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Author Topic: Plusnet outage & recovery instructions  (Read 4623 times)

waltergmw

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Plusnet outage & recovery instructions
« on: April 19, 2012, 04:44:05 PM »

Subject: Broadband network outage (71130) - NEW

At approximately 4.00pm BT Wholesale suffered an unexpected network outage that disconnected a significant number of our broadband customers.

Whilst most customers should be able to get back online now, some will need to reboot their modem or router in order to re-establish a connection. Also, some customers may notice that they are redirected to BT Wholesale landing pages, in the event of this happening please power down your equipment for 20 minutes before attempting to reconnect.

If this doesn't work, then we suggest you try forcing a connection via the configuration pages for your router.

Due to this outage, the network may be out of balance. However if we do need to perform any intrusive balancing at all we will make a further announcement.

In the meantime we'll leave this particular thread open and we'll provide another update later today.

Apologies for the inconvenience,

Kind regards,

Adam Walker
Customer Support
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renluop

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Re: Plusnet outage & recovery instructions
« Reply #1 on: April 19, 2012, 05:40:40 PM »

So that's why I spent a good while fiddling, thinking I may have done something silly this morning. Goes to illuminate my lack of computer self-esteem. ;D
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waltergmw

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Re: Plusnet outage & recovery instructions
« Reply #2 on: April 20, 2012, 08:38:11 AM »

Plusnet are very politely saying they are still rebalancing their network although they think the original problem has been resolved.
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waltergmw

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Re: Plusnet outage & recovery instructions
« Reply #3 on: April 20, 2012, 11:37:04 AM »

Service: Broadband
Posted: Fri, Apr 20 2012 at 11:16:53
Subject: Broadband network outage (71130) - UPDATE

This is an update to yesterday's post about the major service outage which caused a significant number of customers to be temporarily disconnected from the Internet.

The vast majority of users are now back online, however if you are still unable to connect following yesterday's outage please try forcing a reconnection by logging into the configuration page of your router and clicking "connect".

Due to the outage our network is out of balance, resulting in slower speeds and higher latency than normal for some customers. In order to rectify this we are working with our suppliers to get the platform back into balance, in order to do this we may need to briefly disconnect small groups of customers from the Internet so they reconnect back on to the less congested areas of our network.

Thanks for your patience, we'll post a further update later this afternoon.

Kind Regards,

Adam Walker
Customer Support
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waltergmw

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Re: Plusnet outage & recovery instructions
« Reply #4 on: April 20, 2012, 05:16:28 PM »

Service: Broadband
Posted: Fri, Apr 20 2012 at 16:40:08
Subject: Broadband network outage (71130) - UPDATE

This is an update to yesterday's post about the major service outage which caused a significant number of customers to be temporarily disconnected from the Internet.

The vast majority of users are now back online, however if you are still unable to connect following yesterday's outage please try forcing a reconnection by logging into the configuration page of your router and clicking "connect".

Our engineers have performed further work today to bring the network back into balance and we will continue to closely monitor the situation over the weekend. However you may see slower than normal speeds over the weekend. Over the weekend we may need to continue with some maintenance to balance the network.

We'll provide an update on this issue after the weekend.

Kind Regards,

Adam Walker
Customer Support
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Bald_Eagle1

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Re: Plusnet outage & recovery instructions
« Reply #5 on: April 20, 2012, 08:10:57 PM »

Throughput was a bit iffy last night & for part of today, but it seems to be back to normal now:-

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waltergmw

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Re: Plusnet outage & recovery instructions
« Reply #6 on: April 24, 2012, 10:15:44 AM »

Gentlefolk,

All's well that ends well !

Kind regards
Walter

___________________

Service: Broadband
Posted: Tue, Apr 24 2012 at 09:48:27
Subject: Broadband network outage (71130) - RESOLVED

This is an update to yesterday's and last week's posts about the major service outage which caused a significant number of customers to be temporarily disconnected from the Internet.

Following some balancing towards the end of last week and over the weekend the broadband network is looking in a much healthier place. We're happy that there is no longer any impact on speeds or latency and therefore are closing this service status.

Sorry for any inconvenience this may have caused.

Kind Regards,

Chris Parr
Customer Support
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