Posts from July 2006
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| Intermittent Connection Problems - Resolved | |
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| 27th of July 2006, 13:25:12 | Announcements (BT) |
| The previously reported issues regarding intermittent connection problems were resolved on July 21st. We have completed further investigations and are fully confident that the underlying issue has now been resolved, and all customers should be able... | |
| PAYH v2 sites and control panels down - RESOLVED | |
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| 24th of July 2006, 12:44:04 | Service Issues [All OK] |
| We are pleased to announce that the problem with PAYH v2 sites being down has now been fixed by a reboot. We would like to apologise for any inconvenience caused. Kind Regards, Richard Allen. | |
| PAYH v2 sites and control panels down | |
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| 24th of July 2006, 11:13:05 | Service Issues [Services Down] |
| Dear Customers, We are currently investigating a problem with the main server of PAYH v2 sites which is causing pages not to be displayed. Our engineers are working on this as a matter of urgency and we'll keep you updated. Kind Regards, Richard... | |
| Intermittent Connection Problems - Resolved | |
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| <This post is a follow-up> | |
| 20th of July 2006, 21:43:42 | Service Issues [All OK] |
| The work that our engineers have carried out to resolve this issue has been successful. All customers should now be able to reconnect without difficulty. We will continue to monitor the platform during the night to ensure that no further issues... | |
| Intermittent Connection Problems - Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 20th of July 2006, 20:13:50 | Service Issues [On-going Issues] |
| Our engineers have carried out work in order to resolve this issue. We are confident that all customers should now be able to connect again and will continue to monitor the situation to ensure that this is the case. If you are still having problems... | |
| Intermittent Connection Problems - New | |
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| <View the update to this post> | |
| 20th of July 2006, 19:39:06 | Service Issues [On-going Issues] |
Our engineers are currently investigating an issue with one of the Central Pipes that customers connect through to get onto the internet. They are currently working with BT in order to resolve this issue as soon as possible. Due to the number of... | |
| ERX Maintenance Tuesday 25/07/06 01:00 - 03:00 | |
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| 20th of July 2006, 15:26:52 | Announcements (Metronet) |
| As part of our recent investigation into performance issues, our hardware vendor will be performing some tests on our ERX equipment, and will then be making some minor changes depending on the outcome of the tests. During this time there is a... | |
| Email Platform Update - 4pm - 18th July | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 18th of July 2006, 15:01:00 | Service Issues [On-going Issues] |
| This is an update to the previous status posting on the current Email issues. For reference, a full copy of the previous report is available here: http://usertools.plus.net/status/archive/1153159529.htm We would advise any customers still... | |
| Customer Support Availability - Wednesday 19th July 10am - 2pm | |
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| 18th of July 2006, 14:57:59 | Announcements (Metronet) |
| Between 10am and 2pm on Wednesday 19th July we will be carrying out intensive training to improve the customer service skills of our support team. This is being done to help build up the skills of our support team to ensure that our customers... | |
| Emergency ERX Maintenance - Tuesday 18th July - 4pm to 6pm | |
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| 18th of July 2006, 14:36:29 | Announcements (BT) |
| Service Affected: - ADSL Dial Maintenance Window: - Tuesday 18th July - 4pm to 6pm Detailed description of work to be performed: - To help assist with the investigation of the problem seen on Friday our hardware suppliers need to run some... | |
| DSLMax Upgrade Programme Update - 17th July | |
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| <This post is a follow-up> | |
| 17th of July 2006, 16:02:14 | Service Issues [On-going Issues] |
| This is an update to the previous DSLMax Upgrade Programme post. A copy of this report can be found here: http://usertools.plus.net/status/archive/1152544680.htm The DSLMax Upgrade Programme remains on hold for the time being whilst we clear the... | |
| Broadband Maintenance - 01:00 - 03:00 - 19th July 2006 | |
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| 17th of July 2006, 15:54:48 | Announcements (Metronet) |
| Service Affected: - ADSL Dial Maintenance Window: - 01:00 - 03:00 - 19th July 2006 Detailed description of work to be performed: - One of wholesale broadband suppliers is performing essential maintenance work on some of their hardware.... | |
| Emergency ERX Maintenance - Monday 17th July - 1:30pm to 3pm | |
