http://status.plus.net/ RSS Feed of Plusnet Service Status Postings en-us Wed, 08 Feb 2012 17:30:15 GMT status@servicestatus.plus.com status@servicestatus.plus.com http://usertools.plus.net/status/archive/1328722144.htm
Some broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week. There are also some customers whose usage is spread over two months.

While all other customers' usage amounts are correct, if you have the option to view a breakdown of your 'Internet activities' you may find that these percentages aren't populating or are inaccurate.

Our engineers are still working to resolve this and, as yet, we don't have an estimated time for this to be fixed.

A further update will be provided tomorrow.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Wed, 08 Feb 2012 17:29:04 GMT http://usertools.plus.net/status/archive/1328722144.htm Portal pn-1328722144 http://usertools.plus.net/status/archive/1328717545.htm Tomorrow morning, 9th February.

What does it affect?
Access to our website.

How long will it take?
About two hours.

What does the work involve?
We're doing some essential maintenance work on the back end systems that collate broadband usage.

Am I likely to notice the work?
Yes. Our website will be unavailable for the duration of the maintenance work and holding pages will be in place. There will also be a delay following the work before any new usage is shown on the broadband usage reporting page in your member centre.

Is there anything else I need to know?
No.

Kind regards,

Matt Taylor
Customer Support]]> Wed, 08 Feb 2012 16:12:25 GMT http://usertools.plus.net/status/archive/1328717545.htm Portal pn-1328717545 http://usertools.plus.net/status/archive/1328707152.htm
Some broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week. There are also some customers whose usage is spread over two months.

While all other customers' usage amounts are correct, If you have the option to view a breakdown of your 'Internet activities' you may find that these percentages aren't populating or are inaccurate.

Our engineers are this afternoon implementing the resolution to this. A further update to confirm this will be provided this afternoon.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Wed, 08 Feb 2012 13:19:12 GMT http://usertools.plus.net/status/archive/1328707152.htm pn-1328707152 http://usertools.plus.net/status/archive/1328706857.htm
We believe the changes that our engineers made yesterday have resolved the issue of slow speed during peak times. If you experience a reduced performance during peak times then we would suggest raising a fault via the normal channels.

We will keep this service status open until we are confident that yesterday's changes have resolved the problems.

Please accept our apologies for the continued inconvenience.

Kind regards,

Joanne Pilson
Customer support]]> Wed, 08 Feb 2012 13:14:17 GMT http://usertools.plus.net/status/archive/1328706857.htm Broadband pn-1328706857 http://usertools.plus.net/status/archive/1328631406.htm
Some broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week. There are also some customers whose usage is spread over two months.

Our engineers have now identified the cause and a plan is now being implemented to resolve this. We will update this service status tomorrow when we have more information.

While all other customers' usage amounts are correct, if you have the option to view a breakdown of your 'Internet activities' you may find that these percentages aren't populating or are inaccurate.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Tue, 07 Feb 2012 16:16:46 GMT http://usertools.plus.net/status/archive/1328631406.htm pn-1328631406 http://usertools.plus.net/status/archive/1328618042.htm Tomorrow Morning, 8th February.

What does it affect?
Our Roundcube Webmail service -
http://community.plus.net/blog/2011/12/01/roundcube-launch/

How long will it take?
Up to an hour.

What does the work involve?
We're upgrading Roundcube to the latest stable build.

Am I likely to notice the work?
No.

Is there anything else I need to know?
No.

Kind regards,

Bob Pullen
Customer Support]]> Tue, 07 Feb 2012 12:34:02 GMT http://usertools.plus.net/status/archive/1328618042.htm Email pn-1328618042 http://usertools.plus.net/status/archive/1328616225.htm
Our engineers have made further changes this morning that we're hoping will resolve these issue and expect tonight's peak time to be a much better experience.

We will keep this service status open until we are confident that today's changes have resolved the problems.

An update will be provided tomorrow.

Please accept our apologies for the continued inconvenience.

Kind regards,

Joanne Pilson
Customer support]]> Tue, 07 Feb 2012 12:03:45 GMT http://usertools.plus.net/status/archive/1328616225.htm pn-1328616225 http://usertools.plus.net/status/archive/1328616128.htm
Some broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week. There are also some customers whose usage is spread over two months.

Our engineers are now looking into this and we hope to have more information in a further update this afternoon.

While all other customers' usage amounts are correct, If you have the option to view a breakdown of your 'Internet activities' you may find that these percentages aren't populating or are inaccurate.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Tue, 07 Feb 2012 12:02:08 GMT http://usertools.plus.net/status/archive/1328616128.htm pn-1328616128 http://usertools.plus.net/status/archive/1328552274.htm
Our engineers have made further changes this afternoon that we're hoping will resolve the remainder of these problems throughout the course of tonight.

If you suspect you are one of those who continue to be affected by the problem then you may be able to improve the situation by disconnecting and reconnecting.

We will post another update tomorrow once we're able to assess the impact of this afternoon's changes.

Please accept our apologies for the continued inconvenience.

Kind regards,

Joanne Pilson
Customer support]]> Mon, 06 Feb 2012 18:17:54 GMT http://usertools.plus.net/status/archive/1328552274.htm pn-1328552274 http://usertools.plus.net/status/archive/1328547234.htm
Customers who have recently been billed may not be able to see any usage recorded against there accounts since their billing date. Other broadband customers may find that usage has been missing since the problem with our traffic management platform occurred last week.

