Connectivity and Service Issues

(This is an interim report as we are awaiting formal incident reports and further details from upstream providers) On Tuesday July 14 morning (09:15) we began to receive reports of slow online speeds. Initial checking showed end connections, our network core and transits were all fine with no issues. Checking further afield we were advised of network issues with International connectivity affected.

10:15 We received word that the problem did not appear to be in relation to any fibre breaks and investigation was continuing.
12:20 We were advised some planned network changes in the area of International connectivity had gone bad. They were in the process of being reversed out.
13:15 Backed out changes did not resolve the issues, and we were told further urgent investigation was taking place.
15:10 All network traffic returned to normal. Recovery actions within one of the carriers got the matter unwound, and we could see things were settling down.

We contacted clients who had rung in to advise and confirm they were all okay. Further details from upstream providers are still to be received, Meantime getting something out to you is important and we have a couple of related points to make.

1) We undertake to phone back anyone who phones in reporting issues during an event such as this. Every effort is made to be able to give accurate and up to date information, even if it is simply that the matter continues to be be worked on. If the issue is ours, we are more actively involved. In this case it was further afield and a number of ISPs and other large networks were affected. We keep in touch as advise what we can.

2) When events occur we seek to advise asap via Webmail login pages, Message of the Day and Status pages. We figure at least it tells you we are aware of an issue and are looking into it. Another step being planned in a phone message which will play to incoming calls. Again it lets you know.
We are also able to send a Text Message to alert of events happening. If you wish to be included in this please let us know. We will add your details into our notification system. A specific announcement will be made later to made to promote this service.

We contantly maintain and monitor many aspects of the network and services. Once all details are in we expect additional practices will be implemented. Above all it is with the goal of maintaining the best network and services possible.

If you have any questions please get in touch.