Last 10 minor outages posts, sorted by last updated
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Jun 23, 10:56 AM (25½ days ago)
CLOSED
Jun 23, 11:15 AM (25½ days ago)
DESCRIPTION
We have noticed some broadband customers over our TalkTalk network lost service at 10:11 this morning, this has been raised with TT who are investigating. Update to follow.....
Resolution:

Closed: 25½ days ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Mar 22, 09:28 PM (3¾ months ago)
CLOSED
Mar 28, 02:00 PM (3½ months ago)
DESCRIPTION
We have been seeing an increase in broadband lines dropping and reconnecting. This started from 9PM Saturday. We're investigating the cause. Skip to the 'resolution' section below for fixes.
Resolution: Summary:
  • A problem with Draytek routers meant many around the country (or world?) have problems staying connected, this affects Drayteks on many ISPs, not just us. This seems to be triggered by some sort of 'attack' against Draytek routers which have vulnerable software.
  • We have sent SMS/Emails to many of the affected customers pointing them to this status post. We have also emailed Draytek for comment.
  • Possible fix #1: We expect a software upgrade to resolve the problem and strongly suggest customers with Draytek routers upgrade their software or try a different make of router.
  • Possible fix #2: If software upgrade does not help, then make sure remote access to the router is disabled, and any VPN service is disabled - especially the ssl vpn and ssh vpn. (In GUI go to: VPN and Remote Access > Remote access control)
  • Last resort fix #3: Replace the router with a different model (at least Temporarily). We have Technicolor routers in stock...
  • Firmware available from: https://fw.draytek.com.tw

Further details as sent out from Draytek:

If you are experiencing this issue, please follow the steps below to troubleshoot:

Disconnect the WAN cable.

Log into the router’s Web UI and check the system uptime. If the uptime is lower than the last known reboot, this indicates the router recently restarted.

Disable Remote Management by going to [System Maintenance] > [Remote Management].

Disable SSL VPN Service by going to [VPN and Remote Access] > [Remote Access Control].

Reboot the router and reconnect the WAN cable.

Monitor the connection to see if the WAN remains stable.

Firmware check and update:

Verify your router’s firmware version. If it is outdated, update it to the latest version.

Before updating, note your current firmware version. If you do not have a copy of the current firmware, download it first.

Take a configuration backup to avoid losing your settings.

If your WAN connection is stable:

Even if your device is not disconnecting, it is good practice to ensure you are on the latest firmware.

If your router is already on recent firmware and the newest version is not marked as Critical, an update may not be urgent but is still recommended for optimal performance and security.

For further assistance, visit our support page or contact our Customer Support team.

Thank you for your patience and cooperation.


Closed: 3½ months ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Jan 23, 11:29 AM (1¼ years ago)
CLOSED
Jan 23, 11:58 AM (1¼ years ago)
DESCRIPTION
At around 11:29 a small number of customers dropped their sessions and reconnected a few minutes later. This was due to our planned work in the datacentre today, though these drops were not expected.
Resolution: The drop for these customers was caused by human error - I do apologise.

Closed: 1¼ years ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Jan 10, 02:10 PM (1½ years ago)
CLOSED
Jan 10, 02:30 PM (1½ years ago)
DESCRIPTION
Investigations underway
Resolution: A crash of the Z.Witless LNS caused a number of lines to drop and reconnect. The cause has been investigated, and is related to an extremely rare race condition. (This is separate to the previous problems we've had in December which have since also been fixed)

Closed: 1½ years ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Nov 17, 10:23 AM (1½ years ago)
CLOSED
Nov 17, 05:18 PM (1½ years ago)
DESCRIPTION
Update from supplier; We've identified an issue impacting customer connectivity. Our initial analysis shows the issue is impacting service in and around London regions. We're currently working through the impact and issue and will look to provide more detail as soon as we have it. We'll keep you informed and updated on developments. Our priority is to restore service to normal operations with minimal disruption as soon as possible.
Resolution: This was caused by a fibre break in the London area - traffic was rerouted, and has remained stable.

Closed: 1½ years ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Jul 01, 12:29 PM (2 years ago)
CLOSED
Jul 01, 07:10 PM (2 years ago)
DESCRIPTION
We're aware of a problem affecting some TalkTalk based lines. We are investigating with TalkTalk.
Resolution: Since the reconnects at 19:09, the packetloss problem has gone away, TalkTalk lines look to be working as normal. Interestingly, a few lines actually started to show small amounts of packet loss on Thursday at 2:20AM, which gradually increased. We'll post more information about the case as and when we get it from TalkTalk.

TalkTalk's conclusion is: We have moved traffic from a faulty card, the card has been shut down, this has resolved the issue.


Closed: 2 years ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Jun 27, 05:44 PM (2 years ago)
CLOSED
Jun 28, 12:24 PM (2 years ago)
DESCRIPTION
We've noticed a number of Talk Talk line drop starting around 17:27. Most have since reconnected. We have opened a ticket with TT to investigate
Resolution: Update from TalkTalk: Some customers got re-routed to alternate core network devices following two short-duration fibre disturbances within our core network. This has been escalated to an on-call engineer for further investigation. TT have now closed the incident.

Closed: 2 years ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Jun 20, 11:06 AM (2 years ago)
CLOSED
Jun 20, 11:05 AM (2 years ago)
DESCRIPTION
We're investigating a spike of reconnecting circuits
Resolution: The LNS was reset by its auxiliary "watchdog" processer, probably as a result of over sensitive tolerances on the power rail monitoring. The LNS is running older firmware on its auxiliary processer and the tolerances have been changed in later revisions. We will schedule an upgrade and will take this LNS out of duty in the meantime.

Closed: 2 years ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Apr 13, 11:08 AM (2¼ years ago)
CLOSED
Apr 13, 04:32 PM (2¼ years ago)
DESCRIPTION
We are seeing an increased amount of TalkTalk Auth issues affecting a small number of customers. TTB have acknowledge a fault their side and are taking steps to resolve. Further updates to follow...
Resolution:

Closed: 2¼ years ago
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MINOR Closed Broadband
AFFECTED
Broadband
STARTED
Nov 09, 03:04 PM (2½ years ago)
CLOSED
Nov 09, 03:08 PM (2½ years ago)
DESCRIPTION
A small number of lines on our 'G.Gormless' LNS reconnected. This is due to the router crashing. The cause is being investigated.
Resolution:

Closed: 2½ years ago
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