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| 17th of July 2006, 12:25:34 | Announcements (Metronet) |
| Service Affected: - ADSL Dial Maintenance Window: - Monday 17th July - 1:30pm to 3pm Detailed description of work to be performed: - To help assist with the investigation of the problem seen on Friday we need to run some debugging commands on... | |
| Planned Maintenance - Customer Support Phone System - COMPLETE | |
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| <This post is a follow-up> | |
| 15th of July 2006, 16:45:04 | Announcements (Metronet) |
| We are pleased to report that the maintenance work on our phone system detailed here: http://usertools.plus.net/status/archive/1152898425.htm has been completed successfully and the phone system is available once again. Kind Regards, Dave... | |
| Email Platform Update - 5pm - 15th July | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 15th of July 2006, 16:32:11 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous report can be found here: http://usertools.plus.net/status/archive/1152891043.htm Our support team are continuing to see a small number of reports of... | |
| Planned Maintenance - Customer Support Phone System - 10:00 to 14:00 Saturday 15th July 2006 | |
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| <View the update to this post> | |
| 14th of July 2006, 17:35:17 | Announcements (Metronet) |
| We will be performing maintenance on the telephone system that we use in the Customer Support Centre. Unfortunately, due to the nature of the work that is required, we need to take the phone system offline for the maintenance window. During this... | |
| Email Platform Update - 16:30 - 14th July | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 14th of July 2006, 15:30:45 | Service Issues [On-going Issues] |
| The next steps to recovering mail data are continuing today as planned. To maintain the resilience of the existing email data, we are moving customer's emails back to our existing storage system. This action will allow us to prepare the new larger... | |
| Email Maintenance - Thursday 13th June Ongoing From 21:00 | |
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| 13th of July 2006, 16:47:37 | Announcements (Metronet) |
| Service Affected:- Email Maintenance Window:- Ongoing From 21:00 Detailed description of work to be performed:- In order to ensure resiliency on the email platform, we will be moving mail from the new storage system back to the old... | |
| Email Platform Update - 17:30 - 13th July | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 13th of July 2006, 16:22:58 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous report can be found here: http://usertools.plus.net/status/archive/1152729429.htm Yesterday our Network Services department have posted an update to... | |
| Metronet Proxy Maintenance - 4:00am to 6:00am am Friday 14th July | |
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| 13th of July 2006, 15:12:06 | Announcements (Metronet) |
Service Affected:- MetroNet Proxy Maintenance Window:- 4:00am to 6:00am am Friday 14th July Detailed description of work to be performed:- We will be carrying out maintenance on the proxy.metronet.co.uk server which will require the server to be... | |
| Just The Name Problems (Ref 32690 & 33111) - UPDATE | |
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| <This post is a follow-up> | |
| 13th of July 2006, 08:45:20 | Service Issues [On-going Issues] |
| This is an update to the previously reported problem with JTN. A copy of this report can be found here: http://servicestatus.net/index?id=486 The issues with DNS changes have now been fully resolved. We have performed some script modifications,... | |
| Email Platform Update - 7:30pm - 12th July | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 12th of July 2006, 18:37:59 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous report can be found here: http://usertools.plus.net/status/archive/1152645419.htm Further to this report our Network Services department have posted... | |
| Planned Maintenance - Load Balancer Maintenance - Friday 14th July - 4:00am - 6:00am | |
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| 12th of July 2006, 17:25:55 | Announcements (Metronet) |
| Service Affected: - Portals and mail Maintenance Window: - Friday 14th July - 4:00am - 6:00am Detailed description of work to be performed: - We will be making some configuration changes to the load balancers in front of our mail and portal... | |
| Planned Maintenance - Core Router Maintenance - Friday 14th July - 4:00am - 6:00am | |
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| 12th of July 2006, 17:22:57 | Announcements (Metronet) |
| Service Affected: - Core Routers and IP Phone Switch Maintenance Window: - Friday 14th July - 4:00am - 6:00am Detailed description of work to be performed: - We will be carrying out some configuration changes to our IP Phone Switch so that its... | |
| ERX Maintenance - Friday 14th July - 4:00am - 6:00am | |
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| 12th of July 2006, 17:21:28 | Announcements (Metronet) |
