http://www.plus.net/supportpages.html?a=2 RSS Feed of PlusNet Service Status Postings 2008-08-27T16:20+01:00 status@servicestatus.plus.com status@servicestatus.plus.com http://usertools.plus.net/status/archive/1219850294.htm http://usertools.plus.net/status/archive/1219306893.htm

Since the closing ceremony of the Olympics, we've seen a massive reduction in the amount of iPlayer usage. Whereas we were previously seeing peaks of about 900Mbps+, this has now dropped to approximately 300Mbps, meaning that our customers should continue to see good speeds throughout the day.

Thanks for your patience during this busy time.

Kind regards,

James Bailey
Customer Support]]> 2008-08-27T16:18:14+01:00 Broadband Network Capacity PN-1219850294 http://usertools.plus.net/status/archive/1219844334.htm
Akamai have begun routing our traffic via an alternative path and we now believe the problem to be resolved.

The discrepancy with our internal monitoring was a knock on affect of these routing changes and we're currently working on getting that fixed.

We would like to apologise to any customers who were inconvenienced by these issues.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-27T14:38:54+01:00 Internet Connectivity PN-1219844334 http://usertools.plus.net/status/archive/1219825349.htm
We have received a number of reports from customers that the problem now appears to be resolved. Despite this we're continuing to see unusual discrepancies with our internal monitoring that suggests that there may still be a problem.

We're continuing to monitor the situation and are awaiting a response from Akamai. Since the last posting we made, it has transpired that there are other Internet providers experiencing similar problems so we're fairly confident the issue resides outside of our network.

Apologies for the inconvenience this issue has caused. We'll provide a further update as soon as we have more information.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-27T09:22:29+01:00 Internet Connectivity PN-1219825349 http://usertools.plus.net/status/archive/1219823784.htm This morning at 10am.

What does it affect?
Domains previously hosted with us.

How long will it take?
About an hour.

What does the work involve?
We are updating a script to remove zone files for domains that are no longer hosted with us.

Is it likely to cause problems?
No, this script will only remove the zone files for domains that are no longer with us.

Is there anything else I need to know?
No.


Kind Regards,

Chris Parr]]> 2008-08-27T08:56:24+01:00 Other PN-1219823784 http://usertools.plus.net/status/archive/1219768432.htm
Our network engineers are continuing to investigate these reports. We have established that the problem appears to be affecting traffic destined for or originating from the content provider 'Akamai' - http://www.akamai.com/html/about/index.html

This will affect access to a large number of websites and may also lead to problems downloading software updates or using other Internet applications.

We would like to apologise for these disruptions and will provide further details as soon as they become available.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-26T17:33:52+01:00 Internet Connectivity PN-1219768432 http://usertools.plus.net/status/archive/1219750551.htm
www.itv.com
www.myspace.com
www.ebay.com
www.facebook.com
www.amazon.com
www.adobe.com
www.apple.com
www.microsoft.com

Our network engineers are currently investigating and further details will be posted as they become available.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-26T12:35:51+01:00 Internet Connectivity PN-1219750551 http://usertools.plus.net/status/archive/1219406374.htm http://snipurl.com/3iqnf

We have seen no more examples of this problem and we now believe the issue to be resolved. We had a problem with one of our storage platforms around the time that customers were reporting issues, and we think that this may have been the underlying cause.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-22T12:59:34+01:00 Email PN-1219406374 http://usertools.plus.net/status/archive/1219306893.htm http://usertools.plus.net/status/archive/1219076689.htm

We've continued to see unprecented levels of traffic from our customers who are using BBCs iPlayer to watch the Olympic Games online. Here's some figures:

On Tuesday, we peaked at just over 950Mbps of iPlayer traffic. Yesterday, we think that about 2,300 of our customers tuned in to watch Usain Bolt set a new record in the 200m final, hitting a peak of 934Mbps.

We're expecting to see another busy day with the Men's Triple Jump final in the early afternoon, which may cause some of our customers to see slower speeds around this time.

We'll have another update later on this week.

Kind Regards,

James Bailey
Customer Support]]> 2008-08-21T09:21:33+01:00 Broadband Network Capacity PN-1219306893 http://usertools.plus.net/status/archive/1219302023.htm
When selecting a message for viewing a blank screen or page cannot be displayed error is displayed.

Our network engineers are aware of the problem and are working towards resolution.

Further details will be provided as they become available.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-21T08:00:23+01:00 Email PN-1219302023 http://usertools.plus.net/status/archive/1219155184.htm Wednesday 20th August 00:00am-07:00am

Service Affected:-
Faults, portal and member centre access.

Duration of expected customer impact:-
Approximately one hour.

Detailed description of work to be performed:-
We are upgrading the version of Java on our workplace systems. This is the notice for the first half of the work (we are upgrading the four servers in two groups of two, the remaining upgrade will be done next week).

