards, James Bailey Comms Team Leader | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 31st of March 2006, 11:01:28 | Service Issues [On-going Issues] |
| As was done yesterday, our Networks team have blocked access to the Portal so that they will be able to more effectively resolve the problems regarding access. As soon as I have further information, I will post it here. Kind Regards, James... | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 31st of March 2006, 10:56:39 | Service Issues [On-going Issues] |
| We are currently experiencing a partial reoccurence of yesterdays problems with the Portal. Portal access is currently intermittent, and is being worked on as a matter of utmost urgency. Please, again, accept our apologies for the inconveniences... | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 30th of March 2006, 21:04:23 | Service Issues [On-going Issues] |
| We have now restored the primary mail servers and most mail is being delivered to mailboxes and being collected normally by customers. However, due to the increased load on the platform some customers may see timeout messages when collecting email... | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 30th of March 2006, 19:04:23 | Service Issues [On-going Issues] |
| As previously reported our primary mail servers are back online however some customers may be seeing slow access to the mail servers or authentication failure messages. We are currently working on restoring full service and will post a further... | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 30th of March 2006, 18:38:26 | Service Issues [On-going Issues] |
| As a temporary measure we have blocked access to our web portal in order to resolve the issue with slow loading pages. We will post an update once the the portal is available again. Kind Regards, Dave Tomlinson Customer Support | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 30th of March 2006, 18:28:23 | Service Issues [On-going Issues] |
| Our web portal and primary email platform are now back online however due to high load customers may see slow pages on the portal and collection of email may be slower than normal. No email will have been lost as it will have queued at our... | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 30th of March 2006, 17:34:14 | Service Issues [On-going Issues] |
| Further to our earlier updates we have now restored access to customer's hosted websites on Homepages and also access to 0845 and FRIACO dial. Our network engineers are concentrating efforts on bring access to email back up. We would like to... | |
| Portal & Email Outage - Update | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 30th of March 2006, 14:49:11 | Service Issues [On-going Issues] |
| Dear All, At 13:10 today we experienced a brief power outage in our Sheffield based Headquarters, one of four locations that contain core elements of our network. The same outage hit a number of businesses who share the same business park as us.... | |
| Portal & Email Outage - NEW | |
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| <View the update to this post> | |
| 30th of March 2006, 14:39:44 | Service Issues [On-going Issues] |
| Following a power outage in Sheffield, we are currently experiencing issues with our Portal and email. No email should be lost. Once we have resolved the outage we will be undergoing an investigation as to why the outage was not prevented by our... | |
| Incoming Email - RESOLVED | |
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| <This post is a follow-up> | |
| 29th of March 2006, 21:11:32 | Service Issues [All OK] |
| The previously reported problem with email has now been resolved. The new mail server has completed final testing and is now in place and we can see mail being relayed successfully. We would again apologise for the inconvenience this problem has... | |
| Incoming Email - Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 29th of March 2006, 10:11:34 | Service Issues [On-going Issues] |
| We have a revised timescale for the implementation of the mail server. This is expected to have been performed by approximately 10pm this evening. Again, please accept our apologies for the downtime experienced and many thanks for your patience... | |
| Incoming Email - Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 29th of March 2006, 10:04:40 | Service Issues [On-going Issues] |
| As previously mentioned, we are building a replacement mail server to resolve the ongoing problems with the Mail Server. This is expected to be shipped to London by the end of the day and should be implemented tomorrow. In the meantime, one of our... | |
| Incoming Email - New | |
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| <View the update to this post> | |
| 29th of March 2006, 09:05:00 | Service Issues [On-going Issues] |
| We are experiencing intermittent problems with our primary email server. A replacement mail server is currently being built and we will have this in place as soon as possible. We will provide further updates regarding timescales once we have... | |
