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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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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.            

Wednesday, October 18, 2017 - 14:43

Emergency Maintenance Work on Broadband Infrastructure - 03:00 AM - 06:00 AM on 19-10-2017

Posted 18-10-2017 02:30 PM

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

Thursday 19-10-2017 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.

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.

Tuesday, October 17, 2017 - 12:12

Disruption to Broadband Services 17-10-2017 at 10:45Hrs

Update 17-10-2017 02:40 PM
 
Further to our earlier update concerning an unexpected Broadband Aggregation Router reboot at 10:45 Hrs , 17 October 2017. We are happy to report that sessions have now been returned to their normal mode of operation.

Customers are advised to reboot the CPE if there broadband sessions are still down or facing slowness issue.

Our L3 Team will investigate the root cause of the issue, 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.

Posted 17-10-2017 10:45 AM

We faced Broadband Services Disruption due to unexpected Broadband Aggregation Router reboot at 10:45Hrs , 17 October 2017. Our Network team is working to re-route the broadband sessions on another aggregation router.
 
Our L3 Team is investigating this issue, 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.

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