| Service Affected: - ADSL Dial Maintenance Window: - Friday 14th July - 4:00am - 6:00am Detailed description of work to be performed: - We are upgrading the code on one of our ERX routers. This upgrade will fix a number of known bugs and will... | |
| Email Platform 8pm Update - (Recovery of missing email) | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 11th of July 2006, 19:23:26 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous report can be found here: http://usertools.plus.net/status/archive/1152630901.htm This post is referring to the recovery of the missing email, a... | |
| Email Platform 7pm Update - (Email Collection) | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 11th of July 2006, 19:03:39 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous report can be found here: http://usertools.plus.net/status/archive/1152630901.htm Detailed information regarding the problem can be found... | |
| Email Platform Update - 4pm | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 11th of July 2006, 15:20:29 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous report can be found here: http://usertools.plus.net/status/archive/1152609908.htm Detailed information regarding the problem can be found... | |
| Email Platform Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 11th of July 2006, 15:08:00 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous report can be found here: http://usertools.plus.net/status/archive/1152568381.htm Detailed information regarding the problem can be found here:... | |
| Just The Name Problems (Ref 32690 & 33111) - UPDATE | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 11th of July 2006, 15:06:53 | Service Issues [On-going Issues] |
| This is an update to the previously reported problem with JTN. A copy of this report can be found here: http://servicestatus.net/index?id=486 We have now resolved the problem customers were seeing with mails forwarded to JTN being delayed. Our... | |
| Email Platform Update - 6pm | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 10th of July 2006, 17:48:46 | Service Issues [On-going Issues] |
| This is an update to the previous post regarding the problems with email. A copy of the previous detailed report can be found here: http://usertools.plus.net/status/archive/1152542363.htm We would like to provide an update regarding the problems... | |
| DSLMax Upgrade Programme Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 10th of July 2006, 15:22:41 | Service Issues [On-going Issues] |
| This is an update to the previous DSLMax Upgrade Programme post. A copy of this report can be found here: http://usertools.plus.net/status/archive/1151939246.htm Following on from this update the DSLMax Upgrade Programme remains on hold for the... | |
| Current Email Service Issues - 3PM Update (Detailed). | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 10th of July 2006, 14:52:57 | Service Issues [On-going Issues] |
| This update relates to customers who are currently unable to collect their email or are finding that mail previously stored on our server is now unavailable to them. We are working on this matter as a top priority, and the information below... | |
| Email Issues- Update | |
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| <This post is a follow-up> | |
| 10th of July 2006, 13:05:40 | Service Issues [On-going Issues] |
| Email Platform Update - 1PM A full and detailed update on todays email problems is due to be posted shortly. There is a fairly large amount of information to communicate in relation to this and it is important to us that we make sure this is as... | |
| Email Issues- Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 10th of July 2006, 10:19:04 | Service Issues [On-going Issues] |
| We are in the process of producing a detailed update for all customers on the current status of our email platform and the background of this situation. We are making progress this morning in restoring the ability for customers to access their... | |
| Email Issues- Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 10th of July 2006, 08:54:42 | Service Issues [On-going Issues] |
| Our engineers have worked through the night on the ongoing email collection problems that customers are currently experiencing. At this time, around half of all PlusNet residential customers and most residential users of our other ISPs (Force9,... | |
| Email Issues- Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 09th of July 2006, 19:38:48 | Service Issues [On-going Issues] |
| Our network engineers are still investigating the restoration of historical data on the email platform. We do not currently have any further information but we are expecting updates from our network engineers at 10pm. Further details will be... | |
| Email Issues- Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 09th of July 2006, 18:17:25 | Service Issues [On-going Issues] |
| Our network engineers have confirmed that the problem with email authentication has now been resolved. All our customers should now be able to connect to email services and collect any new email sent since the outage earlier this morning. We... | |
| Email Issues- Update | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 09th of July 2006, 16:00:11 | Service Issues [Services Down] |