Customers who have the option to view a breakdown of their 'Internet activities' may also find that these figures aren't populating or are inaccurate.

Our engineers are investigating the problem however we don't expect it to be fixed until the underlying traffic management issues are resolved.

Please accept our apologies for the continued inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Mon, 06 Feb 2012 16:53:54 GMT http://usertools.plus.net/status/archive/1328547234.htm pn-1328547234 http://usertools.plus.net/status/archive/1328533783.htm
Usage is still being collected but for some account types any usage since Midnight on Thursday is not being displayed.

All customers will also find this affects reporting of the 'view internet activities' options in View My Broadband Usage.

We will have a further update later this afternoon.

Please accept our apologies for the inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Mon, 06 Feb 2012 13:09:43 GMT http://usertools.plus.net/status/archive/1328533783.htm pn-1328533783 http://usertools.plus.net/status/archive/1328527128.htm Today, 6th February.

What does it affect?
Our email storage platform.

How long will it take?
A couple of minutes.

What does the work involve?
We're making some changes to accommodate the migration of Vodafone@Home customers to our email platform.

Am I likely to notice the work?
No.

Is there anything else I need to know?
No.

Kind Regards,

Joanne Pilson
Customer Support]]> Mon, 06 Feb 2012 11:18:48 GMT http://usertools.plus.net/status/archive/1328527128.htm pn-1328527128 http://usertools.plus.net/status/archive/1328523052.htm Early tomorrow morning, 7th February.

What does it affect?
The routing of customers' Internet traffic.

How long will it take?
Up to an hour.

What does the work involve?
We're making changes to our peering arrangements.

Am I likely to notice the work?
It's unlikely. There may be a short network blip during which access to certain websites becomes problematic, although any impact will be negligible and is unlikely to be noticed by customers. More observant customers may notice changes in the way their traffic is being routed when running diagnostic utilities like traceroutes - http://en.wikipedia.org/wiki/Traceroute

Is there anything else I need to know?
No.

Kind Regards,

Joanne Pilson
Customer Support]]> Mon, 06 Feb 2012 10:10:52 GMT http://usertools.plus.net/status/archive/1328523052.htm Internet Connectivity pn-1328523052 http://usertools.plus.net/status/archive/1328369287.htm
Usage is still being collected but for some account types any usage since Midnight on Thursday is not being displayed.

All customers will also find this affects reporting of the 'view internet activities' options in View My Broadband Usage.

We will update this post on Monday, or sooner if there are any changes before then.

Please accept our apologies for the inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Sat, 04 Feb 2012 15:28:07 GMT http://usertools.plus.net/status/archive/1328369287.htm pn-1328369287 http://usertools.plus.net/status/archive/1328301254.htm
Our engineers have identified and fixed the issue. Customers in the first stage of failed billing can now choose the option to continue to browse the internet.

Sorry for any inconvenience this may have caused you.

Kind regards,

Joanne Pilson
Customer Support]]> Fri, 03 Feb 2012 20:34:14 GMT http://usertools.plus.net/status/archive/1328301254.htm pn-1328301254 http://usertools.plus.net/status/archive/1328293608.htm
Usage is not being propagated on some accounts at the moment. Our engineers are continuing to investigate this and we will provide a further update tomorrow.

Please accept our apologies for the inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Fri, 03 Feb 2012 18:26:48 GMT http://usertools.plus.net/status/archive/1328293608.htm pn-1328293608 http://usertools.plus.net/status/archive/1328292349.htm
Our engineers are currently working towards a resolution and we will update this post once we have more information.

Sorry for any inconvenience this may be causing you.

Kind regards,

Joanne Pilson
Customer Support]]> Fri, 03 Feb 2012 18:05:49 GMT http://usertools.plus.net/status/archive/1328292349.htm pn-1328292349 http://usertools.plus.net/status/archive/1328289928.htm
Although most customer's service will now be resolved, if you're still seeing lower than normal speeds on certain activities then please power down your modem/router for a few minutes and then power this back up. Anyone still experiencing speed problems after this should contact our support team by the usual means.

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

Kind regards

Joanne Pilson
Customer Support]]> Fri, 03 Feb 2012 17:25:28 GMT http://usertools.plus.net/status/archive/1328289928.htm pn-1328289928 http://usertools.plus.net/status/archive/1328286468.htm Late Saturday evening into Sunday morning, 5th February.

What does it affect?
Access to the Broadband Faults Troubleshooter on our website.

How long will it take?
Up to nine hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our Broadband Faults Troubleshooter depends on.

Am I likely to notice the work?
You won't be able to access our Broadband Faults Troubleshooter for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
Our support staff will also have limited access to our suppliers fault reporting/diagnostic tools during the maintenance window.

Kind regards,

Joanne Pilson
Customer Support]]> Fri, 03 Feb 2012 16:27:48 GMT http://usertools.plus.net/status/archive/1328286468.htm pn-1328286468 http://usertools.plus.net/status/archive/1328285312.htm
Our engineers have now restarted usage collection and initial checks indicate that usage is starting to propagate onto customers' accounts.

We'll continue to monitor this and will post an update later today.

Please accept our apologies for the inconvenience.

Kind Regards,

Joanne Pilson
Customer Support]]> Fri, 03 Feb 2012 16:08:32 GMT http://usertools.plus.net/status/archive/1328285312.htm pn-1328285312