Exa Networks - Notice history

All systems operational

Notice history

Mar 2023

Supplier Maintenance - ADSL / FTTC / FTTP
  • Planned
    March 30, 2023 at 10:00 PM
    Planned
    March 30, 2023 at 10:00 PM

    Our supplier is performing maintenance on their core infrastructure which will result in our xDSL & FTTx services experiencing disruption during the maintenance windows. Our supplier is building a new core network, this change will help with an overall improvement to their services. If you are experiencing any connectivity problems following this work, please call our Helpdesk on 0345 145 1234 and our team will be happy to investigate.

Supplier Maintenance - ADSL / FTTC / FTTP
  • Planned
    March 29, 2023 at 10:00 PM
    Planned
    March 29, 2023 at 10:00 PM

    Our supplier is performing maintenance on their core infrastructure which will result in our xDSL & FTTx services experiencing disruption during the maintenance windows. Our supplier is building a new core network, this change will help with an overall improvement to their services. If you are experiencing any connectivity problems following this work, please call our Helpdesk on 0345 145 1234 and our team will be happy to investigate.

Supplier Maintenance - ADSL / FTTC / FTTP
  • Planned
    March 28, 2023 at 10:00 PM
    Planned
    March 28, 2023 at 10:00 PM

    Our supplier is performing maintenance on their core infrastructure which will result in our xDSL & FTTx services experiencing disruption during the maintenance windows. Our supplier is building a new core network, this change will help with an overall improvement to their services. If you are experiencing any connectivity problems following this work, please call our Helpdesk on 0345 145 1234 and our team will be happy to investigate.

SurfProtect - Latency Issues
  • Resolved
    Resolved

    Our Networking team have mitigated the DDoS attack and all services are now running as normal again. We will continue to monitor our network, but we will close this status down now.

  • Investigating
    Investigating

    We are aware of a DDoS on one of our SurfProtect servers that may be causing customers to see slow response and loading times when using the filtering service. Our Services team are working on this and we will update as soon as we have more information.

Surfprotect Panel Changes Syncronisation
  • Resolved
    Resolved

    All Surfprotect services are now back in sync. If you are still seeing delayed Surfprotect panel synchronisation, please contact our support team.

  • Update
    Update

    We have now restored the synchronisation function; Surfprotect will slowly come back in sync with the Surfprotect panel over the next ~20 minutes.

  • Investigating
    Investigating

    We are currently experiencing an issue with our panel configuration synchronisation system. This will cause any changes made on the Surfprotect panel not to take effect. We are currently investigating the cause of this issue.

Feb 2023

Core Network Maintenance - Peering Service
  • Planned
    February 28, 2023 at 3:00 PM
    Planned
    February 28, 2023 at 3:00 PM

    Our networking engineers will be carrying out a minor change on one of out peering services at the LINX data centre in Manchester. The work will not be service affecting as all customers will be migrated to alternate routes within our network prior to the work commencing. The work is being carried out to to investigate errors that we are seeing on the port, the errors themselves are also non-service affecting. The work will be carried out this afternoon between 3pm and 4pm.

Emergency Supplier Maintenance
  • Planned
    February 27, 2023 at 10:00 PM
    Planned
    February 27, 2023 at 10:00 PM

    Our suppliers will be performing emergency maintenance this evening which will affect one of our core links, this will happen between 22:00 pm and 06:00 am. Network traffic will take alternate routes through our network during the maintenance. If you experience any issues after the maintenance, please call our Helpdesk on 0345 145 1234.

Core Link
  • Resolved
    Resolved

    From extensive monitoring, we can confirm the core link is now repaired and has been stable throughout the night. We will now close down this incident.

  • Update
    Update

    Our suppliers have now repaired the fibre fault and the core link is now back in service. We will continue to monitor for the remainder of the evening before closing the incident.

  • Update
    Update

    Our Suppliers believe they have identified a fibre break and are progressing with rectifying the fault. We will post further updates as we receive them.

  • Investigating
    Investigating

    We have seen one of our backhaul links in Leeds go down, we are in the process of raising this with our supplier to identify the cause of the problem. This is not customer-affecting as we have alternate paths for the traffic in Leeds, however, until the link is restored we should consider Darklight services in Leeds “at risk”.

