Summary Reports have been received from the Service Delivery team and they have advised users across the business are experiencing timeout/connectivity errors when connecting to portal/Supportal. This is stopping agents from being able to manage customer tickets or provide updates on open cases. Portal users are advising the web page is not loading when trying to connect. This will impact our ability to complete diagnostics on customer services. The issues started at around 19:15 NB the partner facing version at https://ttbportal.mytalktalkbusiness.co.uk is unaffectedN/A
Latest Update OSS Support team have confirmed the Portal is reachable from all four PortalWeb boxes. Socket timeouts are being observed from the load balancer which are currently under investigation with Network Support. A further update will be provided by 22:00.
Latest Update We can now confirm resolution of this incident.
Technical / Suspected Root Cause It was reported that the Portal and Supportal applications were experiencing an outage. Attempts to access the application were failing to an âPage can not be displayedâ error. Network Support investigations identified that connections to the Load Balancer were being refused due to a ARP caching issue on the firewall. To restore service Network Support cleared the ARP cache to restore connectivity. Retesting of Portal and Supportal functionality has since been successfully completed to confirm service restoration as of approx. 21:14. This incident will now be closed with any further root cause analysis being completed via the problem management process.