Network Issues - Resolved

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

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

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

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

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

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.

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