Update on ADSL Issues

Hi,

After a router reset this morning at 6am our sessions today seem to have been stable.

Our wholesale provider had this to note today

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As of 20:30, all sessions were fully redeployed on to the network although a rebalance was also required, which was commenced at midnight. Throughout the night, further work was undertaken in conjunction with the vendor and in order to apply these changes, a reboot of the device was undertaken at 06:00 which caused sessions to then reconnect to the platform. All sessions successfully redeployed back on to the network.

We are currently engaged with the vendor to determine the root cause of these incidents. This dialogue has been ongoing throughout the night, with diagnostic information provided now being subject to analysis prior to any further remedial work being completed tonight. Once we have root cause details, a more expansive post-incident review will be undertaken.

As of 09:00 this morning we can see that the platform is currently stable and is continuing to be monitored closely.

Our priority is always to provide the best possible service during the business day. With this in mind we will not be allowing our engineers or the vendor engineers to carry out any diagnostic work outside our usual emergency maintenance window of 00:01 – 04:00. This will delay our ability to provide a root cause and long term fix to this issue, but we believe that this offers the best approach for providing a stable service during the business day.
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We are sorry for the inconvenience this has caused and we will be in further discussions with our suppliers in due course to see what further measures can be put in place to reduce the risk of this happening again.

Paul