Unforeseen Disruption Due to BT Power Tests - Action Taken
We regret to inform you that recent power tests conducted by BT at the Eldon exchange in Sheffield have caused unexpected disruptions not only to our equipment but also to the services of other Internet Providers. We understand the inconvenience this has caused and would like to assure you that we are taking immediate action to rectify the situation and prevent such occurrences in the future.
First and foremost, we will be addressing this issue directly with BT. Despite the lack of prior notice regarding the scheduled power tests, we will be pursuing appropriate measures to hold them accountable and ensure better communication in the future to prevent similar incidents.
Furthermore, our team is actively working on implementing additional preventive measures to mitigate any potential disruptions going forward. As part of these efforts, we will be installing a larger Uninterruptible Power Supply (UPS) for our main router at the exchange - despite already having an existing UPS specified to the correct size according to our SLA with BT for the backup power we buy from them. This enhancement will bolster our infrastructure and minimise the risk of service interruptions.
We understand the importance of uninterrupted connectivity and we sincerely apologise for any inconvenience caused today. Your patience and understanding during this time are greatly appreciated.
Should you have any further concerns or require assistance, please do not hesitate to reach out to our customer support team.
Thank you for your continued trust and support.
Posted Mar 12, 2024 - 15:23 GMT
Update
Due to unstable power at one of our sites we're expecting intermittent service connectivity for some customers. We hope to have the issue fully resolved within the hour.
Posted Mar 12, 2024 - 14:28 GMT
Monitoring
A fix has been implemented and we are monitoring the results.
Posted Mar 12, 2024 - 13:45 GMT
Investigating
We are currently investigating this issue.
Posted Mar 12, 2024 - 12:56 GMT
This incident affected: Postcode Areas (S1, S3, S6, S11).