SurfProtect problems
  • Resolved
    Resolved

    The incident has been resolved

  • Update
    Update

    Service has been restored on the affected SurfProetct Proxy. If you are still experiencing any problems when using the internet please contact our Support team on 0345 145 1234.

  • Investigating
    Investigating

    We have seen alerts for one of our Quantum Proxies which is being investigated by our Services team. Affected customers will experience problems when trying to use the internet. We will provide an update within the next 30 mins.

Supplier - Core Link Issues
  • Resolved
    Resolved

    We have been monitoring the link for the last 2-3 days and are happy to see stability has returned with no further incidents occurring. We are going to close this incident

  • Update
    Update

    Our suppliers have confirmed this outage is linked to the emergency maintenance from last night. They have successfully restored services for the affected core link, we will continue to monitor closely for the remainder of the day to ensure stability remains on the link.

  • Investigating
    Investigating

    One of our core links between London and Leeds has just dropped. This should not be customer-affecting as all traffic will take alternate routes through our network, but until the link is restored we are classifying our core network as 'at risk' Our Networking team is speaking with our suppliers. We will provide further updates as this progresses.

Jan 2023

SurfProtect Issues
  • Resolved
    Resolved

    This problem has been resolved. Our engineers were performing some DNS maintenance which resulted in the DNS settings for SurfProtect to stop working, along with other services. As the DNS entries for SurfpProtect have a short time to live to allow our engineers to migrate traffic in case of hardware failure, the problem became immediately apparent for the service. The Team will perform a post-mortem to see what went wrong and why our testing didn't catch the problem.

  • Investigating
    Investigating

    We've had reports of customers having problems resolving the DNS for some of the SurfProtect Services. Our team have identified the cause and are working towards a resolution. We expect service back within the next few minutes.

SurfProtect & Core Network Issues
  • Resolved
    Resolved

    We have monitored the affected links and services throughout the day with no further issues or disruptions identified.. We will now close down this incident.

  • Investigating
    Investigating

    Some customers may have just seen a lack of internet connectivity for a few minutes. We lost 2 links in our data centre in Manchester, but all services have now recovered. Our Networking and Services engineers are investigating. If you are struggling to get back online following this issue, please call our Helpdesk on 0345 145 1234 and we will be happy to help.

SurfProtect Server Maintenance
  • Planned
    January 19, 2023 at 10:00 PM
    Planned
    January 19, 2023 at 10:00 PM

    We will be rebooting one of our Surfprotect servers this evening at 10 pm to resolve an issue that is not currently customer-affecting. The reboot is being carried out to ensure this does progress to be customer-affecting. The reboot will take around 5 minutes, during which time customers using that service will have a lack of internet on devices that are using the content filtering service. Our Services engineers will ensure all services are back up and running before closing off the maintenance.

Supplier Core Link Issues
  • Resolved
    Resolved

    The Suppliers have now confirmed the service has been rectified and all services should be functioning normally. Our Networking team have confirmed the link is stable and working and no further issues should be seen.

  • Update
    Update

    The supplier's engineers are still on-site at the affected data centers in London. As soon as we have any updates, we will update this status.

  • Update
    Update

    Our suppliers believe the issue has been caused by a faulty line card. They have their engineers onsite in the London data centre and we will provide updates as we get them. The next update will be by 2 pm.

  • Update
    Update

    We have escalated this with the suppliers, and we are just waiting on an update. As soon as we have any more information, we will update this status. The next update will follow by midday.

  • Investigating
    Investigating

    One of our core links between London and Manchester has just dropped. All traffic has now taken alternate routes within our network, but you may see performance issues until this link is brought back in. Our Networking team is speaking with our suppliers to find out what has happened. We will post a further update by 11 am.

Fortigate Firmware Upgrades
  • Planned
    January 15, 2023 at 10:00 AM
    Planned
    January 15, 2023 at 10:00 AM

    We will be carrying out upgrades to our managed Fortigates to patch a vulnerability that has been identified. The work will be carried out between 10 am and 4 pm on both Saturday and Sunday. Customers whose firmware requires an update will experience downtime of up to 20 minutes during this period. We will ensure all devices are operational before closing off the maintenance.

Jan 2023 to Mar 2023

Next