09
Jan
2008
12:27

We are very sorry for the long outage affecting all our ADSL customers on Monday evening. The problem arose around 16:00 when a core router detected an internal error and restarted itself. The cause of the error is being investigated, but such a restart should cause the router to load fail-safe firmware and resume normal operation within 10 seconds.

Unfortunately on this occasion, a configuration error resulted in an old version of firmware being loaded. This alone should not have been a problem, but unfortunately the older firmware was incompatible with the current configuration in a very subtle way, resulting in unexpected behaviour which took significant time to diagnose.

Once the cause became clear, the correct firmware and configuration were restored and service resumed. Due to the way BT’s network reacts to outages in our network, the restoration of connections occurs over a period. Most lines were working again by 19:15. Some lines took longer, some customer routers also needed resetting.

Steps have been taken to prevent such a chain of events happening again. We also apologise for the time it took us to get a status message posted in our support area. This is being corrected.

Finally, some customers had difficulty contacting us by phone. Please use 020 7517 4902 – this also automatically calls a mobile number 07812 811116 as well.

Posted by admin

07
Jan
2008
19:54

The problems have been fixed and normal service has been resumed. We are sorry for the considerable inconvenience. Some changes have been made to prevent this problem happening again.

Posted by admin

07
Jan
2008
18:54

We are experiencing core routing problems. We are trying to solve the issue as soon as possible. We do sorry for the inconvenience.

Posted by admin

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