Outage 10/09/2015

[#1]

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

[#2]

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.

[#3]

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.

[#4]

A router restart got me back on.

[#5]

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

[#6]

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.

[#7]

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!

[#8]

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.

[#9]

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!

[#10]

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

[#11]

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.

[#12]

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.

[#13]

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.

[#14]

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.

[#15]

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