Expected customer impact:-
The portal will be inaccessible between the hours of 4am - 5am when holding pages will be in place. Otherwise no customer impact is expected.

Other Notes:-
None.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-08-19T15:13:04+01:00 Portal PN-1219155184 http://usertools.plus.net/status/archive/1219076689.htm
This has had an impact on the speeds that some of our customers have been seeing, especially during the late mornings and early evenings.

We're also looking at adding extra capacity to cater for this.

We'll review this again over the coming days and make changes where required to make sure that our customers are getting the best possible speeds from their connections with us.

Kind Regards,

James Bailey
Customer Support]]> 2008-08-18T17:24:49+01:00 Broadband Network Capacity PN-1219076689 http://usertools.plus.net/status/archive/1218644330.htm
It's expected that during the connection move you may see lower than normal speeds, these may also continue once the exchange migration has completed. This is because you may be further from the new exchange than you were from the old one and therefore not able to get as good a connection.

The migration of accounts over to the Fulham exchange will start on Thursday 14th August and is expected to complete no later than the 31st December.

If you do encounter severe connection problems during or after the migration please contact our faults team as normal.

Please accept our apologies for any inconvenience this may cause.

Kind Regards,

Chris Parr
Customer Support]]> 2008-08-13T17:18:50+01:00 ADSL Dial PN-1218644330 http://usertools.plus.net/status/archive/1218543398.htm Thursday morning, 14th August at 2:30am.

What does it affect?
The Automated Faults Checker.
Account signup.
FTP access to the Homepages servers.

How long will it take?
About three and a half hours.

What does the work involve?
We will be moving our FTP servers to new load balancers - http://snipurl.com/3f99n.
We will be making some configuration changes to our faults automation and signup engines.
We will be making a server configuration change to facilitate an up-and-coming project that is currently in development.

Is it likely to cause problems?
Customers will be unable to FTP to their webspace during the maintenance window. Signup and the Automated Faults Checker should continue to function as normal, however these too could be affected should anything unexpected happen.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-12T13:16:38+01:00 Other PN-1218543398 http://usertools.plus.net/status/archive/1218539796.htm http://snipurl.com/3f84v

We're pleased to report that BT's systems are now fully operational again and we're able to progress orders as usual.

We're sorry for any troubles this temporary outage may have caused you.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-12T12:16:36+01:00 Services PN-1218539796 http://usertools.plus.net/status/archive/1218471265.htm
You should now be able to browse as normal around the site without significant slowdowns.

Sorry for any problems this may have caused.


Kind Regards,

Chris Parr
Customer Support]]> 2008-08-11T17:14:25+01:00 Other PN-1218471265 http://usertools.plus.net/status/archive/1218469680.htm Tomorrow morning, 12th August at 8:00am.

What does it affect?
Spam filtering.

How long will it take?
About two hours.

What does the work involve?
We're going to make some changes to the configuration of our email servers to improve the detection rate of certain junk emails. This is particularly targeted at the recent influx in spam emails that appear to have been sent from the news corporation CNN - http://snipurl.com/3epla

Is it likely to cause problems?
No it isn't. Each of our 16 mail delivery servers will be taken out of service in turn to have the changes applied.

Is there anything else I need to know?
No.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-11T16:48:00+01:00 Email PN-1218469680 http://usertools.plus.net/status/archive/1218466401.htm
We have informed our networks team of this issue and they are looking into it.

Sorry for any problems this may be causing.


Kind Regards,

Chris Parr
Customer Support]]> 2008-08-11T15:53:21+01:00 Other PN-1218466401 http://usertools.plus.net/status/archive/1218464092.htm
Please be aware that this may result in delays, should you request a MAC Code.

We do not currently expect this to have an impact on our ability to place other forms of orders.

We will provide an update as soon as one becomes available.

Kind Regards,

Bob Pullen
Customer Support]]> 2008-08-11T15:14:52+01:00 Services PN-1218464092 http://usertools.plus.net/status/archive/1218370796.htm
Kind regards,

Matt Taylor
Customer Support]]> 2008-08-10T13:19:56+01:00 Services PN-1218370796 http://usertools.plus.net/status/archive/1218303752.htm
The following won't be available until Sunday morning:

Broadband ordering
MAC (migration) key generation
Engineer appointments for broadband faults
Line testing for broadband faults

Unfortunately this also means we can't update any of our automated faults until midnight tonight, sorry about any hassle that might cause. Having said that we can still find out what's happening with them. We will be able to raise and progress new faults though.

We'll get you more information on this as soon as anything's made available to us.

Kind regards,

Matt Taylor
Customer Support]]> 2008-08-09T18:42:32+01:00 Services PN-1218303752