Need help or advice?
Call us FREE 0800 298 2375

REMINDER: Contact details

In the event that the phone system here (and the primary support number which routes via here) is unavailable for whatever reason as happened today as our VOIP system failed as part of the outage, there’s a second, fallback (geographical) number: 01480 411616, which rings directly at our support centre.  this should be used.

We also suggest that all customers subscribe to our mailing list ensuring that copies of these status messages and updates are delivered to you by email or alternatively if you prefer, to your favourite RSS reader.

If you have any questions please email support@merula.net.

UPDATE: core router issues in London & network outages

UPDATE2: initial indications on further analysis are that the DDoD that was targeted at the network core which triggered one of our core routers to cease routing packets correctly. However, it did not shut-down the BGP protocols as part of this with the result that network traffic was black-holed for a large number of destinations for a period of around 30 minutes. Service was restored after the routing processes were re-started in sequence. We will continue to investigate further and update here but we believe that all services are now returning to normal. Some routers may have a stale session and will require a reboot to bring them back on-line.

UPDATE: we appear to have been the subject of a wide-spread DDoS attack (the source of which we’re currently still investigating). This caused two of our core routers to become unresponsive and this adversely affected DNS and routing outside our network.  We have mitigated the attack here and all of the network is coming back on-line now. Please accept our apologies for this outage — we are aware that it affected a large section of our user-base.

We are aware of an issue affecting large sections of our network centred in London. We are working urgently to fix this and will update here as work progresses.

UPS & Generator Maintenance – Avro Court

Our specialist contractors will be working on the Generator and UPS at Avro court late this afternoon for the regular maintenance. This is part of our plan to ensure that the best service is available to customers.

While this work should not have any affect on our services there is a reduction of resilience during the work and there are engineers working on them so there is a very low risk of this affecting our services.

We will update this post once the work completes

 

Christmas & New Year arrangements 2017

Please note that the offices in Huntingdon will be closed between 5PM 22nd Dec and 9AM January 2nd 2018.

Over this period, urgent telephone support calls will still be answered when calling 0845 330 0666. Email support tickets will be handled intermittently, so if the need is urgent, please call the support line who will escalate if appropriate under the SLA.

Our supplier portals will also be “frozen” so we won’t be processing any new orders during this period.

We wish you all a restful & happy Christmas and New Year.

COMPLETED: possible ADSL/FTTC outages: THE maintenance 25/11/17

UPDATE: This work is completed

UPDATE: this should have read THE, apologies.

We are planning a UPS replacement in our data centre in THE following recent problems caused by it, as the rack appears to be at risk of a power loss whenever we work near it. We have a replacement and we plan to swap to that and then investigate at a later date the cause of the issue on the current UPS.

This will mean a brief downtime of some hardware in the rack.  Currently only ADSL/FTTC lines will be customer affecting there, which should just drop and then auto connect at another of our POPS. This will happen during the course of Saturday evening.

If after this work is completed and a router reboot, you’re still unable to connect, please contact support in the usual way.

COMPLETED: last Merula mail server upgrades

The email servers are being upgraded over the weekend starting late on Friday evening to a pair of faster mirrored servers. This won’t affect everyone but during the course of this migration email will appear to have disappeared from in-boxes but this isn’t any cause for concern and is merely a side-effect of the migration process.

No email will be lost; it’s just the final synching process needed to improve the mail-servers for everyone. During the course of the weekend the email should fully re-appear.

New email will be continue to be delivered  straight away – older emails will be restored as the sync process progresses. Any security certificate error messages can be safely ignored for the duration of this migration. These will disappear after both servers are finally fully synced

thos is work is completed if there are any issues with your mail please contact support via the normal routes ASAP.

Merula mail server upgrades

The email servers are being upgraded over the weekend to a pair of faster mirrored servers. During the course of this migration email will appear to have disappeared from in-boxes but this isn’t any cause for concern and is merely a side-effect of the migration process

No email has been lost – it is in the process of being synced. During the course of the weekend the email should fully re-appear.

New email will be delivered instantly – older emails will be restored as the sync process progresses. Any security certificate error messages can be safely ignored for the duration of this migration. These will disappear after both servers are fully synced and updated.

