topic Re: Outage 10/09/2015 in Community Announcements

Outage 10/09/2015

MattyC — Thu, 10 Sep 2015 08:00:06 GMT

We are in the process of investigating this now. I will provide an update on this thread, and our Twitter pages as soon as I receive more information.
Our systems where we provide the service status are also unfortunately down, but I will endeavour to get one up as soon as I have the facility to.
Really sorry for the inconvenience caused.
Matty

Re: Outage 10/09/2015

MatthewWheeler — Thu, 10 Sep 2015 08:17:15 GMT

Thanks for your continued patience guys.
Customers who can't get online should try a reboot as we're seeing customer come back online now.
We're still investigating the other issues.

Re: Outage 10/09/2015

vendetta — Thu, 10 Sep 2015 08:19:36 GMT

Quote from: MattyC
We are in the process of investigating this now. I will provide on this thread, and our Twitter pages as soon as I receive more information.
Our systems where we provide the service status are also unfortunately down, but I will endeavour to get one up as soon as I have the facility to.
Really sorry for the inconvenience caused.
Matty

This is no excuse really since the removal of the 24/7 for residential customers and only business customers get the full on golden ticket!
Your call times have not improved as promised even after removing the ability to report a problem after 10pm poor excuse by PlusNet started out a good service but those standards are dropping and I can see those so called awards not being so called awarded to PN.
You need a system or management implementation for fault reports after 10pm!
Excuse no more.

Re: Outage 10/09/2015

KevinG — Thu, 10 Sep 2015 08:24:26 GMT

A router restart got me back on.

Re: Outage 10/09/2015

MattyC — Thu, 10 Sep 2015 08:28:52 GMT

I've just managed to get a service status up online.
Our engineers are still working on the case.
Matty

Re: Outage 10/09/2015

alext05 — Thu, 10 Sep 2015 08:31:16 GMT

I had a similar problem at about 7am on 7 September and did a router restart that has fixed it. May I humbly suggest that you had this problem before but perhaps on a smaller scale that didn't warranty shouting from the rooftops.
Somehow, being a spoon whittler looks like a much better proposition than being with Plusnet at the moment.

Re: Outage 10/09/2015

tijara33 — Thu, 10 Sep 2015 08:31:26 GMT

I'm back now but not being able to access the internet since 06.00 hours has cost me a small fortune. Well done PN, thanks for nothing!

Re: Outage 10/09/2015

rongtw — Thu, 10 Sep 2015 08:41:37 GMT

Member Center ,, Still DOWN !!!
The server at portal.plus.net is taking too long to respond.
The site could be temporarily unavailable or too busy. Try again in a few moments.
If you are unable to load any pages, check your computer's network connection.
If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web.

Re: Outage 10/09/2015

WWWombat — Thu, 10 Sep 2015 08:51:23 GMT

Quote from: MattyC
I've just managed to get a service status up online.
Our engineers are still working on the case.
Matty

While I can access the forums, I cannot access the main site, or the member centre, or the support site. I can't get to the service status!
I can't even get there through an EE wireless 4G dongle.
Maybe updates on here would be a good idea too.
And BTW Matty ... the link in your .sig points to the usertools service status archive. That hasn't got a copy of the update either!

Re: Outage 10/09/2015

nursemorph — Thu, 10 Sep 2015 08:56:07 GMT

There's an update on Twitter...that is the only place that has an update as far as I can tell....main website is down so can't check on there...the user tools/RSS Feeds have nothing and the same goes for Facebook. Luckily I am having no issues currently and haven't for over an hour so I am not bothered about servce updates

Re: Outage 10/09/2015

artmo — Thu, 10 Sep 2015 09:02:29 GMT

I'm back up and running but we need to know what caused the problem and why PN seemed so slow in dealing with it.

Re: Outage 10/09/2015

creamola — Thu, 10 Sep 2015 09:08:04 GMT

Quote from: MattyC
I've just managed to get a service status up online.
Our engineers are still working on the case.
Matty

Matty, we can't read this - as www.plus.net main site is completely off air now!
What worries me, is:
1. Your users (not engineers) were the first people to spot the problem - and report in the forums from about 01:00.
2. Nobody from Plusnet seems to have been monitoring either the service or the customer reports - until you spotted them when you came to work.
It is therefore bizarre, that you are running a major consumer and business ISP with apparently no appropriate internal or external alerting of a major DNS issue.

