Outage: “My edpnet” is unavailable

Dear customers,

We are currently experiencing an outage with our My edpnet service. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

Update 12/03/2024 at 9:50:

Dear Customers,

We have found that unauthorised persons have accessed the administrative systems at edpnet due to a cyber attack.

By responding quickly and appropriately, the incident was limited to a few administrative systems and there was no impact on customers’ connectivity services.

Technical issues

We are currently experiencing technical difficulties as a result of this breach, which means that you are currently unable to log into my edpnet. We are working on a solution with the highest priority to restore access and further strengthen security.

What have we done so far?

We immediately took the necessary steps to additionally secure the systems against further exposure, and launched an investigation in collaboration with cyber security experts to help us address the incident.

The operation of services to customers has been safeguarded, so you will not experience any impact in your connectivity.

The incident is currently under control and all affected parties have been informed.

With this, we hope to have informed you sufficiently. As soon as we have more information, we will provide further communication.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Partial unavailability of mail and telephony services – Solved

Dear customers,

Due to a card failure in one of our datacenters some customers may experience issues with the mail and telephony services hosted at our Sint-Niklaas datacenter.

Our network engineer is already en route to the location to swap the faulty card. Further updates will be released as soon as possible.

Please find all details below:

Start*: 03-05-2023 23:41
End*: 04-05-2023 11:04
Duration: 11h23min
Impacted services: Mail and telephony services
Affected Areas**: All areas

 

Update 04/05/2023 09:35: Our engineer is expected to arrive at the location by 10:30am. We will provide an update as soon as the faulty card has been replaced.

Update 04/05/2023 11:04: The card has been swapped and the link has been successfully restored. The issue should now be resolved. We will continue to monitor the situation to ensure that there are no further impacts.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Issue : A small glitch on the network : SOLVED

Dear customers,

We have experienced a small glitch on our network. The customers may have noticed issues with internet connectivity for a minute or two. The issue is resolved for now.

Please find all details below:

Start*: 24-11-2022 12:25
End*: 24-11-2022 12:31
Duration: 6 minutes
Impacted services: internet services
Affected Areas**: all areas

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Minimal helpdesk and service delivery staff available: partially solved

Dear customers,

We are currently experiencing issues with our subcontractor in Russia, where the major part of our service staff is being located.  We are looking into a solution with the highest priority.  Further updates will be released as soon as possible.

Update 4/11/2022: Telephone queues are open since yesterday from 9-17h, backlog is being processed with success. If possible, create a ticket instead of calling to reduce our waiting times.

Please find all details below:

Start*: 02-11-2022 8:00
End*:
Duration: TBC
Impacted services: Helpdesk and service delivery

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: problem with mail services/ webmail : SOLVED

Dear customers,

We have experienced an outage with our mail services and webmail application due to  a software issue on our MySQL server.

Our Network Operations team has investigated and resolved the outage.

Please find all details below:

Start*: 05-10-2022 08:33
End*: 05-10-2022 09:40
Duration: 1 hour 7 minutes
Impacted services: Mail services / Webmail
Affected Areas**: all areas

 

We apologize for the inconveniences.

Best regards
The edpnet team


Info: Phishing mails “Vous avez des messages électroniques en attente “

Dear customers,

We would like to inform you about a new phishing wave that is aimed at edpnet customers.

The email with the subject “Vous avez des messages électroniques en attente” pretends to come from edpnet service desk and contains a phishing link.

Please do not reply to those emails and do not click on the link. For more information, please, consider reading through our support article on this subject

https://www.edpnet.be/en/support/troubleshooting/internet/learn-about-security/phishing.html

If you have any questions left, please do not hesitate to contact us.

Best regards
The edpnet team


Outage: Internet and fixed telephony – Walloon Brabant, Hainaut : SOLVED

UPDATE 18/Mar/2022 8h54: there was a new disconnection on 71GIL area (Hainaut and Walloon Brabant) between 6h36 and 7h16. Now the link is back up. If you still experience any issue, please reboot your modem.

UPDATE 12h39: Proximus works are ended for today and will be continued tomorrow. We keep you informed.

UPDATE 10h52: lines in Walloon Brabant and Hainaut are up again. End of the power works expected soon.

UPDATE 10h49 : A new disconnection on 71GIL area. All lines in Walloon Brabant and Hainaut are currently down. Proximus confirmed power works ongoing on their network.

Dear customers,

We have experienced an outage which affected internet services of our customers in Walloon Brabant and Hainaut regions. There were several disconnections of a few minutes. Now all lines are up.

Please find all details below:

Start*: 16-03-2022 07:22
End*: 18-03-2022 07h16
Duration: 12 minutes (between 07:22 and 07:34)

4 minutes (between 07:50 and 07:54)

6 minutes (between 10:46 and 10:52)

40 minutes (18/03 between 06h36 and 07h16)

 

Impacted services: All internet services
Affected Areas**: 71GIL: Walloon Brabant, Hainaut

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Network hardware failure: Solved

Dear customers,

We are currently experiencing an outage with our network backbone.  Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Edit 18:50*:  Broken card replaced, all services restored.

Please find all details below:

Start*: 09-02-2022 13:49*
End*: 09-02-2022 18:31*
Duration: 5:18
Impacted services: All internet services
Affected Areas**: 02STR, 03BKC, 41GRE

 

Edit 16:15*: We have identified the failure and mitigated its downsides. Users may have noticed increased latency from 14:00 onwards but this should be resolved since 16:15. Our techs are moving onsite to replace affected hardware.
Edit 17:26*: You may still notice some latency, we are working on minimizing this as much as possible until the hardware replacement is done.
Edit 18:50*:  Broken card replaced, all services restored.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Maintenance planned on 22/04/2021 – impacted services: All internet services – region: Boom

Dear customers,

Proximus has planned a maintenance which may affect your services.

Please find all details below:

Start*: 22-04-2021 00:00
End*: 22-04-2021 06:00
Duration: 6 hours
Impacted services: all internet services
Affected Areas**: Boom

 

We apologize for the inconveniences.

Best regards
The edpnet team

* All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: edpnet office numbers unreachable : SOLVED

Dear customers,

We have experienced an outage with our reachability by phone.  We were unable to receive or make any calls with our office numbers. Our Network Operations team has investigated and resolved the outage.

Please find all details below:

Start*: 22-03-2021 08:08
End*: 22-03-2021 09:40
Duration: 1 hour 32 minutes
Impacted services: edpnet support reachability
Affected Areas**: edpnet office

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site