Some systems are experiencing issues

Stickied Incidents

13th March 2020

General Exa Networks response to COVID-19 Coronavirus

As the Coronavirus is increasingly spreading across the country we want to reassure our customers and partners that we have preparations in place.

We recognise we provide a critical service, on which our customers rely on as part of their own preparations.

Currently we are seeing no direct impact to our daily operations and continue to operate Business As Usual, however, we have taken all reasonable precautions to minimise the risk.

We are all already equipped with the necessary equipment, tools and system access to work remotely and this has been thoroughly tested. A number of our teams already work remotely for various reasons which further confirms our ability to do so. Should the situation require it, working from home or any other location should not affect the level of support or quality of service that we deliver to our customers.

Our people make Exa the company that it is and are our primary concern. We have produced guidance in-line with NHS and Government recommendations which has been shared internally - this includes ways to mitigate the risk of infection as well as advice on containing any potential spread, should anyone be infected.

We have been notified by some suppliers that the implementation of precautionary measures may impact the lead time for new service provision. We are monitoring this situation closely but if you have any concerns regarding a booked appointment please do not hesitate to contact us.

Contact us in the usual way if you have any further questions.

Exa Networks

Past Incidents

28th May 2020

No incidents reported

27th May 2020

No incidents reported

26th May 2020

General Air Conditioning Fault

We have identified a fault in the air conditioning system in our Bradford data centre, a technician is due to the site at 6pm to fix the fault and measures have been taken to keep temperatures within acceptable tolerances in the meantime.

Services are not deemed to be at risk at this point. A further update will be published after diagnostics have been completed.

SurfProtect SurfProtect access

SurfProtect customers in Manchester are seeing 'account is not setup' or 'unmatched account' when trying to use the internet. We're currently working on this issue. Apologies for any inconveniences found.

25th May 2020

No incidents reported

24th May 2020

DSL DSL Disruption

Between 19:41 (23rd May) - 01:00 (24th May) our customers with DSL connectivity, terminating in London may have experienced a disruption to service. This was due to a power failure which has now been restored.

We apologise for any inconvenience, If you continue to experience issues please power cycle your router in the first instance, contact Technical Support if problems persist.