So Internet - News Updates

So Mail server being blacklisted

2012-01-23T14:52:00.002Z

We are currently aware that our So Mail Server is on a blacklist due to spam, we have found the culprits within the network and have blocked them.

Unfortunately we now have to wait to be released from other mailservers.

We apologise for the inconvenience this has caused and are pushing to get released.

Regards

The So support team.

Email Issues - Fixed

2012-01-11T09:10:00.002Z

Dear All,

We have now located the issue with our email system.

The portion of the setup that handles the file sharing for the SAN (the place where we store all the emails) had failed. This equipment has now been reset and email is flowing correctly.

Thank you for your patience while we resolved this matter.

Mail Issues

2012-01-11T08:52:00.001Z

Dear All,

At around 7.30 this morning the connection that the mailservers use to store their data broke resulting in the loss of our email service.

We are currently investigating the issue and will restore service as swiftly as we can.

Thank you for your patience and an update will follow shortly.

Network issues resolved again!

2011-12-16T21:04:00.001Z

Dear all,

We have now stabilised the network and it has been running well for the last few hours.

We are continuing to analyse the events of today and a full response will come over the next few days.

We thank you again for your patience and do apologise for the inconvenience this has caused.

Continued network issues

2011-12-16T18:01:00.001Z

We are currently aware of continuing problems that we are working to resolve.

As soon as more information is available we will update you.

We apologise again for the inconvenience this is causing.

Network Issues - Resolved

2011-12-16T14:16:00.002Z

Dear all,

We have now identified the network issue that we experienced earlier. The network is now stable and service is running correctly.

We would like to apologise for the outage but have we been able to identify the network segment the problem occurred on and have put steps in place to protect against it happening again.

Thank you again for your patience.

Network Issues Update

2011-12-16T11:54:00.000Z

There is a network problem which our network team is investigating now.

Your service will be intermittent over the next 30 mins while our network team resolves the problem.

We'll provide you further updates from our network team shortly.

Apologies for the inconvenience caused.

Network issues

2011-12-16T11:18:00.001Z

Dear all,

We are currently experiencing some network issues across our network.

This could be affecting Internet access for broadband users as well as problems for people with services located with us.

We are currently working on this issue and service should be restored shortly.

Thank you for your patience.

ADSL packet loss update

2011-11-24T13:08:00.002Z

Hi,

This is just to update that the engineers have successfully rebuilt the interface to pur upstream provider, the ADSL network is stable and no packet loss has been seen.

If you have any further issues please email support@sointernet.com

Thanks for your patience.

Regards

The support team.

Packet loss for certain ADSL users

2011-11-23T16:58:00.003Z

Hi,

This is just an update that we have had a small number of customers experiencing packet loss on their ADSL connection, the issue has been identified and the team are working to rectify it.

Issue:

We have seen packet loss from the tunnel provide by our upstream provider which is affecting our network.

Solution:

We are currently working with the upstream provider to re-route the traffic to our equipment to negate the packet loss.

We will continue to provide further updates as we know more.

Regards

The support team.

Core Router Upgrade - 11th October 2011 01:00am - 02:00am

2011-10-03T15:32:00.002+01:00

Dear customer,

We would like to inform you that we planned a maintenance on one of our core routers in Manchester.

This maintenance is service affecting and will impact all services delivered through that router – this includes IP transit, MPLS and Layer 2 Transport.

Full details of the maintenance window are listed below:

- Date: 11 october 2011
- Time: 01:00 am (GMT 0) – 02:00 am (GMT 0) – 1 hour
- Device: bb1.man4.uk
- Type of maintenance: software upgrade
- Impact: all IP and layer2 services (VLANs, EoMPLS, IP transit)
- Description: A number of bugs have become apparent over recent weeks, which we need to address through a software upgrade.

2011-10-03T15:26:00.002+01:00

Dear All,

We are aware of a network outage for a number of our broadband customers over night.

We are not 100% sure of the root cause of this problem, but it looks to have been an interconnect (how we collect the actual broadband traffic from the BT Exchanges) failure.

We are rolling out an upgrade to help reduce the risk of this happening again and we would like to thank you for your patience and apologise for any inconvenience this may have caused.

Paul

Hosted Exchange - FIXED

2011-08-24T16:29:00.003+01:00

Hi,

We have now completed a repair on the affected Hosted Exchange mail store.

If you have a hosted Microsoft Exchange mailbox with us that was affected by this issue, then email is now flowing correctly and has been delivered to your account.

Thank you for your patience and if you continue to experience problems, please do contact our support team on 0161 615 1275.

Exchange Email Issue - Update

2011-08-24T14:34:00.001+01:00

Hi,

The repair process is going well. There are now less than 10 customers affected by this problem.

We will update further in another hour or so as the process gets further through.

Exchange Email Issue - Update

2011-08-24T12:26:00.001+01:00

Hi,

We are now running the database fixup tool, which has been running for a number of minutes already. We are not exactly sure how long this is going to take, but we know it only has around 36GB of data left to check through.

We will update shortly as we progress through resolving this issue.

Microsoft Hosted Exchange Issue

2011-08-24T11:26:00.002+01:00

Dear All,

For those customers that have hosted Microsoft Exchange accounts with us, we have noticed a file corruption issue in one of the main mail stores.

