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Outage 10/09/2015

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Outage 10/09/2015

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
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
99 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,138
Thanks: 595
Fixes: 231
Registered: ‎01-01-2012

Re: Outage 10/09/2015

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.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
vendetta
Dabbler
Posts: 22
Thanks: 3
Registered: ‎27-11-2014

Re: Outage 10/09/2015

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.
KevinG
Rising Star
Posts: 990
Thanks: 10
Fixes: 1
Registered: ‎05-11-2008

Re: Outage 10/09/2015

A router restart got me back on.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: Outage 10/09/2015

I've just managed to get a service status up online.
Our engineers are still working on the case.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
alext05
Grafter
Posts: 162
Registered: ‎16-12-2013

Re: Outage 10/09/2015

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.
Community Veteran
Posts: 1,295
Thanks: 31
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Registered: ‎22-06-2012

Re: Outage 10/09/2015

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!
rongtw
Seasoned Hero
Posts: 6,973
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Registered: ‎01-12-2010

Re: Outage 10/09/2015

Member Center ,, Still DOWN  !!!   Embarrassed
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.
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
Community Veteran
Posts: 1,412
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Registered: ‎29-01-2009

Re: Outage 10/09/2015

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!
Plusnet Customer
Using FTTC since 2011. Currently on 80/20 Unlimited Fibre Extra.
nursemorph
Dabbler
Posts: 13
Registered: ‎14-12-2007

Re: Outage 10/09/2015

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
Community Veteran
Posts: 18,894
Thanks: 295
Registered: ‎12-08-2007

Re: Outage 10/09/2015

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.
creamola
Grafter
Posts: 51
Registered: ‎28-10-2007

Re: Outage 10/09/2015

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.
KevinA
Rising Star
Posts: 159
Fixes: 2
Registered: ‎07-02-2013

Re: Outage 10/09/2015

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.
ricke17
Grafter
Posts: 412
Thanks: 5
Registered: ‎19-01-2015

Re: Outage 10/09/2015

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.
Fibre Broadband 80/20, Netgear D7000
mlmclaren
Grafter
Posts: 855
Registered: ‎04-12-2014

Re: Outage 10/09/2015

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