http://www.plus.net/supportpages.html?a=2 RSS Feed of PlusNet Service Status Postings 2008-07-03T14:00+01:00 status@servicestatus.plus.com status@servicestatus.plus.com http://usertools.plus.net/status/archive/1215089839.htm Tuesday 8th 6.00am-7.00am.

Service Affected:-
Customer Portals, Internal Systems, DNS and Webmail.

Duration of expected customer impact:-
Up to 10 minutes.

Detailed description of work to be performed:-
We are upgrading the firmware on our loadbalancers, during this work there may be a small outage to the above services.

Expected customer impact:-
The above services will be unavailable for a short timeframe during the above maintenance window.

Other Notes:-
N/A

Kind Regards,

Chris Parr
Customer Support]]> 2008-07-03T13:57:19+01:00 Services PN-1215089839 http://usertools.plus.net/status/archive/1215000505.htm Wednesday 2nd july 2:00pm - 3:00pm

Service Affected:-
Community Site and Discussion Forums.

Duration of expected customer impact:-
No customer impact is expected.

Detailed description of work to be performed:-
We will be making some database configuration changes to improve the resiliency of the Community Site platform.

Expected customer impact:-
No customer impact is expected.

Other Notes:-
None.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-07-02T13:08:25+01:00 Other PN-1215000505 http://usertools.plus.net/status/archive/1214927139.htm Wednesday 2nd July 4.00am - Thursday 3rd July 1.00pm.

Service Affected:-
View My Broadband Usage (VMBU).

Duration of expected customer impact:-
Approx 8 hours on each day between 4.00am and Midday.

Detailed description of work to be performed:-
This work is the continued resilience of the Ellacoya traffic management database. This stage of the work involves switching between the primary site and the DR (backup) site on Wednesday morning and then reversing the switch on Thursday morning. This is necessary to ensure that the DR site can handle the usage data passing through it.

Expected customer impact:-
We will need to switch off parts of our traffic management platform before we can switch between sites. During this time, our Ellacoya platform will not be collecting information on customer usage. This will result in missing VMBU data for some customers between 4am and Midday on both days.
Anyone establishing an Internet connection between 4.00am-6.00am during the maintenance window will be assigned our default traffic management profile. This may result in slower than expected speeds until the maintenance work is complete. Customers will automatically be reassigned the correct profile following the work without the necessity to disconnect and reconnect.

Other Notes:-
None.

Kind Regards,

Chris Parr
Customer Support]]> 2008-07-01T16:45:39+01:00 ADSL Dial PN-1214927139 http://usertools.plus.net/status/archive/1214927056.htm Wednesday 2nd July 4.00am - Thursday 3rd July 1.00pm.

Service Affected:-
View My Broadband Usage (VMBU).

Duration of expected customer impact:-
Approx 8 hours on each day between 4.00am and Midday.

Detailed description of work to be performed:-
This work is the continued resilience of the Ellacoya traffic management database. This stage of the work involves switching between the primary site and the DR (backup) site on Wednesday morning and then reversing the switch on Thursday morning. This is necessary to ensure that the DR site can handle the usage data passing through it.

Expected customer impact:-
We will need to switch off parts of our traffic management platform before we can switch between sites. During this time, our Ellacoya platform will not be collecting information on customer usage. This will result in missing VMBU data for some customers between 4am and Midday on both days.
Anyone establishing an Internet connection between 4.00am-6.00am during the maintenance window will be assigned our default traffic management profile. This may result in slower than expected speeds until the maintenance work is complete. Customers will automatically be reassigned the correct profile following the work without the necessity to disconnect and reconnect.

Other Notes:-
None.

Kind Regards,

Chris Parr
Customer Support]]> 2008-07-01T16:44:16+01:00 ADSL Dial PN-1214927056 http://usertools.plus.net/status/archive/1214904559.htm
We are currently reviewing our processes that are responsible for confirming any calls that are made to ensure that the efficiency of these are improved, which will result in all calls being confirmed in a timely manner.

The underlying problem is twofold. Firstly we have seen a large increase of the number of calls we process in recent months, which means our scripts need to be updated to ensure that they can process a larger amount of data in a timely fashion. In addition we are investigating initiating archiving for call data, in a separate location, which will mean that the load on the database is reduced, and the scripts can run at a faster rate.

