Exa Networks - Notice history

All systems operational

Notice history

Sep 2025

DarkLight Connectivity Issue
  • Update
    Update

    The incident has been resolved

  • Update
    Update

    Work is continuing to restore the affected service. We have sent our Engineers to the data centre in Halifax to replace some affected hardware. Following supplier maintenance work last night, there appears to have been an unusually high level of optical light on the fibre, which has resulted in damage to the SFPs at both ends. They have now been replaced, and we are starting to see affected services come back online. We will continue to monitor and update this status as soon as we have any more information. Sorry again for the inconvenience this has caused you so far today.

  • Investigating
    Investigating

    A small number of DarkLight customers are currently facing connectivity issues due to maintenance performed by our supplier last night. We are in contact with the supplier to resolve this matter as quickly as possible. We will provide an update as soon as we receive more information from them.

Network Maintenance on Hypervisor connectivity
  • Planned
    September 17, 2025 at 7:00 PM
    Planned
    September 17, 2025 at 7:00 PM

    On Wednesday the 17th after 8pm we will be implementing a config change to the connectivity of one of our Hypervisors in Bradford. This will cause up to a minute of downtime on some services hosted by it. A longer period of disruption during the change window is possible but unlikely.

Rescheduled - Equinix Data Centre - Manchester - Power Feed Maintenance - Day Two
  • Planned
    September 14, 2025 at 6:00 AM
    Planned
    September 14, 2025 at 6:00 AM

    Equinix and their approved contractor will be migrating rack cabinet power supplies to a new Power Distribution Unit within the MA1 Williams House data centre. Elements of the migration work will reduce cabinet power redundancy to a single power feed for short periods. On day two (14th September), the B (secondary) feed to each cabinet will be powered down, unplugged, connected to the new supply, and then powered up. Once this has been confirmed, we will move to the next cabinet. The maintenance window begins at 7 am, with power feed work set to commence from 8 am. Checks will be made throughout to prevent any disruption, and only one cabinet will be worked on at a time. RECOMMENDED ACTION: Customers are requested to ensure all their colocated equipment is dual power-fed and the power feeds are not overloaded. We strongly recommend performing your own site visit to visually verify that all equipment is dual-fed. OUTAGE DURATION: Up to 30 minutes per power feed move.

Rescheduled - Equinix Data Centre - Manchester - Power Feed Maintenance - Day One
  • Planned
    September 13, 2025 at 6:00 AM
    Planned
    September 13, 2025 at 6:00 AM

    Equinix and their approved contractor will be migrating rack cabinet power supplies to a new Power Distribution Unit within the MA1 Williams House data centre. Elements of the migration work will reduce cabinet power redundancy to a single power feed for short periods. On day one (13th September), the A (primary) feed to each cabinet will be powered down, unplugged, connected to the new supply, and then powered up. Once this has been confirmed, we will move to the next cabinet. The maintenance window begins at 7 am, with power feed work set to commence from 8 am. As part of this work, we will need to shut down our Mail Filestores to safely allow the power feed to be switched. There will be up to 30 minutes of downtime where emails will not be accessible. All emails will be present in your domains once the work has been completed. Checks will be made throughout to prevent any disruption, and only one cabinet will be worked on at a time. RECOMMENDED ACTION: Customers are requested to ensure all their colocated equipment is dual power-fed and the power feeds are not overloaded. We strongly recommend performing your own site visit to visually verify that all equipment is dual-fed. OUTAGE DURATION: Minimum 1 hour per power feed move.

SurfProtect Quantum+ PAC Service - Intermittent Internet Access
  • Update
    Update

    Our Service team worked on this throughout the day yesterday, and a fix was deployed at 8:20 pm yesterday. Following this, we have closely monitored the service and are pleased to report that we have closed this outage, as no further errors have been observed. If you are seeing any issues when using the SurfProtect PAC, please report these to the Helpdesk on 0345 145 1234, as they will be isolated incidents.

  • Update
    Update

    Our Services team are continuing to work on a resolution for this issue. We will provide more information as soon as it is available.

