Exa Networks - Notice history

All systems operational

Core Network - Operational

100.0% uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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SurfProtect Quantum / Quantum + Filtering - Operational

99.99% uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 99.99%

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Nov 2024
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Notice history

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Jan 2025

JAN23
Virtualisation Platform (Manchester)
CompletedMaintenance1 hour
  • Planned
    January 23, 2025 at 7:00 PMUTC
    Planned
    January 23, 2025 at 7:00 PMUTC

    Our engineering team will perform essential maintenance on our virtualisation platform in Manchester between 7pm - 8pm this evening related to the work previously on Tuesday, again we expect no impact to any customer services.

JAN21
Virtualisation Platform (Manchester)
CompletedMaintenance1 hour
  • Planned
    January 21, 2025 at 8:00 PMUTC
    Planned
    January 21, 2025 at 8:00 PMUTC

    Our engineering team will perform essential maintenance on our virtualisation platform in Manchester between 8pm - 9pm this evening, we expect no impact to any customer services.

JAN20
Supplier Maintenance
CompletedMaintenance10 hours
  • Planned
    January 20, 2025 at 8:00 PMUTC
    Planned
    January 20, 2025 at 8:00 PMUTC

    Our suppliers will be performing vital maintenance which will affect one of our core links. Network traffic will take alternate routes through our network during this time If you experience any issues after the maintenance, please call our helpdesk on 0345 145 1234.

SurfProtect - No internet when using a Proxy
ResolvedPartial outage21 minutes
  • Resolved
    UTC
    Resolved

    We have received no further reports of issues with the proxy filtering service, and out internal monitoring shows everything working an intended, so we are happy to close and resolve this status. Please call our Helpdesk on 0345 145 1234 and the team will be more than happy to help if you are still experiencing issues.

  • Update
    UTC
    Update

    Our services team have identified and resolved an issue with the GeoDNS service, and we have had reports from affected customers that this service is now working agin via proxy. If you are still receiving the error - Error Proxy connection failed - please ensure you clear your schools local DNS cache. If this still doesn't allow the school to access the internet again, then please call our Helpdesk on 0345 145 1234 and the team will be more than happy to help.

  • Investigating
    UTC
    Investigating

    We have received multiple calls from customers who are unable to access the internet when using SurfProtect. From our diagnostics, we have been able to determine that the issue only affects devices using a proxy, devices using transparent filtering are not affected. Removing the proxy from an affected device will allow it to access the internet, but please we aware that removing the proxy from a device could alter the filtering profile assigned to the user. Our Services team are investigating this and we will provide further updates as soon as we have them.

Dec 2024

DEC19
DarkLight Platform Maintenance - Bradford
CompletedMaintenance1 hour
  • Planned
    December 19, 2024 at 6:00 PMUTC
    Planned
    December 19, 2024 at 6:00 PMUTC

    Our engineering team will be performing scheduled firmware upgrades on the hardware supporting some DarkLight circuits in Bradford on Thursday, 19th December. During this maintenance window, the device will require a reboot, resulting in a brief period of downtime lasting a few minutes. All necessary verification checks will be conducted to ensure systems are operating normally before the maintenance is concluded. If you have any questions or require further information, please feel free to contact us.

DEC10
DarkLight Platform Upgrade
CompletedMaintenance2 hours
  • Planned
    December 10, 2024 at 6:00 PMUTC
    Planned
    December 10, 2024 at 6:00 PMUTC

    Our engineering team will be completing the final stage of the DarkLight platform upgrade in the Bradford region. As part of this work, customers connecting to our Bradford site will be migrating to this new platform. The estimated downtime during the migration is approximately ten minutes. We will ensure all verification checks are completed before closing the maintenance and closely monitor to ensure a seamless transition with minimal impact on services. If you have any questions or need further information, please do not hesitate to get in touch.

SurfProtect Authentication Issues - Windows 11 Update
Resolved47 hours 9 minutes
  • Resolved
    UTC
    Resolved

    Following the hard work by our Services engineers, we are happy to announce that we have identified the root cause of the problem, and that we have successfully deployed and tested a fix. More details of the issue and the steps our SurfProtect customers need to take can be found on the news section of our website - https://exa.net.uk/news/esafeguarding-news/windows-11-24h2-and-surfprotect-ad-proxy/ If you encounter any issues following the steps within the article, please call our Helpdesk on 0345 145 1234 and we will be more than happy to assist.

  • Investigating
    UTC
    Investigating

    We are aware of an issue caused by the Windows 11 24H2 update, which has disabled certain encryption methods and is disrupting the use of the SurfProtect AD proxy service for many users. This manifests as users who are continuously prompted to enter proxy authentication credentials. Exa is actively investigating the problem. In the meantime we are advising users to not to install the Windows 11 24H2 update until this issue is resolved. As soon as we have any more information, we will ensure to update this status. In the meantime, if you have already updated to Windows 11 24H2 and you are having problems, please contact our Helpdesk on 0345 145 1234 and the team will be more than happy to assist.