We will confirm when this process has completed.

UPDATE: Broadband packet loss & intermittent connectivity

UPDATE:

We have seen the services starting to recover and our normal traffic profile is virtually back to normal. Any subscribers still to reconnect may require a router reboot if the issue persists.

The fault is still open with our supplier until the overall service has been restored. Our apologies again to those affected.

+++++++++++++++++++

One of our back-haul providers is aware of an ongoing issue affecting a small section of our lines which is causing either packet loss or intermittent connectivity or sometimes both. NOTE: This isn’t affecting all lines but the following STD codes are those seeing issues through this supplier. We expect an update by 14.30. In the meantime, we apologise if your line is one of those affected.

01171 01173 01179 01200 01214 01282 01372 01483 01485 01512 01513 01514 01515 01517 01518 01519 01527 01553 01604 01628 01905 01932 02010 02011 02030 02031 02032 02033 02034 02035 02070 02071 02072 02073 02074 02075 02076 02077 02078 02079 02080 02081 02082 02083 02084 02085 02086 02087 02088 02089 02311 02380

RESOLVED: Power Issue – Harbour Exchange Square

We have become aware of another power issue in Harbour Exchange Square. This occurred this afternoon while no work was being performed by ourselves.

We have raised this to the Data Centre (Equinix) requesting an urgent update. We also have an engineer en route to the site to assist as needed.

Most broadband and leased lines should be working although there will be issues for any service ONLY connected at HEX.

More as soon as we have an update

update: 6:30pm The core issue is now resolved and we are seeing all services in HEX back up and running. We are continuing to check for any remaining issues. There was a issue earlier affecting new FTTC/ADSL logins that was resolved. If you are still seeing an issue please call or email support via the normal routes.

We are continuing to work with Equinix to understand the root cause of the issue

UPDATE 4 Network / Power Issue – Habour Exchange Square

We have lost power to our rack in Harbour Exchange Square. Our UPS held power for a while but the batteries are now exhausted meaning that services that are provided from Harbour Exchange Square are currently affected – this primarily relates to some of our Leased Lines which are single homed. Most other services have re-routed via alternative Data Centres.

The Data Centre Technicians are working to restore power  to the rack asap and we will then expect to see services recover here.

We will update this further as we have the updates.

Note this does not affect services (including leased lines) from other data centres – although there may have been some network instability initially

We are sorry for this issue

UPDATE 14:15 We are starting to see power restored to our rack though there are still some service affected – many are now restored. We are working through these issues and will update this further – However in many cases you should see service restored now

UPDATE 14:22 Equinix (Our Data Centre Supplier in HEX) have just emailed a Incident Update confirming a possible power issue at the facility. We are continuing to see services restore. There are a few remaining services down and we continue to work to resolve these asap. NOTE we have used the opportunity with the power loss to complete the UPS batter replacement – so that there will be no further maintenance on the power within our rack and in the unlikely event of another power fail we now have new batteries in the UPS

UPDATE 15:30 We have restored most services now although it seems the power failure has caused a switch to fail in the rack. All critical services have been moved off of the affected switch and a replacement is being organised to swap out hopefully later this afternoon/evening. There should now be no affected services – However the network should be deemed at risk due to the reduction in redundancy. We will update this once the switch replacement starts

UPDATE 21:10 A replacement switch is now in place and configured in Harbour Exchange square and the remaining services (and resilience) are now restored. There is a need to investigate the power issue further and the data centre may need to change the breaker we are connected to. However this will be a separate planned works and will be announced later. This may be at sort notice BUT will be out of core hours – and will not be today.

We believe service is now fully restored – IF anyone has any ongoing issues please raise them to support via the normal means.

EMERGENCY CONTACTS

The main support number is 0845 330 0666 (geographical 01480 355566)

There’s a second, fallback (geographical) number: 01480 411616. All numbers ring directly at our support centre, manned 24hrs x 365 days a year.

We'd also suggest that all customers subscribe to our mailing list (link above); status messages and updates will be delivered by email.

Subscribe