  • Investigating
    Investigating

    We are aware that SurfProtect customers who use the PAC service will currently be experiencing intermittent internet access. Our Services team are actively working to resolve this, and we will provide further updates as soon as we have them. Sorry for any inconvenience this will be causing you.

Aug 2025

Fortigate VM - Connectivity Issues
  • Resolved
    Resolved

    We have rolled back the maintenance from last night, and we can see the affected customers are now able to access the internet again. If you are still unable to get online, please call the Helpdesk on 0345 145 1234 and the team will be happy to assist.

  • Investigating
    Investigating

    We are aware that multiple FortiGate VM Firewall customers will currently be unable to access the internet. Our Services team are aware and we are investigating this as a priority. We are sorry for any inconvenience this will cause you this morning.

FortiGate Managed Firewall OS Upgrades
  • Planned
    August 26, 2025 at 6:00 PM
    Planned
    August 26, 2025 at 6:00 PM

    As part of our continued drive to ensure the managed Fortigate solutions are secure, we will be upgrading them to a newer and stable release. The work will be done out of hours to limit the impact, connectivity will be affected as the firewalls will need to reboot during the upgrade. All firewalls will be checked to ensure connectivity has been re-established before we close the maintenance window. We will take a backup of all firewalls before the work starts. Previous issues with this specific upgrade have been considered and addressed.

Email Issues
  • Resolved
    Resolved

    Our Services engineers have identified and resolved the issue. If you are still having issues receiving email, please allow up to 60 minutes before reporting this to our Helpdesk on 0345 145 1234. This allows time for any email to be processed through our systems.

  • Investigating
    Investigating

    We are aware of an issue that is currently preventing Exa ESA Mail customers from receiving emails. Our Services team are investigating this, and we will provide an update as soon as possible. We are sorry for any inconvenience this may cause.

SurfProtect Backend Maintenance
  • Planned
    August 19, 2025 at 1:00 PM
    Planned
    August 19, 2025 at 1:00 PM

    Our services team will be carrying out maintenance work on our SurfProtect backend services, beginning at 2 PM During the maintenance, SurfProtect will continue to operate normally, but the Website Analytics and RTAs will be unavailable. All logs will be backfilled once the work is completed. Our Service Engineers will verify that all work has been successful, and in-house testing will be carried out before the maintenance window is closed.

SurfProtect Backend Maintenance
  • In progress
    August 18, 2025 at 2:34 PM
    In progress
    August 18, 2025 at 2:34 PM

    The maintenance has been completed

  • Planned
    August 18, 2025 at 1:00 PM
    Planned
    August 18, 2025 at 1:00 PM

    Our services team will be carrying out maintenance work on our SurfProtect backend services, beginning at 5 PM on Thursday, 14th August. During the maintenance, SurfProtect will continue to operate normally, but the Website Analytics and RTAs will be unavailable for new data. All logs will be backfilled once the work is completed. Our Service Engineers will verify that all work has been successful, and in-house testing will be carried out before the maintenance window is closed.

Jul 2025

Connectivity Issues
  • Update
    Update

    As all affected VM Fortihgate services have been restored, we will now be closing this status. We will be carrying out a post-mortem to identify the root cause to ensure we do not encounter the same issue when we next upgrade the VM Firewalls. If you are still unable to access the internet, please call our Helpdesk on 0345 145 12345 and the team will be happy to assist. Sorry again for the inconvenience this outage will have caused you this morning.

  • Update
    Update

    We have now rolled back the VM FortiGates, and we are seeing services come back online. We will carry out further investigations to identify what part of the upgrade was the root cause to avoid this happening again. If you are still unable to access the internet, please call our Helpdesk on 0345 145 12345 and the team will be happy to assist.

  • Update
    Update

    We have identified an issue with the VM Fortigate upgrade carried out yesterday evening. We are in the process of rolling back to the snapshot taken before the upgrade, and we will provide a further update once this has happened.

  • Investigating
    Investigating

    We are aware that multiple customers will currently be unable to access the internet via their Exa connection. Our Services team are investigating and will provide an update as soon as possible. Sorry for any inconvenience this may cause you this morning.