DEC5
DarkLight Platform Upgrade
CompletedMaintenance2 hours
  • Planned
    December 05, 2024 at 6:00 PMUTC
    Planned
    December 05, 2024 at 6:00 PMUTC

    Our engineering team will be continuing the upgrade of our DarkLight platform in the Bradford region. As part of this work, customers connecting to our Bradford site will be migrating to this new platform. The estimated downtime during the migration is approximately ten minutes. We will ensure all verification checks are completed prior to closing the maintenance and closely monitor to ensure a seamless transition with minimal impact on services. If you have any questions or need further information, please do not hesitate to get in touch.

xDSL / FTTx - Supplier Outage
ResolvedPartial outage8 minutes
  • Update
    UTC
    Update

    The incident has been resolved

  • Update
    UTC
    Update

    From our monitoring, we have identified that all affected circuits are now back online. We will continue to work with our suppliers to identify the root cause, but we will now be closing down this status. If you are still offline, please call our Helpdesk on 0345 145 1234 and the team will be more than happy to assist.

  • Investigating
    UTC
    Investigating

    We have identified multiple internet connections will have gone offline over the last 10 minutes. The vast majority have already recovered, but we can see a few still offline. The issue is at a supplier level and our Networking team are speaking with the suppliers. Any customers who are still offline, please reboot your router before calling our Helpdesk on 0345 145 134 if you are still down.

Nov 2024

NOV28
FortiGate Firmware Updates
CompletedMaintenance2 hours
  • Planned
    November 28, 2024 at 7:00 PMUTC
    Planned
    November 28, 2024 at 7:00 PMUTC

    We will be carrying out continued firmware updates to our FortiGate VM firewalls, which we manage on behalf of our customers. Work is being done to update them to the latest stable release, we have tested the firmware internally and we are happy that it will not have an impact on any of the services or applications running on your FortiGate. We will ensure that every firewall is back up and running before we close down the maintenance. Updates will be done between 7pm - 9pm on Thursday 28/11/24. If you have any questions about this work or experience any issues on this date that you think could be related, please call our Helpdesk on 0345 145 1234 and our team will be more than happy to assist.

Exa Panel - Line Test Tool
ResolvedPartial outage4 hours 3 minutes
  • Update
    UTC
    Update

    The line test tool is now back up and running, we apologise for any inconvenience this will have caused whilst the tool was unavailable.

  • Update
    UTC
    Update

    Following the reboots, all customer portals are back online and working. We are still having issues with the line test tool and our Services team are continuing to investigate the root cause, we will provide further updates to this status as we have more information.

  • Update
    UTC
    Update

    Upon further investigation we have identified that the underlying service what runs the Exa customer portal and payments system is potentially affected. As a precaution we are going to be rebooting the services affected, this will result is the customer portal being inaccessible and payments will not be processed during the reboot process. These reboots will not affect your SurfProtect filtering or connectivity.

  • Investigating
    UTC
    Investigating

    We have noticed issues using the DSL line test tool on our Exa Panel. Our Engineers are aware of this and investigating it.

Exa Panel Issues
ResolvedPartial outage3 minutes
  • Resolved
    UTC
    Resolved

    Our Engineers have resolved the issue affecting the panel. If you still have problems accessing it please contact our Helpdesk Team via email at helpdesk@exa.net.uk or 0345 145 1234

  • Investigating
    UTC
    Investigating

    We are aware of an issue with accessing our Exa Panel https://panel.exa.net.uk. Our Engineers are investigating, and we'll post an update shortly. For any SurfProtect changes please go to https://surfprotectpanel.exa.net.uk or contact our Helpdesk via email helpdesk@exa.net.uk or 0345 145 1234.

Supplier Exchange Outage
ResolvedPartial outage28 minutes
  • Resolved
    UTC
    Resolved

    Our suppliers have confirmed that the majority of the affected customers are now back online. If you are still affected, please ensure you reboot your router again, if that hasn't brought you back online then please call our Helpdesk on 0345 145 1234 and the team will be happy to assist.

  • Update
    UTC
    Update

    Our suppliers are continuing to investigate, but they are seeing some of the affected services coming back online. We would recommend that you reboot your router at this stage, but if you are still affected, please bear with us whilst we wait further updates from the suppliers.

  • Investigating
    UTC
    Investigating

    One of our suppliers is currently experiencing an issue that affects customers connected to specific exchanges. As a result, customers connecting to these exchanges currently do not have access to the internet. - LSEWE - Ewell - EABMD - Broomfield - EAGBD - Great Baddow - NSLNG - Aberdeen Lochnagar - LSORP - Orpington - SSNOR - Bristol North - EACHE - Chelmsford - LWWAT - Watford - MYSHI - Shipley - SSBED - Bedminster - MYGUI - Guiseley - LCCAR - Carlisle - LCBMO - Brampton Please be aware of this situation, as it may impact your services. We will update this status as soon as we have any further information.

NOV21
Core Network Maintenance - Peering Service
CompletedMaintenance1 hour
  • Planned
    November 21, 2024 at 4:00 PMUTC
    Planned
    November 21, 2024 at 4:00 PMUTC

    Our networking engineers will be carrying out a minor change on one of our peering services at our 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.

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