Unscheduled Outage - Internet Service - 10AM

Løst

Incident Resolved

  • 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
Oppdatert

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
Oppdatert

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
Oppdatert

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
Oppdatert

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
Vurdert

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

Estimated Time of Repair

  • By 11AM or earlier

Next Update

  • 10.45AM
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