INITIAL

-Initial Update-

We are investigating a disruption to Supportal

Fault Description:
It has been reported by our assurance teams that Supportal failing to check for PPP. When supportal stops / hangs checking for sync they are unable to bypass to check line data. Stopping them from diagnosing DSL faults. For the duration of this incident, TTB partners will not be able to complete initial diagnostics on faults and TalkTalk agents will also not be able to complete diagnostics for customers. This may cause increases to fault resolution times and customer complaints.

We are currently working to identify the root cause and implement the appropriate resolution.

Further information will be provided within the next update due time. 

Services Affected
                          

UPDATE

Current Status: When running a diagnostic test via Supportal for DSL products we are not getting any PPP details being populated. Investigation So Far: A new incident was raised after agents reported that they are unable to complete diagnostics testing via Supportal on DSL products. When running a test it is hanging. CGI IM were engaged and OSS looked at the issue. OSS have asked for the Network Systems team to be engaged to look at Radius connectivity. MIM has engaged the team lead for Network Systems and they have confirmed this is being investigated now. Next Steps: Network Systems will look into this issue further and advise.

UPDATE

Current Status: When running a diagnostic test via Supportal for DSL products we are not getting any PPP details being populated. Progress Since Last Update: Network Systems were engaged after OSS identified an issue with Supportal trying to pull Radius logs. After doing checks Network Systems confirmed that the Radius connectivity to the MySQL DB had failed. They cleared the processes and restarted the MySQL DB and the the connection has now restored to the DBs. After trying tests on Supportal we are still getting an error and results are not being presented. Network Systems have asked for OSS to be reengaged *which they have been) to investigate why the Radius logs are not getting pulled through to Supportal. N.B It was confirmed during investigations that RAD Tools was also impacted by this and agents were unable to complete FTTC diagnostics. Following the restart of the MYSQL DB a restart of the RAD tools webservice was completed (at 09:02) restoring connectivity to Rad Tools, agents have confirmed it is now working. Next Steps: OSS will investigate why Supportal is still presenting an error with the support of Network Systems.

UPDATE

Service was restored following a restart of the Supportalwebsericesecure application pool on the G6ws1-4 servers completed by OSS at 11:15.