Feeds

PlusNet launches probe after broadband downtime

Busy couple of days

Beginner's guide to SSL certificates

PlusNet has launched a full investigation after two unrelated events led to customers losing their broadband connections.

A hardware failure at the weekend hit around 5,000 punters, while a separate incident yesterday meant that all PlusNet punters lost their connections for a couple of hours.

The Sheffield-based ISP, which has more than 176,000 broadband users, apologised for both incidents and will write to customers to explain what happened once its investigations are complete.

In a statement, PlusNet marketing director Neil Armstrong told us: "Last weekend we suffered a hardware failure which resulted in around 5,000 PlusNet broadband customers not being able to connect to the internet for several hours. Our engineers quickly remedied this using back-up equipment. This was compounded by one of our carrier suppliers suffering a network DNS issue, which meant some of our customers were unable to see certain web pages. Customers didn't lose overall connectivity as a result of this."

And then there was yesterday.

"Between 7am and 8.30am on Tuesday 8 March, all of our broadband customers lost internet connectivity as a result of planned maintenance on our network over-running from its intended 4am to 6am window," Armstrong said.

"This was compounded by all customers logging back in simultaneously - causing a further network failure. The result of this was that some customers were not able to connect to the internet until around 11am. However, the majority of customers were back online by 10am. Because of these issues, there were very high call volumes into our customer service centre resulting in long waiting times and some customers getting engaged tones."

"I'd like to sincerely apologise to customers who had connectivity problems and couldn't get through to our customer service centre on Tuesday morning," he said. ®

Intelligent flash storage arrays

More from The Register

next story
TEEN RAMPAGE: Kids in iPhone 6 'Will it bend' YouTube 'prank'
iPhones bent in Norwich? As if the place wasn't weird enough
Consumers agree to give up first-born child for free Wi-Fi – survey
This Herod network's ace – but crap reception in bullrushes
Crouching tiger, FAST ASLEEP dragon: Smugglers can't shift iPhone 6s
China's grey market reports 'sluggish' sales of Apple mobe
Sea-Me-We 5 construction starts
New sub cable to go live 2016
New EU digi-commish struggles with concepts of net neutrality
Oettinger all about the infrastructure – but not big on substance
EE coughs to BROKEN data usage metrics BLUNDER that short-changes customers
Carrier apologises for 'inflated' measurements cockup
Comcast: Help, help, FCC. Netflix and pals are EXTORTIONISTS
The others guys are being mean so therefore ... monopoly all good, yeah?
Surprise: if you work from home you need the Internet
Buffer-rage sends Aussies out to experience road rage
prev story

Whitepapers

A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Beginner's guide to SSL certificates
De-mystify the technology involved and give you the information you need to make the best decision when considering your online security options.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.