We have currently taken this mailstore offline and are performing a backup of the data before running a repair. We are expecting this operation to take around 2 hours to complete.

During this time you will not be able to access your mailbox, if it is affected by this issue. If your Outlook client is connecting currently with no problems then your account is hosted on an unaffected mailstore.

Further updates will follow.

Email Issues - Fixed

2011-08-24T09:21:00.002+01:00

Hi,

At around 8.55 all services were restored and email is flowing again correctly.

We continue to investigate the problem that has been highlighted and will perform further maintenance in the near future to address this.

Mail should not have been lost during this time and should have been queued by the sending mail servers. This email will start flowing through the system over the next couple of hours.

If you experience any further problems, please do feel free to contact the support team on 0161 615 1275

Thank you again for your patience.

Email issue update

2011-08-24T08:29:00.001+01:00

Hi,

Engineers are continuing to work on the problem and a resolution is expected very shortly.

Thank you for your patience.

Email issue update

2011-08-24T07:33:00.001+01:00

Hi All,

We have now located the fault and engineers are working to correct the problem.

We are expecting the issue with email to be corrected within the next 30 minutes and further updates will be posted shortly.

Issues with picking up email

2011-08-24T07:21:00.001+01:00

Good morning.

We have had a few customers this morning saying they are unable to pick up email.

We are currently investigating this issue and will update shortly.

We

Maintenance works for tonight

2011-08-23T14:09:00.002+01:00

Hello,

We are looking to carry out maintenance works tonight to bolster our San, we are upgrading the firmware and checking the controllers, this will be carried out at 12 midnight and should last for about 2 hours, this may have an impact on Mail as this upgrade goes through, this will not impact our other services.

Thanks in advance for your patience regarding this.

Regards

The support team.

Isolated broadband outage 4.10 - 4.50pm

2011-08-20T20:54:00.001+01:00

Dear All,

Between 4.10pm and 4.50pm our ADSL network experienced an isolated outage that affected around 10% of users.

This issue was traced to a faulty cable connected to one of our routers.

Onsite engineers working with the network team quickly corrected the problem.

Thank you for your patience.

If you are still unable to connect and have rebooted your router then please do contact our support team.

Some users seeing an ADSL connection issue.

2011-08-07T09:40:00.002+01:00

This is just an update, it seems that BT has fixed the issue, we are monitoring our Network and once we have a full explanation we will keep you updated, but it seems there was an issue with some legacy migrations affecting their internal network.

If you are still seeing an issue with your connection please email support@sointernet.com or contact 0161 615 1275 and select option 2

Thanks for your continued patience.

Regards

The Support Team.

Outbound email fixed

2011-08-06T11:13:00.001+01:00

Hi,

We have located the issue stopping outbound email processing correctly.

This has now been fixed and all services are now running smoothly.

Thank you again for your patience.

Outbound email issues - update

2011-08-06T10:38:00.001+01:00

Hi,

We believe we have located the issue with sending of outbound emails (this does not effect email reception)

We will update shortly once the issue is corrected.

Some users seeing an ADSL connection issue.

2011-08-06T10:00:00.003+01:00

This is just an update regarding some of our ADSL users seeing an issue when trying to connect to the internet, the issue is outside of our network and BT are attempting to rectify it, this does not affect all customers but stops some users getting a PPP session.

The next update from BT will be 11 am, we will update this news post as soon as we get any information.

Once again we apologise for the service disruption we are pushing as hard as possible to get a resolution.

Regards

The support team.

Outbound email issues

2011-08-06T07:42:00.001+01:00

Good morning,

A number of our customers are experiencing issues sending emails this morning.

We are currently investigating this issue and will post an update shortly.

Thank you for your patience.

Urgent VM work finished

2011-07-27T18:12:00.001+01:00

Hi,

This is just an update on the urgent work we started at 11am This was completed by 3pm today.

This is also to confirm this work ONLY affected customers that have a VPS with us that generally ends in IP address 71.xx and did not affect email etc.

Thank you for your patience

The So Internet Support Team

Urgent VPS maintenance 11am 27th July 2011

2011-07-27T07:51:00.001+01:00

Dear all,

As some of you will be aware we have been experiencing a few ongoing issues with stability on our VPS platform.

We have a solution to this problem, but to perform this emergency maintenance we need to take each VM (Virtual Machine) offline to move it.

We understand this is an inconvenience but important that we do, to get stability back as quickly as possible.

This work will start at 11am Wednesday 27th July 2011

Thank you for your understanding.

Paul

FIXED - PEM Email, Hosted Exchange and MS SQL

2011-06-10T15:44:00.001+01:00

Dear Customer,

As you will be aware we suffered a serious failure of our mass storage device. This device holds the email accounts and databases for many of our customers. It is built across two separate pieces of hardware and two different controllers to provide a redundant system.

At around 8.50pm on Wednesday evening the primary controller failed, and the secondary controller took over as planned. During the later part of the evening we noticed that the mail storage was not accessible even though the SAN was operational for other services. It transpired that the email storage had not transitioned across from the primary controller to the secondary. All attempts to make this change failed and at 11.15am on Thursday morning a decision was made to reboot the entire SAN to see if it would clear the issue.