Re: Outage 10/09/2015

KevinA — Thu, 10 Sep 2015 09:11:41 GMT

Can you confirm that all your customer data is safe as its looking very concerning the way you've handled this outage so far. The face that many parts of the service at still down several hours after the initial failure also indicates there is more to this.

Re: Outage 10/09/2015

ricke17 — Thu, 10 Sep 2015 09:14:32 GMT

Touch wood, I was not affected. This is interesting though: http://www.thinkbroadband.com/news/7156-problems-over-at-plusnet.html and here: http://www.theregister.co.uk/2015/09/10/major_plusnet_outage_dns_goes_titsup/
I don't use pn DNS so I don't know if this is why I was not affected.
Rick.

Re: Outage 10/09/2015

mlmclaren — Thu, 10 Sep 2015 09:16:20 GMT

This better not fuck up my migration Plusnet.... it should of started today (10th day since order)

Re: Outage 10/09/2015

garethok — Thu, 10 Sep 2015 09:25:27 GMT

Everything's cleared up for me now, can access all websites and not slow.

Re: Outage 10/09/2015

ITWorks — Thu, 10 Sep 2015 09:29:04 GMT

Just rang the PN service status line ( 10:28am), as usually no one has bothered to put the issue on there , why?
What a great feature especially , when you can not get a service status up on the website. Yet PN choose not to use out , or promote the number to customers . 0800 9176714
This has been brought up numerous yet PN do nothing
Kind regards
Mike

Re: Outage 10/09/2015

dragon2611 — Thu, 10 Sep 2015 09:42:43 GMT

Quote from: tijara33
I'm back now but not being able to access the internet since 06.00 hours has cost me a small fortune. Well done PN, thanks for nothing!

If the internet is so critical to your income you would have failed over to your backup provider no?
I'm afraid I'll never understand why if it's that important people don't have 2 connections with different providers as a minimum level of redudency

Re: Outage 10/09/2015

Timalay — Thu, 10 Sep 2015 09:46:15 GMT

Uk sites (and a few others), wasn't working first thing. Seemed to come back to normal after 9 this morning.

Re: Outage 10/09/2015

martinu — Thu, 10 Sep 2015 09:49:26 GMT

Quote
Just rang the PN service status line ( 10:28am), as usually no one has bothered to put the issue on there , why?
What a great feature especially , when you can not get a service status up on the website. Yet PN choose not to use out , or promote the number to customers . 0800 9176714
This has been brought up numerous yet PN do nothing

Yes I keep telling PN about this issue whenever I report a problem with their servers etc - that they MUST be a LOT more pro-active with updating their Service Status page with precise details of faults, as soon as they are reported and identified as being a genuine problem rather than user error.
In the past when I've mentioned this, they come out with lame excuses like "we'll change the status when we've identified what the problem is", which is far too late. Users want to know "Is everyone having a problem, or is it just me", even though the cause of the problem hasn't yet been identified and a fix isn't yet being worked on.
I get plenty of status emails most days about local broadband outages and intermittent loss of access to PN's web servers (I signe up to their email alerts) but when something really big happens, there's no email and nothing on service status.
These days, it's hardly worth checking Service Status because it almost certainly won't list faults which I know exist. This Community forum is probably a better place to look. Makes me wonder why they have the Service Status on the Portal.
OK, I know that today's problem has affected the Portal as well, so you can't even access Service Status any more, but when I first noticed the problem at about 08:15 and was trying rebooting router, changing to a different router etc, Service Status *was* accessible and listed no faults, even though by then Bob Pullen had responded to one of the threads on this forum to say that the fault had already been logged on an internal PN system. The fact that it was logged internally should have set in motion a process for announcing the problem on all the standard places that customers will look when there is a problem.
Everyone has problems and service outages from time to time, and I'm sure the technical guys are working hard to fix them However PN need to make dramatic improvements to how they keep customers informed of progress and any workarounds (eg the 8.8.8.8 DNS server fix).