http://www.plus.net/supportpages.html?a=2 RSS Feed of PlusNet Service Status Postings 2009-07-03T20:35+01:00 status@servicestatus.plus.com status@servicestatus.plus.com http://usertools.plus.net/status/archive/1246649642.htm
We're pleased to report that everything is up and running again now. The problem was the result of a major service outage in the Sheffield area that affected one of our telephony suppliers.

Sorry if this caused you any problems.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-07-03T20:34:02+01:00 Other PN-1246649642 http://usertools.plus.net/status/archive/1246649113.htm
The Wimbledon semi-final this afternoon between Murray and Roddick saw a record volume of BBC streaming traffic on the network. Just before 4.00pm we also experienced a problem with one of our central pipes that caused everybody connected to one of our gateways (ptn-ag2) to be disconnected from the network. Whilst these two incidents were unrelated, the pipe drop happened at a very unfortunate time and may have compounded any performance problems even further.

Streaming traffic has now returned to normal levels so we're returning network capacity status to 'Green'.

The central pipe that we momentarily lost is also now accepting sessions again.

Please accept our apologies for the inconvenience.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-07-03T20:25:13+01:00 Broadband Network Capacity PN-1246649113 http://usertools.plus.net/status/archive/1246641924.htm
Calls to our support may be resulting in a dial tone, or may just be cut off all together. We're investigating this now and will provide further updates as they become available.

Please accept our sincerest apologies for any inconvenience this is causing.

For reference the ticketing system is working as normal and support tickets are unaffected.

Kind Regards,

Jake Sutherland
Customer Support]]> 2009-07-03T18:25:24+01:00 Other PN-1246641924 http://usertools.plus.net/status/archive/1246633841.htm
In response to the large amounts of iPlayer traffic we're seeing on the network at the moment due to the tennis, we are setting the network capacity to 'Amber'.

We've seen record amounts of iPlayer traffic today and this may be causing other Internet activities to run slower than normal.

It's anticipated that we'll be able to get back to normal operation once the tennis has finished this evening.

You can see more information about how we manage our network under abnormal load here - http://www.plus.net/support/broadband/quality_broadband/load.shtml

Kind Regards,

Chris Parr
Customer Support]]> 2009-07-03T16:10:41+01:00 Broadband Network Capacity PN-1246633841 http://usertools.plus.net/status/archive/1246625068.htm Monday morning.

What does it affect?
Broadband traffic prioritisation.

How long will it take?
About half an hour.

What does the work involve?
We will be refining the traffic management signatures that we use to identify BBC iPlayer traffic. This is being done to ensure that the BBC's streaming service continues to receive a high priority on our network.

Is it likely to cause problems?
No, it shouldn't do.

Is there anything else I need to know?
If we encounter high load on our traffic management switches following the changes then we may need to reload them. If this causes problems we will post another announcement nearer the time.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-07-03T13:44:28+01:00 ADSL Dial PN-1246625068 http://usertools.plus.net/status/archive/1246480176.htm Tomorrow morning.

What does it affect?
Broadband traffic prioritisation.

How long will it take?
About half an hour.

What does the work involve?
We will be introducing some new traffic management signatures to help correct a handful of recently identified problems where traffic from certain applications is not being classified correctly. We will also be updating the signatures for a few online games and removing some of the older signatures that are no longer required.

Is it likely to cause problems?
On the contrary, it should make things better.

Is there anything else I need to know?
If we encounter high load on our traffic management switches following the changes then we may need to reload them. If this causes problems we will post another announcement nearer the time.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-07-01T21:29:36+01:00 ADSL Dial PN-1246480176 http://usertools.plus.net/status/archive/1246462874.htm Tomorrow morning.

What does it affect?
The Plusnet Website.

How long will it take?
Up to two hours.

What does the work involve?
We're making some improvements to our signup journey.

Is it likely to cause problems?
No. Whilst we will be making changes to signup, there won't be any holding pages and you shouldn't notice anything at all.

Is there anything else I need to know?
No.

Kind Regards,

James Bailey
Customer Support]]> 2009-07-01T16:41:14+01:00 Portal PN-1246462874 http://usertools.plus.net/status/archive/1246452527.htm Tomorrow morning.

What does it affect?
Broadband Connectivity.

How long will it take?
Up to an hour.

What does the work involve?
We will be briefly disconnecting a number of broadband customers from the Internet. This is being done to balance the network following the recent increase in Broadband capacity.

Is it likely to cause problems?
Some broadband customers will be briefly disconnected from the Internet. These customers will be able to reconnect immediately.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to switch off their modem or router for 30 minutes before powering it back up and attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-07-01T13:48:47+01:00 ADSL Dial PN-1246452527 http://usertools.plus.net/status/archive/1246352793.htm
We've activated this extra capacity in line with the current budget and our projected growth in customer numbers.

When new capacity is added to the network, it takes time for the network to balance and for a representative proportion of the customer base to connect to the new segment. In order to speed up this process we might need to briefly disconnect some broadband customers from the Internet. If we decide to do this then we'll announce further details as a planned maintenance notice nearer the time.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-30T10:06:33+01:00 ADSL Dial PN-1246352793 http://usertools.plus.net/status/archive/1246290186.htm
We've received an update from our suppliers that the service outage has now been cleared. You should now be able to contact our support centre as normal.

Sorry about any inconvenience this caused.