What we did not realise was that after the full reboot the second controller would not come back online correctly either. This failure took our Hosted Microsoft Exchange and MS SQL service offline.

Within a couple of hours the decision was made to start making alternative arrangements by putting our disaster recovery program in place. This was first put in to action for MS SQL and customer data was started to be restored as requested and required. At the same time we started a build of an alternative email system to get email flowing as quickly as possible.

We have been working closely with SUN/Oracle, the vendor of the hardware, who have had an engineer working on our system.

At around 11.50am on Friday, all Hosted Exchange and SQL services were functional and working correctly.

The SUN/Oracle engineer continued to work on our storage device and by 2pm had managed to re-establish connection to the email store. Email is now flowing correctly, but as you can imagine service is slightly slower than normal due to the huge amount of email traveling through the system.

During the problems we have had, we continued to update our support news site at - http://sointernetnews.blogspot.com and for those using Twitter - @sointernet

I would like to apologise for the problem and inconvenience that has occurred, which has been the first of this size in 5 years. We believed we had a redundant system that could cope with a failure like this. We will be reviewing our implementation fully over the coming days and adjust our configuration as required.

Thank you again for your patience.

Hosted Exchange - FIXED but at RISK

2011-06-10T13:00:00.002+01:00

Hi,

Just to let you know we have now restored our Hosted Exchange service without the need to do a disaster recovery.

We are still deeming this service as at risk as SUN/Oracle engineers are still working on the SAN and so it may be reset at any point while final configuration updates are made.

Paul

PEM Email, Hosted Exchange and MS SQL - Further Update

2011-06-10T11:55:00.002+01:00

Hi,

We are making good progress with SUN/Oracle now and just awaiting details of an engineer visit to site to fix the failed equipment.

They are currently running additional diagnostics and we should have an update shortly.

We have just around 10 MS SQL databases to restore and then that service is fully functional.

PEM Hosted Email - We are still working to bring the mail back online and will update as soon as we have a revised time.

Thank you again for your patience.

Paul

PEM Email, Hosted Exchange and MS SQL - Update

2011-06-10T09:20:00.002+01:00

Hi All,

We are progressing well on this issue, although it is still taking a long time.

We are still awaiting on spare parts from SUN/Oracle and hope to have a delivery schedule shortly. In the meantime, here is an update on each problem.

Shared MS SQL - This has now been fixed and we are just restoring the databases, which should be finished over the next couple of hours.

Hosted Exchange - We are currently assessing the situation with this and should have a way forward shortly.

PEM Email - This is our major task as it effects a very large number of customers. We are hoping that we will be able to get a solution running again in the next few hours to allow incoming email.

Paul

PEM Email, Hosted Exchange and MS SQL

2011-06-09T16:01:00.003+01:00

Hi,

We are continuing to work on the major issue we are experiencing. We are awaiting spare parts from SUN/Oracle and at this time can't move much further forward until we have this new equipment. We are hoping these parts will arrive by the middle of tomorrow.

In the meantime we are rebuilding the MS SQL setup and restoring data from this morning's backups and this should be fixed by first thing in the morning.

On the PEM email side of things, we are currently building a replacement solution and hope that within the first few hours of the working day on Friday we have the ability restored for customers to receive incoming email.

Thank you again for your patience and I apologize for the inconvenience this will have caused you.

Paul

Continued PEM email and Hosted Echange/MS SQL

2011-06-09T12:42:00.002+01:00

Hi,

We are working with Oracle to find a solution to the SAN issue that we are having.

We are going to try another couple of resets to see if this will clear the issue.

I will update again shortly.

Paul

SAN Reboot Update

2011-06-09T11:47:00.002+01:00

Hi,

The SAN reboot has not helped the problem at the moment, but has identified the cable/controller issue.

We continue to work on this and will update you shortly.

Paul

Emergency SAN reboot

2011-06-09T11:06:00.001+01:00

Hi All,

If you receive Hosted Exchange, or shared MS SQL services from us, we will be resetting our SAN at 11.15 this morning.

This reset should only take around 10 minutes and will hopefully clear the mail issue we are having at the same time.

Thank you again.

Paul

PEM Inbound email problems - Update

2011-06-09T09:31:00.002+01:00

Hi,

We have now located the issue with the SAN storage.

The problem lies either with one of the fibre cables or one of the controllers.

We are very close to fixing this issue and I will update you shortly.

Thank you again for your patience.

Paul

PEM Inbound email problems

2011-06-08T23:22:00.003+01:00

Hi All,

If your email is hosted in our shared system called PEM, then we are experiencing issues.

We currently have a problem with the way our mail system talks to our storage disks. For some people this is resulting in them not finding any email in their mailboxes.

All new emails are being queued for delivery as soon as we have fixed the issue.

Engineers have been alerted to the problem and we will have a resolution over the coming hours, but this should be at the latest 11am, 9th June 2011

Thank you for your patience.

Paul

Outgoing Mail issue update

2011-06-08T09:41:00.002+01:00

Hi all,

We have received a number of calls regarding outgoing mail issues.

We recently injected a new outbound server in to the network to help assist with the increase in outgoing emails. We have noticed an issue with the configuration of this server not accepting incoming mail on port 588. We have now rectified this issue and all services are now running correctly.

