Bart
Member
Registered: 19th Aug 02
Location: Midsomer Norton, Bristol Avon
User status: Offline
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Customer Support Phone System - New
Our engineers are currently investigating an issue with the telephone system that means customers are unable to contact the support centre. Customers will hear the line continue to ring, rather than the call being answered by our phone system.
We will provide a further update on this as soon as more information is available, and we would advise customers to utilise the online support material where possible.
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Connectivity problems (ref 34669) - NEW
We are currently investigating a problem with connectivity to some of our London services at Telehouse. This may be causing problems with broadband connectivity along with access to servers such as email and usenet.
We will post a further update here when we have more definitive information on the problem and its impact.
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Customer Support Phone System (Ref 34669) - Update
Our engineers are currently still investigating the issue with our telephone system. This is currently believed to be down to a power issue effecting equipment located in one of our London Data centres, an issue that may not just be isolated to our equipment.
Further information will be provided as it becomes available, and we hope to restore access to the telephone system as soon as possible.
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onnectivity problems (ref 34669) - Update
Our engineers are currently working on an issue effecting several of our services located in London. This is believed to be due to a power issue that may be effecting other companies, rather than just ourselves.
This data centre is used to house part of our ADSL platform, meaning that a large number of customers may currently be without internet access and will have problems when they attempt to reconnect.
There are also issues with the mysql, ccgi, and two of the caching DNS servers that are used to perform DSN lookups by customers. Part of the email platform is also located here, which means that some customers might experience problems when attempting to send email or access the webmail platform.
This also means that our telephone support line is unavailable, and customers attempting to contact us via phone will hear it continue to ring rather than being answered by the phone system.
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Network Issues
We are currently investigating what looks like a power outage in Tele House North which is affecting a number of services. We currently believe these services are:
Broadband connectivity
Webmail
CGI
MYSQL
Some mail Relays
The Phone System
These services are run across several servers and locations so not all customers will be affected however some customers will see slow down or loss of connectivity, please do not raise tickets on these issues as we will have them resolved as soon as possible.
All updates are available from our service status tool.
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