Kind Regards,

Chris Parr]]> 2009-06-29T16:43:06+01:00 Other PN-1246290186 http://usertools.plus.net/status/archive/1246277955.htm
Calls to this number may be resulting in a dial tone, or may just be cut off all together. This is due to a service outage at our suppliers.

We'll provide further updates at they are available.

Kind Regards,

Chris Parr]]> 2009-06-29T13:19:15+01:00 Other PN-1246277955 http://usertools.plus.net/status/archive/1245941209.htm Early Monday morning.

What does it affect?
Routing of traffic across our network.

How long will it take?
Up to an hour.

What does the work involve?
Changing the configuration of some of our core routers/firewalls to allow for future expansion of the network.

Is it likely to cause problems?
No customer impact is expected.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-25T15:46:49+01:00 Services PN-1245941209 http://usertools.plus.net/status/archive/1245922636.htm This morning.

What does it affect?
Network routing.

How long will it take?
Up to an hour.

What does the work involve?
We've recently identified a problem with the routing on our network that needs to be fixed.

Is it likely to cause problems?
No it shouldn't do. There may be a small blip in connectivity to some of our services however even if this does happen it's likely to go unnoticed.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-25T10:37:16+01:00 ADSL Dial PN-1245922636 http://usertools.plus.net/status/archive/1245868823.htm Tonight.

What does it affect?
Broadband Connectivity.

How long will it take?
Up to an hour.

What does the work involve?
We will be undertaking a period of load balancing which will involve briefly disconnecting a number of broadband customers from the Internet. This is being done to balance the network following the recent problems that we've experienced with one of our edge routers (pcl-ag03). These problems have been causing performance issues for some broadband customers during peak times.

Is it likely to cause problems?
Some broadband customers will be briefly disconnected from the Internet at some point during the maintenance window. These customers will be able to reconnect immediately.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to switch off their equipment for 30 minutes before attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-24T19:40:23+01:00 ADSL Dial PN-1245868823 http://usertools.plus.net/status/archive/1245859353.htm
On Monday we took the decision to switch to a Plan B network configuration. This was in response to a problem we experienced last weekend that left us with less network capacity when compared to what would would normally be available. We have also seen record volumes of streaming traffic over recent weeks due to current media events.

The problem from the weekend has now been resolved and we're seeing network conditions return to normal. We may need to perform some more balancing later on this evening and will announce further details nearer the time if we consider this to be necessary.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-24T17:02:33+01:00 Broadband Network Capacity PN-1245859353 http://usertools.plus.net/status/archive/1245854403.htm Tomorrow morning.

What does it affect?
The Plusnet Website.

How long will it take?
Up to three hours.

What does the work involve?
We're making some backend changes to make it easier for us to launch special offers in future.

Is it likely to cause problems?
No. Whilst we will be making backend changes, there won't be any holding pages and you shouldn't notice anything at all.

Is there anything else I need to know?
No.

Kind Regards,

James Bailey
Customer Support]]> 2009-06-24T15:40:03+01:00 Portal PN-1245854403 http://usertools.plus.net/status/archive/1245771684.htm Broadband Connectivity.

How long will it take?
Up to an hour.

What does the work involve?
We will be undertaking a period of load balancing which will involve briefly disconnecting a number of broadband customers from the Internet. This is being done to balance the network following the recent problems that we've experienced with one of our edge routers (pcl-ag03). These problems have been causing performance issues for some broadband customers during peak times.

Is it likely to cause problems?
Some broadband customers will be briefly disconnected from the Internet at some point during the maintenance window. These customers will be able to reconnect immediately.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to switch off their equipment for 30 minutes before attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-23T16:41:24+01:00 ADSL Dial PN-1245771684 http://usertools.plus.net/status/archive/1245760724.htm This afternoon.

What does it affect?
Broadband connectivity.

How long will it take?
About an hour.

What does the work involve?
We will be making a configuration change to the pcl-ag03 gateway to resolve a problem we encountered on Saturday that is preventing customers from connecting to this router.

Is it likely to cause problems?
If you are connected to the pcl-ag03 gateway then there is a possibility that you will be disconnected from the Internet. If this does happen then you should be able to reconnect almost immediately.

Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to switch off their modem or router for 20 minutes before powering it back up and attempting to reconnect.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-23T13:38:44+01:00 ADSL Dial PN-1245760724 http://usertools.plus.net/status/archive/1245687396.htm
In response to a problem we experienced over the weekend with one of our broadband gateways, we have taken the decision to switch to Plan B (high demand operation).

In addition to today's problems, we also anticipate that there will be an increase in overall traffic across the network due to a number of up-and-coming events. Yesterday we saw the highest ever iPlayer traffic across our network, and Wimbledon also started today.

You can see more information about how we manage our network under abnormal load here - http://www.plus.net/support/broadband/quality_broadband/load.shtml

Kind Regards,

Chris Parr
Customer Support]]> 2009-06-22T17:16:36+01:00 Broadband Network Capacity PN-1245687396 http://usertools.plus.net/status/archive/1245668023.htm Tomorrow morning.

What does it affect?
Broadband traffic prioritisation.

How long will it take?
No longer than an hour.

What does the work involve?
We will be making some configuration changes to our traffic management platform to facilitate the development of an up and coming project.

Is it likely to cause problems?
No, it shouldn't do.

Is there anything else I need to know?
If we encounter high load on our traffic management switches following the changes then we may need to reload them. If this causes problems we will post another announcement nearer the time.

Kind Regards,

Bob Pullen
Customer Support]]> 2009-06-22T11:53:43+01:00 ADSL Dial PN-1245668023