Once again thanks for your patience.

Minor ADSL issue 7th June 2011

2011-06-07T17:42:00.001+01:00

Dear all,

We were alerted to an issue a couple of hours ago. This problem stopped some users being able to reconnect to our broadband service.

We have identified the cause of this block,which affected just one of our 3 pieces of termination equipment.

We have just run a script to reset and clean up the user connections and the service should be running correctly.

Please do contact support if you continue to experience issues.

Paul

Advance Notice - Network Maintenance - 26th April 2011 05:00 - 06:30am

2011-04-15T16:44:00.004+01:00

Dear All,

This is an advance notice of maintenance on our network on 26th April 2011, between 05:00 and 06:30am

This should not affect any of our services, but we just wanted you to be aware of the important work that is being carried out.

The technical notice is as follow:-

Network Maintenance - Router Software Upgrades

The routers BG1 and BG2 in our Manchester datacentre will have an IOS software upgrade during the maintenance window above. The expected downtime as a result of the reload is 5 minutes per router, during which, customers who are served solely by either of these units will suffer a small period of downtime. The upgrades will be performed on one device at a time. Other customers should not be affected, although there is a chance of some routing instability for a few minutes after the reload.

We apologise for any inconvenience this may cause, but it is important to ensure our core routing equipment is running the latest software revisions which the manufacturer advises will address a number of recently discovered bugs and vulnerabilities.

ADSL Issues Resolved

2011-04-13T15:34:00.002+01:00

Dear All,

Thank you for your patience.

We have been able to track the routing problem, that was affecting a number of our customers, down to an issue between 2 of our core routers.

We have now been able to correct this issue which seems to have been a legacy configuration from a number of years ago, conflicting with resent updates.

It should not have been necessary to reboot your ADSL router to gain internet access, but please do feel free to contact us if you are still having problems - support@sointernet.com or 0161 615 1275

Paul

Reported ADSL routing issues

2011-04-13T15:18:00.002+01:00

Dear All,

We are currently receiving a number of calls relating to customers not being able to get to some parts of the internet.

We are currently investigating and I will update shortly.

Paul

Short ADSL Issues 7/4/11 - 15:45

2011-04-07T15:59:00.001+01:00

Dear All,

At around 15:45 today we experienced a short routing issue with traffic leaving our network. We are still investigating the issue, but service was reinstated within a few minutes.

Thank you for your patience.

FTP Issues resolved from ADSL Connections

2011-03-11T10:15:00.002Z

Dear All,

As some of you will be aware, if you have have broadband and combined hosting with us, you may have experienced problems uploading via FTP to our hosting servers.

Maintenance carried out last night was able to correct this issue and FTP access should now be enabled again.

Thank you for your patience.

Paul

2 Minute ADSL outage - Today around 4pm

2011-03-10T17:57:00.002Z

Dear All,

Today close to 4pm, we were alerted to a brief issue where we dropped connectivity on part of our network in London. This lasted for a very short period of time (1 - 2 minutes) and only affected a small number of our broadband customer base.

A majority of routers reconnected immediately without any assistance. If you are still having an issue, please turn off your router for 10 minutes and then power back on. This should clear any stale sessions.

If you do still experience issues, please do call our support team on 0161 615 1275

Paul

ADSL Routing Fixed

2011-02-18T13:53:00.002Z

Hi All,

We have now located the routing issue causing problems for some of our ADSL customers.

If your router has not yet reconnected, please do reboot it and this should correct the problem.

ADSL Routing Issues

2011-02-18T13:35:00.004Z

Hi All,

We are currently experiencing a few issues with a small number of customers that have multiple IP allocations from us.

We are currently working on this issue, and should have service restored within the next 30 minutes.

Thank you again for your patience.

An update will follow again shortly.

DNS Issues - Fixed

2011-02-17T18:14:00.002Z

Hi All,

Well, that was a day and a half! I know that you all felt it and I really appreciate your support and patience while we corrected the issue.

As many of you know, we use a main hosting domain of gohost.it This domain was due for renewal on the 16th of February. The domain is registered through one of the largest domain registrars - OpenSRS/Tucows.

Although the renewal request was processed, OpenSRS suffered a coding issue that meant the request was not passed to the correct registry in Italy. We had been told they were working on a solution, but there would be 10 days grace even if the domain expired.

At 6.34am this morning the domain expired and was not renewed. 3 hours later services were lost to anything on our network that made use of that domain. We immediately contacted OpenSRS who tried many different options to get their coding to work.

Around 4.17pm they were able to make an attempt that kicked all systems back in to action and DNS started to work again.

Everything is looking to be coming back to normal now, but we are continuing to monitor the situation.

I hope this gives a full update of the issue from today.

All I can do is apologise, for this issue that was caused by circumstances outside of our control.

Paul

DNS Issue Update - 3

2011-02-17T15:10:00.002Z

Hi,

The initial fix that we thought had been put in place by our Registrar - OpenSRS/Tucows, did not work.

We are continuing to communicate with them and are hoping for a useful update very shortly, so that we can return normal service.

While writing this I have just received an update from Tucows. They believe they have corrected the issue. I am just waiting to see this update actually happen. As soon as it does, we should quickly start to see services return.

