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Service Status

Notice of service-affecting maintenance and outages

This page contains information about outages and planned maintenance to Cerberus systems.

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Friday, February 16, 2018 - 15:33

Maintenance Work on MyCloud Computing Business Infrastructure - 01:30 - 02:30 on 17-02-2018

Posted 16-02-2018 15:31

We will be performing routine maintenance work on our MyCloud Computing Business Infrastructure at the following time:
 
Saturday 17-02-2018 01:30 to 02:30
 
We are not anticipating any disruption to MyCloud Computing business services or servers hosted on it.
 
If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.


 

Tuesday, February 13, 2018 - 10:51

Disruption to Broadband Services 13-02-2018 at 10:30 AM

Update 16-02-2018 14:00 PM

All links have remained up and operating normally for 24 hours. We have not observed any further disruption to connectivity or unusual behaviour on the network. We are now closing this incident.

Update 15-02-2018 14:00 PM

We have now re-established all links back to the supplier and traffic is gradually converging back to re-distribute load as normal. The network is operating normally. We will continue to closely monitor performance until normal traffic patterns are resumed and we can confirm that all systems are operating normally.

If you experience any recurrence of slow upstream speed or high packet loss on your connection, please contact us urgently on 03452571335 to report the fault.

Update 15-02-2018 12:40 PM

Our supplier has notified us that they have replaced the faulty equipment on their network. However, unfortunately this caused an unforeseen shutdown of one of our interconnects to them. This was not an expected outcome of the maintenance and we have requested a root fault analysis.

As a consequence of the unplanned shutdown of the link, a significant number of PPP sessions were dropped. This caused a short period of downtime on some broadband connections as they re-established their PPP session. However, there is no physical fault present and now that the supplier equipment is replaced and operational, we do not anticipate any further disruption to services.

We apologise for the inconvenience caused. If your service has still not resumed connectivity, please reboot your router. If you still have any problem after that, please contact our support team at support@cerberusnetworks.co.uk or by phone on 03452571335.

Update 15-02-2018 08:10 AM

Our supplier has confirmed that they have identified a faulty card in the equipment that provides one of our interconnects for broadband services. The card was suffering a high-CPU condition which would account for why traffic was passing over the link, but started generating numerous errors when traffic was at substantial rates. The supplier is currently engaged in replacing the faulty card.

At present, we are operating without connectivity to this faulty supplier equipment, though due to earlier measures that we have taken, this should not be affecting our broadband services capacity.

Once the supplier has confirmed that their equipment is working correctly, and verified as such, then we will bring up the relevant links. If this could be service affecting, then we will postpone such work to after business hours.

Update 14-02-2018 16:05 AM

Since the last update, we have been working hard to restore normal functionality and capacity to the broadband network, and to verify this is the case with clients. We have focussed on ensuring reliable and stable connectivity with adequate downstream and upstream bandwidth and very minimal packet loss. We have surveyed customers widely and believe that we have reached this interim target. We will be taking further action between 0600-0700 tomorrow to further optimise traffic flows to ensure no limitations on downstream traffic. This may result in some connections experiencing a PPP session reset, that will cause no more than 30 seconds downtime.

In parallel to this, we continue to work with our supplier partners to resolve the underlying fault. Having eliminated the issue from our network by completely replacing the equipment where the issue was apparent on our network, we will be running through low-level diagnostics of our supplier’s interconnect links to us. This should not cause any significant disruption. We will provide further updates as the work proceeds.

If you are still experiencing unusual connectivity on your broadband service such as very low upstream speed, high latency or packet loss, please email support@cerberusnetworks.co.uk providing as much detail in your description as possible including speed test results, latency and packet loss ratios, as well as the relevant circuitID or telephone number.

Update 14-02-2018 11:45 AM

We have replaced one of our aggregation broadband router over the night but we have observed same issue this morning hence we have applied temporary quick fix as quick resolution.
Our network team is investigating on this issue for permanent fix.

If you continue to have problems with upstream speeds or packet loss on your connection, please email support@cerberusnetworks.co.uk along with speed test and packet drops results. 

We apologise for the disruption to your service.

Update 13-02-2018 03:00 PM

We have identified the fault on our broadband network and have isolated the faulty systems. We continue to work on a final fix for the issue. In the meantime, your broadband connection should work as normal though maximum download speeds may be reduced during peak times. The next updates will be posted in an hour.
 
If you continue to have problems with upstream speeds or packet loss on your connection, please email support@cerberusnetworks.co.uk
 
We apologise for the disruption to your service.

Posted 13-02-2018 10:45 AM

We are experiencing an issue with packet loss and slow speed again on our Broadband Services at 1045Hrs onwards. Due to this issue many ADSL/FTTC lines are affected.
Our Network team is working on it and raised this issue with supplier again.

We shall update you further as soon as we have any further update from supplier.
 
We apologies for the inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Monday, February 12, 2018 - 16:24

Emergency Maintenance Work on Broadband Infrastructure - 01:30 AM - 03:30 AM on 13-02-2018

Update 13-02-2018 09:00 AM

We would like to update you that the maintenance activity has been postponed.

We shall update you further once new schedule date confirmed.

Posted 12-02-2018 04:20 PM

We will be performing emergency firmware upgrade on one of our broadband aggregation router at the following time:

Tuesday 13-02-2018 01:30 AM to 03:30 AM

This may result in between 1 and 3 disconnections of the broadband services.  These disconnections will cause users' routers to re-establish their PPP sessions immediately to other equipment. We do not anticipate any such disconnection lasting more than 5 minutes. If you aren't able to access internet post this maintenance, please reboot your DSL router. 

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.            