We shall have further information regarding our next steps in resolving this problem later on this week.

Please accept our apologies for any inconveniences or frustration that this issue may be causing.

Kind Regards,

James Bailey
Customer support]]> 2008-07-01T10:29:19+01:00 Home Phone PN-1214904559 http://usertools.plus.net/status/archive/1214903785.htm Wednesday 2nd July, Thursday 3rd July, Friday 4th July 9.00am-10.00am

Service Affected:-
Traffic Management Platform.

Duration of expected customer impact:-
Approximately 5 minutes per day.

Detailed description of work to be performed:-
We will be upgrading the firmware used by our Ellacoya traffic management switches.

Expected customer impact:-
Each switch will need to be reloaded as part of this work. Whilst this is done there will be no traffic management controls in place. This could potentially lead to a period of up to 5 minutes during which some users may notice a reduction in their broadband speed.

Other Notes:-
This is an update to the previously posted planned maintenance announcement unfortunately posted with incorrect dates, many apologies for the inconvenience.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-07-01T10:16:25+01:00 Internet Connectivity PN-1214903785 http://usertools.plus.net/status/archive/1214575544.htm Monday 5th July 9:00am-10:00am.

Service Affected:-
Traffic Management Platform.

Duration of expected customer impact:-
Approximately 5 minutes.

Detailed description of work to be performed:-
We will be upgrading the firmware used by our Ellacoya traffic management switches.

Expected customer impact:-
Each switch will need to be reloaded as part of this work. Whilst this is done there will be no traffic management controls in place. This could potentially lead to a period of up to 5 minutes during which some users may notice a reduction in their broadband speed.

Other Notes:-
None.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-06-27T15:05:44+01:00 Internet Connectivity PN-1214575544 http://usertools.plus.net/status/archive/1214568501.htm
The problem was caused by one of the backend processes used by the faults2 engine. This has now been resolved and results are now being appended to the delayed tickets.

Please accept our apologies for any inconvenience caused by this issue.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-06-27T13:08:21+01:00 Portal PN-1214568501 http://usertools.plus.net/status/archive/1214500971.htm
This issue is currently under investigation and a further update will be posted as soon as any information is available.

Please accept our apologies for any inconvenience caused.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-06-26T18:22:51+01:00 Portal PN-1214500971 http://usertools.plus.net/status/archive/1214483607.htm Thursday June 20th 14:00 - 14:30.

Service Affected:-
Fax-2-Email service.

Duration of expected customer impact:-
Approximately 15 minutes.

Detailed description of work to be performed:-
The fax-2-email server is currently using higher than normal amounts of
memory, in order to resolve this we will be rebooting the server.

Expected customer impact:-
Customers will not receive emails sent through the fax-2-email service
during this maintenance and dialling customers' fax numbers may result
in engaged tones.

Other Notes:-
None.

Kind Regards,
Mand Beckett
Customer Support]]> 2008-06-26T13:33:27+01:00 Services PN-1214483607 http://usertools.plus.net/status/archive/1214477470.htm Thursday 26th June 1:00pm-3:00pm

Service Affected:-
Community Site and Discussion Forums.

Duration of expected customer impact:-
No customer impact is expected.

Detailed description of work to be performed:-
We will be making some database configuration changes to improve the resiliency of the Community Site platform.

Expected customer impact:-
No customer impact is expected.

Other Notes:-
None.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-06-26T11:51:10+01:00 Other PN-1214477470 http://usertools.plus.net/status/archive/1214411696.htm
This problem appears to have been caused by a connectivity error between servers.

Please accept our apologies for any inconvenience this may have caused.

Kind Regards

Chris Parr
Customer Support]]> 2008-06-25T17:34:56+01:00 Portal PN-1214411696 http://usertools.plus.net/status/archive/1214321211.htm Wednesday 25th June 6.00am-7.00am.

Service Affected:-
Customer Portals, Internal Systems, DNS and Webmail.

Duration of expected customer impact:-
Up to 10 minutes.

Detailed description of work to be performed:-
We are upgrading the firmware on our loadbalancers, during this work there may be a small outage to the above services.

