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MINOR Closed VoIP and SIMs
AFFECTED
VoIP and SIMs
STARTED
Mar 26, 12:11 PM (8¼ days ago)
CLOSED
Apr 01, 09:00 AM (2½ days ago)
DESCRIPTION
We are aware of an issue presently with ordering UK mobile numbers through our website. We have raised the issue with our supplier and are currently awaiting a response.
Resolution: Mobile (07) numbers are now available to order again.

MAINTENANCE Completed DNS, Email and Web Hosting
AFFECTING
DNS, Email and Web Hosting
STARTED
Apr 03, 05:30 AM (17¾ hours ago)
CLOSED
Apr 03, 05:56 AM (17¼ hours ago)
DESCRIPTION
We will be taking webmail offline for maintenance this Friday morning, between 5:30 and 6:00. We will keep downtime and disruption to a minimum. Apologies for the short notice; this is essential maintenance.
Resolution:

MINOR Closed DNS, Email and Web Hosting
AFFECTED
DNS, Email and Web Hosting
STARTED
Apr 02, 08:17 PM (1 day ago)
CLOSED
Apr 02, 08:24 PM (1 day ago)
DESCRIPTION
Webmail is currently broken. We are working on it.
Resolution:

MINOR Closed Email
AFFECTED
Email
STARTED
Mar 30, 09:40 AM (4½ days ago)
CLOSED
Mar 30, 10:00 AM (4½ days ago)
DESCRIPTION
We're investigating a problem with customer being unable to log in to webmail.
Resolution: We apologise for the disruption this caused customers this morning.

MINOR Closed Data SIMs
AFFECTED
Data SIMs
STARTED
Mar 25, 09:45 AM (9½ days ago)
CLOSED
Mar 25, 10:25 AM (9¼ days ago)
DESCRIPTION
Our data only SIMs are currently offline - we're investigating the cause.
Resolution:

MAINTENANCE Completed Broadband
AFFECTING
Broadband
STARTED
Mar 20, 09:30 AM (14½ days ago)
CLOSED
Mar 28, 10:00 AM (6½ days ago)
DESCRIPTION
Over the coming couple days we will be configuring four additional LNSs on to our network. LNSs are the routers that customer broadband lines connect to and these will increase our capacity. These were physically installed in to the datacentre earlier on in the year so we don't need to send staff in to London. There will be some disruption as part of this as we will need to force broadband lines to reconnect to these new LNSs. We'll be doing this overnight so as to minimise disruption. We'll update this post prior to the overnight work.
Resolution: This work has been completed successfully. We have an additional four LNSs in service which increases our overall capacity.

MAINTENANCE Completed Maidenhead datacentre
AFFECTING
Maidenhead datacentre
STARTED
Mar 05, 08:00 AM (29½ days ago)
CLOSED
Mar 05, 10:02 PM (29 days ago)
DESCRIPTION

From the datacentre:

As part of Pulsants planned maintenance regime, we have been informed by the power company that they need to undertake a inspection of the infrastructure that delivers power on site, in alignment with these works, we have decided that we will align these works with our annual darken building test to ensure all infrastructure works correctly in the event of a full loss of mains power and to minimise further interruptions.

WHY: The Annual Darken Building Test and transformer inspections forms part of our stringent maintenance regime and this is to ensure all infrastructure works at its optimum but also to ensure it correctly operates in the event of a full loss of mains power to site. To do this we will be working with our 3rd party contractors and the electricity company to isolate the mains power to the site and perform essential testing of our HV and LV infrastructure and then to carry out the transformer inspection work. During this period, it will be necessary to run the site on generators. Pulsant will follow our Darken Building Test procedure, which will isolate the incoming utility supply to site The testing will be completed by Pulsant staff and a number of specialised 3rd party contractors.

The following works will be carried out; -
1. Isolation of utility mains incomer to site.
2. Monitor failover to Generator and ensure supporting site (Power to Racks will remain UPS protected throughout).
3. Isolation of Transformer to site
4. Carrying out associated inspections on the infrastructure
5. Once inspections and servicing has been completed the power will be restored in a controlled manner.
6. Reinstatement and check that all services back to a normal state.

Monitoring will continue for a further 40 minutes post restoration of utility power to ensure there are no outstanding issues.

All diesel supplies to the site have been checked and confirmed adequate supplies, reserve supplies are on standby. Once works have been completed, the fuel supplies will be replenished accordingly. We have provisioned a maintenance window of up to 10 hours to allow us an adequate time window to complete all the necessary inspections, tests and servicing. All personnel will remain on-site during this maintenance window and for a period of up to 1-hour post the maintenance being completed window. Works are expected to be non-service affecting as customers will remain on UPS protected supplies throughout until all works have been completed. This maintenance does involve changes to power source to the site, hence an At-Risk notification is being sent out.

Pulsant has been preparing extensively for this scheduled Darken Building Test and worked with the associated external parties to align these works.

We will have a number of different contractors and Pulsant personnel on site including expert contractors to support our Generators, UPS devices, electrical infrastructure and most importantly Pulsant network and site support staff. We have worked with the electricity utility supplier to mitigate risk as far as possible, below is the planned approach with regards to completing all necessary works and undertaking this Annual Darken Building Test

SERVICE IMPACT: NONE - No interruption or disruption to service is expected during these essential works, however due to the level of switching that will be undertaken during executing our Darken Building Test procedure and isolation of power so that the mains incomer and transformer can undergo their inspection, we are issuing a courtesy At Risk notification to all our customers.

WHEN: Thursday 5th March 2020, commencing at 08.00 GMT and completed by Thursday 5th March 2020 by 17.00 GMT. To mitigate risk and impact, Pulsant have scheduled for these works to be carried out during the working day. The At Risk window will be kept to an absolute minimum and the site will have utility mains power restored and resuming full site protection at the earliest opportunity.


Resolution:

MAJOR Closed General
AFFECTED
General
STARTED
Feb 27, 08:00 AM (1 month ago)
CLOSED
Feb 27, 09:15 AM (1 month ago)
DESCRIPTION
We're investigating networking problems with our Maidenhead datacentre. This will be affecting hosted services and access to some of our services such as VoIP and outbound email.
Resolution: Sorry for the delay providing more information. Due to the nature of the incident we prefer not to go in to too much detail publicly. Staff are willing to talk to customers who may be concerned about this, so please do get in touch. The incident lasted just over an hour and did cause various amounts of disruption. There are lessons we can learn from this incident and will be working on further improvements.

MAINTENANCE Completed Email services
AFFECTING
Email services
STARTED
Jan 30, 06:00 AM (2 months ago)
CLOSED
Jan 30, 08:00 AM (2 months ago)
DESCRIPTION
We will be carrying out tests of some internal systems on Thursday morning from 6AM through to 7AM. These tests may have a small impact of connectivity to other services, namely POP3 and IMAP for email. Any disruption should be short lived and not noticeable.
Resolution:

MAINTENANCE Completed Broadband
AFFECTING
Broadband
STARTED
Jan 29, 06:00 AM (2 months ago)
CLOSED
Jan 29, 07:28 AM (2 months ago)
DESCRIPTION
We will be carrying out some work Wednesday morning from 6AM through to 8AM as part of bringing up new hostlinks to BT. We do not expect this to have an impact on services, but it is a period where work is being carried out on our core network and so is considered an 'at risk' period of time.
Resolution: