http://www.plus.net/supportpages.html?a=2 RSS Feed of PlusNet Service Status Postings 2008-07-23T17:25+01:00 status@servicestatus.plus.com status@servicestatus.plus.com http://usertools.plus.net/status/archive/1216830162.htm Thursday 24th July 10:00am-12:00pm.

Service Affected:-
Internal systems

Duration of expected customer impact:-
No customer impact is expected.

Detailed description of work to be performed:-
We are performing some back end work on our internal systems

Expected customer impact:-
No customer impact is expected.

Other Notes:-
None.

Kind Regards,

James Bailey
Customer Support]]> 2008-07-23T17:22:42+01:00 Other PN-1216830162 http://usertools.plus.net/status/archive/1216814543.htm Wednesday 23rd July 1.00pm-1.30pm.

Service Affected:-
Website and internal systems.

Duration of expected customer impact:-
Up to 5 minutes.

Detailed description of work to be performed:-
Due to a recently identified core database issue we need to restart this service. During this maintenance our website and internal systems will be unavailable.

Expected customer impact:-
Our website will be unavailable and CSC staff will not have access to account details for around 5 minutes.

Other Notes:-
None.

Kind Regards,

Chris Parr
Customer Support]]> 2008-07-23T13:02:23+01:00 Portal PN-1216814543 http://usertools.plus.net/status/archive/1216751639.htm
Our developers have identified the cause of the problem and a fix has been implemented to ensure all newly raised faults are being processed as normal.

Some faults that have been raised today may still be stuck in the system however we are working at fixing these occurrences as quickly as we can.

Please accept our apologies for the inconvenience.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-22T19:33:59+01:00 Portal PN-1216751639 http://usertools.plus.net/status/archive/1216730150.htm
Reported faults are not being correctly handled by our system which is leading to delays when responding to broadband faults that have been reported to us.

Our development team are working to resolve the problem and further details will be provided as they become available.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-22T13:35:50+01:00 Portal PN-1216730150 http://usertools.plus.net/status/archive/1216653870.htm Tuesday 22nd July 4:00am-6:00am

Service Affected:-
Broadband Connectivity.

Duration of expected customer impact:-
Approximately 5 minutes.

Detailed description of work to be performed:-
In order to facilitate the development of a future project, we need to make a configuration change to one of our core routers.

Expected customer impact:-
A small number of broadband customers will be disconnected from the Internet at some point during the maintenance window. These customers should be able to reconnect immediately.

Other Details:-
Any customers having problems connecting once the maintenance is complete are advised to power down their equipment for 20 minutes before attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-21T16:24:30+01:00 ADSL Dial PN-1216653870 http://usertools.plus.net/status/archive/1216649236.htm http://usertools.plus.net/status/archive/1216206258.htm

We are now confident that our call processing is working as we would expect it to be. This means that new calls should be visible within 4 hours and these calls should then be shown as confirmed calls 24 hours later.

Some of our customers may notice that they have some duplicated unconfirmed calls showing up; these are unlikely to be removed but will have no impact on their service or in their monthly invoices.

We will provide a further update at the end of this week.

Many thanks for all of your patience regarding this matter.

Kind Regards,

James Bailey
Customer Support]]> 2008-07-21T15:07:16+01:00 Home Phone PN-1216649236 http://usertools.plus.net/status/archive/1216644425.htm 22nd and 24th July 2.00am-3.00am.

Service Affected:-
DNS Resolution

Duration of expected customer impact:-
There should be no customer impact.

Detailed description of work to be performed:-
We are upgrading the DNS software on our Authoritative DNS servers. This will mean that we are running on reduced resiliency during the upgrade.
http://en.wikipedia.org/wiki/Authoritative_name_server#Authoritative_name_server

Expected customer impact:-
There should be no customer impact, however we will be running on reduced DNS capacity while this work is performed.

Other Details:-
N/A

Kind Regards,

Chris Parr
Customer Support]]> 2008-07-21T13:47:05+01:00 Internet Connectivity PN-1216644425 http://usertools.plus.net/status/archive/1216631580.htm Tuesday 22nd July 4:00am-6:00am.

Service Affected:-
Sheffield-based services including Signup and Faults.

Duration of expected customer impact:-
No customer impact is expected.

Detailed description of work to be performed:-
We will be making some database configuration changes to improve resiliency and prevent possible replication errors.
http://en.wikipedia.org/wiki/Replication_(computer_science)

Expected customer impact:-
No customer impact is expected.

Other Notes:-
None.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-07-21T10:13:00+01:00 Other PN-1216631580 http://usertools.plus.net/status/archive/1216395570.htm Tuesday 22nd July 6:00am-7:00am.

Service Affected:-
Sheffield-based services and internal systems.

Duration of expected customer impact:-
Negligible impact is expected.

Detailed description of work to be performed:-
We will be upgrading the firmware on some of our load balancing equipment to solve a recently identified problem.
http://en.wikipedia.org/wiki/Load_balancing_(computing)

Expected customer impact:-
There will be a very short outage to Sheffield-based services including (but not limited to) FTP, access to the Homepages servers, Email, Portal Services, Frontpage and access to the Community Site and Usergroup portals.

Other Notes:-
None.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-18T16:39:30+01:00 Other PN-1216395570 http://usertools.plus.net/status/archive/1216371870.htm Sunday 20th July 4:00am-5:00am.

Service Affected:-
Transit & Peering.

Duration of expected customer impact:-
Approximately 15 minutes.

Detailed description of work to be performed:-
One of our transit providers (Cogent) will be carrying out a period of scheduled maintenance aimed at improving the quality of their network.

Expected customer impact:-
Some Internet traffic will be re-routed during the maintenance window. The effects of this should be largely transparent. Customers may notice a very brief interruption to their browsing/Internet activities but any interruption should last no longer than 15 minutes.

Other Notes:-
None.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-18T10:04:30+01:00 Internet Connectivity PN-1216371870 http://usertools.plus.net/status/archive/1216206258.htm http://usertools.plus.net/status/archive/1216113320.htm

All call processing has now completed and call data up to and including the 14th July should now be viewable via your Member Centre.

We will also be rolling the previously mentioned code that will allow call data to be presented more quickly. We expect this work to complete tomorrow.

A further update will be posted when this rollout is complete.

Apologies for the continued delay and many thanks for your patience in this matter.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-07-16T12:04:18+01:00 Home Phone PN-1216206258 http://usertools.plus.net/status/archive/1216139530.htm Tuesday 15th July 10:00pm-00:00am

Service Affected:-
Broadband Phone.

Duration of expected customer impact:-
Around 5 minutes.

Detailed description of work to be performed:-
Our VoIP supplier will be updating the software on their platform in order to resolve a known audio setup delay issue affecting some types of VoIP phone. We do not anticipate any significant down time for the change to the services. All active calls will be dropped and VoIP calls will be unavailable for a couple of minutes. If this patch proves effective, it will be applied to all servers. Further upgrades will be announced as necessary.

Expected customer impact:-
Calls may drop and it may take a few minutes before normal service is resumed.

Other Notes:-
N/A

Kind Regards,

Matt Taylor
Customer Support]]> 2008-07-15T17:32:10+01:00 Broadband Phone PN-1216139530 http://usertools.plus.net/status/archive/1216113320.htm http://usertools.plus.net/status/archive/1216032654.htm

In yesterday's update, we said that we expected the calls from July 8-12th to be showing up on our customers accounts as confirmed calls by the end of yesterday. Unfortunately, this didn't happen, but we expect this to be done by mid-afternoon today. This may also mop up some missing calls from the week leading up to this period.

The other work that we discussed - to allow new calls to be presented more quickly, has been tested successfully on our Gamma platform. We hope this will be rolled to our Live platform later on today and will then take about a day to catch up. We expect this to complete by roughly lunchtime tomorrow.

We'll post a further update tomorrow.

Thank you for your continued patience in this matter.

Kind Regards,

James Bailey
Customer Support]]> 2008-07-15T10:15:20+01:00 Home Phone PN-1216113320 http://usertools.plus.net/status/archive/1216039361.htm Tuesday 15th July 0.30am-6.00am.

Service Affected:-
Website and internal systems.

Duration of expected customer impact:-
There is no expected customer impact.

Detailed description of work to be performed:-
We are making some configuration changes and alterations to our internal systems and portals. There will be no change to the way you use the service following this maintenance.

Expected customer impact:-
There is no expected customer impact.

Other Notes:-
None.

Kind Regards,

Chris Parr
Customer Support]]> 2008-07-14T13:42:41+01:00 Portal PN-1216039361 http://usertools.plus.net/status/archive/1216036056.htm http://usertools.plus.net/status/archive/1216020094.htm

Our network engineers have identified the cause of the delivery failures and the problem is now resolved. Emails sent whilst the problem was evident will have been queued. No emails have been lost and all faxes that were sent should now have been delivered to customers' mailboxes.

Please accept our apologies for the inconvenience.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-14T12:47:36+01:00 Email PN-1216036056 http://usertools.plus.net/status/archive/1216032654.htm http://usertools.plus.net/status/archive/1215793786.htm

We have continued to make good progress in improving the speed at which we process the confirmed calls data for our Home Phone customers. Currently, all call data should be correct upto July 8th and we expect this to be correct for upto July 12th by the close of business today.

We will then begin to improve the speeds at which calls are presented to our customers and this work is expected to be completed by close of play on Tuesday. From Wednesday, all calls should be displaying within a timely manner and these calls should subsequently be displayed as confirmed calls within 24 hours. This is because we receive the confirmed call data the day after the call has been made.

Thank you for your continued patience and please accept our apologies for any inconveniences caused.

Kind Regards,

James Bailey
Customer Support]]> 2008-07-14T11:50:54+01:00 Home Phone PN-1216032654 http://usertools.plus.net/status/archive/1216020094.htm
Faxes sent to customers' 0870 numbers may not be arriving in their mailboxes.

Our engineers are aware of the problem and further details will be provided as they become available. Please accept our apologies for the inconvenience.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-14T08:21:34+01:00 Email PN-1216020094 http://usertools.plus.net/status/archive/1215793786.htm http://usertools.plus.net/status/archive/1215780543.htm

The database configuration changes made earlier have passed testing and are now live.

Call processing has now been switched back on for all customers, and is now processing the backlog of data.

We will continue to investigate further improvements to be made next week.

Kind Regards
Mand Beckett
Customer Support]]> 2008-07-11T17:29:46+01:00 Home Phone PN-1215793786 http://usertools.plus.net/status/archive/1215782921.htm http://usertools.plus.net/status/archive/1215759559.htm

Our network engineers have identified the cause of the problem and a fix has been applied. Customers should now be able to view their messages as normal.

Please accept our apologies for the inconvenience.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-07-11T14:28:41+01:00 Email PN-1215782921 http://usertools.plus.net/status/archive/1215780543.htm http://usertools.plus.net/status/archive/1215704520.htm

The archiving work identified in the previous update to this issue has now completed, and testing shows that the improvement in call processing speeds is significant.

We have now made some database configuration changes, which will further improve this process. These changes are currently in a testing stage, and will be rolled live later today if this testing is successful.

We will provide a further update to this issue as soon as these changes have completed.

We'd like to thank you for your continued patience, and apologise for any inconvenience caused.

Kind Regards
Mand Beckett
Customer Support]]> 2008-07-11T13:49:03+01:00 Home Phone PN-1215780543