Thank you again for your patience.

DNS Issue Update

2011-02-17T12:31:00.003Z

Hi All,

We have made some progress with the domain registrar who are trying to force the updates through to fix the issue we have had with our gohost.it domain.

The domain updates have now gone through and we are awaiting the general internet to start catching up.

We would hope that service will start to restore over the next 1 hour.

Thank you again for your patience with the issues.

DNS issue

2011-02-17T11:22:00.001Z

update on this issue, the registrant has informed us that their DEV issue will be rectified in the next hour.

Again we apologise for the disruption this has caused and will keep you updated.

DNS issue

2011-02-17T10:10:00.002Z

This is an update as we have an issue affecting a majority of our services, our gohost.it domain is down (we have this on an auto renew) but it seems that the registrant has had a coding issue and the domain has not been renewed.

We are pushing the registrant to get this sorted asap and are awaiting information from them.

We apologise for this issue and will keep you updated as to our progress.

Issues on dedicated server and hosting network

2011-02-12T18:58:00.001Z

Dear All,

During the course of today we have noticed some issues on M247 network that may have affected some of our hosting customers.

As a precaution we have closed down one of our London links which has helped stabilise the network.

The engineering team will release full details of the issue after further in-depth investigation has taken place, but currently the network is running with no issues

Thank you for your patience and an update will follow in the early part of the week.

Paul

Current ADSL issues

2011-01-28T10:06:00.001Z

Hi,

We have had a number of customers noticing issues specifically with upload speeds.

We have identified where we believe the issue is and are currently working on a solution.

We are hoping to have restored service within the next few minutes.

Thank you for your patience.

All ADSL issues fixed

2011-01-08T08:46:00.001Z

Hi,

Just to confirm that we have found the issue that has caused this outage and all circuits are now working.

Please do reboot your router if you can't get online. If this does not correct the issue for you, please do call our support line on 0161 615 1275.

Paul

Further ADSL issues

2011-01-08T08:12:00.001Z

Hi,

After fixing the first issue we have now found a further which is stopping the customers router log in to the network.

We are currently working on this and will update you shortly.

Thank you again for your patience.

Paul

Current broadband issues

2011-01-08T07:31:00.001Z

Update - just as I finished writing this the issue was fixed. You may need to reboot your router.

Hi All,

We currently have an issue in our London datacentre that is stopping the correct routing of our broadband connections.

We do have an engineer on site that is working on this and we hope to have it fixed very shortly.

Thank you for your patience.

Paul

Network upgrade - evening of Tuesday 21st December

2010-12-21T15:50:00.002Z

Hi All,

As part of our continued growth, we will be making further upgrades to our network this evening to improve fault tolerance.

These changes will be made between 00:00 and 01:00 on the 22nd December 2010.

If there are any issues in making these updates, then we will revert back to our previous settings.

ADSL Web Surfing Issues - Update

2010-12-13T17:39:00.003Z

Hi All,

We are aware of a few network issues across the UK internet as a whole.

This has amounted to issues with people accessing some websites.

We have currently put a work around in place so this affects our customers as little as possible.

We will review the situation in the morning and revert the changes once we know things have settled down correctly.

A few short network outages during this week - Update

2010-12-10T10:56:00.003Z

Hi,

During this week, we have suffered around 4 short outages of between 2 and 6 minutes each.

We would first like to apologise for any issues this may have caused our customers. We are not entirely sure what may have caused these problems. We have failed one of our firewalls over and cleared any debug information it was carrying.

For the last 2 days the network has remained stable and we will continue to monitor the changes we have made.

Spam Filter issue resolved

2010-11-25T12:31:00.001Z

Hi all,

The spam filtering issue is now resolved. If you are still receiving unwanted mail then please forward them to support@sointernet.com so we can look at this further.

Once again, thankyou for your patience.

So Support team.

Spam Filter issue

2010-11-25T11:25:00.002Z

Hi,

We are currently experiencing a Spam Filtering issue with customers receiving unwanted emails.

We have engineers looking at this issue and it will be resolved as soon as possible.

Thank you for your patience, any further issues please contact ourselves.

So Support team.

ADSL and DNS issue

2010-11-19T16:18:00.002Z

Hi,

We have just experienced a port flap on our DNS servers and also a BT tunnel issue with our ADSL, we have flushed the ports and DNS has now returned, we contacted BT with regards to the ADSL tunnels and had to clear all the sessions, the tunnels have now come back up and the network is now stable on both fronts.

Apologies for any disruption this may have caused.

Regards

So support team.

Mail Issue now fixed

2010-11-19T12:21:00.002Z

Hi,

The engineers believe they have now rectified the Mail issue and can see mail being delivered, also the ability to login to Webmail.

The issue lay with a disc failover on our San.

This will be monitored.

Thank you for your patience, any further issues please contact ourselves.

So support team.

Mail Issue Update

2010-11-19T11:20:00.002Z

The Engineers are still working on this and hope to have it resolved quickly.

Once again thanks for your patience with this.

So support team

Network Issues - Resolved

2010-11-12T14:11:00.002Z

Dear All,

All networking issues have now been resolved.

A supervisor control card failed in one of our two border routers at our Manchester data centre. Although these routers run independently, So Internet traffic requires both routers to be run for its traffic to route correctly.