Monday, February 12, 2018 - 12:46

Disruption to Broadband Services 12-02-2018 at 1045Hrs

Update 12-02-2018 06:55 PM

We can confirmed that issue is fixed now, we didn't observe any further packet loss/slow speed issue for Broadband services.

There wouldn't be any further update.

We apologies once again for the inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Update 12-02-2018 03:55 PM

We have observed that many of lines are running normal and no packet drops but our network team is still chasing with supplier for further update for permanent resolution.

We shall update you further as soon as we have any further update from supplier.

Update 12-02-2018 02:10 PM

Our network team is still investigating the issue, we have mitigate the issue and it looks like only upload speed issue, we are chasing with supplier for further investigation and update. this case is escalated.

We shall update you further as soon as we have any further update from supplier.

Posted 12-02-2018 12:30 PM

We are experiencing an issue with packet loss and slow speed on our Broadband Services at 1045Hrs onwards. Due to this issue many ADSL/FTTC lines are affected.
Our Network team is working on it and raised this issue with supplier, we are suspecting issue with supplier end.

We shall update you further as soon as we have any further update from supplier.
 
We apologies for the inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Monday, February 5, 2018 - 11:37

Maintenance Work on Broadband Infrastructure - 03:00 AM - 06:00 AM on 10-02-2018

Update 10-02-2018 05:55 AM

The maintenance was carried out successfully and all the sessions are up and running.

If you have any outstanding issues then please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Posted 05-02-2018 11:30 AM

We will be performing emergency firmware upgrade on one of our broadband aggregation router at the following time:

Saturday 10-02-2018 03:00 AM to 06:00 AM

This may result in between 1 and 3 disconnections of the broadband services.  These disconnections will cause users' routers to re-establish their PPP sessions immediately to other equipment. We do not anticipate any such disconnection lasting more than 5 minutes.

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Wednesday, February 7, 2018 - 08:53

Storage/MyCloud PBX Services down - P1 Incident - Resolved

Update: 07/02/2018, 1340Hrs

Issue is resolved.


All services for PBX MyCloud and Storage services are restored and working fine.
There is no further update as issue is fixed.

We apologise once again for inconvenience caused. If you have any queries or any issues, please contact the Support Team on 0345 257 1335 or at 
support@cerberusnetworks.co.uk.

Update: 07/02/2018, 1240Hrs

All PBX MyCloud servers are up and running fine except two. Core team is still working on it .
Downgrading ticket priority to P2.
Next update in 2 hours.

Update: 07/02/2018, 1144Hrs

Many of PBX MyCloud servers are restored and came up. Core team is still working on it . Next update in 2 hours.

Update: 07/02/2018, 1035Hrs

Issue is identified on our cluster storage and core team is working on it. Next update in 2 hours.

Posted 07/02/2018, 0840Hrs

We are experiencing disruption to our Storage Services due to core device malfunctioning. Due to this ongoing issue our myClould PBX service is affected as well.

Our core system team is working on it on priority. We will update you further as soon as further update.

Incident reported at 07/02/2018, 0840 hrs

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at 
support@cerberusnetworks.co.uk.

Friday, December 22, 2017 - 12:39

Maintenance Work on Cerberus NetSTATS 06:00 - 14:00 on 26-12-2017

Update Tuesday, December 26, 2017 - 16:15
 
The maintenance was carried out successfully and NetSTATS is available to serve now.
 
If you have any issues related to NetSTATS operations then please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Update Tuesday, December 26, 2017 - 13:13

The NetSTATS Maintenance work is taking a longer than anticipated. The maintenance has been extended till 26/12/2017 17:00.
 
We apologies for the additional downtime.

Posted Friday, December 22, 2017 - 12:39

We are performing maintenance work on Cerberus NetSTATS system during the following hours:

Tuesday 26/12/17 0600-1400

Access to NetSTATS portal and NetSTATS device notification will not be available during this time.

We apologies for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Thursday, November 2, 2017 - 12:12

Disruption to MyCloud PBX Services 02/11/17 11:05 AM

We recently experienced disruption to our MyCloud PBX Services due to core device malfunctioning. The Disruption was experienced between 11:05 AM and 11:15 AM and affected MyCloud PBX Services.

Our Core Network Team worked on it and fixed the issue. We have kept that device under observation.

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Wednesday, October 25, 2017 - 14:44

Maintenance Work on Broadband Infrastructure - 03:00 AM - 05:00 AM on 27-10-2017

Update 27-10-2017 5:40 AM

The maintenance was carried out successfully and all the sessions are up and running.

If you have any outstanding issues then please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Posted 25-10-2017 02:30 PM

We will be performing maintenance on our broadband aggregation router to increase more bandwidth for new services at the following time:

Friday 27-10-2017 03:00 AM to 05:00 AM

This may result in between 1 and 3 disconnections of the broadband services.  These disconnections will cause users' routers to re-establish their PPP sessions immediately to other equipment. We do not anticipate any such disconnection lasting more than 5 minutes.

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.            

Monday, October 23, 2017 - 12:14

Emergency Maintenance Work on Broadband Infrastructure - 03:00 AM - 06:00 AM on 24-10-2017

Update 24-10-2017 6:15 AM

The maintenance was carried out successfully and all the sessions are up and running.

If you have any outstanding issues then please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Posted 23-10-2017 12:05 PM

We will be performing emergency firmware upgrade on one of our broadband aggregation router at the following time:

Tuesday 24-10-2017 03:00 AM to 06:00 AM

This may result in between 1 and 3 disconnections of the broadband services.  These disconnections will cause users' routers to re-establish their PPP sessions immediately to other equipment. We do not anticipate any such disconnection lasting more than 5 minutes. If you aren't able to access internet post this maintenance, please reboot your DSL router. 

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.            

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