| Incoming Email - Resolved | |
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| <This post is a follow-up> | |
| 28th of March 2006, 19:31:42 | Service Issues [All OK] |
| Our engineers have now resolved the problem that was causing the incomming email server to be unavailable when customers attempted to connect to it. We apologise for the inconvenience this has caused. Kind Regards, Jonathan Whiting Customer Support | |
| Incoming Email - New | |
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| <View the update to this post> | |
| 28th of March 2006, 18:09:17 | Service Issues [On-going Issues] |
| Our engineers are currently investigating an issue that is causing intermittent access to the incomming email server on the Metronet platform. We hope to have this resolved shortly and will provide a further update once more information is... | |
| Incomming Email - Resolved | |
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| <This post is a follow-up> | |
| 28th of March 2006, 16:28:12 | Service Issues [All OK] |
| Our engineers have now resolved the problem that was causing the incomming email server to be unavailable when customers attempted to connect to it. We apologise for the inconvenience this has caused. Kind Regards, Jonathan Whiting Customer Support | |
| Incomming Email - New | |
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| <View the update to this post> | |
| 28th of March 2006, 15:52:34 | Service Issues [On-going Issues] |
| Our engineers are currently investigating an issue with incomming mail on the Metronet platform. This will result in problems when trying to log into the mail server to collect email. We will post further information regarding this once it is... | |
| DNS and Email Problems - Resolved | |
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| 25th of March 2006, 00:55:59 | Service Issues [All OK] |
| The previous problems identified with DNS and Email services have now been resolved. Please accept our apologies for any inconvience this may have caused. Regards Andrew Moxon Customer Support | |
| DNS and Email Problems - NEW | |
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| 24th of March 2006, 23:33:02 | Service Issues [On-going Issues] |
| We are currently investigating a problem with one of our DNS servers which may mean that some customers are seeing slow DNS lookups and also problems accessing both incoming and outgoing email. There may also be problems accessing Just The Name,... | |
| JTN - URL Masking | |
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| <This post is a follow-up> | |
| 22nd of March 2006, 16:15:51 | Service Issues [All OK] |
| This problem has now been resolved following the rebuild of one of our servers. Apologies for the inconveniences caused. Kind Regards, James Bailey Comms Team | |
| Metronet Webmail | |
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| 22nd of March 2006, 14:30:52 | Service Issues [On-going Issues] |
| We are currently experiencing an issue which is preventing our customers from adding additional subfolders within Webmail. We hope to resolve this by upgrading the Squirrelmail platform on Monday 27th. Kind Regards, James Bailey Comms Team | |
| JTN - URL Masking | |
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| <View the update to this post> | |
| 21st of March 2006, 15:42:37 | Service Issues [On-going Issues] |
| We are currently experiencing problems with domains that utilise URL masking. This problem is being investigated currently and we will update this posting as soon as we have received further information. Kind Regards, James Bailey Comms Team | |
| ADSL Connectivity - Problems | |
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| <This post is a follow-up> | |
| 21st of March 2006, 15:38:42 | Service Issues [All OK] |
| The issue should now be resolved and no customers should have been effected by this. Traffic is flowing correctly across the platform and the priority is being set properly on all traffic. | |
| Broadband Network Maintenance - Thursday 30th March 2006 - 4:00 to 5:00 | |
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| 21st of March 2006, 14:04:57 | Announcements (Metronet) |
| Service Affected:- DSL Dial Maintenance Window:- Thursday 30th March 2006 - 4:00 to 5:00 Duration of expected customer impact:- 1 hours. Detailed description of work to be performed:- * We are performing failover/resilience testing with BT on... | |
| ADSL Connectivity - Problems | |
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| <View the update to this post> | |
| 21st of March 2006, 13:43:48 | Service Issues [On-going Issues] |
| We are currently invesitgating an issue on our broadband platform. Our engineers have identified that is an issue involving one section of the ADSL network. This handles network prioritisation and is currently passing traffic through OK but the... | |
| ERX Platform Upgrade - Tuesday 28th March 2006 - 0.01am to 6:00am | |
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| 20th of March 2006, 12:39:32 | Announcements (Metronet) |