Initial indications pointed to the fact that one of the line cards (the circuit boards that contain the actual network switch ports) had failed. The 10gb/s line card was replaced first, but the router would not remain stable. After completely stripping the chassis, our last option was the supervisor (the actual control for the router)

Upon replacing this, the router would boot and remain stable. The M247 team then replaced the other line cards and restored the configuration line by line.

Full service was restored around 14.10 today.

We will be further reviewing this outage and making adjustments to protect against re-occurance.

If you are still experiencing issues, please do contact our support team - 0161 615 1275

Routing issues - update 3

2010-11-12T13:38:00.001Z

We have now been able to locate the faulty line card and as a result replaced the supervisor.

The M247 team are now restoring the config from backups and we should be running again within the next 10 - 15 minutes.

Routing issues - update 2

2010-11-12T13:31:00.002Z

One of our main data centre routers is refusing to boot correctly. Although a large percentage of the data centre is running, the So Internet connectivity requires both routers to be running for it to remain stable.

We are currently working through all the different options to try and get this router to restart correctly and remain stable.

We will be conducting a full postmortem after the event to find other ways of avoiding this happening in further.

In the meantime, thank you for your patience.

Routing issues - update

2010-11-12T12:46:00.003Z

We have located the faulty piece of equipment and engineers are currently replacing it.

We are aware that this may only affect a small number of customers at the moment and will update again shortly.

Networking routing issues - 12.30 - 12-11-10

2010-11-12T12:30:00.003Z

Hi All,

We are currently seeing a few network routing issues with traffic getting to our Manchester network. Engineers are currently working on this issue and service should be restored shortly.

Email issues fixed

2010-10-15T19:09:00.001+01:00

Dear all,

By around 2.30pm today we were able to restore full service after replacing a failed fan tray in one of our NAS servers.

Thank you for your patience while we corrected this issue.

Issues affecting MS SQL & Email

2010-10-15T12:48:00.002+01:00

Hi,

Around 20 minutes ago, we seemed to have experienced a power surge to one of our racks.

These caused a number of our servers that handle email and MS SQL (basically those connected to our central storage devices) to reboot, or require reboots.

We are currently bring all services back online.

Email is currently offline and we are just correcting an issue with the gateway server caused by this reboot. We expect this work to be completed within the next 30 mins

I will update the ticket shortly once the issue is corrected.

Once again, thank you for your patience.

Network Update

2010-10-08T13:30:00.003+01:00

Hi all,

Ok we reloaded the config back to the LNS but it just sat in a frozen state, we got the engineer to plug a console in, we then power cycled it and this bought it back on-line, we have a constant monitor plugged into it so we can see what's happening.

We are monitoring the network as a whole very closely and apologise for the service outages.

If you are struggling to connect to your ADSL please reboot your router.

Regards

So support.

ADSL issues part 2

2010-10-08T12:52:00.003+01:00

Hi all,

The LNS has been reloaded but hasn't come back yet, we have engineers putting a console into it at the moment to see what stage it's at.

So sorry about the delay

Regards

So support

ADSL network drops

2010-10-08T12:16:00.002+01:00

Hi,

We are currently seeing an issue with the ADSL network, it seems that one of our Tunnels from BT keeps failing, this is causing some of the ADSL connections to fail.

We are investigating this and trying to locate the cause of this issue.

Once again we apologise for this inconvenience and will keep you updated.

So support.

Network outage

2010-10-07T17:22:00.003+01:00

Hi all,

We are now back online, what an afternoon, we had an engineer on site and it was found that a switch was offline, the switch was currently rebooted and the network came back.

We are looking into the cause of this and how we can stop this occurring again.

Once again apologies for this and thank you for your continued patience.

We will keep you updated to some forth coming maintenance works.

Regards

The support team.

MP Mark Garnier and Kidderminster Mayor Visit

2010-09-20T12:32:00.004+01:00

We had a great opportunity on Saturday at the opening of a new education centre at the Simply Centre in Kidderminster to welcome the Mayor and local MP Mark Garnier to our offices.

Having recently won a contract to supply Wyre Forest District Council home workers with broadband, So Internet a division of M247 Ltd are making a local impact with their broadband and connectivity solutions.

We had great conversations about the current internet legislation and the the need to improve internet speeds to end users, so that would economy can grow. It was also a good opportunity to chat about our safe internet solutions and the work we are doing with local and national Police forces.

Pictures from the day can be found on our Facebook page

Spam Filter Login Issues

2010-08-31T09:33:00.002+01:00

Hi,

A number of users have mentioned they were having issues accessing the online spam quarantine.

We have now reset the login servers required to fix this issue and all should now be running correctly.

ADSL Issues 6-8-2010 - Fault Cleared

2010-08-06T21:43:00.003+01:00

Dear All,

Well that was an afternoon we did not expect!!

As many of you will be aware we have been fighting some instability in our broadband service. Most of these issues have slowly arisen over a period of time as we have grown and have come to a head over the last couple of months.

We have been working hard to load the most stable version of the router operating system that benefits all of our customers. This afternoon's issues forced us to escalate the time span to roll this out.

