Our engineering team are currently investigating an issue with our web portal, we apologise for any inconvenience caused. Access to our VoIP and hosting control panels are not affected.
Update: 18:15: This issue has now been resolved. A new revision of the portal was due for Sunday, and in order to minimise downtime, this has been brought forward. If customers experience any problems with the new portal, please raise an incident with our support team. Most functionality is also available in our VoIP and hosting control panels, with the exception of broadband controls.
One of our customer facing caching DNS resolvers, with address 193.111.200.91 was not responding to DNS queries from around 04:00 until just after 07:00 today. Customers are advised to configure computers and phones with at least two resolver IP addresses:
193.111.200.91 and 193.111.200.191
We have corrected the problem and reported this fault back to the engineers who set up these machines. We apologise for any inconvenience caused.
Some customers are seeing problems making and receiving calls using our IAX platform. Our server admin team are working on this now and we will update here as soon as possible.
SIP and centrex users are unaffected by this.
We apologise for any problems this is causing
***Update 14:00***
We have removed one of the IAX machines from the cluster and rebooted. We have now put this machine back into the cluster and tested. It is now handling calls as expected. We have opened an internal issue for both our VoIP development and sysadmin teams to investigate the cause so we may better protect against problems like this in future.
We apologise again for any problems this has caused you
Starts: 2010/02/03 01:00 Ends: 2010/02/03 06:00
Our ADSL carrier is performing engineering work on Wednesday 3rd February 2010, this maintenance window will open at 01:00 and close at 06:00
During this time, customers may become disconnected from the network , this may happen more than once during the maintenance window.
Our carrier is performing network upgrades at the exchanges listed below in order to enhance the Quality of Service offered to customers.
We would recommend first power cycling your router if you find you are unable to gain internet access on Thursday morning after this work has been completed.
- Abingdon Frome
- Accrington Fulham
- Acomb Fulwood
- Acton Glossop
- Aintree Gloucester
- Amersham Golders-Green
- Anfield Golders-Green
- Ashford Goole
- Ashington Grantham
- Ashton_On_Ribble Great Barr
- Astley-Bridge Great-Crosby
- Aycliffe Greenford
- Bagshot Greenford
- Bamber-Bridge Guisley
- Beauchief Halifax
- Bedlington Hammersmith
- Bewdley Hampstead
- Bishops-Stortford Hampstead
- Bishops-Stortford Harehills
- Blackburn Harestock
- Bloomsbury Harlesden
- Bloomsbury Harlow
- Bordon Harlow
- Bournemouth Harrogate
- Bowes Park Harrow
- Bowes-Park Harrow
- Bracknell Headingley
- Bradford Heath Hayes
- Brimscombe Heaton-Moor
- Broadwell Hednesford
- Broomhill Hemsworth
- Broughton Hertford
- Burnham Hexham
- Burnley Higher-Bolton
- Burntwood Hoddesdon
- Burton-On-Trent Holywell
- Bury Hooton
- Byfleet Horsforth
- Caerphilly Horsham-Carfax
- Caldicot Horwich
- Calne Houghton-Le-Spring
- Camberley Hounslow
- Cannock Hounslow
- Canonbury Huddersfield
- Canonbury Huntingdon
- Cardiff Empire Hunts-Cross
- Carnforth Huyton
- Castleford Hyde
- Caversham Irby
- Cheltenham Keighley
- Chepstow Kenfig Hill
- Chertsey Kensington Gardens
- Cheslyn-Hay Kentish Town
- Chesterfield Kenton Road
- Chester-North Kidderminster
- Childwall Kings Cross
- Chippenham Kings-Cross
- Chorley Kingsmead
- Christchurch Kingswinford
- Churchtown Kingswood
- Cirencester Kneller Hall
- Cleckheaton Lark-Lane
- Clerkenwell Layton
- Cleveleys Leamore
- Clitheroe Leatherhead
- Colchester Leatherhead
- Coleford Leyland
- Conisbroug Lichfield
- Cosham Littleborough
- Cross Hills Liverpool-Central
- Crossgates Llanelli
- Darlington Llantrisant
- Darwen Lymington
- Daubhill Maghull
- Denton Maida-Vale
- Dereham Maida-Vale
- Devizes Maidenhead
- Dinnington Malvern
- Dorking Marlow
- Dorking Marple
- Drayton Marton
- Droitwich Melksham
- Dudley Melrosegate
- Dursley Middleton
- Earls Court Midsomer-Norton
- East Mill Hill
- Eastleigh Milnsbridge
- Ecclesfield Mirfield
- Edgware Morecambe
- Edgware Morley
- Egham Morpeth
- Elland Morriston
- Enfield Mortlake
- Evesham Mortlake
- Fallings-Park Mosborough
- Felixstowe Muswell-Hill
- Fernhill-Heath Muswell-Hill
- Finchley Neath
- Fleet Nelson
- Formby Neston
Our network engineers are investigating an outage with our connectivity to Sovereign House, which may prevent customers from reaching our network and services, although we have not yet received indepdendent confirmation of this. We will keep this page updated as soon as further information is available.
