Newnet would like to advise customers that there is a major service outage on the BT network. This appears to be affecting all DSL users in a large area of the UK including Hampshire, Berkshire and surrounding area’s.

We currently do not have an ETA from BT on this issue, but we will update as soon as we have any further information.

Update 31/3/2011 8.50am:  BT have restored service to most of the lines affected, however we are still seeing some lines out of service. Further updates will follow, in the meantime service should continue to be considered as at risk.

Update: 4/4/2011 12.35pm: We have been monitoring affected lines since service was restored. Most users affected who did not have service restored automatically had service restored by powering down their router for 1 hr and then reconnecting. In several cases we have found that routers had been reset or had lost their username/password and required reconfiguration before service was restored.

BT have provided an interim report on the nature of the issue, detailing that a routing change of traffic over their network was made at 1726hrs on 30/3/2011 to resolve a separate and unrelated issue. BT then became aware of a number of alarms and a full investigation involving site visits, managers and vendors was initiated at 1741hrs. At 0350 on 31/3/2011 service was “predominantly restored” and fully restored as of 0636hrs. Approx 7000 20cn and 10,000 21cn users over a number of ISP’s were affected.

Newnet would like to apologies to any affected customers for any inconvenience this may have caused.

Newnet wish to advise customers of an ongoing issue with ADSL lines in the South East of England. Since approximately 1400 yesterday customers would have experienced a loss of internet, but still showing a connection to the exchange (ADSL Sync).

This has been reported to BT and an incident has been raised, it appears to be an issue in the 21cn Faraday Node in London, which serves the South East of England.

If you have any queries regarding this issue, or if you are having problems and unsure if this is affecting you, please feel free to call the Support desk on 0844 854 9289.

UPDATE:

Newnet has been in communication with BT and they believe they have now identified the nature of the issue, but as of yet have not located the problem. Any further updates will be posted as soon as they are available.

UPDATE:31/3/2011 0935hrs: Newnet apologise for the continued disruption to service on 21cn services in the South East of England. Newnet continues to liase with BT as to the cause and further updates will follow as soon as possible.

UPDATE: 11.55am: Newnet are continuing to chase this matter with BT. It does appear there are several other ISP’s also affected by this issue.  We expect a further update from BT before 1pm.

Update: 1650hrs: Newnet have continued to escalate this matter with BT operations today. A BT engineer was tasked this afternoon to undertake emergency maintenance. The majority of users known to be affected are now reconnecting. We are still investigating the underlying cause and resolution with BT. For any further information in the meantime please call Newnet support on 0844 8549289

Update: 4/4/2011. 1230hrs: We have been monitoring affected lines since the issue was resolved and all users appear to have come back into service. We are currently chasing BT for an RFO (reason for outage) report, and will put onto this page as soon as it is available.

We will also be publishing an interim report for any customers until we receive final clarification from BT.

Update: 1850hrs: Newnet have an interim report for this outage until we receive an official RFO from BT. Any customer wishing to receive a copy should email helpdesk@newnet.co.uk

The Carnac Lodge data centre UPS is currently undergoing emergency maintenance. This work is expected to take up to 24hrs.

This status update is for information only. This work is preventative maintenance, however customer services in this colo facility are to be considered ‘at risk’ whilst this work is carried out.

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Newnet wish to advise customers of Planned engineering works on the BT network at the Wolverhampton Node. Customers with a connection routed over this node, and on BT’s 21cn broadband service, will notice an outage of up to 6 hours from 11pm tonight whilst this work is undertaken.

Newnet wish to apologise for any inconvenience this may cause, and for further information or to discuss in detail please call our service desk on 0844 8549289 or log a ticket at support.newnet.co.uk.

NewNet engineers will be performing emergency maintenance on the legacy mail service, dial2.co.uk.
This work will involve replacing the hardware this service runs on due to a failing disk.

Estimated downtime is no more than 1 hour during which time this service will be unavailable. The service is to be considered ‘at risk’ throughout the entire maintenance window.

NewNet apologise for any inconvenience this essential work may cause.