Jul 20, 16:54 BST
This incident has been resolved.
Jul 13, 23:17 BST
We have identified that at approximately 4.30 there was a problem with the main internet provider (Level3) to our main provider (Wavenet) for our telehouse servers in London. Our traffic re-routed to their backup provider, however, it seems that this connection does not fully support access to all of Gradwell's network and as a result we were only partially available.
In addition, we found that a our VoIP platform could not then connect to much of the internet and it became significantly overloaded as it re-tried calls multiple times.
Wavenet have re-enabled their main london provider and this has brought all services fully online.
We can see calls being processed and the systems are recovering their full capacity.
We will post a further update to this incident & a postmortem early next week.
Jul 13, 18:21 BST
We have restored partial service, but can see multiple problems remaining with phone call handling. We are continuing to work on restoring full service.
Jul 13, 17:55 BST
We are currently investigating a potential router failure in telehouse, which is causing an interuption to service for customers of our voice and broadband services. We are in the process of removing it from service which we expect will take upto 30 mins. We will provide a further update at 5.30pm.
Jul 13, 17:13 BST