Update 05:51 : This problem was first detected by our monitoring systems just after 4AM. We have confirmed that this is likely to cause VoIP registration issues for some customers. Our network engineers are working with our transit providers to restore connectivity. We are not able to provide an ETA for restoration of our link with Sovereign House at the moment. We apologise for any inconvenience this will be causing customers are are are working to ensure the link is restored by UK business hours.
Update: 06:14: We have opened an internal issue - 3108 for linking customer incidents where problems are proven to be related to this fault. Typical problems involve not being able to send or receive email, and phones not registering. You are still able to reach our web-site at www.gradwell.com
Update 06:50 - This issue appears to be resolved, however, we are awaiting an update from our network team to confirm the status of the resolution.
Update: This issue was resolved just before 07:00 and was related to one of our transit providers’ routers due to overnight maintenance. If you are experiencing any issues with phones this morning, please try to reboot them, many phones will not continually retry if there is a network issue. If problems persist, please contact our support team, who will be happy to advise.
We are currently experiencing an issue with our Unified Comms platform which is preventing registrations by SIP desktop phones and Softphones. This issue does not affect calls routed to mobile devices. We are currently working to resolve this issue as quickly as possible but do not have an ETA at this time for a fix. In the interim customers unable to receive calls may wish to update their call routing rules to send calls to a mobile device as these calls are unaffected. For more information on setting call routing on Hosted Unified Comms platform please see http://www.gradwell.com/support/howto/article/526
***Update 22:12***
If users are finding diverting calls difficult, we can divert to a PSTN of your choice if necessary. If you wish us to action this, please raise a ticket to support@gradwell.com with your Unified Comms telephone number and the PSTN number of your choice and we will make the changes for you.
We apologise for any problems caused by this and would like to assure all users we have our entire TCSA team working on this issue.
***UPDATE*** 22:54
We have restored service to the Unified Comms platform and all SIP phones should now be logged or logging back in. If you are still seeing any problems after a reboot has been performed, then please raise a support ticket to support@gradwell.com.
Again, we apologise for any problems caused.
Some users and partners have seen a slow down in control panel access, to combat this we have added in another CPU to the server that handles control panel access for customers and partners.
This should result in a quicker, more stable service.
Please be aware that we are currently seeing issues with IVR menu’s on our VoIP system. We are currently investigating the cause of this and hope to have the issue resolved as soon as possible.
We apologise for any inconvenience caused and will post further updates shortly.
UPDATE: 09:28 - This issue has now been cleared by our system admins and all IVR menus are now working again correctly.
We are currently experiencing an outage of one of our home file servers. We are attempting to restore service as quickly as possible. Services affected include web hosting, shell servers, ftp servers and any other service that relies on /home folders.
***UPDATE 10:36***
We have temporarily moved the affected user filestores to a different virtual machine and these user folders should now be available but only in read only mode. Our sysadmin team are currently working on rebooting and reinstating the original virtual machine to enable full access.
***UPDATE 12:30***
We have moved all filestores back to the original host and have been monitoring for the last 30 minutes. All is running as expected and service should now be back to normal.
If you are still seeing any issues, please raise a support incident to support@gradwell.com and we will investigate on a case-by-case basis.
Our apologies for any problems this has caused you.
Due to the current adverse weather conditions we will be operating on reduced staffing levels on our customer services team.
This may increase wait times for Billing, Support, Porting and DSL support. We would advise if necessary to raise an incident with our support team to do so via email to support@gradwell.com , please be aware that there will also be an increase in time taken for ticket responses.