FortiGate Managed Firewall OS Upgrades
  • Planned
    July 30, 2025 at 6:00 PM
    Planned
    July 30, 2025 at 6:00 PM

    As part of our continued drive to ensure the managed Fortigate solutions are secure, we will be upgrading them to a newer and stable release. The work will be done out of hours to limit the impact, connectivity will be affected as the firewalls will need to reboot during the upgrade. All firewalls will be checked to ensure connectivity has been re-established before we close the maintenance window. We will take a backup of all firewalls before the work starts.

DarkLight - Sheffield Region Outage
  • Update
    Update

    The service has been restored overnight, and all affected connections will now be online again. From the monitoring, we can see the circuits were back up at 23:40. We apologise for any inconvenience this may have caused you. If you are still unable to access the internet, please call our Helpdesk from 8 am on 0345 145 1234, and the team will be more than happy to help.

  • Update
    Update

    The engineering team have been able to confirm the fibre goes the full distance between the data centres in Sheffield and Leeds, so there is confidence that there is no fibre break. They are currently gaining access to the AQL data centre in Leeds to confirm everything is patched correctly; following this, a further update will be provided. The next update from Exa will be posted no later than 8 am.

  • Update
    Update

    The engineering team are still working to repair the affected fibre, and we are awaiting a comprehensive update from the suppliers. Further updates to follow as we get more information.

  • Update
    Update

    The engineering team arrived on site just after 7pm, and they are working to resolve the issue.

  • Update
    Update

    The suppliers have dispatched an engineering team to investigate the affected fibre. We will provide the next update once the engineers have carried out their investigations. We're sorry for any inconvenience that this supplier outage will be causing you.

  • Investigating
    Investigating

    We are aware that DarkLight connectivity customers in the Sheffield region will currently be unable to access the internet. We have escalated this to the suppliers to investigate. From our diagnostics, there is an issue with one of the main fibres between Leeds and Sheffield. We will provide updates as soon as we have them.

SurfProtect Backend Maintenance
  • Planned
    July 28, 2025 at 8:00 AM
    Planned
    July 28, 2025 at 8:00 AM

    On Monday 28th July, our services team will be carrying out work on our SurfProtect backend services, beginning at 9am. The work is being carried out to apply OS updates and server changes to ensure SurfProtect continues to deliver a stable and reliable filtering service. During the work, SurfProtect will continue to operate normally, but the Website Analytics will be unavailable for portions of the day. All logs will be backfilled once the work is completed. Our Service Engineers will verify all work has been successful, and in-house testing will be carried out before the maintenance window is closed.

Connectivity & Related Services
  • Update
    Update

    Following a period of monitoring, we are happy that all the affected services are now stable and operational again. We will now close down this status. Thank you for your patience while we worked to resolve the outage.

  • Update
    Update

    The VMs have now all been rebooted, and other than the SurfProtect Real Time Alerts & Website Analytics, all other affected services are now operational again. Our Service Engineers are working to resolve the SurfProtect Real Time Alerts & Website Analytics issue, and we will provide an update on this as soon as we can. If you are still experiencing any issues, please contact our Helpdesk on 0345 145 1234, and the team will be more than happy to help.

  • Update
    Update

    Our Service Engineers identified and resolved the underlying issue with the VM Cluster. They are now carrying out a rolling reboot on the individual VMs within the cluster to restore the affected services. We will provide a further update once the work has been completed.

  • Update
    Update

    Following further investigation, our Service Engineers have identified an issue with our VM Cluster in Manchester. This cluster hosts the following services, which will also be seeing issues; Email Webspace Exa Hosted Police CyberAlarm Securus SurfProtect Captive Portal PAC Service SurfProtect Real Time Alerts & Website Analytics SurfProtect Website Classification Exa Education/Moodle We will provide updates as soon as we have them, and we are very sorry for any inconvenience this will cause you this morning.

  • Investigating
    Investigating

    We are currently experiencing intermittent problems with some FTTC/FTTP connections. We are currently investigating.

Jul 2025 to Sep 2025

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