Outage: All telephony services (solved)

Dear customers,

We are currently experiencing an outage with telephony. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-11-18 13:32*
End: 2016-11-18 20:00*
Duration: 6:28
Impacted services: All telephony services
Affected Areas: All areas

Update 18/11 20:00: Full capacity is restored, multiple link resets were needed to restore all links. The problem will be investigated and corrective measures will be taken to avoid this issue in the future.

Update 18/11 14:56: The hardware replacement did not have the required effect and telephony is currently running at reduced capacity. We are still looking into solving the issue as soon as possible.

Update 18/11 13:52: The fault was found (hardware failure) and the piece has been replaced. We are following up and monitoring the issue.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Internet services (solved)

Dear customers,

We have experienced an outage with internet services in the Wavre / Charleroi areas. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-11-3 16:15*
End: 2016-11-3 16:40*
Duration: 25 minutes
Impacted services: All services
Affected Areas: 071GIL: 010, 060, 064, 065, 067, 068, 069, 071

Update 4/11/2016 10:15: the solution has been found, proximus is resetting the communication paths one by one, lines should be starting to get back online one by one.  We advise you to reboot your router if you do not see any changes in the status of your connection after 30 min.

Update 4/11/2016 8:08: some lines remain offline, rebooting doesn’t seem to help. These cases are under investigation, we do our utmost to have the issue resolved.

Update 3/11/2016 21:45: Root cause found, works were performed to extend our capacity, and a configuration mistake was made by proximus. The configuration is adapted and we recommend rebooting your device to regain internet access.

Update 3/11/2016 17:00 Recovery of offline customers is our top priority. A lot of the affected lines are back up, but there are still some down.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Voice services (solved)

Dear customers,

We have experienced an outage with incoming voice traffic. The outage has been solved.

Please, find the details below.

Start: 2016-10-06 01:46*
End: 2016-10-06 10:57*
Duration: 9:11
Impacted services: All voice traffic
Affected Areas: all areas

Update 11:26: all voice services are restored and are fully operational. There are still issues with redundancy, but we are working on this with the highest priority. No further unannounced voice issues should occur.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Webmail

Dear customers,

We have experienced an outage with our webmail service. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-10-05 05:30*
End: 2016-10-05 09:25*
Duration: Approx. 4 hours
Impacted services: Webmail
Affected Areas: All

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Voice issues (closed)

Dear customers,

We are experienced an outage with some voice services. A database issue occurred probably due to the power issues last Monday. The database has been restored.

Please find all details below:

Start: 2016-10-05 7:44*
End: 2016-10-05 8:06*
Duration: 22 min
Impacted services: Voice services
Affected Areas: All Areas

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: mail

Dear customers,

We have experienced an outage with our mail server. For now all mail systems are running again.

Please find all details below:

Start: 2016-09-27 15:00*
End: 2016-09-27 15:42*
Duration: 42 minutes
Impacted services: mail
Affected Areas: all

Update 27/09/2016 – 16-00: Mail service is fully restored.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Power outage at edpnet colocation

 

Dear customers,

We have experienced an outage at our colocation in Sint-Niklaas. For now all systems are running again.

Please find all details below:

Start: 2016-09-26 07:00*
End: 2016-09-26 16:50*
Duration: Telephony and web services: 3 hours

Mail: 9 hours 50 min

Impacted services: All telephony services, mail, web services
Affected Areas: All areas

Update 26/09/2016 – 21:30: Incoming voice should be fine now as well.

Update 26/09/2016 – 20:00: We hit the same issue as this morning, power outage of the collocation in Sint-Niklaas, probably due to a faulty UPS, we now bypassed the UPS and are starting all services again.
We added extra protection for the main router and our telephony system so no impact was expected there, but due to a strange coincidence our incoming voice also appears to be impacted by a fiber cut in Brussels that forced a reroute.

Update 26/09/16 – 16:50: High mail latency is solved.

Update 26/09/16 – 14-00: Webmail service is restored, but some customers still could face mail latency about 1 hour due to the huge amount of mails to be delivered on our servers.

Update 26/09/2016 – 12:30: Webmail is currently down in order to avoid too much delay and heavy traffic towards our backup mail system. 

Update 26/09/2016 – 10:19: All impacted services have been restored and are running again. Our mail relays are clearing out their backlogs.  We expect normal mail traffic flow to be resumed soon.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Service degradation / High latency

Dear customers,

We are currently experiencing an outage with internet services, due to paths cut between Brussels and Amsterdam. Traffic is rerouted but customers may notice a service degradation and high latency. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-08-11 11:46 AM
End: n/a
Duration: n/a
Impacted services: all internet services: possible quality degradation, high latency
Affected Areas: all zones

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time

 

Update 22:45 – Issue solved. Traffic is taking the normal path again.


Outage: telephony

Dear customers,

We are currently experiencing an outage with telephony services. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-08-08 02:30 PM
End: 2016-08-08 04:00 PM
Duration: 1 h 30 min
Impacted services: telephony
Affected Areas: all

Update 15h40 : Currently almost all calls are working. Permanent fix expected within a few minutes

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Mail delivery : Solved

Dear customers,

We are currently experiencing an outage with our mail services. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-08-01 21:00*
End: 2016-08-02 10:50*
Duration: 13h50
Impacted services: outgoing/incoming mail delivery
Affected Areas: all

No mails were lost.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time