| Service Affected:- DSL Dial Maintenance Window:- Tuesday 28th March 2006 - 0.01am to 6:00am Duration of expected customer impact:- 6 hours. Detailed description of work to be performed:- * We are performing an upgrade and configuration changes... | |
| Port995 - Resolved | |
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| 19th of March 2006, 14:33:19 | Service Issues [All OK] |
| Our engineers have now resolved the problems with accessing port995.com and you should now be able to access this site in the usual fashion. We would advise that anyone still experiencing problems reboot their equipment before contacting support in... | |
| Port995 - New | |
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| 19th of March 2006, 12:49:52 | Service Issues [On-going Issues] |
| Our engineers are currently investigating issues with this service at the moment. Customers are unable to access the port995.com website and might also be unable to access email from the service as well. We hope to have this resolved as swiftly as... | |
| Connectivity Issues - New | |
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| <This post is a follow-up> | |
| 16th of March 2006, 15:41:42 | Service Issues [All OK] |
| The problems that we experienced earlier on our ADSL Platform have now been resolved, and have been for approximately the past hour. We will continue to monitor the situation and will post any further updates accordingly. We apologise sincerely for... | |
| Connectivity Issues - New | |
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| <View the update to this post> | |
| 16th of March 2006, 13:09:18 | Service Issues [On-going Issues] |
| We are currently invesitgating a service effecting issue on our broadband platform. Our engineers have identified that were was a short outage involving one section of the ADSL network. This handles network prioritisation. This will may have... | |
| Customer Support Centre | |
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| 15th of March 2006, 13:47:03 | Announcements (Metronet) |
| Following a successful exercise over the last 2 days, where we have more than halved the previous backlog and answered 14% more tickets within our desired timescales, we will be continuing to operate with skeleton staffing on support calls between... | |
| Ellacoya Platform Maintenance - Thursday 16th March 2006 - 0.01am to 4:00am | |
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| 14th of March 2006, 13:36:48 | Announcements (Metronet) |
Service Affected:- DSL Dial Maintenance Window:- Thursday 16th March 2006 - 0.01am to 4:00am Duration of expected customer impact:- 5 minutes. Detailed description of work to be performed:- * We are performing an upgrade on our Ellacoya... | |
| Customer Support Centre | |
|---|---|
| 14th of March 2006, 13:30:02 | Announcements (Metronet) |
| As some customers will be aware, our Customer Support Centre is currently very busy and we have a backlog of customer support tickets, which means ticket turnaround times are longer than normal. We recognise the importance of answering all... | |
| 0870 Helpline | |
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| <This post is a follow-up> | |
| 13th of March 2006, 09:40:30 | Service Issues [All OK] |
| Our telephone provider has now fully resolve the issue with our 0870 number, and customers can now contact support via this number without problems. We apologise for any inconvience caused by this. Kind Regards, Jonathan Whiting Customer Support | |
| 0870 Helpline | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 10th of March 2006, 17:47:44 | Service Issues [On-going Issues] |
| Our engineers have identified that the issues with our 0870 number during the day have been with our telephone provider. The number should now be working but our provider has not yet closed off the issue. In the interim you can continue to use 0114... | |
| 0870 Helpline | |
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| <View the update to this post> | |
| 10th of March 2006, 11:42:40 | Service Issues [On-going Issues] |
| We are currently experiencing issues with our 0870 number. This is being looked into urgently, but in the interim, please use 0114 296 5185 Regards, James Bailey Comms Team | |
| ADSL Connectivety - Problems | |
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| <This post is a follow-up> | |
| 07th of March 2006, 15:21:00 | Service Issues [All OK] |
| This mornings issues with connectivity caused by a failure of one of the Radius platforms has now been resolved. All customers should be able to connect now without issue. We are planning to conduct a full investigation into these events and... | |
| Helpdesk Line | |
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| <This post is a follow-up> | |
| 07th of March 2006, 15:09:45 | Service Issues [All OK] |
| The earlier problems with the helpline was caused primarily by the outage we experienced earlier. We have a finite number of lines available, and these were saturated. What also did not help, was that our phone supplier are also running a... | |