Our engineers are continuing to work to resolve the current email issues. We expect the underlying cause of the authentication issues to be resolved by 18:00, although it will take approximately 4 hours from then for all users to be able to... | |
| Email Issues- Update | |
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| <View the update to this post> | |
| 09th of July 2006, 12:30:36 | Service Issues [Services Down] |
This is an update to the recently reported mail issues, affecting both collection of new mail and mail stored on our servers. Because of this issue we are receiving many phone calls and questions from customers. Please wait for updates to Service... | |
| Metronet Hosted Domains (Ref 33440) - RESOLVED | |
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| <This post is a follow-up> | |
| 06th of July 2006, 16:52:39 | Service Issues [All OK] |
| We are pleased to report that yesterday's maintenance work was successful and all affected sites are now loading correctly. We have been testing performance over the last 24 hours and are confident that the problem has now been resolved. Please... | |
| Just The Name Problems (Ref 32690 & 33111) - UPDATE | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 06th of July 2006, 16:51:36 | Service Issues [On-going Issues] |
| This is an update to the previously reported problem with JTN. A copy of this report can be found here: http://servicestatus.net/index?id=478 We are continuing to work on three problems that are affecting JTN. Progress has been made to identify... | |
| Webmail Unavailable (Ref 33433) - UPDATE | |
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| <This post is a follow-up> | |
| 06th of July 2006, 16:17:18 | Service Issues [On-going Issues] |
| We believe that the previously reported problem with webmail has now been resolved and our own testing is showing that it is working OK, although loading times of pages seems to be a little slower than normal. We will continue to monitor the... | |
| Incoming mail issues (Ref 33432) - UPDATE | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 04th of July 2006, 18:14:46 | Service Issues [On-going Issues] |
| We have identified the cause of the problem affecting incoming mail on mail.metronet.co.uk and believe that the majority of customers' mailboxes should now be working correctly. We are running a complete check of every customer mailbox to ensure... | |
| Metronet Hosted Domains (Ref 33440) - Emergency Maintenance | |
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| <This post is a follow-up> | |
| <View the update to this post> | |
| 04th of July 2006, 17:46:00 | Service Issues [Services Down] |
| Service Affected: - Hosted Metronet Domains Maintenance Window: - 1pm to 4pm - 5th July 2006 Detailed description of work to be performed: - In order to resolve the problem with some hosted Metronet sites not loading we need to replace some of... | |
| Incoming mail issues | |
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| <View the update to this post> | |
| 04th of July 2006, 16:51:55 | Service Issues [On-going Issues] |
| We are currently investigating issues with incoming mail on mail.metronet.co.uk. Affected customers may receive error messages when trying to receive mail via an email client such as Outlook Express. Some customers may also be unable to connect... | |
| Metronet Hosted Domains (Ref 33440) - NEW | |
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| <View the update to this post> | |
| 04th of July 2006, 14:07:24 | Service Issues [Services Down] |
| We are currently investigating a problem with the websites of some hosted Metronet domains where the pages are unavailable. We will post a further update when more information is available. Kind Regards, Dave Tomlinson Customer Support | |
| DSLMax Upgrade Programme Update | |
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| <View the update to this post> | |
| 03rd of July 2006, 15:52:59 | Service Issues [On-going Issues] |
| We would like to provide an update and some useful information regarding our DSLMax upgrade programme. Recently we made the difficult decision to temporarily suspend all upgrades to Max. Significant numbers of our customers have seen connection... | |
| Update on Customer Support Improvement Plan | |
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| 03rd of July 2006, 15:45:00 | Announcements (Metronet) |
| During the last week we have made good progress with the Customer Support Improvement plan. We are now well and truly embarked on the journey of overhauling our Customer Support Centre. In this post there are updates on progress with all of the... | |
| Just The Name Problems (Ref 32690 & 33111) - NEW | |
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| <View the update to this post> | |
| 03rd of July 2006, 15:40:57 | Service Issues [On-going Issues] |
| We are currently investigating three problems with JTN. 1. Changes to DNS records aren't currently updating on our system. This will affect all new A, CNAME and MX records. Existing records are unaffected as such we would advise customers to not... | |
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