Expected customer impact:-
The above services will be unavailable for a short timeframe during the above maintenance window.

Other Notes:-
None.

Kind Regards,

Chris Parr
Customer Support]]> 2008-06-24T16:26:51+01:00 Services PN-1214321211 http://usertools.plus.net/status/archive/1214229194.htm Tuesday 24th June 2:00am - 4:30am

Service Affected:-
Customer Portals.

Duration of expected customer impact:-
There will be holding pages for the duration of the maintenance window.

Detailed description of work to be performed:-
We are making some alterations to the sign up journey, and will be introducing a new special offer.

Expected customer impact:-
Customers will be unable to access our website for the duration of the changes. Our support team will still be available to answer your queries but will be unable to action any account changes during this period.

Other Notes:-
N/A

Kind Regards,
Mand Beckett
Customer Support]]> 2008-06-23T14:53:14+01:00 Portal PN-1214229194 http://usertools.plus.net/status/archive/1214228679.htm http://usertools.plus.net/status/archive/1214221057.htm

The problem was caused by a stalled SQL process, which has now been terminated, and replication allowed to catch up. We have now reverted to the primary db, and no further issues have occurred.

We'd like to apologise to customers for any inconvenience caused by this issue.

Kind Regards
Mand Beckett
Customer Support]]> 2008-06-23T14:44:39+01:00 Portal PN-1214228679 http://usertools.plus.net/status/archive/1214221057.htm
Our network engineers have failed over to our secondary database in order to restore service whilst the issue is being investigated.

A priority one problem has been raised, which you can follow updates to here: http://www.plus.net/support/service/problems/problem.php?intProblemId=52201

We will post a further update as soon as one is available.

Kind Regards
Mand Beckett
Customer Support]]> 2008-06-23T12:37:37+01:00 Portal PN-1214221057 http://usertools.plus.net/status/archive/1213974653.htm Sunday 22nd June and Monday 23rd June 10.00pm-11.00pm.

Service Affected:-
Broadband Phone.

Duration of expected customer impact:-
Around 30 seconds.

Detailed description of work to be performed:-
Our VoIP supplier will be installing a patch to the software running on their services. Customers may notice their calls are dropped during a 30 second window when the software is restarted, but there should be no downtime or other impact apart from this.

Expected customer impact:-
Calls may drop for 30 seconds.

Other Notes:-
N/A

Kind Regards,

Chris Parr
Customer Support]]> 2008-06-20T16:10:53+01:00 Broadband Phone PN-1213974653 http://usertools.plus.net/status/archive/1213884637.htm Friday 20th June 6:00am-8:00am.

Service Affected:-
Portals, Internal Systems, Email and Webspace

Duration of expected customer impact:-
Approximately 1 hour.

Detailed description of work to be performed:-
We are performing some maintenance on the shared storage across the above services. This is to increase resilience of these areas.

Expected customer impact:-
There is no expected impact, however if there is a problem during the maintenance customers may see small outages on the above services.

Other Notes:-
N/A

Kind Regards,

Chris Parr
Customer Support]]> 2008-06-19T15:10:37+01:00 Services PN-1213884637 http://usertools.plus.net/status/archive/1213719598.htm http://usertools.plus.net/status/archive/1213684525.htm

The script to regenerate customers' lost webstats has completed its run and these should now be available.

Please accept our apologies for the inconvenience.

Kind Regards,

Chris Parr
Customer Support]]> 2008-06-17T17:19:58+01:00 Web Space & FTP PN-1213719598 http://usertools.plus.net/status/archive/1213716473.htm Tuesday 24th June 00:00am - 04:00am

Service Affected:-
Broadband Phone.

Duration of expected customer impact:-
No customer impact is expected.

Detailed description of work to be performed:-
We will be porting the remaining 0845 numbers (those beginning 0845858) across to the new Broadband Phone platform.

Expected customer impact:-
No customer impact is expected.

Other Notes:-
All numbers should continue to work as normal throughout the maintenance window.

Kind Regards,

Matt Taylor
Customer Support]]> 2008-06-17T16:27:53+01:00 Broadband Phone PN-1213716473