| Helpdesk Line | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 07th of March 2006, 13:45:56 | Service Issues [All OK] |
| The problems experienced earlier with the helpline are now believed to be resolved. Regards, James Baily Comms Team | |
| Portal Slowdown - NEW | |
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| <This post is a follow-up> | |
| 07th of March 2006, 13:44:51 | Service Issues [All OK] |
| The problems regarding the speed of the Portal are now believed to have been resolved. Many thanks for your patience regarding this matter. Regards, James Bailey Comms Team | |
| ADSL Connectivety - Problems | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 07th of March 2006, 11:58:32 | Service Issues [On-going Issues] |
| This morning we experienced a major issue with our Radius authentication platform, which is the system that verifies user credentials on our network. This occurred following planned overnight maintenance work. As a result many customers will have... | |
| Portal Slowdown - NEW | |
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| <View the update to this post> | |
| 07th of March 2006, 11:55:56 | Service Issues [On-going Issues] |
| We are currently investigating an issue that is causing slowdown and timeouts when attempting to access pages on the portal. Our engineers are working on this issue and we hope to have this resolved shortly. Further information will be posted as... | |
| Helpdesk Line | |
|---|---|
| <View the update to this post> | |
| 07th of March 2006, 10:34:46 | Announcements (Metronet) |
| Due to current extremely heavy volumes of calls relating to the outage that we are currently experiencing with regards to authentication, a number of people are experiencing problems trying to contact us. If you have been effected by the outage,... | |
| ADSL Connectivety - Problems | |
|---|---|
| <This post is a follow-up> | |
| <View the update to this post> | |
| 07th of March 2006, 10:25:09 | Service Issues [On-going Issues] |
| The current connectivity problem occurred because of a failure on our primary radius platform at the point where customers reconnect to the network. This re connection of customers to this platform occurred later than planned due to problems... | |
| ADSL Connectivety - Problems | |
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| <View the update to this post> | |
| 07th of March 2006, 09:15:45 | Service Issues [On-going Issues] |
| The maintenance this morning has caused authentication problems for a number of customers on our ADSL platform. This means that you may be unable to connect to connect to the Internet at the moment. This is being worked on by our engineers at the... | |
| Update on weekend service issues | |
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| 06th of March 2006, 16:16:16 | Announcements (Metronet) |
| During the weekend, customers may have been impacted by issues which affected aspects of their broadband service. This post provides more detail about the causes and actions we are taking to ensure that in the future the same issues do not re-occur.... | |
| View My Usage - New | |
|---|---|
| 04th of March 2006, 20:34:12 | Service Issues [On-going Issues] |
| Our engineers are currently investigating an issue with View My Usage, that is making it unavailable for customers. We hope to have this resolved as swiftly as possible. Kind Regards, Jonathan Whiting Customer Support | |
| PAYH Problems | |
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| <This post is a follow-up> | |
| 03rd of March 2006, 11:24:32 | Service Issues [All OK] |
| The problems experienced with PAYH are now resolved. Thank you for your patience regarding this matter Regards, James Bailey Comms Team | |
| PAYH Problems | |
|---|---|
| <View the update to this post> | |
| 03rd of March 2006, 09:49:53 | Service Issues [On-going Issues] |
| We are currently experiencing issues with customers being unable to view their sites or log in to their account control panel. This is being looked into urgently. Please accept our sincere apologies for this downtime. Regards, James Bailey Comms... | |
| Telephone Support Availability | |
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| 02nd of March 2006, 16:07:48 | Announcements (Metronet) |
| During the next ten days you may experience higher call waiting times then normal at busy times. This is due to some essential training for the CSC during this period. If you have a support query you can still call the CSC however we would encourage... | |
| Support Telephone System Maintenance - Friday 3rd March - 6:40 to 7:00 | |
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| 01st of March 2006, 15:42:26 | Announcements (Metronet) |
| Service Affected:- Support Telephone System Maintenance Window:- Friday 3rd March - 6:40 to 7:00 Duration of expected customer impact:- Approximately 10 minutes. Detailed description of work to be performed:- We are performing essential... | |
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