Opened on Wednesday 11th November 2020, last updated
Resolved — The supplier has advised that the swap of the affected hardware has been completed as of the early hours of this morning. Services are showing up following the change and good traffic is passing over the network. Please ask any affected customers to power cycle their hardware on-site if they continue to experience issues. The network have apologised to you and your customers for the inconvenience caused.
Monitoring — We have been advised that there has been an issue with the installation of the new hardware. The suppliers are now ordering new hardware to configure and reinstall. Whilst this does mean another Field Engineer will need to be scheduled for the new equipment install, the swap will be completed ASAP. Due to the reboot effected services are now back up - however we will keep you informed on the progress of the new equipment install. Apologies for any inconvenience this caused.
Identified — The supplier has rebooted the device that caused the outage, which we are being advised will have restored most services. The device however is still being replaced, so we have been advised to expect a further outage on changeover (this evening). As soon as we have been advised on the successful replacement of the hardware we will of course update again.
Identified — The supplier unfortunately experienced some difficulty acquiring replacement hardware but are now back on site. We are continuing to receive updates with further information and will advise when the replacement hardware has been implemented. Apologies for the inconvenience to you and your customers.
Identified — Engineers have arrived on site and are accessing the data centre. Further updates should be provided in the next hour. We will continue to update you as soon as we know any more regarding the engineers attendance and fault resolution.
Identified — The supplier is currently investigating and confirms their hardware at the affected site is currently unreachable. Engineers are continuing to investigate and as soon as we are provided any further updates we will advise again.