I would like to offer my sincere apology for the inconvenience the outage caused today. Please rest assured that we are working hard to improve our service and do take this type of outage seriously.

By around 5pm we were able to stabilise the network and return service to about 80% of our broadband customers.

Soon after 8pm we were able to load the final version of the software and bring stability across all of our customers.

We will continue to monitor the network over the coming couple of days, but are excited by the initial results we are seeing.

Please note that we are in the process of changing our phone number and you can contact us on 0161 615 1275.

Short notice adsl upgrade

2010-07-29T19:07:00.001+01:00

Please note this does not affect hosting or email just broadband.

We will be performing a router upgrade to again improve performance.

This work will be carried out after midnight today 29th July and should only take around 30 minutes.

If you are unable to get online after this work please turn your router off for 10 minutes and back on again.

Hosting Outage - 10:50am - 28/7/2010

2010-07-28T10:52:00.002+01:00

Hi,

We have had a router failure which is currently rebooting and routing should return in a couple of minutes.

We are continuing to investigate the issue and are putting additional cabling in place to avoid this happening again.

ADSL update

2010-07-25T01:06:00.000+01:00

We almost managed the upgrade but had some issues with routing.

We took the decision to roll back the changes and try the changes again at a later date.

Thank you for your patience.

Emergency ADSL Maintenance

2010-07-24T21:58:00.001+01:00

This evening we are moving all customers from one piece of ADSL termination equipment to another.

This process should only take about 10 minutes and will take place around 11pm this evening.

I am sorry for the short notice but the move is required to achieve better connectivity and stability.

After the move you may need to reboot your router to reconnect.

BT Outage Fault Cleared - 16:15

2010-07-14T16:12:00.001+01:00

Hi,

We have been informed that the widespread outage covering a large percentage of the UK, has now been cleared.

Any customers not being able to connect, please turn your router off for 15 minutes and then back on again which should reconnect you.

BT Exchange outage

2010-07-14T14:06:00.002+01:00

We have been informed by BT that they have experienced a node outage at a Leeds exchange which has affected exchanges around the country, below is a list of affected area codes:

01132 01133 01142 01159 01162
01173 01179 01189 01200 01204
01205 01206 01207 01209 012131
012135 012137 012142 012143 012144
012145 012147 012150 012151 012155
012163 012164 01224 01226 01 228
01229 01236 01239 01242 01243
01244 01246 01248 01252 01253
01254 01255 01256 01257 01262
01263 01268 01270 01271 01273
01274 01282 01283 01284 01286
01287 01289 01290 01292 01294
01296 01297 01301 01302 01303
01306 01307 01308 013122 013133
013134 013145 013156 013165 013166
01322 01324 01325 01332 01333
01334 01343 01344 01346 01347
01352 01354 01355 01359 01362
01364 01369 01375 01376 01377
01382 01383 01387 01388 01389
01392 01395 01400 01404 01405
01407 014122 014124 014133 014134
014135 014142 014144 014163 014164
014184 014188 01422 01423 01424
01427 01429 01430 01433 01434
01438 01439 01449 01450 01452
01455 01457 01460 01461 01463
01466 01467 01469 01471 01472
01473 01475 01476 01478 01480
01483 01484 01485 01492 01493
01496 01501 01505 01506 01507
01509 015120 01512 2 015123 015125
015126 015129 015133 015134 015135
015142 015143 015144 015148 015152
015153 015163 015164 015165 015170
015172 015192 015193 01522 01524
01525 01527 01530 01535 01539
01543 01555 01556 01563 01564
01565 01566 01581 01582 01586
01592 01599 01600 01603 01604
01606 01609 016120 016122 016123
016125 016127 016130 016132 016133
016134 016135 016136 016137 016142
016143 016144 016147 016148 016162
016163 016164 016165 016166 016168
016173 016176 016177 016178 016179
016183 016184 016187 016188 016190
016192 016194 016196 016197 01621
01622 01623 01625 01626 01629
01630 01631 01633 01634 01636
01637 01639 01642 01 646 01652
01653 01661 01664 01669 01670
01673 01675 01686 01695 01697
01698 01702 01704 01706 01708
01709 01721 01722 01723 01724
01727 01730 01733 01737 01738
01740 01744 01745 01748 01751
01752 01753 01754 01756 01757
01758 01759 01765 01768 01772
01773 01775 01776 01779 01782
01785 01788 01790 01792 01793
01803 01822 01823 01833 01834
01837 01845 01865 01869 01872
0188 4 01889 01890 01896 01900
01902 01904 01905 01909 019121
019122 019123 019125 019126 019127
019129 019138 019141 019147 019148
019149 019151 019152 019156 01922
01924 01925 01928 01932 01937
01942 01943 01944 0194 5 01946
01947 01949 01950 01952 01959
01964 01968 01969 01977 01978
01984 01995 0203066 0203117 0207064
0207243 0207261 0207278 0207313 0207403
0207580 0207636 0207713 0207727 0207792
0207837 0207924 0207978 0208314 0208316
020 8438 0208452 0208465 0208679 0208680
0208688 0208690 0208741 0208743 0208746
0208748 0208749 0208764 0208830 0208850
0208854 0208859 0208915 0208944 0208947
0208960 0208965 0208968 0238022 0238033
0238063 0239223 0239225 0239226 0239265
0239266 0239269 0247636 0247638 0282565
0283083 0283754 0284176 0284372 0287032
0287136 0287963 0288676 0288775 0289024
0289032 0289042 0289046 0289062 0289079
0289084 0289085 0289181 0289264 0289269

At current BT are estimating a 4 fix time (1600).

Please just keep trying your router once online we would recommend powering the router off for 20mins then turn back on.

Thanks for your patience.

Issues for some ADSL users on the Tiscali network

2010-07-08T11:59:00.002+01:00

Hi,

We have a few reported issues on our broadband service where users are connected through the Tiscali network.

The PPP sessions are currently not being carried correctly and as a result you may not have internet access.

Tiscali are aware of the issue and are working on it. We are expecting an update within a couple of hours and a router reboot at that stage should correct the problem.

We will update this post once we have more information.

Problems logging on to ADSL - 9am 15th June

2010-06-15T09:28:00.002+01:00

Hi,

At around 9am this morning on part of our core network we stopped receiving some new ADSL sessions. This would be if you had rebooted your router, or tried to connect a fresh, but only seems to be affecting around 5% of our customers

This issue has now been identified as a problem on one of our upstream providers equipment and as such out of our control. We are currently awaiting a fix, which should be very shortly at which point a router reboot may be required to get you back online.

We will post a news update once we have more information and know that the problem has been fixed.

Outbound email issues 1am - 7am - 11th June

2010-06-11T06:59:00.001+01:00

Hi All,

Last night one of our outbound mailservers failed. This caused an issue for some people sending outbound email.

The server issue has been corrected and all outbound email is working well again.

Please note this only affected some customers and was only for outbound email.

ADSL Outage - Cleared

2010-06-10T15:18:00.001+01:00

Hi,

The failed equipment has now been reset and all broadband services are now running correctly.

Thank you for your patience.

ADSL Outage - Current 14:40

2010-06-10T14:40:00.002+01:00

Hi All,

At around 13:59 today a piece of equipment failed in our London racks.

This is currently affecting access to the internet from broadband connections.

We are working on this at the moment and are awaiting onsite staff to update us on the situation.

Welcome to the world Noah Davies

2010-05-27T19:24:00.002+01:00

Hi All,

What an exciting day!

At 11.21am this morning Wayne and Sarah had a lovely baby boy called Noah weighing in at a little over 8lbs!

Everyone is doing well and we are looking forward to Noah starting work in the office before to long!

Wayne and Sarah congratulations. How amazing is it that God would add little Noah to your family today.

Paul

Issues Fixed

2010-05-22T22:58:00.002+01:00

Hi,

Around 21:25 all network issues were corrected.

We intend to make further changes in the coming week or so to improve further redundancy beyond our firewall cluster.

Tonight the issue was outside of our control, but was corrected quickly once the issue was identified.

Network Outage - Again!

2010-05-22T21:04:00.001+01:00

ahhh,

I am really sorry about this. We switched everything over to another router this morning and now we are suffering an issue with the replacement.

We are currently making changes and these will be completed as quickly as possible.

I will post a full explanation as soon as possible.

Paul

Network Outage Fixed - 09:10

2010-05-22T09:11:00.003+01:00

Hi,

We have now been able to reconfigure one of our other border routers to take the traffic for our network.

All traffic is now routing and flowing correctly.

Thank you for your patience. We are adding further redundancy this coming week that will again strengthen our resilience beyond just our firewall cluster.

Network Outage Update - 08.36

2010-05-22T08:35:00.001+01:00

We have now been able to identify the issue as a blade failure in one of our edge routers.

We are working around re-routing traffic at the moment and service should be restored shortly.

Paul

Network Outage 07.32 21-5-10

2010-05-22T07:59:00.002+01:00

Hi,

Just to let everyone know that we have experienced a network failure at the moment, we are not fully sure of the issue, but it may be just one of the connections that has failed.

I will update this shortly as soon as I know more.

Paul

All emails now running smoothly.

2010-05-20T23:02:00.002+01:00

Well what can I say but a very big thank you to our customers for their patience and understanding.

By lunchtime today we were able to track down the customer who had their email address compromised. We were then able to remove the hundred of thousands of spam emails this compromise had caused which meant that email was able to move smoothly again.

The software vendors then looked at our spam filter cluster to check all was correct and made a couple of changes to improve performance and this is now coping well.

The final issue was corrected at 17.58 when we located a rogue LDAP installation which was causing some people to not be able to log in to their email accounts.

So all should now be well with the world. Please do let us know if you continue to have any issues.

Paul

Email Update Thursday 20th May

2010-05-20T10:05:00.002+01:00

Hi All,

We still have a few issues with email at the moment, but this is a sum up and update.

1. Spam Filtered Emails
This system is now running correctly and mail moving through without delays with nothing held in our queues.

2. General Mail Delays
One of our customers has had their email account targeted and are receiving a huge amount of spam email. We are currently closing this account. This is what is then causing mail delays for customers hosted on our PEM system.

3. Failure to login to collect emails.
This is a third issue! This is due to a corrupted database and is affecting around 10% of our customers in PEM. The software vendors are currently working on this and it should hopefully be resolved in the next few hours.

Paul