Exa Networks - Notice history

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.

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.

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.

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.

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.

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.

We have had confirmation the fault is now resolved on the core link, we will continue to monitor the link but we no longer consider our core network "at risk".

Service has now been restored on the affected core link, however, we are awaiting confirmation from our suppliers that the service is no longer at risk. We will continue to monitor the link and provide further updates.

Engineers are still progressing with the fault, we will continue to provide further updates as they are provided.

Our suppliers have dispatched engineers who are on-site at the moment and are investigating, we will continue to provide further updates as we receive them.

Following the reboot, we monitored the service and everything is back up and running. Sorry for any inconvenience this will have caused the school this morning. If you are still having issues with a lack of internet connectivity when using SurfProtect Quantum, please call our Helpdesk on 0345 145 1234 and we will be happy to investigate.

We are currently in the process of rebooting the affected server and hope to restore service shortly. Next update to be provided by 08:50.

Our Service Team have found the issue was affecting customer using Transparent SurfProtect, following work performed by our engineer service has now been restored. This is a problem we have not encountered before, our team will be running a post-mortem and issuing an RFO, as the reason is not yet fully understood.

All work has now been completed by the suppliers and any customers who were affected should now see and problems resolved. If you are still seeing any issues with performance, please contact our Helpdesk on 0345 145 1234 and we will be happy to investigate.

The suppliers have identified the issue and have started to carry out emergency maintenance to resolve the problems. Customers will start to see improvements and we will update once we know the work has been completed.

Whilst we thought this was initially isolated to our interconnect with our supplier in Manchester, we have since diverted traffic through our interconnect in London and are still experiencing the same problems. We can see that our supplier carried out emergency maintenance last night which seems to have resulted in issues within their network. Further updates from the supplier has confirmed they can see packet loss with the network and they are investigating further. We will update again as soon as we have any further updates.

One Senior Network Engineer had identified packet loss on one of our interconnects with the suppliers, so we are escalating this to be investigated as a matter of urgency. We have also seen other ISPs reporting the same issue. We will update this post again at 10am.

We have carried out in house testing and confirm this is not related to SurfProtect. Our networking team are on the phone with our suppliers, and we will update the status by 9.30am.

The incident has been resolved

As part of our migrations, we unfortunately caused a short service outage that will have affected some Surfprotect Transparent customers for approximately 3 minutes. We apologise for any inconvenience caused.