Monitoring of our open connections shows this issue has returned to normal and most if not all customers have reconnected and are working normally
If you are still experiencing issues, please reboot your router and allow it to reconnect first.
If that does not resolve your issue, please contact our support team who can investigate further
We sincerely apologise for any inconvenience this incident has caused you
Future Tasks
A post incident review and incident report will be created
We have identified a number of actions to take to prevent this issue occurring in future and will be implementing those changes
Mis à jour
Update
Some customers connections are still having issues making a connection. We are urgently investigating the cause of this.
A significant number of other customers are back online
Next Update
12.45PM
Mis à jour
Update
Backup services are running normally, we are still seeing customers connecting so this incident will remain open until we are confident all customers have reconnected
Next Update
12PM
Mis à jour
Update
Our backup authentication server is up and running and we are seeing customers reconnect and resume normal service
Please await your router to reconnect to our backup server
Estimated Time of Repair
We anticipate it may take up to another 30 minutes for all customers routers to call home and reconnect
We will continue to monitor the situation
Next Update
11.30AM
Mis à jour
Update
We have identified the issue and are working on a fix now
Backup authentication server should be taking over and customers reconnecting as their routers retry the connection now
Estimated Time of Repair
11AM
Next Update
11AM
Problème signalé
Summary
Some customers internet connection has become disconnected from our authentication service, and will be offline while it tries to reconnect
Date \ Time
Today from approx. 10AM
Service Impact
Internet connectivity
Customer Impact
Any customer may be impacted
Your router may disconnect from the internet and stay offline while it reconnects to our backup authentication server
Workaround
Please wait for your router to reconnect to our backup server, it should only take a few minutes to try again